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Major System Failure <br />• Respond on -site within 30 minutes of the City's notification by the Telecommunications <br />Coordinator or his /her designee in case of Major System Failure during normal City <br />working hours (8 -5). <br />• In case of Major System Failure, before or after normal City working hours (8 -5), <br />or on weekends or days observed by the City as holidays, the Vendor shall respond <br />on -site to notification of major failures within two (2) hours of said notification. <br />• Major System Failure repairs should be completed within twenty -four (24) hours. <br />• In the event that the Vendor has not repaired a Major System Failure within <br />twenty -four (24) hours, Vendor will provide and install on -site loan equipment at <br />no additional cost to the City, within forty - eight (48) hours after failure notification. <br />• The City Telecommunications Coordinator or his /her designee will determine the <br />designation of any repair as either Minor or Major. <br />• Serve as agent on the City's behalf for all telephone company associated service and <br />repair issues. <br />• Provide for use by the on -site technician (and all substitute or supplemental <br />technicians) a portable or laptop maintenance terminal for use In supporting the City's <br />telephone system. <br />Part B — CENTIGRAM Voicemail System <br />Provide all required maintenance (parts and labor) and maintain the CENTIGRAM in <br />good operating condition in accordance with the manufacturer's technical <br />specifications. This is to include the most current software release at no additional <br />charge. <br />• Use only original equipment manufacturer (OEM) parts for repair or replacement of <br />defective equipment <br />• Perform preventive maintenance on the CENTIGRAM in accordance with <br />manufacturer's specifications. <br />■ Preventive maintenance shall be performed on a schedule which is workable with <br />the City's operating requirements and which is mutually acceptable to the City and <br />the Vendor. <br />■ Completed preventive maintenance checklists will be provided to the City <br />Telecommunications Coordinator on a monthly basis. <br />• Perform monthly system backups and an Offline Run /Verify at least once every six <br />months. <br />• Maintain an adequate on -site inventory of spare OEM parts for repairs and <br />replacements. <br />■ The Vendor will identify the amount and type of storage space it prefers. Actual <br />storage space to be provided by City will be determined by the City <br />Telecommunications Coordinator. <br />C7 <br />