026-24 - Efficiency Inc. - ContractDocuSign Envelope ID: 3D8D8C89-07E8-44AD-96DE-4B33A4CB3907
Efficiency Inc. Technical Support Agreement
As an Efficiency, Inc. technical support contract customer, 'Port Orchard Municipal" will
receive (1) one-year from 02/09/2024-02/08/2025 (term of agreement) which
includes:
• Full parts and labor warranty both hardware & software with replacement of parts that
are defective or become worn in the course of normal use.
• Calls for service during normal business hours will be returned in less than 4 business
hours. Service issues not resolvable remotely will result in priority dispatch for onsite
service.
• **Labor and parts required as a result of improper use, mishandling or damage through
accident or unauthorized service performed by anyone other than our service
department will be chargeable (see Rates for Chargeable Service Under Contract below).
• Service will be performed during normal business hours of 8:00 a.m. to 5:00 p.m.
Monday through Friday excluding holidays.
• On -site education after initial installation & training.
• Unlimited calls from 8:00 a.m. to 5:00 p.m. PST to Efficiency Inc. excluding holidays
and weekends.
• Electronic logging of issues and questions to FTR (email & Web) 24 hours per day.
• Unlimited access to the FTR Knowledge Base.
• On-line access and hardcopies of all released Technical Support memos.
• On-line access to product documentation.
• Software fixes via electronic download.
• Free downloads of service packs.
• Automatic renewal invoice is sent 30+ days prior to expiration of the term of the
agreement. Payment must be received prior to expiration of the term of agreement to
avoid cancellation of contract. Lapsed service agreements require on -site inspection at
customers expense before contract can be re -instated.
**Rates for Chargeable Service Under Contract
• Contract Hardware/Software On -Site Service Rate:
$125.00 per hour on -site, plus $100.00 per hour travel and parts.
• Contract Hardware/Software Shop Rate:
Minimum shop charge is $125.00 per hour, plus parts and shipping. Shop charge
applies to carry -in and mail -in.
• Non -Contract Telephone Support Rate:
$125.00 per hour billed in 15 minute increments at $31.25.
Please Note
• All customer account balances must be current before local service/support will be
provided.
• Pricing is subject to change without prior notice for chargeable services and
renewals are subject to 2% annual increase.
• Customers not covered by a Support Agreement will be charged the standard
rate of $185.00 per hour on -site, plus $100.00 per hour travel, parts and applicable
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during normal business hours.
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Customer Signature & Date Efficiency, Inc. & Date
Please sign and email back to Karri Boerner at karrib(c eff-inc.com Thank You!
>bfiic "ryy, Inc. 4742 42nd Ave SW #468, Seattle WA 98116
PlM"A&A SWA, 2/14/2024
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