8-Exhibit H - Service Level Requirement.docx

LEAD Public Schools

EXHIBIT I

SERVICE LEVEL REQUIREMENTS

Managed Print & Copy Services The Contractor shall provide reliable, timely, and responsive service to support LEAD Public Schools’ instructional, administrative, and operational needs. The following Service Level Requirements (SLRs) establish the minimum performance standards expected throughout the Contract.

1. Normal Service Hours Normal Service Hours shall be Monday through Friday, 8:00 a.m. to 5:00 p.m. Central Time, excluding LEAD-observed holidays, unless otherwise approved by LEAD.

Emergency support requirements may apply outside Normal Service Hours for critical equipment outages.

2. Service Response Requirements

3. Resolution Requirements The Contractor shall use commercially reasonable efforts to restore equipment to full operating condition as quickly as possible.

· Critical issues shall be restored same business day whenever reasonably possible.

· Standard service issues shall generally be resolved within one (1) business day.

· If a device cannot be restored within one (1) business day, the Contractor shall provide LEAD with the reason for the delay and the expected resolution date.

· Repeated failures or extended downtime may require replacement of the affected device at no additional cost to LEAD.

4. Equipment Uptime The Contractor shall maintain equipment at a minimum 98% monthly uptime, excluding:

· Scheduled preventive maintenance;

· LEAD network or power outages;

· Force majeure events;

· Damage caused by misuse or unauthorized modification; and

· Other exclusions expressly approved by LEAD.

The Contractor shall monitor uptime and include uptime performance in monthly reporting.

5. Loaner and Replacement Equipment When a device cannot be restored within the required service level, the Contractor shall provide a loaner or replacement device when reasonably necessary to prevent disruption to LEAD operations.

Replacement equipment shall:

· Be comparable to or exceed the capabilities of the affected device;

· Be compatible with LEAD’s network and applicable security requirements;

· Be provided at no additional equipment or installation cost when the failure is covered under the Contract; and

· Remain in place until the original device is restored or permanently replaced.

6. Toner and Consumables The Contractor shall proactively monitor toner and other Contractor-provided consumables and replenish supplies before depletion.

Emergency toner or consumable requests shall be fulfilled as follows:

· Standard replenishment: within two (2) business days;

· Emergency replenishment: same business day when requested before 12:00 p.m. Central Time, when reasonably possible.

The Contractor shall not require LEAD personnel to manually monitor toner levels when remote monitoring is available.

7. Preventive Maintenance The Contractor shall establish and maintain a preventive maintenance program based on manufacturer recommendations, device usage, and LEAD operating requirements.

Preventive maintenance shall be scheduled to minimize disruption to school operations.

8. Remote Monitoring The Contractor shall provide remote monitoring, where technically feasible, to identify:

· Device errors;

· Toner and consumable levels;

· Meter readings;

· Equipment performance;

· Potential service issues; and

· Other conditions requiring Contractor attention.

9. Service Call Tracking Each service request shall receive a unique service ticket or reference number. Upon request, LEAD shall be able to obtain:

· Date and time reported;

· Device/location;

· Description of issue;

· Response time;

· Technician arrival time;

· Actions taken;

· Parts replaced;

· Resolution date and time; and

· Final status.

10. Performance Reporting The Contractor shall provide monthly service-level reporting that includes, at a minimum:

· Total service calls;

· Response time;

· Resolution time;

· Equipment uptime;

· Equipment downtime;

· Repeat service calls;

· Toner/consumable fulfillment;

· Equipment replacements;

· Outstanding service issues; and

· Service Level Requirement compliance.

11. Service Level Failure Failure to consistently meet the Service Level Requirements may result in a corrective action plan, service credits if included in the Contract, replacement of equipment, or other remedies available to LEAD under the Contract.

Repeated or material failure to meet the required service levels may constitute grounds for termination in accordance with the Contract.

12. Service Level Review LEAD and the Contractor may review service-level performance periodically. The Contractor shall participate in performance review meetings as requested by LEAD and shall provide corrective action plans for recurring or unresolved performance issues.

13. Service Level Acceptance By submitting a proposal, the Proposer acknowledges its ability to meet or exceed the Service Level Requirements stated in this RFP. Any proposed exceptions or deviations must be clearly identified in the Proposal.

Failure to identify an exception shall be deemed acceptance of the applicable Service Level Requirement.

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