Res 2006-061 - Laserfiche WebLink

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1 1 I 1. Inability to process incoming or outgoing public network calls. i.e. local, DID, or Long Distance services. 2. Repetitive calls for recurring problems. b. If a major system failure occurs, it is the responsibility of the proponent to respond and correct the prevailing situation under the following conditions: 1. The successful proponent will provide an on-site technician within 4 hours of notification of the problem. The most desired procedure is that the problem is cleared remotely and detected first by the successful proponent's monitoring capabilities and the City informed immediately of corrective actions. 2. The successful proponent will correct the situation within four hours after arrival of the technician. c. The successful proponent will replace any component found defective with a new component within eight (8) normal business hours. 2. Minor System Failure: A minor system failure is defined as any system failure not described above as a major system failure. If a minor system failure occurs, it is the responsibility of the successful proponent to respond and correct the situation under the following conditions: a. The successful proponent will provide on-site response of a technician by the following work day (8:00 a.m. to 5:00 p.m. weekdays, holidays excluded) of notification if failure cannot be cleared remotely. b. The successful proponent will correct situation within eight (8) normal business hours after technician arrives. 3. Repair Documentation: The successful proponent will provide and maintain repair documentation for each trouble ticket for the City. Repair documentation can be e- mailed to the City or posted on the proponent's website, under password, for City access to ongoing service documentation and history log. The successful proponent will explain the procedure, in their proposal, that allows the City to access their repair history file. Acceptance will not be given until such procedure is mutually agreed upon. 4. Reportinq Procedures: All technicians on City premises for any reason, must report to the City's representative upon arrival on City property, prior to commencement of repair and will report to the City as soon as repair is complete and/or prior to departure. Reporting to any other City employee is not acceptable. If the repair cannot be completed in one day, the technician will advise the City's representative before leaving and will state reason for the delay and schedule time to return to complete project. - 9 -