HP MAINTENANCE SERVICES AND SUPPORT SCHEDULE 7/23/2025
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This Maintenance Services and Support Schedule (“Schedule”) defines the activities to be provided by the HP entity named below (“HP”) to the customer named below (“Customer”) and applies to Customer’s purchases of and HP’s provision of maintenance services (the “Services”). This Schedule describes the Statement of Work for the delivered Services, along with the NASPO ValuePoint Master Agreement Terms and Conditions for Copiers and Managed Print Services number 187822 and the California Participating Addendum number 7-24-70-46-02, which collectively constitute the agreement (“Agreement”) between the parties. This Agreement is not effective until signed by Customer and accepted by HP, as specified below (“Effective Date”). The Parties agree that this Agreement and any Change Order or other ancillary agreement can be completed and executed with electronic signatures or as otherwise required by law.
Capitalized terms not defined herein are defined in the Agreement. In case of conflicts between terms of this Schedule and the Agreement, the provisions of the Agreement shall prevail to the extent of the conflict. HP and Customer may be individually referred to as “Party,” and collectively as the “Parties.”
1. TERM: __60__ MONTHS
2. GENERAL DEFINITIONS
Support Programs (“PROG”).
Maintenance Services and Support (“MSS”): Full MSS – Includes toner and ink cartridges, maintenance kits, parts, and repairs.
Essential Support (“ES”): Toner Only – Includes toner and ink cartridges drop shipped to Customer’s dock. Maintenance kits, parts, and repairs available on a Time and Materials (“T&M”) invoice.
H P W I L L P R O V I D E S U P P O R T W H I C H I N C L U D E S T H E F O L L O W I N G :
3. PRICING SCHEDULE
S U P P O R T R A T E S F O R T H E V A R I O U S D E V I C E S A R E A S F O L L O W S :
M O D E L T Y P E R A T E P R O G M O D E L T Y P E R A T E P R O G HP E57540 Black $0.0158 MSS HP E57540 Color $0.0612 MSS HP E5800 Black $0.0204 MSS HP E5800 Color $0.0801 MSS HP E87640 Black $0.0064 MSS HP E87640 Color $0.0373 MSS HP E87660 Black $0.0064 MSS HP E87660 Color $0.0373 MSS HP E877 Black $0.0068 MSS HP E877 Color $0.0214 MSS
HP M454 Black $0.0219 MSS HP M454 Color $0.0886 MSS
HP M578 Black $0.0208 MSS HP M578 Color $0.0749 MSS
HP Pro 4201 Black $0.0269 MSS HP Pro 4201 Color $0.1085 MSS HP X57945 Black $0.0151 MSS HP X57945 Color $0.0501 MSS HP E40040 Mono $0.0116 MSS HP E50145 Mono $0.0107 MSS HP E60055 MICR $0.0446 MSS HP E60055 Mono $0.0134 MSS HP E60155 Mono $0.0134 MSS HP M402 Mono $0.0184 MSS
HP M404 Mono $0.0184 MSS HP M527 Mono $0.0147 MSS
HP M602 Mono $0.0174 MSS HP M605 Mono $0.0135 MSS
HP M610 Mono $0.0174 MSS HP Pro 4001 Mono $0.0171 MSS HP P4015 Mono $0.0074 ES
Toner and Ink Cartridges Repair Services for devices in MSS Program Strategic Business Reviews Maintenance Items for MSS Program Cleanings at Every Technician Visit Assigned Account Manager Toner and Ink Cartridge Disposal Phone and Online Support for MSS Program Remote Monitoring Software Location Specific Response Times Enhanced Account Manager HP MAINTENANCE SERVICES AND SUPPORT SCHEDULE 7/23/2025
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4. SERVICE REQUESTS
Service requests can be made twenty-four (24) hours a day, seven (7) days a week by calling HP’s toll-free number (1-800-745-2025) and leaving a voice mail or through the online portal (www.hp.com/go/mpsservice). Upon receipt of any supplies provided by HP under this Schedule, Customer shall be responsible for their safekeeping and shall reimburse HP, at the then-current NASPO ValuePoint Master Agreement list price, for any supplies that are lost, stolen or damaged. Supplies provided by HP under this Schedule may only be used on devices covered under this Schedule. At the end of the Term, unused supplies provided by HP under this Schedule shall be returned to HP and are the property of HP at all times unless otherwise specified. HP encourages Customer to use HP’s free cartridge return program for empty laser and ink cartridge disposal. See www.hp.com/recycle for details. Except to the extent that a specific requirement is set out in this Schedule, HP will manage the method and provision of the support programs in its sole discretion.
5. SERVICE LEVEL DEFINITIONS
(a) MSS Response Times: HP offers two (2) response times depending on locations:
HP Priority – Priority 4 Hour Response, toner and ink drop ship. HP Extended Reach – Depending on location, it may be greater than Next Business Day Response, toner, and ink dropship.
(b) MSS Response Times will only be measured during HP normal business hours and only apply to devices supported by the MSS program. Location specific MSS Response Times can be found in Exhibit A, attached hereto. All Response Times are determined by the ZIP codes listed in Exhibit A, therefore, if a location is listed with an incorrect ZIP code, then the Response Time may be incorrect and will be corrected by way of a Change Order.
6. ENHANCED ACCOUNT MANAGEMENT
HP will provide Customer with an Account Manager (“AM”) that will perform the following services for the Term of the Schedule: (1) Serve as the single point of contact responsible for the delivery of the Services, Customer relationship, Customer satisfaction, and manage escalated issues and corrective actions until resolution; (2) Assist with coordinating and managing Change Orders; (3) the fleet management analysis (fleet utilization), and (4) recommendations for optimization.
HP will perform all activities remotely.
8. TERM, TERMINATION & RENEWAL
The term of this Schedule will begin on the Schedule Effective Date and will continue for the Term indicated above. Rates listed in the Pricing Schedule above are fixed for the initial Term of this Schedule.
Customer may only terminate this Schedule in the event of HP’s uncured material breach of this Schedule. HP will have thirty (30) days from Customer’s written notice to cure such breach. If HP fails to cure such breach within the thirty (30) day period, this Schedule will terminate, with no Termination Fee, ninety (90) days after the written notice was received.
This Schedule may not be cancelled for convenience by Customer. In the event of any early termination of this Schedule by Customer for any reason other than HP’s material breach, HP, in its sole discretion, may assess and invoice Customer the number of impressions estimated to be remaining for the term of this Schedule based on the most recent historical impression counts (“Termination Fee”). Upon termination of this Schedule, Customer will pay HP for all Services performed, and all charges and expenses then due HP under this Schedule, including any applicable Termination Fee.
HP reserves the right to terminate this Schedule with thirty (30) days’ notice.
9. DEVICES COVERED UNDER THIS SCHEDULE
The impression rates listed in the Pricing Schedule above and the terms contained herein are offered based on supporting all eligible devices within Customer’s supportable locations listed in Exhibit A and Customer keeping the remote monitoring software active and reporting. All devices of a similar model/series must be enrolled in the support program and covered under this Schedule unless a specific written exception is granted. Devices can only be removed from the support program if they are taken out of service and permanently removed from a supportable location. Additional devices may be added at any time if HP currently provides support for that model/series.
Supportable devices that are added at a later date that are not currently included in the Pricing Schedule will be added at the then current rate. To add a device to or remove a device from the Schedule, Customer must submit an email request to HP at pmps- [email protected] using a form to be provided by HP. Such requests must be submitted by an account manager or executive employed by Customer, or an employee authorized by the account manager or executive. Devices must be in a working condition prior to being enrolled in this program. If a device to be added to this Schedule is not new, HP will determine if repairs are required to bring the device to a working condition. If repairs are required, HP will notify Customer and, with Customer’s approval, will provide those parts and repairs at HP’s standard parts and service rates, per the pricing in the NASPO ValuePoint Master Agreement. If a mono device to be enrolled is in a "toner low" or “ink low” condition, Customer will be invoiced 50% of the retail price of a new toner or ink cartridge. If a color device to be enrolled is in a "toner low" or “ink low” condition, Customer will not be invoiced for the first cartridge, but will be invoiced for additional cartridges at retail price. Customer agrees to follow correct device operation guidelines as specified by the manufacturer for all devices covered under this Schedule.
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In the event that a device reaches defined end of service-life or if HP cannot acquire spare parts with commercially reasonable efforts, HP may terminate Services for the respective device and potentially all like devices.
10. HOURS OF SERVICE
HP’s normal business hours are Monday through Friday, 8:00 a.m. through 5:00 p.m., local time. HP does not provide Services during the following holidays:
New Year’s Day
Memorial Day
Independence Day
Labor Day
Thanksgiving Day
Christmas Day
HP does not provide office support, though does provide technician support, during the following holidays:
Martin Luther King Day
Presidents’ Day
Juneteenth
Friday following Thanksgiving
Christmas Eve
HP company-wide shut down from Christmas Day through New Year’s Day
11. PRICING
Customer will be billed at the per impression rates by device model/series as listed in the Pricing Schedule, and per the NASPO ValuePoint Master Agreement. One (1) 8 ½” x 11” (A4) print will be charged as one (1) impression. One (1) 8 ½” x 14” (legal) print will be charged as one point three (1.3) impressions. One 11” x 17” (A3) size print will be charged as two (2) impressions. A duplex print will be charged as two (2) times the number of impressions that would be charged for a one-sided print. All other page sizes will be charged as reported by the device. If no purchase order is issued then, by signing this Schedule, Customer authorizes HP to provide the Services and will not contest payment.
12. CUSTOMER REQUIREMENTS
(a) Customer is responsible for assisting in a timely installation of the remote monitoring software and for keeping the remote monitoring software active. Customer understands that if the remote monitoring software is de-activated, HP will not be able to receive “Toner Low” or “Service Alert” messages from devices and HP will not be held to the response time commitments listed in Exhibit A. Upon either notice or discovery of a non-reporting device, Customer shall promptly return the device to a reporting condition. Customer may be responsible for manually reporting impression counts for non-networked devices or for non- reporting devices to ensure current and accurate data for billing and reporting purposes. Customer acknowledges that Customer has no ownership of software provided by HP, including the remote monitoring software. Subject to the terms of this Schedule and the Agreement, Customer agrees to allow HP the right to collect and use data through the remote monitoring software. (b) Non-Reporting Devices: For any device subject to remote monitoring software (for example, a Data Collection Agent (“DCA”) or other automated data collection tool provided by HP) that stops reporting data (“Non-Reporting Device”), Customer shall support HP in locating and returning all such Non-Reporting Devices to a reporting condition and to a designated location. Customer remains liable for payment of all charges for Non-Reporting Devices as determined by manually retrieved usage reports to be provided by Customer to HP every thirty (30) calendar days from the date that HP notifies Customer of the non-reporting status of the devices until the devices are returned to an automated reporting status. If Customer fails to provide timely usage reports for Non-Reporting Devices, HP may:
(1) continue to invoice impression rates based upon the historical usage data gathered from the last billing cycle when the device was in a reporting status. Once received HP reserves the right to reconcile actual usage against any previously invoiced impression amounts based upon historical data and then invoice in arrears for impressions not previously captured.
Customer agrees to pay all such related invoices.
(2) suspend invoicing for impressions on the affected device until the device is returned to an automated reporting status and then invoice Customer in arrears for all non-reported impressions; or (3) continue to invoice for impressions using the manufacturer’s stated yield as the usage for each cartridge shipped during the billing period, multiplied by the impression rate per applicable device. (a) Manual Reporting Devices: For each device designated as a manual reporting device (i.e. a device that is incapable of automated data reporting), Customer shall provide to HP usage reports every thirty (30) calendar days. If at any point in time Customer stops timely reporting such data, such device shall be deemed a Non-Reporting Device and Customer remains liable for payment of all charges and fees for such Non-Reporting Devices. In such circumstances, HP may continue to invoice for impressions based upon:
(1) the manufacturer’s stated yield as the usage for each cartridge shipped during each billing period that the device remains in a non-reporting condition, multiplied by the impression rate per applicable device; or HP MAINTENANCE SERVICES AND SUPPORT SCHEDULE 7/23/2025
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(2) the historical usage data gathered from the last billing cycle when the device was in a reporting condition. Once received, HP reserves the right to reconcile actual usage against any impressions previously invoiced based upon historical data and then invoice in arrears for impressions not previously captured. Customer agrees to pay all such related invoices. (d) Special Note for mSKU Devices: Any devices designated as mSKU devices in the Pricing Schedule must be connected to the JetAdvantage Management (JAM) software at all times. Customer must assist HP in a timely installation of JAM and support HP in resolving any issues with devices that are not properly connected to JAM. Use of supplies on any mSKU device that are not provided directly by HP as a part of this Schedule may result in the device being disconnected from JAM. HP may increase the impression rate of any mSKU device that is disconnected from JAM, on a forward looking basis, if such non-reporting condition is due to Customer or lack of cooperation of Customer. HP will notify Customer of any adjustment to the impression rates. HP will implement the new impression rates unless notified of a concern within ten (10) Business Days from the notice date. In case of timely notification of concern, HP and Customer will work in good faith to resolve the dispute in a timely manner. During such time, Customer will be invoiced and pay the unadjusted impression rates until resolution of the dispute.
13. TONER AND INK COVERAGE
HP regularly reviews toner and ink consumption. If it is discovered that there are devices that are printing with greater than seven percent (7%) toner or ink coverage for monochrome, and twenty-eight percent (28%) toner or ink coverage for color, HP will notify the Customer in writing. HP will work with Customer to correct this problem by making recommendations that may include but are not limited to print policy changes, workflow changes, and device changes. If after sixty (60) days, Customer has not or will not make changes to reduce toner or ink coverage below these limits, HP may increase the rates to account for the increase in coverage, but at no time shall any rate increase exceed the pricing listed in the NASPO ValuePoint Master Agreement. Those increased rates will remain in place until the next annual review.
14. DEVICE OBSOLESCENCE
A manufacturer may choose to no longer support a device at which time replacement parts and/or supplies are no longer available for that device model/series, HP will make reasonable commercial efforts to continue to provide Service for the device, but HP reserves the right to discontinue providing Services on the respective device and potentially all like devices. If the respective device has been on contract for greater than three (3) months, then a standard credit will be provided towards the purchase of an HP printing device.
HP makes every attempt to identify those devices that are nearing the end of their supportable life. Such devices are described above in the END OF SERVICE LIFE (ES) section above. The standard credit described in the paragraph above does not apply to EOSL Device(s).
15. ITEMS NOT COVERED
The following items are not covered under the Services: paper, font cartridges, third-party SIMM or DIMMs, third-party accessories, and all external interface cards. Special note on Firmware Upgrades: HP will only perform Firmware Upgrades if the manufacturer has announced the Firmware Upgrade resolves a known service issue.
16. REMOVAL OF CONFIDENTIAL INFORMATION
If a hard drive fails, and HP determines that the device, which is still in its service life can no longer be repaired and must be replaced, HP will remove the hard drive from the defective device and leave it with Customer prior to removing the defective device from Customer’s premises. In the event that Customer requests that HP repair or replace a device or upon termination of the Schedule, HP will cleanse all hard drive data in accordance with NASPO ValuePoint Master Agreement §4.6.5.(Hard Drive Removal and Surrender). In any other instance when the hard drive needs to be replaced there may be a cost associated with the replacement drive, and pricing will be in accordance with the NASPO ValuePoint Master Agreement Price List.
17. SCHEDULE REVISIONS
If the assumptions and/or circumstances used to create the Pricing Schedule are found to be incorrect or misstated or to have substantially changed, then HP and Customer shall meet and in good faith negotiate equitable changes to the Schedule, which may include, but is not limited to, adjusting rates and/or service level commitments, in adherence with the NASPO ValuePoint Master Agreement. Any changes will only have effect for the future without any retroactive effect on any rates or charges that have already been invoiced. HP will not be liable for failure to meet any obligations in this Schedule to the extent such failure is due to delayed, false, or inaccurate information provided by Customer.
18. ASSIGNMENT
Neither this Schedule nor any right or obligation hereunder shall be assigned or delegated, in whole or part, by either Party without the prior written consent of the other Party, not to be unreasonably withheld.
19. PUBLICITY
HP may use Customer’s name and identification of this engagement in connection with general lists of customers and experience.
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20. INVOICING
HP will invoice monthly in arrears, based on the impressions made during the previous month. Invoice terms are 30 days from HP’s invoice date.
21. CHANGE ORDERS
Both Parties agree to appoint a project representative to serve as the principal point of contact in managing the delivery of services and in dealing with issues that may arise. Requests to add additional service locations or modify current service locations will require a Change Order signed by both Parties. Additional models/series of devices not currently priced on the Order will be added at the then-current rates, per the NASPO ValuePoint Master Agreement Price List.
22. PRICES AND TAXES
Initial prices will be as quoted in writing by HP. Prices are exclusive of taxes, duties, and fees (including installation) unless otherwise quoted. If a withholding tax is required by law, please contact the HP order representative to discuss appropriate procedures.
24. DISPUTE RESOLUTION
Any disputed matter under this Agreement will be referred to the parties’ Project Managers, except for HP’s right to terminate for Customer’s failure to pay and except with respect to each party’s right to pursue equitable remedies. If the Project Managers are unable to resolve the disputed matter within 2 weeks, the matter will be escalated to the parties’ sponsoring executives. If these representatives fail to reach a mutual resolution within the following 2 weeks, or such other period as may be agreed to by the parties, the matter will be referred to the managers of such sponsoring executives. HP may suspend performance of services under this Agreement to the extent a disputed matter (including without limitation, a force majeure event or unfulfilled dependency) is not resolved within 60 days of the commencement of this dispute resolution process.
[SIGNATURE PAGE FOLLOWS.]
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HP and Customer agree by application of their duly authorized representative’s respective signatures below that this Schedule should become effective as of the Schedule Effective Date. Customer also warrants that signature of this Schedule authorizes HP to provide the Services and that Customer will pay for all Services provided under this Schedule. This Schedule must be signed within ninety (90) days from the date listed in the header of this Schedule. The Parties also agree that this Schedule and any subsequent amendments or change orders are binding upon HP and Customer.
SCHEDULE EFFECTIVE DATE:
HP INC. CITY OF FONTANA
Signature: Signature:
Printed Name: Printed Name:
Title: Title:
Date: Date:
Address: 11361 Chinden Blvd
Boise, Idaho, 83714-0021
Address:
Contact Name: Marcus Davis Contact Name:
Contact Email: [email protected] Contact Email:
Contact Phone: 254-289-6579 Contact Phone:
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EXHIBIT A: SLAs by LOCATION
Address City State ZIP Response Time
11501 Cypress Avenue Fontana CA 92335 HP Priority
11925 Sierra Avenue Fontana CA 92337 HP Priority
14501 Live Oak Avenue Fontana CA 92337 HP Priority
15556 Summit Avenue Fontana CA 92336 HP Priority
15610 Summit Avenue Fontana CA 92336 HP Priority
16489 Orange Way Fontana CA 92335 HP Priority
16581 Filbert Street Fontana CA 92335 HP Priority
16710 Ceres Avenue Fontana CA 92335 HP Priority
16822 Spring Street Fontana CA 92335 HP Priority
16860 Valencia Avenue Fontana CA 92335 HP Priority
17004 Arrow Blvd. Fontana CA 92335 HP Priority
17004 Upland Avenue Fontana CA 92335 HP Priority
17005 Upland Avenue Fontana CA 92335 HP Priority
17122 Slover Avenue Fontana CA 92337 HP Priority
7350 W. Liberty Parkway Fontana CA 92336 HP Priority
8353 Sierra Avenue Fontana CA 92335 HP Priority
8380 Cypress Avenue Fontana CA 92335 HP Priority
8437 Sierra Avenue Fontana CA 92335 HP Priority
8463 Sierra Avenue Fontana CA 92335 HP Priority
8491 Sierra Avenue Fontana CA 92335 HP Priority
Special Note for Devices Supported under the ES Program. The Response Times listed below do not apply to those devices supported under the ES program. HP will drop ship toner and ink cartridges via a common carrier to a Customer’s location in a timely manner and as requested by the Customer.
MPS Response Times: HP offers two (2) response times depending on locations:
HP Priority – Priority 4 Hour Response, toner and ink drop ship. HP Extended Reach – Depending on location, it may be greater than Next Business Day Response, toner and ink drop ship.
All Response Times are determined by the ZIP codes listed above, therefore, if a location is listed with an incorrect ZIP code, then the Response Time may be incorrect and will be corrected by way of a Change Order.