0- MPS- Exhibit F- OIT SLA Requirements - v12-2014- updated 12-29-14.pdf

EXHIBIT F

Colorado OIT Service Level Agreement Requirements (updated 12/29/14)

The purpose of the Colorado Governor’s Office of Information Technology (OIT) Service Level Agreement (“SLA”) is to formalize an arrangement between the State and the Contractor with regard to delivering equipment, supplies and support services, at specific levels of support.

Services Covered Under This SLA

The following services are expected to be provided by the Contractor to OIT and to the Integrated Document Solutions (IDS) unit of the Division of Central Services, Colorado Department of Personnel and Administration.

1. Service Request. Contractor’s Customer Call Centers are required to be staffed to respond to live Customer Service inquiries 24 hours per day, seven days per week, including holidays.

Service and supply placement orders will be conducted between the hours of 8:00 a.m. and 5:00 p.m. (MT), Monday through Friday, excluding State holidays. Calls received after hours are for the purposes of the User placing ONLY service and/or supplies requests. Technical telephone support is available between the hours of 8:00 a.m. and 5:00 p.m. (MT), Monday through Friday.

In addition, Contractors shall provide the means to enable Users to place service calls electronically via the web, facsimile, and telephone voice mail, with 24x7 access.

2. Service Response Time. Contractor service technicians must meet a monthly average response time of four (4) hours for all Customer Service calls located within thirty (30) miles of a Contractor service center and eight (8) hours for all Customer Service calls located thirty-one (31) miles or greater from a Contractor’s service center. Service will be conducted between the hours of 8:00 a.m. and 5:00 p.m., (MT), Monday through Friday, not including State holidays.

3. Equipment Repair and Maintenance Services. Equipment repair and maintenance services must be provided in accordance with manufacturer’s specifications.

4. Preventative Maintenance. Preventative maintenance shall be performed as per the frequency prescribed by the manufacturer per copying/printing volumes or greater frequency as needed.

5. Parts and Supplies. Contractor will provide certain supplies in connection with its Equipment Repair and Maintenance Services, in accordance with service coverage plans.

6. Service Call Log and Service History. In-coming and out-going Contractor’s technical support calls from Users of the State Price Agreement will be tracked by machine ID number and logged into Contractor’s platform. Contractor will provide accurate, up to date reports to the as referenced in scope of work.

7. Equipment End User Training. As equipment requirements and installation locations are identified, Contractor will contact each User key operator and offer the following options: Pre-installation training in a classroom environment at the User location(s), if possible post installation training at User locations on the day of delivery or at a time designated by the User’s key operator.

Post installation follow up training at User locations approximately one week after delivery or at a time designated by the User’s key operator.

The equipment training program includes:

o User needs analysis o Equipment overview/equipment demo o Operator panel usage o User creation o Error code identification o Hands‐on operating experience o Supply/toner replenishing instructions and jam removal o Administrative issues (e.g., placing a service call, escalation list, toner ordering) o Questions and answers o Certification o Equipment Maintenance and Care o Power sources o Paper sources o Confirmation of drawer setup o Misfeed removal and tips o Directions for changing toner and staples o Copier Functions o Basic panel functions (e.g., start/stop, clear vs. reset, interrupt, energy save, ID) o Touch panel functions (e.g., automatic paper selection, R/E—multiple ways of accomplishing a task, exposure—including photo mode, duplex, sorting/stapling/three‐hole punching/grouping) o Additional functions/special features o Fax Functions o Proper document placement discussion o Use of fax memory (e.g., fax panel, resolution, exposure, text vs. photo, manual transmission, direct transmission, stamping) o Broadcasting o Programming one‐touch and group dials o Reports o Fax defaults o User Desktop Printing Functions o File/print/fax (when applicable) o Choose printer if not set as default (system configuration) o Properties o Discussion regarding selections to be made from desktop

8. Contractor General Roles and Responsibilities.

Once a support request has been submitted, Contractor will make itself available to work with the OIT resource assigned to the support request.

Contractor will schedule quarterly and annual meetings with the State IDS and OIT mutually agreed upon date and time to review service performance, and engage in joint collaborative efforts to increase User adoption.

Contractor will provide metrics IDS on sales volume, customer adoption, on-time delivery, billing accuracy, utilization of small/diverse second tier suppliers, and customer satisfaction.

9. State’s General Roles and Responsibilities. The State (IDS/OIT) has the following general responsibilities under this SLA: at the time of assessment, the State will identify a point of contact to act as a liaison between the departments and the Contractor to facilitate the following:

Act as liaison between the State and Contractor.

Facilitate departmental assessment.

Assist Contractor with deployment of new devices and the transition of existing State-owned devices into the Contractor MPS program as set forth in the applicable service order.

Act as point of escalation for issues beyond usual scope. Participate in regularly scheduled reviews of Contractor’s service performance.

10. Other Contractor Responsibilities.

Communication: Contractor will provide monthly management reports to IDS.

Invoices: Contractor will provide monthly invoices to IDS for each functional area until Contractor and IDS can review invoice process and determine if adjustment should be considered, approximately 30 days following implementation.

11. Contractor Compliance Considerations.

Invoicing. Contractor shall maintain timely, accurate invoicing as defined below. Failure on the Contractor’s part to maintain these defined levels shall result in a $50.00 per instance credit, in the next invoice cycle. Contractor will have a 30-day cure period for each erroneous invoice.

Reporting. Once per month, Contractor will produce reporting to be measured against the service level agreement.

Measurable Service Level

Timely Invoicing

Invoices will be submitted no later than the 10th of the month immediately following the close of a billing period.

Accurate Invoicing

Invoices do not require any credits for inaccurate billings.

Auditing. The Ordering Entities may request at any time from the Contractor proof of the reporting accuracy through the data set supporting the reporting. If the Ordering Entity has reason to believe that multiple and systemic reporting errors exist, that cannot be corrected to the Ordering Entity’s satisfaction; the Ordering Entity may choose to audit by third party. If errors are found, the Contractor must reimburse the Ordering Entity for the cost of the auditor and correcting any administrative fee errors.

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