C3 OFFICE SOLUTIONS 2 - 2015 - Laserfiche WebLink

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Services EXHIBIT A Scope of Work I . C3 is a Factory authorized dealer for the full line of copiers and printers from Sharp USA, Canon USA, and HP. 2, All C3 technicians are factory trained and certified. 3. All service calls are directed to our customer service representatives from our Santa Ana office. At no time will our customers be subjected to choosing voice recorded options or interacting with an automated phone system or be transferred overseas for support. Initial service calls will be logged with details of the technical issue and 5 -digit equipment identification number (to identify equipment location and model information). a. Once logged, a service ticket is created and dispatched to one of our technicians. The assigned technician immediately receives the service work order on their smart phone and is required to contact the customer within 1 hour to provide on ETA of onsite arrival. The technician will tog the time that they spoke to the customer and the system will capture the time of this event. The technician will then arrive on site within 4 business hours and again will log the time. Upon completion of work, the technician will close out the call. b, If the 4 hour response falls after hours, the technician will arrive first thing the next morning based on the customer's hours of operation. c, If the service call is for an urgent matter, the CSR may ask upper management for an exception to prioritize the call. d. If technician requires a part and does not have said part in their vehicle to address the issue, the technician could ask another C3 staff member to deliver the part from our local warehouse or the technician could drive to the warehouse to obtain part and return to complete the job, The technician may also reschedule for a follow up appointment. The technician will provide ETA to customer in either case and record notes for any rescheduled appointment. e. Service reports are reviewed every day to ensure our commitments to our customers have been met. If a given unit fails continuously, 2nd level specialists will be dispatched to address the issue I. If the problem continues to persist, C3 will replace the device with another device with similar specifications and features. Performance of every one of our devices is reviewed on a monthly basis to proactively address issues. Service reports will be shared with customer during scheduled account reviews for ongoing feedback. ii, C3 will repair Printers and Copiers on a timely basis, Parts, service and supplies are covered under contract. In the event that a Copier requires major repairs, C3 will "replace the device with another device with similar specifications and features". To the best Proprietary and Confidential P it 1, r I 1