2004-023 Ordinance - Laserfiche WebLink

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City of Narth Olmsted, l?? / xxx xxxx 47 connection with installation by VENDOR, by sub contractor approved by CITY or by CITY shall be approved and paid for by CITY as a separate expense. VENDOR, at its own expense, shall repair any damage caused by the VENDOR or its sub contractor so as to reasonably match the original conditions both as to material and workmanship. E. HARDWARE MAINTENANCE WARRANTIES Hardware Maintenance Extended to Five (5) Years VENDOR agrees that the on-site hardware maintenance and service contract on each server, workstation, and other components and peripherals purchased from VENDOR and listed in Exhibit G will be extended to five (5) years from the date of installation. Vendor Response Time VENDOR agrees to provide a maximum 4-hour response time to acknowledge the hardware service report call, and 24 hour response time from the report call to fix the reported hardware problem. VENDOR will use every reasonable effort to assign a response to remedy the problem. If the reported problem is mission critical (payroll processing, year-end processing, tax billing), VENDOR will escalate support and service. Hardware Maintenance Features Annual on-site maintenance through first year and extended warranties will include as a minimum: • Cost of all labor and materials; travel expenses; • On-site repair of all system components, commencing with date of delivery to CITY; • A maintenance program and servicing network available to supply such maintenance on a"4 hour response" basis, or that of the following morning in the case of a late afternoon trouble call, for business hours, excluding holidays and weekends; • VENDOR will serve as contact point for all software, hardware, communications, and third party products or services. Hardware Support and Maintenance: Hours of Availability The VENDOR will make Maintenance and Support services available to CITY during standard business hours, Monday through Friday except for recognized holidays. VENDOR will extend availability of service coverage for weekend coverage provided CITY provides at least a week notification of the need for such coverage and agrees to pay the surcharge identified at the time of notification. Prepared by Barry Strock Consulting Associates, Inc. O 2004