Common use of Service Coverage Clause in Contracts

Service Coverage. The regions in the map below illustrate the core geographical coverage for this framework. The Contractor must provide the same level of support, maintenance and service, regardless of a Framework Public Body’s size or geographical location. In order to support remote and off-shore areas in line with the required SLAs it may be necessary to utilise local arrangements. Support & Maintenance Critical Response – 2 Hours Standard Response (VHV) – 2 Hours Standard Response – next Working Day but no later than 24 Hours from fault report Fix Time – 4 Hours First Time Fix – SLA 95% Monday to Friday, 09:00 – 17:00* * or as agreed with Framework Public Bodies. This and the following 95 pages comprise Schedule 1b to the Framework Agreement between the Scottish Ministers and Canon UK Ltd SCHEDULE 1B – Technical Response REDACTED This and the following 4 comprise Schedule 2 to the Framework Agreement between the Scottish Ministers and Canon UK Ltd SCHEDULE 2 - PRICING SCHEDULE

Service Coverage. The regions in the map below illustrate the core geographical coverage for this framework. The Contractor must provide the same level of support, maintenance and service, regardless of a Framework Public Body’s size or geographical location. In order to support remote and off-shore areas in line with the required SLAs it may be necessary to utilise local arrangements. Support & Maintenance Critical Response – 2 Hours Standard Response (VHV) – 2 Hours Standard Response – next Working Day but no later than 24 Hours from fault report Fix Time – 4 Hours First Time Fix – SLA 95% Monday to Friday, 09:00 – 17:00* * or as agreed with Framework Public Bodies. This and the following 95 108 pages comprise Schedule 1b to the Framework Agreement between the Scottish Ministers and Canon HP Inc UK Ltd Limited SCHEDULE 1B – Technical Response REDACTED This and the following 4 pages comprise Schedule 2 to the Framework Agreement between the Scottish Ministers and Canon HP Inc UK Ltd Limited SCHEDULE 2 - PRICING SCHEDULE

Service Coverage. The regions in the map below illustrate the core geographical coverage for this framework. The Contractor must provide the same level of support, maintenance and service, regardless of a Framework Public Body’s size or geographical location. In order to support remote and off-shore areas in line with the required SLAs it may be necessary to utilise local arrangements. Support & Maintenance Critical Response – 2 Hours Standard Response (VHV) – 2 Hours Standard Response – next Working Day but no later than 24 Hours from fault report Fix Time – 4 Hours First Time Fix – SLA 95% Monday to Friday, 09:00 – 17:00* * or as agreed with Framework Public Bodies. This and the following 95 85 pages comprise Schedule 1b to the Framework Agreement between the Scottish Ministers and Canon UK Ltd Workflo Solutions (scotland) Limited SCHEDULE 1B – Technical Response REDACTED This and the following 4 pages comprise Schedule 2 to the Framework Agreement between the Scottish Ministers and Canon UK Ltd WORKFLO SOLUTIONS (SCOTLAND) LIMITED SCHEDULE 2 - PRICING SCHEDULE

Service Coverage. The regions in the map below illustrate the core geographical coverage for this framework. The Contractor must provide the same level of support, maintenance and service, regardless of a Framework Public Body’s size or geographical location. In order to support remote and off-shore areas in line with the required SLAs it may be necessary to utilise local arrangements. Support & Maintenance Critical Response – 2 Hours Standard Response (VHV) – 2 Hours Standard Response – next Working Day but no later than 24 Hours from fault report Fix Time – 4 Hours First Time Fix – SLA 95% Monday to Friday, 09:00 – 17:00* * or as agreed with Framework Public Bodies. This and the following 95 80 pages comprise Schedule 1b to the Framework Agreement between the Scottish Ministers and Canon Konica Minolta Business Solutions UK Ltd SCHEDULE 1B – Technical Response REDACTED This and the following 4 pages comprise Schedule 2 to the Framework Agreement between the Scottish Ministers and Canon Konica Minolta Business Solutions UK Ltd SCHEDULE 2 - PRICING SCHEDULE

Service Coverage. The regions in the map below illustrate the core geographical coverage for this framework. The Contractor must provide the same level of support, maintenance and service, regardless of a Framework Public Body’s size or geographical location. In order to support remote and off-shore areas in line with the required SLAs it may be necessary to utilise local arrangements. Support & Maintenance Critical Response – 2 Hours Standard Response (VHV) – 2 Hours Standard Response – next Working Day but no later than 24 Hours from fault report Fix Time – 4 Hours First Time Fix – SLA 95% Monday to Friday, 09:00 – 17:00* * or as agreed with Framework Public Bodies. This and the following 95 83 pages comprise Schedule 1b to the Framework Agreement between the Scottish Ministers and Canon Epson UK Ltd Limited SCHEDULE 1B – Technical Response REDACTED This and the following 4 pages comprise Schedule 2 to the Framework Agreement between the Scottish Ministers and Canon Epson UK Ltd Limited SCHEDULE 2 - PRICING SCHEDULE

Service Coverage. The regions in the map below illustrate the core geographical coverage for this framework. The Contractor must provide the same level of support, maintenance and service, regardless of a Framework Public Body’s size or geographical location. In order to support remote and off-shore areas in line with the required SLAs it may be necessary to utilise local arrangements. Support & Maintenance Critical Response – 2 Hours Standard Response (VHV) – 2 Hours Standard Response – next Working Day but no later than 24 Hours from fault report Fix Time – 4 Hours First Time Fix – SLA 95% Monday to Friday, 09:00 – 17:00* * or as agreed with Framework Public Bodies. This and the following 95 82 pages comprise Schedule 1b to the Framework Agreement between the Scottish Ministers and Canon UK Ltd XMA Limited SCHEDULE 1B – Technical Response TECHNICAL RESPONSE REDACTED This and the following 4 pages comprise Schedule 2 to the Framework Agreement between the Scottish Ministers and Canon UK Ltd XMA Limited SCHEDULE 2 - PRICING SCHEDULE

Service Coverage. The regions in the map below illustrate the core geographical coverage for this framework. The Contractor must provide the same level of support, maintenance and service, regardless of a Framework Public Body’s size or geographical location. In order to support remote and off-shore areas in line with the required SLAs it may be necessary to utilise local arrangements. Support & Maintenance Critical Response – 2 Hours Standard Response (VHV) – 2 Hours Standard Response – next Working Day but no later than 24 Hours from fault report Fix Time – 4 Hours First Time Fix – SLA 95% Monday to Friday, 09:00 – 17:00* * or as agreed with Framework Public Bodies. This and the following 95 88 pages comprise Schedule 1b to the Framework Agreement between the Scottish Ministers and Canon Ricoh UK Ltd SCHEDULE 1B – Technical Response REDACTED This and the following 4 pages comprise Schedule 2 to the Framework Agreement between the Scottish Ministers and Canon Ricoh UK Ltd SCHEDULE 2 - PRICING SCHEDULE

Service Coverage. The regions in the map below illustrate the core geographical coverage for this framework. The Contractor must provide the same level of support, maintenance and service, regardless of a Framework Public Body’s size or geographical location. In order to support remote and off-shore areas in line with the required SLAs it may be necessary to utilise local arrangements. Support & Maintenance Critical Response – 2 Hours Standard Response (VHV) – 2 Hours Standard Response – next Working Day but no later than 24 Hours from fault report Fix Time – 4 Hours First Time Fix – SLA 95% Monday to Friday, 09:00 – 17:00* * or as agreed with Framework Public Bodies. This and the following 95 103 pages comprise Schedule 1b to the Framework Agreement between the Scottish Ministers and Canon UK Ltd Xerox (UK) Limited SCHEDULE 1B – Technical Response REDACTED This and the following 4 pages comprise Schedule 2 to the Framework Agreement between the Scottish Ministers and Canon UK Ltd Xerox (UK) Limited SCHEDULE 2 - PRICING SCHEDULE