Exhibit L Part 1 – Warranty and Maintenance Service Plan
800 MHz Emergency Communications Systems
For Sarasota and Manatee Counties
RFP 142842TM
Exhibit L – Part 1 – Warranty and Maintenance Service Plan
L-1
Exhibit L Part 1 – Warranty and Maintenance Service Plan
800 MHz Emergency Communications Systems
For Sarasota and Manatee Counties
RFP 142842TM
Service and Maintenance Plan
Contractor shall provide comprehensive services that ensure the systems
provided are maintained in optimal working order. This document provides an
overview of these services. During the System implementation process
Contractor will work closely with the Counties to finalize all aspects and details of
the Service and Maintenance Plan.
The services provided during the warranty period (year 1) and the maintenance
period (years 2-12) are available on a 24x7 basis and include, but are not limited
to:
 Software Maintenance and Repair
 Repair of Field Replaceable Units
 Troubleshooting and Repair of the P25 Radio System
 Remote System Monitoring of Alarms
 Preventive Maintenance
 Optional Repair of Subscriber Units (Mobiles and Portables)
 Control Station repairs during the warranty period
 Factory Technical and Engineering field support
 Replacement of Parts/Spare Parts
 Microwave Backhaul System support
 Console System support
Year 1 and Years 2-12
Contractor will provide the warranty and maintenance services as described
within this document. All services are provided during the warranty period (year
1) and the maintenance period (years 2-12).
L-2
Exhibit L Part 1 – Warranty and Maintenance Service Plan
800 MHz Emergency Communications Systems
For Sarasota and Manatee Counties
RFP 142842TM
Service Descriptions and Inclusions
Scope of Responsibility
The following table defines the responsibilities of the Counties and Contractor
during the warranty and maintenance periods of the System.
Table 1
Scope of Responsibility Sarasota and Manatee Counties Warranty/Care
Summary
Warranty Period
Tasks
CARE MANAGEMENT
Care Management
Manage resources for service delivery
Control Care activities
Provide Care status updates in
regularly scheduled meetings with
Counties
Prepare reports and obtain feedback
covering all Care issues
Send corrections, feedback or
suggestions request for improvement
to Airbus DS Communications
TECHNICAL SUPPORT
Managed Services, as applicable
Network Monitoring
Alert Follow-up
Escalation to Technical Support as
required
Disaster Recovery
Network Administration
Provide internet link into the System
Help Desk*
Help desk technical assistance (normal
business hours) for non-critical
problems
Help desk technical assistance (24hours a day, 365 days a year) for
critical problems
Investigation and diagnostic
Resolution and recovery
Incident Closure
Incident monitoring and reporting
Escalation to Level 3 Engineering and
R&D, as required
Provide Airbus DS Communications
secured remote access for trouble
shooting
Online Tools
Access to trouble ticket and RMA
process
Field Service (On-Site)
Preventative Maintenance
Corrective Maintenance
Emergency Maintenance
Sarasota
and
Manatee
Counties
Airbus DS
Communications
Maintenance Period
Sarasota
and
Manatee
Counties
R
R
Airbus DS
Communications
R
R
S
R
S
R
S
R
S
R
R
S
R
S
S
R
R
S
S
S
R
R
R
R
R
R
R
R
S
R
R
R
R
R
R
R
R
R
R
R
R
R
R
R
R
S
R
S
R
S
R
R
R
R
R
R
R
R
L-3
Exhibit L Part 1 – Warranty and Maintenance Service Plan
800 MHz Emergency Communications Systems
For Sarasota and Manatee Counties
RFP 142842TM
Warranty Period
Tasks
Configuration Management
HARDWARE SUPPORT
Equipment Supported
Airbus DS Communications Equipment
Network Access Equipment
Dispatch Equipment
RF Site Equipment and Auxiliaries
Backhaul Equipment
Control Station Radios
Antennas
DC Power
Generators
Repair and Return
Send the faulty unit under RMA to
Airbus DS Communications repair
center
Repair the faulty unit
Return the repaired unit
SOFTWARE SUPPORT
Software Management
Software Inventory Management
Software Validation
Software Updates
Set up the service
Establish delivery channel
Deliver software update and
documentation
Deliver software update subscriber
radios
Software Upgrades*
Deliver list of new features
Deliver pricing of new features
Software Delivery and Installation
Remote support for software
installation
Software installation on first network
element
TRAINING
Delta training upon release of new
features/functionality
TOOLS
Provide specific tools
Sarasota
and
Manatee
Counties
S
S
S
S
Airbus DS
Communications
Maintenance Period
Sarasota
and
Manatee
Counties
Airbus DS
Communications
R
R
R
R
R
R
R
R
R
R
R
R
R
R
R
R
R
R
R
R
R
R
R
R
R
R
R
R
R
R
S
S
R
R
R
R
R
R
R
R
R
R
R
R
R
S
R
R
R
R
R
R
L-4
Exhibit L Part 1 – Warranty and Maintenance Service Plan
800 MHz Emergency Communications Systems
For Sarasota and Manatee Counties
RFP 142842TM
Hardware Maintenance
Contractor shall provide hardware services, including:
 Warranty and out-of-warranty hardware repair
 Exchange programs for critical components
 Spare Parts
 Reporting of failures and repair specifics
Contractor shall provide hardware repair service to manage hardware failures by
repairing and returning a faulty unit or exchanging it with a compatible unit. Any
part or sub-assembly found to be faulty under normal operating conditions shall
be repaired or replaced at no extra cost to the Counties.
When the part has been repaired and Contractor has ensured proper functioning,
the part returns to the Counties with an explanation of the repair. Information and
tracking of repairs are available via Contractor’s online Return Material
Authorization (RMA) site.
If a part fails more than twice during the maintenance period, Contractor will
replace the part and discuss the failure with the Counties.
Contractor will also work with the Counties by making recommendations for
replacement, upgrades, or improvements to keep the System in optimal condition
through the warranty and maintenance periods.
VESTA Radio Software Maintenance
Contractor shall provide the following set of software services:
 Software updates for bug fixes and general improvements
 Software updates for new basic features and minor enhancements
 Software upgrades to the latest release for same level of features
 Software Release documentation
Contractor’s complete software services will provide the Counties with new
software releases and new software updates that maximize the performance of
the VESTA Radio system and the Zetron Acom IP console system. New software
is released every two (2) years and includes all the latest software release
improvements and new P25 standard features. Updates are natural
improvements of the product based on feedback from existing software releases
and system changes.
L-5
Exhibit L Part 1 – Warranty and Maintenance Service Plan
800 MHz Emergency Communications Systems
For Sarasota and Manatee Counties
RFP 142842TM
P25 Enhancements
Contractor also offers upgrades to software that provide additional new valueadded features and functionality for the VESTA Radio system over its life cycle
and keeps the system up to date with available P25 technological improvements.
These optional upgrades and features are available separately. Documentation
accompanies the software releases and includes all technical information and
standard feature information. Contractor’s Technical Support group will provide a
detailed change management process for the Counties to review and authorize
for any change in software or firmware.
Console Software
During the warranty and maintenance periods the Counties will receive at no
additional charge any patches or bug fixes contained in a service pack for Zetron
Acom IP feature group releases. The Counties will also receive any software
upgrade for Zetron Acom IP console system. Software upgrades are released
minor and/or major revisions to released software or firmware. Upgrades typically
include minor enhancements as well as access to certain major new features.
Upgrades also incorporate any previously released bug fixes/patches. Contractor
will coordinate and manage all Zetron work done in the System.
System Monitoring and Service Dispatch
Contractor will monitor system alarms from its System Management Center
(SMC) in Temecula, CA. Contractor utilizes the SNMP alarm capabilities of the
radio, microwave, and dispatch systems to perform remote monitoring of the
health of the System. Contractor can detect issues and will proactively dispatch
local resources to correct a fault even before an end user detects a fault. For this
service, Contractor will provide and manage a firewall VPN gateway while the
Counties will be required to provide internet access to that gateway.
Contractor provides comprehensive monitoring services 24-hours a day by
technical specialists. This service provides:
 24x7x365 Remote system monitoring, management, and service dispatch
 Alert tracking and analysis
 Alarm clearing
 Case management and escalation to Technical Support
 Customer notification of environmental issues
 Reporting of alerts and cases
Managed Services monitors the Contractor-provided equipment, such as servers,
work stations, repeaters, controllers and IP equipment, and other subsystems
provided by Contractor as part of the System. Each monitored node sends the
Managed Services team a notification regarding the health of the System and / or
applications.
L-6
Exhibit L Part 1 – Warranty and Maintenance Service Plan
800 MHz Emergency Communications Systems
For Sarasota and Manatee Counties
RFP 142842TM
Automated Message Handler (AMH) receives and reviews the alerts from the
network element. The AMH determines the type of alert interprets the message
and processes the message for review and possible action by the Technical
Support team. Based on the alarm and its severity, the team follows processes to
inform customers, address and resolve any issues, escalating to Technical
Support and Field Services, as needed. The Managed Services team tracks
Informational-only alarms and forwards the alarm message to the appropriate
technical teams for acknowledgement and resolution, if required.
Managed Services also remotely accesses the VESTA Radio system verifying
the issue and obtaining additional information for performing actions, and
validates that the system operation is correct.
Maintenance Personnel and Facilities
Contractor will provide local on-site technical support to respond to all Major and
Minor System issues via its factory-trained and certified technicians from its Local
Service Partner.
If issues occur that cannot be handled remotely or are beyond the capability of
the Counties’ technicians or Contractor’s Local Service Partner to resolve,
Contractor will dispatch a technician to the site for Major issues. This Airbus DS
Communications-trained and certified technician or engineer investigates the
cause of the issue and restores the System to operation.
Technical Support
Contractor supports its local service provider and the Counties with the following
Technical Support services:
 24/7/365 toll-free telephone technical support
 Case creation and management
 Response to information requests
 Remote troubleshooting and resolution of issues
 On-site technical response (Field Service)
 Engineering support and escalation to R&D
 Technical diagnosis and support on software and firmware issues
 Corrective maintenance
 Preventive maintenance
 Incident and problem management
 Technical interface activities
 Online technical information and a Web-based case management tool
 Fault recording, classification, investigation, diagnosis, resolution, restoration
of functionality and case closure
 Automatic escalation procedures to management for unresolved issues
Contractor’s Technical Support is available twenty-four hours a day, seven days
a week for technical assistance on all equipment Contractor provides.
L-7
Exhibit L Part 1 – Warranty and Maintenance Service Plan
800 MHz Emergency Communications Systems
For Sarasota and Manatee Counties
RFP 142842TM
Technical Support analyzes incident reports or alarms, reviews the issues, opens
tickets, handles requests, coordinates or performs actions to restore service,
provides support to the field and resolves or escalates issues until resolution.
If issues occur that cannot be handled remotely or are beyond the capability of
Contractor’s Local Service Partner to resolve Contractor will dispatch a
technician to the site for critical issues. This Airbus DS Communications-trained
and certified technician or engineer investigates the cause of the issue and
restores the System to operation.
Contractor offers online technical resources where the Counties can obtain
technical information and documentation, forms and other information such as
training documents and change notices. Contractor also provides an online tool
the Counties to enter trouble tickets and register equipment for repair, if desired.
System Manager
The Radio System Manager will serve the Counties during the warranty period
and each subsequent year of System Maintenance as prescribed in the price
proposal forms.
Technology Refresh
Technology Refresh is provided in this Agreement to ensure that the System is
continually maintained throughout the entire warranty and maintenance periods
with the same features and functionality as when the System was accepted, and
provides new standard functionality as it becomes available during the
maintenance period. The Technology Refresh program has two main
components: Hardware Refresh and Software Maintenance.
Hardware Refresh: Contractor’s software-centric system extensively utilizes
commercial-off-the-shelf (COTS) equipment in order to minimize the potential for
hardware obsolescence and ensure the continual supply of backwards
compatible COTS equipment. Contractor supplements this support methodology
by providing a scheduled hardware replacement program referred hereto as
Hardware Refresh. This program enables the System to benefit from continuous
improvement to server technology. This Hardware Refresh consists of the
replacement of the following system components (herein, “VESTA Radio Core
Technology”):
System controllers (servers), quantity 10
Routers, quantity 44
Switches, quantity 79
PC workstations, quantity 4
EzVIEW servers, quantity 4
Solarwinds servers, quantity 2
L-8
Exhibit L Part 1 – Warranty and Maintenance Service Plan
800 MHz Emergency Communications Systems
For Sarasota and Manatee Counties
RFP 142842TM
Through Hardware Refresh, VESTA Radio Core Technology will be upgraded as
needed to support a software update to the latest release. The cost of one
Hardware Refresh is included in the cost of the maintenance period. All other
items not specifically listed above are excluded from the Hardware Refresh
program. Other hardware upgrades or replacements may be offered for
purchase upon request from the Counties.
The exact timing of the Hardware Refresh will be coordinated with the Counties,
but will occur no later than six years after Final System Acceptance. Additionally,
Contractor will provide a second Hardware Refresh of the System controller
servers if required to maintain the features and functionality of the VESTA Radio
Core Technology, upon Contractor’s recommendation and if mutually agreed to
by the Counties.
The Hardware Refresh is a small-scale turnkey project that includes:
 Design, engineering, labor, project management, and coordination with the
Counties to minimize impact to System users
 Required updates of the software and/or firmware including third party
software and firmware in the System
 Replacement of all Contractor-provided components no longer supported by
Contractor
 Replacement of Contractor-provided hardware in the System that is no longer
functioning due to a necessary software or firmware upgrade, as determined
in the discretion of Contractor
Software Maintenance: Contractor will maintain the features and functionality of
the System and enable new standard functionality through a software and
firmware maintenance program (“Software Maintenance Program”) with regular
updates throughout the maintenance period. VESTA Radio Core and
Infrastructure equipment, including Tait repeaters, Contractor-supplied consoles
and recorders, and other Contractor-supplied third party equipment are
supported under the Software Maintenance Program. As part of the Software
Maintenance Program, the Counties shall receive software and firmware
maintenance services as follows:
Fixes: Software and firmware program fixes are defined as resolutions to
problems that result from a defect in the software or firmware product or supplied
documentation.
Software and firmware program updates: Software and firmware program
updates are defined as minor enhancements to the already purchased product
feature / functionality set. A product change is classified as minor, in the
discretion of Contractor, based upon the impact of the change to the core
functionality of the product.
L-9
Exhibit L Part 1 – Warranty and Maintenance Service Plan
800 MHz Emergency Communications Systems
For Sarasota and Manatee Counties
RFP 142842TM
Software and firmware program upgrades: Software and firmware program
upgrades are defined as major enhancements to the already purchased product
feature / functionality set that are within the P25 standard. Enhancements that
are not part of the P25 standard are not an upgrade provided as part of the
Software Maintenance Program. Enhancements that are not part of the P25
Standard or is classified as a major product change shall be made available for a
separate fee. A product change is classified as major, in the discretion of
Contractor, based upon the impact of the change to the core functionality of the
product.
The Counties will be notified by an Airbus DS Communications Product Change
Notice, of all software and firmware program fixes, updates and upgrades, which
occur within the term of the Software Maintenance Program. Application
software and firmware program changes will roll into the existing Maintenance
Plan, thereby not extending the term of the Software Maintenance Program.
Licenses for additional features and functionality not purchased with the VESTA
Radio system are not included in the Software Maintenance Program and will be
made available, if desired, at an additional charge.
Contractor’s engineering department will draft a change proposal that details all
aspects of the Hardware Refresh and Software Maintenance Program and
submit it to the Counties for approval. No work will be done prior to written
approval from the Counties. Once approved by the Counties, Contractor will
install the software and firmware on the System. Installation is typically provided
via remote access, but may be provided on-site in some instances, at the
discretion of Contractor. The installation delivery method will be discussed with
the Counties as part of the change proposal process.
Additional Services Provided
Care Manager
Contractor provides an effective and unique customer service model called Care
Management. This model provides a dedicated Care Manager (not a sales
person) who serves as a single point of contact to work with the Counties and
Contractor’s local service partner to develop and manage all the services and
support on the System to:
 Ensure service and performance quality of the System
 Create and manage service levels to meet the needs of the Counties
 Monitor issues, and ensure resolution, maintain standards for methods and
procedures
 Report on service levels achieved, System activity and issues
 Maintain regular contact including meetings and annual in-person visits
 Provide an interface into the Contractor’s organization in order to escalate the
Counties’ requests, issues and priorities
 Coordinate with third party suppliers, such as the Counties’ mobile and
portable manufacturer, to manage maintenance and repair requirements
 Ensure that all System configuration information is accurate and complete
L-10
Exhibit L Part 1 – Warranty and Maintenance Service Plan
800 MHz Emergency Communications Systems
For Sarasota and Manatee Counties
RFP 142842TM
 Provide an overview of the System including needs, configuration and
changes
 Recommend needed upgrades and changes to improve or ensure
performance
 Consult as needed to address any needs or concerns
Contractor’s Care Manager performs as the project manager during the warranty
and maintenance periods. The Care Manager stays continually engaged
throughout the warranty and maintenance periods, and is up-to-date on open
cases and issues and directs all teams working on the System. The Care
Manager also serves as an escalation point on technical issues with the System
ensuring open issue prioritization.
Initially, the Care Manager reviews the Counties’ needs and requests, and works
with the Counties’ team to develop the proper level of care services for the
maintenance program. An agreed detailed list of services will be developed as
part of a comprehensive Care Plan that serves as an operating manual for the
Counties and Contractor.
The Care Manager is responsible for managing the delivery of all ordered
support, repair and maintenance services in a timely and accurate fashion and
with a level of quality that ensures complete customer satisfaction. Periodically,
the Care Manager and the Counties review the service requirements, and make
any needed adjustments to the service levels and care offerings as needed to
ensure the Counties’ satisfaction.
Regular meetings are vital for the communication and information flow among the
parties to this Agreement. The Customer Care Manager and other members of
the Care Services Team meet with the Counties quarterly to discuss System
performance and progress, as well as major accomplishments and challenges or
other issues relating to Care phase activities.
Technical Support Prime
Upon issuance of the Notices to Proceed, Contractor will assign a Technical
Support specialist to follow the project through design and implementation, so
when it comes time to turn the project over to Care, the Technical Support Group
(TSG) has a subject matter expert (SME) on their team who thoroughly
understands theSystem. This SME is not involved in every issue that comes up,
but is a resource that will be available to resolve difficult issues and provide
guidance.
OEM Warranties:
Contractor will pass to the Counties all OEM warranties from third party
equipment that have periods extending beyond the one year standard warranty.
During the maintenance period, the Contractor’s parts and labor warranty covers
all Contractor-provided equipment except as excluded below. Contractor does
not provide a warranty past one year for shelters, roofing, towers, fence,
compound grounds, man and swing gates, and access roads that have been
provided as part of this Agreement.
L-11
Exhibit L Part 1 – Warranty and Maintenance Service Plan
800 MHz Emergency Communications Systems
For Sarasota and Manatee Counties
RFP 142842TM
Preventive Maintenance
Contractor will provide regularly scheduled preventive maintenance activities as
required by the equipment manufacturers through its local service partner,
Williams Communications. Preventive Maintenance activities will be provided, at
a minimum, on an annual basis, or as required by the equipment manufacturer.
Typical Preventive Maintenance activities are included below and are performed
any time Contractor or its Local Service Partner visit a site during the warranty
and maintenance periods. Equipment is replaced, as necessary, and any
defective equipment sent in for repair:
Contractor’s Equipment Checks
 Switch, router and controller LEDs verification
 Repeater LEDs verification
 GPS receiver condition verification
 Cabinet doors condition
 Alarm panel connections inspection
 Grounding connections inspection
 Equipment’s fans operation verifications
 RF connectors condition
General Site/Equipment Checks
 MW link condition verification
 Equipment room entrance doors and locks condition
 Equipment room lights condition
 Equipment room temperature, humidity, and dust condition
 Look for sign of water leakage
 Perform visual inspection of antenna and cabling systems (from ground level)
 Perform visual inspection of site conditions
The following Preventive Maintenance activities are performed annually to
ensure maximum System performance and availability. Equipment found to be
out of specification is adjusted as necessary to bring the equipment back within
factory specifications. Underperforming equipment that cannot be returned to
factory specification is replaced and the unit sent in for repair.
 Carrier frequencies error measurement
 Check repeater frequency alignment
 TX RF output measurements
 TX reflected power measurements
 Verify RX sensitivity, Interference rejection and frequency accuracy
 SWR or Return loss measurements
 Inspect batteries and check voltage measurements
 Test UPS
 Switch over to redundant components function properly
 Perform sweeps of all antenna systems
 Remove dust and dirt accumulation
L-12
Exhibit L Part 1 – Warranty and Maintenance Service Plan
800 MHz Emergency Communications Systems
For Sarasota and Manatee Counties
RFP 142842TM
The following Preventive Maintenance activities are performed bi-annually after
Final System Acceptance
 Verify tuning of transmitter combiners and RF filter components
 Check tower-top amplifiers for proper gain and inter-modulation distortion
 Stress-test the backhaul network to ensure that the specified
bandwidth/capacity is available
Spare Parts
During the warranty and maintenance periods, Contractor provides a stock of
spare parts for critical on-site equipment to facilitate rapid restoration of services
in the event of a hardware failure. In addition to these recommended spares,
Contractor works with third party vendors to ensure that repair parts and
replacement equipment are available on an expedited basis, if needed during a
critical situation. These spares will support the repair of a minimum of 95% of the
installed equipment base.
Contractor also keeps equipment up-to-date by making recommendations for
replacement, upgrades, or improvements to keep the System and its subsystems
in optimal condition over the warranty and maintenance periods.
In the event of a critical hardware failure, the local service provider will first
access the spare stock pool to obtain a replacement piece of equipment to return
the System to operation. As soon as any spares are used, parts being replaced
will immediately be sent for repair. Contractor will maintain an adequate level of
spares throughout the warranty and maintenance periods to ensure timely
repairs of the System.
In addition to the recommend spares list, Contractor will make its entire catalog
of replacement parts, components and accessories available for purchase at
discount or “wholesale” prices at the Counties’ request.
This list may change depending upon the approved final System design.
Contractor reserves the right to change quantities, model numbers and
descriptions, as necessary to conform to the final System design.
OEM
Model
Number
Description
Kontron
CG2200
Universal Controller
2
Tait
TB9400
P25 Repeater, standard , 100W, AC/DC
1
Tait
TB9400
P25 Repeater, standard , 100W, AC with Failsoft
2
Tait
TB9400
P25 Repeater, Simulcast 100W , AC/DC with
Failsoft
Zetron
Qty
5
Standard Spares Kit
2
Cisco
3945/K9
Router
1
Cisco
2911/K9
Router
2
Ethernet Switch
2
Alarm Aggregator
1
Cisco
AKCP
WS-C2960C12PC-L
SP8X60dTH01DCW
Dell
420
Server (EzView)
1
dbSpectra
DS7TMA31
Tower Top Amplifier
2
L-13
Exhibit L Part 1 – Warranty and Maintenance Service Plan
800 MHz Emergency Communications Systems
For Sarasota and Manatee Counties
RFP 142842TM
OEM
Model
Number
Description
dbSpectra
DS7PDU-24AC
Receive Multi-coupler
2
DC power plant
1
Spectracom
EC22S
GPS Timing Reference
1
Spectracom
8225
GPS Antenna
2
Spectracom
8226
Antenna Line Surge Suppressor
2
Qty
Aviat Eclipse Recommended Spares Package with
one each of RFU 5GHz, RFU 11GHz, Fan Tray Kit,
Aviat
Modem-Radio Access Card, Gigabit Ethernet Switch
1
Card, INUe Fan Card, Node Controller Card
Sinclair
SC479-HF1LDF
Transmit Antenna
6
Sinclair
SC412-HF2LDF
Receive Antenna
2
PTG
IS-B50HN-C2-ME
Poly Phaser Lightning Arrestor
10
dbSpectra
DSCC85-01
851-869 MHz 1 Ch. Combiner
1
Standard Spares Kit
3
Exacom
Training
Contractor recognizes that specific training offers tremendous value to customers
who wish to perform their own day-to-day support services, system management
or administration. In addition to the Training Catalog provided in Exhibit J of this
Agreement, Contractor’s training team offers regularly scheduled training
opportunities throughout the year, as well as on-demand training classes. Initial
training is typically part of the VESTA Radio system purchase, and is customized
for the System. However, the training team also offers:
 Delta training for new features and functionality, which is included as part of
the software support package
 Refresher training
 New employee training
 Overview and introduction training
 Third party equipment training for third party equipment provided by
Contractor
Conditions and Limitations
Airbus DS Communications Care services provide optimal performance of the
System. In order to provide a consistent level of quality services, the following
conditions and limitations apply:
 On-site intervention requires the presence of the Counties authorized
personnel to provide site access
 Remote monitoring, troubleshooting and restoration requires that the Counties
provide direct remote access to all locations and equipment and that the
necessary equipment and connectivity be available for the remote access
session
 Contractor provides services on the elements of the Counties’ network that
were purchased through this Agreement.
L-14
Exhibit L Part 1 – Warranty and Maintenance Service Plan
800 MHz Emergency Communications Systems
For Sarasota and Manatee Counties
RFP 142842TM
 The Counties are to have and maintain a spare parts inventory in order to
provide emergency restoration
 The Counties must properly maintain hardware and software. Equipment may
not be covered if exposed to misuse, damage, unauthorized modification or
other abuse or use in a manner for which it was not designed
 Equipment must be operated in a normal environment and protected from
adverse conditions which may impact performance and / or damage
equipment.
Exclusions:
 Tools, resupply of consumable items, battery replacement
 Out-of-warranty repair or replacement costs (not otherwise included in the
maintenance plan)
 Repair or restoration of a problem that appears to be caused by software or
hardware not delivered by Contractor or caused by a modification of the
Contractor’s delivery. The cost of the intervention will be charged to the
Counties
 Testing of new features or software acceptance testing
 New feature activation
 Services to address interference issues
L-15
Exhibit L Part 1 – Warranty and Maintenance Service Plan
800 MHz Emergency Communications Systems
For Sarasota and Manatee Counties
RFP 142842TM
Hardware Warranty Statement
Supplier warrants that, at the date of shipment, the Products shall be free from
defects in workmanship and materials and conform to the applicable
specifications and requirements as set forth in the Quotation for a period of
twelve (12) months from Final System Acceptance (“Warranty Period”). In
addition, except as set forth in Exhibit L – Part 2, all other hardware described in
this Exhibit L – Part 1 shall be free from defects in workmanship and materials
and conform to the applicable specifications and requirements as set forth in the
Agreement during the Warranty Period. Purchaser’s sole remedy and Supplier’s
sole responsibility is limited to the repair or replacement of any defective or nonconforming Products at no cost during the Warranty Period. All warranty claims
must be submitted in writing to Supplier within the Warranty Period in accordance
with Supplier’s then existing RMA procedures. Products that are replaced or
repaired by Supplier do not extend the original applicable warranty period.
Supplier’s warranty is contingent upon proper use of the Products and Supplier
has no responsibility for Products that have been modified or altered without
Supplier’s specific written approval or Products that have been subjected to
unusual or extreme physical or electrical stress, accident, neglect, misuse,
alteration, disaster, acts of God or terrorism, improper or incomplete installation,
unauthorized repair and other defects or damage traceable to Purchaser or its
customer or acts or omissions of persons other than Supplier. Supplier’s
warranty does not apply to normal wear and tear or to items consumed in
operation of the Products. Supplier does not warrant that any software provided
by Purchaser will be error free or uninterrupted in its use or operation. Purchaser
will have no authority to extend or alter such warranty with respect to Supplier.
Purchaser will be responsible to its customers for any and all warranties which it
makes relating to the Products. Purchaser warrants that it will comply with all
applicable Federal, state and local laws, rulings and regulations including but not
limited to United State’s export control laws. THE WARRANTIES SET FORTH
HEREIN AND IN THE QUOTATION HERETO, IF ANY, ARE GIVEN IN LIEU OF
AND EXPRESSLY EXCLUDE ALL OTHER WARRANTIES, EXPRESS, IMPLIED
OR STATUTORY, INCLUDING WITHOUT LIMITATION: (A) ANY WARRANTY
THAT ANY OF THE PRODUCTS OR SERVICES ARE ERROR-FREE, WILL
OPERATE WITHOUT INTERRUPTION, OR ARE COMPATIBLE WITH ALL
EQUIPMENT, FIRMWARE AND SOFTWARE CONFIGURATIONS; (B) ANY
AND ALL WARRANTIES OF MECHANTABILITY, FITNESS FOR A
PARTICULAR PURPOSE, QUALITY, ACCURACY OF INFORMATIONAL
CONTENT OR INFRINGEMENT. EXCEPT FOR EXPRESS WARRANTIES
STATED HEREIN, IF ANY, SUPPLIER’S PRODUCTS AND SERVICES ARE
PROVIDED “AS IS” AND WITH ALL FAULTS AND THE ENTIRE RISK AS TO
SATISFACTORY QUALITY, PERFORMANCE, ACCURACY, AND EFFORT IS
WITH THE PURCHASER. THE REMEDIES PROVIDED HEREIN ARE
EXCLUSIVE AND ARE IN LIEU OF ANY OTHER RIGHTS OR REMEDIES.
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