HomeMy WebLinkAboutAmeritek Orlando Inc. Advanced Support Group Plan F -1999 08 27
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,~ 151 Semoran Commerce Place e Apopi<a, Florlda 32703 ~ (,~(i?') 885-2323
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Ii FLEXHOURS SUPPORT AGREEMENT
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~t Ameritek Orlando, Inc.'s Advanced Support Group (herein after called ASG), agrees to sell advance service and support labor (FlexHours) to be used by the
}j customer in accordance with the follONing provisions:
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:~ 1, FlexHours can be used for any service which ASG provides,
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H 2. Support contract customers will be assigned a primary Engineer to become familiar with the system, and a secondary Engineer will also be assigned
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% as a backup,
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r 3, An h:counting will be maintained of man hours purchased and man hours used with a monthly status report provided to the customer indicating work
~ perfarned and the current balance remaining, Time coosumed will be posted to the customer's account in fifteen minute increments with a minimum
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}~ of 1 Yo hours for each OI'l-Sitevtsit Telephone support will be billed in straight time in 15 minute increments, Priority levels will be assigned to each call
11 according to customer's request. and will be charged according to this plan:
~ Priority 1, Highest Le\€l: System doNn, Missiorl critical, Emergency need, 2 hour response time, 24X7, Senior Level Engineer for expertise
~ required - this call will be charged 3X the normal hourly rate,
& Priority 2, Middle l.a\43I: Umited Functionality, Partial System malfunctioos, next available Engineer, 4 hour response time, normal business
hours - this call will be charged 2X the normal hourly rate,
*~ Priority 3, L..o.v Le\€l: L.imitej Impact, Minor system errors, Scheduled time, normal business hours - this call will be charged as noted above,
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l1 4, Travel time will not be charged against the customer's account unless the customer specifically requests emergency travel to expedite a repair or
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~ installation, Standard sen.;ong area is a 25 mile radius from Interstate 4 and Highway 50, Any point which falls outside of this servicing area is subject !~
t~ to 1 ~ per mile trip fee from portal to portal,
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5. ' Parts or any other hardware necessary to implement a repair requested by the customer will !lQt be covered under this agreement, The customer will "
~ have the option of providing the part or hardware to ASG for installation or of purchasing the item from ASG at the quoted, discounted price, ~
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I 6. Maintenance prcMded by ASG under this ~reement \'0111 be during the NORMAL BUSINESS HOURS of Ameritek, The NORMAL BUSINESS HOURS H
of Ameritek shall mean the hours Of 8:00 AM to 5:00 PM, Monday thru Friday, excluding Ameritek recognized holidays, Time spent woridng beyond [
normal business hours, after 5:00 PM & before 8:00 AM, Monday through Friday, and after 5:00pm, and before 8:00am Friday through Monday, will be
charged to the FlexHour account at 3 times the current rate, Contract terms are subject to change at vendors discretion upon expiration of this sole ~".
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:~ 7. When the custaner's account balance drtps belC1N 3 hours, the account will be credited with the amount of hours previously purchased, and an inllOice "
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~ sent to the custon1er. Request in writing to be given approximately 30 days in advance to change hours requested, or cancellation of plan,
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I 8, Customer agrees to purchase and pay for FlexHours in advance, The customer also agrees to pay invoices for parts or hardware within 10 days of ;-,.
cIeIiwry of the item, -~:;
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~ 9, In no event shall ASG be liable for loss of profIts indirect, special, consequential or similar damages arising out of any breach of this agreement or t"
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I obligation under this agreement. '"-,,
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ill 10. ASG shall net be responsible for the loss of any computer files or loss of profits due to the loss of files, whether they be data. program, or system files
~ for any reason, be it failure to backup, operator failure or system failure,
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Customer Account #: OR3733 Date: AUGUST 27,1999
Customer Name: CITY OF WINTER SPRINGS ..,
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Address: 1126 E. SR 434 Telephone #: 407-327-1800 J.
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City: WINTER SPRINGS I Zip Code: 32708 Facsimile #: 407-327-5131 ~
Initial FlexHour Plan # Purchased: PLAN F Special: $5/HR DISCOUNT ~;.
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Special Notes: AUTO-RENEWAL DISC9UNT APPLIED TO INVOICE Contract Cost: $8850
Customer Authorized Signature:~~hl J&J c.~ Printed Name: Ronald W. McLemore
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Serving Central Florida Since 1976