The Contractor shall: • Provide full service technical and maintenance support as requested/needed. • The Contractor shall have a Genetec certified/trained Technician with at least two (2) years’ experience in the installation and repair of a Genetec Access Control Systems performing, directing, or monitoring all work carried out on the access control system(s). • Respond/reply to emergency service calls within two (2) hours as requested/needed. • Work will be assigned on a call out basis as necessary and will be pre-approved by the Charlotte County Facilities Management. B. Installation/Maintenance/Repair(s)/Upgrades: In the event that an installation, maintenance repairs and/or upgrades become necessary, the following shall apply: • The Contractor shall supply all necessary tools, equipment, labor and parts as necessary to complete installation, maintenance and/or repairs. • Response Time - The Contractor will furnish telephone numbers for emergency and routine services. In the case of emergency service, the Contractor shall be on-site to provide service within (2) two hours of call, and be available to respond 24 hours a day, year-round. An emergency condition shall be considered to exist when any failed system hardware or software prevents, or threatens to prevent, the operation of the Genetec Access Control system(s). The Contractor shall employ an adequate staff of qualified technicians to provide this emergency service taking into account vacation and other absences. Non-emergency service shall be provided within 48 hours of request. • Cost of Parts - Original equipment parts, or quality parts recognized as common replacement brands by the manufacturer of the equipment being serviced, shall be provided at a maximum seven (7%) percent mark-up. Invoices documenting the Contractor’s cost for all parts shall be provided to the County with billing. The County reserves the right to request documentation of the Contractor cost for parts. All invoices shall first be presented to the Purchasing Division. The County reserves the right to withhold payment of the parts until documentation is provided. Service work reports shall be given to the County Security Manager or designee to be signed the same day the work is performed. • Charlotte County shall reserve the right to approve or disapprove of any subcontractors the Contractor selects. • Cost of labor: The labor rate shall be bid as a per hour price and shall be inclusive of a Genetec certified/trained Technician, and any required non-certified assistant, general labor or other helpers as required
