Service Agreement for Office Machines

Terms and Conditions

1. Purpose.

   This document delineates the specific terms and conditions which will govern the provision of hardware maintenance to office equipment that is placed under an annual service agreement. The service provider for this service agreement - Telecommunications, Electronics, and Computer (TEC) – shall be hereafter referred to as “TEC”. The owner of the office equipment shall be hereafter referred to as “Customer”.

2. Definitions.

   1. Office Equipment: Typewriters, Fax Machines, Time Clocks/Stamps, Calculators, and Folders.
   2. On-Site: The specific location – building and room number on campus – at which the covered equipment is used.
   3. Scheduled Maintenance: Preventive Maintenance that is performed one or more times per year in order to avert expensive repairs and to maintain the equipment in peak operating condition. Scheduled maintenance is always performed at a pre-arranged time that is convenient to the Customer. This agreement extends scheduled maintenance coverage to typewriters only.
   4. Remedial Maintenance: Unscheduled equipment maintenance that is requested immediately after the equipment experiences a malfunction. The purpose of this type of maintenance is to restore the equipment from its faulty state to a condition in which it performs to the manufacturer’s published specifications. This type of repair is also referred to as emergency, corrective, or restorative maintenance.

3. Agreement Duration.

   This Agreement shall commence on July 1, 2006 and terminate on June 30, 2007.

4. TEC Responsibilities.

   1. Extent of Coverage: This service agreement is structured to support a variety of types of office equipment to include typewriters, fax machines, calculators, time clocks/stamps, and folders. This service plan is comprehensive in nature, providing on-site labor and parts required to complete the service on the covered hardware. Labor covered by this agreement includes all efforts to correct the equipment malfunction and restore the equipment to a fully-operational status; however, operational maintenance tasks, as specified in the operator’s manuals to keep the equipment in good operating condition between service calls, are the responsibility of the operator(s) of the equipment. In addition, the agreement covers the labor and parts required to complete the scheduled maintenance for typewriters only. Service will be effected on a repair or replace basis, but in all instances, the performance of the equipment will be restored to original or better specifications. Service will be rendered on-site unless it becomes necessary to remove the equipment or a portion thereof to the service facility to complete the repair.
   2. Customer Response Time: The Customer will receive a call-back from the Office Equipment Technician within four (4) business hours of the service request. In the event the problem cannot be diagnosed via telephone, the service technician will be dispatched to the Customer’s site on the same day the call-back is made, if the call-back is completed before 12:00 Noon; however, if the call-back is made after 12:00 Noon, the technician could be dispatched the next business day. The technician will be required to report on-site within the above stated time constraints only if the problem cannot be diagnosed during the initial call-back. For cases where the fault is pinpointed over the telephone, the technician will arrive at the Customer’s site immediately after securing the replacement part (from TEC Stock for the majority of parts and assemblies). Typically, the office equipment will be restored to a fully-operational condition within one (1) business day from the time the diagnosis is made.
   3. Coverage Period: Service shall normally be performed from 8:00 AM to 5:00 PM EST, Monday through Friday, excluding University of Georgia holidays. Maintenance may be conducted at other than routine service hours if mutually agreed to by the Customer and TEC.
   4. Replacement Parts/Components: TEC shall be responsible for the acquisition of all replacement parts/components/materials required to complete a service task with the exception of consumable items that include, but are not limited to, toner cartridges and imaging units for fax machines, typewriter ribbons and correction tapes, inkjet cartridges, and typewriter typing elements. All spare parts used in servicing the covered equipment shall be new or refurbished parts that meet or exceed the original manufacturer’s specifications.
   5. Scheduled Maintenance: Scheduled (preventive) maintenance shall be performed on typewriters only. This maintenance will include a thorough inspection of the typewriter and any adjustments and lubrication that may be required.
   6. Pre-Contract Inspection/Repairs: All office equipment items that are candidates for the TEC Service Agreement will undergo a thorough inspection and functional test to ascertain that the equipment is in a fully-operational condition. Equipment that must be repaired prior to entry into the service agreement program will be restored to a normal operating status on a time and material basis. The labor charges for the pre-contract repair will be discounted 50 percent after the Customer signs the Annual Service Agreement Subscription form.
   7. Agreement Terms: Service agreements shall be purchased on an annual basis beginning on July 1 of a specific year and ending on June 30 of the subsequent year. The fees for service agreements that are purchased.

5. Customer Responsibilities.

   1. Service Requests: Customers will initiate service activity by placing a telephone call to the TEC Customer Reception Desk at 542-3871. The Customer should make the Customer receptionist aware that his/her office equipment is covered under a TEC Service Agreement at the time the request for service is initiated. The TEC Receptionist will ask for the equipment serial number and a brief description of the equipment malfunction. A call-back will be made to the Customer within the time constraints specified in 4. B. above.
   2. Customer Duties: The following requirements shall be satisfied by the Customer:
      1. Provide the TEC Office Equipment Technician with
         1. reasonable and safe access to the equipment
         2. adequate working space and facilities at the repair site necessary to service the equipment.
      2. Do not allow anyone to service the equipment except TEC technicians.
      3. Replace consumable items such as toner and inkjet cartridges for fax machines; ribbons, correction tapes, and typing elements for typewriters; and other parts that are deemed user-replaceable by the manufacturer.

6. Exclusions.

   TEC’s obligation to provide office equipment service under this agreement is contingent upon proper use and care of the covered equipment. TEC shall not be obligated to furnish technical support if such support is required because of:

   1. improper use, abuse, accident, or neglect.
   2. alterations, modifications, or attempts to perform service not authorized by TEC.
   3. causes external to the system such as failure to maintain environmental conditions within the operating range specified by the respective equipment manufacturer.
      
      ANY SERVICE FURNISHED BY TEC AS A RESULT OF SUCH EVENTS WILL BE INVOICED SEPARATELY AND PAID AT TEC’S THEN CURRENT PUBLISHED TIME AND MATERIALS RATE.

7. Termination.

   Either party may terminate this service agreement at any time upon thirty (30) days written notice to the other. The amount refunded to the Customer shall be prorated based upon the number of months remaining on the agreement.