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<br />The School District of Lee County, Florida - RFP # 6211 <br />Document Imaging System <br /> <br />August 5, 2004 <br /> <br />15.0 TECHNICAL SUPPORT <br /> <br />Through SAP subscription, customers are entitled to maintenance and version upgrades as well as site, <br />telephone, and em ail support by R&S Integrated R&S will support the system and established work <br />processes locally and will act as SDLC's first line of technical support Should an issue arise that R&S <br />cannot resolve immediately, R&S will be supported by LaserFiche's support and development teams <br />LaserFiche's support desk is open from 6AM to 6PM PST, Monday through Friday <br /> <br />R&S technical support is provided 7:00AM to 6PM EST, Monday through Friday (800-508-9609). <br /> <br />The Fujitsu and IDEAL scanners are warranted through manufacturer maintenance plans, R&S onsite <br />support and repair, and R&S scanner replacement. R&S does not bill for overtime; service hour costs are <br />presented in the Cost Worksheets <br /> <br />R&S has three systems analysts dedicated to technical support. Two other staff members provide backup <br />In this group. Events can involve corrective maintenance using voice technical support, email, ftp transfer <br />of software files and upgrades, and onsite service. <br /> <br />R&S does not have voice mail to manage technical support; therefore, a person will always answer the <br />R&S technical support phone line (or responds to email real time). Typically, 90% of the time, the <br />technical support event or corrective measure will be resolved at the time of the phone call or in <br />immediate response to email. R&S prides itself in the level of technical support or corrective maintenance <br />It provides At most, issues will be resolved by next day; again, most technical support events are <br />resolved at time of call or email R&S responds to corrective maintenance or technical support within 1 5 <br />minutes or at time of request (the maximum response lime accepted by R&S corporate). By contract, <br />R&S will respond real time at moment of notice or within 2 hours to technical support issues. <br /> <br />As 90% of R&S projects are in south Florida. R&S always has personnel working in the south Florida area <br />Lee County is within 3 hours of driving lime from the R&S office; R&S Will provide local onsite support as <br />required. TYPically, at most, R&S support professionals are within a two-hour drive time prOXimity. <br />Equipment and software are warranted against defects In material or workmanship and meet the <br />published specifications In effect on the date of manufacture. Warranty periods are of one year from the <br />date of delivery to SOLe. Parts supplied or repaired under service are warranted for one year following <br />Installation. <br /> <br />Training Will provide details of required preventive maintenance procedures including schedules and who <br />IS to perform each activity. Documentation will be produced for each work process and maintenance <br />procedure. All preventive maintenance required is covered by the annual support and upgrades cost <br /> <br />R&S Integrated Products and Services, Inc. <br /> <br />Page 90 <br /> <br />r'.. <br /> <br />:r:~ <br />,",., <br />r ' <br />~'1' ~' <br />