Issue link: https://read.uberflip.com/i/1520247
18 Support Initial Support Period The Proposer should provide onsite support during the installation period at no additional cost to the [COMPANY] beyond the annual component and software maintenance fees. Extended Support Period Proposer should provide telephone and onsite support for fifteen (15) years from the date on which the proposer commences full-scale installation. The Proposer shall include in this proposal a schedule of support costs, terms, and conditions. Support shall be renewed at [COMPANY's] discretion on an annual basis. Telephone Support The Proposer shall provide trained persons to answer technical questions and guide [COMPANY] employees through the use or diagnosis of the system through a toll-free number. Telephone support shall be available at a minimum from 7:00 a.m. through 6:00 p.m. Central Standard time Monday through Friday. Indicate telephone support hours proposed. What is the provision for support outside telephone support hours? Response time to a [COMPANY] telephone query shall be within thirty (30) minutes. Indicate proposed provisions for support. Describe Proposer's current support operations (number of persons, location, hours, etc.) and any planned additions resulting from his project. Onsite Support The Proposer shall be required to provide onsite assistance at the request of [COMPANY]. Onsite support should be rendered within twenty-four (24) hours of receiving a request for support. System Monitoring by Proposer [COMPANY] desires that the AMI system include a provision for the Proposer to remotely connect to the control computer or database server to diagnose problems, load patches and upgrades, etc. Preventive Maintenance Provisions The Proposer shall describe in its proposal recommendations and requirements for AMR system preventive maintenance, backup, archiving, etc. Escalation Provision Proposer should provide an issues escalation provision to address issues that remain unresolved within a reasonable timeframe. Installation Installation Schedule [COMPANY] and the Proposer shall establish an overall schedule for installation of the entire project. On the first workday of each week, the Proposer will provide [COMPANY] an updated schedule of where work is planned for the next three (3) weeks. Work Hours