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EXHIBIT "A" SCOPE OF WORK morning of the first day of service, Vendor will provide personnel to assist the receptionists, as required, for a minimum of two hours. Two to three weeks after the initial training, Vendor should conduct a minimum of two sessions at a City facility for power users showing how to use all advanced functionality. 8.2.1. Additional special classes for console operators and PBX users will be provided as needed at no additional cost through System Acceptance. 8.3. Administrator Traininq: The week after cutover Packet Fusion will train Redwood City IT staff on how to administer the phone system. This class will be a 4-6 hour class with an objective of Redwood City staff being able to fully support and administer the system. Topics included, but not limited to, are: moves adds and changes, auto attendant creation and modification, total system failover understanding, troubleshooting and issue resolution for all hardware and software installed, and escalation procedures. 9. Warrantv and Svstem Support 9.1. Warranty/ Maintenance Support begin upon system acceptance. 92. Warranty / Support consists of "Platinum Support" that is 24 x 7 x 365. Support includes all call processors, core servers and applications; voicemail servers and applications; and voice gateways which terminate PRIs and native SIP services. 9.3. All hardware and software, except handsets, will be under full warranty - parts and labor - and will be replaced or repaired at no additional cost to Redwood City for a period of one (1) year after system acceptance. 9.4. Handsets will be under full warranty - parts and labor - and will be replaced or repaired at no additional cost to Redwood City for a period of thirty (30) days after system acceptance. 9.5. Maintenance support— PFI will provide Platinum Support for five (5) years: REV:08-28-15 MLG Page 18 of 69 ATTY/AGR.2015.207/Packet Fusion New Telephone System