Emergency Support Services. 1 additional year, 3 years total ($495 per year, $1,485 total)
Emergency Support Services. The Fault Reporting System (for SL1 and SL2) is available 24 hours a day, 7 days a week via WEB interface on service portal (additional fee applies). Calls to help line number are generally answered immediately (during Working Hours only). During the call an initial description of the problem must be clearly communicated to the Novatek support engineer. At that time, the Novatek engineer will if possible give immediate instructions to help alleviate the problem. You should also immediately log a Trouble Ticket into the Fault Reporting System and send a supporting email to support@ xxxxxxxxxx.xxx with a clear written description of the Fault. Remote access to the system MUST also be immediately activated by you and details provided to the Novatek engineer verbally and in email. A Novatek technical engineer shall respond within fault reaction time schedule of a Trouble Ticket being raised, to assess and help resolve the problem via phone, email, remote access or other viable means. A tracking number for the incident will be issued to you during this follow up process.
Emergency Support Services. On a continuous basis, Contractor shall provide a dedicated telephone number with voice mail messaging and pager service, for the purpose of City contacting Contractor’s support professional. Contractor shall provide professional telephone support services within 2 hours of City contacting dedicated telephone number. Contractor may limit the number of City Staff allowed to call emergency support services to no less than 4 staff members, as designated by City. For a critical emergency, which shall be defined to include any failure of the City’s network hardware or software that causes a substantial reduction in the effective operations of the City’s computer network, Contractor shall dispatch qualified staff to City Hall for arrival within 4 hours of City contacting dedicated telephone number. Other Support Services Contractor agrees to provide support for network, server, and PC, hardware and software, installations, maintenance, upgrades, troubleshooting, and special projects at the request of the IT Administrator or designee. Rate Schedule for City of Saratoga Resource Level Rate Solution Architect $205 per hour System Engineer II $170 per hour System Engineer I $110 per hour Normal Hours – 6:00 AM to 5:00 PM (Occasional work before 8:00 AM allowed at normal hourly rate to minimize network disturbance, at ZAG’s discretion.) Minimum phone support time will be ¼ hour per call, at above rates. Overtime will be billed as follows: Weekdays 5:00 PM to 7:00 PM Time and one-half Weekdays 7:00 PM to 6:00 AM Double Time
Emergency Support Services. Contractor shall provide twenty-four (24) hours, seven (7) days a week telephone, internet and/or on-site emergency service, on an as-needed basis to the County under this contract. No additional charges should apply to services rendered after hours or on any holidays. Emergency services shall be utilized to restore the system to normal operation. When an emergency is deemed to exist by an authorized County representative, the contractor will be notified of the emergency condition. The standard on-site response time for emergency support is within two (2) hours from the time of notification. When an emergency is due to poor maintenance by the Contractor, Emergency Services shall be performed at no additional cost to the County. Only In the event of an emergency that is due to external circumstances (an act of nature, war, riot, sovereign conduct, or conduct of third parties), the Contractor shall xxxx for Emergency Services in accordance with Appendix C – Price Schedule.
