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Home My WebLink AboutContract 33027 r W X Inova Corporation City of Ft Worth/Cyberdyne C'ONTRACRT NO N . ' 23029 Attn:Sherry Johnson-Water IT City of Fort Worth Water Dept 1000 Throckmorton Forth Worth,TX 76102 Re:Inova Support Agreement-Customer#CIT1376 Dear Sherry Johnson-Water IT, Your Inova Support Agreement will expire on September 30,2006. To avoid a gap in service and support of your Inova system,and to ensure continued warranty coverage of your Inova equipment, please return this signed contract to Inova and provide payment per the attached invoice. Inova SupportAxreement- GOLD Terms and Conditions In addition to the world-class service and support you've come to expect from Inova,the new Inova Support Agreement(ISA) now includes extended warranty coverage ofyour Inova equipment for as long as you maintain an active ISA...all at no additional cost See the details of the GOLD Inova Support Agreement,enclosed The GOLD Inova Support Agreement provides support of your Inova LightLink®system,and provides the following services* for the term of the contract. The initial contract period is for one(1)year,beginning October 01,2005. Optional renewals for subsequent terms will be presented via email and written notification 60 days prior to current expiration date. ** Read the enclosed GOLD Support Agreement descriptions for details. Highlights include: • Your Inova hardware and software is protected against all defects. • You have phone,web and email access to Inova's experienced staff of technicians and consultants. • Dial-in technical support,where we connect directly to your system via secure connection, is available 24/7. • Your staff will receive free on-line training to keep their skills current. • You are eligible for free or discounted software upgrades,delivered electronically by our technicians upon request. • You are invited to participate in regional users group meetings,to stay in touch with other LightLink system users, hone your system management skills,and help shape the direction of emerging technology from Inova Corporation. Multi-Year Discounts Take advantage of substantial savings by renewing your Inova Support Agreement for two or more years: • Renew your ISA for two years and save 10%off the total 2-year price. • Renew for three or more years and save 12%. Additional services and customized support,tailored to your specific needs,are available under the PLATINUM Inova Support Agreement. Call Inova's Service&Support Coordinator for pricing information at 434.817.8000 x147. • This Inova Support Agreement provides the ideal level of assistance for most users,but does not cover repair and consultation at your site. Hardware break-downs and some complex software problems,such as re-configuration of your system for a new ACD or ACD management software version or installation of software upgrades,are sometimes too complex to resolve by telephone. Therefore,even with the GOLD ISA,there may be occasions when you will need an Inova technician to come to your site. In these cases,call your Inova Support team for it quote for On-Site Service. •• Support will not e p vid to cu omers without a cu A. If the ISA coverage is allowed to lapse,and later you decide to resume ISA coverage,you will be back-charged for lapse od,or will incur charges on to ecertification training and upgrade to the latest software version. Signature: ,� Date: M rc A. Ott Name and Title: Assistant City Mangy 110 Avon Street,Charlottesville,VA 22902 Tel-434.817.8000 Fax-434.817.8002 Page 1 of 2 r : Aw ;�: .Inova Solutions GOLD INOVA SUPPORT AGREEMENT (GOLD ISA), The Inova Support Agreement (ISA) is your guarantee of seamless support and maintenance for your Inova 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. • Your Inova hardware and software is protected against all defects. • You have phone, web, and email access to Inova's experienced staff of technicians and consultants. • Dial-in technical support, where we connect directly to your system via secure connection, pc anywhere or VPN. • Emergency technical support is available after hours and/or scheduled after hours support. • Available to your staff is our free online training to keep your skills current. • You are eligible for free or discounted software upgrades, delivered electronically by our technicians upon request. • You are invited to participate in regional Users Group meetings, to stay in touch with other users, hone your system management skills, and help shape the direction of emerging technology from Inova Solutions. PRODUCT WARRANTY Inova warrants its products to be free from defects in material and workmanship during the one-year period of the original Inova Support Agreement and during subsequent continuous one-year renewal periods of the ISA. The Warranty begins on the date the system is installed and activated, and continues as long as the ISA is continuously active. (For equipment that is self-installed by the customer, the Warranty begins on the date the system is shipped from Inova.) Inova's liability under this Warranty is limited to repairing or replacing, at Inova's option, the defective equipment and providing upgrade version changes for software. In cases of repair, the product must be returned to an authorized Inova Service Center. For some software version changes, a remote connection to the Inova PC must be made available or on- site service charges may apply (as required). 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. After five years from the date of installation, Inova will attempt to repair or replace products that fail if parts are available. However due to advances in technology and possible obsolescence of some parts, this may not be possible in all cases. In these situations, Inova may offer a credit toward purchase of a comparable replacement product. This continuous Warranty applies only to goods manufactured by Inova. Most systems supplied by Inova include hardware components manufactured by others (such as computers, third- party displays, video monitors, communications cards). During the first year of the Inova Support Agreement, Inova warrants all such hardware components under the same terms as *Support will not be provided to customers without a current ISA. If the ISA lapses,and later it is decided to resume ISA coverage, the customer will be back-charged for ISA for the lapsed period, or will Incur charges for recertification training and upgrade to the most recent software version. Gold Inova Support Agreement Addendum Page 1 of 3 Inova Solutions ■ Inova Solutions the warranty for Inova-manufactured parts. After the first year, these component parts are covered by the separate warranty of their manufacturers. IN NO EVENT WILL INOVA SOLUTIONS BE LIABLE FOR ANY INDIRECT, SPECIAL, INCIDENTAL, OR CONSEQUENTIAL DAMAGES FROM THE SALE OR USE OF THIS PRODUCT. THIS DISCLAIMER APPLIES BOTH DURING AND AFTER THE TERM OF THE WARRANTY. INOVA SOLUTIONS DISCLAIMS LIABILITY FOR ANY IMPLIED WARRANTIES, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A SPECIFIC PURPOSE. REPAIR AND RETURN To obtain service under this Warranty, contact Inova 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 customer'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 Customer's responsibility. Inova will return ship the equipment by the same means it was received. 24/7 TECHNICAL SUPPORT AND CONSULTATION Inova provides round-the-clock dial-in diagnosis and technical support for your LightLink system, in conformance with customer protocols for network security. For Routine Assistance: Inova's Help Desk is staffed during normal business hours (8-5pm Eastern Time) for routine, non-emergency and emergency assistance. Experienced technicians are available who know your system and will 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 and prepare custom LightLink reports. Our technicians will also be able to dial into your system proactively to assess system health and to offer ideas for optimizing 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 product is inoperative, preventing use of the system that severely impacts the end-user customer's operations.) Non-mission-critical service (such as planned after-hours support to assist with system upgrades and 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 customers 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. REFRESHER TRAINING With your current Inova Support Agreement, Inova will provide unlimited Basic and Intermediate level training to your staff via scheduled web conference. These training sessions last approximately 1 hour and cover many of the basic operator functions covered during initial system installation and training, including: message preparation, editing, and scheduling. Other training, Gold Inova Support Agreement Addendum Page 2 of 3 Inova Solutions i -inova Solutions either One on One online or On site, is available to meet your special requirements. To schedule your free Basic or Intermediate training session, or to learn more about in-depth technical training and certification, contact our Customer Service Coordinator toll-free at 888.637.1080. SOFTWARE UPGRADES Customers with a current Inova Support Agreement receive free minor (maintenance release) software upgrades, and a 50% discount off major (product feature version) upgrades. A Maintenance Release is one that corrects problem areas or provides minor improvement to existing product functionality. Maintenance releases are designated as Releases, and are numbered in decimal increments (e.g. 2.5, 2.6). A Feature Version provides significant added- valued functionality to the end-user customer. Feature Versions are designated as Version, and are numbered in whole number increments (e.g. 2.X, 3.X). USERS GROUP Your active Inova Support Agreement assures your membership in the Inova Users Group. You will receive email notifications about special events, product announcements, and tips for effective utilization of your system. You will be invited to participate in regional Inova Users Groups, a convenient way for users to sharpen their skills and understanding of their LightLink products. Held several times per year in various locations around the country, Regional Users Groups include group discussions, product development seminars, and hands-on training, as well as social activities with opportunities to meet and share ideas with other LightLink users. Attendees can receive training to qualify as a LightLink System Administrator, which covers everything from installation and configuration to system support, monitoring and maintenance. The cost of User's Group programs and training is not included in the Inova Support Agreement. 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 is not going to be renewed. Customers 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. contact your service representative at 888-637-1080 1AIJ-Y/0s Casey L.Hughes ame M C A. 6tt Support Contract Manager Title Assistant city MBna9 Inova Solutions Company 61-TI ro 4 a� r`T-I�Qr'T7j APROdED ASTO FORM AND LEGALITY: Attested By. t� Assistant C ty Attorney Gold Inova Support Agreement Addendum Page 3 of 3va Solut ns ice ® Inova Corporation Invo ceoNumber: ISA 01595 Bill to: Remit to: Inova Corporation City of Ft Worth/Cyberdyne c/o Bank of America Attn:Sherry Johnson-Water IT 12645 Collection Center Drive City of Fort Worth Water Dept Chicago,I160693 1000 Throckmorton Forth Worth,TX 76102 Due Date: 1-Oct-2005 Customer ID: CIT1376 Terms:Net 30 PO Number: Item Number Description Qty Extended Price SR15 Gold Inova Support Agreement Renewal 1 $ 12,463.80 41-A1 Total : $12,463.80 Customer Service is very important to Inova Corporation. In order to serve you better, and to ensure uninterrupted service and support, we ask that you pay the Inova Support Agreement promptly. Payment By Credit Card - Charge to: Account Number: Expiration Date: Name on Card: Signature: Please fill in total: Payment Terms: The finance charge is determined by applying a monthly periodic rate of 2%,which is an annual percentage rate of 24% on all amounts past the invoice due date. No discounts allowed for Inova Support Agreements. 110 Avon Street,Charlottesville,VA 22902 Tel-434.817.8000 Fax-434.817.8002 Page 2 of 2