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HomeMy WebLinkAboutContract No. 2014-2598Mitel Software Assurance is not included. Labor is 8-5 M-F standard. Option H — Phones Excluded: Mitel Handsets (Phones) not included in coverage on this contract. 4 Year Standard Contract Total $13,800.00 @ 2014, MARCO Page 1 of 4 Jan 1, 2014 RV IN, Mo Gt, Price Qty Item # Description Serial # Total Each 1 50005090 Mitel MXe Controller AVEEE3891 One Year Contract $3,450.00 $3,450.00 Four Year Contract Total $13,800.00 $13,800.00 Less 10% Discount for Four Year Contract -$1,380.00 -$1,380.00 Four Year Contract Total with Discount $12,420.00 $12,420.00 One Year Payment $3,105.00 $3,105.00 Mitel Software Assurance is not included. Labor is 8-5 M-F standard. Option H — Phones Excluded: Mitel Handsets (Phones) not included in coverage on this contract. 4 Year Standard Contract Total $13,800.00 @ 2014, MARCO Page 1 of 4 Jan 1, 2014 Terms, Conditions, and Definitions: For service as specified on the equipment listed, the undersigned agrees to pay in advance the total amount due Marco, in accordance with the terms specified. Marco reserves the right to delay service if your regular account is delinquent. The undersigned represents that they are the Owner of the equipment or that they have the Owner's authority to enter into this Agreement. This Agreement is subject to acceptance by Marco. It takes effect on the beginning date, continues in effect for this specified period, and will remain in force thereafter; with automatic renewal at the prevailing rates, until canceled in writing by either party. If canceled, 90 day notice is required and 80% of any unused portion of contract will be credited to the customer. Any manufacturer software assurance contract fees incurred are non refundable. If this is a multi -year contract, additional early termination fees will be applicable. Coverage: • Reporting Desk – Manned 24x7 to report trouble. • PPM – Principal Period of Maintenance (PPM) 8:00am – 5:00pm Monday – Friday. • PPU – Principal Period of Upgrades (PPU) 7:00am – 7:00pm Monday – Friday. Fifty percent or greater of the time required to upgrade should fall into this window. • Emergency Two Hour Response - Trained technician provides an initial response to emergency trouble calls within 2 hours during the Principal Period of Maintenance (PPM) EMERGENCY is defined as a major malfunction consisting of one or more of the following: 1) No incoming or outgoing calls, 2) 40% of all telephones inoperative, 3) 20% of all outside lines inoperative, 4) No intercom calls, 5) Attendant console inoperative. • Standard Next Business Day Preferential Response – Trained technician responds the next business day to routine trouble calls giving Customer `Head of the Line" privileges. • Labor and Travel for Emergency or Standard Trouble Calls —Labor and travel is included at no charge during the PPM. • Expedited Parts – Full replacement of all covered failed components shipped by the most expeditious means *. Replacement equipment and parts will be of equal quality of original parts and work performed by qualified technicians. • Remote Moves, Adds, and Changes – As long as the Customer allows remote access to Marco, remote MAC's will be done at no charge * *. If a technician must be dispatched to the Customer site to perform MAC work, additional charges will apply. Remote MAC's are limited to 1 hour per week. Marco will notify customer when the one hour has been exceeded and ask customer for a PO or other forms of payment. • Software Upgrades – For systems where the operating system is able to be upgraded via software, we will provide one software upgrade annually during the PPU, assuming that the Customer has purchased the appropriate Software Assurance from the manufacturer if applicable. Customer will be responsible for hardware purchases needed to support the upgrade. This does not include Microsoft Windows operating systems. Upgrades will be performed on a mutually agreeable software version number and all systems will be kept current to a minimum load to reflect manufacturer support requirements. • Software Updates – Updates to correct any software errors that prevent your system from performing to published specifications, as required. Assumes no hardware replacements are required. • Annual Site Review – Trained technicians will perform an annual check of your system and make appropriate recommendations. During this review, items like service call history, error logs, version information, and backup review, will be compiled remotely and supplied to the customer. • Handset Training – Access to Web based user portal for handset training. © 2014, MARCO Page 2 of 4 Jan 1, 2014 Optional Coverage: F-1 A. Response times — Standard service level agreements can be adjusted, Example — Standard 2 hour emergency response can be adjusted to I hour. ❑ B. Labor and Travel for Emergency or Standard Trouble Calls—Labor and travel is included at no charge if purchased for 24 X 7 X 365. ❑ C. server Hardware — For server hardware that is added to a Marco Managed Voice package, Marco will honor the manufacturer warranty and include a premium service manufacturer warranty (care pack) or equivalent on the covered hardware. All parts will be sourced to the manufacturer utilizing the manufacturer warranty for entitlement and fulfillment. Labor to install parts is included during the PPM. Labor to reload the Windows Operating system is not included under this contract. ❑ D. Data Networking Equipment - For LAN/WAN hardware that are added to a Marco Managed Voice package, Marco will include a manufacturer warranty (Smartnet contract) or equivalent on the covered hardware. All parts will be sourced to the manufacturer utilizing the manufacturer warranty for entitlement and fulfillment *. Labor to install parts and configure replacement parts is included during the PPM. This coverage is for break/fix type of service only. ❑ E. Alarm Notification — IP PBX alarm monitoring will be configured to notify Marco of any major alarm collected on the system. F-1 F. Selective equipment coverage — Equipment Coverage can be applied selectively based upon customer needs. Example — Customer can select to cover all wireless handsets and not cover all wired handsets. Example - Microsoft Exchange Voicemail and OCS ❑ G. Parts only — Marco will supply Voice related equipment parts as required. Any labor to troubleshoot or install will incur additional charges. Any mention of a labor component in this document becomes invalid when selecting this option. �71 H. Phones Excluded —Marco will not cover handsets. V\J Not Covered: • Overtime Labor — Onsite labor after the PPM / PPU will be charged portal-to-portal. • MAC On-Site Labor—If on-site labor is required for Moves, Adds or Changes, • Equipment and Labor Costs for Hardware Upgrades • Facility Changes--Any adjustments to the system necessitated by building or furniture changes. • Acts of God or Abuse--Repairs caused by lightning, water damage, fire, and any other damage caused by other than normal use. • Virus or SPAM—Any Virus or SPAM attack damage. • Licensing or Patching of Operating System/ Protection Software—The Customer is responsible for keeping any PC/Server operating system licenses or patches current as well as any protective Virus or Spam software current. Marco will keep Application Software current as outlined above. • UPS—While the UPS will be tested for functionality, it is the responsibility of the Customer to repair or replace batteries or UPS as required. • Telco — Local and long distance line problems will be identified to the source. Carrier resolution will be the customer or customer's agent responsibility. • QoS — Configuration, troubleshooting or assurance of QoS on customer or vendor owned network equipment including layer 2/3 switches, routers and firewalls. • Misc — Analog cordless phones, headsets, and amplified handsets or expendable items such as batteries. *Assumes "in stock" status at the distributor / Manufacturer. If not available, Marco will attempt to provide an alternate solution as a temporary measure. ** All Marco Managed voice contracts require high speed access via the internet for remote support. Additional charges will be applied if this is not available. 0 2014, MARCO Page 3 of 4 Jan 1, 2014 Accepted By __f?r-x I= 1 97 O 2014, MARCO Page 4 of 4 Jan 1, 2014