Common use of Maintenance Support Clause in Contracts

Maintenance Support. A primary consideration for system selection will be the vendor's ability to provide maintenance, service and support. This section establishes the minimum requirements of the Maintenance Agreement. a. Contractor shall supply a rate card if requested, listing annual maintenance cost for the installed audio and video systems for the post-warranty year of installation. These costs are to be listed for Helpdesk, next day parts shipment, or onsite maintenance services. Contractor shall be very specific as to what is covered and what time and material costs are. Maintenance costs are to be itemized in a separate section. b. Contractor shall guarantee response time of within four (4) hours for emergency service as required by the owner agency. That service may be delivered via remote diagnostics with onsite response if the problems cannot be corrected remotely. Regular service shall be guaranteed by the close of business the following business day if identified by 2:00PM EST. It is mandatory to have a toll-free dial-up telephone support service with remote diagnostic troubleshooting capabilities. The Contractor shall provide help desk services and remote diagnostics to the State of Vermont on purchases made from this contract. Problem determination, tracking, reporting and follow-up with callers shall be provided. The Contractor shall provide help desk and remote diagnostics for existing systems. Maintenance escalation procedures shall be defined if response times are not met. Contractor shall list maintenance response times for onsite 4-hour emergency or next day and Helpdesk 1 hour. c. The Contractor’s help desk services and remote diagnostics shall be available, at a minimum, Monday through Friday, 7:30 a.m. to 5:00 p.m.

Maintenance Support. A primary consideration for system selection will be the vendor's ability to provide maintenance, service and support. This section establishes the minimum requirements of the Maintenance Agreement. a. Contractor shall supply a rate card if requested, listing annual maintenance cost for the installed audio and video systems for the post-warranty year of installation. These costs are to be listed for Helpdesk, next day parts shipment, or onsite maintenance services. Contractor shall be very specific as to what is covered and what time and material costs are. Maintenance costs are to be itemized in a separate section. b. Contractor shall guarantee response time of within four (4) hours for emergency service as required by the owner agency. That service may be delivered via remote diagnostics with onsite response if the problems cannot be corrected remotely. Regular service shall be guaranteed by the close of business the following business day if identified by 2:00PM EST. It is mandatory to have a toll-free dial-up telephone support service with remote diagnostic troubleshooting capabilities. The Contractor shall provide help desk services and remote diagnostics to the State of Vermont on purchases made from this contract. Problem determination, tracking, reporting and follow-up with callers shall be provided. The Contractor shall provide help desk and remote diagnostics for existing systems. Maintenance escalation procedures shall be defined if response times are not met. Contractor shall list maintenance response times for onsite 4-hour emergency or next day and Helpdesk 1 hour. c. The Contractor’s help desk services and remote diagnostics shall be available, at a minimum, Monday through Friday, 7:30 7:45 a.m. to 5:00 p.m.