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City of Redwood City Statement of Work Service Support Lucent Technologies will provide Tier 1 Service Support for Redwood City during the Warranty period, which includes One Yeaz after system acceptance. Therefore,the customer calls the Lucent Technologies 800-225-4672 to commence the support call. Upon determination of a service problem by Lucent Technologies, Lucent will be contacted to provide Tier 2 support, which includes direct customer contact,hardware or operating system determination and problem resolution. The hours of coverage for CAD/Mapping/Mobile is 24 hours, 7 days a week and the hours of coverage for Records Management is 8 hours, 5 days a week. Coverage commences upon installation of the deliverables. Lucent will require the customer to perform certain NT and SQL diagnostics (acquired through system administration training)to assist in problem identification and resolution. Remote diagnostics is also available. Components covered are the following: 1. Hardware and Peripherals (If purchased via Lucent Technologies) . 2. Hardware Service (If purchased via Lucent Technologies) 3. Network Devices (If purchased via Lucent Technologies) 4. Network Service 5. Software and Operation System Devices 6. Software and Operating System Service - Customer Initiation and Diagnostic Requirement: Upon determination of Problem the customer calls 1-800-225-4672 and identifies problem. Customer will be required to identify problem and identify server diagnostic screen information. The City of Redwood City will assume all responsibility for packing up faulty equipment and shipping hardware to appropriate service shop if required. Lucent Technologies Page 24. � Daign and mgineering infomtation contained in this offenng is considered propneury and may not be shared with any person or Redwood City not d�rectly associated with the addressa without the ezpress wrinen wnaent of Lucrnt Technologia or iu designees.