Laserfiche WebLink
1. GENERAL BACKGROUND AND OBJECTIVE <br />1.1 DEFINITIONS <br />The following words as used in this Request for Proposal (RFP) shall be understood to <br />refer respectively to: <br />Word in RFP Definition <br />"Agreement" The legal contract entered into between the City and selected Vendor <br /> to provide the products, to perform the services, and to provide the <br /> maintenance support under terms and conditions in this RFP, the <br /> selected Vendor's proposal and the mutually signed legal contract. <br />"City" The City of Santa Ana, California <br />"Close-out" Close-out is the event in which the City Data Center Staff accepts and <br /> approves the Vendor's response to the City's request for service and <br /> marks the end of service needs for the specific incident. <br />"Condition of The acceptable condition of a system for which service has been <br />System at Close requested after a predefined elapsed time period and after the <br />Out" Vendor's service/repairs are deemed by the City successfully <br /> completed. <br />"Contractor" Means the same and is used interchangeably with the term "Vendor." <br />"Data Center Staff" The City of Santa Ana data center support team who may initiate and <br /> close-out a request for service under the terms of this Agreement. <br />"Department" The several City departments and agencies therein. <br />"Firm" Means the same and is used interchangeable with the term "Vendor". <br />"Maximum The elapsed time from the moment City contacts the Vendor by either <br />Response" phone or email requesting support to the instance when the Vendor's <br /> support staff reports on-site at the City data center. <br />"OEM" Original Equipment Manufacturer. <br />"Proposer" The person, firm or corporation who is responding to this request for <br /> proposal. <br />"Return-to-Service The elapsed time from opening of service request to time City closes <br />Time" request. <br />"RFP" Request for Proposal which refers to this document. <br />"SLA" Service Level Agreement is the set of quantified values and <br /> descriptors which measure the quality and speed of the Vendor's <br /> response to services identified under this Agreement <br />"Vendor" The agreement is made by said City with the agent or legal <br /> representative who may be appointed to represent such person, firm <br /> or corporation in the signing and performance of said agreement. <br />City of Santa Ana <br />Page 4 of 39 <br />25C-16 Exhibit A