Hp Printer Service Level Agreement

(i) repairs made from abuse (including, but not limited, to improper voltage or the use of consumables that do not meet the manufacturer`s specifications) or the lack of adequate power, air conditioning or moisture control; (ii) repairs required by services provided by persons other than Ricoh representatives; (iii) service calls or work requested by the UW outside normal business hours (defined below) (unless covered by a longer-hour service contract) and service calls or work that UW wishes to perform at Ricoh Holidays (defined below); (iv) a removable cassette, a copy cabinet, exit shells or objects not related to the mechanical or electrical operation of the goods maintained; (v) consumables such as paper or basic necessities, unless the order is expressly arranged; (vi) repairs and/or service calls from facilities not acquired by Ricoh; (vii) software, system support or associated connectivity, unless Ricoh has indicated it in writing; (viii) parts that are no longer available from the manufacturer concerned; ix) electrical work outside of maintained products, including problems due to overloaded or inadequate circuits; x) the installation or uninstalling and/or transfer of maintained products from one location to another, unless ricoh has indicated in writing; and (xi) repairs to damage or lengthening operating time caused by force majeure events. Damage to maintained products or parts resulting from causes outside Ricoh control is not covered by this agreement. Ricoh may terminate its service obligations in an order for pending products modified, damaged, modified or maintained by other Ricoh employees. Participating in regular checks of Ricohs Service Note: UW-own equipment for which Ricoh provides services and supplies under the “Services and Supplies” model does not include the supply of equipment by Ricohs, since UW already owns the equipment. The following services are provided by Ricoh to UW: Ricoh will schedule quarterly and annual meetings with the UW on an agreed date and at an agreed time to verify the performance of the service and will work together to gain user acceptance. Ricoh provides metrics on sales volume, customer acceptance, on-time delivery, billing accuracy, use of small second-tier suppliers and customer satisfaction. Ricoh Service Technicians respond to an average quarterly response time of four (4) hours for all customer calls located within 30 miles of a Ricoh service center and eight (8) hours for all customer calls located between one and one 31 miles or more of a Ricoh service center. The service is between 8:00 a.m. .m and 5:00 p.m.

.m. Monday to Friday without recognized public holidays. The purpose of this service level agreement (“SLA”) is to formalize an agreement between the University of Washington (University or UW) and Ricoh USA, Inc. (“Ricoh”) to provide equipment, accessories and support services at certain levels of support. Ricoh will use TRAC to manage levels by each device and automate the service and deployment process for each MFP or university-mandated connected printer. For sites where Ricoh provides third-party device management, consumables are processed according to the process negotiated during the due diligence phase of the specific project. Ricoh Customer Call Center is busy responding to online customer service requests 24 hours a day, seven days a week, including holidays. Service and supply orders are made between 8:00 a.m. .m and 5:00 p.m. .m.

Monday to Friday, without recognized public holidays. Calls received after hours serve the customer, who places the service or only requests.

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