Printer Service Agreements

Introduction | Plan Comparison | Prices | Terms and Conditions

Terms and Conditions

1. Purpose.

   This document delineates the specific terms and conditions which will govern the provision of maintenance to Hewlett-Packard (HP) LaserJet ™ Printers that are placed under an annual service agreement. The service provider for this service agreement, Telecommunications, Electronics, and Computer (TEC) Services, shall be hereafter referred to as “TEC”. The owner of the HP LaserJet Printer(s) shall be hereafter referred to as “Customer”. These Terms and Conditions apply only to the TEC PM Service Plan for HP LaserJet Printers. The PM PLUS Service Plan is addressed in the Service Agreement for Personal Computers and Printers.

2. Definitions.

   1. Printer: All references to printers in this document will be restricted to HP LaserJet Printers.
   2. On-Site: The specific location – building and room number for on-campus equipment and street address for off-campus printers-at which the covered systems are installed.
   3. Preventive Maintenance. Equipment maintenance performed at scheduled intervals for the purpose of keeping the equipment at a high-level of performance as well as reducing the occurrences of unscheduled restorative maintenance.
   4. Remedial Maintenance. Unscheduled equipment maintenance that is requested immediately after the equipment experiences a malfunction. The purpose of this type of maintenance if 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 normally commence at the start of the fiscal year (July 1) and will terminate at the end of the same fiscal year (June 30). The price of Agreements purchased after July 1 will not be prorated as TEC Services performs a comprehensive preventive maintenance inspection for the printer regardless of whether a full or partial year agreement is purchased.

4. TEC Responsibilities.

   1. Extent of Coverage: This service agreement is structured to support HP LaserJet Printers that are no longer covered under the original manufacturer’s warranty. At the heart of this service plan is a thorough preventive maintenance inspection (PMI) that is performed once per contract term (unless the Customer elects to upgrade his/her plan to include additional PMIs). This plan also furnishes unlimited remedial maintenance labor. The components most commonly replaced during a PM inspection are included in the price of the contract. Parts required for remedial maintenance will in invoiced to the Customer when the repair has been completed. Preventive Maintenance Inspections include the following items:
      1. Thoroughly clean the printer’s transport system to include removal of all toner residue and paper debris.
      2. Vacuum dust from circuit board assemblies.
      3. Replace components that normally experience the most wear.
      4. Post PMI functional check-out of the printer.
      5. All PMI parts and labor included in the price of the Service Agreement.

      Printer service will be effected on a repair or replace basis, but in all instances, the performance of the printer will be restored to original factory or better specifications. Maintenance will be rendered on-site. This plan does not cover printer faults that are purely software related.

   2. Customer Response Time: The Customer will receive a call-back from the Printer Technician within four (4) business hours of the service request. In the event the problem cannot be diagnosed via telephone, the Printer 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 Printer Technician could be dispatched the next business day. The Printer 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 Printer Technician will arrive at the Customer’s site immediately after securing the replacement part (from TEC Stock for the majority of parts and assemblies and from a local HP parts vendor for circuit boards that fail infrequently). Typically, the printer will be restored to a fully-operational condition with 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. Printer service may be conducted at other than routine service hours if mutually agreed to by Customer and TEC.
   4. Replacement Parts/Components: The cost of replacement parts required to complete a restorative (corrective/emergency) repair will be borne by the Customer. The Customer will be invoiced for these parts after the repair has been accomplished. The cost for all parts associated with the PMI (consisting of all components in the fuser maintenance kit except the fuser assembly) is included in the price of the Service Agreement. If the Printer Technician deems it necessary to replace the fuser assembly during the course of the PMI, then the Customer will be invoiced for the fuser when the PMI has been completed. All spare parts used in servicing the printer shall be new or refurbished parts that meet or exceed the original manufacturer’s specifications.
   5. Pre-Contract Inspection/Repairs: All printers 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. Printers 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.

5. Customer Responsibilities:

   1. Service Requests: Customers will initiate service activity by placing a telephone call to the TEC Reception Desk at 542-3871. The Customer should make the Customer Receptionist aware that his/her printer is covered under a TEC Service Agreement at the time the request for service is initiated. The TEC Receptionist will ask for the printer serial number and a brief description of the printer 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 Printer Technician with:
         1. reasonable and safe access to printer(s)
         2. adequate working space and facilities at the repair site necessary to service the printer.
      2. Do not allow anyone to service the printer(s) except TEC Printer Technicians
      3. Replace consumable items such as toner cartridges. TEC will charge the then current hourly labor rate to replace toner cartridges.

6. Exclusions.

   TEC’s obligation to provide printer 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 printer 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.