Warranty Technical Support

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

B.13 Warranty Technical Support

The Contractor must provide the following telephone and Internet-based technical support services throughout the Warranty Period, either directly or through the manufacturer:

(a) Toll-Free Hotline Telephone Support: The Contractor must have a toll-free bilingual technical support telephone number, available during the hours of 08:00 to 17:00 (local time in all time zones across Canada), Monday through Friday, excluding statutory holidays. This number must be accessible to any Authorized User, anywhere in Canada, during the Warranty Period and must be staffed by qualified, full-time, dedicated staff who are knowledgeable about the Products.

(b) Internet-Based Technical Support: The Contractor must provide Internet-based technical support providing, at a minimum, message areas for technical assistance and problem diagnosis. The website must also contain support file areas with download/upload access to information such as technical documentation, drivers, set-up and configuration files and other pertinent software, as well as bulletins pertaining to product announcements, upgrades, recalls, and bug fixes.

The Contractor must ensure that its technical support hotline telephone number and web site URL posted on the IPMG website are up to date.