25B - AGMT FOR PRINTING AND COPIERS

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ATTACHMENT C, SHARP SAMPLE MPS STATEMENT OF WORK TEMPLATE SHARP. Purpose The purpose of this "Scope of Work" is to define partnership expectations between Sharp Electronics Corporation and Customer Name. This document explains aspects of the Managed Print Services Agreement and the responsibilities of each party. Technology Provided By SHARP: Remote Fleet Facilities Manager and/or SHARP MICAS Agent Remote Fleet Facilities Manager is a powerful, easy to use tool designed to remotely collect meter reads, automate supplies fulfillment, and report service information for managing fleets of printers, copiers, and multi -function devices. MICAS is a Sharp developed cloud solution used for monitoring and reporting of Sharp MFPs and other printer equipment. Process and Requirements 1. Service Agreement of Covered Printers and MFP Devices: All equipment and only equipment listed on the Schedule A Managed Equipment List is covered under the Customer Care Maintenance Agreement. The equipment is covered for all service, supplies, parts, and repairs as stated on the Customer Care Maintenance Agreement, unless specifically excluded. 2. Implementation Contract implementation is based on customer continuing to maintain function devices with supplies. Sharp Dealer or Branch location will dispatch a technician to inspect devices and tag with and ID number. Any devices needing repairs to function as designed, will be excluded from the contract or will require a billable charge for initial repair. No more than 10% of the fleet toner cartridges should be in a "low toner" alert status — subject to billable charge for toner needs in excess of standard. 3. Toner Ordering / Stocking Toner orders can be placed using the following methods: a. Phone Sharp Business Systems Supply Department at (877) 267-9328 b. Web Portal: http://nc.sharp-sbs.com/Customer-Support c. Email: SBS-NC-Suopliesd)SharoUSA.com d. Auto Toner Replenishment (ATR) Remote Fleet or MICAS will be the method(s) of choice for ATR alerts. ATR Explained: When toner status reaches 7 days to empty, an alert email is sent to SBS-NC- Suppliesnc ShamUSA.com and will trigger an order to be placed by the Sharp Customer Care Center. Toner will be automatically shipped to the customer location on file for this device. Local Devices (connected directly to PC): ATR will not work for local non -networked devices or Standalone (non -connected) devices. Option (a.) Phone, (b.) Web Portal, or (c.) email, will be the only options for local or standalone devices. 4. Service Calls Sharp service is available Monday thru Friday 8:00 AM to 5:00 PM local time (excluding holidays). Customer can initiate service calls using any of the methods listed below. a. Phone:877-267-9328 b. Email: SBS-CAR-Service pnsharpsec.com c. 132B Web Portal —can be used to place service calls, order supplies, provide meters, and check status of service calls. Signup process will be provided once account is setup. Sharp service level response averages less than 4 business hours. First contact may be a help desk call to initiate diagnosis and resolve remotely if possible, then a technician is dispatched as needed. If device cannot be repaired during initial on -site service call, customer may request service loaner. S. Meter Collection Methods a. Remote Monitoring: Remote Fleet or MICAS will be the method(s) of choice for meter collection. Page 66 Coplers and Managed Print Services - RFP-NP-16-001, NASPO ValuePolnt Master Agreement Tems and Conditims, CMS # 140603 25B-87