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j OfficeSolutlons xvx9ccr,?, w ?s not nician will provide ETA to customer in either case and record notes for any rescheduled appointment, Service reports are reviewed everyday to ensure our commitments to our customers have been met, If a given unit fails continuously, 2°a level specialists will be dispatched to address the issue and if the problem continues to persist, C3 will replace the device with another device with similar specifications and features. Performance of eve- ry one of our devices is reviewed on a monthly basis to proactively address issues, Ser- vice reports will be shared with customer during scheduled account reviews for ongoing feedback, 5. C3 is committed to offering the Santa Ana PD optimum uptime. C3 will provide loaners onsite to address the need for down printers on Saturdays and Sundays. When a loaner is used to replace a down printer, Santa Ana PD will notify C3 of this event and C3 will send a technician to repair the down printer during normal business hours. Once the printer is repaired, the loaner will be put back into loaner status. C3 in collaboration with Santa Ana P.D. will assess the quantity and model types of the loaners. 6. First time fix is approximately 87.6% for copiers and 83.3% for printers. 7. C3 uses only OEM parts and supplies for all our Sharp and Canon MFP's. All of the Sharp and Canon suppl?os and parts are included in the Service Agreement. HP printers may use supplies by LMI:,(newly manufactured compatibles not refills). LMI compatible supplies were successfully, used during the Pilot Program with the City of Santa Ana. C3 will provide full warranty of all parts and supplies and guarantee our workmanship. 8. C3 keeps inventory of replacement parts in our local warehouse. HP - 64 different mod- els, Canon - 37 different models, Sharp - 29 different models. In addition, we have over 70 different resources to acquire partsfrom, 9. C3 will offer a loaner if the City is down for more than one day with similar capabilities and features. 10. Preventive Maintenance is pre-scheduled by C3 based on manufacturer's recommenda- tions and may be scheduled at a mutually acceptable time. 11, For emergencies or urgent matter - C3 is local and can easily hand deliver toner from our warehouse. These services will be included in our basic pricing and there will not be any additional costs. In addition, C3 will provide additional toners to have on hand for such emergencies. 12.. C3 has always received glowing reviews for training end-users and providing ongoing support. We know well trained users request fewer service calls. C3 will provide videos and user manuals which can be accessed 24 hours per day to supplement in-person train- ings. C3 will provide as much support as necessary to maximize utilization of the devic- es. 13. Our analysts will configure all features of the copiers and MFR's, including but not lim- ited to copying, faxing, network printing, all available forms of scanning, and integration with back end office solutions. These services are all inclusive in our bid pricing. 14. C3 would like to invite City personnel to our showrooms to see a demonstration of fea- tures and benefits. C3 is also willing to provide trials to help assess real life performance in the actual working environment. 15. C3 will not sub-contract any work to any other vendor. Proprietary and Confidential Page 110 25D-17