Form Overview
The Hardware Maintenance Agreement favoring the vendor provides a comprehensive maintenance service arrangement for supporting a large computer system. These services include correction of hardware defects, preventive maintenance, availability of spare parts, as well as related software updates. Defect correction services are structured for escalating response times, depending upon the phase of correction. Defects are reported by the customer, which triggers initiation of services by telephone support. Failure to achieve resolution by telephone support leads to on-site support. "Work-around" processes are the final step for defects which cannot be resolved through on-site support. Pricing under the arrangement involves separate fee structures for maintenance, upgrades (hardware), updates (software) and general services. Warranties are best efforts and limited. The maintenance fee is a fixed annual sum determined by vendor. The first year maintenance fee is specified in an attached exhibit (included) as the "initial fee." You can find answers to your questions using our extensive library of
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