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4. In all cases,response times will be measured from the time the Customer's trouble report is received by Verizon to the time <br /> work is started to correct the problem. <br /> 5. Response is acknowledgment of a problem and work toward its resolution,involving one or more of the following: <br /> (i) remote diagnostics,telephone consultation with respect to issue resolution,remote work to correct a problem with <br /> notification to Customer that on-site work is unnecessary <br /> (ii) dispatch of technician(s)to Customer's premises <br /> The type of repair response will depend on Customer's equipment and the available remote connections <br /> 6. Verizon will charge its then prevailing labor rate for repair of major or minor failures if Customers with 8x5 VM Service <br /> plans request service be performed outside of Office Hours. <br /> 7. Verizon will charge its then prevailing labor rate for repair of minor failures if Customers with 24x7 VM Service plans request <br /> service to be performed outside of Office Hours. <br /> Customer Requirements: <br /> 1. Equipment not installed by Verizon,or equipment where the warranty is transferred by Customer to Verizon that is to receive <br /> VM Service,must be installed in compliance with manufacturer's recommended operating environment,including but not <br /> limited to,temperature,power conditioning,safety,accessibility for service,etc. Verizon may recommend corrections or <br /> improvements to operating environments or PBX configuration. Failure to comply with Verizon's recommended corrections <br /> or improvements may cause Verizon to reject the specific part or equipment and remove it from the VM Service. <br /> 2. All equipment covered under the VM Service must be Year 2000(Y2K)compliant. Equipment found not to be Y2K <br /> compliant must be upgraded by Customer prior to Verizon providing the VM Service. <br /> 3. Customer must provide access to equipment,in a timely manner,during on-site VM Service. <br /> 4. Dial-up connectivity from the Verizon Service Centers,for diagnostic and MAC purposes,is a prerequisite for all equipment <br /> covered under the VM Service. Customer must provide analog circuit access and Verizon approved connectivity equipment <br /> to the PBX or services response times set forth herein will be void. <br /> 5. If additional equipment and/or services are required from the Customer,such equipment and/or services will be set forth in the <br /> applicable Statement of Work. <br /> Primary 8x5-24x7 PBX SPD Page2 of 2 <br /> Rev.03.23.06 <br />