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Response to the City of Santa Ana <br />Telephone System and /or Voicemail System Maintenance <br />Willina & able to provide and /or comply <br />Item <br />Yes <br />No <br />-. . <br />systems. <br />• Maintain an adequate on -site inventory <br />❑ Yes <br />x No <br />*We don't not provide onsite crash kits <br />of spare OEM parts for repairs and <br />replacements. <br />• The Vendor will identify the <br />x Yes <br />❑ No <br />amount and type of storage space <br />it prefers. Actual storage space to <br />be provided by City will be <br />determined by the City <br />Telecommunications Coordinator. <br />• Respond on -site within four hours <br />x Yes <br />❑ No <br />*Applicable to NEC equipment only <br />(excluding weekends and holidays) of <br />Vendor's receipt of the City's service <br />request when Minor Repairs are <br />necessary during normal City working <br />hours (8-5). <br />• Minor Repairs should be completed <br />x Yes <br />❑ No <br />*Applicable to NEC equipment only <br />within twenty-four 24 hours. <br />• Respond on -site within 30 minutes of <br />x Yes <br />❑ No <br />the 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, <br />x Yes <br />❑ No <br />before or after normal City working <br />hours (8 -5), or on weekends or <br />days observed by the City as <br />holidays, the Vendor shall respond <br />on -site to notification of major <br />failures within two (2) hours of <br />said notification. <br />• Major System Failure repairs <br />x Yes <br />❑ No <br />*Except for EOL equipment. <br />should be completed within <br />Applicable to NEC equipment only. This <br />twenty -four (24) hours. <br />is not applicable to defective <br />equipment caused by the customer or <br />"act of god". <br />• In the event that the Vendor has <br />❑ Yes <br />x No <br />*We do not supply loaner equipment. <br />not repaired a Major System <br />NEC will restore system to the best of <br />Failure within twenty -four (24) <br />their ability on "best efforts" basis. <br />hours, Vendor will provide and <br />install on site loan equipment at no <br />additional cost to the City, within <br />forty -eight (48) hour after failure <br />notification. <br />• The City Telecommunications <br />x Yes <br />❑ No <br />*The City's Telecommunications <br />Coordinator or his /her designee <br />Coordinator will consult with NEC and <br />will determine the designation of <br />come to an agreement to determine if <br />any repair as either Minor or <br />repair is either Minor or Major. <br />Major. <br />• Serve as agent on the City's behalf for <br />x Yes <br />❑ No <br />all telephone company associated <br />service and repair issues. <br />• Provide for use by the on -site <br />x Yes <br />❑ No <br />technician (and all substitute or <br />supplemental technicians ) a portable <br />NECEmpo red by Innovation 16 <br />