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