2013-174 IT - EPlus for IT Support Anzalyst $14,000

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2.3 Services will include:Provide an on-site IT Support Analyst II • All activities will be strictly based on customer instruction/direction only • An 8 hour minimum applies for all support requests/calls • All activities will be strictly based on customer instruction/direction only • No deliverables are included as part of the engagement 2.4 Deliverables: 2.2.3.1 ePlus and/or its subcontractor shall provide the following Deliverables: • No deliverables are included as j2art of the engagement 3.0 Responsibilities of 3.1 Resource Responsibilities: During the course of this project,the ePlus resource(s)will require the support of Customer staff and computing resources in order to complete the effort. If the required Customer resources cannot be made available,the scope of the work,the work schedule,or both may be affected. In connection with the Services performed by ePlus for this SOW,Customer agrees to the following requirements: 3.1.1 A work area suitable for the tasks to be performed and any required software and/or documentation necessary to complete this project. 3.1.2 For any hardware or software procured directly by Customer not specifically identified in this Section 3.0, Customer agrees to provide such hardware, software, support documentation, and instructions when required. 3.1.3 Arrange for acceptance of all equipment, included in this Section 3.0, to the Customer's premises. Customer agrees to provide a secure storage location for all equipment delivered to the premises until scheduled for Installation by ePlus. 3.1.4 Provide contact personnel to escort the engineer through the facility. 3.1.5 Provide access during the work hours required for this project(during Normal Business Hours). 3.1.6 Customer will provide ePlus with the current network topology. 3.1.7 Customer will provide electrical power outlet(s) to support the requirements of the installed network equipment. 3.2 System Responsibilities: • Customer is responsible for providing all software and associated licenses. • If the project is extended beyond timeline described in Section 5 "Period of Performance" below, and/or continuous on-site support is requested by the Customer after project is completed,then the cost for this service will be negotiated and paid for by the Customer. • Unless otherwise agreed to by the parties, Customer shall respond within two (2) business days of ePlus'request for documentation or information needed for the project. • Customer shall ensure that contracts with its own vendors and third parties are fully executed and reflect the correct terms to enable Customer's business requirements to be met in full. In addition, Customer shall be responsible for all payments to,and the work performance of,all non-ePlus entities assigned to, or working on this project. • ePlus will not be held responsible for data loss. Backups should be performed prior to work starting. All data is the responsibility of the Customer. • ePlus will not be held responsible for delays or failures to perform related to the customized, configured or specialized software needing modification by the manufacturer. • ePlus shall not be responsible for support and maintenance of Products. • Unless otherwise specified in this SOW, ePlus shall not be responsible for any customization of, or labor to install software(except pre-installed IOS). • Services do not include resolution of software or hardware problems resulting from third party equipment or services or problems beyond ePlus' control. • Services do not cover non-ePlus software installed on any Product. • Services exclude any hardware upgrade required to run new or updated software. 4.0 Assumptions 02010 ePlus Technology,inc. 3 11/01/10