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EXHIBIT "A" SCOPE OF WORK <br /> o view information for non-service service call activities, such as <br /> installations, upgrades, and moves <br /> o eOrder: Packet Fusion's online e-store to make hardware purchases <br /> over the internet in a timely fashion. By clicking on eOrder from the main <br /> web page, customers can: <br /> o view and track quotes and orders online... even those not <br /> originated online <br /> o track shipping information <br /> o view pricing for our full-range of equipment <br /> o place equipment orders directly online <br /> o AnyView**: Another tool from Packet Fusion that increases the ability to <br /> extract detailed account information. AnyView allows Redwood City to: <br /> o view specific information across multiple sites <br /> o view and reprint hardware quotes, sales orders, and invoicing <br /> information <br /> o reconcile purchase and billing information <br /> o view information on service calls, maintenance contracts, and <br /> equipment <br /> o create custom views for easier usability <br /> o export information for additional analysis to Word or Excel <br /> 10.3. Contact and Escalation List/Procedures, with emergency Service available <br /> 24 hours a day, 7 days a week including holidays. <br /> Packet Fusion, Inc. Headquarters: <br /> Main number: 650-292-6000 <br /> Normal Hours (8:00 —5:00, M — F) <br /> Toll Free: 866-972-2538 <br /> 10.3.1. After hours: Press 1 for Dispatch and leave a voice message for the On- <br /> Call Manager and Engineer. (For Emergency Service the On-Call <br /> Manager and/or Engineer will respond within 1 hour). <br /> 10.3.2. Routine Service / Moves, Adds & Changes / Repair & Maintenance <br /> Requests: <br /> City to send all related request by email to supportCa)_packetfusion.com <br /> (Service Desk management) to ensure system and manager tracking of <br /> your reported issue/request. If email is not readily available City will call <br /> the main number at 650-292-6000. The Service Desk will coordinate <br /> available times and schedule dispatch of the appropriate Service <br /> Engineer. <br /> 10.3.3. Escalation Procedurers and Contacts: <br /> Service Desksupport(c�packetFusion.com <br /> REV:08-28-15 MLG <br /> Page 22 of 69 <br /> ATTY/AGR.2015.207/Packet Fusion New Telephone System <br />