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<br />.~ <br /> <br />The overall intent of the following plan is to demonstrate to the RFP Review Committee how <br />MASK will provide Emergency Maintenance Services in accordance to the two levels of <br />prioritized emergency maintenance services, so that the subject systems are repaired in the least <br />possible time. <br /> <br />Upon receipt of a Trouble Report from the owner representative, the subject system component <br />will be repaired on or before the following prescribed duration's -as so required by RFP item, 2- <br />d-l& 2- <br /> <br />I. CRITICAL PROBLEM RESPONSE <br /> <br />Respond to and commence work: <br />Complete repairs: <br /> <br />Four (4) hours <br />Eight (8) hours <br /> <br />2. ROUTINE PROBLEM RESPONSE <br /> <br />Respond to and commence work: <br />Complete repairs: <br /> <br />One business day <br />End of third business day <br /> <br />The installed system components are classified to the Critical and Routine Problem Response <br />categories, in the following manner: <br /> <br />1. CRITICAL <br /> <br />) <br /> <br />Critical problems are those which obstruct or seriously impair security, <br />safety or facility operations, such as failure of a system head-end system <br />or more than one field device. Critical problems shall be repaired in the <br />least possible time, and will require the greatest possible effort from the <br />Contractor. Repair of critical problems will always take precedence over <br />other repairs and preventive maintenance. <br /> <br />2. ROUTINE <br /> <br />Routine problems are any problems covered under the contract which <br />are not identified as critical problems,for example a singlefzeld device <br />is not working as long as this single device does not seriously impair <br />security, safety or facility operations, such as a sally port door. <br /> <br />MASK System, Inc. is proposing to implement a manual and computer based tracking system for <br />monitoring and management of Critical and Routine services calls. This system has already been <br />implemented at seven other correctional facilities in Southern California. The key elements of <br />this system are as follows. <br /> <br />) <br />_./ <br /> <br />The system is based upon a standard / off the shelf-Data Base Management Application <br />Program, that is available from many local retailers. The Data Base report folder(s) <br />