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Efficiency Inc. Technical Support Agreement
As an Efficiency, Inc. technical support contract customer "City of Auburn", will receive
(1) one-year from "1/25/08 to 1/24/09" (term of agreement) which includes:
• Full parts and labor warranty both hardware & software during normal business
hours within a 4 hour on-site response time. Replacement of parts that are
defective or become worn in the course of normal use will be covered.
• **Labor and parts required as a result of improper use, mishandling or damage
through accident or unauthorized service performed by anyone other than our
service department will be chargeable (see Rates for Chargeable Service Under
Contract below).
• Service will be performed during normal business hours of 8:00 a.m. to 5:00 p.m.
Monday through Friday excluding holidays.
• On-site education after initial installation & training.
• Unlimited calls from 8:00 a.m. to 5:00 p.m. PST to Efficiency Inc. excluding
holidays and weekends.
• Electronic logging of issues and questions to FTR (email & Web) 24 hours per day.
• Unlimited access to the FTR Knowledge Base.
• On-line access and hardcopies of all released Technical Support memos.
• On-line access to product documentation.
• Software fixes via electronic download.
• Free downloads of service packs and minor version upgrades.
• Full version upgrades at a reduced cost (during promotion period).
• Automatic renewal invoice is sent 30+ days prior to expiration of the term of the
agreement. Payment must be received prior to expiration of the term of
agreement to avoid cancellation of contract. Lapsed service agreements require on
site inspection at customers expense before contract can be re-instated.
**Rates for Chargeable Service Under Contract
Contract Hardware/Software On-Site Service Rate:
$125.00 per hour on-site, plus $100.00 per hour travel and parts.
Contract Hardware/Software Shop Rate:
Minimum shop charge is $125.00 per hour, plus parts and shipping. Shop charge
applies to carry-in and mail-in.
Non-Contract Telephone Support Rate:
$125.00 per hour billed in 15 minute increments at $31.25.
Please Note
• All customer account balances must be current before local service/support will be
provided.
• Pricing is subject to change without prior notice for chargeable services and
renewals are subject to 2% annual increase.
• Customers not covered by a Support Agreement will be charged the
standard rate of $185.00 per hour on-site, plus $100.00 per hour travel,
p its and applicable expenses, during normal business hours.
y Cu tourer Signature & ate Efficiency, Inc. & Date
After signing please fax back to Karri DeJong at 206-768-2806...Thank You.