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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 <br />15 minutes <br />Maximum Response Time <br />3 hours <br />Return -To -Service Time <br />6 hours <br />Condition of System at <br />Intermediate Period of Time <br />Not applicable <br />Condition of System at Close Out <br />System restored to fully functionality. <br />No work-arounds or temporary parts allowed. <br />Vendor can and will support these <br />maintenance service levels <br />❑ Yes <br />❑ No <br />Identify any exceptions <br />❑ Yes <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 2.3.2] <br />Term of agreement for Data Center <br />Pricing Discount <br />Describe how three [3] year term pricing would <br />support and maintenance <br />different from a one-year term pricing [e.g. <br />discount, etc. <br />3 years <br />❑ No <br />terms <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 <br />Pricing Discount <br />Describe how additional one-year term pricing <br />support and maintenance <br />would different from single year term pricing [e.g. <br />discount, etc. <br />Two optional additional one-year <br />❑ No <br />terms <br />❑ Yes <br />City of Santa Ana Page 27 of 39 <br />Exhibit A <br />