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<br />only as required, a technician on site within NBD of the dispatch.
<br />Monitor coverage must be purchased separately. Keyboards,
<br />speakers, mouse, and Monitor (when covered), are retum-to-
<br />factory replacement items.
<br />
<br />Other than a 30-day "Start-Up Help Desk" installation &
<br />configuration service, software support is explicitly excluded and
<br />priced separately. The 30-day period begins the day after shipment
<br />from the hardware vendor.
<br />
<br />3.2.2. ITWorks SBO (Same Busioess Day) 4hr 5.10
<br />
<br />PPM is Monday through Friday, 8:00 a.m. to 6:00 p.m. local
<br />customer time, excluding IT Services-observed holidays. Provides
<br />hardware-only full system support including keyboard, mouse, and
<br />monitor. Provides for best effort remote analysis and, only as
<br />required, a technician on site within four hours of dispatch. For
<br />calls placed after 2:00 p.m. local customer time, a technician will
<br />be on site, if required, the next business day (NBD). Other than
<br />the 30-day "Start-Up Help Desk" installation & configuration
<br />service (3.4.1), software support is explicitly excluded and priced
<br />separately.
<br />
<br />3.2.3. ITWorks SBO 2hr 5x10
<br />
<br />PPM is Monday through Friday, 8:00 a.m. to 6:00 p.m. local
<br />customer time, excluding IT Services-observed holidays. Provides
<br />hardware-only full system support including keyboard, mouse, and
<br />monitor. Provides for best effort remote analysis and, only as
<br />required, a technician on site within two hours of dispatch. For
<br />calls placed after 4:00 p.m. local customer time, a technician will
<br />be on site, if required, the next business day (NBD). Other than the
<br />30-day "Start-Up Help Desk" installation & configuration service
<br />(3.4.1), software support is explicitly excluded and priced
<br />separately.
<br />
<br />3.2.4. ITWorks Aoyday 4hr 7.24
<br />
<br />PPM is 24 hours a day, seven days a week. Provides hardware-
<br />only full system support including keyboard, mouse, and monitor.
<br />Provides for best effort remote analysis and, only as required,
<br />technician on site within four hours of dispatch. After normal
<br />business hours (Monday through Friday, 7:00 a.m. to 7;00 p.m.
<br />Central Time), a Support Engineer will contact the customer and
<br />perform initial problem diagnosis. If on-site visit is required, the
<br />Support Engineer will dispatch a technician to the customer site
<br />for arrival within four hours. Other than the 30-day "Start-Up
<br />Help Desk" installation & configuration service (3.4.1), software
<br />support is explicitly excluded and priced separately.
<br />
<br />3.2.5. ITWorks Anyday 2hr 7.24
<br />
<br />PPM is 24 hours a day, seven days a week. Provides hardware-
<br />only full system support including keyboard, mouse, and monitor.
<br />Provides for best effort remote analysis and, only as required,
<br />technician on site within two hours of dispatch. After normal
<br />business hours (Monday through Friday, 7:00 a.m. to 7:00 p.m.
<br />Central Time), a Support Engineer will contact the customer and
<br />perform initial problem diagnosis. If on-site visit required, the
<br />Support Engineer will dispatch a technician to the customer site
<br />for arrival within two hours. Other than the 30-day "Start-Up Help
<br />Desk" installation & configuration service (3.4.1), software
<br />support is explicitly excluded and priced separately.
<br />
<br />3.2.6. ITWorks VIP
<br />
<br />Each of the above service offerings (3.2.1 through 3.2.5) is
<br />available in a "VIP" variation for ICS hardware only:
<br />(a) ITWorksVIP NBD
<br />(b) ITWorksVIP SBD 4hr 5x10
<br />(c) ITWorksVIP SBD 2hr 5xlO
<br />(d) ITWorksVIP AnyDay 4hr 7x24
<br />(e) ITWorksVIP Anyday 2hr 7x24
<br />
<br />The terms for each of these VIP offerings are the same as the non-
<br />VIP offerings, but include three (3) Operating System support
<br />incidents with each hardware system covered. The terms and
<br />conditions of these support incidences are covered in the VIP
<br />Operating System Support section (Section 3.4.2. I).
<br />
<br />3.3. Hardware Support Terms
<br />
<br />3.3.1. Per-Call Service
<br />
<br />Any service call required as a result of Excluded Services (Section
<br />9.0) is considered Per-Call Service.
<br />
<br />Planned maintenance will be performed at a time mutually
<br />acceptable to the Customer and IT Services. Planned maintenance
<br />performed outside the principal period of maintenance (PPM) shall
<br />be at the prevailing per-call rates (portal-to-portal):
<br />
<br />During the PPM (two hour minimum): $1501hour + Travel
<br />expense
<br />Outside the PPM (two hour minimum): $1801hour + Travel
<br />expense
<br />
<br />Parts required as a result of Per-Call Maintenance arc not included
<br />in the above per-hour rate and will be invoiced accordingly.
<br />
<br />3.3.2. Standard Service Terms
<br />
<br />The following terms apply to all Service Offerings specified in
<br />Sections 3.1 and 3.2.
<br />
<br />Standard service does not include a system service level or repair
<br />time guarantee. This guaranteed repair time service may be
<br />addressed by a custom quote
<br />
<br />On-site hardware service guarantees a reasonable effort to respond
<br />within the hardware response times noted in each service program,
<br />barring circumstances that are beyond the control of IT Services.
<br />
<br />IT Services cannot guarantee response time when the call is
<br />deemed per-call service or is outside the service city center radius.
<br />For Customer sites located beyond the 50-mile radius of an IT
<br />Services Service City, remote location charges apply. Remote
<br />location charges are calculated based on the number of units
<br />covered under this Contract and the distance from the nearest IT
<br />Services Service City. In the event the Customer site qualifies for
<br />remote location charges, such charges will appear as a line item on
<br />this Contract.
<br />
<br />Additional response time options and guaranteed system
<br />availability for comprehensive full service within a fifty (50) mile
<br />radius of an IT Services Service City are available. Quotes for
<br />such services are available upon request.
<br />
<br />Maintenance will include replacement of parts deemed necessary
<br />by IT Services. All parts will be furnished on an exchange basis,
<br />and items replaced will become the property of IT Services. IT
<br />
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