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<br />Services reserves the right to ship customer-installablc replacement <br />parts and to substitute like parts. <br /> <br />The customer or any 3rd party person or enterprise shall not <br />perform, or attempt to perform, maintenance or repairs to the <br />Equipment during the Contract period without the express <br />permission or request by IT Services. <br /> <br />All equipment must be in operating condition or restored to <br />operating condition to be eligible under the terms of this Contract. <br />IT Services reserves the right to exclude equipment from this <br />Contract, which has been misused or subjected to undue physical <br />or electrical stress. <br /> <br />In the event that it has been determined, after a commercially <br />reasonable search, that the required partes) are not available to <br />complete the repair of a particular piece of equipment, then <br />Intergraph and the customer will agree to delete that piece of <br />equipment from the Contract. Intergraph will refund any monies <br />prepaid by Customer for that piece of equipment from the time it is <br />deleted from the Contract to the end of the current Contract period. <br /> <br />In the event Customer chooses the IT Works Anyday 7x24 <br />coverage, as stated in Section 3.2.4 and 3.2.5, the Customer may <br />be required to purchase and maintain a reasonable number of spare <br />parts as recommended by Intergraph. <br /> <br />3.4 Operating System Support & Help Desk Services <br /> <br />The following sections describe the IT Services Operating System <br />and Help Desk support services. These standard services provide <br />technical telephone support and web service for, primarily, <br />Microsoft operating system and front and back office applications. <br />On a custom individual case basis, support for other software may <br />be appended to the Quote/Contract. These standard services do <br />not provide the Customer with upgrades to any software. <br /> <br />3.4.1 30-Day Start-Up Help Desk <br /> <br />A complimentary 30-Day Start-Up Help Desk service for the <br />operating system is included with all hardware maintenance <br />offerings for new systems. This service runs for a period of 30 <br />days beginning the day after shipment from the hardware vendor. <br />Provides telephone support line and web service for system <br />administrators' software support requests answered by IT Services <br />support engineers for operating system specific technical needs and <br />problems. This is not a "how to" service desk. 30-Day Start-Up <br />Software Help Desk support PPM is Monday through Friday, 7:00 <br />a.m. to 7:00 p.m. Central Time, excluding IT Services-observed <br />holidays. Software support will include and be limited to the <br />maintained hardware's Windows-based Operating System- <br />Windows NT Workstation, Windows NT Server, Windows 9x or <br />their subsequent released versions, e.g. Windows 2000 <br />Professional. <br /> <br />3.4.2 Incident Services <br /> <br />For all Service Offerings that refer to "incident", an incident is <br />defined as a problem that cannot be broken down into subordinate <br />problems. For a request with subordinate problems, each problem <br />is considered a separate incident, and therefore must be submitted <br />as a separate support request. Determination of what constitutes a <br />separate incident will be at IT Services' discretion. Incidences are <br />accumulated at the site level. Total incidents purchased are <br />useable at any time in the duration of the contract. Unused annual <br />incidents cannot be carried forward to a new year. <br /> <br /> <br />3.4.2.1 VIP Operating System Support <br /> <br />This support is included only with the ITWorks VIP hardware <br />service offerings (Section 3.2.6). VIP Operating System Support <br />PPM is Monday through Friday, 7:00 a.m. to 7:00 p.m. Central <br />Time, excluding IT Services-observed holidays. This is incident <br />based support. This support will include and be limited to the <br />maintained hardware's Windows-based Operating System- <br />Windows NT Workstation, Windows NT Server, Windows 9x or <br />their subsequent released versions, e.g. Windows 2000 <br />Professional. Provides telephone support line and web service for <br />system administrators' operating system "break-fix" support <br />requests. This is not a "how to" service desk. <br /> <br />3.4.2.2 ITWorks WOS (Workstation Operating System) <br /> <br />The software addressed is limited to the Windows NT Workstation <br />and Windows 9x operating systems or their subsequent released <br />versions, e.g. Windows 2000 Professional. ITWorks WOS PPM is <br />Monday through Friday, 7:00 a.m. to 7:00 p.m. Central Time, <br />excluding IT Services-observed holidays. This is incident based <br />support and provides telephone support line and web service for <br />system administrators' workstation operating system "break-fix" <br />support requests. This is not a "how to" service desk. <br /> <br />3.4.2.3 ITWorks SOS (Server Operating System) <br /> <br />The software addressed is limited to the Windows NT Server <br />operating systems. ITWorks SOS PPM is Monday through Friday, <br />7:00 a.m. to 7:00 p.m. Central Time, excluding IT Services- <br />observed holidays. This is incident based support and provides <br />telephone support line and web service for system administrators' <br />server operating system "break-fix" support requests. This is not a <br />"how to" service desk. <br /> <br />3.4.2.4 ITWorks Help Desk Sys Admin <br /> <br />This standard offering provides System Administrator level Help <br />Desk support for Windows NT Server, Windows NT Workstation <br />and Win9x Operating Systems, as well as selected Microsoft Front <br />Office and Back Office applications. The list of standard <br />supported Operating Systems and applications can be found on the <br />IT Services web page. On a custom individual case basis, support <br />for other software may be appended to the Quote/Contract. The <br />PPM for ITWorks Help Desk Sys Admin is Monday through <br />Friday, 7:00 a.m. to 7:00 p.m. Central Time, excluding IT <br />Services-observed holidays. This is incident based support and <br />provides technical troubleshooting and configuration support. <br />Telephone consulting issues (e.g. multi-incident process type <br />issues such as complete walk-through of system reload) will be <br />charged at a rate of one incident per hour. <br /> <br />3.4.2.5 ITWorks Help Desk End-User <br /> <br />The standard offering provides End User level Help Desk support <br />for Windows NT Workstation and Win9x Operating Systems and <br />selected Microsoft Front Office applications. The list of standard <br />supported Operating Systems and applications can be found on the <br />IT Services web page. On a custom individual case basis, support <br />for other software may be appended to the Quote/Contract. The <br />PPM for ITWorks Help Desk End-User is Monday through Friday, <br />7:00 a.m. to 7:00 p.m. Central Time, excluding IT Services- <br />observed holidays. This is incident based support and requires a <br />