Common use of Service Coverage Clause in Contracts

Service Coverage. The regions in the map below illustrate the core geographical coverage for this framework. The Contractor must provide the same level of support, maintenance and service, regardless of a Framework Public Body’s size or geographical location. In order to support remote and off-shore areas in line with the required SLAs it may be necessary to utilise local arrangements. Support & Maintenance Critical Response – 2 Hours Standard Response (VHV) – 2 Hours Standard Response – next Working Day but no later than 24 Hours from fault report Fix Time – 4 Hours First Time Fix – SLA 95% Monday to Friday, 09:00 – 17:00* * or as agreed with Framework Public Bodies. This and the following 85 pages comprise Schedule 1b to the Framework Agreement between the Scottish Ministers and Workflo Solutions (scotland) Limited REDACTED This and the following 4 pages comprise Schedule 2 to the Framework Agreement between the Scottish Ministers and WORKFLO SOLUTIONS (SCOTLAND) LIMITED

Service Coverage. The regions in the map below illustrate the core geographical coverage for this framework. The Contractor must provide the same level of support, maintenance and service, regardless of a Framework Public Body’s size or geographical location. In order to support remote and off-shore areas in line with the required SLAs it may be necessary to utilise local arrangements. Support & Maintenance Critical Response – 2 Hours Standard Response (VHV) – 2 Hours Standard Response – next Working Day but no later than 24 Hours from fault report Fix Time – 4 Hours First Time Fix – SLA 95% Monday to Friday, 09:00 – 17:00* * or as agreed with Framework Public Bodies. This and the following 85 103 pages comprise Schedule 1b to the Framework Agreement between the Scottish Ministers and Workflo Solutions Xerox (scotlandUK) Limited REDACTED This and the following 4 pages comprise Schedule 2 to the Framework Agreement between the Scottish Ministers and WORKFLO SOLUTIONS Xerox (SCOTLANDUK) LIMITEDLimited

Service Coverage. The regions in the map below illustrate the core geographical coverage for this framework. The Contractor must provide the same level of support, maintenance and service, regardless of a Framework Public Body’s size or geographical location. In order to support remote and off-shore areas in line with the required SLAs it may be necessary to utilise local arrangements. Support & Maintenance Critical Response – 2 Hours Standard Response (VHV) – 2 Hours Standard Response – next Working Day but no later than 24 Hours from fault report Fix Time – 4 Hours First Time Fix – SLA 95% Monday to Friday, 09:00 – 17:00* * or as agreed with Framework Public Bodies. This and the following 85 82 pages comprise Schedule 1b to the Framework Agreement between the Scottish Ministers and Workflo Solutions (scotland) XMA Limited REDACTED This and the following 4 pages comprise Schedule 2 to the Framework Agreement between the Scottish Ministers and WORKFLO SOLUTIONS (SCOTLAND) LIMITEDXMA Limited

Service Coverage. The regions in the map below illustrate the core geographical coverage for this framework. The Contractor must provide the same level of support, maintenance and service, regardless of a Framework Public Body’s size or geographical location. In order to support remote and off-shore areas in line with the required SLAs it may be necessary to utilise local arrangements. Support & Maintenance Critical Response – 2 Hours Standard Response (VHV) – 2 Hours Standard Response – next Working Day but no later than 24 Hours from fault report Fix Time – 4 Hours First Time Fix – SLA 95% Monday to Friday, 09:00 – 17:00* * or as agreed with Framework Public Bodies. This and the following 85 84 pages comprise Schedule 1b to the Framework Agreement between the Scottish Ministers and Workflo Capital Document Solutions (scotland) Limited Ltd REDACTED This and the following 4 pages comprise Schedule 2 to the Framework Agreement between the Scottish Ministers and WORKFLO SOLUTIONS (SCOTLAND) LIMITEDCapital Document Solutions Ltd

Service Coverage. The regions in the map below illustrate the core geographical coverage for this framework. The Contractor must provide the same level of support, maintenance and service, regardless of a Framework Public Body’s size or geographical location. In order to support remote and off-shore areas in line with the required SLAs it may be necessary to utilise local arrangements. Support & Maintenance Critical Response – 2 Hours Standard Response (VHV) – 2 Hours Standard Response – next Working Day but no later than 24 Hours from fault report Fix Time – 4 Hours First Time Fix – SLA 95% Monday to Friday, 09:00 – 17:00* * or as agreed with Framework Public Bodies. This and the following 85 88 pages comprise Schedule 1b to the Framework Agreement between the Scottish Ministers and Workflo Solutions (scotland) Limited Ricoh UK Ltd REDACTED This and the following 4 pages comprise Schedule 2 to the Framework Agreement between the Scottish Ministers and WORKFLO SOLUTIONS (SCOTLAND) LIMITEDRicoh UK Ltd

Service Coverage. The regions in the map below illustrate the core geographical coverage for this framework. The Contractor must provide the same level of support, maintenance and service, regardless of a Framework Public Body’s size or geographical location. In order to support remote and off-shore areas in line with the required SLAs it may be necessary to utilise local arrangements. Support & Maintenance Critical Response – 2 Hours Standard Response (VHV) – 2 Hours Standard Response – next Working Day but no later than 24 Hours from fault report Fix Time – 4 Hours First Time Fix – SLA 95% Monday to Friday, 09:00 – 17:00* * or as agreed with Framework Public Bodies. This and the following 85 80 pages comprise Schedule 1b to the Framework Agreement between the Scottish Ministers and Workflo Konica Minolta Business Solutions (scotland) Limited UK REDACTED This and the following 4 pages comprise Schedule 2 to the Framework Agreement between the Scottish Ministers and WORKFLO SOLUTIONS (SCOTLAND) LIMITEDKonica Minolta Business Solutions UK

Service Coverage. The regions in the map below illustrate the core geographical coverage for this framework. The Contractor must provide the same level of support, maintenance and service, regardless of a Framework Public Body’s size or geographical location. In order to support remote and off-shore areas in line with the required SLAs it may be necessary to utilise local arrangements. Support & Maintenance Critical Response – 2 Hours Standard Response (VHV) – 2 Hours Standard Response – next Working Day but no later than 24 Hours from fault report Fix Time – 4 Hours First Time Fix – SLA 95% Monday to Friday, 09:00 – 17:00* * or as agreed with Framework Public Bodies. This and the following 85 108 pages comprise Schedule 1b to the Framework Agreement between the Scottish Ministers and Workflo Solutions (scotland) HP Inc UK Limited REDACTED This and the following 4 pages comprise Schedule 2 to the Framework Agreement between the Scottish Ministers and WORKFLO SOLUTIONS (SCOTLAND) LIMITEDHP Inc UK Limited

Service Coverage. The regions in the map below illustrate the core geographical coverage for this framework. The Contractor must provide the same level of support, maintenance and service, regardless of a Framework Public Body’s size or geographical location. In order to support remote and off-shore areas in line with the required SLAs it may be necessary to utilise local arrangements. Support & Maintenance Critical Response – 2 Hours Standard Response (VHV) – 2 Hours Standard Response – next Working Day but no later than 24 Hours from fault report Fix Time – 4 Hours First Time Fix – SLA 95% Monday to Friday, 09:00 – 17:00* * or as agreed with Framework Public Bodies. This and the following 85 83 pages comprise Schedule 1b to the Framework Agreement between the Scottish Ministers and Workflo Solutions (scotland) Epson UK Limited REDACTED This and the following 4 pages comprise Schedule 2 to the Framework Agreement between the Scottish Ministers and WORKFLO SOLUTIONS (SCOTLAND) LIMITEDEpson UK Limited

Service Coverage. The regions in the map below illustrate the core geographical coverage for this framework. The Contractor must provide the same level of support, maintenance and service, regardless of a Framework Public Body’s size or geographical location. In order to support remote and off-shore areas in line with the required SLAs it may be necessary to utilise local arrangements. Support & Maintenance Critical Response – 2 Hours Standard Response (VHV) – 2 Hours Standard Response – next Working Day but no later than 24 Hours from fault report Fix Time – 4 Hours First Time Fix – SLA 95% Monday to Friday, 09:00 – 17:00* * or as agreed with Framework Public Bodies. This and the following 85 95 pages comprise Schedule 1b to the Framework Agreement between the Scottish Ministers and Workflo Solutions (scotland) Limited Canon UK Ltd REDACTED This and the following 4 pages comprise Schedule 2 to the Framework Agreement between the Scottish Ministers and WORKFLO SOLUTIONS (SCOTLAND) LIMITEDCanon UK Ltd