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• <br />2.1.1.2 The Vendor must disclose in its proposal any model of equipment <br />identified by the City as part of its current inventory for which it will not <br />provide the full range of services included in this RFP and/or would <br />terminate all or part of service prior to end of the term of the agreement. <br />SMS Response: Read and comply. SMS is capable of supporting the entire list of equipment noted <br />above in Paragraph 1.2. Further, SMS has proposed multi-year loyalty discount options. See <br />attached SMS Maintenance Service Agreement (MSA) for equipment list, coverage, pricing and <br />options. <br />2.1.2 Break-Fix <br />2.1.2.1 Simply put, if something covered under the agreement breaks, the City <br />expects the Vendor to return it to at least manufacturer's original <br />equipment specifications within the time frame defined in the agreement. <br />SMS Response: Read and acknowledged. Optionally, SMS can provide the City "All-Inclusive" <br />equipment coverage which includes coverage for terrorism, vandalism and employee abuse as <br />well as wear-and-tear beyond normal use such as flood, fire and water damage. <br />2.1.3 Support Services <br />2.1.3.1 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 />SMS Response: Read and comply. SMS support and support processes for emergency repair are <br />in operation 24 hours per day 365 days a year. <br />2.1.3.2 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 />SMS Response: Read and comply. SMS will provide assistance as necessary to the City staff <br />conducting self-help measures for all emergency repair service calls. SMS encourages <br />"shadowing" by any City IT staff member who may be in a position to learn from our SMS Field <br />Engineers. <br />2.1.4 Service Requests <br />2.1.4.1 The City must be able to initiate a request for support 24x7x365. <br />SMS Response: Read and comply. SMS support and support processes for emergency repair are <br />in operation 24 hours per day 365 days a year. <br />2.1.4.2 Service requests can be submitted to the vendor via toll-free phone <br />number and via web. <br />SMS Response: Read and comply with exception. SMS provides atoll-free as well as a local <br />telephone number to our clients for technical support requests. Since all service call requests are <br />answered live by SMS technical services personnel, our speed of response is improved with <br />telephone communications when initiating a service call. SMS is currently updating our service <br />tracking program and will be implementing aweb-based option for our clients which is anticipated <br />to be on-line Sept, 1, 2006. <br />2.1.4.3 The City shall assign the level of severity to each service request. <br />SMS Response: Read and acknowledged. <br />2.1.4.4 The City shall determine when a service call has reached close-out. Only <br />at this time can the ticket be deemed completed. <br />SMS Response: Read and accepted. Upon completion of a service call, SMS Field Engineers <br />present our clients a written Service Activity Report (SAR). This report contains a summary of <br />infonmation on the purpose of the on-site visit, the equipment problem, appropriate steps taken <br />