Exhibit_A_-_Statement_of_Work.pdf

Exhibit A – Statement of Work

City of Tustin | Exhibit A - Managed Print Services Statement of Work | 1

EXHIBIT A

Managed Print Services Statement of Work

City of Tustin

Purpose This Statement of Work establishes the minimum contractual obligations for equipment, software, implementation, service, supplies, security, administration, reporting, and continuous fleet management.

Document Organization

• 1. Purpose, Objectives, and Scope

• 2. Definitions and Governing Requirements

• 3. Vendor Responsibilities and Deliverables

• 4. Implementation and Transition Services

• 5. Products, Software, and Fleet Administration

• 6. Service, Supplies, and Service Levels

• 7. Security and Data Protection

• 8. Training and Change Management

• 9. Reporting, Governance, and Continuous Improvement

• 10. Personnel and Qualifications

• 11. Equipment Retirement Responsibility Matrix

• 12. Acceptance and Contract Administration

Contract interpretation Requirements stated as “shall” are mandatory contractual obligations unless the City approves an exception in writing. Optional items apply only when selected by the City and included in an authorized Purchase Order or amendment.

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1. Purpose, Objectives, and Scope

1.1 Purpose

The Vendor shall provide comprehensive Managed Print Services for the equipment, software, and service categories awarded by the City. Services include equipment acquisition or placement, implementation, configuration, supplies, maintenance, repair, monitoring, administration, reporting, training, security support, fleet optimization, and equipment retirement, as applicable to the award.

1.2 Objectives

• Replace aging technology with reliable, appropriately sized equipment.

• Implement the applicable recommendations and priorities identified in Exhibit C.

• Improve uptime, service responsiveness, toner availability, and business continuity.

• Support secure printing, scanning, document workflows, finishing, and specialty output requirements.

• Provide transparent, auditable billing, inventory, service, and usage information.

• Maintain an adaptable fleet and identify opportunities to improve service, reduce avoidable output, and control total cost.

1.3 Scope Boundaries

The obligations in this SOW apply to awarded categories and authorized City orders. Final quantities, locations, configurations, accessories, software, and deployment sequencing shall be validated after award and documented in a City-approved implementation plan and applicable Purchase Orders. No post-award validation shall be used to materially change contracted pricing or reduce a mandatory requirement without written City approval.

• Wide-format printing is not included in the scope of this procurement unless added through a written amendment or separately authorized order.

• Mobile printing is optional and may be implemented selectively by department.

• Support for existing City-owned equipment applies only when awarded and expressly included in the applicable pricing schedule or Purchase Order.

2. Definitions and Governing Requirements

Term Meaning

City The City of Tustin and its authorized representatives.

Consultant The City’s managed print consultant or other authorized designee.

Vendor The successful Proposer and any approved subcontractors for whose work the successful Proposer remains responsible.

Device An in-scope copier, multifunction device, printer, or approved production-print device.

MFP/MFD A multifunction print device capable of two or more functions such as print, copy, scan, or fax.

IMACD Install, Move, Add, Change, and Decommission activities.

Critical Device A device designated by the City as supporting 24/7, public-safety, customer-facing, confidential, or other continuity-sensitive operations.

Business Hour One hour occurring during the City’s normal service window, excluding City holidays, unless otherwise stated.

Incident A reported interruption, failure, or degradation requiring Vendor response.

Uptime The percentage of applicable service-window time a device is available for its required basic functions, calculated as specified in Section 6.

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2.1 Order of Application

The executed agreement, amendments, this SOW, City-approved pricing schedules, and authorized Purchase Orders collectively govern the services. A Purchase Order may identify quantities, locations, selected options, and deployment details but shall not waive a mandatory requirement unless the waiver is expressly approved in writing by the City’s authorized contracting representative. 3. Vendor Responsibilities and Deliverables

3.1 Core Responsibilities

• Deliver, install, configure, test, and place into service all awarded devices and accessories.

• Install, configure, maintain, and update approved print-management, monitoring, scanning, secure-release, and reporting software.

• Perform IMACD activities for in-scope devices.

• Provide help desk, remote support, field service, parts, labor, and preventive maintenance.

• Monitor supplies and provide proactive replenishment, including approved emergency reserves for Critical Devices.

• Maintain accurate asset, location, configuration, meter, service, and billing records.

• Train City users and designated administrators.

• Coordinate with City staff and the Consultant during discovery, implementation, acceptance, optimization, and account reviews.

• Provide the reports, portals, documentation, and service-level records required by this SOW.

3.2 Required Deliverables

Deliverable Minimum content Due/Trigger

Implementation Plan Governance, validated inventory, configuration, site sequence, dependencies, testing, communications, training, transition, risk, and acceptance activities.

City-approved schedule following award and before deployment.

Final Fleet and Configuration Schedule

Device, location, category, model, accessories, software, department requirements, network needs, and selected options.

Before ordering or deployment.

Site Readiness and Deployment Record

Delivery details, settings, asset information, test results, user acceptance, removed equipment, and open items.

For each deployment event.

Training Plan and Materials

Audience, curriculum, schedule, job aids, administrator resources, and follow-up support.

Before each applicable deployment phase.

Asset and Portal Records

Current inventory, serial number, location, contact, configuration, status, meter, service, and billing identifiers.

At deployment and maintained throughout the contract.

Security Configuration Record

Approved services, ports, protocols, authentication, firmware, remote-support controls, and data-removal settings.

Before production use and after material changes.

Retirement Documentation

Chain of custody, shipment, proof of delivery, condition, data sanitization certification, and exception records.

For each removed leased or owned device.

Monthly and Quarterly Reports

Billing, meters, service, SLA, supplies, fleet, utilization, incidents, optimization, and project status.

As stated in Section 9.

3.3 Documentation Standards

Deliverables shall be complete, accurate, current, and provided in commonly usable electronic formats. Tabular reports intended for analysis shall be supplied in an editable spreadsheet format. The Vendor shall correct material errors promptly and maintain version-controlled records of approved changes.

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4. Implementation and Transition Services

4.1 Post-Award Validation

The Vendor shall work with the City and Consultant to validate the proposed solution before deployment. Validation shall confirm device placement, workload, speed, capacity, service continuity, scanning, finishing, paper handling, secure printing, software, licensing, network, electrical, accessibility, and user-training requirements.

4.2 Implementation Plan

The Vendor shall prepare and maintain a detailed implementation plan. The plan shall, at minimum:

• Identify governance, points of contact, decision authority, escalation paths, and reporting cadence.

• Reconcile the awarded proposal with the validated inventory and approved final configuration schedule.

• Address current contract expirations, phased replacement, lease returns, site access, delivery windows, and operational blackout periods.

• Identify dependencies, risks, assumptions, required City actions, and mitigation plans.

• Provide procedures for device staging, firmware, drivers, print queues, security settings, testing, acceptance, asset tagging, and documentation.

• Address business continuity and alternate routing during cutover, particularly for Critical Devices and 24/7 operations.

• Coordinate end-user communications, training, and change-management activities.

• Provide a process for resolving punch-list items and obtaining City acceptance.

4.3 Installation and Acceptance

• Schedule all deliveries, installations, removals, and network changes with the City.

• Protect City facilities and repair Vendor-caused damage.

• Remove packaging and installation debris.

• Verify device operation, accessories, print quality, scan functions, approved network connectivity, security settings, meter capture, portal visibility, and applicable software features.

• Obtain City acceptance or document open items, responsible parties, and target resolution dates.

• Do not begin billing for a device before successful installation and City acceptance, unless otherwise expressly authorized in writing.

4.4 IMACD Services

Activity Vendor obligation

Install Deliver, stage, configure, connect, test, document, train, and place approved equipment or software into service.

Move Relocate an approved device, protect the equipment, reconnect, retest, update records, and confirm operation.

Add Add approved hardware, accessory, license, queue, workflow, or software component and update documentation.

Change Modify an approved device or software configuration, test the change, and update records.

Decommission Disable access, capture final meters, sanitize data as approved, remove from service, update records, and prepare for return, reuse, recycling, or disposal as directed.

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4.5 Change Control

Material changes to quantity, model, configuration, scope, schedule, security, software, licensing, or price require prior written City approval. The Vendor shall document the reason, impact, cost, schedule, dependencies, and alternatives for each proposed change.

5. Products, Software, and Fleet Administration

5.1 Equipment

• Provide equipment meeting the applicable category specifications and City-approved final configuration.

• Support required print, copy, scan, and fax functions where specified.

• Provide automatic duplex printing and duplex scanning on copier/MFP devices.

• Provide approved finishing, paper handling, envelope, specialty-media, and production capabilities where selected.

• Provide optional second paper trays for applicable desktop categories when ordered.

• Use new equipment unless the RFP or approved pricing schedule expressly permits another condition.

5.2 Parts, Supplies, and Consumables

Full-service pricing shall include all parts, labor, travel, toner, developer, waste containers, staples where applicable, maintenance kits, and other image-creation consumables, except paper and items expressly excluded in the contracted pricing schedule.

• Use OEM supplies and parts, or City-approved equivalents. If an approved compatible supply causes unacceptable performance, replace it and provide OEM supply for that device thereafter at no additional charge.

• Use proactive monitoring and replenishment wherever technically feasible.

• Establish site-specific supply delivery, storage, restocking, and emergency-reserve procedures.

• For Critical Devices, maintain an approved emergency toner reserve accessible to authorized staff during the device’s operating hours.

• Prevent excessive stock accumulation, expired supplies, and supplies assigned to devices no longer in service.

5.3 Software and Monitoring

• Provide and support awarded software for meter collection, fleet monitoring, usage reporting, service visibility, scanning, secure release, or other approved functionality.

• Meter collection shall occur without manual staff intervention wherever technically feasible. Estimated meters are not permitted for billing.

• Obtain City approval before installing agents, collectors, cloud connectors, drivers, firmware, or software on the City network.

• Document system architecture, data collected, transmission method, destinations, administrative roles, licensing, dependencies, update practices, and support responsibilities.

• Provide secure portal access appropriate to user roles.

• Support reporting for print usage and, where technically supported and approved, scan, fax, paper size, color, device status, and other operational information.

5.4 Asset Management and Customer Portal

The Vendor shall maintain a real-time or near-real-time asset record and secure customer portal showing, as applicable:

• Asset identifier, manufacturer, model, serial number, category, ownership or lease status, and installation date.

• Department, site, physical location, responsible contact, network identifier, and configuration.

• Meter history, usage, supplies status, service history, open and closed incidents, and warranty or coverage status.

• IMACD history and current equipment status.

• Invoices, billing detail, reports, and downloadable data.

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5.5 Billing Administration

• Bill usage in arrears. No base allowance, minimum volume, or volume guarantee applies unless expressly approved in contracted pricing.

• Provide invoice detail by device, department/site, billing code, serial number, meter period, beginning and ending meters, black-and-white and color volume, rate, charge, lease or equipment charge, adjustments, taxes, and total.

• Ensure the billing usage report reconciles to the invoice.

• Provide editable electronic billing detail suitable for audit and analysis.

• Correct billing errors and issue supporting adjustments or credits within twenty (20) calendar days after City notice, unless the City approves another schedule.

6. Service, Supplies, and Service Levels

6.1 Service Coverage

Standard on-site service coverage shall be Monday through Friday, 8:00 a.m. to 5:00 p.m. Pacific Time, excluding City holidays. The Vendor shall provide 24-hour telephone or electronic incident intake. After-hours on-site support may be requested for Critical Devices or special circumstances and shall be provided in accordance with contracted rates, if any, and approved escalation procedures.

6.2 Support Channels and Incident Management

• Provide toll-free telephone, email or portal, and remote-support channels at no additional charge.

• Assign a unique ticket number and record the request time, device, location, issue, priority, actions, arrival time, restoration time, resolution time, parts status, and closure.

• Provide an estimated arrival time when on-site service is required.

• Use authenticated, authorized, monitored, and documented remote support.

• Escalate repeat incidents, missed service levels, parts delays, and unresolved issues according to the approved escalation plan.

6.3 Minimum Service Levels

Measure Minimum requirement Measurement

Emergency initial response

Within two (2) Business Hours. Time from ticket creation until live Vendor contact and triage begins.

Emergency on-site response

Within four (4) Business Hours when remote restoration is not achieved.

Time from ticket creation until technician arrival.

Standard response Within four (4) Business Hours unless a different priority is approved.

Time from ticket creation until live response or technician arrival, as applicable.

Average active repair time

Two (2) hours. Technician active troubleshooting and repair time, excluding documented parts-shipping time.

Incident resolution 50% within 6 Business Hours; 95% within 24 Business Hours; 100% within 48 Business Hours, unless an approved exception is documented.

Time from ticket creation until service restoration or an approved equivalent continuity solution is operating.

Device uptime Minimum 98%, measured monthly. Available required operating time divided by applicable service-window time, excluding approved exclusions.

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Technician on-site compliance

Four-hour on-site response achieved for at least 98% of applicable dispatched incidents.

Vendor time-stamped incident records.

Portal incident visibility Open and closed service requests visible within three (3) hours.

Portal record availability.

Supply replenishment Shipment or delivery initiated to meet site-specific threshold; Critical Device reserve restored promptly after use.

Monitoring alerts, order records, and site inventory checks.

6.4 Emergency Incident

An Emergency Incident is a failure that prevents an in-scope device from performing a required primary function and materially affects operations, or a condition designated urgent by the City because of public safety, 24/7 operations, confidential workflow, customer service, or lack of a reasonable alternate device.

6.5 Uptime Calculation and Exclusions

Uptime shall be measured monthly for each device during its applicable service window. Downtime begins when an incident is logged or detected by the Vendor and ends when required functionality is restored or an approved equivalent continuity solution is available. Exclusions require supporting documentation and may include City-requested maintenance windows, City-caused network or power outages, force majeure, and operator-caused conditions not attributable to equipment or Vendor service. Preventive maintenance shall be scheduled to minimize operational impact.

6.6 Loaner and Replacement

• If a required primary function cannot be restored within sixteen (16) Business Hours, the City may require a loaner or alternate device of similar or greater functionality at no additional charge.

• If a recurring or non-repairable problem materially affects operations, the City may require replacement with the same model or a model of comparable or greater capability that is not older than the device replaced, at no additional charge.

• Loaner or replacement installation shall include delivery, configuration, testing, records updates, and removal when no longer needed.

6.7 Preventive Maintenance

The Vendor shall perform preventive maintenance at manufacturer-recommended intervals and as needed to maintain the required uptime and output quality. Work shall include applicable cleaning, inspection, adjustment, firmware review, consumable or maintenance-kit assessment, and documentation.

6.8 Desktop Printer Preventive Maintenance

For covered desktop devices producing at least 24,000 pages annually, preventive maintenance and cleaning shall occur at least annually. For covered devices producing fewer than 24,000 pages annually, preventive maintenance and cleaning shall occur at least once every three years, or more frequently when required by the manufacturer, service history, or operating conditions.

6.9 Service-Level Corrective Action

The Vendor shall identify service-level misses in the applicable report. For repeated or material misses, the Vendor shall provide a written corrective-action plan identifying root cause, interim protection, responsible owner, target dates, and measures preventing recurrence. City acceptance of a corrective-action plan does not waive other contractual rights or remedies.

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7. Security and Data Protection

7.1 Secure Configuration

• Configure networked devices using least-functionality principles and City-approved settings.

• Disable unnecessary ports, protocols, services, accounts, and functions.

• Restrict administrative access and configuration changes to authorized personnel.

• Support City-defined defaults such as duplex or black-and-white printing where requested.

• Limit accepted print sources or network access as directed by City IT.

• Maintain a documented baseline configuration and record approved changes.

7.2 Patch, Firmware, and Vulnerability Management

• Maintain a documented security patch and firmware-management process aligned with City approval practices.

• Notify the City of material security notices, vulnerabilities, unsupported versions, and required remediation affecting in-scope products.

• Test and obtain City approval before changes that may affect compatibility, functionality, or security.

• Track device and software versions and report remediation status upon request.

7.3 Remote Access and Maintenance

• Use authenticated and authorized remote sessions.

• Obtain City approval for remote access methods and administrative accounts.

• Log remote activity and retain records for City review.

• Limit access to authorized maintenance personnel and approved purposes.

• Terminate or disable remote sessions and temporary access when work is complete.

7.4 Device Storage and Data Sanitization

• Configure storage, overwrite, encryption, and retention features as directed by the City and as supported by the approved equipment.

• Before a device leaves City control, sanitize or physically secure storage in accordance with the City-approved method.

• Provide a device-specific certificate or record identifying serial number, method, date, and responsible party.

• Maintain chain-of-custody records for removed devices and storage components.

7.5 Secure Print and Scanning

When awarded or ordered, the Vendor shall implement secure Follow-Me Print and scanning functionality, including approved authentication, encrypted communications, release controls, queue configuration, reporting, licensing, and administrative controls. Scan-to-Email, Scan-to-Folder, and document-management integrations shall be configured only with City approval and tested before production use.

8. Training and Change Management

8.1 Training

The Vendor shall provide role-appropriate instruction before or at deployment and follow-up training at no additional charge when reasonably required for adopted functionality. Training shall include applicable:

• Basic device operation, supplies replacement, paper loading, jam clearing, and support requests.

• Duplex printing and scanning, Scan-to-Email, Scan-to-Folder, address books, and approved workflows.

• Secure release, authentication, alternate-device printing, and confidential document handling.

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• Stapling, hole punching, booklet creation, folding, envelopes, specialty media, and other selected finishing or paper-handling functions.

• Administrator portal, reports, service tickets, asset updates, meter validation, and billing review.

• Production or higher-volume equipment operation for designated users.

Training resources shall include appropriate onsite or virtual sessions, job aids, support documentation, and self-help materials. Attendance and completed training shall be documented.

8.2 Change Management and Communications

The Vendor shall support the City’s change-management approach and work with the City and Consultant to develop communications, implementation notices, user guidance, transition instructions, deployment schedules, and introduction of Vendor support resources. Communications require City approval before distribution.

9. Reporting, Governance, and Continuous Improvement

9.1 Monthly Reporting

At a minimum, the Vendor shall provide monthly billing and supporting meter/usage data, active asset inventory, incident and SLA detail, device uptime, supply exceptions, repeat repairs, and open implementation or operational issues.

9.2 Quarterly Business Reviews

The Vendor shall conduct an in-person or virtual Quarterly Business Review when requested by the City. Reports shall be provided sufficiently in advance for City review and shall include:

• Fleet and device counts by department/site and Citywide.

• Black-and-white and color volume by device and department/site.

• Service incidents, response, resolution, uptime, repeat repair, and SLA achievement.

• Supplies performance, stock exceptions, emergency reserves, and waste reduction.

• Billing reconciliation, credits, disputes, and cost trends.

• IMACD activity and implementation or transition status.

• Over- and under-utilization and recommended optimization actions.

• Security, firmware, software, lifecycle, and end-of-support items.

• Training, user-support themes, and knowledge resources.

• Projects, risks, corrective actions, decisions, and next-quarter priorities.

9.3 Annual Account Review

The Vendor shall conduct an annual Citywide account review with Technology & Innovation and other designated stakeholders to evaluate contract performance, cost, fleet condition, optimization outcomes, lifecycle risks, project milestones, and priorities for the following year.

9.4 Continuous Optimization

The Vendor shall monitor the fleet and identify practical opportunities to improve reliability, continuity, utilization, security, workflow, user experience, and cost. Recommendations shall include supporting data, operational impact, estimated cost or savings, dependencies, and implementation steps. No optimization change may be implemented without City approval.

9.5 General Communication Obligations

• Provide at least ninety (90) days’ advance notice, when reasonably available, of proposed model or software substitutions, product end-of-sale, or end-of-support events.

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• Submit new equipment or software for City testing and approval before network deployment.

• Maintain contracted discount relationships and provide pricing support for proposed substitutions or additions.

• Notify the City promptly of significant operational, supply-chain, security, staffing, or lifecycle risks affecting performance.

10. Personnel and Qualifications

10.1 Account Team

The Vendor shall provide a dedicated account team led by a Program or Project Manager with overall responsibility for implementation and contract performance. The Vendor shall also identify executive escalation, account management, service management, billing, supplies, technical, security, training, and reporting contacts.

10.2 Key Personnel Responsibilities

• Serve as the primary operational interface among City users, City administration, technical support, Consultant, and Vendor resources.

• Monitor contract performance and compliance with SOW and SLA obligations.

• Coordinate implementation, inventory, supplies, service, billing, reporting, and continuous improvement.

• Investigate concerns, develop solutions, and manage issues through documented resolution.

• Prepare and facilitate account reviews and corrective-action plans.

• Maintain continuity of knowledge and orderly transition when personnel change.

10.3 Staffing Changes

The Vendor shall provide at least ten (10) Business Days’ advance notice of a planned change to the primary account manager or project manager when practicable, identify replacement qualifications, and provide an orderly transition.

The City may request replacement of Vendor personnel for documented performance, conduct, security, or compatibility concerns, subject to the agreement.

10.4 Technical Qualifications

• Maintain applicable OEM authorization to sell and service proposed equipment throughout the contract term.

• Assign technicians who are trained and certified for the equipment serviced.

• Use OEM genuine or OEM-approved parts and supplies, subject to Section 5.2.

• Maintain access to parts and supplies sufficient to meet contracted service levels.

• Provide verification of authorization, certification, licensing, and insurance upon request.

10.5 Optional Dedicated On-Site Technician

If requested by the City, the Vendor shall provide pricing and service assumptions for a dedicated on-site technician in the applicable cost schedule. No charge applies unless the option is expressly selected by the City.

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11. Equipment Retirement Responsibility Matrix The following responsibilities apply when the City directs the Vendor to retire or return existing leased equipment. The Vendor shall coordinate timing with replacement deployment and current lease requirements supplied or approved by the City.

# Responsibility Vendor City

1.1 Provide available lease-end dates, lessor contacts, return instructions, and City authorization.

X

1.2 Coordinate removal and replacement schedule with the City and approved implementation plan.

X X

1.3 Capture final meters, equipment condition, serial numbers, accessories, and chain-of-custody information.

X

1.4 Sanitize device storage using the City-approved method and provide certification. X

1.5 Disconnect, remove, clean, securely package, and transport equipment. X

1.6 Return equipment to the City-approved lessor location within the required return window.

X

1.7 Provide shipping records and proof of delivery. X

1.8 Assume responsibility for loss or damage after Vendor takes custody and manage applicable carrier or insurance claims.

X

1.9 Resolve missing accessories, shipping exceptions, or damage attributable to Vendor handling.

X

1.10 Approve replacement configuration and authorize release or return. X

Return timing The Vendor shall plan return activities to avoid premature removal, holdover charges, missed lessor deadlines, or interruption of City operations. Any conflict between a lessor instruction and City direction shall be escalated before shipment.

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12. Acceptance and Contract Administration

12.1 Acceptance

A device, software component, or implementation phase is accepted when the City confirms that the approved configuration has been delivered, installed, tested, documented, and placed into service, and material punch-list items have been resolved or an approved resolution plan is in place. Use of a device does not by itself waive defects or constitute final acceptance.

12.2 City Review and Audit

The City or its designee may review records supporting invoices, meters, asset inventory, service, supplies, security activities, equipment returns, subcontractor performance, and SLA calculations. The Vendor shall provide supporting electronic records upon request, subject to applicable contract terms.

12.3 Exceptions and Conflicts

Any Vendor exception to this SOW must be expressly identified in the proposal in the form required by the RFP. After award, silence, standard Vendor forms, portal terms, order acknowledgments, click-through terms, or invoice language shall not modify this SOW unless accepted through a written amendment executed by authorized City representatives.

12.4 Subcontractors

The Vendor shall disclose material subcontractors and obtain any required City approval. The Vendor remains fully responsible for subcontractor performance, security, conduct, insurance, and compliance with the agreement and this

SOW.

12.5 Deliverable and Record Retention

The Vendor shall retain SOW performance records for the period required by the executed agreement and applicable law. At contract end or upon City request, the Vendor shall provide current asset, service, meter, billing, supplies, configuration, security, and transition records in a usable electronic format.

12.6 Transition at Contract End

• Cooperate with the City and any successor provider to support an orderly transition.

• Provide current inventories, configurations, service history, meter data, supply status, open incidents, software/license information, and device ownership or lease status.

• Remove Vendor software, access, accounts, equipment, and data only as directed by the City.

• Continue required services through the authorized transition period in accordance with the agreement.

• Complete data sanitization, equipment return, and final billing reconciliation.

End of Exhibit A This SOW establishes minimum service and implementation obligations. Device specifications, pricing, selected options, and final approved deployment details are addressed in the applicable RFP exhibits, contracted pricing schedules, implementation plan, and authorized Purchase Orders.