IT Support - Only Residence of Germany - (Onsite, 5 Days a week)

1. Requirements to Onsite Support, incl. VIP Support

2. For Onsite Services, the support shall be included:

· Warranty Service

· Software Service

· Break Fix Service

· Cost Proposals

· IMAC

· Technical Courier

· Service PC or Mobile device

· Replacement Unit Stock

· Additional Resourcing Onsite/Project Delivery

· Hardware lifecycle management in ServiceNow

· Printer and in house accessories (screen, desktop etc)

· Hardware connection like LAN cable reseating and connection/ disconnection with the guidance on Infrastructure team.

1. Onsite support shall also include our AV management system on a day-to-day basis including:

o Video support,

o Problems with HDMI cables and presentation (change of HDMI cables),

o Problems with end users using presentation/sound,

o Problems with outlook bookings (Wrong room/Wrong Meeting ID/No able to book room) (Forward meeting to a meeting room can fix many thinks) (only inside outlook),

o Problems with Touch panels (Almost every time broken PDS cables),

o Problems with dialing into a meeting (OBTP or via Join MS-Teams app) (Often check the data of the meeting invitation) &

o Physical onsite support in the room or if a video system needs RMA or other type of onsite service.

2. Wallboards

o Problems with HDMI switches,

o Problems with HDMI cables,

o Problems with wallboard PC´s and screen configurations,

o Problems with Meeting room displays (often is the fix a reboot),

o Problems with Transaction monitor not reloading the Webpage on the attach PC,

o Identifying defective equipment that need to be replaced. (typical Screen to Screen).