Warranty Services

National Master Standing Offer
EZ107-060001/001/VAN to EZ107-060001/006/VAN
Desktop and Network Printers   including Accessories, Supplies and Services

B.11 Warranty Services

In addition to and notwithstanding Section 8.0 (Warranty) in Supplemental General Conditions 9601-1 and Section 13.0 (Warranty) in Supplemental General Conditions 9601-4, the Contractor agrees to provide the following Warranty Services:

(a) Warranty Period: The Warranty Period under this Contract is 12 months, unless the Authorized User purchases an upgrade to the standard warranty (either at the time of purchase of the Product or at any time before the expiry of the initial one-year on-site warranty).

(b) Beginning of Warranty Period: The Warranty Period begins on the Acceptance Date for each Product (and, therefore, the Warranty Period may begin on different dates for different Products under this Contract, if they were delivered and/or accepted on different dates).

(c) Warranty Services: The warranty services to be provided by the Contractor include On-Site Warranty Maintenance and Warranty Technical Support as described in this Contract (collectively, the "Warranty Services").

(d) Parts: The Contractor guarantees that all parts and technical materials required to provide the Warranty Services will be available for 4 years from the date of the Call-up. All parts supplied by the Contractor in performing any maintenance services must be new, unused or certified equal quality.

(e) Warranty Service Calls: Authorized Users may contact:

(i) any service outlet identified by the Contractor at the telephone number on the IPMG website (which must accept service calls from all Authorized Users, anywhere in Canada, during the hours of 08:00 to 17:00 in the local time where the service outlet is located, Monday through Friday, excluding statutory holidays); or

(ii) the Offeror's single toll-free Maintenance Dispatch Number (which must accept service calls from all Authorized Users, anywhere in Canada, during the hours of 08:00 to 17:00 across all time zones across Canada, Monday through Friday, excluding statutory holidays).

(f) Warranty Services included in Product Price: The cost of all parts, labour, travel and any other related costs associated with the Warranty Services are included in the unit price of the Products and no payments will be made for the Warranty Services, regardless of the location from which the Warranty Services are provided.

(g) Hot Swap Service: If agreed upon by the Authorized User, Hot Swap Warranty Service may be provided instead of on-site Warranty Service, either on a per-service-call basis or throughout the Warranty Period. In the latter case, the Authorized User must have approved this at the time of the Call-up, in writing. Where a Warranty Service call is made that cannot be resolved by telephone and Hot Swap Service applies, the Offeror must, within 24 hours, send to the Authorized User, postage paid, a replacement Product that is substantially equal to the Product being replaced, in that it is of similar age or better and able to perform all functions of the Product being replaced. Upon receipt of the replacement Product, the Authorized User will return the defective Product to the Offeror or manufacturer, as applicable, in appropriate packaging with the shipping paid by the Offeror. If the Authorized User is not satisfied that the replacement Product is substantially equal, the Contractor must supply another replacement. The Contractor must continue to provide the Warranty Services for the replacement Product.

(h) Change in Authorized User: The Contractor's obligation to provide the Warranty Services will not be affected by any change in the Authorized User of the Product(s).

(i) Escalation Plan: The Contractor's escalation plan with respect to Warranty Services is as follows: ____________________________.