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PRODUCT SUPPORT <br /> System Training <br /> Iron Sky will provide an unlimited amount of training for as long as the City of Sunny Isles Beach <br /> is an Iron Sky client. Training will be conducted by a Vigilant Video certified trainer and will <br /> encompass all aspects of the system to ensure that the City of Sunny Isles Beach realizes the <br /> system's full potential. Ongoing training is also included at no extra charge to ensure that new <br /> users are up to speed on the system quickly. <br /> Timely Updates <br /> To ensure that the product the City of Sunny Isles Beach purchases will continue to have the <br /> most up-to-date software, remote updates will be performed to include the most up-to-date <br /> code, patches and software upgrades. <br /> Iron Sky offers a comprehensive software Site License Agreement (SLA). The advantages of <br /> the Software Site License Agreement are endless: <br /> • Unlimited Technical Support <br /> • Complete software maintenance <br /> • All software upgrades <br /> • Unlimited LEARN User accounts <br /> • No Cost LPR data managed/hosted accounts <br /> • Unlimited Mobile Companion Use <br /> kkor • Unlimited use of TAS alerting software <br /> • Access to all Vigilant Video software <br /> The software SLA is an ongoing subscription program, whereby the client'subscribes'to <br /> software usage. The software usage, and therefore the ongoing subscription fees, are charged <br /> on a basis of consumption measured by the total number of physical LPR cameras 'plugged in' <br /> to the enterprise software package. Currently over 90% of Vigilant Video's LEA clientele are <br /> active software SLA program participants. <br /> On-Site Support <br /> Iron Sky will provide complete onsite service and support for as long as the City of Sunny Isles <br /> Beach renews the Annual Service and Support Agreement. Iron Sky is able to remotely <br /> evaluate the health of the system and diagnose issues that arise remotely. For any issues that <br /> require an onsite response Iron Sky will dispatch a local technician, usually the next business <br /> day, depending on the nature of the issue, between the hours of 8am-5pm ET Monday through <br /> Friday. <br /> Warranties <br /> This proposal includes a two-year warranty on all hardware, software and installation. The <br /> Town is able to extend the warranty to five years for an additional $24,720.00 at any time before <br /> the two-year warranty expires. <br /> Iron Sky Response to the City of Sunny Isles Beach Request For Proposal#12-09-01 <br /> Section 4 Page 59 <br />