25A - AGMT - TELEPHONE SYS MAINT

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Minor Repairs • Respond within four (4) 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. Major System Failure • Respond within two (2) hours 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 (8-5), or on weekends or days observed by the City as holidays, the Vendor shall respond to notification of major failures within four (4) hours of said notification. ¦ Major System Failure repairs should be completed within forty-eight (48) hours. ¦ In the event that the Vendor has not repaired a Major System Failure within forty- eight (48) hours, Vendor will provide and install on-site loan equipment at no additional cost to the City, within forty-eight (48) hours after failure notification. ¦ The City Telecommunications Coordinator or his/her designee will determine the designation of any repair as either Minor or Major. 5.3 On-Site Service Technician Part A - NEC Systems The Vendor will provide an NEC certified Service Technician dedicated solely to the City of Santa Ana. This dedicated technician will: • Work on-site at the City of Santa Ana for eight (8) hours per day and forty (40) hours per week. However, City may, with fifteen (15) day prior written notice change the number of days per week of on-site dedicated technician support, with a corresponding increase/reduction in the System Maintenance Related Charges, as set forth in Appendix A, Part 2 - Price Proposal. The City shall retain the right to specify the weekly business days on which the technician will be on-site. Further, the City may, with ten (10) day prior email notification to Vendor, designate one or more days within a given work week, for which on-site technician support will not be provided. For each day that on-site support is cancelled, a credit will be issued to the System Maintenance Related Charges, as set forth in Appendix A, Part 2 - Price Proposal. • Be on-call on a twenty-four-(24) hour, seven (7) day-a-week, as-needed basis. • Perform repair services on any and all voice communications equipment as directed by the City Telecommunications Coordinator. 25A-17