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HomeMy WebLinkAboutEfficiency Inc (2016)Efficiency Inc. Technical Support Agreement As an Efficiency, Inc. technical support contract customer, "Mason County BOCC" will receive (1) one-year from 6/21/16-6/20/17 (term of agreement) which includes: • Full parts and labor warranty both hardware & software with replacement of parts that are defective or become worn in the course of normal use. • Calls for service during normal business hours will be returned in Tess than 4 business hours. Service issues not resolvable remotely will result in priority dispatch for onsite service. • **Labor and parts required as a result of improper use, mishandling or damage through accident or unauthorized service performed by anyone other than our service department will be chargeable (see Rates for Chargeable Service Under Contract below) . • Service will be performed during normal business hours of 8:00 a.m. to 5:00 p.m. Monday through Friday excluding holidays. • On -site education after initial installation & training. • Unlimited calls from 8:00 a.m. to 5:00 p.m. PST to Efficiency Inc. excluding holidays and weekends. • Electronic logging of issues and questions to FTR (email & Web) 24 hours per day. • Unlimited access to the FTR Knowledge Base. • On-line access and hardcopies of all released Technical Support memos. • On-line access to product documentation. • Software fixes via electronic download. • Free downloads of service packs and minor version upgrades. • Full version upgrades at a reduced cost (during promotion period). • Automatic renewal invoice is sent 30+ days prior to expiration of the term of the agreement. Payment must be received prior to expiration of the term of agreement to avoid cancellation of contract. Lapsed service agreements require on -site inspection at customers expense before contract can be re -instated. **Rates for Chargeable Service Under Contract • Contract Hardware/Software On -Site Service Rate: $125.00 per hour on -site, plus $150.00 per hour travel and parts. • Contract Hardware/Software Shop Rate: Minimum shop charge is $125.00 per hour, plus parts and shipping. Shop charge applies to carry -in and mail -in. • Non -Contract Telephone Support Rate: $125.00 per hour billed in 15 minute increments at $31.25. Please Note • All customer account balances must be current before local service/support will be provided. • Pricing is subject to change without prior notice for chargeable services and renewals are subject to 2% annual increase. • Customers not covered by a Support Agreement will be charged the standard rate of $185.00 per hour on -site, plus $150.00 per hour travel, parts and applicable expenses, during normal business hours. Custome 0/IA Jj Signature & b( 16hizi l?aehnr_?t 04/28/16 Efficiency, Inc. & Date After signing please email back to Karri Boerner at karrib©eff-inc.com Thank You! Efficiency, Inc. 4742 42nd Ave SW #468, Seattle WA 98116