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<br />e <br /> <br />e <br /> <br />Appendix E. Service and Maintenance <br /> <br />IBM has designed a custom maintenance and support plan to meet the needs of the La Porte <br />Independent School District fiber optic network installed by IBM. The support plan is designed <br />to provide on-site support response within two hours of notification 24 hours per day 7 days per <br />week. <br /> <br />During the initial construction and implementation phase, the IBM on-site project manager will <br />provide support and customer feedback. The project manager will also detennine and activate <br />the various levels of support escalation during this initial phase. <br /> <br />Preventative and demand maintenance shall be provided at no additional cost for a period of four <br />(4) years/forty-eight months from System Acceptance. <br /> <br />Preventative and demand maintenance shall explicitly not include (UExcluded Maintenance") any' <br />service calls whose cause is not attributable to the fiber cabling installed under this Statement of <br />Work, such as those attributable to any actions or equipment provided by the District or its <br />employees, affiliates, agents, subcontractors or vendors. Any Excluded Maintenance perfonned <br />by IBM/Phonoscope shall be billed at the houri}' rate of three hundred fifty dollars ($350.00) on <br />an hourly basis with a four (4) hour minimums, inclusive of all labor, equipment, and material <br />costs. These charges will be billed directly to the District by Phonoscope. <br /> <br />Support for the facilities will be provided from the Phonoscope facility located at 6105 Westline, <br />Houston, Texas, 77036. First level and second level support will be provided from this facility. <br />Third level support will be provided as needed from the manufacturers. <br /> <br />IBM Global Services &. La Pone ISD <br /> <br />peA 0 I September 30. 1998 <br /> <br />Page 3:! of 32 <br />