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MM, <br />City of South Bend <br />SBPD Body Camera / In, Car Video Camera Project <br />PANASONIC "PROTECTION P1,11S" WARRANTY <br />Any body worn Earnera u6t for which tine Ninisok "TWWW Plu' warrinly <br />laws bevi purdwsed wW, leteive �.Adifional comage for arri Ulm that occurs <br />dire to a ccidental dmage, <br />2 Software updates will be provided as part of ongoing maintenance at no additional cost, <br />Iasi g h t <br />Response: Confirmed, Arbitrator BWC device and Arbitrator ICV system firmwaire and <br />software updates are pushed out automatically for remote administration of the devices, <br />eliminating human intervention and reducing critical IT support time. The Panasonic <br />Arbitrator hardware is designed to allow changes to the system in the form of a firmware <br />update. TypicaUly, updates are available as they are released from the engineering team. <br />Alerts will be sent to SBPD as new features become available, along with instructions on <br />how to acquire and apply any updates. All updates, be it software version changes or <br />hardware firmware updates, undergo rigorous testing before being made available. <br />Panasonic software updates are included under Arbitrator's annual software licensing and <br />maintenance agreements. <br />3 Departmental users have access to a 24/7 Help Desk Service Phone Number for technical support during <br />or after normal business hours. <br />Response: Confirmed. For Arbitrator BWC technical support, Panasonic operates a US - <br />based, toll -free technical support hotline 24 hours per day, 365 days per year. <br />4 Vendor provides unilimited routine technical support during normal business hours. <br />Response: Confirmed. The Panasonic Arbitrator BWC system is supported both directly <br />by Panasonic and through premier authorized Panasonic Partners factory -certified to provide <br />first level support and service to SBPD. Panasonic also deploys certified analysts dedicated <br />to supporting Arbitrator hardware and software. Panasonic customer service is specifically <br />trained to meet the high demands of public safety organizations including: <br />• 24x7 ToU-Free Help Desk Support Hotline with 16-second average wait time <br />... .............. . .... . .. . . ......... . .................... . ......... . ... . ... . . ....... ___ -- - - ---_-_---- ................... . <br />September 7, 2017 Request for Proposal Response Page 1 1-10 <br />