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, . TRAINING CMS will provide all necessary Key Operator training for your City of Santa Ana staffs so that they will be able to effectively operate all equipment provided. SERVICE CMS provides scheduled maintenance and emergency service Mondays through Fridays from 8:00 a.m. to 5:00 p.m.; Saturday and Sunday service from 9:00 a.m. to 3:00 p.m. Service calls are accepted seven days a week, 24 hours a day through one of several 800 service numbers. The lines are staffed Monday through Friday from 8:00 a.m. through 5:00 p.m. and through our voice maiVanswering system during after-hours, holidays and weekends, Your service requests will be handled by our skilled factory trained technicians. Our technicians operate from our fleet of electronic-dispatched fully stocked service vehicles that carry parts, supplies and paper necessary to operate and maintain your Facilities Management Cost-per-Copy System. A parts storage locker will be installed in the library (if space is available) that will enhance the service technician parts supply. Emergency Parts Orders are available to augment the normal part's inventory. Maintenance and service scheduling will be according to the factory recommendations for preventative maintenance and "emergency service" will be on an "as-needed' basis. Our response time for hardware and copiers is eight contiguous working hours. OUT service technicians or account representatives will collect the machines on a routine basis. KEY OPERATOR RESPONSIBILITIES Staff will provide Key Operators and MIS Staff to operate the ITC Print Queue System and hardware installed by CMS. The Key operators will do the following: 1. Load Paper 2. Clear Paper Jams 3. Replace Toner Cartridges when they run out of toner, 4. Reset the Print Queue Workstation if the station is not recognizing the print jobs. 5. Check and verify the Print Queue Workstations are logged onto the server. 6. Manually Print a "Test Page" to check that the printer is working and printing. 7. Notify CMS after verification that the problem is not Network related, or if it requires supplies, paper, toner, debit cards or the machine will not take money. Every time a Workstation Printer is reported "not working" a Key Operator or MIS Staff who has a working knowledge of the network MUST determine if the problem is either NETWORK related or is a PRINT QUEUE workstation problem. NETWORK PROBLEMS ARE LIBRARY RESPONSIBILITY Client is not logged on to the Network Print Queue Workstation is not logged on to Network Print server down or locked up due to bad data packets from Internet printing Client workstation locked up due to corrupt data sending to print server Client workstations with improper driver loaded Client workstations with improper log on numbers Client workstation dropping PCL code due to overloaded cache Network losing printer address PRINT OUEUE PROBLEMS ARE CMS RESPONSIBILITY Printer does not deliver a "Test Page" when a manual test is started Debit Card unit is jammed Debit Card unit displays a "error code" Hardware errors, FAT errors, GPF etc. a. b. c. d, e. f. g. h. a. b. c. d. Key Operators or MIS Staff will immediately notify CMS of any problem requiring technical assistance that is beyond Key Operator or MIS Staffresponsibilities identified above by calling our toll-free number, 800-527-3331. In the event the Key Operator, MIS Staff or other authorized Library personnel call CMS for service and the problem is found to be NETWORK related or a Key Operator responsibility a minimum service charge of $1 00 for 8