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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 comaiv <br />Item <br />Yes <br />No <br />. . <br />when Minor Repairs are necessary <br />during normal City working hours (8- <br />5. <br />• Minor Repairs should be completed <br />x Yes <br />❑ No <br />*Hardware replacement considered <br />within twenty-four 24 hours. <br />major. Excludes hardware. <br />• Respond within two (2) hours of the <br />x Yes <br />❑ 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, <br />x Yes <br />❑ 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 <br />x Yes <br />❑ No <br />*48 business hours <br />be completed within forty -eight (48) <br />hours. <br />• In the event that the Vendor has not <br />❑ Yes <br />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 <br />x Yes <br />❑ No <br />*In agreement with NEC. <br />Coordinator or his /her designee will <br />determine the designation of any <br />repair as either Minor or Major. <br />NEC Empowered by Innovation 24 <br />