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F. Post Installation Support <br />LINEAR SYSTEMS will provide 1st tier, 2nd tier, 3rd tier, and 4th tier support for the <br />complete system solution and the associated cost of support is included in the "One -Year <br />On-site Parts and Labor Extended Warranty for Linear Digital Lab Solution" as per <br />quotation. Primary system support will be from Rancho Cucamonga, California. On-site <br />system support will be from Rancho Cucamonga, California 1st tier is phone support <br />provided by LINEAR SYSTEMS Tech Support. Support is available from 09:00 - 17:00 <br />PST Monday - Friday. Most issues can be resolved with 1 st tier support. <br />Emergency Technical Support (as detailed in the RFP Exhibit A) is available after hours <br />via pager and/or cell phone for 24/7/365 with a four (4) hour response time. <br />2nd tier is phone support involving the manufacturer. LINEAR SYSTEMS' technicians <br />will conference call to resolve any issues that require outside assistance via phone. 3rd <br />tier support will involve shipping replacement hardware or software to the System <br />Administrator for exchange. LINEAR SYSTEMS will cross ship the product prior to <br />receiving the equipment in question. LINEAR SYSTEMS' technicians will provide <br />phone support for integration or installation of the replaced parts. 4th tier support <br />consists of an on-site or depot repair. One or more of our technical personnel and/or the <br />manufacturer will repair or replace the product. LINEAR SYSTEMS will provide two <br />years of telephone technical support at no charge for the Linear Digital Lab Solution, <br />Linear D.LM.S. Download Station(s), and components purchased from LINEAR <br />SYSTEMS. LINEAR SYSTEMS will provide five years of telephone technical support, <br />software fixes, and software version upgrades or the D.I.M.S. software. <br />G. Software <br />LINEAR SYSTEMS is offering Santa Ana Police Department a specialized software <br />maintenance agreement for the D.I.M.S. software. This agreement covers no charge <br />software fixes and version upgrades for a period of five years. <br />This agreement does not cover new D.I.M.S. modules that are designed for different <br />applications, such as in -car video or audio from digital pocket recorders. These new <br />modules will be offered to Santa Ana Police Department at a discount of fifty percent <br />(50%) from the standard resale price. In addition, this agreement does not include new <br />D.I.M.S. camera modules for different camera models or additional licenses for <br />additional cameras. These will be provided at no charge with the purchase of new digital <br />cameras from LINEAR SYSTEMS or at an additional cost if the cameras are purchased <br />elsewhere. Additional purchases of D.I.M.S. download station licenses will be available <br />at a discount of fifty percent (50%) from the standard resale price. <br />LINEAR SYSTEMS will create a customized version of the D.I.M.S. software for Santa <br />Ana Police Department. <br />Linear will have the final and exclusive decision as to the exact specification for the <br />scope, content, functionality, and distribution of the modifications. City may exercise an <br />option to purchase a copy of and the rights to the source code for D.I.M.S. at any time <br />during the first year of the Contract for security or additional customization above and <br />beyond what LINEAR SYSTEMS will or can do. <br />H. Emergency Service Plan <br />Linear realizes that the Linear Digital Lab Solution is a "mission critical system" and any <br />downtime has the potential to cause irreparable damage to City's operation and/or <br />