C3 TECHNOLOGY SRVCS-2016 - Laserfiche WebLink

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I, SCOPE OF SERVICES Service Provider shall provide a Managed Print Services (MPS) pro�rans that tits the City's printing needs. The progmin shall include all of the City's printing devices, exclluding wide format printers, plotters, (tot matrix printers, label printers and any other types of printers that do not print on standard office paper sizes (i,e, 5.5" x 8S", 8.3" x 11" 85, x 1.4", 1 t" x 17") under a management and nsainteaance program With supplies, Set -vice, pails and labor incltrdcd, Paper is excluded. All cost will be covered and charged on a per click charge basis. Service Provider shall provide n2inagement and preventative mahrtenmsee For print and copier devices that lure installed aril located throughout the City, Maintenance shall be Performed ou-site at the City location of each unit in accordance with manufacturer specifications and recommendations for each respective unit. A full walk through of all e(Itti )ment sites is required. For non -networked units, service provider is required to pull meter reads manwAly in a timely manner, for billing cycle. Current inventory list must be. up to date and conunuo.icatcd. C3 Technology Services have been working with the City of Santa Ana providing MPS and adjusting to requests as needed. We will continue to keep an open communication to better our services and tine tune the process. C3 will perform on - site maintenance for each unit unless additional service is required. If a unil is required to be taken to our warehouse, a loaner device will be sent out to minimize downtime. C3 will continue to pull meter reads manually from non -networked devices until the City upgrades to networked devices A. Technicians — All technicians should be factory trained and cettitied on Shads USA, Canon USA and Hewlett Packard equipment. All of our technicians ore factory trained and certifier.) with Sharp, Canon and HP. A reintroduction will be arranged be, ween C3 and the City to meet our new members and review expectations B. Service Cells — I. All service calls wilt be logged with, details of the technical issue and a vendor provided eclulpment identification number (to identify ecluipmcrst location nricl nzo(tet infornsation), 2. Once logged, a tectuuaia A nnrst contact the customer within 1 hour to provide an Estimated Tinso of Arrival of on -site arrival, witidri 4 hours of initial service call. 3. ti''the 4 hour response ral is after hours, the technician will arrive first thing the next business day based on the customer's hours of operation. 4. 'During any service calls, the technician will chock any wearable pacts and the life expectancy Of coasur wbte parts and replace as needed. 5, if parts need to be ordered, the technician wilt provide an Estimated'rime of Arrival to the customer for a resclseduled appointment. in this case or any other reason the equipment is down for more than 1 day, a toanor with similar capabilities and Features will be provided by the vendor. \` -------•--1 i.36 F Wrnc5r 3011h Ar-O CA 3Dpi Yry, 17' )) 3}1700 rMl l> 91 Ant �2]`'1 ,rrv-r3Iech wlogy;eMcas.---� t..., l.l'J