Common use of Standard Service Levels Clause in Contracts

Standard Service Levels. Participating States and/or Entities shall negotiate their own Service Level Agreement (SLA) with the Awarded Vendor(s). The SLA, must, at a minimum, adhere to the following requirements: i) End-User Training 1) An initial, no charge, on-site, one-hour training session for each Device, must be offered by Awarded Vendor(s) for all non-desktop Products in placed at each Purchasing Entity’s location. For drop-shipped or desktop Products, Awarded Vendors must offer an initial, one-hour, no charge, web-based, or on-line training session. 2) If Purchasing Entity elects to exercise the training option, then Awarded Vendor shall provide the training within ten (10) Business Days of Purchasing Entity’s request. 3) Awarded Vendor(s) may offer additional on-site, one-hour training sessions for a flat rate fee. Additional charges for travel and per diem, if applicable, must be disclosed to the Purchasing Entity prior to Order placement. 4) Awarded Vendor(s) must provide on-site or off-site operational training to designated Purchasing Entity personnel, until the personnel are able to operate the Equipment independently. Pricing for operational training shall be based on a flat rate fee. Additional charges for travel and per diem, if applicable, must be disclosed to the Purchasing Entity prior to Order placement. 5) Awarded Vendor(s) shall provide Product literature, user-manuals, and access to on-line resources, if available, at no charge to the Purchasing Entity. 6) Awarded Vendor shall provide a toll-free end-user technical support number that Purchasing Entities can utilize for everyday minor troubleshooting. A Purchasing Entity must be able to obtain assistance during Normal Business Hours. 7) Awarded Vendor(s) shall provide phone/technical support within two (2) hours of Purchasing Entity’s request for assistance. ii) Preventative Maintenance. Awarded Vendor(s) must perform all Preventative Maintenance Services at the Manufacturer’s suggested intervals, or as specified in an Order. Preventative Maintenance shall not be a requirement on desktop Devices. iii) Equipment Performance 1) Equipment Downtime shall be computed from the time the Awarded Vendor is notified of Equipment failure until the time in which the Equipment is fully operational. 2) Equipment Downtime due to lack of consumable Supplies is not acceptable. 3) Awarded Vendor(s) shall guarantee that the fleet of all Devices for each Purchasing Entity will be operational at least 96% of the time, during Normal Business Hours for Group A, Group B, Group C, and Group D. 4) If any fleet of Devices fails to perform at the operation level specified in 4.5.3 (b)(iii)(3), then Subsection 4.14.11 shall apply. 5) Awarded Vendor(s) must provide daily communication to the Purchasing Entity regarding inoperable Equipment, including updates regarding

Standard Service Levels. Participating States and/or Entities shall negotiate their own Service Level Agreement (SLA) with the Awarded Vendor(s). The SLA, must, at a minimum, adhere to the following requirements: i) End-User Training 1) An initial, no charge, on-site, one-hour training session for each Device, must be offered by Awarded Vendor(s) for all non-desktop Products in placed at each Purchasing Entity’s location. For drop-shipped or desktop Products, Awarded Vendors must offer an initial, one-hour, no charge, web-based, or on-line training session. 2) If Purchasing Entity elects to exercise the training option, then Awarded Vendor shall provide the training within ten (10) Business Days of Purchasing Entity’s request. 3) Awarded Vendor(s) may offer additional on-site, one-hour training sessions for a flat rate fee. Additional charges for travel and per diem, if applicable, must be disclosed to the Purchasing Entity prior to Order placement. 4) Awarded Vendor(s) must provide on-site or off-site operational training to designated Purchasing Entity personnel, until the personnel are able to operate the Equipment independently. Pricing for operational training shall be based on a flat rate fee. Additional charges for travel and per diem, if applicable, must be disclosed to the Purchasing Entity prior to Order placement. 5) Awarded Vendor(s) shall provide Product literature, user-manuals, and access to on-line resources, if available, at no charge to the Purchasing Entity. 6) Awarded Vendor shall provide a toll-free end-user technical support number that Purchasing Entities can utilize for everyday minor troubleshooting. A Purchasing Entity must be able to obtain assistance during Normal Business Hours. 7) Awarded Vendor(s) shall provide phone/technical support within two (2) hours of Purchasing Entity’s request for assistance. ii) Preventative Maintenance. Awarded Vendor(s) must perform all Preventative Maintenance Services at the Manufacturer’s suggested intervals, or as specified in an Order. Preventative Maintenance shall not be a requirement on desktop Devices. iii) Equipment Performance 1) Equipment Downtime shall be computed from the time the Awarded Vendor is notified of Equipment failure until the time in which the Equipment is fully operational. 2) Equipment Downtime due to lack of consumable Supplies is not acceptable. 3) Awarded Vendor(s) shall guarantee that the fleet of all Devices for each Purchasing Entity will be operational at least 96% of the time, during Normal Business Hours for Group A, Group B, Group C, and Group D. 4) If any fleet of Devices fails to perform at the operation level specified in 4.5.3 (b)(iii)(3), then Subsection 4.14.11 shall apply. 5) Awarded Vendor(s) must provide daily communication to the Purchasing Entity regarding inoperable Equipment, including updates regardingregarding resolution timeframe, and any parts, Accessories, or Devices on back- order.

Standard Service Levels. Participating States and/or Entities shall negotiate their own Service Level Agreement (SLA) with the Awarded Vendor(s). The SLA, must, at a minimum, adhere to the following requirements: i) End-User Training 1) : An initial, no charge, on-site, one-hour training session for each Device, must be offered by Awarded Vendor(s) for all non-desktop Products in placed at each Purchasing Entity’s location. For drop-shipped or desktop Products, Awarded Vendors must offer an initial, one-hour, no charge, web-based, or on-line training session. 2) . If Purchasing Entity elects to exercise the training option, then Awarded Vendor shall provide the training within ten (10) Business Days of Purchasing Entity’s request. 3) . Awarded Vendor(s) may offer additional on-site, one-hour training sessions for a flat rate fee. Additional charges for travel and per diem, if applicable, must be disclosed to the Purchasing Entity prior to Order placement. 4) . Awarded Vendor(s) must provide on-site or off-site operational training to designated Purchasing Entity personnel, until the personnel are able to operate the Equipment independently. Pricing for operational training shall be based on a flat rate fee. Additional charges for travel and per diem, if applicable, must be disclosed to the Purchasing Entity prior to Order placement. 5) . Awarded Vendor(s) shall provide Product literature, user-manuals, and access to on-line resources, if available, at no charge to the Purchasing Entity. 6) . Awarded Vendor shall provide a toll-free end-user technical support number that Purchasing Entities can utilize for everyday minor troubleshooting. A Purchasing Entity must be able to obtain assistance during Normal Business Hours. 7) . Awarded Vendor(s) shall provide phone/technical support within two (2) hours of Purchasing Entity’s request for assistance. ii) . Preventative Maintenance. Awarded Vendor(s) must perform all Preventative Maintenance Services at the Manufacturer’s suggested intervals, or as specified in an Order. Preventative Maintenance shall not be a requirement on desktop Devices. iii) Equipment Performance 1) . Equipment Downtime shall be computed from the time the Awarded Vendor is notified of Equipment failure until the time in which the Equipment is fully operational. 2) . Equipment Downtime due to lack of consumable Supplies is not acceptable. 3) . Awarded Vendor(s) shall guarantee that the fleet of all Devices for each Purchasing Entity will be operational at least 96% of the time, during Normal Business Hours for Group A, Group B, Group C, and Group D. 4) D. If any fleet of Devices fails to perform at the operation level specified in 4.5.3 (b)(iii)(3), then Subsection 4.14.11 shall apply. 5) . Awarded Vendor(s) must provide daily communication to the Purchasing Entity regarding inoperable Equipment, including updates regardingregarding resolution timeframe, and any parts, Accessories, or Devices on back-order.