Morse provides manufacturer warranty support for all of the solutions and applications that we provide to our customers. In addition to a break-fix warranty, Morse offers the following services as standard or optional enhancements to the manufacturer warranty.
Break-Fix
All components, software and labor are covered for a period of one-year from the installation cutover date. In the event of a failure, the failure will be repaired/resolved at no cost to the "Customer". Subsequent maintenance periods can mirror this warranty coverage and include all material, software and labor.
Remedial Maintenance Routines
Provide Remedial Maintenance (RM) on systems as identified in the Scope of Work (SOW), which ultimately become a part of the extended maintenance agreement. This maintenance shall include both material and labor.
Preventive Maintenance
Preventive Maintenance (PM) annually, per the Manufacturer's Specifications on all systems included in the agreement, which ultimately become a part of the extended maintenance agreement. Based upon the age and condition of the equipment, Morse Communications and the "Customer" may agree that PMs on some equipment may need to be performed monthly or quarterly. These PMs shall include all labor.
Remote Alarm Monitoring and Diagnostics
Continuous (24X365) alarm monitoring and diagnostics. Each site has been configured with a remote access smart modem which receives alarms from the PCX. The alarms shall be automatically forwarded to the Morse Communications TAC in Melbourne, FL for appropriate notification and assignment of resources. Remote diagnostics, alarm receipts date & time stamped and remote fault clearing, when deemed appropriate, are all included in this offering. The device is designed to deliver the alarms via IP or landline. We typically set up an IP connection, with an automatic default to the landline in the event of IP connection failure. This device is unique in its capability to send a major alarm to our TAC even in the scenario of a catastrophic failure. The device accomplishes this because it is constantly monitoring its connection to the server. If it does not see a server connection for any reason, it will send a major alarm to our TAC and we will act accordingly. Most alarm notification devices cannot make remote notification in a catastrophic failure because they depend on the server to send the alarm. If the server is down hard, it cannot send an alarm. The "Customer" and Morse Communications shall agree which alarms shall be included in the plan.
Two or Four Hour Emergency Response
Provide a one (2) hour, or less, response time for major alarms. This offering is proposed as a 24 X 7 X 365 response period. Response time will be remote and/or on-site.
NBD Non-Emergency Response
Provide a four (4) hour, or less, response time for minor alarms. This offering is proposed as a 8-5, M-F response period.
Morse Communications Tier 1, 2 & 3 Support
Morse Communications shall provide Tier 1, 2 and 3 technical support to the "Customer", and our technical force supporting your facilities, 24 X 7 X 365. This support is offered as a standard component of our proposal. In the unlikely event that Morse Communications must escalate to the manufacturer, we shall provide that component at no cost to the "Customer".
System Backups
Morse will maintain full backups of your Alcatel OmniPCX Enterprise system configuration on and off site. These backups will be updated on a quarterly basis.
Annual System Audits
Morse Communications shall conduct annual system audits of the primary systems in accordance with the manufacturer's written specifications. These audits shall be performed at no cost to the "Customer".
These annual audits will also cover the areas of power; system grounding; power bonding; battery levels; and security.
Toll Free Telephone Number Trouble Reporting
The "Customer" shall have the use of a Morse Communications provided Toll Free Telephone Number for additional trouble reporting. This number may also be utilized for opening new MAC tickets, or any other inquiries.
Electronic Trouble Reporting
The "Customer" shall have the ability to open trouble tickets via a web browser interface. This web browser access may also be utilized for opening MAC tickets, tracking tickets, or any other inquiries.
Ticket and Work Order Tracking
The "Customer' has the ability to access the status of any ticket or work order and determine its current state via a Web interface access.
Assigned Account Team
Assign an Account Team to you, the "Customer". The team approach assures you of the highest level of support available within the industry today, but provides the all-important Single Point of Contact, via the Account Manager or Service Manager. You will enjoy the support and benefits of an Account Manager; Service Manager; Enterprise Engineer; the "Customer" Support Representative; Named Manufacturer Representative; the monthly on-premise technician; a billing specialist to resolve invoicing issues; and a named TAC engineer for review of service issues.
Executive Sponsor
Morse Communications will assign an Executive Sponsor to the "Customer" account. This individual shall be an Executive Staff member located at our headquarters in Melbourne. This assures you of the highest level of interaction and response from Morse Communications. This individual may participate in internal activities pertaining to the "Customer". The individual may also participate in annual account reviews to be held with the "Customer".
Technology Fair
In conjunction with chosen manufacturers, whose products, applications or services are utilized, or may be utilized, by the "Customer", Morse Communications shall sponsor a Technology Fair. This provides the "Customer" a leading view of new technologies that may positively impact its user community. Both parties shall agree upon the location and date.
Tailored Escalation Process
Design, in conjunction with the "Customer", an escalation process to meet the specific requirements of the "Customer". Morse Communications has an established Escalation Procedure, but will augment that documented process to match the needs of the "Customer".
On Premise Emergency Parts Inventory
Morse Communications shall optionally provide an Emergency Parts Inventory to be kept on-site at The "Customer" facility. The components shall remain the property of Morse Communications, but shall be utilized for The "Customer". Morse Communications shall have access to the components 24 X 7 X 365. Both parties shall agree upon the final list of components.
Assigned Project Manager
We shall assign a project manager to manage any additions, upgrades, enhancements, or moves. Having established a detailed hierarchy for deployments, Morse Communications clearly understands the importance of this individual.
Regional Emergency Parts Inventory
In addition to the on-site parts inventory, Morse Communications shall maintain a regional inventory to support the "Customer". The cost of this inventory, and it's shipping to job site, shall be borne by Morse Communications.
Initial Systems Inventory
Morse Communications shall conduct an inventory of all system components, software releases, adjunct equipment, battery reserve systems, electrical protection, and trunk connections during the first two weeks of the contract period. This inventory shall be provided to the "Customer" in soft copy form.
Morse Communications shall provide updated inventories annually on the anniversary date of the agreement. The inventories shall be on spreadsheets available in soft copy to the "Customer".
North American Numbering Plan (NANP) Updates
Morse Communications shall provide NANP updates to all affected the "Customer" systems at no additional cost to the city, unless there are manufacturer requirements for system enhancements to accommodate such NANP additions.
Morse Communications shall provide these updates remotely via our TAC during an off-hours period agreed upon by both parties. As Morse Communications utilizes a service identifying those additions, it is our practice to provide the information to our "Customer" prior to such additions occurring.
Manufacturer Software Patches and PEPs
Morse Communications shall provide manufacturer PEPs (patches) at no cost to the "Customer" Such PEPs shall be loaded onto all affected systems at a time and schedule pre-approved by both parties.
Further, Morse Communications can optionally provide all manufacturer major release software enhancements for the term of the agreement at no cost to the "Customer".
