03/28/2011 Council Packet - Laserfiche WebLink

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• Page 3 of 4 preventive maintenance shall be performed continually on the ZAYO System to ensure that it meets all performance criteria detailed herein. The Entity shall have at least ten (10) business days advance notice of routine and preventative maintenance activities that may affect operation of their circuits on the ZAYO System. B. Demand Maintenance /Service and Repair — A response to ZAYO System problems shall occur at all hours (24 hours a day x 365 days per year). ZAYO must have reasonable access to Co- location Sites located within the Entity's Community Anchor Institutions on a 24 hour per day /365 days per year basis, in accordance with the terms of this Agreement, in order to respond, as necessary. This response requirement shall include a response to all situations creating problems on the ZAYO System, regardless of whether they originate within the ZAYO System or with equipment or software at the Entity's Co- location Site(s). Appropriate ZAYO technical support shall respond and actively begin working on ZAYO System problems within 30 minutes of either 1) Anoka County or ZAYO identifying such problem or 2) Anoka County or ZAYO receiving a call at a dedicated 24/365 technical support telephone number or an e-mail from an Entity reporting a ZAYO System problem. Anoka County or ZAYO shall place a phone call to the Entity's designated service contact to inform the Entity that the situation is being addressed. ZAYO shall work continuously until the problem is resolved. If the Entity desires assistance from ZAYO in correcting Entity -owned or leased equipment or software problem, then ZAYO shall provide such assistance, but ZAYO shall also have the right to invoice the Entity in accordance with this Agreement for the time spent correcting the Entity's equipment or software problems. C. ZAYO System Support — Anoka County and ZAYO shall provide an appropriate complement of administrative, Central Office, Network Operations Center and field personnel at all times to meet the performance, maintenance and repair criteria detailed herein. D. Service Call Processing and Tracking — Anoka County and ZAYO shall establish mechanisms and procedures for the Entity to quickly and easily report ZAYO System problems. All trouble or service calls shall be documented, processed, and completed in an expedient manner. Documentation shall include monthly service call reports, distributed to the Entity, which shall include a breakdown of the reasons for and the resolution of ZAYO System problems, as well as call handling efficiency (including all activities from the time a ZAYO System trouble call is received to the time ZAYO and the Entity agree that System trouble is resolved). Notwithstanding the staffing, testing and equipment and response requirements set forth herein, Anoka County and ZAYO shall provide: in -house and/or contractor staff; spare and back -up Central Office or Network Operations Center, distribution, and other applicable equipment; and test and maintenance equipment. Anoka County and ZAYO shall also take all additional steps necessary to ensure that the ZAYO System performs reliably in accordance with all standards detailed herein and in this Agreement. P39