LD SYSTEMS - 2012 - Laserfiche WebLink

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EXHIBIT A A. SCOPE OF WORK 1. Pursuant to the requirements of State of California and all applicable local regulations, Contractor shall provide Treasury payment services on a 24/7 basis at City Hall, 20 Civic Center Plaza, Santa Ana, CA 92701. 2. Equipment. Contractor shall lease a kiosk to City at the rate set forth in Attachment 1 hereto. Additional kiosks may be leased and installed at the mutual agreement of the parties. Each kiosk shall stylize a touch screen and services shall be available in both English and Spanish language. Initially, contractor shall install one kiosk in the City Hall lobby area, accessible from the front patio area during hours that City Hall is closed. Contractor shall provide additional kiosks at the same lease amount should the City elect to install additional kiosks at its facility; provided, however, that (a) such election must be made within 12 months of the execution of Agreement and (b) there are no basic interest rate changes. 3. Subcontractors. Contractor elects to provide all required Contractor services through its work force. Contractor agrees to provide City with prior written notice of any use of subcontractors to perform the required services. Contractor shall assure that each subcontractor utilized will be appropriately insured and bonded. 4. Support and Maintenance. a. Contractor shall provide the necessary technical support and maintenance of all kiosk machines in accordance with the following policy: Support calls will be received by Contractor's technical support partner ("Support") between the hours of 5:00 am and 5:00 pm, Pacific Standard Time (PST), Monday through Friday, with a 2:00 pm call receipt cut-off time for same day parts shipment. This provides same- day phone diagnostic response. Support will endeavor to answer calls in real time, but response within two hours is guaranteed. Support will promptly work through a series of questions with City to provide basic diagnostics of the issue and determine if a replacement part and / or a Field Service Technician needs to be sent out. If this is the case, Support arranges for overnight shipment of replacement parts and schedules the Field Technician Visit to arrive within 24 hours of call receipt. While the Field Technician is scheduled as part of this same-day process, the customer site visit does not occur until the following day when the part has been delivered. Support always utilizes the best overnight shipping delivery available for the defined location — FedEx Priority Overnight or UPS Next Day Air. Following this chronology eliminates the cost and interruption involved with duplicate site visits. Getting the replacement parts in the Field Technician's hands (as part of the repair process) provides a streamlined, productive service call and has been proven to be the most effective way to minimize down-time on mission critical applications. 6/5/12 8of11