Common use of Installation and Maintenance Services Clause in Contracts

Installation and Maintenance Services. In those instances when physical presence is required to perform installation and/or maintenance services and no on-site resource is available, Vendor will engage and dispatch Services personnel to address the request and/or resolve the issue. If services are performed by a Third Party, ACI would be billed directly by the Third Party. If Services are performed by Vendor, Vendor will invoice ACI for travel and living expenses as Pass-Through Expenses, and labor performed by non-ACI dedicated personnel would be billed via the rate card in Schedule C (Charges). a. Vendor will: (1) install, configure, and perform cumulative maintenance to Supported Server Standard Products, including the base operating system, operating system utilities, functions, features, program products, and other supported products, BIOS, firmware (storage, and peripheral devices), and hardware with ACI’s final approval of the implementation; Confidential Exhibit A-5 — Server Systems Management Services (2) establish a test and implementation plan, including backout contingencies, before each system upgrade Project; (3) schedule and coordinate system testing and implementation with the ACI Focal Point; and (4) communicate to the ACI Focal Point, via the change management process set forth in the Process Interface Manual, any installation prerequisites and any post install procedures that need to be followed after the installation is completed. b. ACI will: (1) provide Vendor with system requirements for each supported platform with specific customization, maintenance levels, and/or additional products required; (2) assist Vendor in establishing a test and implementation plan before each system version upgrade; the final approval of any hardware/software upgrade rests on ACI; (3) ensure compliance by End Users and ACI’s business units, via the change management process set forth in the Process Interface Manual, with any communicated change prerequisites and post change procedures; and (4) before the system maintenance or upgrade scheduled date, or upon Vendor’s request, verify to Vendor via the ACI Focal Point that all communicated prerequisites have been completed.