Service Level Agreement Equipment Maintenance

Key changes/blockages for reasons other than maintenance In order to be transparent and clarify expectations with our customers, we have provided below a list of the types of basic repairs and services that, through the standard mission requirement process, complement the facility management at no cost to the service request. We have established a framework that prioritizes these mission requirements, as well as a basic service level agreement for those services. Below is a list of generally larger repair and replacement services (aka “projects”), which will facilitate facility management, but only if funded by the applicant and with the approval of the Capital Work Group, Dean of the College or Provoste. To create fair and reasonable expectations, we offer the following level of service agreement, based on our staff, specialties and resource-efficient resources. Facility Management will provide a response to requests based on the following priority level, which is granted to each mission requirement: all new or updated enforcement services or tools (including software) provided by the Entity during the Lifetime. 18. Service Level Options (a) (i) When you sign up for The Standard ALS in the order, PBI will offer either repair or replacement services for the device covered during the initial service period or an extension period (each term under section 19) (the “service life”). They are also entitled to: (x) replacement print heads for covered devices at no additional cost, with the exception of print heads that need to be replaced due to an excluded circumstance; and (y) two preventative maintenance calls per calendar year. PBI warns you in case of preventative maintenance or you can request a preventative maintenance service. If your covered device needs to be repaired, PBI can provide repairs remotely, diagnostic and service and/or by on-site repair service. Repair service is provided only in case of damage due to normal wear.

The repair service may include the use of new, obsolete or recycled parts and assemblies. PBI only provides parts or subsets for unavailable devices (or non-new items) if they are available. If PBI deems it necessary, PBI will send a service technician to your site for on-site service. There are no hourly fees unless the service is provided outside normal working hours, which is only done with your consent. “Normal hours” means 8 a.m. – 17.m, Monday – Friday, except for U.S. public holidays, in the time zone where equipment or other items are located. (ii) If PBI finds that a replacement of covered devices is required, PBI will immediately ship, at no additional cost to you, new, obsolete or recycled devices, the same model or equivalent functional model, in order to replace the device concerned. Unless PBI gives you further instructions, within five days of receiving the replacement equipment, you must put the covered device that replaces the delivery equipment in the van, place the prepaid return address tag on the carton and return it to PBI. You are responsible for the covered device until PBI receives it. Maintenance and support services are not provided for matters resulting (i) from changes, modifications or configurations of services by the customer or by a third party who have not received written permission from the entity and/or (ii) of the technology or IPRs that were not provided by the Entity in accordance with the agreement.



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