SpectraLogic Hardware Maintenance

SpectraLogic Hardware Maintenance Renewal 2019-2020 Raven Rock Mountain Complex, PA. 114th Signal Battalion's RRMC-IT is renewing the services and supports on their Spectralogic Tape backup systems. It is critical that we renew the warranties and maintenance contracts in order to provide continued support to Raven Rock Mountain Complex and its tenants. This support is for production equipment. The maintenance contracts provide vendor assistance for hardware malfunctions and technical support. The requirement is for the purchase of a Hardware Maintenance Agreement for 114th Signal Battalion at Raven Rock Mountain Complex in support of the current COOP mission. Require technical support access to drivers, firmware updates, knowledge base, and technical support availability 24 hour a day, 7 days a week. If hardware is determined to be failed through troubleshooting we require parts be sent out by the next business day. If hard drives or other storage media within the SAN are failed they will be replaced without the customer being required to return the failed part. This requirement is for the base year of maintenance for the TWO lines of equipment, identified by serial numbered line items. The hardware capability/requirements are listed on lines items 1-4 below: LINE ITEM # PART NUMBER MFGR ITEM DESCRIPTION QTY 1 90940513R/90940517R ASM Gold w/SpectraGuard Next Business Day On Site Support T950, 4 LTO-5, 1 RIM, 250 Slots s/n 1206401 1 2 S950-RL-2-PH-R 24HR Phone Support T950, 4 LTO-5, 1 RIM, 250 Slots s/n 1206401 1 3 90950500R SpectraGuard Next Business Day On Site Support T120, 2 LTO-5, 40 Slots s/n 1109506 1 4 S120-RL-2-PH-R 24HR Phone Support T120, 2 LTO-5, 40 Slots s/n 1109506 1 Service agreement shall provide: - One year's warranty with Next Business Day (NBD) option with a minimum support of the following: - Telephone Support- Shall be available 08:00 to 17:00 (EST) during the standard business week - Software and firmware updates/patches upon release. - Unlimited emergency service calls (24x7x365). - Web access for support of knowledgebase, firmware, drivers, and technical support access Web Portal - access to the Support Web Portal, knowledge base and online documentation shall be available for access 24 hours a day, 7 days a week, 365 days a year. Service agreement on site parts replacement shall provide: - Parts Replacement- Shall be covered in this agreement form hours of 08:00 to 17:00 (EST) during the standard business week. - Next business day delivery of parts shall be shipped once the troubleshooting steps deemed necessary by Spectra have been completed, and Spectra has confirmed that a part replacement is required. - The Vendor shall ensure that ship by 14:30 (Mountain Time) to arrive the next business day. - The Government shall have the option of having expedited delivery, at an associated cost. - A field service representative shall be available to be dispatched once troubleshooting steps deemed necessary by Spectra have been completed, and Spectra has determined that a part replacement is required. Dispatch is at the discretion of Spectra and the Customer may be requested to replace the part if appropriate. - A field service representative shall arrive after dispatch the following business day 08:00 - 17:00 (local time of equipment site as registered with Spectra), excluding holidays. Dispatches after 17:00 (local time of equipment site) will be considered the next business day. - The Vendor shall provide Remote Troubleshooting within hours of 08:00 to 17:00 during the standard business week. - The Vendor shall maintain and offer a Storage Crisis Lifeline Disaster Recovery Program, that provides that provides a loaner unit to the 114th signal Battalion and will ship within 24 business hours for use by the 114th Signal Battalion for up to 3 weeks. Remote or On Site installation assistance will be available at the discretion of the Spectra agreement.