NEC UNIFIED SOLUTIONS, INC. 2 - 2007

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• Use only original equipment manufacturer (OEM) parts for repair or replacement of defective equipment such as circuit cards and telephone instruments (including corded and cordless telephones as well as hands-free headsets and amplifiers - PLANTRONICS) at no additional charge to the City. • Perform preventive maintenance of all systems and equipment at a minimum in accordance with manufacturer's specifications and/or requirements for the equipment, whichever is greater. ^ Preventive maintenance shill be performed on a schedule which is workable with the City's operating requirements ar~d which is mutually acceptable to the City and the Vendor. ^ Completed preventive. maintenance r_hecklists will be provided to the City Telecommunications Coordinator on a monthly basis. • Perform regular system backups and system de-fragmentations at least once a month on all telephone systems and every twa weeks on the CENTIGRAM (BAYPOINT) voicemail system. • Maintain an adequate on-site inventory of spare OEM parts for repairs and replacements. ^ The Vendor will identify the amount and type of storage space it prefers. Actual storage space to be provided by City will be determined by the City Telecommunications Coordinator. Respond on-site within four hours (excluding weekends and holidays) of Vendor's receipt of the City's service request when Minor Repairs are necessary during normal City working hours (8-5). • Minor Repairs should be completed within twenty-four (24) hours. • Respond on-site within 30 minutes of the City's notification by the Telecommunications Coordinator or his/her designee in case of Major System Failure during normal City working hours (8-5). ^ In case of Major System Failure, before or after normal City working hours (8- :~), or on weekends or days observed by the City as holidays, the Vendor shall respond on-site to notification of major failures within two (2) hours of said notification. ^ Major System Failure repairs should be completed within twenty-four (24) hours. ^ In the event that the Vendor has not repaired a Major System Failure within twenty-four (24) hours, Vendor will provide and install on site loan equipment at no additional cost to the City, within forty-eight (48) hour after failure notification. ^ The City Telecommunications Coordinator or his/her designee will determine the designation of any repair as either Minor or Major. • Serve as agent on the City's behalf for all telephone company associated service and repair issues. Page 7 7 of 43