Loading...
HomeMy WebLinkAboutCORRESPONDENCE - PURCHASE ORDER - 9200038Scheidt & Bachmann Proposal 000445 TRANSFORT HW & SW Services 2020 December 23, 2019 File: 000445 - SW Services 2020 r.2.0 Page 2 / 7 © Scheidt & Bachmann– Fare collection systems – 2019 1 Scope of Work 1.1 Introduction The intent of this proposal is to provide TRANSFORT with information regarding Scheidt & Bachmann’s service contract options including applicable features and pricing. Our in- tent is to be your trusted service partner and to provide a set of service and support op- tions that not only keeps your fare management solution up and running most efficiently, but to extend the overall life of your devices and software. This proposal is valid until December 31st , 2019. 1.2 Customer Input Based on a recent discussion with TRANSFORT regarding their support needs, the following were identified as some of the key requirements.  Software Services contract to cover: o 24x7 Service Desk support on both hardware and software (unlimited calls) o Software maintenance releases and fixes on all TVMs and TOMs o Annual software major update  Annual service contract with annual payment This proposal covers Software Services on the following devices: Device Type Quantity TVM 21 TOM 5 File: 000445 - SW Services 2020 r.2.0 Page 3 / 7 © Scheidt & Bachmann– Fare collection systems – 2019 1.3 Services Proposed at a Glance Service Compo- nent Description Software Services Hardware Services PM/ LCM 24 x 7 Service Desk Support Includes 24x7 access to Service Desk for software critical issue support X X Level 1 Support Provide initial problem determination for Service Desk as well as ongoing advice and guidance X X Level 2 Support Provide problem isolation as well as remediation support via a workaround or fix X X Level 3 Support Provide a permanent problem fix which may involve developing, testing and providing a software bug fix X X CSS Software Bug Fixes (Critical Is- sues) Provide a permanent problem fix to an identified crit- ical software bug in the CSS application (as re- quired) X CSS Software Up- dates – Major Re- leases Provide major releases to the CSS application. The major release will include new features and im- proved functionality (1per year) X 1.4 Software Services Overview Scheidt & Bachmann’s focus is on preventing downtime, keeping your operations running smoothly, and providing you with more value than just traditional break-fix support. We do this by offering a comprehensive set of service programs. With Software Services, we manage the health and availability of the system software including delivery of software updates and upgrades and ongoing assistance and support. With this service, we can ensure the stability of devices and back office systems. By part- nering with Scheidt & Bachmann to provide required levels of software support, your op- erations personnel can focus on other critical daily processes such as transfer of sales data, reporting and tariff maintenance. Software Services are provided as an all-inclusive, fixed price, annual contract and in- cludes all maintenance updates and bug fixes as well as software upgrades. We also offer optional support levels for third party software verification and maintenance. Key service features include: Service Component Description 24 x 7 Service Desk Support Includes 24x7 access to Service Desk for hardware and software critical issue support Level 1 Support Provide initial problem determination for Service Desk as well as ongoing advice and guidance Level 2 Support Provide problem isolation as well as remediation support via a workaround or fix Level 3 Support Provide a permanent problem fix which may involve developing, testing and providing a software bug fix CSS Software Bug Fixes (Critical Issues) Provide a permanent problem fix to an identified critical software bug in the CSS application (as required) File: 000445 - FC SW Services 2020 r.2.0 Page 6 / 7 © Scheidt & Bachmann– Fare collection systems – 2019 2 Pricing & Milestones 2.1 Pricing Service Program Description Annual Service Price Software Services  24x7 Software Incident Support (L1 – L3)  No limit on number or length of escalations  Committed initial response times (1 hour for critical)  Escalations via Telephone, Email, Customer Portal  CSS Support - comprised of: - Application server - Database server - Credit Card server - Workstations  CSS Releases (1 per year)  CSS Hot Fixes (unlimited)  TVM & TOM Support $ 83,500.00 2.2 Payment Milestones TRANSFORT will be invoiced annually based on the service options selected. File: 000445 - FC SW & HW Services 2020 r.2.0 Page 7 / 7 © Scheidt & Bachmann– Fare collection systems – 2019 3 Authorization Scheidt & Bachmann USA, Inc. Susan Nemetz Executive Vice President 12/23/2019 Name Position Date Signature Amy Jenks Regional Director – West 12/23/2019 Name Position Date Signature TRANSFORT Name (Printed) Position Date Signature