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Andrews <br /> ® 2 Technology <br /> Maintenance and Support <br /> We only offer"Gold Support". Maintenance is available through your assigned support team or our toll free customer <br /> support center twenty-four hours-a-day; seven days-a-week. Any phone call received at our toll free support center is <br /> guaranteed to be responded to immediately. <br /> Software is updated with enhancements and fixes semi-annually. All software updates are included free of charge with <br /> Annual Maintenance. Updates are installed remotely upon the approval of the customer. As long as the customer pays <br /> their annual maintenance fee, all software updates, phone support, on-line support, on-site support and machine <br /> replacement are covered at no charge. <br /> Any hardware failure is resolved by complete machine replacement. We do not waste time looking to replace parts. Any <br /> machine that requires replacement will be replaced no later than the following morning. <br /> All support on the Novatime Software will be the responsibility of Andrews Technology. We do not outsource any of our <br /> support. Support will be available 24-7-365 and will always be from a certified Novatime technician, and a direct employee <br /> of Andrews Technology. <br /> Authorized Representative and Management Team <br /> Andrew R. Blundell (President) is authorized by the Board of Directors to enter into any and all negotiations with the City of <br /> Sunny Isles Beach. Your Andrews Technology/Novatime Management team consists of: <br /> Gil Honeycutt—Chief Operating Officer (15 years experience) gil@andrewstechnology.net <br /> Dave Robinson—Chief Technology Officer (18 years experience) dave@andrewstechnology.net <br /> m Nowotny— Senior Technician (18 years experience)jim(a andrewstechnologv.net <br /> om Pyatt—Senior Technician (16 years experience) tom@andrewstechnology.net <br /> Jamie Blundell—Vice President (7 Years experience)jamie@andrewstechnology.net <br /> Thank you again for the opportunity to respond. If you have any questions regarding our responses, please do not hesitate <br /> to contact us at(888) 357-7299 or me directly at(516) 697-3966 or ablundell(a�andrewstechnologv.net <br /> Sincerely, <br /> _C2 % <br /> Andrew R. Blundell <br /> President <br /> -® <br /> 1213 Culbreth Drive. Wilmington.NC 28405 (800)319-8096 <br /> www.andrewstechnologv.net (5 16)674-8119(Fax) <br />