HomeMy WebLinkAbout2004-222 Maint Policy - Itron
Electric Gas/ Water
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/tra/I 2818 North Sullivan Road
Spokane, WA 99216
509.924.9900 Tel
September 29, 2004 509.891.3355 Fax
www.ftron.com
Mr. Lee Tuneberg
City of Ashland
20 East Main Street
Ashland, OR 97520
Subject: Itron Maintenance Renewal
Dear Mr. Tuneberg,
Your Itron Service Agreement is about to enter a new year, and per the terms of the Agreement, we
are submitting our service pricing for the upcoming year. The equipment and software identified in
the enclosure will be covered under the Agreement at the monthly rates indicated, with recently
purchased products added to the Agreement at these rates upon expiration of the applicable product
warranty. Please note that this is not an invoice. If a purchase order number is required on your
invoice, please forward a copy of the purchase order to our Contracts Department.
Itron's service customers receive prompt factory service on their meter reading equipment that goes
beyond repairing reported problems, to include preventive maintenance and product updates that
enhance equipment reliability. Service customers also receive twenty-four hour access to Customer
Service personnel who are available to answer questions, offer assistance, and resolve problems.
Your Itron Service Agreement offers considerable value by avoiding hourly service fees,
unnecessary paperwork, and administrative expenses. Over 90% of our customers purchase
maintenance and support services under an Itron Service Agreement, and we are very honored by
their continued patronage.
On behalf of everyone at Itron we extend our sincere thanks for your continued patronage and we
look forward to being of continued service. If you have any questions regarding your Service
Agreement, please feel free to contact me at (800) 635-5461, extension 3780. I can also be
contacted via E-mail at Sandy.Holder@Itron.com.
Sincerely, I
-01,
Sandy Holder
Service Business Rep.
Encl: Summary Billing Report
Cc: Customer File
Itron Maintenance Policy
MV-RS
ANachmenf B
Overview
This Service Policy describes Itron's support services, both contract and warranty, for MV-RS Meter
Reading System equipment and software.
Customer Responsibilities
Service Requests: Customer will notify Itron of System problems that affect System performance
as soon as practical. Problems are to be reported via Itron's Customer Support Hotline at (800)
635-8725.
Client Report Forms: Itron will provide Customer with a sufficient supply of blank Client Report
Forms, and Customer agrees to complete and return a Client Report Form for each / every
inoperative handheld unit returned to Itron for service, retaining one copy for their records.
Prior to returning to Itron any equipment which has arrived from Itron in an inoperative condition,
Customer will contact Itron through the Customer Service Hotline and request a Return Materials
Authorization (RMA) number, which Customer will reference on all shipping labels and documents
as appropriate.
Freight Charges: Customer will forward all equipment and / or materials to Itron via pre-paid
freight.
System Configuration: Customer will ensure that system equipment, operating system, and data
communications environment is configured, operated, and maintained in accordance with Itron's
prescribed system requirements. Customer agrees to consult with Itron prior to making changes
to their system configuration that may affect system operation.
Remote Communications: Customer will purchase, install, operate, and maintain remote
communications software (PCAnywhereo or TelNeta) and equipment (modems) in a manner that
will allow for remote dial-up access to meter reading System user sites. Customer will make
remote access available to Itron, as necessary, for remote diagnosis and troubleshooting of
Itron's meter reading System.
Network Administration: Customer will monitor and maintain all local and wide are network
components, to include network servers, network clients, network hubs, routers, modems, and all
software components necessary for efficient and reliable network operations. Specific activities
include managing network equipment repairs, upgrades, and replacements; to ensure continued
conformance with Itron's prescribed meter reading System configuration. Additional activities
include ongoing administration of host names and Internet Protocol (IP) addresses,
administration of network interfaces, access, security, communications, equipment and software
version control.
Itro 1 MV-RS Service Policy Rev 2.2 1
Itron Maintenance Policy
MV-RS
Attachment B
Itron Responsibilities
Service Hours: For the purpose of categorizing delivery of the services outlined herein, the following
schedules will be in effect. All times are Pacific Standard / Daylight Time.
Regular Business Hours: 5:00 AM to 5:00 PM, Monday through Friday
Overtime Hours: 5:00 PM to 5:00 AM, Monday through Friday
5:00 AM to 5:00 PM, Saturdays
Sunday/ Holiday Hours: After 5:00 PM, Saturdays, and / or days preceding Itron
Holidays, until 5:00 AM, Mondays, and / or days following Itron
Holidays.
Itron Holidays will be listed and communicated in writing (at Customer's requests) not later than
December 30, for the following year.
Covered Components: Itron will maintain a database of Customer-owned equipment and software,
including equipment serial numbers and shipping dates. At Customer's request, Itron will provide a
printed copy of this database for Customer verification of equipment and service coverage. Services
performed as part of this Agreement will be limited to those items listed.
Any or all Customer-owned equipment added to this Agreement beyond expiration of product warranty
may, at Itron's discretion, be subject to a qualifying service inspection. Itron and Customer agree that
qualifying service inspections will be performed not later than ninety (90) days after a component is
added to this Agreement at Itron's then current rates.
If qualifying service inspection reveals that repairs, as determined by Itron, are necessary to render
the equipment operable and serviceable, it shall be the Customer's option either to:
• Accept additional charges for equipment repair or replacement at rates
or prices in effect, or:
• Delete that equipment from the list of Covered Components, in which
case the Agreement price will be adjusted to reflect the changes.
Related Documentation: Itron will provide one original set of applicable operations publications
necessary to operate covered equipment and software as part of this Agreement, with additional
copies available at Itron's then current List Price(s).
Engineering blueprints, procedures, source code, proprietary protocols, and / or additional Itron
technical documents not necessary for operation of the System will be considered Itron Proprietary
and will not be furnished as part of this Agreement.
/trop MV-RS Service Policy Rev 2.2 3
Itron Maintenance Policy
MV-RS
Attachment B
System Release(s): Itron, at its sole discretion, will make available System
Releases which provide new software functionality and / or migrate Itron Software
Products onto other vendors' computing equipment or software operating
systems. Itron reserves the right to invoice.for all System Releases as they are
made available at Itron's then-current prices.
• Custom Release(s): Custom Releases are issued in response to modification
requests submitted in writing to, Itron by the Customer. If the modification is
significant in size or scope, Itron may elect to send, at Customer's expense, a
technical representative on-site to finalize the design of the modification. If Itron
chooses to perform the modification work, it will submit a bid that includes
requirement definition, project management, design, programming,
documentation, testing, implementation, and maintenance. A System with
software that contains Customer-specific modifications, a non-current Release, or
incompatible operating system version becomes a "Customer System."
Maintenance Releases, meter protocol inclusions, modifications, upgrades, or
enhancements to Custom Systems will be provided as part of this Agreement,
subject to separate price quotation.
Installation of Software Releases for Customer-licensed Software is the responsibility of the Customer.
Itron will, at the Customer's request, install any Software Release provided under this Agreement, at
the prevailing rate(s) in effect. Travel and living expenses will be invoiced to the Customer at Itron's
costs.
Software Library: Itron will maintain a copy of Itron's then current, licensed, software version at its
Spokane, WA facility, which will be made available to the Customer as necessary to reload corrupted
or inoperative software.
Field Engineering Support: In those instances where problem analysis of the Customer's meter
reading system by telephone is neither successful nor expedient, and upon mutual agreement
between Itron and the Customer, Itron will dispatch Field Engineering personnel to the Customer's
location during Regular Business Hours.
These services will be provided at no charge as part of this Agreement within the first ninety (90) days
of System installation / start-up. Such services provided by Itron beyond this initial ninety (90) day
period will be invoiced to the Customer at the hourly rates in effect at the time of service. Travel and
living expenses will be invoiced at Itron's cost.
Preventive Maintenance: Itron will provide annual Preventive Maintenance service during Regular
Business Hours, to include labor and materials, for Customer equipment registered in Itron's Service
Database, as part of this Agreement. Itron agrees to complete scheduled preventive maintenance
service and return the serviced equipment to the Customer within five (5) working days after receipt.
Itron MV--RS Service Policy Rev 2.2 5
Itron Maintenance Policy
MV-RS
Attachment B
may, at its discretion, request return shipment of Customer materials via pre-paid freight, prior to
shipment of replacement materials.
Technician Analysis Reports: Itron will return a Technician Analysis Report with each repaired piece
of equipment. At a minimum, this report will include a description of the problem, corrective actions,
a list of parts replaced, and recommendations for future use. Additionally, the name and telephone
number of Itron's servicing technician will be provided.
Supplemental Services
Supplemental Services: Services that are not covered as part of this Agreement will be categorized
as Supplemental Services. Itron shall have no obligation for the following Supplemental Services, but
if such services are available, at Customer's option, they can be provided at Itron's then prevailing
rate for labor, materials, and expenses (Schedule A). Supplemental Services will include, but not be
limited to, the following:
• Service on software or equipment that has been improperly installed or
operated outside manufacturer specifications.
• Service on software or equipment not specifically identified in Itron's
Service Database.
• Installation of Software Releases for Customer-licensed Software.
Service related to Critical Maintenance Releases that were forwarded at
Customer's request, prior to completion of full system testing.
• Services or expenses outlined as Customer Responsibilities in this
Agreement.
Equipment accessories, such as meter probes, shoulder straps, belt
holsters, etc., except batteries, handstraps, and antennas.
Service Requests that include services, overtime or holiday coverage,
response / return times, special freight or expenses over and above the
Itron Responsibilities as outlined in this Agreement.
• Equipment repairs due to damage or neglect, to include circuit board
corrosion on equipment that has not been returned for annual preventive
maintenance service, and repairs due to damage or alteration by persons
other than ~Itron service Representatives.
Iron MV-RS Service Policy Rev 2.2 7
Itron Maintenance Policy
MV-RS
Attachment B
Schedule A - Service Pricing
*All Prices are subject to change and quoted in U.S. Dollars
Monthly Software Support Fees (Custom Software)
Separate Quotation
Supplemental Service Labor Pricing:
Field Engineering and Technical Support Price/ Hour
Regular Hours, Monday - Friday $165.00
Overtime Hours, Monday - Friday, Saturdays $198.00
Sundays, Holidays $247.50
Meals, Lodging and Travel Expenses Actual Cost
Itron / Personal Vehicle Mileage $.36 per mile
All Field Engineering services involving travel will be billed "portal to portal"
Itron Depot Repair Services (Equipment) Price / Hour
Regular Business Hours, Monday - Friday $125.00
All supplemental labor services have a minimum billing of one (1) labor hour at the rate in effect at
the time of service.
Supplemental Depot Repair Services, to include labor and materials, are warranted for a period of
thirty (30) days from the date of return shipment to the Customer.
Replacement Parts
Replacement Part Warranty: Itron warrants that replacement parts sold as part of an Itron Service
Agreement or Itron Supplemental Depot Repair Services shall be free of defects and workmanship for
a period of ninety (90) days from the date of receipt or installation by Customer, respectively, as
applicable. Any replacement parts, which fail to conform to the aforementioned warranty, shall be
repaired or replaced by Itron. In the event Itron cannot repair or replace the part, Itron shall refund to
Customer monies paid by Customer for such services.
/roe MV-RS Service Policy Rev 2.2 9
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Service Contact Information
Please Update the Following Information and Return To:
Itron, Inc
Service Business Administration
City of Ashland N 2818 Sullivan Road
Spokane, WA 99216
Customer Number 37895 Fax: 509-891-3301
Anniversary Date 1/1/2001 Phone: 1-800-635-5461
Street Address: P.O. Box
20 East Main Street
Ashland, OR 97520
Contract Renewal Contact: Meter Reading Contact:
Mr. Lee Tuneberg
2 1~1 RNS DOQ F
Phone: Phone: S14 _ 5 EA _ Cjta4
Address (if different from above): Address (if different from above):
Software Release Contact: Number of Meters Read:
Phone: 54I -a 4nr`7 g.~~ - Wfl7'FjZ ~~bZ(`~jC
MVRS
Address (rf different from above): L2
Comments:
Date: September 29,'2004
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A N..,.. Page 1 / 1
~r-= tia CITY OF ASHLAND CITY RECORDER .v "1.OPY
20 E MAIN ST.i'.DATE FO NUMBER
e ASHLAND, OR 97520 10/8/2004 05492
REG (541) 486-5300
VENDOR: 000201 SHIP TO: Utility Billing
ITRON 20 E. MAIN 200209 P O BOX
DALLAS, TX X 753 75320 ASHLAND, OR 97520
FOB Point: Req. No.:
Teens: Net 30 days Dept.: PUBLIC WORKS
Req. Del. Date: Contact: Pat Woods - UB
Special Inst: Confirming? NO
Qua°nti"Uit' Descri floe - - Un°ihPrlce Ext..PNCe'.a r a
THIS IS A REVISED PURCHASE ORDER
REM 00 Itron Maintenance Renewal 4,576.32
January 1 2005 - December 31, 2005
MAMEM
fPerjattactied ttron Maintenance Policv
and Attachment A - System Support
3il1
as
30~lm own=
4 ,
SUBTOTAL 4,576.32
BILL To: Account Payable TAX 0.00
20 EAST MAIN ST FREIGHT 0.00
541-552-2028 TOTAL 4,576.32
ASHLAND, OR 97520
E 670.08.18.00.604160 2,288.16
E 690.11.18.00.604100 2,288.16
Authorized Signature VENDOR COPY
CITY OF
s g a Ordu ASHLAND
REQUISITION FORM
Date of Request ti!
THIS REQUEST IS A:
❑ Change Order(existing PO # ) Required Date of Delivery/Service:
Vendor Name: TIC^. K)'
Address:
City, state, zip: `j
Phone: PC, Y-. Fa N) r= / i-1 C19 )1.) Zc
Fax Number h o~9 - Q'_~ q - RDEI -
Deliver Location . n NFT P A r 7- L r, ir-r c_ r.i
Services Only
Description Total Cost Solicitation Process:
. Exempt ❑ . 3 Written Quotes
? r i2vTJ r~;a l J iTS=.NNt ic.[ r\F1 t1,~ (copies attached)
Sole Source Invitation to Bid
(copies on file)
❑ Less than ❑ Request for
$5000 Proposal (copies on file)
Project Number Account Number
*Please attach the Original signed contract and Insurance certificate.
Materials Only
Item # Quantity . Unit Description Unit Cost Total Cost
Project Number _-Account Number-_. -
*Please attach they quotes.
Employee Signature: Supervisor/Dept. Head Signatur~s:`~-
NOTE., . By signing this requisition form, I certify that the above request meets the City of Ashland Solicitation Process requirements and can he provided
when necessary.
GFinanceTrocedureWPTorms~R_Requisition form.doc Updated on 07115102