SOW.docx

Performance Work Scope Contractor will provide said software support for one year at date to be determined.

• Support coverage will be from 8:00am to 5:00pm Monday through Friday.

• Response time will be: follow up call within four hours and someone on-site within 24 hours.

• Should support be required between the hours of 6:30am and 8:00am, client may call respond within the stated response time agreement.

• Should support be required between the hours of 5:00pm and 6:30am, the said support services will incur a surcharge with a minimum one hour charge.

• All out-of-pocket expenses will be the responsibility of the contractor unless out of town travel is required.

• First three support issues shall be included at no additional cost.

• Additional support issues (beyond the first three) will be provided at a fixed price of $___ per support issue.

• The contractor will maintain Wonderware support on behalf of Watervliet Arsenal for the duration of the support term. Any and all cost for such support will be the sole expense of the contractor.