On-Site Warranty Maintenance

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

B.12 On-Site Warranty Maintenance

As part of the Warranty Services, the Contractor accepts prime responsibility for the diagnosis and resolution of all problems that occur in the Products (including software issues and compatibility with the Authorized User's network) throughout the Warranty Period and will provide the maintenance services described in Supplemental General Conditions 9601-1 as follows:

(a) Principal Period of Maintenance: The Contractor must perform the On-site Warranty Services during the Principal Period of Maintenance (PPM), which is defined as the continuous period during the hours of 08:00 to 17:00 (local time in all time zones across Canada), Monday through Friday, excluding statutory holidays.

(b) Exception - Hot Swap Warranty Services: The Contractor is not required to provide On-Site Warranty Maintenance services for Products that are not located in Canada within a radius of 100 km of any city or town with a population of at least 30,000 (except CLCA areas), unless service to these other areas is within the scope of the Contractor's or the manufacturer's standard warranty for the printer model. For locations outside of these areas, the Contractor must provide Hot Swap Warranty Service. The Contractor may also substitute Hot Swap Warranty Service for any service call where the Authorized User agrees in writing.

(c) Remedial Maintenance:

(i) The Contractor must perform remedial maintenance services, as and when requested by Authorized Users.

(ii) When Canada requests remedial maintenance, the Contractor's service representative must respond within 24 hours. Service response time does not include Saturdays, Sundays or statutory holidays. Response time is calculated from the time the Contractor, its Authorized Agent or Service Outlet has been notified by the Authorized User until the Contractor's technician arrives on site, regardless of the location from which the maintenance services are provided.

(iii) Upon commencing maintenance services, the technician must work continuously throughout the PPM until the Product is returned to operation in accordance with the Technical Specifications in Annex A and the Product Details or until notified by Canada to suspend the work.

(iv) If, after arrival by the Contractor's technician on site, the Contractor determines that it cannot repair the Product within two (2) working days, then the Contractor must provide a loaner unit, similarly equipped as the Product being repaired, at no charge within 24 hours of making this determination. The Authorized User must be permitted to keep the loaner unit until the original Product is repaired and returned in working condition to the Authorized User. The Contractor must provide restoration and hardware-specific configuration on the loaner equipment and upon return of the original Product.

(d) Software Support: The Licensed Software must be to the latest version released, unless otherwise specified, and must be provided with the standard software publisher's warranty and customer support. The Contractor must specify the duration and level of coverage of the software publisher's standard warranty (e.g., one-year hotline support).

(e) Maintenance Reports: For each visit to perform On-Site Warranty Services, a Warranty Service maintenance report must be prepared by the Contractor's technician. It must include the following:

(i) Standing Offer and Call-up number;

(ii) Authorized User's name, telephone number and location;

(iii) date and time of receipt of call and which service outlet received the call;

(iv) dispatch date and time;

(v) printer type and Serial Number;

(vi) site arrival/departure date and time (including the number of hours and date for each day on-site);

(vii) reason for call (description of symptom/diagnosis of fault);

(viii) action taken/service performed, including list of parts replaced/installed;

(ix) technician's name and signature; and

(x) name (printed) and signature of Authorized User accepting that the Product appears to be working in a satisfactory manner.

The Contractor must retain a copy of this report for a period of 6 years and must, upon request by the Contracting Authority, provide a copy of the report to Canada within 30 calendar days.