Service Level Agreements. 3.10.1 All Service Level Agreements shall meet thefollowing requirements: 3.10.1.1 Two (2) hour response time (acknowledgement) to all written or oral notices of a service requirement due to an equipment stoppage or malfunction. 3.10.1.2 A factory trained service technician, shall be on site before close business or within 4 hours at the start of the next business day. 3.10.1.3 Any Purchasing Entities that require a 24hr/7 days per week maintenance agreement will be negotiated during the PA process. 3.10.1.4 All parts that require maintenance by a service technician are to be included and considered part of the service repair plan. Failed/defective parts shall be replaced at no additional charge to the Participating Entity. 3.10.1.5 Consumable supplies shall be billed separately. 3.10.1.6 If the equipment includes licensed software, the Contractor shall provide software support. 3.10.1.7 Contractor shall maintain a service log for each piece of equipment at each location. Service log shall be available for Participating entity to review. 3.10.1.8 The Contractor shall supply loaner equipment at equal or greater functionality, at no additional charge, for any inoperable equipment exceeding three (3) business days from time of diagnosis. The Contractor may offer, in lieu of loaner equipment, to provide production or alternative services during the period of repair. This shall be mutually agreed upon in writing beforehand.
Appears in 3 contracts
Samples: Master Agreement for Mailing Equipment, Supplies and Maintenance, Master Agreement for Mailing Equipment, Supplies and Maintenance, Mailing Equipment, Supplies, and Maintenance Agreement
Service Level Agreements. 3.10.1 All Service Level Agreements shall meet thefollowing the following requirements:
3.10.1.1 Two (2) hour response time (acknowledgement) to all written or oral notices of a service requirement due to an equipment stoppage or malfunction.
3.10.1.2 A factory trained service technician, if required, shall be on site before close business or within 4 hours at the start of the next business dayhours.
3.10.1.3 Any Purchasing Entities that require a 24hr/7 days per week maintenance agreement will be negotiated during the PA process.
3.10.1.4 All parts that require maintenance by a service technician are to be included and considered part of the service repair plan. Failed/defective parts shall be replaced at no additional charge to the Participating Entity.
3.10.1.5 Consumable supplies shall be billed separately.
3.10.1.6 If the equipment includes licensed software, the Contractor shall provide software support.
3.10.1.7 Contractor shall maintain a service log for each piece of equipment at each location. Service log shall be available for Participating entity to review.
3.10.1.8 The Contractor shall supply loaner equipment at equal or greater functionality, at no additional charge, for any inoperable equipment exceeding three (3) business days from time of diagnosis. The Contractor may offer, in lieu of loaner equipment, to provide production or alternative services during the period of repair. This shall be mutually agreed upon in writing beforehand.of
Appears in 2 contracts
Samples: Request for Proposals, Request for Proposals
Service Level Agreements. 3.10.1 All Service Level Agreements shall meet thefollowing the following requirements:
3.10.1.1 Two (2) hour response time (acknowledgement) to all written or oral notices of a service requirement due to an equipment stoppage or malfunction.
3.10.1.2 A factory trained service technician, shall be on site before close business or within 4 hours at the start of the next business day.
3.10.1.3 Any Purchasing Entities that require a 24hr/7 days per week maintenance agreement will be negotiated during the PA process.
3.10.1.4 All parts that require maintenance by a service technician are to be included and considered part of the service repair plan. Failed/defective parts shall be replaced at no additional charge to the Participating Entity.
3.10.1.5 Consumable supplies shall be billed separately.
3.10.1.6 If the equipment includes licensed software, the Contractor shall provide software support.
3.10.1.7 Contractor shall maintain a service log for each piece of equipment at each location. Service log shall be available for Participating entity to review.
3.10.1.8 The Contractor shall supply loaner equipment at equal or greater functionality, at no additional charge, for any inoperable equipment exceeding three (3) business days from time of diagnosis. The Contractor may offer, in lieu of loaner equipment, to provide production or alternative services during the period of repair. This shall be mutually agreed upon in writing beforehand.provide
Appears in 2 contracts
Samples: Request for Proposals, Contract Amendment
