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• • <br />for resolution, the name of the technician, date and time of the call and on-site time. The SAR is <br />then presented to the client for acknowledgement and if agreed that the call can be "closed-out" <br />we request signature approval. <br />2.1.5 Preventive Maintenance (PM's) Updates/Repairs <br />2.1.5.1 PM's performed at a frequency to ensure firmware/BIOS/driver patches <br />and updates are installed in a timely manner. <br />SMS Response: Read and comply. SMS provides scheduled semi-annual Preventative <br />Maintenance support for each of the servers covered under the MSA which includes a 14-point <br />check (see attached) of these systems. Acceptance of completion is acknowledged with a <br />signature approval of the work completed. SMS Field Engineers will work in conjunction with the <br />City of Santa Ana to implement any firmware patches and updates. SMS will contact you to <br />schedule this work at your convenience any day or time. <br />2.1.5.2 Every effort is taken by the Vendor to proactively avoid problems. <br />SMS Response: Read and acknowledged. Reference attached copy of the SMS 14-point <br />Preventative Checklist. <br />2.1.6 Staffing <br />2.1.6.1 Vendor's staff to work on the City site must be able to pass a Santa Ana <br />Police Department (SAPD) background check. <br />SMS Response: Read and acknowledged. <br />2.1.6.2 The City reserves the right to not accept or to have a service staffer <br />removed for any reason. <br />SMS Response: Read and acknowledged. <br />2.1.7 Parts <br />2.1.7.1 All parts must be new and built to original equipment specifications. Any <br />exceptions require prior written approval from the City. <br />SMS Response: Read and acknowledged. <br />2.1.7.2 Remanufactured or recertified parts will not be accepted unless new parts <br />are unavailable from the manufacture and then only with the City's prior <br />written approval. <br />SMS Response: Read and acknowledged. <br />2.1.8 Invoicing <br />2.1.8.1 The Vendor must provide the City with a monthly invoice detailing specific <br />services provided by the Vendor and for which the Vendor seeks payment <br />under the terms of the agreement. <br />SMS Response: Read and acknowledged. SMS invoices describe such detailed information as <br />client name and address, purchase order number (if required), description of service, term of <br />service per invoice, discounts, and systems covered. <br />2.1.8.2 The format and details of the invoice will be agreed upon before any <br />billable services can begin. <br />SMS Response: Read and acknowledged. A sample invoice is attached. <br />2.1.9 Sub-contracting <br />2.1.9.1 The Vendor may not subcontract any part of the services under this <br />agreement or use non-employees to perform those services without the <br />prior expressed written approval of the City. <br />