LEGACY VOICEMAIL, INC. 1 -2011 - Laserfiche WebLink

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Major System Failure • 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 -5), 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) hours 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. • Provide for use by the on -site technician (and all substitute or supplemental technicians) a portable or laptop maintenance terminal for use in supporting the City's telephone system. Part B — CENTIGRAM Voicemail System • Provide ail required maintenance (parts and labor) and maintain the CENTIGRAM in good operating condition in accordance with the manufacturer's technical specifications. This is to include the most current software release at no additional charge. • Use only original equipment manufacturer (OEM) parts for repair or replacement of defective equipment • Perform preventive maintenance on the CENTIGRAM in accordance with manufacturer's specifications. Preventive maintenance shall be performed on a schedule which Is workable with the City's operating requirements and which is mutually acceptable to the City and the Vendor. Completed preventive maintenance checklists will be provided to the City Telecommunications Coordinator on a monthly basis. • Perform monthly system backups and an Offline Run /Verify at least once every six months. • 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. 6