Agenda Packet_2022-12-06 - Laserfiche WebLink

Home Browse Search

DocuSign Envelope ID: FA12C758-3EF4-45F3-BODF-724674D71270 44 Do your warranties impose usage restrictions or other Rather than imposing usage restrictions or other limitations on our warranty services, limitations that adversely affect coverage? CDW•G enhances coverage options for Sourcewell members through our warranty extensions and uplifts. As stated in Question 43, our experience is that many customers choose the standard OEM warranty for their purchase. Which is fine. In instances where the OEM warranty isn't sufficient, CDW•G offers competitive solutions to augment the OEM's warranty to minimize risk and ensure ongoing performance. Included in our portfolio: Warranty extensions and upgrades Post warranty support Accidental damage protection Maintenance Contracts Post -sale technical support Product and certification training Onsite repair Help desk services Additionally, understanding best -value procurement does not stop at the sale, CDW•G keeps the communications lines open with our customers to be sure the warranties they hold continue to meet their needs. For instance, shortly after award on a U.S. Marine Corps (USMC) BPA, CDW•G recognized the warranty provided was not offering the level of service required for USMC. We replaced this warranty without any impact to the customer, indicative of the reliability of our quality approach and our focus on upholding our commitments. 45 Do your warranties cover the expense of technicians' Some do and others do not; it depends on the warranty coverage selected. Any travel time and mileage to perform warranty repairs? incremental warranty costs for technicians' travel time and mileage to perform warranty repairs are disclosed at time of quote. Both standard manufacturer warranties and extensions of OEM warranties are typically inclusive of all warranty repair services being purchased. In some instances, services may fall outside of the OEM warranty options stated above. In these specific cases, services performed need to be outlined within a statement of work (SOW) and mutually agreed upon by all parties. If so, there will be very specific language around such warranties, travel time, and mileage for any on -site work. However, in our experience SOW -based services are not typically warrantied. 46 Are there any geographic regions of the United States As mentioned, it depends on the warranty coverage selected. In most cases, (and Canada, if applicable) for which you cannot warranty support is fulfilled directly by the manufacturer and coverage will vary on a provide a certified technician to perform warranty case -by -case basis. Where Sourcewell members opt to enhance the standard repairs? How will Sourcewell Members in these regions manufacturer warranty, we have access to certified technician resources through in - be provided service for warranty repair? house technicians and strategic local partnerships that cover the United States and Canada. We will work with Sourcewell members to identify the best -value solution. Response times and SLAB can vary by location. A commitment we make to Members is that they will always know what they are buying and have clear instructions on the coverage and how to activate warranty claims, whether they be on -site, depot repair or mail -back programs, we believe in complete transparency of the service. 47 Will you cover warranty service for items made by In those instances where Sourcewell members choose the standard manufacturer other manufacturers that are part of your proposal, or warranty, the responsibility for warranty services on those items is with the are these warranties issues typically passed on to the manufacturer. To ensure manufacturer warranty expectations are met, CDW•G has original equipment manufacturer? defined escalation processes with our partners to ensure technical support is provided by the manufacturers according to the agreed upon SLAB. In those instances where CDWG enhances the standard manufacturer warranty, we take responsibility for meeting SLAs and delivering the full customer experience. City Council 7 — 43 12/6/2022