Specifications include, but are not limited to: REPAIR AND INSTALLATION SERVICES • Service Repair The Vendor shall make service available via toll free telephone calling 24 hours per day, seven (7) days per week. Personnel must be knowledgeable of the contract services and devices as configured for the State. The Vendor shall be responsible to implement appropriate maintenance. The Vendor shall have in his employ a sufficient number of trained personnel to ensure that emergency calls shall be answered promptly, 24 hours a day, with repairs being initiated no later than two (2) hours after trouble calls are received. • Equipment Replacement Vendor shall provide replacement pagers and associated equipment within two (2) State business days of report of defective equipment by the State. CUSTOMER SUPPORT SERVICES The successful Vendor must provide complete customer support inclusive of the following: • Account Management The Vendor must provide a single point of contact for the State or its representative. • Account Team Access Vendor must provide telephone, facsimile, and Internet e-mail access to each individual on the Vendor account team. General toll-free numbers must be provided for telephone and facsimile services on a statewide basis. • Billing Support The Vendor shall assign a dedicated financial representative to the State account who will cooperate with the State to resolve billing, call detail, equipment programming, data discrepancies and all other aspects of the contract. The Vendor shall be capable of receiving electronic payments from the State. If a Vendor subcontracts any or all of the products and/or services covered by this agreement, the Vendor must be the central point of contact for all matters of ordering, billing, invoicing, and delivery. Use of a subcontractor shall not release the selected Vendor of any responsibility. Bills and invoices for products and services must be issued by and payable to the Vendor receiving this contract. Questions related to billing or delivery will be handled promptly by the Vendor and not the subcontractor(s).
