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Crola Number PP-201E021540SA <br />Packet Fusion Team <br />Corte Dete: 2n52ma <br />John lir Inck. Praaelee Entl[rear raj y5eiim ®veckMNabn.mm <br />Project: Maintenance/Support <br />P®APeao=k SsrdorA=trtEmeueve noeecmk,IDclafttan!mcam <br />Qemmer Nene: Clty of Santa Ara <br />KawyNelean,DhecWcfSalwSoU kmlemvAmckesuv>on,cvs <br />CustomerCordwL Jack Oullo <br />Darfelaualemenla,OderPmo IN dbusbmante(elovekaifiaton mm <br />Location: All <br />37 70.50 <br />MAID UPFRONT.OPTI <br />Nf <br />Yser1: <br />krckrded <br />YsaZI 5 - <br />2020D.A3 <br />ursan 3 7 <br />W4 <br />37 70.50 <br />nra2 4 6 <br />rah $ <br />73 <br />IfInchded maamemantan0 Paid ortnu* dOatkal Palos& 5%Dlocount <br />dtncluded In apeemertand paid annaadyw1h oriaksl purchase. 7.5% Dbmnt <br />Mekxarremro m5a gvatedaborerepreseM 4hwreeyonse 1Nre, and fool covwape &aero equlpnren!, ormpfemhnn'baalpaokage <br />eva7ad'e. <br />Premirmt Maintenance Agreement additionally Includes: <br />PPM - PdmaryPerbd of Matntermnce: 24 x 7 x 3f95 <br />Response Time for Nrror Malfwulbn: 2 hours by Telephone and 24 hours on site for Catlfamb locations. <br />• Response Time for Major Malfunction: t hour by Telephone and 4 hours on-site for California locations. <br />Next Business Day Parts replacements for alias outside California but vriHan US. <br />• This SLA does not cover international locations. <br />' Full Advanced Replacement Warranty on as equipment- phones not covered. <br />Parket Fusion Personalized Web Portal for on-line account control, tracking and equipment Inventory Info. <br />Ail ShoraTel Softyrare updates are included: Patches / Fixes / Updates / Now Releases - (hardware and OS labor not Included). <br />Proactive Remote System Monitoring with Maitdertance and DlagnosdCs <br />• Access to ShorsTel.com website for Knowledge Base / Whilepaper I FAQs / Downloads <br />Non ShoniTel Products may require costs for upgrades. <br />In addd/on to Ihesesvrkes rho purchase ofdreso mnhacLs t+dl erHbe you ro prohurodraara on laboroutside the scope offhe <br />cedmudidudfn¢ <br />Tref&SMdfes Schedded CudamwCma SoNwe1twa a•Sy4femAudh(peen-&pourdk4,Aftr4owvwvkes•&M4C <br />(Naves, Adder• & Changes) <br />Normal BwNcas Flom labor Rates <br />T A M: $175.00 per lour <br />SappodC uxbm= $125.00 per low <br />"Requirements ford] Semtk . <br />• MWMM Ked labor hoes of 0.6 W remora service & 1 how M uasib servkes plus 7 tour of travel <br />• <br />After tourunito rates asf be based on t.5x ronoal labor robs <br />• Travel Charges may be applied to locadmn 25 Mlos outside of PFI office areas <br />• Ail Materials vriu be charged swam" <br />• VPN amass is required for remote support <br />vouldedde. <br />PA CKEMION CShoreTel <br />eeuenwmooevooaoe <br />MnarYa re,G •arra raaneu Mvaemrae-v.rrwaasw,m. <br />20B-23 <br />