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TOSHIBA Leading Innovation >» Service Coverage 6401 Nob Hill Road Tamarac, FL 33321 Service maintenance is generally available from 8:00 a.m. to 5:00 p.m. local time, except weekends and holidays. After -hour service is available. Toshiba can provide a two -hour response time, after -hours or holiday emergency support as well and would like to understand which locations would require such support, if desired. Equipment Installation / Move / Add / Change Typically, a request is booked as a service ticket, clearly indicating Installation, Move, Add or Change. When a ticket of this type is logged, it is assigned to an appropriate party. If there's a request for new equipment under a cost per page MPS agreement, we typically would assess the environment to understand the requirement prior to adding the equipment. The specific service level for each type of request is determined during the contract negotiation process. Toshiba will facilitate, at no charge, end-of —term removal of leased product provided by Toshiba. Product Delivery Toshiba's delivery time for new output devices orders from time of receipt to time of install is approximately 15 to 30 days upon receipt of the order. Supply order fulfillment for legacy and new equipment occurs in two days or less. Issue Escalation Procedure During the course of normal business, service issues may arise that will require an on -site visit to resolve. Toshiba established the following guide to document and resolve issues in a timely manner. Although the areas requiring technical assistance are varied in degrees of severity and complexity, all situations are resolved following the same basic procedures. The following steps will be performed: • The National Account Service Specialist assigned to your account receives a request for technical assistance. • The customer and the Service Provider are contacted to define the issue. • A visit is scheduled with the customer and Service Provider. • The issue is researched using all available sources for possible resolution. • On -site troubleshooting and repair of machine is performed. All affected parties are informed of resolution. • If the issue is not resolved, it will be transferred to Toshiba's Total Quality Commitment Program. Toshiba's Recommendations for The City of Cocanut Creek's RFP jar Managed Print Services, 11 -01 -10-10 Page 14 of 42