Service Level Agreement Template for Computer Maintenance

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Service Level Agreement Template for Computer Maintenance Powered By Docstoc
					         Amendment to State Information Technology Contract Services
                         (Contract #15-93275-901)

                             Letter of Understanding
                                        For
         Computer Hardware, Network, and Peripheral Repair and Maintenance


This Agreement is made between the State of Wisconsin (the State) as represented by the
_________________________ (Contracting Agency) and _____________________________(Contractor)
commencing on the date this Agreement is signed by the Contracting Agency.

This Agreement shall become effective commencing on the date this Agreement is signed by the Contracting
Agency and shall remain in effect for one (1) year from that date.

The State agrees to acquire from Contractor and Contractor agrees to furnish Computer Hardware,
Network, and Peripheral Repair and Maintenance as identified specifically in accordance with the
requirements, terms and conditions specified herein.

This Agreement with attachments and purchase orders issued hereunder constitutes the entire agreement of
the parties in relation to the subject matter hereof, and no other agreements or understandings, verbal or
otherwise, exist between the parties except as herein expressly set forth.

CONTRACTOR                                                         CONTRACTING AGENCY

For:                                                              For:       ________________________

By:                                                                By:

Name:                                                              Name:

Title:                                                            Title:

Date:                                                              Date:

Witness:                                                          Witness:
                Delete Items in red in final copy of the Amendment

1.0      SCOPE OF MAINTENANCE:

         1.1      PROBLEM IDENTIFICATION: Contractor will exert best efforts to perform all fault
                  isolation and problem determination including hardware, software and network problem
                  diagnosis for the equipment covered by this of this Amendment. The vendor is responsible
                  for the identification of a problem, even if the source of the problem is different than that
                  originally suspected or reported by the State.

         1.2      MAINTAIN GOOD WORKING CONDITION: Contractor will render maintenance
                  service to keep equipment in, or restore equipment to good working order. This
                  maintenance service includes preventive maintenance service, lubrication, adjustments,
                  installation of safety changes, and installation of engineering changes based upon the
                  specific needs of the individual item of equipment. This service shall include the repair
                  and replacement of maintenance parts that Contractor deems necessary to restore the
                  equipment to good working order. For purposes of this Agreement, equipment restored to
                  good working condition shall be defined as equipment that will perform all functions as
                  prescribed in the manufacturer's published specifications for such equipment as originally
                  manufactured.

         1.3      REPAIRS NOT INCLUDED: The following services are outside the scope of this
                  Agreement. Upon request of the State, these services may be performed at the discretion
                  of Contractor and, if performed, will be at the applicable per call rates and terms.

                  1.3.1.   Repair of damage resulting from use of supplies (e.g. paper, ink cartridges, etc.)
                           not recommended by the original manufacturer.

                  1.3.2.   Repair of damage resulting from the State or an authorized agent of the State
                           making changes, adding or removing accessories, attachments or other devices
                           not in accordance with the manufacturer's specifications and/or
                           recommendations.

                  1.3.3.   Service to bring any equipment into compliance with any law, rule or regulation
                           of any government authority having jurisdiction or any provision of any
                           applicable insurance policy, or service to correct any health hazard.

                  1.3.4.   Repair of damage due to neglect or use of equipment for purposes other than that
                           for which it is designed.

2.0      MAINTENANCE TYPES AND SERVICE LEVELS (delete any types that do not apply to
         your agency)

Notwithstanding events caused by Force Majeure, the service levels set forth below must be met and
maintained by Contractor. Failure of Contractor to meet or maintain these service levels provides the State
the options of collecting liquidated damages or of terminating either all or part of this Agreement.

         2.1      STATE DEPOT MAINTENANCE: Maintenance repair will be performed at State depot
                  location(s) (WHERE ?). This maintenance plan involves the temporary replacement by
                  the State of faulty equipment with spare or float equipment until the faulty equipment can
                  be repaired and returned to service.
      2.1.1.   Contractor maintenance personnel will visit the State depot location at least
               _______(monthly, weekly, daily) or as the State agency reports the number of
               failed units to be _______ or greater.

      2.1.2.   Contractor will dispatch repair personnel to the designated depot location within
               two (2) hours of notification of service call. The equipment will be repaired and
               ready for production within forty-eight (48) hours of notification.

      2.1.3.   Contractor will provide Problem Description Cards for the State agency to attach
               to the failing units. These cards will identify the nature of the failure on units to
               be repaired.

      2.1.4.   Upon completion of the repair, Contractor's maintenance personnel will sign off
               on the Problem Description Card, stating the nature of the repair, date, contact
               person, and contact phone number.

2.2   CONTRACTOR REPAIR CENTER MAINTENANCE: : Maintenance repair will be
      performed at Contractor's repair center location(s) (WHERE?). This maintenance plan
      involves the temporary replacement by the Contractor of faulty equipment with spare or
      float equipment until the faulty equipment can be repaired and returned to service.

      2.2.1.   Contractor will provide Problem Description Cards for the State agency to attach
               to the failing units. These cards will identify the nature of the failure on units to
               be repaired.

      2.2.2.   Maximum repair time for equipment received at the Contractor's repair center is
               forty-eight (48) hours after receipt of the equipment excluding Saturdays,
               Sundays, and State recognized holidays.

      2.2.3.   Upon completion of the repair, Contractor's maintenance personnel will sign off
               on the Problem Description Card, stating the nature of the repair, date, contact
               person, contact phone number, and return the card with the repaired equipment
               to the State site.

      2.2.4.   All equipment returned to Contractor's repair centers shall be shipped freight
               prepaid and packed utilizing the original manufacturer's container and packing
               material or its equivalent. Contractor shall bear the expense of shipment of
               repaired equipment to State sites.

2.3   ON-SITE MAINTENANCE: Maintenance repair will be performed at the State
      location(s) where the equipment normally resides.(Specify locations, or say that it may
      be anywhere in the State). If equipment cannot be repaired or replaced on-site, it may be
      removed by the vendor, with the Agency's approval, and returned to the site for re-
      installation by the vendor after repair. Equipment shall be given a priority of 1, 2, or 3.
      Table A and the definitions below specify the service level that Contractor agrees to
      provide for any equipment with a particular priority.

      2.3.1.   "Availability" - Vendor shall provide a toll-free number, available during these
               hours that the State can use to notify the Vendor that a problem exists.

      2.3.2.   "Callback Time" - Vendor shall respond with a telephone call back to the State
               within of receiving the notification of a problem.
                2.3.3.   "Problem Investigation" - Vendor shall be actively taking measures addressing
                         the problem within this time after notification of a problem.

                2.3.4.   "Escalation" - Contractor agrees that Contractor's will escalate problems reported
                         by the State every (or less) of down time if no resolution of the problem is
                         eminent. If the State notifies Contractor that a problem has recurred, Contractor
                         agrees that it will escalate the problem to the next level above the highest level
                         reached during the previous event.

                2.3.5.   "Onsite Response" - Contractor shall provide within this time all personnel and
                         equipment necessary to resolve the problems at the location of the equipment

                2.3.6.   "Maximum Repair" - Maximum repair time for on-site maintenance will be this
                         time after notification by the State that remedial maintenance is required
                         excluding Saturdays, Sundays, and State recognized holidays.

                2.3.7.   "Resolution Notification" - Vendor shall notify the State within this time of final
                         resolution of the problem


                                              Table A
                                      PRIORITY 1            PRIORITY 2            PRIORITY 3
      Availability

      Call Back Time

      Problem Investigation

      Escalation

      On-site Response

      Maximum Repair

      Resolution Notification



3.0     PARTS

        3.1     QUALITY: Maintenance parts may or may not be manufactured by the original
                equipment manufacturer, may be altered by Contractor to enhance maintainability and
                may be new or reconditioned to perform as new but will be acceptable to the original
                equipment manufacturer.

        3.2     PURCHASING: Contractor agrees to furnish to the State price lists and instructions for
                ordering spare parts for all items proposed in the Contractor's response to the State's
                solicitation document. Contractor agrees that these spare parts will be available, either to
                the State or to a third-party maintenance contractor for a minimum of seven (7) years from
             the date of purchase by the State. Contractor agrees to let the State acquire parts from
             other State contracts if better pricing is available than to the Contractor.

      3.3    AVAILABILITY/PARTS STORAGE: Parts shall be delivered to the State within
             ________ hours/business days. Contractor agrees to store _________(sufficient, the
             following list of) parts at __________(Contractor's, State's, Depot). Contractor agrees
             to subcontract the maintenance of the equipment to the OEM if that is the only way of
             obtaining parts within the agreed upon timeframe.

      3.4    SHIPPING: Contractor agrees to utilize the most effective method necessary to obtain
             parts within the agreed upon timeframe. Costs for shipping parts shall be the
             responsibility of the __________(State, Contractor).

      3.5    REPLACEMENT SYSTEM: Contractor agrees to provide an entire replacement system,
             including but not limited to all hardware, software, and interfaces required, if a repair to
             equipment designated as _____________ (critical, important, Priority 1, etc.) can not
             be repaired within ________ (24, 48) hours.

4.0   COSTS (remember to get a discount for annual prepayment, and having a Help Desk).

      4.1    COST SCHEDULE: The State shall pay Contractor a __________(annual, hourly,
             monthly) sum of $__________ in exchange for Services as stated in Section X. of this
             Amendment. Except for the following, there shall be no additional charges for
             maintenance of the systems covered by this Amendment. (use the table to explain the
             costs agreed upon):

                         Description                   Charge(s)
                      Parts and Materials     ___% above Contractor's cost

                      Labor                   $____ per hour

                      Travel                  $_____ per (hour, mile, trip)

                      Overtime                Normal Charge x 1.5

                      Other


      4.2    CHANGES : Any price stated as a minimum guaranteed percent discount off of
             manufacturer's list price shall not change over the entire term of the contract. A vendor
             may offer an Agency a more favorable discount at any time. All other prices shall be
             fixed for one (1) year from the beginning date of the contract and may not increase by
             more than five percent (5%) per year thereafter. The maximum increase shall be
             calculated by multiplying the current price, stated either as a percent of equipment cost or
             a per hour rate, by 1.05.

      4.3    OVERTIME: Normal charges apply 7:00 am to 6:00 p.m. Monday through Friday with
             the exception of the following State holidays:

             January 1                                          New Year's Day
             Third Monday in January                            Martin Luther King Jr. Day
             Last Monday in May                                 Memorial Day
            July 4th                                           Independence Day
            First Monday in September                          Labor Day
            Fourth Thursday in November                        Thanksgiving
            December 25                                        Christmas

            If the vendor's holidays are not the same as the State's, the vendor still must provide
            maintenance on their holidays at normal rates and response times.

      4.4   TRAVEL EXPENSES: Contractor shall not charge the State for any travel expense
            without State's prior written approval. Upon obtaining the State's written approval,
            Contractor shall be authorized to incur travel expenses payable by the State only to the
            extent provided for in the State employees Pay Plan by Wisconsin Statutes and
            Administrative Rules. Time spent after arrival at the site awaiting the arrival of additional
            personnel or parts shall result in no additional costs to the State. Transportation involved
            in removing and returning equipment that should have been repaired at the State's location
            is not billable.

      4.5   AUTHORIZED CHARGES: The State shall not be responsible for charges not
            authorized by the State. The State shall not be responsible for charges due to faulty
            diagnosis. The Contractor is responsible for the correct diagnosis and resolution of a
            problem, even if it is found to be different than what was originally reported or suspected
            by the State or Contractor.

      4.6   FINAL PROBLEM RESOLUTION: The State shall only pay for the final resolution of a
            problem. The Contractor shall warrant all repairs for ninety (90) days and the State shall
            not pay any charges if the problem needs to be resolved again within the warranty period
            or for any problems created by the original problem resolution. For per call maintenance
            services, the State shall pay only the cost of parts that directly resolved the original
            problem reported. Contractor shall be responsible for any parts that did not have a direct
            effect on the resolution of the problem or parts damaged by the attempts to resolve the
            original problem. Contractor shall be responsible for loss or damage of any of spare parts
            and/or equipment while in the possession of Contractor.

5.0   ADDITIONAL TERMS AND CONDITIONS

      5.1   GEOGRAPHIC LOCATION: Vendor must be able to deliver products and services
            everywhere in the State of Wisconsin in the timeframes and manner specified in this RFB.
            Vendors may use subcontractors but are responsible for the performance of the
            subcontractor (see Attachment G, Sections 22.0 and 23.0

      5.2   CHANGE OF VENDOR: The State reserves the right of an Agency to change vendors
            at any time and for any reason. Vendor must agree to continue providing acceptable
            service during any transition period. Vendor must agree to assist an Agency with the
            transition planning to a different vendor. Vendor must agree to make available at no
            additional cost, all software, software applications, file formats, and documentation
            necessary for the State to easily transition to a different vendor.

      5.3   CHANGES AND/OR MODIFICATIONS: Contractor sponsored modifications and/or
            engineering changes shall be made at no additional charge. Contractor must obtain
            written permission from the State prior to any change or modification. The State reserves
            the right at all times to schedule these Contractor sponsored modifications and/or
            engineering changes to minimize the impact on the daily operations of the State.
      Contractor warrants that, to their knowledge, installation of such engineering changes
      and/or field modifications as are required or recommended from time to time, shall not
      cause the performance of the products(s) modified to degrade below the standard of
      performance established for acceptance of the products(s) or as described in Contractor's
      technical specifications and accepted by the State. The State may invoke the Liquidated
      Damages clause of this Agreement if engineering changes and/or field modifications result
      in an unacceptable performance level of the products(s).

5.4   MAINTENANCE START-UP: Maintenance service shall begin upon expiration of the
      original manufacturer's warranty period. The State will provide Contractor with an order
      to start service at least thirty (30) days prior to warranty expiration or to the date the State
      intends to commence receiving maintenance service.

      Contractor may inspect any item(s) prior to commencing maintenance services. If an item
      is found to not be in good working condition, Contractor will notify the State at least
      fifteen (15) days prior to the date the State intends to commence receiving maintenance
      service for that item.

      In the absence of notification to the State that an item of equipment is not in good
      operating condition, Contractor shall be deemed to have accepted the equipment for
      maintenance service on the date specified in the State's order.

5.5   DISCONTINUATION OF MAINTENANCE: The State may, at its sole option,
      withdraw any item of equipment from maintenance service by Contractor at any time upon
      thirty (30) calendar days notice without any liability. Contractor agrees to refund ninety
      percent (90%) of the prorated unused portion of any prepaid amount paid by the State.

      Upon the decision to discontinue maintenance of an item under this Agreement,
      Contractor agrees to assure that the items are in operable condition before terminating
      maintenance. If repairs are necessary, Contractor will repair the item at no charge to the
      State.

5.6   MAINTENANCE CONTINUITY: Contractor agrees to make maintenance services
      available to meet the State's ongoing performance requirements for the entire term of this
      Agreement. If Contractor is unable to provide adequate maintenance services or upon
      expiration or termination of this Agreement, Contractor or its receiver or trustee shall
      provide the following items to the State:

      5.6.1.   All information necessary for the State to perform or to have such maintenance
               service performed including, but not limited to, logic diagrams maintenance
               manuals, system and unit schematics.

      5.6.2.   A listing of suppliers capable of supplying necessary spare parts and equipment
               support.

      5.6.3.   Available information adequate to permit the State to have spare parts
               manufactured elsewhere.

      5.6.4.   A listing of spare parts and their frequency of use to enable the State to create a
               centralized inventory of spare parts.
5.6.5.   Any information that is identified by Contractor as proprietary information shall
         be maintained in confidence by the State except where disclosure to a third party
         is necessary in order for the State to continue the maintenance service.
                                            EQUIPMENT LIST


NAME
LOCATION
TYPE (workstation, server, printer, etc.)
SERIAL NUMBER
PRIORITY

Define what is included in a workstation, server, etc (keyboard, monitor, mouse ,???)