A. QUARTERLY SERVICES The Contractor shall perform quarterly support maintenance specified in this agreement. 1. Contractor shall provide problem resolution, software and/or hardware repair or replacement services, and 24x7 helpdesk support to ensure systems are operational at all times. 2. Maintain the Public Address and Intercom System at the Home. Provide any other necessary material and/or equipment necessary for the system to function properly. All equipment that has been integrated and the system equipment, will include all items listed under equipment. B. ANNUAL TRAINING Upon request by the CalVet Contract Manager, the Contractor shall provide quarterly training for staff on the PA and Intercom system at a two (2) hour block. Please see training costs under Exhibit B-1, Cost Sheet. 1. Training The Contractor shall provide training to staff regarding the use of the Public Address and Intercom System, including instruction materials and user operation procedures. The instruction materials will include step-by-step video instructions. C. INCIDENTAL REPAIR SERVICE Contractor must provide unlimited visits for any repair services requested or necessary to keep the equipment fully operational. Repair services that are not provided during regularly scheduled maintenance visits, or not covered by the Guarantee section of the Scope of Work, must be compensated by the State for actual hours worked on-site at the Contractor’s Repair Hourly Rate as specified in Exhibit B-1, Rate Sheet. Any parts requiring replacement will be replaced in accordance with the Parts Section. Repair service will be provided upon written request from the Contract Manager. Contractor shall respond to requests for repair service within 24 hours of initial notification. Every effort shall be made to perform repair services during normal business hours. The State may, at its discretion, allow access to the equipment during non-business hours when necessary. D. EMERGENCY SERVICE 1. Contractor shall provide any necessary emergency repairs upon request from the Contract Manager. Contractor must respond to requests for emergency repair within two (2) hours of notification from the Home. When possible, emergency repairs will be performed during normal business hours as specified herein. The State may, at its discretion, allow access to the equipment during non-business hours when necessary. 2. Emergency services provided by the Contractor, if at the specific request of the State, will be compensated for actual hours worked on site at the Contractor’s emergency call hourly rate, as specified in Exhibit B-1, Rate Sheet. Any emergency repair service provided shall be completed the same working day, unless written notification delay is submitted to the Contract Manager immediately upon diagnosis of equipment deficiency. Any parts requiring replacement will be replaced in accordance with the Parts Replacement section specified herein. E. PARTS INSTALLATION 1. Contractor shall provide, install, and set up additional PA speakers, Amplifiers, Indoor/outdoor horn speakers, and/ or LED message display boards that will integrate into the current Public Address and Intercom System at the Home. 2. Contractor will provide any other necessary equipment and/or materials necessary for the system to function properly.
