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Tegile Systems Inc. A2017-127C4 off Chho. /-it June 13, 2019 Tegile Systems Attn: Michael Morgan 7999 Gateway Boulevard Newark, CA 94560 RE: Extension of Termination Date for AgreementA2017-127 Maintenance and Support for City's Storage Array Dear Mr. Morgan: 14000 City Center Drive Chino Hills, CA 91709 (909) 364-2600 WWW. '• / // On March 23, 2013, the City Manager of the City of Chino Hills authorized execution of Agreement No. A2017-127 with Tegile Systems for Maintenance and Support for City's Storage Array. This letter serves as notification that the termination date has been extended until June 30, 2020. All other provisions of the agreement remain in effect. Should you have any questions regarding this notification, please contact Megan Dearing at (909) 364-2633. Sincerely, Benjamin Montgomery City Manager BM:wg cc: City Clerk's Office Finance Department IT Department C! Cailted.' Art Bennett • Brian Johsz • Ray Marquez • Cynthia Moran • Peter J. Rogers C oi Chh, /14 February 28, 2018 Tegile Systems Attn: Michael Morgan 7999 Gateway Boulevard Newark, CA 94560 RE: Extension of Termination Date for Agreement A2017-127 Maintenance and Support - City's Storage Array Dear Mr. Morgan: 14000 City Center Drive Chino Hills, CA 91709 (909) 364-2600 www .ems%° . g/j On March 23, 2017, I, Rad Bartlam, the City Manager of the City of Chino Hills authorized execution of Agreement No. A2017-127, with Tegile Systems for Maintenance and Support of the City's Storage Array (Repository for all Server Data). This letter serves as notification that the termination date has been extended until March 23, 2019. All other provisions of the agreement remain in effect. Should you have any questions regarding this notification, please contact Michelle Smith at (909) 364-2633. Sincerely, Konradt Bartlam City Manager KB:cb cc: City Clerk's Office Finance Department City Manager's Department cCc' Art Bennett ■ Brian Johsz • Ray Marquez • Cynthia Moran • Peter J. Rogers A2017-127 ::tegile InteWCareTM Proactive Support Phone Numbers North America 1-855-483-4453 (toll free) Europe UK: 0-808-234-2044 (toll free) Belgium: 0-800-261-8g Germany: 0-800-184-4300 Netherlands: 0-800-022-7749 Switzerland: 0-800-554-337 Asia-Pacific 1-800-937-949 (toll-free in Australia) Email Tegile Support Community Login support®tegile.com http://support.tegile.com Overview End users are entitled to Proactive Support when they order and pay for Support as provided in the sales order. Standard, Premier and Lifetime Storage support packages are available from Tegile IntelliCare'". Proactive support does not include hard- ware or software installation, training and consulting services. Limited Warranty Every Tegile array and expansion shelf comes with a go -day limited warranty. The warranty includes: • 24x7 support via phone and email Next -business -day hardware replacement for defective parts • Software updates Software Updates Software Updates are performed with a web -based UI and don't require outages or downtime. Tegile also provides a pre -upgrade health check to all customers via our knowledge repository, so you can ensure seamless upgrades to the array, host, network, and infrastructure. In addition, Tegile offers upgrade assistance if you need the expertise of a Tegile engineer for your upgrade. Support Response and Escalation Times Access support via phone, email, or web. Additionally, all arrays have call -home functionality, making it easy for users to address proactive and "action required" alerts. Urgency Response Escalation Escalation Time to L2 to L3 P1 P2 P3 <15 Mins. <60 Mins. <4 Bus, Hrs. 30 Mins. 2 Hrs. 16 Hrs. 60 Mins. 4 Hrs. 32 Hrs. P4 <8 Bus. Hrs. As necessary As necessary Replacement Parts and Spares Kit Tegile systems contain redundant hardware components to ensure a complete fault-tolerant solution. The delivery of Field Replaceable Units (FRUs) to replace failed components are based on the level of support that end users purchase. Standard Support provides replacement parts the next business day (if request is received before 3 pm). Premier and Lifetime Storage Support includes a kit of replacement parts (controller, storage media, power supply, connectivity cards etc.) that are stored on-site with the customer for immediate use. Education and Training Tune into our regular Tech Talk webinars for interactive training and enjoy access to resource documents, best practices guide, and reference architectures. . Copyright . 2016 Tegile Systems Inc. All Rights Reserved 7990 Gateway Blvd Suite 120. Newark. CA 94560 USA 1855 583.4453 1 www tegile com Support Offerings Customer Care Standard Premier Lifetime Storage 24 x 7 telephone and email assistance Access to IntelliCare cloud -based monitoring and analytics' IntelliShell Remote Access Proactive event notifications and case generation Hardware Replacement Refresh to the latest hardware2 Not Available Not Available ✓ Availability of replacement parts Next Da�iness Onsite Spares Kit Onsite Spares Kit Guided component replacement ✓ ✓ ✓ 4 -hour onsite "Smart Hands" parts replacement Not Available ✓ Software Updates Access to all software updates (major, minor, and maintenance releases) Online Customer Community Access to user and installation guides, knowledgebase, communities, and other ✓ ✓ ✓ relevant documentation Communications and Training Access to Tegile customer community via ✓ ✓ ✓ Customer Connect! 1 Monthly "Tech Talk" customer webinars ✓ ✓ ✓ Technical bulletins and service advisories ✓ ✓ ✓ Advanced Services Access to dedicated Technical Account Not Available ✓ ✓ Manager Quarterly system health checks Fee-based ✓ ✓ Service Quarterly account activity reviews Fee-based ✓ ✓ Service Quarterly account performance analysis Fee-based ✓ ✓ Service Quarterly environmental reviews Fee-based ✓ ✓ Service 1.) Proactive alerts, data collection, trends with IntelliCare, an opt -in customer care program offering cloud - based analytics to help you simplify storage administration and maximize the uptime of all your Tegile arrays. 2.) Refer to the Lifetime Storage Program. Copyright 2016 Tegile Systems Inc Atl Rights Reserved. 7999 Gateway BLvd Suite 120 Newark CA 94560 USA 1 855 583 4453 1 www tegdecom Exhibit A Scope of Work Vendor will provide the following services: 1. Customer Care a. 24x7 telephone and email assistance b. Access to cloud -based monitoring and analytics c. Remote access (if the City wishes to initiate) d. Proactive event notifications and case generation 2. Hardware Replacement a. Availability of Onsite Spares Kit b. Component replacement assistance 3. Software Updates a. Access to all software updates 4. Online Customer Community a. Access to user and installation guides, knowledgebase, communities and other documentation 5. Communications and Training a. Access to Tegile customer community b. Monthly customer webinars c. Technical bulletins and service advisories 6. Advanced Options a. Access to dedicated Technical Account Manager b. Quarterly system health checks c. Quarterly account activity reviews d. Quarterly account performance analysis e. Quarterly environmental reviews