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City of Sunny Isles Beach <br />((RFP# 11 -12 -01 <br />D:0)) Fleet Wide Remote Management System <br />nflo �Q January 4 2012 '1� D <br />Service Response Plan <br />The following is RSI's standard Customer Support Plan: <br />RSI will maintain all equipment and support software for one year, parts and labor. In addition, <br />RSI will provide two options to help ensure smooth operation of the system: <br />1) Phone Support During the warranty period, RSI will provide unlimited phone support via <br />our toll -free number [(866) 869- 77001. After hours support is available 24/7 through the 911 <br />option on our telephone system. <br />2) Remote Access Support <br />This option allows RSI staff to check in on system health, troubleshoot problems on -line with <br />customer staff and monitor the system remotely via dial -up or TCP/IP (VPN) access. <br />Any travel required to support on -site service is not included. <br />Severity <br />Time Reported <br />Target Response Time <br />Response Method <br />1 <br />7x24 <br /><4 Hours <br />Phone Call <br />(Follow -up with Remote Access <br />Troubleshooting as Necessary) <br />2 <br />Regular Hours <br /><3 Hours <br />Phone Call <br />(Follow -up with Remote Access <br />Troubleshooting as Necessary) <br />Phone Call <br />2 <br />After Hours <br />Next Business Day <br />(Follow -up with Remote Access <br />Troubleshooting as Necessary) <br />3 <br />Regular Hours <br /><8 Hours <br />Phone Call <br />(Follow -up with Remote Access <br />Troubleshooting as Necessary) <br />Phone Call <br />3 <br />After Hours <br />Next Business Day <br />(Follow -up with Remote Access <br />Troubleshooting as Necessary) <br />The Customer acknowledges and understands that the Service Provider's ability to respond <br />within these times is dependent on the Customer's fulfillment of its obligation to provide remote <br />access. * Response time targets are measured from receipt of first notification by telephone to <br />our Main Office Number [(310) 787 -7700] or toll -free number [(866) 869 - 7700]. For after hours <br />calls follow our instructions for Emergency Service, directory 911. A page will go out to an on- <br />call support provider. <br />* *Regular Hours are defined as Monday through Friday, 9 A.M. to 5 P.M. Pacific Time, <br />excluding holidays. After Hours are all non - Regular Hours. <br />Radio Satellite Integrators, Inc. <br />CONFIDENTIAL <br />53 <br />