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L7 <br />wachter wachtercom I City of Santa Ana <br />Service Types <br />Wachter will manage the following service tickets for City of Santa Ana. <br />• Break/Fix: Troubleshoot, repair, and/or replace cabling and applicable hardware related issues. <br />• Moves, Adds, Changes (MAC): Install or relocate cabling and/or hardware. <br />• Smart Hands: Act as intelligent eyes, ears, and hands onsite, under the direction of a higher level engineer or <br />help desk to perform a given technical task. <br />• Preventative Maintenance: Wachter can perform preventative maintenance on certain devices and areas. <br />a. For details on preventative maintenance and to receive pricing for a PM program, contact Colin <br />Angus. <br />Equipment that Wachter can perform troubleshooting and replacement services on, include: <br />• Any low voltage cabling, i.e. Cat5e, Cat6, Fiber, Coaxial cable, speaker cabling, etc. <br />• Phone system and phones <br />• Network equipment such as switches and routers <br />• Wireless access points <br />• Desktop clients <br />• Printers <br />• Physical Security systems including video surveillance and access control <br />• Burglar/Intrusion alarm systems <br />• Fire alarm systems <br />Responsibilities <br />According to this agreement, the following responsibilities will be followed: <br />• Furnish — Shall indicate who is responsible for furnishing the equipment. <br />o Quote —Shall indicate that Wachter can quote the equipment for the listed technology, but City of Santa <br />Ana may purchase through another source if desired. <br />o For existing equipment that could not be discovered prior to this proposal; Wachter will quote products <br />we can provide that are equivalent to the existing equipment to be replaced. <br />o Wachter does not agree to stock or warehouse equipment at this time. <br />• Install — Shall indicate who is responsible for installation of the equipment. <br />• Cabling — Shall indicate who is responsible to service and provide cabling. <br />• 'N/A' Shall be used for items not included as part of this agreement; but may be included in amendments if <br />requested. <br />o Rates for the other technologies may be different than what is currently selected. <br />Voice City of Santa Ana Wachter Wachter <br />Data <br />City <br />of Santa Ana <br />Wachter <br />Wachter <br />Wireless <br />City <br />of Santa Ana <br />Wachter <br />Wachter <br />CAN/IPTV <br />Quote <br />Wachter <br />Wachter <br />1/1/2021 — Proposal # 68649 v1 for City of Santa Ana — SARTC VSS Service SLA <br />