Does response time differ for prime maintenance periods versus standby or on-call maintenance • periods? Does response time vary by time of day or day of week? • What is the Contractor expected to do within the response time? • Are there different maintenance periods (principal periods of maintenance versus secondary) with • different levels of required support? What type of support is required? On-site? Use of remote diagnostics? Hot line support? email • response? What is the requirement for availability of parts over the system life? • O. Preventive Maintenance What preventive maintenance is expected from the Contractor? • What is included? • When will it be performed? Business hours or after? • How long does it take? • What is the system downtime during preventive maintenance? • P. Warranty What warranty provisions will be acceptable from the Contractor? • What is the time period for the warranty? • Do you require the Contractor to warrant software as bug free? Virus free? Free of "harmful code"? • Do you require the Contractor to warrant that the seller has the right to sell the software? • Do you require a warranty for free repair for defects appearing within a given time? Or for repair of • defective parts? What about post warranty maintenance? • Q. Technology Refreshment Will the contract require or allow for technology refreshment? • Before or after initial delivery? • At same or lower cost only? • Will cost increases be allowed if improved functionality is provided? • R. Security Requirements What are the security issues? • What are the threats? • How much security is desired? • How much security can be afforded? • What is the tradeoff between risks and costs? •
• Does response time differ for prime maintenance periods versus standby or on-call maintenance periods? • Does response time vary by time of day or day of week? • What is the Contractor expected to do within the response time? • Are there different maintenance periods (principal periods of maintenance versus secondary) with different levels of required support? • What type of support is required? On-site? Use of remote diagnostics? Hot line support? email response? • What is the requirement for availability of parts over the system life? O. Preventive Maintenance • What preventive maintenance is expected from the Contractor? • What is included? • When will it be performed? Business hours or after? • How long does it take? • What is the system downtime during preventive maintenance? P. Warranty • What warranty provisions will be acceptable from the Contractor? • What is the time period for the warranty? • Do you require the Contractor to warrant software as bug free? Virus free? Free of "harmful code"? • Do you require the Contractor to warrant that the seller has the right to sell the software? • Do you require a warranty for free repair for defects appearing within a given time? Or for repair of defective parts? • What about post warranty maintenance? Q. Technology Refreshment • Will the contract require or allow for technology refreshment? • Before or after initial delivery? • At same or lower cost only? • Will cost increases be allowed if improved functionality is provided? R. Security Requirements • What are the security issues? • What are the threats? • How much security is desired? • How much security can be afforded? • What is the tradeoff between risks and costs?