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SAPD Integrated Law Enforcement Solution RFP <br />Ghapter 2: Vendor Response <br />Warranty, Support and Maintenance <br />Complete the warranty and maintenance matrix below based on your proposed <br />approach. Complete one matrix per vendor offering warranty /maintenance services. <br />What are the hours of maintenance coverage (after the warranty <br />expires)? <br />Warranty /Maintenance Services: <br />• Telephone Support l(Y/N)9 <br />• Toll Free "800" number (Y/N)? <br />• Remote dial up software diagnostics (Y/N)? <br />• Automatic monitoring of system (Y/N) ?'' <br />• Updates, enhancements and bug fixes included (Y/N)? <br />• How often are enhancements provided ?' <br />• User group membership (Y/N)? <br />• - Newsletter (Y/N)? <br />Service /Support Response Time (hours): <br />• - Via telephone /modem <br />- Average? <br />- Guaranteed? <br />• `' On -site <br />Average? <br />Guaranteed? <br />On -Call "After Hours" Services (e.g., M -F 1800 - 0700): <br />• Hourly rate for service personnel? <br />• Minimum hours charged? <br />How many years will you guarantee support of the proposed <br />software? <br />19C -44 2 -25 <br />