PLANETBIDS INC. - 2013 - Laserfiche WebLink

Home Browse Search

f. Electronic bidding - Vendors submit bid quotes/responses online; Buyers analyze bid responses and award. g. Daily backups. h. BidsOnlineTM users and vendor support for the duration of the contract. 3. Professional Services PlanetBids will provide consulting services for custom reports or BidsOnline customizations, specific to Customer, not covered by this Statement of Work at an additional charge. Additional consulting services requested in writing by Customer will be billed at a rate of $125/hour, billed in 1 hour increments. No work will begin on professional services before a mutually agreed- upon statement of work is completed. All on-site travel expenses will be passed -through to Customer. No travel will be expensed without the prior approval of Customer's management. 4. Help Desk The PlanetBids Help Desk is available for "Level 2" support (as defined below) via our toll-free telephone number from 8:00am to 5:00pm PST, Monday through Friday. Email Support, support@PlanetBids.com as well as on-line help services are also available. Customer will be responsible for all "Level 1" support: • A level 1 support representative will attempt to answer most or all questions, including help to vendors with simple problems (edit profile, etc.) or general "how-to" questions (search functionality, bidding, etc.). More complex, technical questions should be directed to a PlanetBids level 2 support representative. A PlanetBids representative will be responsible for "Level 2" support: • A Level 2 support is more technical in nature. Level 2 questions may, for example, deal with Customer users (i.e. BidsOnline system administrative users including buyers, project administrators, etc.) or with password issues requiring special assistance, or with possible product bugs or failures. In this case, some research and investigation may be required. 5. Additional Modules The Emergency Operations module license is available to all agency users and to be assigned by Customer. ©2000-2013 PlanetBids, Inc (818) 992-1771 Confidential & Proprietary, R15914-10 "For Government Review Only. Exempt from Release Under the Freedom of Information ACT ("FOIA") Pursuant to 5 USC 552(b) (4)"