Suppler will provide the following services Solutions: Service Desk Remote Support - Standard Field Service Onsite Support - Standard Reporting - Standard Preventative Maintenance - Optional Delivery and Governance - Optional (The Statement of Work outlines the details of the services) Scope / Support Type / Support Hours Phone Calls only Level 1 service desk 24x7x365 basis E-Mail Level 1 service desk 24x7x365 basis Remote Incident and request resolution/restoration Level 2 & Level 3 remote technician 8:00 AM to 5:00 PM business days Onsite Field Support Level 2 & Level 3 onsite field technician 8:00 AM to 5:00 PM business days Preventative Maintenance Onsite field technician 8:00 AM to 5:00 PM business days All communication between Client and Supplier resources shall be conducted in English. Bidder must be a certified partner of VuWall and authorized to provide service, repair, warranty and return authorizations.
