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<br />Consulting Services Agreement between City of San Leandro and Last revised [8.27.2020] <br />Invengo Technology Corp for a Library RFID System Exhibit A – Page 7 of 9 <br /> <br />Following the acknowledgement of a logged issue ticket, the Technical Support Team will then <br />have 8 (eight) business hours, from 0900 to 1700 PST, seven days a week, to analyze the issue <br />and attempt to resolve it. If the problem cannot be resolved by telephone, the Technical Support <br />Officer will access the equipment via a remote access program, ‘GoToAssist’ or a City of San <br />Leandro approved method. If the problem has been classified as involving downtime to a <br />machine Invengo Technology Corp’s Technical Support Team will remote into the machine <br />within 4 (four) hours of the problem being logged. Otherwise, Invengo Technology Corp’s <br />Technical Support Team will remote in within 8 hours of the problem being logged. <br /> <br />If the Technical Support Team determines that the problem is hardware related, Invengo <br />Technology Corp will arrange for the parts to be delivered to the Library ASAP by a delivery service <br />or by Invengo Technology Corp’s support partner Fujitsu in the instance of a part swap-out <br />required with an onsite visit. If a technician is required to install the part, an Invengo Technology <br />Corp Technician will be onsite within 8 (eight) working hours, from 0900 to 1700 PST, seven days <br />a week, from the determination that an onsite visit is required and the part is available through <br />Invengo Technology Corp’s support partner Fujitsu OR within 8 working hours, from 0900 to 1700 <br />PST, seven days a week, from the determination that an onsite visit is required and the Library <br />acknowledging that the part(s) have been received via a delivery service from Invengo Technology <br />Corp. <br /> <br />Problems that are not resolved within the timeframes described above will be escalated to the <br />Support Manager for resolution. <br /> <br />The cost of support is included in Invengo Technology Corp’s Warranty and Support Agreement <br />and is free of charge for the first year. Weekend onsite support is charged at an additional 40% of <br />the quoted Extended Warranty. <br /> <br /> Web Support: <br />o The City of San Leandro will have access to Invengo Technology Corp’s Service <br />Portal including access to: <br /> Tiered access to lodge work tickets instantly. Administrator level has <br />access to all Work Tickets for all branches; standard access gives library <br />staff access to their branch only. <br /> Ability to classify severity of problem (experiencing downtime, for <br />example). <br /> Ability to upload files, screenshots, reports, images etc. <br /> Knowledge-base – online access to User Guides, issue resolution tips and <br />guidelines, common issues, etc. <br /> <br /> Authorized Service Technicians <br />o In the instance of a part swap-out required with an onsite visit, Invengo <br />Technology Corp’s support partner Fujitsu will attend the site. Fujitsu has many <br />offices close to San Leandro: <br />DocuSign Envelope ID: 8FF7EC42-DB1C-4919-AAA5-730971DF2BF2