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TOSHIBA <br />Leading Innovation �» <br />;Service Level Agreement <br />6401 Nob Hill Road <br />Tamarac, FL 33321 <br />As part of the contract negotiation process, Toshiba will collaborate with you to arrive at a service agreement <br />that will meet your specific needs for all locations within scope. Following is a sample SLA report: <br />Sample Customer Toshma MFP Fleet - Servke <br />�0 <br />•-r_�T -tea <br />tn��o <br />�s <br />Warranty <br />Toshiba is providing extended service plans that include all warranty (defects in material and workmanship), <br />and the service billing term commences upon installation. The MFD service plan covers routine services, <br />defective materials and workmanship, labor, travel and supplies (excludes paper). The extended service plan <br />covers the term of the contract. And, Toshiba is also offering extended maintenance plans for printer product <br />that also covers warranty claims. <br />In addition, Toshiba provides a generous equipment performance guaranty through its Total Quality <br />Commitment Program for Toshiba covered product. Under this Program, should the product not meet <br />manufacturer specifications, then: (a) for purchased product, the product is replaced with a new product within <br />the first three years, or (b) for a leased product is covered for the initial lease term. <br />Consumable Reordering <br />The supply and monitoring of consumables are also important once routine operations have begun. Toshiba <br />offers a secure web portal, GSP, for reordering consumables. In addition, when FM Audit is installed on your <br />device, a low toner alert from the machine can trigger an email to the primary user associated with a given <br />device. The email will indicate the issue (i.e., low toner), the device and location and will provide a link for the <br />user to confirm the order. <br />Equipment Transition <br />For non - Toshiba equipment that is owned, Toshiba can assist on outbound equipment moves resulting from <br />the transition to new Toshiba equipment and shall charge only actual costs incurred with the associated <br />moves. <br />Change Management <br />Toshiba recognizes that all good plans must be Flexible. Throughout the planning and implementation process, <br />Toshiba will work closely with the customer to manage any unanticipated developments that may affect <br />installation. We will document significant changes to ensure the entire team is synchronized. In the end, our <br />goal is to work with you to ensure the project is successfully implemented and fully meets and exceeds your <br />expectations. <br />Toshiba's Recommendations for The City of Coconut Creek's RFP fa Managed Print Services, 12 -01 -10-10 <br />Page 15 of 42 <br />rcc••r- r:���E?t:iid� <br />%�l�i,l��itL�::l:il <br />1•": ill-- :aTa'� <br />} {IE�Ei➢EF➢EcaE�Eia <br />Ei➢E6L <br />l ➢liJEJ <br />V_ <br />Elk= 12= <br />I•rTa l -1• .' --•{�• a'�i::l <br />©��(t <br />©Ei: <br />E:➢Eli'E'S <br />EiI. <br />�'" -.�.t <br />rn +l'-r.'^'T•- .^i+'� <br />� <br />��CLa.[ <br />`s�e.[ri.14�[�' <br />+ %i1 <br />Q <�: <br />�m�Fa�1F'fr'7 <br />mr.' er.^ TV :'ii7iLillL.i <br />➢l7lU�L�ILS:'it:l <br />tr•.:�-r.- 7:•I""n " s: 71 <br />6• IEi�.` <br />I1 <br />3� <br />!?r•'�- 'tE�lk <br />^ledli�E�ll;•llEiil <br />�0 <br />•-r_�T -tea <br />tn��o <br />�s <br />Warranty <br />Toshiba is providing extended service plans that include all warranty (defects in material and workmanship), <br />and the service billing term commences upon installation. The MFD service plan covers routine services, <br />defective materials and workmanship, labor, travel and supplies (excludes paper). The extended service plan <br />covers the term of the contract. And, Toshiba is also offering extended maintenance plans for printer product <br />that also covers warranty claims. <br />In addition, Toshiba provides a generous equipment performance guaranty through its Total Quality <br />Commitment Program for Toshiba covered product. Under this Program, should the product not meet <br />manufacturer specifications, then: (a) for purchased product, the product is replaced with a new product within <br />the first three years, or (b) for a leased product is covered for the initial lease term. <br />Consumable Reordering <br />The supply and monitoring of consumables are also important once routine operations have begun. Toshiba <br />offers a secure web portal, GSP, for reordering consumables. In addition, when FM Audit is installed on your <br />device, a low toner alert from the machine can trigger an email to the primary user associated with a given <br />device. The email will indicate the issue (i.e., low toner), the device and location and will provide a link for the <br />user to confirm the order. <br />Equipment Transition <br />For non - Toshiba equipment that is owned, Toshiba can assist on outbound equipment moves resulting from <br />the transition to new Toshiba equipment and shall charge only actual costs incurred with the associated <br />moves. <br />Change Management <br />Toshiba recognizes that all good plans must be Flexible. Throughout the planning and implementation process, <br />Toshiba will work closely with the customer to manage any unanticipated developments that may affect <br />installation. We will document significant changes to ensure the entire team is synchronized. In the end, our <br />goal is to work with you to ensure the project is successfully implemented and fully meets and exceeds your <br />expectations. <br />Toshiba's Recommendations for The City of Coconut Creek's RFP fa Managed Print Services, 12 -01 -10-10 <br />Page 15 of 42 <br />