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262586-621 IP KVM 3x1x16 10 <br />AF602A IP KVM 4x1x16 1 <br />P4639AV Netserver LP2000r 1 <br />J1470A Rack mount Flip-up KBD/Monitor 4 <br />221546-001 Rack mount Flip-up KBD/Monitor TFT5600 4 <br />AG052A Rack mount Flip-up KBD/Monitor TFT7600 2 <br />AJ926A Stora eWorks 20121 Modular Smart Array 2 <br />AJ750A Stora eWorks 20121 Modular Smart Array 1 <br />302970-1321 Stora eworks MSA30 4 <br />364430-1321 Stora eworks MSA50 4 <br />418800-B21 Stora eworks MSA70 4 <br />AG117A Stora eworks MSL2024 1 <br />AJ037A Stora eworks MSL4048 4 <br />190211-001 Stora eworks 4354R 7 <br />C9529CB Surestore Tape Library 2/40 LVDS Ultrium 1 <br />2. SERVICE-RELATED TERMS AND CONDITIONS <br />2.1 Essential Requirements <br />In any agreement resulting from this Request for Proposal (RFP), the City considers the <br />following requirements to be essential. <br />Should the prospective vendor have an alternative perspective, the Vendor should provide <br />an explanation in their proposal along with the specifics of the Vendor's alternative <br />option/s. <br />2.1.1 Equipment covered <br />2.1.1.1 The Vendor must disclose in its proposal any model of equipment <br />identified by the City as part of its current inventory for which it will not <br />provide the full range of services included in this RFP and/or would <br />terminate all or part of service prior to end of the term of the agreement. <br />2.1.1.2 The City may add and/or remove equipment from the coverage of the <br />agreement with 15 days prior written notice (i.e. letter, fax, or email). <br />2.1.2 Break-Fix <br />2.1.2.1 Simply put, if something covered under the agreement breaks, the City <br />expects the Vendor to return it to at least manufacturer's original <br />equipment specifications within the time frame defined in the agreement. <br />2.1.3 Support Services <br />2.1.3.1 Help desk phone support must be available 24x7x365 and not have a wait <br />time over 15 minutes to speak to a support engineer. <br />2.1.3.2 Help desk assistance for the City's efforts in self-help. This consists of <br />advice on new configurations, new hardware configurations and <br />troubleshooting issues while waiting for an onsite engineer to arrive. <br />2.1.4 Service Requests <br />2.1.4.1 The City must be able to initiate a request for support 24x7x365. <br />City of Santa Ana <br />Page 6 of 39 <br />25C-18 Exhibit A