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Exhibit A <br />SUPPORT SERVICES ADDENDUM - MITEL PREMISE <br />This Support Services Addendum or SSA is hereby entered into pursuant to the Master Services Agreement by and between Packet <br />Fusion, Inc., and CITY OF SANTA ANA. This SSA will encompass the Support Services to be provided along with each party's <br />performance obligations for such Support Services. <br />I. SRAAort Services General. <br />A. Customer designates Company as its sole and exclusive service agent for Support Services for the covered <br />equipment and software ("Equipment" or "Software"), including any improved features and models of such <br />product purchased from Company and listed in Exhibit A of each Support Quote and related renewal term. <br />B. Support Services will be performed for the Equipment and Software at the locations ("Customer Locations") <br />designated in Exhibit B of each Support Quote and related renewal term. <br />C. Attached Appendixes <br />i. Appendix A, "Outages Classifications" <br />11. Support Offering, <br />A. Support Services shall be provided upon request by Customer to restore malfunctioning Equipment and/or <br />Software to proper working order. <br />B. Standard hours of coverage are 7:00 a.m. to 5:00 p.m. PST with after hours on call services to be provided for <br />emergency issues 24 hours a day, 7 days a week and 365 days a year. <br />C. Priority response to Customer requests for support and/or other service work. <br />D. Includes remote labor for one (1) voluntary system upgrade per year. <br />i. If an upgrade is required due to a system service affecting situation, no labor is charged for the upgrade <br />and such upgrade does not count towards the one (1) included voluntary upgrade. <br />ii. If an upgrade requires on -site assistance due to system service affecting problems that resulted from an <br />upgrade, there is no charge for on -site labor. <br />E. Includes Customer preferred labor rates defined in Exhibit C of each Support Quote. <br />i. Preferred Hourly Time and Material Billing Rates cover labor which falls outside the scope of Support <br />Services set forth in Sections II A. and D. of this Addendum, Out of scope Support Services include but <br />are not limited to moves, adds, and changes ("MAC"), system Software upgrades other than the annual <br />upgrade, server migrations and non -system software upgrades. <br />ii. Non-support related services which are 30 minutes or less in duration shall not be billed. <br />F. Proactive Full -Time Monitoring <br />i. Proactive monitoring (Kaseya) will be provided at Customer's request by Company on a 24/7/365 basis. <br />ii. All alarms from the Mitel communication system will be sent to our Network Operations Center (NOC) <br />and treated in the following manner: <br />1. Company will attempt to fix the problem remotely and then notify Customer of the outcome. <br />2. If the problem is not resolved remotely, Customer will be notified in order for Company and <br />Customer mutually agreeing to dispatch an engineer to Customer site to work to resolve the <br />problem. <br />G. With respect to response times for all Equipment and Software outages (defined in Appendix A, "Service Outage <br />Classifications"), Company will use its best efforts to respond to Customer request for service within the response <br />times set forth in Appendix A. Response time is based on time of receipt of Customer's acknowledged request for <br />service. <br />H. With respect to on -site response times for Service Outages classified as a Priority P 1 failure as defined in Appendix <br />A, Company's policy is to respond, if needed, on -site to Customer's request for service within 4 hours of receipt of <br />Customer's telephone request for service. Note, any on -site labor performed for major malfunctions is covered in <br />this agreement and provided free of charge to the Customer. <br />III. Services Excluded by this Support Addendum. Support does not include any labor or material costs for or necessitated by <br />any of the following: <br />A. Items not explicitly listed in Exhibit A — Schedule of Equipment & Software of the Support Quote are specifically <br />excluded from maintenance and support services. <br />B. Support Services do not include support for hardware, equipment or third -party software and do not include <br />support for issues arising from use of PFI's Software in combination with hardware, equipment or third -party <br />software not certified by PFI or the manufacturer for use with Customer's Software. <br />C. Labor and material costs of any moves, additions, changes, and removals of or to the Equipment and Software. <br />D. Negligent or willful acts of Customer or any third party. <br />PF[ SSA Page t oF4 Rev, 4,30,2022 <br />