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REV: 01-30-25 LF <br />IV. On-Call Availability <br />Consultant will respond to any emergency maintenance or troubleshooting <br />need on a 24/7 basis, including weekends and holidays. Consultant will be <br />reachable within 30 minutes for an initial phone call by City staff. <br />V. Response Times <br />Consultant will maintain the following response times: <br />i. For regular, non-emergency requests – Consultant’s specialist response <br />within 48 hours, either on-site or remote as needed. <br />ii. For emergency requests – Consultant shall respond to the City contact <br />within 30 minutes for an initial assessment and have a Consultant’s <br />specialist respond, either on-site or remote, within 4 hours. <br />iii. Hardware and/or parts will be replaced within 2 weeks. For requests <br />requiring support from third-party software or hardware consultants, the <br />Consultant will provide weekly progress reports to the City regarding the <br />status of the request and include any options available to the City to <br />expedite the completion of the request. <br />VI. Documentation <br />Consultant will provide the City’s Public Works Services Department (PWS) <br />complete and thorough documentation and drawings of all changes and <br />updates to the City’s SCADA system, including native configuration files and <br />passwords created during setup. <br />Consultant will provide PWS with a detailed summary report of all work <br />performed, including location, hardware and software components, and other <br />details for each service request. Requests that take longer than one day will <br />include daily updates and expectations for additional time needed to complete <br />the request. <br />VII. Communication <br />Consultant will provide PWS with updated contact information and <br />communication protocols of Consultant staff assigned to the project. <br />ATTY/AGR.2025.009/Tetra Tech, Inc. (SCADA System Maintenance and Troubleshooting) (Page 12 of 14)