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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 />General Descriptions of Technical Support Plan Parameters <br /> <br />Basic Software Assurance Plan - includes all features mentioned In this document except as noted <br />'Priority Support Plan Only' Primary differences between Basic Support and Priority Support are as <br />follows <br /> <br />Response to technical support events guaranteed by next business day <br />Support calls use standard phone number, not 800 number <br />Lower tier Queue for technical support calls <br /> <br />Priority Software Assurance Plan - includes all features mentioned in this document including Items <br />listed below <br /> <br />Response to technical support events guaranteed within 45 minutes <br />Support calls use 800 phone number <br />Upper tier Queue for technical support calls, have priority versus Basic Support plan accounts <br />Yearly site survey to evaluate project status and recommend improvements/upgrades; Annual site <br />workdays for system and process review and optimization <br /> <br />R&S Scanner System Support / Hardware - R&S uses the manufacturer warranty plans to support and <br />supplement the R&S Scanner Systems Support Plan. R&S scanners system technical support plans <br />Includes the following: <br />Onsite scanner repair, all required parts (except consumables - rollers and lamps) <br />Scanner replacement if repair requires shipment to manufacturer, includes shipping costs <br />Annual onsile cleaning and scanner maintenance <br />Scanner pads as required (consumables prOVided through R&S plan, not provided In <br />manufacturer warranty) <br />Parts and associated repair costs Included for one year after install/setup, all on site <br /> <br />Standard Scanner Warranties From Kodak (scanner manufacturer) <br />See attached Kodak Scanner Warranty Statement <br /> <br />R&S Integrated Products and Services, Inc. <br /> <br />Page 103 <br />