HomeMy WebLinkAboutContract 37416CI f ►' SECRETARY
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Inova Support Agreement Renewal 2008
Quote for CIT1376
July 33 2008
City of Fort Worth-CIT1376
2008 Quote - $5705.10
The Gold Inova Support Agreement Renewal for the upcoming year will cover the Inova LightLink
System (software and hardware) for 12 months dated 10/1/08 through 9/30/09. Terms of
coverage for the Gold Inova Support Agreement are attached.
Following is a listing of all Inova software covered under this quote:
Qty 1 Core SW 2.6
Qty 5 Supervisor Packs
Qty 52 Desktops
Qty 2 ODBC & NT Max
Qty 1 Intelliview Server License
My 24 Intelliview Clients
Qty 1 Email/Pager
There is no hardware for this site.
If you have any questions or need additional details please let me know.
Thank you!
Rachel Sherman
ISA Contract Coordinator
434 951 8128
rsherman(u')inovasolutions.com
OFFICIAL RECORD
CITY SECRETARY
FT. WORTH, TX
The Inova Support Agreement (ISA) is your guarantee of support and maintenance for
your Inova Solutions products. You'll enjoy the following coverage for as long as you
maintain an active Inova Support Agreement'. This ISA covers one year of Technical
Support.
TECHNICAL SUPPORT AND CONSULTATION
Inova Solutions provides round-the-clock dial -in diagnosis and technical support for your Inova
Solutions system, in conformance with your protocols for network security.
For Routine Assistance: The Inova Solutions Help Desk is staffed during normal business hours
(8am —5pm Eastern Standard Time) for routine, non -emergency, and emergency assistance.
Experienced technicians are available who know your system and can troubleshoot problems or
help you enhance the utility of your LightLink system. For example, our technicians will be glad to
help you modify data presentation formats on your LightLink output devices or advise you on
rolling out Inova Desktop Presenter software on your network. At your request, our technicians
will also dial into your system to assess system health and to offer ideas for optimizing the use of
your system.
For Emergency Assistance: During evenings, weekends, and holidays Inova technicians are
on -call to address your emergency, mission -critical problems and restore your system to
operation as quickly as possible. (Note: "mission -critical" is defined as an out -of -service condition
— i.e., the LightLink system is inoperative, preventing use of the system, which severely impacts
the Client's end -user operations.) Non -mission -critical service (such as planned after-hours
support to assist with system upgrades or to provide other non -emergency support) outside of
normal business hours is offered by appointment only at an additional cost, and requires advance
credit card approval. For Clients with a current Inova Support Agreement the discounted price for
this non -emergency after-hours support is $200 for the first hour or fraction thereof, and $100 for
every hour or fraction thereafter.
LightLink Backup: Inova Solutions recommends that a regular LightLink system backup be
made on a weekly to monthly basis, depending on system usage. The procedure for backing up
your system varies depending on the LightLink version number; contact Inova Solutions Client
Services for more information. Having a recent backup in place will allow for the system to be
regenerated if a system fault or failure occurs. Clients that fail to backup the system may incur
additional fees if assistance is required to rebuild the system.
Anti -Virus Protection: Inova Solutions is not responsible for supplying or maintaining anti -virus
protection on the LightLink host PC(s). Supplying and maintaining anti -virus protection rests
entirely with the Client.
Minimum System Recommendations: The minimum recommendations (nova Solutions
provides are set according to load testing analysis and established to support a minimal
� Support will not be provided to clients without a current ISA. If an ISA lapses and is later resumed, aback -
charge for the lapsed period may apply; charges for recertification training and upgrading to the most recent
software version may also apply.
OFFICIAL RECnRD
CITY SECRETARY
FT, WORTH, TX
implementation of LightLink on a stand-alone system host. This supports the software at a level
Inova Solutions recommends as satisfactory.
Installation on hosts not meeting the minimum system recommendations may work, however
system performance and response cannot be guaranteed. Should Inova Solutions Engineering
analysis be required to review operational issues, a hardware upgrade to the system minimum
recommendations is likely the first required step toward resolution.
Configuration of LightLink Messages, DataLink Views, Inova Broadcaster (IB) Views, and
Inova Performance Tracker (IPT) Views: Inova Solutions Client Services will assist in the
creation or configuration of two (2) messages or two (2) views to LightLink system output devices
during the initial installation or an upgrade of the system. All other messages and/or views are the
responsibility of the Client, eTraining modules that cover the creation of messages and views can
be accessed from the secure area of the Inova Support website (www.inovasupport.com).
Client Environment Changes: Inova Solutions recommends that the Client contact Inova Client
Services prior to any network configuration changes, PC imaging, host name or IP address
changes, etc, to review the ramifications to the LightLink system. Undertaking these actions
without first consulting Client Services may cause system outages. Outages caused under these
circumstances are not deemed "mission critical" and will not take priority over other Inova
Solutions Help Desk cases. Outages caused under these circumstances are also subject to
additional fees if assistance is required. If such outages occur outside of normal business hours,
assistance will be provided the next normal business day, unless otherwise scheduled with Inova
Solutions Client Services.
Data Source Upgrades: Inova Solutions recommends that the Client contact Inova Client
Services prior to any version upgrades of an existing data source from which Inova is pulling
data. Clients undertaking these actions without first consulting Inova Client Services do so at their
own risk. Outages caused under these circumstances are subject to additional fees if assistance
is required. If such outages occur outside of normal business hours, assistance will be provided
the next normal business day, unless otherwise scheduled with Inova Solutions Client Services.
OFFICIAL RECORC
CITY SECRETARY
FT. WORTH, TX
ESCALATION PROCESS: The following tables summarize the process Inova Solutions Client
Services follows for Help Desk case escalation during normal and after-hours business
operation.
Step
Help Desk Case Entry
Diagnostic/Resolution
Higher -level
Diagnostic/Resolution/
Engineering Assignment
CITY SECRETARY
FT. WORTH, TX
Normal Business Hours
Inova Solutions Resource
Inova Analyst/Customer
Advocate
Tier 1 Help Desk Analyst
Tier 2 Help Desk Analyst /
Engineering Liaison
Responsibility
Upon receiving calUemail
from Client, Inova Analyst
creates a case that is
entered in the appropriate
queue in SalesForce.com.
Client receives
confirmation email with
case number and
Accepts Help Desk case
and contacts Client and/or
diaIs into Client network
for analysis and
troubleshooting.
Tier 2 Analyst reviews
issue with assigned Tier 1
Analyst; provides
guidance on issue
identification and
resolution; notifies Client
via email within 1 hour of
ial escalation; notifies
Client via email if
escalation to Inova
Solutions Engineering is
required.
Escalation Route
If Client places call and
does not receive
assigned Inova Analyst
the option is available to
press `0' to reach an
Operator and ask to
speak with a Customer
Advocate.
If case is not retrieved by
Analyst within 2 hours
of entry, Help Desk
Manager is notified;
Manager assigns an
Analyst based on
priority.
If, after case is retrieved
by Analyst and all
appropriate information
is provided, issue is not
resolved within 1
business day, case is
escalated to Tier 2
Technical support.
If problem is not
resolved within 1
business day of Tier 2
escalation, involves
Inova Engineering
Liaison.
unable
If Engineering Liaison is
to resolve issue,
Tier 2 Analyst enters
item into DevTrack (in
house tracking system)
for further analysis by
After Hours (Outside the hours of Sam-Spm EST)
Step
Inova Solutions Resource
Responsibility
Escalation Route
If call is not returned
Within 1 hour, leave
On -call Tier I Help Desk
Receives page from
second message, which
Help Desk Case Entry
Analyst
system voice mail
will send page via a
notification
different route if delivery
has not been successful.
Receives voice mail and
contacts Client and/or dials
If, after case is retrieved
into Client network for
by Analyst and all
initial analysis and
appropriate information
troubleshooting; creates
is provided, issue is not
Diagnostic/Resolution
Tier 1 Help Desk Analyst
case in SalesForce.com.
resolved within 1
Client receives
business day, case is
confirmation email with
escalated to Tier 2
case number and
Technical support.
description.
If problem is not
resolved within 1
Tier 2 Analyst reviews
business day of Tier 2
issue with assigned Tier 1
escalation, involves
Analyst; provides
Inova Engineering
guidance on issue
Liaison.
identification and
Higher -level
Diagnostic/Resolution/
Tier 2 Help Desk Analyst /
resolution; notifies Client
If Engineering Liaison is
Engineering Assignment
Engineering Liaison
via email within 1 hour of
unable to resolve the
initial escalation; notifies
issue, Tier 2 Analyst
Client via email if
enters item into
escalation to Inova
DevTrack (in house
Solutions Engineering is
tracking system) for
ultimately required.
further analysis by
Engineering.
REFRESHER TRAINING
Inova Solutions provides aself-paced online video -based training suite for the Inova LightLink
software, which includes the following eTraining modules:
• Message Editor
• System Manager
• Inova Broadcaster (IB)
• Administrator
Available at no additional charge, these eTraining modules can be accessed from the secure
are�oftfse�t�i��upport website (www.inovasupport.con).
OFFICIAL RECORD
CITI' SECRETARY
FT. WORTH, TX
Custom online training or onsite training is also available to meet your training requirements, but
at an additional cost. Please contact Inova Solutions Client Services for more information on
custom training options or to obtain your Password and User ID to access the secure site. Toll
Free: 888-637-1080.
SECURE WEBSITE ACCESS
Clients with a current Inova Support Agreement are provided a User ID and Password to access
the Inova Support secure website (www.inovasupport.com). The Inova Support website provides
access to the latest technical documentation, installation guides, eTraining modules, and more.
SOFTWARE UPGRADES
Clients with a current Inova Support Agreement receive free minor release software upgrades.
Those clients running release 5.0 and higher, and under an Inova Support Agreement with Inova
for the past 12 month period, will also receive major software upgrades at no charge. Clients
running release versions prior to 5.0 will receive a 50% discount on major release upgrades. A
Minor Release (also known as a "Maintenance Release" or "Service Pack") corrects problems or
provides minor improvements to existing product functionality. Minor Releases are numbered in
decimal increments (e.g. 5.0 or 5.1). A Major Release provides significant value-added
functionality. Major Releases are numbered in whole number increments (e.g. 2.X or 5.X).
Installation charges and/or professional services fees may apply for minor and major software
upgrades when reinstallation of your entire Light Link system is required for these upgrades.
Please contact your Inova Solutions Account Executive for more information.
* Major and Minor upgrades require advance notice and must be scheduled with the Inova Client
Services department.
REPAIR AND RETURN
To obtain service under this Warranty, contact Inova Solutions at 888-637-1080 or at the
address below during the Warranty period to receive a Return Material Authorization (RMA)
number and shipping instructions. Then ship the product believed to be defective,
transportation prepaid, for inspection. Inova will not be responsible for dismounting and
remounting of Client's LED displays or unauthorized returns or returns that do not list the RMA
number and quantity returned on a packing list attached in plain view on the outside of the
shipping container. Ship to:
Inova Solutions
Attn: RMA XXXXXXX
110 Avon Street
Charlottesville, VA 22902 USA
Typical equipment repair or replacement time is seven (7) business days, plus shipping times.
One-way shipping is the Client's responsibility. Inova will return ship the equipment by the
same means it was received.
HARDWARE WARRANTY
For the first year following installation, Inova Solutions requires the purchase of an ISA (Inova
Support Agreement). Inova Solutions warrants its hardware products to be free from defects in
material and workmanship for one (1) year. The hardware warranty begins on the date the
system is installed and activated. For equipment that is self -installed by the Client, the
hardware warranty begins on the date the system is shipped from Inova. The Inova Hardware
warranty will extend through the one-year period of the original ISA and, if purchased by the
Client, during subsequent continuous one-year renewal periods of the ISA. Inova will provide
repair parts and services for Inova Hardware that is continuously covered by an ISA for up to
three (3) years. After three (3) years from the original warranty start date, Inova will attempt to
repatr=eptace 1covered items based on parts availability. Inova may elect to offer a credit
OFFICIAL :RECORD
CITY SECRETARY
FT. WORTH, TX
toward purchase of a comparable replacement product if repair parts are no longer available.
For repairs, Inova Hardware must be returned to an authorized Inova Service Center. This
Warranty does not apply if repairs are required due to acts of nature beyond Inova's control
(such as, but not limited to, lightning strikes and power surges), misuse, damage, neglect, or if
repairs/modifications have been made or attempted by anyone other than personnel
authorized by Inova.
This warranty applies only to goods manufactured by Inova Solutions. Most systems supplied
by Inova include hardware components manufactured by others (such as computers, third -
party displays, video monitors, and communications cards). During the first year of the ISA,
Inova warrants all such hardware components under the same terms as the warranty for
Inova-manufactured parts. After the first year, these component parts are covered by the
separate warranty of their manufacturers.
SOFTWARE WARRANTY
Inova warrants that for a period of ninety (90) days from shipment the media will be free of
defects in materials and workmanship and that the Software conforms to its published
specifications. Except for the foregoing, the Software is provided as is. Client's exclusive
remedy and the entire liability of Inova Solutions and Inova resellers under this warranty will be
repair, replacement or refund of the software. In no event does Inova warrant the Software is
error free or that the Client will be able to operate the .Software without problems or
interruptions. For the first year following installation, Inova requires the purchase of an ISA
(Inova Support Agreement). Inova agrees to provide support and maintenance for the
Software during this period in accordance with the terms of the ISA, and will extend this
support and maintenance during subsequent continuous one-year ISA renewal periods if
purchased by the Client.
RENEWAL AND MULTI -YEAR CONTRACTS
The initial one-year Inova Support Agreement is required for all systems and is included in the
purchase price. Inova must be notified in writing 30 days prior to the expiration of the existing
contract if the Inova Support Agreement will not be renewed. Clients will be contacted 90 days
prior to contract expiration with renewal details. Clients who sign on for multi -year Inova Support
Agreement coverage are eligible for attractive discounts. Please contact your sales or service
representative for details.
For more information please contact Inova Solutions Client Services at:
Tel: 888-637-1080 or 434-951-8282
Email: support(�inovasolutions.com
Web: www.inovasupport.com
` �� 0 � `{
Signature: — ! � �( Date:
Rachel Sherman
Support Contract Manager
Inova Solutions, Inc.
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®FFICIAL REC®RD
CITY SECRETARY
FT. WORTH, TX j
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Attachments:
Addendum A: End of Life Notification
IMPORTANT NOTICE:
Inova Solutions constantly strives to improve its products and services. As such, every effort is
made to provide enhancements to and repair defects in our products. Nevertheless, software
and/or hardware product lines do periodically become obsolete due to technological
advancements, fundamental design changes, underlying operating system obsolescence, and a
variety of other technical reasons. When this is the case, Inova Solutions must declare End -of -
Life dates for obsolete LightLink software versions, data source connections, software
applications and hardware. For your planning purposes, we have provided below the End -of -Life
dates for all affected software and hardware series.
In all cases, when End -of -Life dates are declared, upgrade paths for existing products are
offered. Further, Clients with a valid Inova Support Agreement (ISA) are eligible for free minor
software upgrades (e.g., 5.0 to 5.1), discounts for major software upgrades (2.6 to 5.1), and
discounts to replace outdated hardware items.
What Does This Mean for Our Clients?
In all cases, a valid ISA will guarantee ongoing support for even obsolete hardware and software.
We will not, however, be able to provide any patches or modifications for the older software
versions, as listed below, and can not guarantee parts will be available for hardware repairs. If
you decide that an upgrade of software or replacement of hardware is not what your company
desires, be aware that support will be available beyond published dates only on a "best efforts"
approach. In other words, we will do our best to support obsolete products, but can not guarantee
that all service and support issues can be overcome. When Inova is asked to support obsolete
products, you will pay slightly higher ISA rates, but this will guarantee discounts are available to
you on future upgrades.
Core Software End of Life Details:
The following table summarizes the end life policies for various LightLink core software versions.
Li htLink Version
End of Sales Life
End of Service Life
LightLink Version 2.X (2.1-2.6
SP3 and all 2.X
January 2004
December
31,
2006
Direct Control Versions)
LightLink Version 4.X (Contact
Center,
Enterprise
September 2004
December
31,
2006
Edition, Wallboard Edition)
LightLink Version 5.0 (Contact
Center,
Enterprise
November 2005
December
31,
2008
Edition, Wallboard Edition)
LightLink Version 5.1 (Contact
Center,
Enterprise
April 2006
December
31,
2008
Edition, Wallboard Edition)
LightLink Version 5.2 (Contact
Center,
Enterprise
March 2007
December
31,
2008
Edition, Wallboard Edition)
Note: Clients with a current Inova Support Agreement receive free Minor release software
upgrades. Those clients running release 5.0 and higher, and under an ISA for the past 12-month
period, will also receive Major software upgrades at no charge. Those clients not under a current
ISA or running release versions prior to 5.0 will receive a 50% discount on Major release
upgrades. A Minor Release (also known as a "Maintenance Release" or "Service Pack") corrects
problems or provides minor improvements to existing product functionality. Minor Releases are
numbered in decimal increments (e.g., 5.0 or 5.1). A Major Release provides significant value-
added functionality. Major Releases are numbered in whole number increments (e.g., 2.X or 5.X).
Installation charges and/or professional services fees apply to all Minor and Major Release
upgrades, regardless of purchase price. Please contact your Inova Solutions Account Executive
for more information.
Data Source Licenses End of Life Details:
Below is a list of Data Source Licenses that are scheduled for End -of -Life. For clients that
currently have a valid Inova Support Agreement, Inova will provide a "best-efforts" approach and
assist with workarounds for bug fixes or upgrades, but no code changes in core software will be
made and patches will not be available. For clients that currently utilize any of the below data
sources on existing software platforms, you must receive written approval from Inova Sales
Engineering or Client Services when upgrading to current LightLink core software versions to
verify compatibility.
End of Sales Life: October 31, 2005
End of Service Life: December 31, 2005
• Apropos
• Aspect TCS
• Aspect VT-100 Terminal
• Avaya 5E Pinnacle Versions
• Avaya BCMS
• ECD6000
• Executone Custom Plus
• Harris 20-20
• Mitel
• NEC Navigator MIS\Global Navigator
• NewMetrics
• Teknekron
• Teloquent
• Tivoli SNMP
• Siemen/Rolm
• Rockwell Galaxy
• Rolm 9751 Version 9004/9005 or 9006-9006.4a
End of Sales Life: October 31, 2005
End of Service Life: December 31, 2006
• ActiveX Data Capture for the Software Developer's Kit
• Avaya Mosaix Campaign Surfer
• NT C/D Package
• NT Longest Call Waiting: 2216 or 2616 phone set W/MCA
• NT CCMIS, 3.x and lower
• Perimeter VU-ACD
End of Sales Life: October 31, 2006
End of Service Life: December 31, 2007
•
Alcatel
•
E-Share
•
Telamon
•
CalcPak
•
Get Stock Quote
•
RT-1000
•
SNMP Interface
•
Webstream
End of Sales Life: December 31, 2006
End of Service Life: December.., 1, 2007
• Altitude
• Genesys Stat Server Pump
Software Output Channels or Desktop Client Applications End of Life Details:
Below is a list of Software Output Channels or Desktop Client Applications that are scheduled for
End -of -Life. For clients that currently have a valid Inova Support Agreement, Inova will provide a
"best-efforts" approach and assist with workarounds for bug fixes or upgrades, but no code
changes in core software will be made and patches will not be available. For clients that currently
utilize any of the below software applications on existing software platforms, you must receive
written approval from Inova Sales Engineering or Client Services when upgrading to current
LightLink core software versions to verify compatibility.
End of Sales Life: December 31, 2006
End of Service Life: December 31, 2007
• Active X Out
• HTML Publish to Web SBE
• HTML Publish to WebMate
• IntelliView/ XML Publisher
• Pager Out
• Toggle
• WebMate or WebLink
Hardware and of Life Details:
All hardware items listed below will no longer be covered under Warranty with the renewal of
your Inova Support Agreement. Clients with a current Inova Support Agreement will be
provided full warranty repair coverage under the current terms of their existing Inova Support
Agreement.
For clients that currently utilize hardware from the below list, the following terms will apply when
renewing Inova Support Agreements:
• Inova will provide troubleshooting support to determine the cause of any hardware
failures, but will no longer provide repair services under Warranty.
• If parts are available, repairs will be offered and provided.
• Clients who wish to have items repaired will be provided for their approval a quote for
parts and repairs services prior to repairs being completed.
• In addition to repair options, Clients may also replace existing hardware with current
hardware models. Clients may be eligible for discounts on hardware replacements.
(NOVA MANUFACTURED HARDWARE:
Display Models Beginning with DIMR model numbers
End of Sales Life: January 2004
End of Warranty Support: December 31 2006
2006
End of Support Life: December 315t 2006
Display Models Beginning with DICO model numbers
End of Sales Life: January 2004
End of Warranty Support: December 31" 2006
End of Support Life: December 315t 2006
Display Models Beginning with CO model numbers
End of Sales Life: January 1997
End of Warranty Support: December 315t 2006
End of Support Life: December 31 St 2006
Display Models Beginning with CFM model numbers
End of Sales Life: October 31 St 2007
End of Warranty Support: 5 Years from Date of Purchase or Expiration of current Inova
Support Agreement
End of Support Life: December 315t 2008
Clock Models Beginning with CIS model numbers
End of Sales Life: January 2004
End of Warranty Support: December 315t 2006
End of Support Life: December 31 st 2006
Clock Models Beginning with MRFM model numbers
End of Sales Life: January 2006
End of Warranty Support: December 315E 2007
End of Support Life: December 31 st 2007
3`d PARTY HARDWARE:
LCD PC- Sysplas
End of Sales Life: January 2005
End of Warranty Support: December 315E 2005
End of Support Life: December 31" 2006
LCD PC- Nomad
End of Sales Life: August 2007
End of Warranty Support: August 31st 2007
End of Support Life: December 315t 2008
Video Server- Minerva
End of Sales Life: December 315t 2004
End of Warranty Support: December 315t 2005
End of Support Life: December 315t 2005
Video Server- Optibase
End of Sales Life: December 315t 2005
End of Warranty Support: December 31st 2005
End of Support Life: December 31" 2006
IMPORTANT:
Display models beginning with model numbers DIMR, DICO, and CO will not be supported in
(nova LightLink Versions 5.5 and higher.
If you are interested in more information on upgrading your Inova system, please contact the
Sales Team at 800-637-1077. We at Inova Solutions look forward to our continuing relationship
with your company.
Geoff LeBlond
Director of Client Services
Rao Kachibhotla