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>_ <br />TOSHIBA'S SERVICE METHODOLOGY <br />• Response time of 4 hours. In locations where we have dedicated technical support, our <br />response time averages between 2 — 3.5 hours. <br />• Toshiba's comprehensive Preventative Maintenance (PM) Program is designed to improve <br />equipment reliability and minimize customer down time. Each Toshiba model has a specific PM <br />interval. At this Interval, the machines control panel will indicate that it is time to schedule a <br />PM. <br />• Preventative maintenance shall include, but is not limited to routine cleaning and lubrication & <br />all necessary adjustments, Replacement of consumable items as recommended by Toshiba <br />Service such as feed tires, fuser - cleaning components and charge coronas, replacement of <br />environmental consumable items as recommended by Service such as ozone, developer and <br />optics filtration components. <br />• Toshiba does maintain and manage $1 million dollars of inventory of MFP and printer <br />replacement parts at two strategic warehouses in Florida and Georgia. Any parts not <br />immediately available will over - nighted from these warehouses or the manufacturer. <br />• Toshiba does have an escalation policy in for the replacement of non - performing equipment. <br />The final determination of equipment replacement is made with mutual agreement between <br />the customer and Toshiba Service Management. <br />• As a standard practice, TBSFL credits back service copies used during the repair of the unit. Our <br />dispatch system keeps track of service copies automatically and we credit back to the client. <br />