Okaloosa County BOCC — September 2, 2014 — Air Transport Supporting Documents — reading text

will be made within 30 minutes. Initial dial in to VPS in an attempt to resolve the ticket as described above will be within 120 minutes. The problem will be restored within the timeframes described below: e For Emergency Failures - 120 minutes (or 6:30 am; 30 minutes following commencement of onsite hours). Emergency is defined as a problem that affects 50% of the Integrated System. e For Non-emergency, restoration will be eight hours (or 6:00 am; two hours following commencement of on- site hours). AirlT’s helpdesk can be reached via telephone at 1-407-370-8974. 6.1 Response Details The resolution time for Level-One Support will be 45 minutes from the time AirIT recelves the call, page or faxed ticket from the Help Desk, AirIT will notify the User and Help Desk when the problem has been resolved. An end-user device will be considered available only if all components are operating and fully functional. The availability of any individual workstation will be at least 95.0% between the hours of 0900-1700 Eastern Time. The priority for restoration of service failures will be servers followed by critical interfaces and end-user devices. The above measurements of availability for AirlT will only be based on events within AirlT’s control (the core room equipment and user devices. If the measured item is not available due to reasons outside of AirlT’s control, such as but not limited to problems with the airline host, wide area network, local area network and or operator error, such non-availability will be excluded from the measurement of availability of the above items. 6.2 System Failure Definitions A system failure is considered an emergency if any of the key components are inoperative to the extent the system cannot function in a normal manner. Emergency services shall include inspections and necessary tests to determine the causes of equipment or software malfunction or failure. The emergency services shall include: software changes, and the furnishing and installation of components and parts required to replace malfunctioning system elements. Emergency failures shall include situations described below. Note that “inoperative” shall be defined as a hardware or software failure that results in a device not meeting the functional, operational, or performance requirements defined herein. EASE™/LDCS (includes EASE™ servers, workstations, and peripheral devices): Ail CUPPS servers are inoperative or one is inoperative for greater than five days. Three or more Gate workstations (at separate gates) are inoperative. Two or more gate workstations at a single gate are inoperative. Three or more ticket counter workstations are inoperative. Three or more EASE™ stations are inoperative. Fifteen percent or more of the EASE™ peripheral devices are inoperative. a on AitT is a wholly-owned subsidiary of Fraport — Frankfurt Airport Services Worldwide — Froport Page 7 of 10 . The third occurrence or greater of the same system failure in a thirty day period. e The seventh occurrence or greater of the same system failure in any time period. 7 Insurance Air IT agrees that during the entire term or any extensions of this Contract you will keep in full force and affect a policy of public liability with a limit of not less than One Million Dollars Combined Single Limit. Okaloosa County will be listed as an additional insured. In addition all policies shall contain a clause that the insurer will not cancel or change the insurance without first giving the County thirty (30) days prior written notice. The County reserves the right to increase the minimum liability insurance requirements as circumstances may warrant. Air IT shall furnish County a certificate of insurance evidencing all required insurance annually upon renewal to Contracts and Lease Coordinator, 602-C North Pearl Street, Crestview, FL 32536. 8 Hold Harmless To the fullest extent permitted by law, Air IT shall indemnify hold harmless County, its officers and employees from liabilities, damages, losses, and costs including but not limited to reasonable attorney fees, to the extent caused by negligence, recklessness, or intentional, wrongful conduct of Air IT and other persons employed or utilized by Air IT in the performance of this Contract, al AitlT is a wholly-owned subsidiary of Fraport — Frankfurt Airport Services Worldwide “~m CFraport Page 8 of 10 9 Agreement Both parties accept and agree to the terms of this agreement between AirlT and Okaloosa County by signing this document below. AIR-TRANSPO SERVICES, INC. By: efrtesi A han 8. [Wertee Nam; the, Peesroenr/ Coe Date : See fe¥ OKALOOSA COUNTY lig j) Lone Ly, Name: Lopate Le Lott L Title : Da heusa Count? Aefbaiysh nt fer Date : WLILEA Signature Okaloosa County Board of Co unt: Charles K. Windes, Jr, Chairman ¥ Commissioners Date ben AitT is a wholly-owned subsidiary of Fraport — Frankfurt Airport Services Worldwide oo, CRaport Page 9 of 10 Appendix A — Hardware List QTY DESCRIPTION 2 Dell Servers 18 Workstations 18 Serial Device Servers 4 Cisco 2960 Switch 1 Cisco 3560 Switch 18 Access Keyboards ll Vidtronix Printers Vidtronix Printer Cabinets Access BGR Units Epson FX-890N 1 Samsung LCD with PC 11 LCD Mounting Bracket aed AitlT is a wholly-owned subsidiary of Fraport — Frankfurt Airport Services Worldwide ay CFraport Page 10 of 10 Appendix B — Labor Rates Air-Transport IT Services, Inc. Hourly Labor Rates Please contact AirlT for current published rates. Le AiriT is a wholly-owned subsidiary of Fraport — Frankfurt Airport Services Worldwide “_~ Chaport