iB U S - IT SE R V I C E LE V E L A G R E E M E N T /

O P E R A T I O N A L LE V E L A G R E E M E N T
IN T R O D U C T I O N

Se r v i c e / O p e r a t io n a l L e v e l A g r e e m e n t (S / O L A ) fo r Pri n t e r Re n t a l S e r v ic e

Th e O f f ic e Ma n a g e m e n t de p e n d s on t he P ri n t e r Re n t a l S e r v i c e P ro v id e r fo r a d d r e s s in g p ri n t e r - r e la t e d is s u e s

p ro m p t ly .

SE R V I C E Le v e l s an d Me t r i c s

Re s p o n s e Tim e : W it h in 2 ho u r s fo r hig h - p r io r it y is s u e s .

Re s o l u t i o n Tim e : 90% o f is s u e s re s o lv e d w it h i n 24 ho u r s .

SE R V I C E CO N T R A C T EF F E C T I V E DA T E S

Ju n e 1, 2 0 2 4 – Ma r c h 31, 202 5

PU R P O S E

The Of f ic e Ma n a g e m e n t de p e n d s on th e Pr i n t e r R en t a l S er v ic e Pr o v i d e r fo r ad d r e s s i n g pr i n t e r - r e l a t e d iss u e s pr o m p t l y .

SC O P E

Se r v i c e Sc o p e an d De s c r ip t io n

Th e P rin t e r Re n t a l S e r v ic e p r o v id e s hig h - q u a lit y p r in t in g s o lu t io n s fo r t he o ff ic e . It c o v e r s p rin t e r ma in t e n a n c e ,

c a r t r id g e re p l a c e m e n t , an d g e n e r a l p r in t e r - r e la t e d su p p o r t .

RE S P O N S I B IL IT I E S

Pr i n t e r Re n t a l S e r v i c e Pr o v i d e r

- Pr o v i d e ma i n t e n a n c e an d su p p o r t fo r th e re n t e d pr i n t e r s .

- Ens u r e th e pr i n t e r s ar e in go o d wo r k in g co n d it io n .

Offic e Ma n a g e m e n t

- Re p o r t an y iss u e s wit h th e pr i n t e r s in a ti m e l y ma n n e r .

- En su re pr o p e r us a g e of th e pr i n t e r s by th e of f i c e st a f f .

CR IT I C A L IT Y

Pe r f o r m a n c e w il l b e mo n i t o r e d us in g se r v i c e tic k e t s an d us e r fe e d b a c k . Pe r f o r m a n c e re p o r t s w ill b e sh a r e d in a

st a n d a r d iz e d fo r m a t w it h me tric s , tre n d s , an d ar e a s fo r im p r o v e m e n t . All Cr it ic a l is s u e s w ill b e re s o lv e d on t he

sa m e da y or de v i c e s ho u l d be re p la c e d at t he e a r l ie s t .
OB J E C T I V E S

Em a il s e r v ic e w il l b e a v a ila b le 9 /5 / 3 6 5 . IT s e r v ic e de s k su p p o r t w i ll b e a v a ila b le 9: 0 0 a.m . – 5: 0 0 p.m . IS T ,

Mo n d a y t hr o u g h Frid a y . IT s e r v ic e de s k su p p o r t w ill no t be a v a i la b le on ho l id a y s or we e k e n d s . H ig h a v a il a b ili t y

is e x p e c t e d du r i n g b u s in e s s ho u r s .

O c c a s io n a l pla n n e d ou t a g e s w il l o c c u r fo r m a in t e n a n c e an d up g r a d e . Th e s e w ill t a k e p la c e ou t s i d e of

b u s in e s s ho u r s . Em p lo y e e s w ill b e no t if ie d via co m p a n y - w i d e em a i l of an y pla n n e d ou ta g e s .

RE S P O N S E

SEV E R IT Y RE S P O N S E TI M E

Sy s t e m Do w n Imm e d ia t e

C r it ic a l W it h in 1 ho u r

U rg e n t W it h in 2 ho u r s

Imp o rta n t W it h in 1 b u s in e s s da y

CO M M U N I C A T I O N

Int e r r u p t io n s s h o u ld be im m e d ia t e ly re p o r t e d to the IT s e r v ic e de s k via e m a i l, t e le p h o n e , o r s e l f - s e r v ic e po r t a l .

E m a il : Fo r no n - u r g e n t co m m u n ic a t io n s an d upd a te s .

Ph o n e : Fo r im m e d ia t e as s i s t a n c e an d hi g h - p r i o r i t y iss u e s .

P ri c e

Is s u a n c e o f a ne w PO fo r a d u r a t io n o f t hr e e mo n th s , inc o r p o r a t in g t he up d a t e d ra t e s as qu o t e d .

K o n ic a Mi n o l t a Biz h u b C2 8 7 Re n t a l 7 5 0 0 + GS T A4 B/w = 0. 3 9 P a is e pe r Co p y , Co l o r = 4. 5 0 Pa i s e Pe r co p y Po s t fre e

p ri n t pa g e s i. e . , B /W = 200 0 Pa g e s Co lo r = 700 Pa g e s
A3 B/ w = 0.5 5 Pa i s e , Co l o r = 6.5 0 Pa i s e pe r co p y re s p e c t i v e l y .

D IS C L A IM E R

Th i s ag r e e m e n t an d t he inf o r m a t io n it c o n t a i n s a re p ro v i d e d as is , w i t h o u t wa rra n t y of an y kin d , eit h e r

ex p r e s s or im p l ie d . Th e p a r t ie s inv o lv e d in t his ag r e e m e n t d is c l a im all re s p o n s ib i lit y an d lia b i lit y fo r it s

ac c u r a c y , c o m p le t e n e s s , an d re l e v a n c e to yo u r sit u a t io n .

No t h in g in t hi s ag r e e m e n t c o n s t it u t e s , o r is m e a n t to co n s ti tu t e , ad v i c e of an y kin d . If yo u re q u ir e ad v i c e

in re la t i o n t o an y le g a l , fin a n c ia l, or me d ic a l ma t te r, yo u s h o u ld co n s u l t an a p p r o p r ia t e p r o f e s s io n a l .

Th e p a r t ie s inv o lv e d in thi s ag r e e m e n t w ill no t be lia b le fo r a n y lo s s or da m a g e of an y na t u r e , wh e t h e r

a ri s i n g dir e c t ly o r ind ir e c t l y fro m t he us e o f o r re li a n c e on inf o r m a t io n p ro v id e d in t his ag r e e m e n t .

By us in g t his ag r e e m e n t , yo u ag r e e t ha t t he e x c lu s io n s an d lim it a t io n s o f lia b ili t y se t ou t in t his ag r e e m e n t

d is c la im e r a r e re a s o n a b l e . If yo u do no t t hin k the y a re re a s o n a b le , yo u mu s t no t us e t his ag r e e m e n t .

Th i s ag r e e m e n t is s u b j e c t to ch a n g e w it h o u t no t ic e . An y ch a n g e s to thi s ag r e e m e n t w il l b e

co m m u n i c a te d p r o m p t ly on t his pa g e .