25B - AGMT FOR PRINTING AND COPIERS

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I, SCOPE OF SERVICES Service Provider shall provide a Managed Print Services (MPS) proplim that tits the City's printing needs. The grog in shall include all of the City's prinking devices, exclluding wide format printers, plotters, dot matrix printers, label pri aters and any other types of printers that do not print on standard office paper sizes (i,e, 5,5" x 8S", 8.3" x I I', M" x 1.4", 1 l" x 17") under a management and maintenance program With supplies, Set -vice, pails and labor included. Paper is excluded. All cost will be covered and charged on a per click charge basis. Service Provider shall provide n2inagement and preventative maurtena ree for print and copier devices that lure installed and located throughout the City, Maintenance shall be Performed on -site at the City location of each unit in accordance with manufacturer specifications and recommendations for each respective unit. A full walk through of all e(Itti )wont sites is required, For non -networked units, service provider is required to pull meter reads manwAly in a timely manner, for billing cycle. Current inventory list must be. up to date and comnzun.icatcd. C3 Technology Services have been working with the City of Santa Ana providing MPS and adjusting to requests as needed. We will continue to keep an open communication to better our services and tine tune the process. C3 will perform on - site maintenance for each unit unless additional service is required. If a unil is required to be taken to our warehouse, a loaner device will be sent out to minimize downtime. C3 will continue to pull meter reads manually from non -networked devices until the City upgrades to networked devices A. Technicians - All technicians should be factory trained and certified on Shark USA, Canon USA and llewlett Packard equipment. All of our technicians are factory trained and certified with Sharp, Canon and HP. A reintroduction will be arranged be, ween C3 and the City to meet our new members and review expectations B. Service Cells - I. All service calls will be logged with, details of the technical issue and a vendor provided equipment identification number (to tdenfify equipment location and model information), 2. once logged, a teclydcia A nnrst contact the customer within 1 hour to provide an Estimated Timo of Arrival of on -site arrival, within 4 hours of initial service call. 3. lithe 4 hour response ral is after hours, the technician will arrive first thing the next business day based on the customer's hours of operation, 4. 'During any service calls, the technician will chock any wearable parts and the life expectancy Of coasut wble parts and replace as needed. 5, If parts need to be ordered, the technician wilt provide an Estimated'rime of Arrival to the customer for a resclieduled appointment. In this case or any outer reason the equipment is down for more than 1 day, a loanor with similar capabilities and Features will be provided by the vendor. f ` -------•--Ii.36 FNlcnrar Srn•In Anc,CA3D11iYt9 11`a(09V00 frae'. I79 4n1�2711 ,rrvr3lerh+olagy ;eMcas.--•-- 25B-12