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~ ~ <br />keeping the Service Manager informed of the progress of each service call so the Service Manager <br />can schedule additional help if required, escalate to the SMS Corporate Support Group or plan <br />alternative support methods to assist in the current call being closed-out. <br />2.2.7.2 Commitment to SLA reflected by Vendor's willingness to pay refunds for <br />missing service levels. <br />SMS Response: SMS always offers clients a right of cancellation with a fifteen (15) day notice if <br />SMS fails to comply with the service agreement. In over 25 years of maintenance contracts such <br />cancellation has never been implemented. <br />2.3 Pricing <br />The City wishes to explore the potential pricing for a range of service/repair options. These <br />options are listed in Table B. below. The options vary in three areas: <br />Maximum The elapsed time from the moment City contacts the Vendor by either <br />Response = phone or email requesting support to the instance when the Vendor's <br /> support staff reports on-site at the City data center. <br />Return-to-Service The elapsed time from opening of service request to time City closes <br />Time = request. <br />Condition of The acceptable condition of a system for which service has been <br />System at Close requested after a predefined elapsed time period and after the Vendor's <br />Out = service/repairs are deemed by the City successfully completed. <br />SMS Response: Read and understand. <br />2.3.1 Proposers are asked to respond on their ability to support each option and to <br />provide pricing for each model of Data Center equipment employed by the City <br />(see Table B) for each supported option. <br />Table B. Service/Repair Options <br />Option <br /># Maximum <br />Phone <br />Response <br />Time Maximum <br />Onsite <br />Response <br />Time Retum- <br />To- <br />Service <br />Time Condition of System at <br />Intermediate Period of Time CondiSon of System at Close Out <br />1 15 3 6 Na System restored to full <br /> minutes hours hours functionality. <br /> Nowork-arounds or <br /> temporary parts allowed. <br />2 15 3 24 Essential functionality Full functionality restored to <br /> minutes hours hours restored to system system within 24 hours. <br /> within 12 hours. <br /> No work-arounds or <br /> Work-arounds and temporary parts allowed. <br /> temporary parts <br /> allowed. <br />