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Exhibit A - Scope of Work <br />Signature Technology Group <br />P S I <br />TCChDvta <br />Equipment covered <br />1.1 The Vendor must disclose in its proposal any model of equipment identified <br />by the City as part of its current inventory for which it will not provide the full <br />range of services included in this RFP and/or would terminate all or part of <br />service prior to end of the term of the agreement. <br />In Agreement <br />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). In <br />Agreement <br />Break -Fix <br />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 equipment <br />specifications within the time frame defined in the agreement. <br />Except in the cases of acts of God or intentional abuse as are commonly <br />defined by industry standards. STG will return the equipment to 100% <br />functionality but there may be a charge if the root cause was one of the <br />reasons listed above. These issues are extremely rare but we wanted to be <br />thorough in our response. <br />Support Services <br />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 />In agreement <br />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 />In agreement <br />4 Service Requests <br />4.1 The City must be able to initiate a request for support 24x7x365. <br />In agreement <br />4.2 Service requests can be submitted to the vendor via toll-free phone number <br />and via web. <br />25C-16 <br />