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TOSHIBA <br />Leading Innovation >> <br />6401 Nob Hill Road <br />Tamarac, FL 33321 <br />Replacement of consumable items as recommended by Toshiba Service such as feed tires, fuser - cleaning <br />components and charge coronas. <br />Replacement of environmental consumable items as recommended by Toshiba Service such as ozone, <br />developer and optics filtration components. <br />During PM visits, technicians take prompt action to address and resolve service issues that customers bring to <br />our attention. Preventive maintenance is performed only by factory- trained service technicians, and we select <br />parts and material according to suitability, latest technology, and environmental friendliness. <br />Manufacturer Support <br />To assure quality service, Toshiba backs its servicing providers with direct manufacturer support through <br />various resources: <br />Toshiba's service technicians will have access to our InTouch Center during the hours of 9 a.m. to 8 p.m. <br />Eastern Time (6 a.m. to 5 p.m. Pacific Time) for troubleshooting assistance with network or printing issues. <br />Our InTouch Center is staffed with network certified professionals who are trained to assist in supporting <br />hardware and software installation of the network components, system operation and troubleshooting. This <br />staff also keeps our service providers updated on the latest product software releases and any newly <br />incorporated Toshiba hardware changes who, in turn can communicate these updates to our customers. <br />Additional resources to support our field technicians include: <br />• Regional Technical Advisors - Toshiba provides our customers and service providers with this team of <br />technical experts who offer assistance in the field to ensure that complex systems- and equipment- <br />related issues are promptly resolved. <br />• Marketing Solutions Engineers - Toshiba provides our customers and service providers with this team <br />of technical experts who resolve connectivity, integration, networking, and software- related issues at <br />customer sites. <br />• Major Account Service Specialists - Toshiba offers this team of technical experts solely to our Major <br />Account customers for technical support and to resolve issues that may arise. <br />• Toshiba Extranet - This is an outstanding way that we keep our service technicians abreast of industry <br />changes and specific Toshiba product updates. <br />In addition, Toshiba service technicians are fully stocked upon delivery with parts to repair the devices. <br />Toshiba knows the importance of service support to our customers. Toshiba's standard service -level <br />agreement (SLAB) establishes product uptime, service response times, days and hours of coverage, delivery <br />time, and issue escalation/resolution: <br />Uptlme <br />Toshiba will set a goal for the highest effectiveness level on equipment, but can immediately state an average <br />of 95 %. Uptime is calculated based on an average over three -month periods. Toshiba, through its Help Desk, <br />proactively monitors our uptime performance and takes corrective action with any unit that falls below the <br />threshold. If Toshiba discovers a pattern across a segment, root cause analysis will be employed to discern the <br />cause. <br />Response Time <br />Toshiba provides an average of two hour on -site response after receipt of a service call. Typically, Toshiba will <br />respond within two hours; however rural locations (anything outside of a 50 -mile radius of the local service <br />provider's territory) may require additional time. If permitted to maintain inventory onsite, for remote locations, <br />we can accelerate our response time. <br />Toshiba's Recommendations for The my of Coconut Creeps RFP for Managed Print Services, 12 .01 -10.10 <br />Page 13 of 42 <br />