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o Invengo American Corp's support partner Fujitsu has several staff dedicated to <br />working with Invengo American Corp customers in the region. Hot swappable <br />spares are kept with Fujitsu to ensure immediate availability of vital parts. <br />o Invengo American Corp will measure and monitor Fujitsu's performance <br />against their Service Level Agreement (SLA) and ensure that the response <br />times described above are adhered to by Fujitsu. <br />Warranty and Support Agreement <br />• Introduction <br />o Invengo American Corp provides a comprehensive warranty against defects in <br />materials and workmanship for all Invengo American Corp Library RFID <br />equipment and software. Should any equipment or software supplied as part of <br />the Library RFID system develop a fault, Invengo American Corp or its contracted <br />field service agent/s will repair or replace the equipment or software via remote <br />access or onsite visit. The warranty covers only those defects that arise during <br />the normal use of the equipment or software. It does not coverthe misuse, <br />deliberately or otherwise of the equipment, or unauthorized modification of the <br />hardware or software. <br />• Definition <br />o The term "technician" refers to an Invengo American Corp Technical Support <br />Officer or third -party agent. <br />• Warranty Commencement Date <br />o The commencement of the warranty period is no more than 120 days after <br />delivery to the installation site. The standard warranty period is 12 months from <br />the commencement date. There is no cost for the standard warranty. <br />• Extended Warranty <br />o Extended warrantyforthe equipment is available for a period of 2 years following <br />the standard warranty period (total warranty period being 3 years). The City of <br />Santa Ana's acceptance of the Extended Warranty is automatic upon the signing <br />of this contract. Cancellation of the Extended Warranty can be requested in <br />writing to Invengo American Corp in the month prior to the warranty <br />anniversary. Requests for cancellations part waythrough the annual warranty <br />period will not be refunded. At the conclusion of the extended warranty period, <br />the contract will be automatically rolled over into an annual warranty contract <br />subject to an annual <br />