Specifications include, but are not limited to: 2.1 Contractor shall provide all preventive and remedial maintenance necessary to maintain the SPIRIT MIS listed in Exhibit A in good condition. 2.2 Contractor shall respond by telephone timely to requests for unscheduled remedial maintenance service and necessary repairs, Monday through Friday, 8:00 A.M. to 5:00 P.M. (Central Time), and provide effective troubleshooting and resolution within four (4) hours from the point the call is made to service components and make repairs. In the event that response times for support during any given instance do not meet the required four (4) hour response time or the Service Level Requirements listed in Exhibit C, which is attached hereto and incorporated herein, Contractor shall reimburse Customer according to the service credits as detailed in Exhibit B, which is attached hereto and incorporated herein. 2.3 Contractor agrees to provide preventive maintenance based on the specific needs of the equipment during normal business hours and at intervals specified in RFP No. 4534. and Contractor’s Proposal as accepted by the State in response thereto. Preventive maintenance may be performed concurrently with remedial maintenance activity. Contractor must record all activities related to preventive maintenance on a log to be retained on-site. 2.45 Contractor shall have emergency response services and support available 365 days a year, 24 hours a day, for any major system failures for after hours, holidays, and weekends. Any emergency after-hours service calls will be incurred on a time and materials basis at the hourly rates specified in Exhibit A. 2.5 The parties understand and agree that Customer reserves the right to add other equipment to be maintained or to cancel maintenance on all or part of the equipment, as Customer deems necessary. 2.6 The parties understand and agree that this Agreement does not cover the following: print heads (normal wear), batteries, ribbons, and all disposable parts; damage to equipment caused by Customer's abuse or neglect; damage caused by an act of God (flood, earthquake, lightning, etc.); loss due to fire or theft; cost of repair or maintenance of any kind which results from a breach of the terms of this Agreement by the Customer; neglect, misuse, alterations, or deviation from intended machine use; maintenance or repair of the machine performed by persons other than Contractor; or maintenance or removal of alterations or attachments
