Specifications include, but are not limited to: A. Emergency Service Calls - The Contractor shall respond by telephone to the CDTFA Contract Manager or the CDTFA IT Security Associate within one (1) hour after receiving a verbal request for emergency service or repair from CDTFA. Contractor shall respond to the requested location within two (2) hours when an emergency repair service call is placed. Emergency service calls are defined as services performed outside normal business hours that required immediate action by the Contractor as determined by the CDTFA Contract Manager or CDTFA IT Security Associate. B. The Contractor shall perform requested services based on the hourly rate shown in the Exhibit B-1 Rate Sheet incorporated herein. Service call time will begin to accrue when the Contractor technician arrives on-site and has received specific repair instruction from the CDTFA Contract Manager or the CDTFA IT Security Associate. Service call time will terminate upon completion of the requested work. C. Upon completion of the service call, the Contractor technician will provide the CDTFA with a written receipt, which shall include but is not limited to: • Company name • Work order number • Name of the technician • Date and time of arrival • Time of departure • Total number of hours worked • A list of replacement parts and/or equipment • A summary of the work that was performed during the service call If a service call should take more than one day to complete, the Contractor will provide CDTFA with a written receipt at the end of each day until project completion. No invoice will be paid unless it has been approved and signed by the CDTFA Contract Manager. D. The Contractor must provide a certified technician with at least five (5) years of continuous experience immediately preceding the start date of this Agreement, servicing, installing, troubleshooting, and repairing the following: 1) Software House CCURE 800 and CCURE 9000 Access Control Systems 2) American Dynamics Intellex Digital Video Recording Systems (DVR’s, HDVR’s and NVR’s) 3) ExacQVision HDVR’s and NVR’s
