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Following the acknowledgement of a logged issue ticket, the Technical Support Team will then have 8 (eight) business hours, from 0900 to 1700 PST, seven days a week, to analyze the issue and attempt to resolve it. If the problem cannot be resolved by telephone, the Technical Support Officer will access the equipment via a remote access program, 'GoToAssist' or a City of Santa Ana approved method. If the problem has been classified as involving downtime to a machine Invengo American Corp's Technical Support Team will remote into the machine within 4 (four) hours of the problem being logged. Otherwise, Invengo Technology Corp's Technical Support Team will remote in within 8 hours of the problem being logged. If the Technical Support Team determines that the problem is hardware related, Invengo American Corp will arrange forthe parts to be delivered to the Library ASAP by deliveryservice or by Invengo American Corp's support partner Fujitsu in the instance of a part swap -out required with an onsite visit. If a technician is required to install the part, an Invengo American Corp Technician will be onsite within 8 (eight) working hours, from 0900to 1700 PST, seven days a week, from the determination that an onsite visit is required and the part is available through Invengo American Corp's support partner Fujitsu OR within 8 working hours, from 0900 to 1700 PST, seven days a week, from the determination that an onsite visit is required and the Library acknowledging that the part(s) have been received via a delivery service from Invengo American Corp. Problems that are not resolved within the timeframes described above will be escalated to the Support Manager for resolution. The cost of support is included in Invengo American Corp's Warranty and Support Agreement and is free of charge for the first year. Weekend onsite support is charged at an additional 40% of the quoted Extended Warranty. Web Support: o The City of Santa Ana will have access to Invengo American Corp's Service Portal including access to: • Tiered access to lodge work tickets instantly. Administrator level has access to all Work Tickets for all branches; standard access gives library staff access to their branch only. • Ability to classify severity of problem (experiencing downtime, for example). ■ Ability to upload files, screenshots, reports, images etc. • Knowledge -base —online access to User Guides, issue resolution tips and guidelines, common issues, etc. • Authorized Service Technicians o In the instance of a part swap -out required with an onsite visit, Invengo American Corp's support partner Fujitsu will attend the site.