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APPENDIX A Proposal Response Form <br />(Continued) <br />8. Essential Requirements <br />City Required Terms and Conditions Accept Decline Identify any Alternatives <br /> exce tions l <br />E ui ment covered F <br />The Vendor must disclose in writing in its ? Yes <br />proposal any model of equipment identified by <br />the City as part of its current inventory for which <br />the Vendor will not provide the full range of <br />services included in this RFP and/or would <br />terminate all or part of service prior to end of the <br />term of the agreement. <br />ref: section 2.1.1.1 <br />The City may add and/or remove equipment from ? Yes ? No <br />the coverage of the agreement with 15 days prior <br />written notice (i.e. letter, fax, or email). <br />ref: section 2.1.1.2 <br />Break-Fix <br />Simply put, if something covered under the ? Yes ? No <br />agreement breaks, the City expects the Vendor <br />to return it to at least manufacturer's original <br />equipment specifications within the time frame <br />defined in the agreement. <br />ref: section 2.1.2.1 <br />Support Services <br />Help desk phone support must be available ? Yes ? No <br />24x7x365 and not have a wait time over 15 <br />minutes to speak to a support engineer. <br />ref: section 2.1.3.1 <br />Help desk assistance for the City's efforts in self- ? Yes ? No <br />help. This consists of advice on new <br />configurations, new hardware configurations and <br />troubleshooting issues while waiting for an onsite <br />engineer to arrive. <br />ref: section 2.1.3.2 <br />Service Requests <br />The City must be able to initiate a request for ? Yes ? No <br />support 24x7x365. <br />ref: section 2.1.4.1 <br />Service requests can be submitted to the vendor ? Yes ? No <br />via toll-free phone number and via web. <br />ref: section 2.1.4.2 <br />The City shall assign the level of severity to each ? Yes ? No <br />service request. <br />ref: section 2.1.4.3 <br />The City shall determine when a service call has ? Yes ? No <br />reached Close-Out. Only at this time can the <br />ticket be deemed completed <br />ref: section 2.1.4.4 <br />City of Santa Ana <br />Page 21 of 39 <br />25C-33 ExhibitA