Agenda Packets - 2014/01/13 - Laserfiche WebLink

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MAlI h MNANCE SERVICES. 10. SERVICE LEVELS. rovide a one hour (1.) phone response to service calls measured from (a) Response Time. Ricoh will p technicians will meet a four (4) business hour response time receipt of the Customer's call. Ricoh service for all Customer service calls located within a major metropolitan area and eight (8) hour average response time for all Customer service calls located fifty (50) miles or greater from aRicoh service covered by the Order. center. Response time is measured in aggregate for all Equipment (b) Uptinhe. Ricoh will service the Equipment provided under an Order to be operational with a quarterly uptime average of 95% (based on in performance standards and an 8 -hour day, during Normal Business Hours), excluding preventative and interim maintenance time. Downtime will begin at the time Customer places a service call to Ricoh. Customer agrees to make the Equipment available to Ricoh for scheduled preventative and interim maintenance. Customer further agrees to give Ricoh advance notice of any critical and specific uptime needs Customer may have so that Ricoh can schedule with Customer interim and preventative maintenance in advance of such needs. (c) Replacement of Equipment. Should a unit of Equipment or an accessory not be able to be maintained in conformance with manufacturer's specifications, Ricoh shall, at its own expense, replace such Equipment with another unit of the same product designation as that Equipment and Ricoh shall bear all installation, transportation, removal and rigging charges in connection with the installation of such replacement unit; provided, however b) f as r placement unit f the same productacement unit may be a rditioned or designation as the unse it used unit rather than a new unit; and (le t p of Equipment it replaces isnot available, the replacement unit may be a product of substantially similar or greater capabilities. 11. DATA MANAGEMENT SERVICES. The parties actolowledge and agree that Ricoh shall have no obligation to remove, delete, preserve, maintain or otherwise safeguard any infonnation, images or content retained by or resident in any Equipment serviced and maintained by Ricoh, whether through a digital storage device, hard drive or other electronic medium ("Data Management Services''). If desired, Customer may engage Ricoh to perform Data Management Services at then -prevailing Contract rates. Customer acknowledges that Customer is responsible for ensuring its own compliance with legal requirements in connection with data retention and protection and that Ricoh does not provide legal advice or represent that the Equipment and Services will guarantee compliance with such requirements. The selection, use and design of any Data Management Services, and any decisions arising with respect to the deletion or storage of data, as well as the loss of any data resulting therefrom, shall be the sole and exclusive responsibility of Customer. If desired, Customer may engage Ricoh to perform the following Data Management Services, and the parties shall enter into a written work order setting the details of any such engagement: ® Hard Drive Surrender Service. Under this option, a Ricoh service technician car remove the hard drive from the applicable equipment (set forth on a work order) and provide Customer with custody of the hard drive before the equipment is removed from the Customer's location, moved to another department or any other disposition of the equipment. The cost for the Hard Drive Surrender Services shall be as set forth in the Contract. ® Data®veativrite3ecurity System (DOSS). DOSS is a Ricoh product designed to overwrite the sector of the hard drive used for data processing to prevent recovery. Additionally, DOSS also offers the option of overwriting the entre hard drive up to nine (9) times. 12 PURCHASES OF EQUIPMENT FOR CASA. Iii the event that Customer desires to purchase equipment or products from Ricoh from time to time, it may do so by issuing aPurchase Order/Sales Order to Ricoh for that purpose. hh connection with any equipment purchase from Ricoh, Ricoh shall transfer to Customer any equipment warranties made by the equipment manufacturer, to the extent transferable and without recourse. Customer agrees to confirm delivery and acceptance of all equipment I under this Agreement within ten (10) business days after any equipment is delivered and installed (if installation has been agreed to by the pasties) by signing a delivery and acceptance certificate 4 711850 01/08/2014 13:52 PM 13538175