2004-086 Resolution - Laserfiche WebLink

Home Browse Search

(iii) ship repiacement CPE as soon as practical, provided, however, Customer must return the defective CPE within ten (10) days or SBC shaH invoice Customer for the full repiacement cost. SBC reserves the right to inspect ail defective CPE and SBC shali have final determination of the status of such CPE. (b) EssentialSERV 8x5S"" Maintenance Description. (i) SBC shall provide maintenance services, including parts, for CPE as well as any intra-building distribution cables provided by SBC in connection with the CPE listed herein, which may include wire, terminals, protectors or connectors. (ii) SBC's maintenance services shall include preventive and remedial maintenance, as required by the CPE manufacturer's specifications or by SBC. Replacement parts and products may be new or equivalent to new in performance. Such parts and products will be furnished on an exchange basis and the returned parts and products will become the property of SBC. SBC's preventive and remedial maintenance service obligations hereunder do not include, and SBC is not otherwise obligated to provide replacement parts, software releases, second tier help desk support, updates, upgrades or maintenance service resulting in CPE functionalify which exceeds that expressly provided in manufacturers' or suppliers' specifications at the time such product was installed (including Year 2000 functionality). (iii) Customer may request maintenance service twenty-four (24) hours a day, seven (7) days a week by calling SBC. If Customer's problem is an Emergency, SBC will use its best efforts to respond to Customer's report of a malfunction by dispatching a technician to the site or by beginning remote diagnosis, as appropriate within twa (2) business hours for PBX systems and four (4) business hours for key, hybrid or any other system, and will complete the appropriate repairs as soon as reasonably practical. An Emergency shall be defined as any malfunction which leaves Customer unable to place or receive calls through the CPE, or any other failure agreed to in writing by the Parties. (iv) In the event the probfem is a non-emergency, SBC shall use reasonable efforts, within eight (8) business hours after Customer's problem is reported to either: (i) cornmence repair or replacement from a remote location, (ii) dispatch service personnel to Customer's site, or (iii) ship replacement CPE as soon as practical, provided, however, Customer must return the defective CPE within ten (10) days or SBC sha(i invoice Customer for fihe fuii replacement cost. SBC reserves the right to inspect all defective CPE and SBC shall have final determination of the status of such CPE. (c) DedicatedSERVS"" Maintenance Description. (i) SBC wili provide technician, Customer Service Representative, Project Manager, or other agreed upon resource(s) as set forth herein or within an associated statement of work, on an annual basis ta perform installation, maintenance, and/or move, add or change ("MAC") activities. (ii) SBC's maintenance services shall include preventive and remedial maintenance, as required by the CPE manufacturer's specifications ar by SBC. Replacement parts and products may be new or equivalent to new in performance. Such parts and products will be furnished on an exchange basis and the returned parts and products wi(I become the property of SBC. SBC's preventive and remedial maintenance service obligations hereunder do not include, and SBC is not otherwise obligated to provide replacement parts, software releases, second tier help desk support, updates, upgrades or maintenance service resulting in CPE functionality which exceeds that expressly provided in manufacturers' or EpamainUrev8/9-7-01Ism $ ?.,,