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APPENDIX A Proposal Response Form <br />(Continued) <br />Section 2b. Pricing Form <br />11. Identify your firm's ability to support each maintenance service level listed below, any exceptions, <br />any alternatives, proposed pricing and any and all other associated charges. <br />[ref: section 2.3.1] <br />Maximum Phone Response Time 15 minutes <br />Maximum Response Time 3 hours <br />Return-To-Service Time 6 hours <br />Condition of System at <br />Intermediate Period of Time Not applicable <br />Condition of System at Close Out System restored to fully functionality. <br />No work-arounds or temporary parts allowed. <br />Vendor can and will support these <br />maintenance service levels ? Yes <br /> <br />? No <br />Identify any exceptions <br />Alternatives <br />(explain) <br />12. Multi-Year Discount. The City seeks pricing for an initial agreement term of three [3] years. <br />Proposers must provide pricing which is fixed by specific model of equipment for this initial term. <br />[ref: section 2.3.21 <br />Term of agreement for Data Center Pricing Discount Describe how three [3] year term pricing would <br />support and maintenance different from a one-year term pricing [e.g. <br /> discount, etc. <br />3 years ? No <br /> ? Yes <br />13. Customer Loyalty Discount. The City seeks pricing for each of two optional additional one-year <br />terms. <br />[ref: section 2.3.3] <br />Term of agreement for Data Center Pricing Discount Describe how additional one-year term pricing <br />support and maintenance would different from single year term pricing [e.g. <br /> discount, etc. <br />Two optional additional one-year ? No <br />terms ? Yes <br />City of Santa Ana <br />Page 27 of 39 <br />25C-39 ExhibitA