HomeMy WebLinkAbout06-17-2020 Avtech Support Renewal Quote and TermsScoutCare
Contract Quotation
Avtec, LLC.
100 Innovation Place
Lexington, SC 29072, USA
1-800-310-7045
1-803-358-3600
www.avtecinc.com
Date: 5/14/2020
Quotation: Q-06606
Expiration Date: 6/30/2020
Quotation To:System Information:
Miguel Guardado
City of San Luis Obispo CA
mguardad@slocity.org
System Name: City of San Luis Obispo CA
End User Organization: City of San Luis Obispo CA
Location: San Luis Obispo, CA
Current Support Expires: 6/30/2020
Eligible for Hardware Maintenance?: Yes
Dear Miguel,
A Support Contract for the Avtec console system provides you with regular software upgrades, remote factory support by
telephone, including 24x7 emergency assistance, and opportunities for recurrency training. If the system is under warranty
(including our hardware maintenance plan) you may choose to extend that for additional years, up to a total of five.
Please review the quotation below, including any notes about possible changes to the rate. In general, ScoutCare rates
are 15% percent of the list price of software. If you expand your system, the new equipment contribution is pro-rated and
added to the rate after its warranty has expired.
Year 1
Item
#
Qty Model
Number
Description List Price
(USD)
Net Price
(USD)
1 1.00 SCOUTCARE-
T1
One Additional Year of ScoutCare - Includes no charge software
maintenance, 24/7/365 Technical Support, and Web Portal Access.
$21,350.33 $21,350.33
2 1.00 SCOUTCARE-
HARDWARE
ScoutCare Hardware Option: Annual Extended Maintenance Program
for hardware repairs. ScoutCare is a prerequisite for the Hardware
Option to become effective.
$2,500.87 $2,500.87
$23,851.20
Year 2
Item
#
Qty Model
Number
Description List Price
(USD)
Net Price
(USD)
3 1.00 SCOUTCARE-
T1
One Additional Year of ScoutCare - Includes no charge software
maintenance, 24/7/365 Technical Support, and Web Portal Access.
$21,350.33 $21,350.33
4 1.00 SCOUTCARE-
HARDWARE
ScoutCare Hardware Option: Annual Extended Maintenance Program
for hardware repairs. ScoutCare is a prerequisite for the Hardware
Option to become effective.
$2,500.87 $2,500.87
$23,851.20
Year 3
Item
#
Qty Model
Number
Description List Price
(USD)
Net Price
(USD)
5 1.00 SCOUTCARE-
T1
One Additional Year of ScoutCare - Includes no charge software
maintenance, 24/7/365 Technical Support, and Web Portal Access.
$21,350.33 $21,350.33
6 1.00 SCOUTCARE-
HARDWARE
ScoutCare Hardware Option: Annual Extended Maintenance Program
for hardware repairs. ScoutCare is a prerequisite for the Hardware
Option to become effective.
$2,500.87 $2,500.87
$23,851.20
Year 4
Item
#
Qty Model
Number
Description List Price
(USD)
Net Price
(USD)
7 1.00 SCOUTCARE-
T1
One Additional Year of ScoutCare - Includes no charge software
maintenance, 24/7/365 Technical Support, and Web Portal Access.
$21,350.33 $21,350.33
8 1.00 SCOUTCARE-
HARDWARE
ScoutCare Hardware Option: Annual Extended Maintenance Program
for hardware repairs. ScoutCare is a prerequisite for the Hardware
Option to become effective.
$2,500.87 $2,500.87
$23,851.20
Year 5
Item
#
Qty Model
Number
Description List Price
(USD)
Net Price
(USD)
9 1.00 SCOUTCARE-
T1
One Additional Year of ScoutCare - Includes no charge software
maintenance, 24/7/365 Technical Support, and Web Portal Access.
$21,350.33 $21,350.33
10 1.00 SCOUTCARE-
HARDWARE
ScoutCare Hardware Option: Annual Extended Maintenance Program
for hardware repairs. ScoutCare is a prerequisite for the Hardware
Option to become effective.
$2,500.87 $2,500.87
$23,851.20
TOTAL: $119,256.00
This support contract runs from 7/1/2020 to 6/30/2025.
Notes for Quotation:
1) Avtec Inc to invoice the City of San Luis Obispo, CA $23,851.20 annually for 5 years, beginning July 1st, 2020. Price
covers hardware and software maintenance ,plus technical support and training classes.
2) Additional parts and/or software licenses purchased during the terms on the contract will be pro-rated into the
maintenance contract and included on the following invoice.
If you have any questions concerning this quotation, please contact Wes McCutcheon at (803) 358-3258 or email
wmccutcheon@avtecinc.com.
Please consult the attached document for more information on Avtec's Support Services as well as applicable Terms and
Conditions.
To accept this quotation, sign and complete all required fields below:
Name: Josh Erquiaga for Miguel Gaurdado Signature: __________________________________ Date: 6/17/20
___________________________________________ Purchase Order Number*: ______________________
*PO Copy must be returned along with this document
Billing Contact: __Miguel Guardado_
Billing Email: IT_AP@slocity.org
Billing Address: 990 Palm St, San Luis Obispo, CA 93401
___________________________________
Thank you for your business!
ScoutCare Terms and Conditions V2 2-28-2020 1 of 11
ScoutCare™ Maintenance &
Support
TERMS AND CONDITIONS FOR END USERS
DEFINITIONS
“Controlled Deployment” means a confidential and limited release of Software to particular customer(s)
for testing and evaluation purposes.
“Defect” means a failure of Software to operate substantially in accordance with Avtec’s written
Specifications for such Software; provided, that (a) any such failure is reproducible by Avtec under
Avtec’s customary testing procedures; (b) the failure results in substantial degradation of customer’s
system so that normal operations are not possible, or that the system works, but with limitations outside
the scope of Specifications; and (c) such failure is reported to Avtec in writing within the applicable
warranty period. Avtec does not warrant that the Software will perform without error or that it will run
without immaterial interruption. Minor problems or bugs which do not limit operations are not Defects.
“General Commercial Availability (“GCA”)” means the release date that the Software is made
available for commercial sale to the public following Avtec’s determination that the Software has proven
to be reliable, free of critical bugs, and is suitable for usage in a production environment. Each GCA
release date will be documented and made available from Avtec.
“Maintenance” means a fee based program for servicing of the Software by way of Minor Releases,
Major Releases and Updates to correct Defects, to improve the functionality of the Software, and to
extend the software life cycle by assuring that Software remains compatible with the operating system
and other related technologies. Maintenance shall be available for all periods where customer opts to
purchase ScoutCare coverage.
“Maintenance Availability” means that Maintenance shall be available for all periods when customer is
covered by ScoutCare and shall receive Major Releases, Minor Releases and Patches at no cost.
“Major Release” means a Software distribution by Avtec that includes significant improvements in the
functionality or performance of the Product, and or adds new features which are made GCA for sale to
the public. Typically, Avtec distributes 2 Major Releases per calendar year. Avtec shall provide support
for the current release and the prior 2 versions of the Software. Typically, the first two numbers in the
Version indicate the Major Release in the designation of the Product. For example: V4.5 and V4.6 are
both Major Releases.
“Minor Release” means a Software distribution by Avtec that contains changes that correct Defects or
make minor improvements in the functionality of the Product, which is GCA for sale to the public.
Typically, the last number to the right of the decimal indicates as a Minor Release in the designation of
ScoutCare Terms and Conditions V2 2-28-2020 2 of 11
the Product, with changes in the positional notation indicating order and importance. For example:
V4.5.10 to V4.5.11.
“Patch” means a type of Minor Release intended to correct Defects. Because a Patch is not intended to
make incremental or major improvement to the Product, it is not categorized as a Minor Release or a
Major Release. Avtec will include the term “Patch” in the GCA release documentation.
“Product(s)” means any hardware (and related parts and supplies) or Avtec’s computer software
programs specified in a product schedule. Product shall also include each and every Major Release,
Minor Release, or Patch available from Avtec during the term of each Maintenance and Support period.
“ScoutCare” means Avtec’s Software Maintenance and Support for licensed Software as described in
Appendix A.
“Software” means all Avtec owned or sublicensed software, computer programs, documentation, and
applications for which licenses are available to be purchased, as may be described in a separate Product
schedule, including, without limitation, software imbedded in any equipment or goods, software
programs provided on a stand-alone basis, and any Major Release, Minor Release, or Patch.
“Specifications” means the Specifications for a Product or Service set forth in Avtec’s most recent user
documentation or other published Specifications for such Product or Service, except when superseded
by Specifications in an approved SOW.
“Support” means that Avtec will provide direct access via reasonable telephone and email to experienced
and knowledgeable support personnel for advice and counsel on Customer’s use of the Software. Support
services shall be provided to Customer’s Tier 1 support personnel (“Support Representatives”), who
have completed Avtec’s system administrative training class, and shall be reasonably competent in the
use and operation of Avtec’s products. Only Support Representatives will contact Avtec for Support
purposes. Avtec will make all commercially reasonable efforts to address the problem identified by the
Support Representatives.
“Warranty” as to Products. The warranty period applicable to a Product (hardware or Software)
installed by Customer 15 months following the date on which the Product is shipped by Avtec to
Customer. Unless otherwise stated in a SOW, the warranty period applicable to a Product installed by
Avtec at Customer’s site is one (1) year following the date on which installation commences. Customer
agrees that time is of the essence with respect to this warranty period and Avtec shall have no obligation
to accept returns for any reason following expiration of the warranty period. During the Warranty period,
Avtec technical support shall be limited to providing telephone assistance as necessary to cause the
licensed Products to perform in accordance with its Specifications.
“Version” means the distribution of licensed Software by Avtec such that ongoing changes made to such
Product are designated usually in the form of a Major Release or a Minor Release or a Patch.
ScoutCare Terms and Conditions V2 2-28-2020 3 of 11
SCOUTCARE™ MAINTENANCE & SUPPORT
Software Maintenance and Support Services.
1. In consideration of fees, Avtec shall make available to Customer for each Scout system covered
by this Agreement the following services during the Term, which are further described in
Appendix A attached hereto (the “Services”).
a. Major Releases, Minor Releases, and Patches.
b. Telephone support during support hours for consultation and problem resolution. Support
hours are 8AM to 7PM EST, excluding Avtec holidays (as set forth in Appendix A), and
telephone support shall be toll free in the United States and Canada.
c. Telephone Critical Priority support for serious system problems outside of support hours
(24x7x365).
d. Secure access to an online customer portal to access information resources for Avtec
Products.
e. Remote upgrade assistance provided to Tier 1 Support Representative. Optional on-site
assistance is available at additional cost.
f. Scout Administrative Training Class (online or at Avtec Headquarters) for two (2)
individuals identified by Customer plus one (1) additional individual per $50,000 per year
in ScoutCare revenue. Classes will be scheduled at mutually agreed times. Customer is
responsible for travel expenses. Two (2) Scout Administration Classes can be traded for
one (1) Scout Advanced class.
2. ScoutCare Software Maintenance Fee. Customer shall pay Avtec an annual fee based on a
percentage of price of software licenses.
a. The fee shall include pro-rated amounts for additional licenses added to the system during
the prior year, calculated from the warranty expiration date to the expiration of the
ScoutCare term, to align all renewal dates.
b. Avtec reserves the right to increase the rate payable on an annual basis.
3. ScoutCare Hardware Maintenance Option. ScoutCare Software Maintenance customers may
also purchase a hardware maintenance option. Hardware Maintenance is only available with
purchase of ScoutCare Software Maintenance.
a. Hardware Maintenance fees shall be quoted based on hardware purchased.
b. Avtec will, at its option, attempt to repair a defective product or component, or replace
the item with a like or similar component at no cost to the customer exclusive of shipping
to Avtec’s headquarters. Only defects occurring under normal use and service will be
covered. Replacement components may be new or reconditioned.
c. Due to product changes, component obsolescence, and parts availability, Avtec cannot
always guarantee an exact form, fit, and function replacement component for the defective
item. Avtec will make every effort to avoid or minimize the impact of such situations, but
is only obligated to replace or repair the defective item. All replaced items become the
property of Avtec.
d. Equipment must be returned via Avtec’s Return Merchandise Authorization (“RMA”)
program and identified as covered under ScoutCare hardware maintenance. Avtec will
check all serial numbers of returned equipment against serial numbers covered by
ScoutCare.
ScoutCare Terms and Conditions V2 2-28-2020 4 of 11
e.Firmware and hardware update modifications will be applied to returned items as needed,
at Avtec’s discretion.
4.Term and Termination.
a.For a (1) year ScoutCare Contract - The term of the Agreement shall be one (1) year and
will be eligible for renewal at then current rates. This Agreement may be canceled by
either Party giving the other a minimum of ninety (90) days written notice of cancellation,
but this Agreement shall remain in full force and effect during said notice period. In
addition, if either Party breaches this Agreement and such breach remains uncured more
than thirty (30) days after written notice of breach is given to the breaching Party, the
other Party may terminate the Agreement immediately by written notice to the breaching
Party. If Avtec breaches the agreement, a pro-rated refund will be provided for the
remaining period.
b.For a multi-year ScoutCare Contract - The term of the Agreement shall be (X) years and
will be eligible for renewal at then current rates. Cancellation of this agreement can be
negotiated with the Avtec legal team, but will be subject to penalties and fees.
c.In the event sufficient funds are not appropriated for the payment of all payments
required to be paid in the next succeeding Term, City may terminate the Agreement at
the end of the Original Term or the then current Renewal Term, as the case may be, and
City shall not be obligated to make payments provided for in this Agreement beyond the
then current term. City agrees to give notice to Lessor of such termination at least sixty
(60) days prior to the end of the then current term or, if non-appropriation has not
occurred by that date, promptly upon the occurrence of non-appropriation.
5.ScoutCare Lapse and Reinstatement Fee. Customers who allow Software Maintenance lapse
must purchase ScoutCare coverage calculated from the original renewal date to present (the lapsed
fee), plus a minimum of 12 months. In addition, if the lapse is longer than 30 days, an additional
fee equal to twenty-five percent (25%) of the lapsed fee is required to reinstate ScoutCare.
6.Exclusions
a.ScoutCare does not provide for the cost of personal computer or server operating system
upgrades or updates, or maintenance on other third-party products supplied by Avtec,
unless explicitly quoted by Avtec.
b.Avtec ScoutCare does not cover issues related to third- party equipment, software, and
their configuration provided by others. This includes customer’s network infrastructure,
customer supplied computers, software applications, radio/telephony systems and
accessories not provided by Avtec.
c.Hardware Maintenance includes only items supplied by Avtec and does not cover theft,
accidental or intentional physical damage, flooding, condensation, mold, lightning and
electrical surges, spilled liquids, misuse, abuse, products with missing or altered serial
numbers, or damage caused by unqualified repair personnel.
7.Third Party Device Support. Avtec does not provide support for third party hardware and
software that is not supplied by Avtec as a part of the console system.
8.Eligibility for New Releases. In the event Customer chooses not to install a newer Version of the
Software made available to Customer during the term of its ScoutCare, Customer shall maintain
licensing rights to use any Version of the Software with a GCA release date prior to expiration of
its ScoutCare coverage.
ScoutCare Terms and Conditions V2 2-28-2020 5 of 11
9. Warranty Disclaimer. NOTWITHSTANDING ANYTHING HEREIN TO THE
CONTRARY, AVTEC MAKES NO WARRANTIES OR REPRESENTATIONS OF
ANY KIND AS TO ANY SERVICE PROVIDED HEREUNDER. AVTEC
HEREBY DISCLAIMS ALL IMPLIED WARRANTIES OF ANY KIND,
INCLUDING BUT NOT LIMITED TO, IMPLIED WARRANTIES OF
MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE.
10. Limitation of Liability and Remedies. THE LIABILITY OF AVTEC ARISING
OUT OF OR RELATING TO SCOUTCARE OR ANY SERVICES PROVIDED BY
AVTEC UNDER OR IN CONNECTION WITH SCOUTCARE SHALL BE LIMITED
TO THE ACTUAL AMOUNTS PAID TO AVTEC FOR SOFTWARE MAINTENANCE,
AND THE SOLE REMEDY OF CUSTOMER OR OTHER CLAIMANT AGAINST
AVTEC SHALL BE TO RECOVER SUCH AMOUNTS, UPON PAYMENT OF WHICH
AVTEC SHALL BE RELEASED FROM ALL FURTHER OBLIGATION AND
LIABILITY TO CUSTOMER OR SUCH OTHER CLAIMANT. IN NO EVENT SHALL
EITHER PARTY BE LIABLE FOR PUNITIVE DAMAGES, OR DAMAGES FOR
LOST PROFITS, OR ANY INCIDENTAL, INDIRECT OR CONSEQUENTIAL
DAMAGES OF ANY KIND, EVEN IF SUCH PARTY IS AWARE OF THE
POSSIBILITY OF SUCH DAMAGES
ScoutCare Terms and Conditions V2 2-28-2020 6 of 11
Appendix A
ScoutCare™ Maintenance and Support Services
Software Maintenance
A primary benefit of ScoutCare is its provision for software maintenance, which falls into four categories:
1.Adaptive – modifying the software to cope with changes in operating systems, hardware platforms,
and integrations to external systems. Console systems integrate many third-party systems and
components, most of which include complex software. As these change over time, compatibility
modifications and regression testing are mandatory. Security vulnerabilities also must be addressed
as discovered. Adaptive software maintenance provides compatibility with the latest versions of
Windows, radio and telephone systems.
2.Perfective – implementing functional enhancements to the software. Examples are new user
interface features, connectivity, and improvement in management tools.
3.Corrective – diagnosing and fixing errors. No system is perfect, so issues are resolved on a priority
basis. Patches are occasionally released if a high impact/high urgency issue emerges, while errors
with workarounds are fixed in Minor Releases or Major Releases.
4.Preventive – increasing software maintainability or reliability to prevent future problems. Better
diagnostics, improvements in redundancy mechanisms, and better error handling of user input are
some examples of preventative software maintenance.
New Versions with new capabilities are released several times a year with Patches released from time
to time to address specific issues. Avtec console systems covered by a ScoutCare agreement are entitled
to use newer versions of their existing software licenses released during the ScoutCare term. Both
application Software and any required firmware updates for Avtec Products are included.
Remote Support
Avtec maintains a team of Support engineers for telephone and remote support of Avtec systems. They can
answer questions on configuration and help troubleshoot issues during business hours, and are also
available 24-hours x 356 for Critical Priority support. Avtec systems are mission/business critical to our
customers and integrate into complex IP environments, so Avtec takes support seriously. Avtec’s
Maintenance and Support program is staffed with a team of professionals that are involved in system
implementations, project management, training and customer support. They are backed by a professional
services team of software development and quality control engineers, to ensure complex escalated issues
receive careful analysis. Avtec continuously provides these teams with the latest radio systems, virtualized
test environments, and training to ensure both capability and capacity for proper Support delivery.
Technical Training Classes
ScoutCare provides training online or at Avtec’s South Carolina headquarters for technical staff. This
training is aimed at the System Administrator level and is based on the latest version of software. Tuition
is waived for two persons (or 1 person in the Advanced Class). Additional personnel may attend at Avtec’s
normal rates. (Travel and daily expenses are not included.)
ScoutCare Terms and Conditions V2 2-28-2020 7 of 11
Option for Hardware Maintenance
Avtec offers a Hardware Maintenance option to provide repairs or replacements on hardware products and
accessories. After requesting an RMA number, items are shipped at customer expense to Avtec’s factory
for repair and testing. Items are returned with pre-paid standard ground shipping and with at least 90 days’
coverage, which may extend beyond the expiration of your ScoutCare Hardware agreement.
Because ScoutCare Hardware Maintenance customers may need a particular item returned faster, we also
offer an expedited shipping service. Expedited shipping service may be requested on a case-by-case basis
and does not affect the rate paid for Hardware option services. Urgent repairs qualify for Advanced
Replacement (loaner) components and expedited shipping. Advanced Replacement starts when you place
a RMA order, which may be performed via phone, and you need a part shipped immediately while your
original part is being processed for repair. Advanced Replacement items will be shipped via overnight
(next business day), early a.m., delivery to minimize the impact on your business. Customers are expected
to return the failed part immediately for repair processing. The customer will not pay the expedited
shipping charge as long as the Advanced Replacement item is returned within 30 calendar days of
receiving the repaired item. Items not returned within the 30-day period will be invoiced at the prevailing
retail rate. A purchase order or credit card will be requested before issuing the invoice, however if this is
not obtained, the invoice will be generated and the account will be placed on credit hold until paid.
Customers not covered by ScoutCare Hardware Maintenance are ineligible for Advanced Replacement
parts. Customers on a demand service will need to submit a P.O. or credit card to for repair under RMA,
or purchase replacement parts needed overnight, loaners are not available. Those parts will carry a 90-day
warranty from date of shipment, for Avtec manufactured products. “Third party equipment” may require
additional time to process. Replaced items will be warrantied for 90 Days from ship date, or will be
included in the Hardware Maintenance program, whichever is longer.
Customer Responsibilities
•Customer will be responsible to designate an on-site technical support person (Customer employee
or Avtec) with current (within three years) training certification on the Avtec system. That
person(s) will be responsible to communicate and work toward problem resolution with the Avtec
Technical Support Team.
•Customer will have adequate supply of critical spare parts as recommended by Avtec.
•It is recommended when practical that customer maintain a lab/demo system to support
familiarization and piloting of new software releases prior to installation on a production system.
•Upon request by Avtec, customer will provide Avtec with remote access into the system in order
for Avtec to troubleshoot issues.
•Upon notice from Avtec of a new version release, customer will be responsible for downloading
the release within the term of this ScoutCare Maintenance Agreement. The Parties agree that email
notice will meet this requirement.
ScoutCare Terms and Conditions V2 2-28-2020 8 of 11
Tier-1 Maintenance Expectations for End-User Customers or their Local Service Providers
Tier-1 trained technical resources at customer site locations are critical to properly evaluate communication
system issues, to complete “first look” maintenance actions, and to maintain the high operational
availability of communication systems and capabilities. To meet this need, Avtec provides dispatcher and
system administrator training for all dispatch console end-user customers and/or their Tier-1 local support
providers. Avtec customers on ScoutCare™, our Software Maintenance Program, are also entitled to
recurring system administrator training at our Lexington, SC HQ facility.
At Avtec, we service what we sell, and we’re available 7x24x365 to provide support for all of our customers
with systems under warranty, and for customers on ScoutCare™. Our Tier-2 support, (expert second
level), is remote, and is reliant on Tier 1 input and feedback from knowledgeable and trained resources at
or near the customer locations.
In the event a customer cannot commit their own resources, or local service provider resources, for training
and maintenance support, Avtec can provide pricing for Tier-1 local/on-site support via Avtec employees
or through our network of partners. Regardless of the resource designated to provide Tier-1 support, Avtec
enables local support resources to perform the following functions:
1. Attend system administrator training.
a. Access the Avtec Customer Portal for technical documentation.
2. Act as the primary liaison with Avtec Customer Support (CS) for all Avtec dispatch console
technical matters.
3. Perform “first look” maintenance for any suspected dispatch console related issues. First look, or
Tier- 1 maintenance expectations include:
a. Respond to initial dispatcher requests for technical support.
i. Perform preliminary fault isolation. Eliminate the customer network, PBX,
radios, recorders, or other third party peripherals as a source of the issue.
ii. Ensure the IP network (routers, switches, hubs, protocol changers, etc.) and
cabling that interconnects with the dispatch console system components are
functional.
iii. Verify unicast and multicast traffic flow.
b. Determine whether or not the issue with the dispatch console can be resolved at Tier-1 or
if it should be escalated for Tier-2 support from Avtec CS engineers.
c. Open and track Tier-2 tickets with Avtec CS.
d. Coordinate all Avtec Tier-2 maintenance activity with local site end-users.
e. Complete any locally required maintenance tasks under the direction of Avtec CS Tier-2
engineering.
f. Perform all local moves, additions, and changes (basic system administrator actions).
g. Perform console, VPGate, Frontier resets.
h. Verify Avtec Scout, VPGate, and Frontier configurations and settings.
i. Record fault data.
i. Indications (i.e., no PTT, no TX or RX, console locked up).
ii. Date and Time.
iii. Impact/Severity of Outage.
iv. Collect and upload Log files as needed to the Avtec FTP server.
ScoutCare Terms and Conditions V2 2-28-2020 9 of 11
v. Network packet capture (PCAPS) from consoles and VPGate.
j. Implement SW patches and/or upgrades. Follow Tier-2 engineering instruction/direction
for SW patching and/or upgrade.
k. Physical HW replacement in the event of failure.
l. Training of new end-users after preliminary training by Avtec has been provided.
m. Maintain records of system design and layout, including IP addresses and Hostnames
(where possible); provide this data to Avtec as needed for Tier-2 support.
n. Utilize the “Scout Issue Resolution Checklist” (provided separately) to assist Tier-2
engineers with fault isolation and resolution.
Avtec engineering resources are available to support our customers pursuant to the Service Level
Agreement (SLA) detailed in our basic contract and/or ScoutCare agreement. Locally (trained) technical
resources will help facilitate rapid resolution of issues, and ensure high system availability.
If there are any questions regarding Tier-1 or Tier 2 support, please contact Abe Gibson, Director of
Customer Success at +1.803.358.3312.
Avtec Responsibilities
Services to be provided for customer under the ScoutCare program:
1. Avtec will provide remote Technical Support (described below) for customer during Avtec’s
normal Operating hours (defined below).
2. Avtec will provide remote Technical Support for customer for Critical Priority issues (defined
below), at any time.
3. Avtec will provide hardware replacement service (RMA Support) for customer during Avtec’s
normal Operating hours (defined below).
4. RMA repair request is made from customer; RMA is processed within 4 business hours of form
submission.
5. RMA advance replacement request is made from customer; form complete and RMA is processed
within 2 hours.
6. 90% of the calls will be responded to within 60 seconds during Avtec business hours.
7. 90% of calls will be responded to within 180 seconds after business hours and on weekends.
8. Each Support call will be logged and assigned a priority status of Critical, Urgent, or Normal. The
following section lists responses based on each priority.
ScoutCare Terms and Conditions V2 2-28-2020 10 of 11
Avtec Responses by Priority Status
Priority: Critical
Definition Customer’s system is substantially degraded and normal operations are
not possible.
Response Time 30 Minutes
Resolution
Commitment
Issue will be worked continuously until resolution
Escalation Process If Customer Support Team is unable to resolve within 1 hour they will escalate
to the appropriate member of the engineering team.
Escalation to Management Team in 2 hours if issue is still unresolved. A
determination of additional resources will be made at that time.
Update to customer will be made every 2 hours until resolution.
Call Closure
Requirement
Call will be closed when system is running without impact for 48 hours and
customer is satisfied with resolution.
Priority: Urgent
Definition Limited operational impact, able to work but with limitations
Response Time 60 Minutes
Resolution Issue will be worked on a priority basis
Priority: Normal
Definition No impact to business, questions or informational
Response Time 1 Business Day
Resolution
Commitment
Issue will be queued for resolution based on workload and other priority cases.
Escalation Process If Customer Support Team is unable to resolve within 5 business days they will
escalate to the appropriate member of the engineering team.
Escalation to Management Team in 10 business days if issue is still unresolved.
A determination of additional resources and time frame of resolution will be
made at that time.
Call Closure
Requirement
Call will be closed when customer accepts resolution.
ScoutCare Terms and Conditions V2 2-28-2020 11 of 11
Contacts & Operating Hours
Contact Phone Numbers & Email
•+1.803.358.3601 (Toll-free for US and Canada)
•+1.800.545.3034
•CustomerSupport@avtecinc.com
•RMARequest@avtecinc.com
Location of Service Delivery
•100 Innovation Place, Lexington, SC 29072 USA
Hours of Operation
•Business hours support: Monday – Friday 8:00 AM– 7:00 PM EST
•After hours Critical Priority support: Monday – Friday 7:01 PM – 7:59 AM EST, 24-hour
coverage Saturday, Sunday and Holidays
Avtec Holiday List
New Year’s Day Thanksgiving Day
Martin Luther King Day Day after Thanksgiving day
Memorial Day Day after Thanksgiving day
July 4th Christmas Eve
Labor Day Christmas Day
Escalation Contacts
Additional assistance is available to ScoutCare Customers via Avtec’s escalation process. In the event
a ScoutCare customer is not satisfied with the support we are providing or have provided, has
questions regarding our support process, or wishes to discuss and obtain additional assistance, the
following from the Services & Solutions Management team are available to support you:
Nathan Hooks, Customer Support Manager
Direct Dial: +1.803.358.3433
Email: nhooks@avtecinc.com
Escalation emails will be answered within one business day; escalation phone calls and/or messages
will be responded to within 30 minutes.
For any customer matter that cannot be resolved by the Customer Support team or by Customer
Support Managers please contact:
Abe Gibson, Director of Customer Success
Phone: +1.803.358.3412
Email:agibson@avtecinc.com