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REV: 12-06-2022 MI <br />SUPPORT AGREEMENT <br />This Support Agreement (“SA”) is made between Packet Fusion, Inc. (“Company”), located at 4301 Hacienda Drive, Suite 400, <br />Pleasanton, CA 94588 and City of Redwood City (“Customer”). The parties agree to enter into this SA, and by doing so agree to the <br />following terms and conditions: <br />I. Support Services General: <br />a. Customer designates Company as its sole and exclusive service agent for Support Services for the equipment <br />(“Equipment”) listed in Appendix A, “Schedule of Equipment”, including any improved features and models of such <br />equipment purchased from Company during the term of this SA at the locations designated in Appendix B, “Customer <br />Locations”. <br />b. Attached Appendixes <br />i. Appendix A, “Schedule of Equipment (“Equipment”)” <br />ii. Appendix B, “Customer Locations (“Locations”)” <br />iii. Appendix C, “Outages Classifications” <br />iv. Appendix D, “Hourly Time and Materials Billing Rate (“T&M Rates”)” <br />v. Appendix E, “Terms and Conditions" <br />II. Length of Support (“term”) <br />Quote Number: <br />Effective Start Date 12/30/2022 <br />Term Length <br />1 Year Term <br />Quote Expires:12/30/2022 <br />SS120222_Custom_CORC769043 <br />Amount selected will be due in full upon invoicing by Packet Fusion <br />IMPORTANT: After this date, if not fully executed, Mitel’s Corporate Policy <br />imposes a reinstatement fee beginning at 40% of the contract value. Depending <br />on the amount of time lapse from expiration date, the fee increases to a <br />maximum of 100% at month 8. <br />End Date <br />12/29/2023 <br />Support - No Phone Coverage <br /> $ 22,750.00 <br />Payable to Packet Fusion, Inc. PO Box 398055 San Francisco, CA 94139-8055 <br />III. Support Offering <br />a. Unlimited Support Services upon request by Customer to restore malfunctioning operating component parts of the <br />Equipment to proper working order for the equipment (“Equipment”) listed in Appendix A, “Schedule of Equipment”. <br />b. Hours of coverage to be provided shall be 24 hours a day, 7 days a week and 365 days a year. <br />c. Priority response to Customer requests for Support and/or service work over other types of Company service <br />arrangements. <br />d. Upgrade labor and upgrade support labor are not included in our support agreement and will be charged on a Time <br />and Materials basis. Software from Mitel will still be provided as part of the agreement. <br />e. Any 3rd party applications (Palitto) are explicitly not part of this agreement <br />ATTY/AGR.2022.417/Packet Fusion, Inc. (Page 1 of 11) <br />X