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Home My WebLink About2000-226 Agrmt - Itron 20 E MAIN ST. ASHLAND, OR 97520 ~] (541) 488-5300 VENDOR: 00020'~ ITRON P O BOX 200209 DALLAS, TX 75320 01735 SHIP TO: Ashland Electric Department (541) 488-5354 90 N MOUNTAIN ASHLAND, OR 97520 FOB Point: Terms: Net Req. Del. Date: 1/1/01 Special Inst: Req. No.:. Dept.: ELECTRIC contact: Karen Huckins confirming? No BLANKET PURCHASE ORDER , .' . · ' '.Har~lWare Sul~p0rt .Per"Sumn~ary B Iling Re~'~,~."~'. !. ' : ' ' . . 16~9~5C . ': 2,~,78~00 1st Qtr, Jan, Feb, Mar- 3rd Qtr, July, Aug, Sept- '..'. :.4th.Qtr.'OCt, No~/.DeC: .!i .i"; :. . i : ' .;" :', .! .' i ' ' ' ' ' i ' :4.00 Qir Softwar~ Suppo~, Per Summary Billing : 337.5C 1,350.00= 1st Qtr, Jan, Feb, Mar- .. ' 2nd3rd Qtr, Qtr;July,Ap'r''Mey'Aug, Sept-Jun'e' . . : : . , .. i . , : .. SUBTOTAL 3,828.00 BILL TO: Account Payable TAX 0,00 20 EAST MAIN ST FREIGHT 0,00 541-552-2010 TOTAL 3,828,00 ASHLAND, OR 97520 E 690.11.18.00.602220 3,828.00 ,Rutttorlzee ~lgnature VENDOR COPY "Itrc n September 29, 2000 Electric / Gas / Water 2818 Ninth Sullivan Road Spokane, WA 99216 509.924.9900 Tel 509.891.3355 Fax Ms. Karen Huckln.n City of Ashland 20 East Main Street Ashland, OR 97520 Subject: Itron Service Agreement Dear Ms. Karen Hucidns, Your Ilron 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 sof~vare 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 epplicable 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 Depa~i~aent. 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 an.nwer questions, offer assistance, and resolve problems. Your Itron Service Agreenient 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 Saady. Waggoaer~Itron.com. Sincerely, Sandy Waggoner Service Business/Planning Encl: Summary Billing Report Cc: Customer File 0000 0 0 0 0 0ooo o 0000 CD 0 0 0 0000 0 E~hlbit A TOTAL SYSTEM SUPPORT PROGRAM Electronic Meter Reading Applications Itron's Total System Support Program'(TSSP) consists of software and equipment support managed and coordinated through Customer Support Analysts located in the Customer Support Center at Itron's UTS office in Raleigh, North Carolina. CUSTOMER SUPPORT Total System Support Program Customers have access to Itron~s Customer Support Center in Raleigh between the hours of 8:00 a.m. and 9:00 p.m. (Eastern Standard Time), Monday through Friday. In addition, emergency support can be obtained twenty-four hours per day, seven days per week through on-call support. The Cu~omer Support Center in Raleigh is the Customer's central contact, augmented by tho Customer Support Center in Spokane and technical support analysts to ensure uninterrupted access and efficient problem resolution. The Customer Support Analysts are responsible for troubleshooting equipment av_d sofosare issues, status reporling, managing proble~ii resolution and escalation procedures, record keeping, and coordinating logistics such as spare part orders, service contract administration, and the delivery of services such as training, on-site support, system audits, etc. In addition, TSSP Customers can consult with Customer Support Analysts regarding installation procedures, modifications to the existing system and operating procedures. Through the Customer Support Analysts, Customers have access to a team of trained professionals from all organizations within Itron necessary to resolve a proble~ or address a concern. All calls are logged through "Call Tracking" and all verified problems are documented to assist in the resolution of issues through "Central Problem Tracking". The status of all verified problems is monitored until final resolution. The Technical Support Analysts monitor and maintain the logs reflecting the current status of any outstanding issues and Customer requested modifications. These logs include problem or modification reference numbers, date reported, description, priority and scheduled release date and are provided on a regular basis to the Customer for review. A response to a request or a plan for resolving the reported issue is provided by the Technical Support Analysts. Customer Support Analysts are also responsible for providing Customers with Hardware Analysis Reports upon request. Drawing their data from continually updated equipment service histories, these reports detail the field performance of a Customer's hardware devices and compare it to that ofltron's entire installed base. With this data, plans can be MVRS TSSP Policy Revision 2.0 ~r~ Page I developed that can help improve h~ tteid performance and, therefore, system uptime. sv oRr Software Engineering ~ervi~ c~ lm,~ccess~d, through ~e C~ Support C~t~ in R~ei~. So~ En~n~ng se~c~ ~sln~in ~e ~e in a~o~ce ~ ~e ~-~ ~ U~ G~de ~mt ~u~ ~bl~ ~solu~on wo~ ~t o~ results in ~e ~1~. I~n ~e relies ~ ~u~ ~ ~~on of ~c m~a to ~e C~tomer site. ~clud~ M~ ~e ~le~ ~ ~e ~bl~ T~k~ or mo~ficafion description, d~cfip~on of ~e c~, d~~o~ ~d ~s~lafion p~s. ~ce ~ ~e is ~le~, it ~ ~e n~ so~ b~e on w~ch ~1 ~e ~ ~ de~ver~. Problem Resolution Problem resolution work begins ,after the problem is verified by Itron, usually through duplication of the problem, i In order to verify a problem, the Customer Support Analyst may request additional documentation or data from the Customer. Between major Syste~n releases, problems determined to be "critical" in nature are acted upon immediately. These ave~problems that impact the collection or passvthrough of data and therefore affect mainframe processing. On-site critical problem resolution by qualified Itron programming staff is included in TSSP and available twenty-four hours per day, seven days per week, when a joint detem~uation by Itron and the Customer has been made confirming the need for on-site assistance. Itron charges currmt time and materials rates and e0~penses for on-site problem resolution when it det~-uines that the failure is due to hardware or software not supported by Itron. In addition, Itron maintains a current backup of all Customer related Soi~are; source code and appropriate documentation with which it can start helping the Customer attain sof~vare recovery within twenty-four hours of notification. Total System Support Program problem resolution excludes support of the folloWing: 1. Customer modified sofl~are. 2. Third-party software no~ supplied by Itron or designated in the MV-RS WIN User Guide Document. ' 3. SoRware changes required to integrate into the system third-party sofc~vare or firmware not supplied by Itron or designated in the MV-RS WIN User Guide Document. 4. System corruption due to accident, misuse or negligence.' ~. Software not included in the Service Agreement between Itron and the Customer. ~ TSSP Policy Revision 2.0 Page 2 6. Communication problems rzla~l to Custa~ner supplied modems and/or,telephone lines ~hat do not mee( Itron standar~ ; ,.~ . 7. Sofhvare release support for applications that are not on the most curre~t version. Soi~u'e Updates and Modifications The Total System Support Progr~ includes, so~.flware updates upon request. Updates Itron g~nemted~ changes to ~e software feature set that maintain C,0~clf°~mancc~/° the ~- RS WIN User Guide Document and result in a new relcasc number. Modifications are Customer!requested changes ~o the software, that~cause it to differ from the definition in the MV-RS WIN User Guide Document. Modificati°n requests are submitted to Itron in writing and include the appropriate modified pages from thc MV-RS WIN User Guide Document. If the modification is si~ificant in sizc or scope, Itron may elect to send a Project Manager on-site to finalize the design of the modification. If it is determined that the modifications are to be p¢i-formed, Itron will submit a bid that includes programming, documentati0~, testing, implementation and on-going service. . EQUIPMENT SUPPORT Hardware support is performed by the Itron Service Centers. Through these services, Itron provides the !abor and~.n~t~ ~ erial necessaryr~to maintain the equipment in accordance with the published product~specifications. Re~novable batteries are'covered under the Total System Support Program. In addition to diagnosing, isolating and repairing the specific equipment problem cause, under the Total System Support Program hardware itches re ~tgraed for r ~air undergo a process of full refurbishment that includes preventive servicing, burn-in, testing and the automatic inCOrporation of al! appropriate product Updates. In order to ensure that all appropriate equipment receive adequate preventive service, CUStomers ~may arrange through the Customer Support Analyst for the.periodic refurbi~ment of equi ~.p~nent not otherwise serviced annually. Itren provides a three (3) business days in-house tumar°und for handheld compUters and five (5) day in-house turnaround for all other equipmentarriving at the Service'Center during normal business hours. Service Cente~.. hours of.operatiun are Monday through Friday, 8:00 mm. to 4:30 p.m. local time, excluding holidays. Should the Service Center be unable to meet the turnaround time by completing service on the Custome?s own equipment, upon request, Itron will ship to the Cust~gmer loaner equipment. Equipment loaned to the Customer to fulfill the turnaround COmmitment must be returned to Itron seven days after the Customer's own serviced equipment is shipped from Itron or a rental charge is assessed, with a minimum one month charge. In addition, Itron will provide "emergency loaner equipment" to Customers in the event of an unanticipated equipment shortage, as long as the Customer maintains the M~ TSSP Policy Revision 2.0 recommended equipment sparing levels. "F~nergaacy loaner equipment" must be returned to Itron within fiReen days after beisg shipped to the Customer or a rental charge is assessed, with a minimum one-month charge. On-site critical problem resolution by qualified Ikon service staffis included in TSSP and available twenty-four hours per day, seven days per week, when a joint determination by Itron and the Customer has been made confirming the need for on-site assistance. Itron charges cun~nt time and materials 'rates and expenses for on-site problem resolulion when it det~,~,~ines that the failure is due to haro~ or software not supported by !tron. In the event Itron should receive equipment for .rePair that is damaged, Itron will provide Customer with an estimate for repair of the equilbment. If the Customer'accepts the repair estimato, Itron will complete repairs and return equipment to the Customer with an invoice for thc repairs and applicable freight charges. If the estimate is not accepted by the Customer and the Customer requests the equipment be returned unrepaired, Itron reserves the fight, to return the equipment to the Customer unrepaired with an invoice for return freight and one (1)~hour of labor at the prevailing labor rate. Units scrapped at Itron may be subject to an estimation fee, not exceeding one (1) hour of labor at the prevailing labor rate. Total System Support covers shipping charges of thc repaired equipment back to thc Customer. Return shipment is in thee manner used when the equipment is Shipped prepaid to Itron. Expedited shipment for an additional charge can be requested through the Customer Support Analyst. TSSP hardware support excludes support of the following: 1. Equipment that persons other than authorized Itron representatives have altered or attempted to repair. 2. Physical damage resulting from accident, misuse or neglect. 3. Damage resulting from stationary equipment relocation by Customer. 4. Damage resulting, from electrical power, air conditioning or humidity control failure. 5. Non-Itton supplied components and equipment. 6. The furnishing of supplies or accessories and of shoulder straps and holsters; painting or refinishing the equipment. 7. Hardware not included in the Service Agreement. MVP.~ TSSP Policy Revision 2.0 Page 4