HomeMy WebLinkAboutIBM 2018-10-30 — _ COU NO. 161 q- 113
Statement of Work for ServiceElite
Both of us agree to add the following Services as part of our ServiceElite contract
Service extension Support
Notwithstanding the IBM Software Maintenance terms of the ServiceElite contract or Passport Advantage Agreement,as applicable,the following terms
govern Service Extension Support.
1. Scope of Work
Service Extension Support(Service)includes remote assistance(from IBM's support center or by electronic access as specified below)in response
to problems discovered after a Product reaches end of service.
Product-specific terms are in Appendix A.Unless otherwise specified in Appendix A.default Service includes usage,known defect,and newly dis-
covered defect support as described below.IBM Software Maintenance or IBM Passport Advantage coverage are prerequisites for this Service.
1.1 Usage and Known Defect Support
IBM will provide assistance for routine,short-duration installation and usage(how-to)questions and code related questions.IBM will also assist on
supported product known defects for which corrective service information and fixes are available.This Service does not include preventive service,
or the provision of patches,bypasses,or fixes designed to address security,
1.2 New Defect Support
If the supported Product contains defects such that it does not conform to Program specifications when properly used in the supported operating
system environment for which the Program was designed,IBM will attempt to provide a corrective restriction,bypass,or fix package,that may require
prerequisite or co-requisite fix packages.IBM may determine that a resolution is not feasible due to size,complexity,or risk factors associated with
code implementation and dependent architectural modifications.Any fix is provided at the then-current maintenance level for the supported Product.
2. Client Responsibilities
Client agrees to install fix packages to update software to assist with problem resolution.If the fix package does not pass Client's test,IBM will use
reasonable efforts to re-work the problem.Client will maintain IBM Software Maintenance or IBM Passport Advantage coverage as appropriate for
the given Product.
3. Termination
IBM may withdraw this Service upon three months'written notice.Client may terminate the Service upon one month's written notice,after the Service
has been in effect for at least two months for each of the Eligible Machines and supported Products.Client will receive a credit for any remaining
prepaid period associated with the terminated Service.This Service does not automatically renew.
Appendix A: Product Specific Terms
A-1:AIX,I5fOS and IBM i
Refer to the supported Products listing for supported product and end of service details at https7dhwvw-Q3.9bm.com/ser.icestsu In inell2roductsl
Any newly acquired Eligible Machines and supported Products may be added upon written request,and once accepted by IBM will be reflected in
the Schedule and may result in changes to the charge for this Service.
A-2:Licensed Program Products
The following support is covered for AIX Licensed Program Products(LPPs)and IBM i LPPs.Refer to the supported products listing for supported
product and end of service details at httl2s:LA-v-my-03.ibm.com/services/suplinelproducts
Any newly acquired Eligible Machines and supported products may be added upon written request,and once accepted by IBM will be reflected in
the Schedule and may result in changes to the charge for this Service.
A-2a:AIX Usage and Known Defect Support for(LPPs)Option
if Client has chosen full shift hours of coverage,IBM will use commercially reasonable efforts to respond to all other service calls within four
hours.
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A-2b:AIX New Defect Support for(LPPs)Option
IBM will provide new defect assistance for Severity 1 and Severity 2 problems on supported Products for which Clent is entitled to rece ve
support under the terms of the IBM Program I.cense.
IBM's Data Processing Addendum (DPA)at http:llibm.comldpa and the DPA Exhibit at https:I/www.ibm.comimysupporVslarticielsuRnort-privacy
apply and supplement the Agreement, if and to the extent the European General Data Protection Regulation(EU120161679)applies to Client Personal
Data,as described in the DPA.
This Statement of Work,its applicable Transaction Documents,applicable Attachments,and the Agreement in effect between us comprise the complete
agreement regarding the Services described and replace any prior oral or written communications between Client and IBM.Each party accepts the terms
of this Statement of Work by signing this Statement of Work by hand or,where recognized by law,electronically.
As used in this Statement of Work,"Client","Customer","you"and"your"refer to the contracting entity identified below.
Agreed to: Agreed to:
CITY OF UKIAH(Client) International Business Machines Corporation(IBM)
By i By
Authorized signature Authorized signature
Name(type or print): aL�� w.0 Name(type or print):
Date: jo 30 - :: Date:
Enterprise number:01802228 Reference Attachment number:MA127GO
Statement of Work number:AM95J4
Enterprise address: IBM address:
CITY OF UKIAH ISM CORPORATION
-MAINT SVCS USE ONLY- 6303 BARFIELD RD NE
300 SEMINARY AVE ATLANTA,GA 303284233
UKIAH CA 95482-5440
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