5855 Rickenbacker Rd | Commerce CA 90040 | Ph: 530.230.4800 | Fx: 530.343.9470 TECHNOLOGY SOLUTIONS YOU CAN TRUST
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Amendment to UBEO Maintenance Agreement between UBEO West, LLC and City of Burbank
Addendum to Maintenance Agreement and any future supplements/schedules thereto between City of Burbank as Customer and UBEO West, LLC as Owner “Agreement”. The words “you” and “your” refer to Customer. The words “we”, “us”, and “our” refer to Owner.
The parties wish to amend the above-referenced Agreement as follows:
Paragraph 1: Remove sentence 2 in its entirety and replace it with: The initial term of this agreement shall be for a period of 60 months and shall be renewed for up to two (2) additional 12 month periods if the parties’ Equipment Rental Agreement is renewed in accordance with its terms.
Paragraph 2: Remove Paragraph 2 in its entirety and replace it with: Maintenance charges will be subject to increase at the end of the initial 60-month term.
Paragraph 4: Below sentence will be added to the end of paragraph 4: “UBEO West, LLC field service technicians agree to live scan fingerprint scan and criminal record check to access the City of Burbank Police Department”.
Paragraph 6: Remove Paragraph 6 in its entirety and replace it with: Meters will be collected remotely through UDCA, in the event that they cannot be collected remotely UBEO West, LLC will calculate an estimated meter reading(s) and bill the customer in accordance with the frequency contracted for. UDCA will be used for monitoring and ordering consumables; the algorithm will be set to 20% based on monthly print volume and toner cartridge yield.
Paragraph 9: is modified so that it does not apply in the case of UBEO Maintenance agreement breach due to failure to deliver the services outline in the agreement, or failure of any SLA.
Paragraph 13: sentence 2 will be modified to change the period where balances are subject to late payment charges from 15 days to 45 days.
Additional SLA’s
• UBEO agrees to pick up and dispose of the existing customer devices if requested by customer, during implementation and will remove the UBEO provided devices at the end of the term of this agreement, at no charge to the customer.
• UBEO will move devices within the city limits at no charge, unless there is need for a stair climber, in the event that there is no elevator.
• UBEO will provide 2 hours or less service response time as calculated from the time the request for service is made
• UBEO will provide a temporary loaner device that is the same or equivalent at no cost to customer excepting the cost of per page printing, for any device that remains non-functional for more than 3 hours in cases where there is no other reasonably accessible or usable option, and the loaner will be left in place until the customer device is repaired and put back into service. To achieve the 3-hour window, UBEO may maintain a few hot swap devices, at no additional cost to the customer, in key areas of the city ready to be deployed by our service technicians. UBEO will push the device needing Attachment 2
5855 Rickenbacker Rd | Commerce CA 90040 | Ph: 530.230.4800 | Fx: 530.343.9470 TECHNOLOGY SOLUTIONS YOU CAN TRUST
www.ubeo.com
repairs into the same ‘closet’ or area to be worked on or have our logistics team pick it up and have it repaired at our local warehouse before being brought back based on customer’s request • If a device cannot be repaired on-site, a temporary loader device will be provided that is the same or equivalent, at no cost to the customer, and left in place until the repaired device is returned and put back into service. There will be no cost to the customer for transporting a loaner back to our local warehouse for repair then re-delivering and re-installing. • If a device cannot be repaired, it will be replaced with the same or customer approved equivalent device at no cost to the customer.
• Any device with multiple issues in any agreed period that causes it to be unusable or degraded for more than 5% of the business hours during the agreed period will be replaced with the same or customer approved equivalent device at no cost to the customer, unless caused by customer negligence.
• Any device that is no longer able to connect to the customer’s network, or no longer able to perform its function for any reason during the initial term of the agreement will be replaced at no additional cost to the city with same or customer approved equivalent
• UBEO will provide remote services like automatic firmware checks and updates, access the device’s web interface, alerts, and run multiple reports on a fleet. • UBEO will maintain the device firmware at the current manufacturer recommended levels. • Any device that no longer has manufacturer support for firmware will be replaced with an equivalent device that has manufacturer support at no additional cost to the customer throughout the initial term of this agreement.
• UBEO will assess device supportability at least 150 days before any extension term of this agreement, or the State and Local Addendum paragraph 8 (End of Term) and notify customers if the device will need to be replaced to maintain manufacturer support throughout the extension period.
UBEO will:
a. Maintain a readily available, accurate, and up- to-date detailed list of all devices and their respective locations throughout the City’s facilities. Give access to this list to the customer when requested, and/or provide software that allows the customer to pull this data whenever needed.
b. Provide usage reports on a monthly, quarterly, and annual basis that include device identifiers, specific locations, usage, page counts, and costs by device, by device and department, within department by user, and rollup by department. The formation of this report will be accomplished according to the needs of the city.
c. Provide a city -wide cost analysis that details costs, performance review along with recommendations to improve operations and further reduce costs and improve business functionality.
d. Provide the ability to monitor print volumes and create incentives for users to reduce print volumes.
e. Perform all preventative maintenance services on all devices at the manufacturer’s suggested intervals and guarantee the use of only original equipment manufacturer parts and supplies.
5855 Rickenbacker Rd | Commerce CA 90040 | Ph: 530.230.4800 | Fx: 530.343.9470 TECHNOLOGY SOLUTIONS YOU CAN TRUST
www.ubeo.com
f. Shall maintain the parts necessary to maintain the devices in working order within the agreed service level.
g. Consumables must meet the original manufacturer specifications. Excluding paper, UBEO assumes all responsibility for device performance due to consumable supplies. Downtime due to lack of consumable supplies will not be acceptable.
h. Excluding paper, the cost for consumables is included in the Maintenance agreement addendum for each printer.
i. Provide proactive Vendor-managed supply alerts to the individuals identified for each device.
j. Paper will be supplied by the customer.
• UBEO must provide telephone and email support in addition to a support portal at no additional charge for the term of the contract.
• UBEO will provide at no additional cost to customer PaperCut MF software or equivalent, dependent customer’s approval of replacement, and configure the software to meet Customer’s secure print, reporting, and chargeback requirements, and the ability to scan to Network shares, OneDrive, and SharePoint using the Customer’s Microsoft Azure Active Directory environment.
• UBEO will provide proactive service alerts to the customer representative identified for each device.
• On a quarterly basis, UBEO will provide customer reports of the key performance indicators (KPIs) including consumables replacement, device response and repair times, device uptimes, and customer survey net promoter scores for UBEO. UBEO will meet with customer quarterly to review these metrics and develop a remediation plan for any failures or negative responses .
• Customer’s device users, purchasing department, and IT Service Desk must be continually satisfied with the printing and muti-function device environment and the services provided. Issues raised regarding services should be shared with the IT Service Desk for visibility along with the steps taken to resolve them. Customer may survey the users of devices, purchasing department, and the IT Service Desk on a regular basis and share responses with UBEO. Any negative responses will require a response and proposed remediation action plan from UBEO.
UBEO will have dedicated training staff to support the city. There will be no cost for initial and follow-up training.
UBEO has a database of training resources that will be used to support the customer and will be completed within 48 business hours of installation of the device. The curriculum will focus on:
• End User Training:
o Hardware program & usage
o Scanning capabilities & accessing AD directories
o Print driver properties & capabilities
o 3rd party software authentication and using custom workflows
5855 Rickenbacker Rd | Commerce CA 90040 | Ph: 530.230.4800 | Fx: 530.343.9470 TECHNOLOGY SOLUTIONS YOU CAN TRUST
www.ubeo.com
o Paper path interruption & supply management
o How to get help - accessing UBEO Support & trouble tickets o Key Operators / Power Users
o More in depth focus on job processing features
o Escalation for paper issues
• Technical Training available depending on the degree that customer’s staff wishes to be part of the first level support:
o Assessing web server for the devices to configuration adjustments o Escalation process for print, scan, and authentication issues o All server-based software as part of the UBEO solution
o For devices being removed or replaced by UBEO, including devices removed at end of term as per the Equipment Rental Agreement paragraph 8, at no additional cost to customer, UBEO will either remove the device HDDs and hand them over to customer for proper sanitation (this is an option as the devices are owned and not leased) or UBEO conducts the system’s embedded DoD overwrite in our warehouse after we have picked the devices up. We will supply the city with a letter of completion listing the model and serial #.
UBEO Performance Guarantee:
At the UBEO, we measure our success by one standard: TOTAL CUSTOMER SATISFACTION. Every one of our employees is committed to ensuring that this is not just a marketing slogan but part of our everyday company culture.
As part of the above commitment, we are pleased to extend to all of our customers who purchase a new or reconditioned product from us the following Performance Guarantee.
If at any time and for a period of up to 5 years from the date of purchase or lease of any copier equipment from UBEO, and as long as the unit is continually covered under an UBEO Maintenance Agreement, we will at your request and for cause, replace the machine in question with another one of the same of similar model, age or newer and meter at absolutely no cost to you.
Read, Signed & Agreed Upon on (Date)
(Customer) UBEO Business Services
By: _________________________ By: __________________________
Name: Richard Whitlock
Title: President, West Region