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Response to the City of Santa Ana <br />Telephone System and/or Voicemail System Maintenance <br />Willinn & nhlo to nrnvirlo nnrl /nr r nw...l.. <br />Item Yes No Exception\s <br />when Minor Repairs are necessary <br />during normal City working hours (8- <br />5. <br />• Minor Repairs should be completed x Yes ? No *Hardware replacement considered <br />within twenty-four 24 hours. major. Excludes hardware. <br />• Respond within two (2) hours of the x Yes ? No <br />City's notification by the <br />Telecommunications Coordinator or <br />his/her designee in case of Major <br />System Failure during normal City <br />working hours 8-5 <br />• In case of Major System Failure, x Yes ? No <br />before or after normal City working <br />hours (8-5), or on weekends or days <br />observed by the City as holidays, the <br />Vendor shall respond to notification <br />of major failures within four (4) <br />hours of said notification. <br />• Major System Failure repairs should x Yes ? No *48 business hours <br />be completed within forty-eight (48) <br />hours. <br />• In the event that the Vendor has not ? Yes x No <br />repaired a Major System Failure <br />within forty-eight (48) hours, Vendor <br />will provide and install on site loan <br />equipment at no additional cost to <br />the City, within forty-eight (48) <br />hours after failure notification. <br />• The City Telecommunications x Yes ? No *In agreement with NEC. <br />Coordinator or his/her designee will <br />determine the designation of any <br />re air as either Minor or Major. <br /> <br /> <br />Empowered by Innovation <br />24 <br />25A-83