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iv) If the Device has been at the Purchasing Entity's location for more than five (5) years, <br />then Maintenance Agreement pricing shall not exceed 107% of the Service and Supply <br />pricing in this Master Agreement for years 5 through 7, and 110% for years 8 and beyond. <br />The Service and Supply pricing that will be used for this calculation will be based on the <br />following: <br />1) The Group and Segment to which the Device is categorized; and <br />2) The Service and Supply pricing for that Group and Segment, as listed under Newly <br />Manufactured Equipment in this Master Agreement. <br />4.4.3. Service Requirements <br />a) Technicians. All technicians shall be factory trained by the OEM and certified to Service the <br />Devices. <br />b) Standard Service Levels. Participating States and/or Entities may negotiate their own Service <br />Level Agreement (SLA) with the Contractor. The SLA, must, at a minimum, adhere to the <br />following requirements: <br />f) End -User Training <br />1) An initial, no charge, on -site, one -hour training session for each Device, must be <br />offered by Contractor for all non -desktop Products placed at each Purchasing Entity's <br />location. For drop -shipped or desktop Products, Contractor shall offer an initial, one - <br />hour, no charge, web -based, or on-line training session. <br />2) Technical support training shall also be included in the initial, no charge training, and <br />will include network connectivity and print driver installation. This training will be in <br />addition to the one -hour of free training for Device operation. <br />3) If Purchasing Entity elects to exercise the training option, then Contractor shall <br />provide the training within ten (10) Business Days of Purchasing Entity's request. <br />4) Contractor shall offer additional on -site, one -hour training sessions for a flat rate fee. <br />Additional charges for travel and per diem, if applicable, must be disclosed to the <br />Purchasing Entity prior to Order placement. <br />5) Contractor must provide on -site or off -site operational training to designated <br />Purchasing Entity personnel, until the personnel are able to operate the Equipment <br />independently. Pricing for operational training shall be based on a flat rate fee. <br />Additional charges for travel and per diem, if applicable, must be disclosed to the <br />Purchasing Entity prior to Order placement. <br />6) Contractor shall provide Product literature, user -manuals, and access to on-line <br />resources, if available, at no charge to the Purchasing Entity. <br />7) Contractor shall provide a toll -free end -user technical support number that <br />Purchasing Entities can utilize for everyday minor troubleshooting. A Purchasing <br />Entity must be able to obtain assistance during Normal Business Hours. <br />8) Contractor shall provide phone/technical support within two (2) hours of Purchasing <br />Entity's request for assistance. <br />ii) Preventative Maintenance. Contractor shall perform all Preventative Maintenance <br />Services at the Manufacturer's suggested intervals, or as specified in an Order. <br />Preventative Maintenance shall not be a requirement on desktop Devices. <br />ili) Equipment Performance <br />Page 29 <br />Copiem and Managed Print Sewlces - RFP-NP-18-001, N9SPAYAWe=ol0t 4p@star Agreement Terms and Condiflm, CMS # 140603 <br />