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6.2.13. - Page 55 <br />S&B Response Time <br />Warranty Personnel and Response Service <br />Scheidt & Bachmann shall provide a toll-free telephone number for warranty and <br />maintenance service (hardware and software) for the project. This toll-free telephone <br />shall serve as the project's "Hotline" to S&B for all hardware and software maintenance <br />issues. The hotline will be the single point of contact between the City and Scheidt & <br />Bachmann for warranty and maintenance support for all elements of the System <br />including third -party elements. For example, if issues arise regarding the 3rd Party <br />Computer Hardware, the City will contact Scheidt & Bachmann via the hotline. S&B shall <br />be responsible for contacting and coordinating efforts with the third -party provider to <br />resolve the issues. Warranty standard response consists of telephone service of 24/7. <br />The City will receive a return call with 30 minutes and an onsite response time not to <br />exceed 4 hours during normal business hours. On site response for calls outside <br />standard business hours will be scheduled for early AM arrival on the next business <br />day. Upon arrival on site, Scheidt & Bachmann service technicians will be uniformed <br />for easy identification when on site. Scheidt & Bachmann vehicles will be clearly <br />emblazoned with the Scheidt & Bachmann name and logo. <br />Scheidt & Bachmann service technicians will maintain contact with the initiating party <br />and will not remove a piece of equipment from service without explicit written <br />permission from the project personnel. <br />Scheidt & Bachmann will be available to respond within the following schedule <br />description to a service call placed by selected project staff. Our field services will be <br />available via phone for 24 hours a day, 365 days a year. Guaranteed response shall be <br />dependent upon the critical nature of the malfunctioning component. Scheidt & <br />Bachmann will endeavor to repair defective components within 24 hours. However, <br />depending on the severity of the defect, the time frame may not be reasonable and <br />repair time may be extended if agreed to by the City. <br />30 minute verbal response from the time the service call is logged at the 800 <br />call center <br />REV: 09-10-15 VR <br />Page 52 of 61 <br />ATTY/AGR.2015.217/Scheidt & Bachmann USA, Inc. Parking Garage Equipment <br />