Fort Walton Beach Council agenda — 11-13-2007 regular agenda — reading text

available at extra charge.* During normal business hours, IBM' s response time objective is two hours for voice and electronic problem submissions. For voice problem submissions during other than normal business hours, IBM' s response time objective for critical problems ( Severity 1) is two hours and if you select the 24x7 all severity option, four hours for non- critical problems. For electronic problem submissions during other than normal business hours, IBM' s response time objective is within two hours of the start of normal business hours on the next business day. IBM' s initial response ( either voice or electronic) may result in resolution of your problem or it will form the basis for determining what additional actions may be required to achieve technical resolution of your problem. IBM is not responsible for delays in electronic response delivery caused by systems and network problems. 4. In some instances, IBM may request that you allow it to remotely access your system to assist you in isolating the software problem cause. You will remain responsible for adequately protecting your system and all data contained therein whenever we remotely access it with your permission. 5. This Service does not include assistance for a} the design and development of applications, b} your use of Programs in other than their c' specified operating environment, or c} failures caused by products for which IBM is not responsible under this Service. Eligible Programs: Licensed programs for which this Service is available are listed at httD:/Iwww. ibm. com/ services/sl/ swm/ or may be obtained from your IBM marketing representative. Software Maintenance After License Fee: The Software Maintenance After License fee is a one time charge to resume Software Maintenance if you a} did not renew this Service prior to the end of the then current support period or b} terminated this Service. The new support period in such an instance begins on the date that IBM accepts your order. c 2125- 7227- 05 2/ 2007 ( MK076) contract A89VBM ( prepared 09/ 27/ 0714:46 WLBLAN) Page 5 of 5  InfoPrint Solutions Company Master RICOH I 1::;- 1:::: Services Attachment for ServiceElite InfoPrint Solutions Company r' 1. Scope of Services InfoPrint Solutions Company will provide you Services as described in this Attachment and, if applicable, its Statements of Work and Change Authorizations to support your hardware and software products ( called " Eligible Machines," " Eligible Programs," and together " Eligible Products"). Services are available for Eligible Products normally used for business, professional, or trade purposes, rather than personal, family, or household purposes. InfoPrint Solutions Company will identify the Eligible Products, the Services that apply to them, and the Services transaction contract period in Schedules that reference this Attachment and any associated Statements of Work and Change Authorizations. Each Schedule will also identify the Specified Locations at which the Services will be provided. A Specified Location may be your entire information processing environment, or a portion thereof, which may be resident at multiple sites or a single building. The specific terms regarding Eligible Machine Services and Eligible Program Services contained in this Attachment and its Statements of Work and Change Authorizations apply only when you have contracted for an associated Eligible Machine maintenance Service or Eligible Program support Service as specified in a Schedule. 2. Sales through InfoPrint Solutions Company and InfoPrint Solutions Company Business Partners You may acquire Services through InfoPrint Solutions Company or an InfoPrint Solutions Company Business Partner, or their designee, authorized to reselllnfoPrint Solutions Company Services. InfoPrint Solutions Company Business Partners establish the price and general business terms at which they market the InfoPrint Solutions Company Services to you and they will communicate these directly to you for all transactions they initiate with you. However, InfoPrint Solutions Company establishes the terms of each Service InfoPrint Solutions Company provides and our general business responsibilities associated with these Services. Therefore, InfoPrint Solutions Company will provide the Services as described in this Attachment and its associated Statements of Work and Change Authorizations (and their Schedules). Whenever InfoPrint Solutions Company is required to provide notification to you or you are required to provide notification to InfoPrint Solutions Company, each of us also agrees to notify the applicable InfoPrint Solutions Company Business Partner if one is engaged in the transaction. c In the event that you have contracted through an InfoPrint Solutions Company Business Partner that is no longer able to offer InfoPrint Solutions Company Services, for any reason, InfoPrint Solutions Company will so notify you in writing. You may continue to receive the Services by instructing InfoPrint Solutions Company ( in writing) to transfer administration of the Services to either 1) another InfoPrint Solutions Company Business Partner of your choice ( who may require you to first execute one of their agreements) that is approved to offer you InfoPrint Solutions Company Services, or 2) InfoPrint Solutions Company under a standard direct marketing relationship that enables InfoPrint Solutions Company to generate charges and invoicing. InfoPrint Solutions Company is not responsible for 1) any actions of InfoPrint Solutions Company Business Partners or their designees, 2) any additional obligations they have to you, or 3) any products or services that they supply to you under their agreements. This 1) Attachment, 2) its applicable Transaction Documents ( e. g., Statements of Work, Schedules, and Change Authorizations), and 3) the InfoPrint Solutions Company Customer Agreement ( or an equivalent agreement in effect between us) identified below comprise the complete agreement regarding the Services described in this Attachment and its applicable Transaction Documents and replace any prior oral or written communications between Customer and InfoPrint Solutions Company. In entering into this Attachment, neither party is relying on any representation that is not specified in the Attachment or the documents specified in the preceding sentence, including without limitation any representations concerning: 1) estimated completion dates, hours, or fees to provide any Service; 2) the experiences or recommendations of other parties; or 3) results or savings Customer may achieve. Each party accepts the terms of this Attachment by signing this Attachment by hand or, where recognized by law, electronically. As used in this Attachment, " you" and " your" refer to the transaction contracting entity that is part of the Enterprise identified below. Agreed to: Agreed to: City of Fort Walton Beach InfoPrint Solutions Company, LLC By By Authorized signature Authorized signature Name ( type or print): Name ( type or print): Date: Date: Enterprise number: Attachment number: Enterprise address: Agreement number: 107 Miracle Strip Pkwy SW InfoPrint Solutions Company address: c Fort Walton Beach, FL 32549 IBM CORPORATION 7100 HIGHLAND PARKWAY SMYRNA, GA 30082 Z125- 7555- 00 06/ 2007 contract AS9VFQ ( prepared 09/ 27/ 07 15: 56 WLBLAN) Page 1 of 5  3. InfoPrint Solutions Company Responsibilities When you contract for an applicable Service, InfoPrint Solutions Company agrees to deliver the Service in accordance with the terms and responsibilities identified in the Service description set out in this Attachment or an associated Statement of Work or Change Authorization. For basic maintenance of InfoPrint Solutions Company Machines, the Service description is set out in our Agreement (referenced in the signature block c above ). 4. Your Responsibilities When you contract for an applicable Service, you agree: 1. to provide InfoPrint Solutions Company with an inventory in which you identify all Eligible Products to be covered at each Specified Location and to notify InfoPrint Solutions Company whenever you wish to move, add, or delete Eligible Products at an existing Specified Location or set up new Specified Locations; 2. to return to InfoPrint Solutions Company all defective CRUs (from covered Eligible Machines) within 15 days of your receipt of the replacement CRU. A " CRU" is a Machine part which is designated as a Customer Replaceable Unit ( e. g. keyboards, memory, or hard disk drives). InfoPrint Solutions Company provides CRUs to you for replacement by you; 3. that when the Service includes InfoPrint Solutions Company providing you with access to electronic diagnostic tools, information databases, or other Service delivery facilities, you will limit the use of these to only those who are authorized to use them under your control and only in support of Eligible Products and Services identified in Schedules; 4. to provide InfoPrint Solutions Company with information it requests which is related to its provision of the Services to you and to notify InfoPrint Solutions Company of any changes; 5. that you authorize InfoPrint Solutions Company and its subsidiaries ( and their successors and assigns, contractors and InfoPrint Solutions Company Business Partners) to store and use your business contact information wherever they do business, in connection with InfoPrint Solutions Company products and services or in furtherance of InfoPrint Solutions Company's business relationship with you; 6. to pay any communications charges associated with accessing