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HomeMy WebLinkAboutContract 37416-R1c�rY SECRETARY CONTRACT No. k14A.k 01 :,•: Inova Solutions Inova Support Agreement Renewal 2009 Quote for (CIT1376) July 27I 2009 City of Fort Worth CIT1376 2009 Gold Quote - $5,990.36 The Gold Inova Support Agreement Renewal for the upcoming year will cover the Inova LightLink System for 12 months dated October 1, 2009 through September 30, 2010. Terms of coverage for the Gold Inova Support Agreement are attached. Inova is the sole source vendor for this support agreement as noted in the attached letter. Following is a listing of all Inova software covered under this quote: Qty 1: LightLink core software Qty 5: Supervisor licenses Qty 52: Desktop Presenter licenses Qty 1: Intelliview Server License Qty 24: Intelliview client licenses to screens Qty 1: email/pager output system wide license Qty 1: Integration license for Nortel MAX Qty 1: Integration license for an ODBC database If you have any questions or need additional details please let me know. Thank you! Linda Schmelter ISA Contract Coordinator 434-951-8129 434-817-8002 (fax) Email: IschmelterCo)inovasolutions.com OFFIC{AL RECORD CITY SECRETARY FT. WORTH, TIC The (nova your Inova maintain a, Support. Support Agreement (RSA) is your guarantee of support and maintenance for Solutions products. You'll enjoy the following coverage for as long as you active Inova Support Agreement'. This ISA covers one year of Technical TECHNICAL SUPPORT AND CONSULTATION Inova Solutions provides 24x7 remote access diagnosis and technical support for your Inova Solutions system, in conformance with your protocols for network security. Inova Solutions utilizes WebEx for remote access. WebEx encrypts all session content with 128 Bit Secure Socket Layer (SSL) technology to deliver a high level of protection required for enterprise data communications. Network security includes document encryption, Secure -Socket Layer (SSL), intrusion control, and non -persistent data. Admission to sessions without meeting manager authentication is prohibited. ***If remote access is not permitted, Inova Solutions will assist via telephone support as best as possible, but cannot guarantee the issue will be resolved without remote access. Client must have access to Inova server for Inova Solutions to provide telephone support. Inova Solutions reserves the right to limit telephone support to 3 hours per incident when remote access is not permitted. Special Dial-in/Remote Access Connections- If a Client has a corporate standardized or another form of remote desktop software, this software (and licenses) must be provided to Inova Solutions. Additionally, a means to transfer files from Inova Solutions to the core server is required. Inova Solutions will attempt to accommodate special dial-in/remote access to meet a Client's connectivity and/or security requirements. Additional installation charges may apply, depending on the type of access and the speed of connectivity. In order to comply with security access control, Inova Solutions will only support special requirements during Inova Solutions' standard business hours. (8:OOAM to 5:OOPM EST Monday -Friday). Special remote access connections include but are not limited to: • Any type of access for which Inova Solutions must have specific information prior to remote access -- e.g., Secure ID token (if a secure token is sent to Inova Solutions, support will only be available during business hours). • Remote Access Services (RAS) -- Client must supply the Modem Number of the RAS Server AND a valid User Name/Password for authentication. As well, Client must notify Inova Solutions of any additional RAS connection settings (e.g., Secure ID access, Running Scripts, etc.). • Any type of connectivity utilizing something other than WebEx for remote control. Note: If the Client requires that the remote access method be via dial -in modem, the Client should be aware that some type of desktop access will be required. Inova Solutions Remote Access Responsibilities Inova Solutions actions that will ensure safe and successful remote access include but are not limited to, the following: 1 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. • No active remote session will be left unattended; prior to stepping away from their desks, all Inova Solutions technicians are required to lock and/or log off of the desktop. • Account information will be shared only with authorized Inova Solutions personnel with a "need to know." • Unless being actively utilized for the benefit of the Client, any Secure ID Token (or other type access code generators) will be stored in a code accessed safe in the Inova Solutions Technical Manager's office; access is limited to only Inova Solutions technicians. • Any information obtained by Inova Solutions during support of a Client will be held as confidential. • All Inova Solutions PCs utilized in a technical support capacity run Anti -Virus software and are kept up to date with the most current Anti -Virus signatures/files. Client Remote Access Responsibilities Client actions that will help ensure successful remote access include but are not limited to: • Assuring any Anti -Virus protection is kept current on the server machine. • Limiting/restricting any rights the Client feels are necessary while still providing Inova Solutions with adequate access to fulfill its support obligations. • Providing a domain account with local administrative rights or a local administrative user account for Inova Solutions support activities. 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 offer suggestions regarding 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 remotely access 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, major fault problems and restore your system to operation as quickly as possible. (Note: "major fault" 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 -major fault 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. Targeted Response Times: (After Hours) Major Fault = 30 minutes. Normal business hours are defined as Monday through Friday, 8:00 AM to 5:00 PM EST. Targeted Response Times: (Normal Business Hours) Major Fault = 1 hour, Minor Fault = 3 hours Normal business hours are defined as Monday through Friday, 8:00 AM to 5:00 PM EST. "Major Fault" means one or more of the following: • Unscheduled System failure (whereby any critical functionality of the LightLink System is unavailable and there is repeated failure to reboot for any reason) • LightLink core components (Object Bus, Input Managers, Output Managers, etc.) are unresponsive • 5% or more of the LightLink messages supported by the system do not play on their assigned output devices • 5% of the LightLink data fields are not updating with real-time data • 5% or more of the LightLink output devices are out of service • The LightLink Administrator workstations are out of service "Minor Fault" means any failure of a product that is not included in the definition of a Major Fault. Exclusions: • Support on any products not pre -registered with Inova Solutions for support • Support on re -installation or upgrade of any products not currently registered for support • Design assurance • Additional software licenses • Training related inquiries- e.g. assistance with message and view creation SERVICE REQUEST SEVERITY LEVELS To ensure that all service requests are reported in a standard format, Inova Solutions has established service request severity definitions. Severity 1 (Major Fault 1)—Your LightLink system is "down" or there is a critical impact to your business operations. You and Inova Solutions will commit all necessary resources around the clock to resolve the situation. Severity 2 (Major Fault 2)—Operation of an existing LightLink system is severely degraded, or significant aspects of your business operation are negatively affected by inadequate performance of Inova Solutions products. You and Inova Solutions will commit full-time resources during normal business hours to resolve the situation. Severity 3 (Minor Fault 3)—Operational performance of your LightLink system is impaired while most business operations remain functional. You and Inova Solutions are willing to commit resources during normal business hours to restore service to satisfactory levels. Severity 4 (Minor Fault 4)—You require information or assistance with Inova Solutions product capabilities, installation, or configuration. There is little or no effect on your business operations. Inova does its best to provide root cause analysis for all bugs but can only commit to full root cause analysis for all Severity 1 and Severity 2 bugs. 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 servers). Supplying and maintaining anti -virus protection rests entirely with the Client. System Recommendations: The minimum recommendations Inova Solutions provides are set according to load testing analysis and established to support a minimal 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. Inova recommends a monthly reboot of the LightLink server(s) Operating System. Configuration of LightLink Messages, DataLink Views, (nova Broadcaster (IB) Views, and (nova 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 (http:Hsu pport. inovasolutions.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, 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. For Clients without remote access Inova Technical support will not escalate case to a Tier 2 Level if the issue is not reproducible in an Inova lab environment. Normal Rosiness Hours (8am-Snm ESTI Severity 1 and 2 service requests Inova Solutions Resource Responsibility Escalation Route If Client places call and Upon receiving call/email from Client, Inova Analyst does not receive creates a case that is assigned Inova Analyst Inova Analyst/Client entered in the appropriate the option is available to Help Desk Case Entry Advocate queue in CRM system. press '0' to reach an Client receives Operator and ask to confirmation email with speak with a Non - case number and Technical Operator.. description, If case is not retrieved by Analyst within 1 hour of entry, Help Desk Manager is notified; Accepts Help Desk case Manager assigns an and contacts Client and/or Analyst based on priority. Diagnostic/Resolution Tier 1 Help Desk Analyst remotely accesses Client network for analysis and If, after case is retrieved troubleshooting. by Analyst and all appropriate information is provided, issue is not resolved within 1 business day, case is Higher -level Diagnostic/Resolution/ Engineering Assignment Tier 2 Help Desk Analyst / Engineering Liaison Tier 2 Analyst reviews issue with assigned Tier 1 Analyst; provides guidance on issue identification and resolution; notifies Client via email within 1 day of tial escalation; notifies Client via email if escalation to [nova Solutions Engineering is required. escalated to Tier 2 Technical support. If problem is not resolved within 1 business day of Tier 2 escalation, involves Inova Engineering Liaison. If Engineering Liaison is unable 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) Severity 1 and 2 service requests % r� Inova Solutions ResourceWr Responsibility Escalation Route If call is not returned Receives page from within 1 hour, leave Help Desk Case Entry On -call Tier 1 Help Desk system voice mail second message, which Analyst notification will send page via a different route if delivery has not been successful. Receives voice mail and contacts Client and/or If, after case is retrieved remotely acceses Client by Analyst and all network for initial analysis appropriate information is Diagnostic/Resolution Tier 1 Help Desk Analyst and troubleshooting; creates case in CRM provided, issue is not resolved within 1 system. 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 business day of Tier 2 Analyst reviews Tier 2 escalation, issue with assigned Tier 1 involves Inova Analyst; provides guidance Engineering Liaison. on issue identification and Higher -level Tier 2 Help Desk Analyst / resolution; notifies Client If Engineering Liaison is Diagnostic/Resolution/ Engineering Liaison via email within 1 day of unable resolve the Engineering Assignment 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 a self -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 area of the Inova Support website (http://support.inovasolutions.com). 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 (http://support.inovasolutions.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/LCD 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 repair or replace covered items based on parts availability. Inova may elect to offer a credit 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 Is 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 (nova 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 ]nova 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: supporU inovasolutions.com (Veb: httiD://supi)ort,inovas,61utions.com Inova Sol �� Signature: Name: ' Title: Date: City of Fort Worth / Signature: Date:_ y/oIp.9 Name: /LrA���a Costa Title: /issf ��� Attachments: Addendum A: Inova Solutions Product Support Policy ASS! P,NT �lTY ATTORNEY ` Attested by: 1^ Y \ MartyditY AFFICIAL RECORD CITY SECRET�►Rlf FT, VVORTNI TX 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 Support dates for obsolete LightLinkTM software versions, data source connections, software applications and hardware. For your planning purposes, we have provided below the End of Support dates for all affected software and hardware series. In all cases, when End of Support 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. Please refer to the Software Upgrades and Hardware Warranty section of the Inova Support Agreement document for additional details. 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. Dore Software End so " Details: The following table summarizes the End of Support policies for various LightLink core software versions. Li htLink Version End of Sales End of Su ort LightLink Version 2.X 2.1-2.6 SP3 and all 2.X Direct Control Versions January 2004 December 31, 2006 LightLink Version 4.X (Contact Center, Enterprise Edition, Wallboard Edition September 2004 December 31, 2006 LightLink Version 5.0 (Contact Center, Enterprise Edition, Wallboard Edition November 2005 December 31, 2008 LightLink Version 5.1 (Contact Center, Enterprise Edition, Wallboard Edition April 2006 December 31, 2008 LightLink Version 5.2 (Contact Center, Enterprise Edition, Wallboard Edition March 2007 December 31, 2008 LightLink Version 5.5 February 2008 LightLink Version 5.6 November 2008 Data Source Licenses End of Support Details Below is a list of Inova developed Data Source Licenses that are scheduled for End of Support. For clients that currently have a valid ISA, 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 Inova developed data sources on existing software platforms, you must receive written approval from Inova Sales Engineering and/or Inova Client Services when upgrading to current LightLink core software versions to verify compatibility. Data Source End of Sales End of bUPPOR Alcatel October 31, 2006 December 31, 2007 Altitude October 31, 2006 December 31, 2006 Apropos October 31, 2005 December 31, 2005 Aspect TCS October 31, 2005 December 31, 2005 Aspect VT-100 Terminal October 31, 2005 December 31, 2005 Ava a 5E Pinnacle Versions October 31, 2005 December 31, 2005 Ava a BCMS October 31, 2005 December 31, 2005 Ava a Mosaix Campaign Surfer October 31, 2005 December 31, 2006 CalcPak October 31, 2006 December 31, 2007 ECD6000 October 31, 2005 December 31, 2005 E-Share October 31, 2006 December 31, 2006 Executone Custom Plus October 31, 2005 December 31, 2005 Genes s Stat Server Pump October 31, 2006 December 31, 2007 Get Stock Quote October 31, 2006 December 31, 2007 Harris 20-20 October 31, 2005 December 31, 2005 Mitel October 31, 2005 December 31, 2005 NEC Navigator MIS\Global Navigator October 31, 2005 December 31, 2005 NewMetrics October 31, 2005 December 31, 2005 NT C/D Package October 31, 2005 December 31, 2006 NT Max October 31, 2005 December 31, 2006 NT Longest Call Waiting: 2216 or 2616 phone set W/MCA October 31, 2005 December 31, 2006 NT CCMIS, 3.x and lower October 31, 2005 December 31, 2006 Perimeter VLI-ACD October 31, 2005 December 31, 2006 Rolm 9751 Version 9004/9005 or 9006-9006.4a October 31, 2005 December 31, 2005 Rockwell Galaxy October 31, 2005 December 31, 2005 RT-1000 October 31, 2006 December 31, 2007 Teknekron October 31, 2005 December 31, 2005 Telamon October 31, 2006 December 31, 2007 Telo uent October 31, 2005 December 31, 2005 Tivoli SNMP October 31, 2005 December 31, 2005:] Webstream October 31, 2006 December 31, 2007 Software Output Channels or Desktop Client Applications End of Support Details Below is a list of Inova developed Software Output Channels or Desktop Client Applications that are scheduled for End of Support. 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 and/or Inova Client Services when upgrading to current LightLink core software versions to verify compatibility. Output Channel End of Sales End of Support Active X Out December 31, 2006 December 31, 2006 HTML Publish to Web SBE December 31, 2006 December 31, 2006 HTML Publish to WebMate December 31, 2006 December 31, 2006 IntelliView/ XML Publisher December 31, 2006 December 31, 2006 Pager Out December 31, 2006 December 31, 2006 toggle December 31, 2006 December 31, 2006 WebMate or WebLink December 31, 2006 December 31, 2006 Hardware End of Support Details: All hardware items listed below will no longer be covered under Warranty with the renewal of your Inova Support Agreement. For clients that currently utilize hardware from the below list, the following terms will apply when renewing ISAs: • 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. Additionally, certain hardware models may not be compatible with current LightLink versions. Display models beginning with model numbers DIMR, DICO, and CO are not supported in Inova LightLink Versions 5.5 and higher. Prior to upgrading LightLink software a review of hardware is required to confirm compatibility with LightLink versions. Hardware may need to be upgrade or replaced to work with current LightLink software versions. Inova Manufactured Hardware: Model Numbers End of Sales End of Warrant /Su ort Display models beginning with DIMR model numbers January 1997 December 31, 2006 Display models beginning with DICO model numbers January 1997 December 31, 2006 Display models beginning with CO model numbers January 1997 December 31, 2006 Display models beginning with CFM model numbers October 2007 December 31, 2006 Clock models beginning with CIS model numbers January 2004 December 31, 2006 Clock models beginning with MRFM model numbers January 2006 December 31, 2007 Third Party Hardware Product End of Sales End of Warrant /Su ort LCD PC- S s las Januar 2005 December 31, 2006 LCD PC- Nomad August 2007 December 31, 2007 Video Server- Minerva December 2004 December 31, 2005 Video Server- O tibase December 2005 December 31, 2005 Contact Information 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. Pete Sisti Director of Client Services Inova Solutions psisti(j�inovasolutions.com