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<br />City Required Terms and Conditions Accept Decline Identify any Alternatives <br /> exce 'ons ex lain <br />E ui ment covered <br />The City may add and/or remove equipment from •Yes ^ No <br />the coverage of the agreement with 15 days prior <br />written notice. <br />ref: section 2.1.1.1 <br />The Vendor must disclose in writing in its Yes ^ No Refer to 2.2.1.2 above <br />proposal any model of equipment identified by for detailed response. <br />the City as part of its current inventory for which <br />it will not provide the full range of services <br />included in this RFP and/or would terminate all or <br />part of service prior to end of the term of the <br />agreement. <br />ref: section 2.1.1.2 <br />Break-Fix <br />Simply put, if something covered under the •Yes ^ No SMS offers "All <br />agreement breaks, the City expects the Vendor Inclusive" service for <br />to return it to at least manufacturer's original coverage beyond <br />equipment specifications within the time framed "normal wear and <br />efined in the agreement. tear." Refer to 2.1.2.1 <br />ref: section 2.1.2.1 above. <br />Su ort Services <br />Help desk phone support must be available Yes ^ No Refer to 2.1.3.1 above <br />24x7x365 and not have a wait time over 15 for detailed response. <br />minutes to speak to a support engineer. <br />ref: section 2.1.3.1 <br />Help desk assistance for the City's efforts in self- •Yes ^ No Refer to 2.1.3.2 above <br />help. This consists of advice on new for detailed response. <br />configurations, new hardware configurations and <br />troubleshooting issues while waiting for an onsite <br />engineer to arrive. <br />ref: section 2.1.3.2 <br />APPENDIX A Proposal Response Form <br />(Continued) <br />Service Re uests <br />The City must be able to initiate a request for •Yes ^ No Refer to 2.1.4.1 <br />support 24x7x365. above for detailed <br />[ref: section 2.1.4.1] res onse. <br />Service requests can be submitted to the vendor •Yes ^ No Refer to 2.1.4.2 <br />via toll-free phone number and via web. above for detailed <br />[ref: section 2.1.4.2] res onse. <br />The City shall assign the level of severity to each •Yes ^ No Refer to 2.1.4.3 <br />service request. above for detailed <br />[ref: section 2.1.4.3] res onse. <br />The City shall determine when a service call has •Yes ^ No Refer to 2.1.4.4 <br />reached Close-Out. Only at this time can the above for detailed <br />ticket be deemed completed response. <br />ref: section 2.1.4.4 <br />Preventive Maintenance (PM'S) <br />U dates/Re airs <br />PM's performed at a frequency to ensure •Yes ^ No Refer to 2.1.5.1 <br />firmware/BIOS/driver patches and updates are above for detailed <br />installed in a timely manner. response. <br />ref: section 2.1.5.1 <br />Every effort is taken by the Vendor to proactively Yes ^ No Refer to 2.1.5.2 <br />avoid problems. above for detailed <br />[ref: section 2.1.5.2] res onse. <br />Staffin <br />Vendor's staff to work on the City site must be •Yes ^ No Refer to 2.1.6.1 <br />able to ass a Police back round check. above for detailed <br />