When on-call PPM maintenance is purchased, the vendor will repair the system during the PPM timeframes only. The contractor will not repair the system outside of the PPM timeframe. If on-site technical support is required, the contractor will not add an additional escalator to the contract price. The contractor is still required to adhere to response times and provide 24-hour trouble reporting. They will not be required to have the system operational as required in C.4.1.8.
Price is based on an hourly basis.
The contractor will not invoice for hours not used. Identify the escalation timeframes and justification on the delivery order. This extends on-call support for working weekdays only. Holidays and weekends are not covered. If hours are needed, the user can issue an additional delivery order.