METHOD OF OPERATION FOR COMPUTER REPAIR SERVICES CONTRACT

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1 METHOD OF OPERATION FOR COMPUTER REPAIR SERVICES CONTRACT 1.0 Background This is a reprocurement of the Computer Equipment Repair term contract, presently due to expire on July 31, This Request for Proposal (RFP) was issued by the Procurement Bureau, Division of Purchase and Property (DPP), Department of the Treasury on behalf of the State of New Jersey. The purpose of this RFP was to solicit proposals for the repair of personal computers and related hardware including, monitors, printers, scanners, digital projectors, file and print servers and all components specified in this RFP. The State intends to extend the contract to its Cooperative Purchasing Partners. These partners include quasi-state agencies, counties, municipalities, school districts, volunteer fire departments, first aid squads, independent institutions of higher learning, County and State colleges, and Universities. 3.0 SCOPE OF CONTRACT The Contractor shall provide all-inclusive computer equipment and peripheral repair services statewide on State-owned hardware, including but not limited to, personal computers, printers, and associated IT equipment as listed herein. All repairs shall be performed on-site unless the nature of the repair or other conditions require depot repair. This section describes the work which the Contractor shall perform for each category of Service Credit Unit (SCU). 3.1 CATEGORIES OF EQUIPMENT 1. PC Desktops Intel-based PC, NOT utilized as a server 2. All-In-One PC s Intel based (Example: Dell 9020 AIO) devices. 3. Laptops With the exception of the battery which shall be considered a consumable. 4. Laptop Docking Stations 5. Monochrome Laser Printers (Low Volume up to 40 Pages per Minute PPM) 6. Monochrome Laser Printers (Medium Volume 41 PPM PPM) 7. Monochrome Laser Printers (High Volume over 60 PPM) 8. Color Laser Printers (Low Volume up to 40 PPM) 9. Color Laser Printers (Medium Volume PPM) 10. Color Laser Printers (High volume over 60 PPM) 11. Line Impact Printers Dot matrix impact printers, including but not limited to, IBM 6400, Tally 6312 up to 1200 lines per minute. 12. Desktop Impact Printers - Dot matrix impact printers, including but not limited to Tally 2280+, ~1500 line per minute. 1

2 13. Small Flat Panel Monitors Displays with a diagonal measured screen less than or equal to Medium Flat Panel Monitors Displays with a diagonal screen size greater than 19 but less than or equal to Large Flat Panel Monitors - Displays with a diagonal screen size greater than 25 but less than Uninterrupted Power Supplies (UPS ) With the exception of the battery which shall be considered a consumable. 17. KVM Switches 18. Tape Libraries 19. Point-of-Sale Terminals 20. Black & White Inkjet Printers Low Volume up 12 PPM Black & White Inkjet Printers Medium Volume up PPM 21. Color Inkjet Printers Low Volume up to 15 PPM 22. Color Inkjet Printers Medium Volume 16 PPM 35 PPM 23. Multifunction Inkjet Black & White Printer/Scanner/ Copier/Faxes Low volume up to 21 PPM 24. Multifunction Inkjet Black & White Printer/Scanner/ Copier/Faxes Medium volume up to PPM 25. Multifunction Inkjet Black & White Printer/Scanner/ Copier/Faxes High Volume up to PPM 26. Multifunction Inkjet Color Printer/Scanner/ Copier/Faxes Low volume up to 20 PPM 27. Multifunction Inkjet Color Printer/Scanner/ Copier/Faxes Medium volume to PPM 28. Multifunction Inkjet Color Printer/Scanner/ Copier/Faxes High volume PPM 29. Multifunction Laser Black & White Printer/Scanner/ Copier/Faxes Low volume up to 40 PPM 30. Multifunction Laser Black & White Printer/Scanner/ Copier/Faxes- Medium volume, 41 to 60 pages per minute (PPM) or less 31. Multifunction Laser Black & White Printer/Scanner/ Copier/Faxes - High volume, over 60 PPM 32. Multifunction Laser Color Printer/Scanner/ Copier/Faxes - Low volume up to 40 PPM 33. Multifunction Laser Color Printer/Scanner/ Copier/Faxes - Medium volume, 41 to 60 PPM 34. Multifunction Laser Color Printer/Scanner/ Copier/Faxes - High volume, over 60 2

3 35. Scanners Flatbed maximum color resolution: 600 dpi 36. Scanners Flatbed maximum color resolution: 2400dpi 37. Scanners Flatbed maximum color resolution: 6400 dpi 38. Scanners Flatbed maximum color resolution: 9600 dpi 39. Scanners ADF maximum speed color simplex: 30 PPM 40. Scanners ADF maximum speed color simplex: 60 PPM 41. Scanners ADF maximum speed color simplex: 90 PPM 42. Scanners ADF maximum speed color simplex: 150 PPM 43. Digital Projectors - Wired and Wireless (current equivalent replacement value less than $1,000) 44. Digital Projectors - Wired and Wireless (current equivalent replacement value $1,000 2,000) 45. Wedge Readers and Wands 46. Wedge Readers and Scanners 47. Enterprise Class Virtual Server Platforms Dell PowerEdge 710, M620 and R Common Blade Servers Dell PowerEdge M610, M710 and M Common Intel File, Print, and Storage Servers Dell PowerEdge R720, PowerEdge T310 and Dell Common Intel Application Servers Dell PowerEdge R720 3

4 Welcome Your Account Account Name: State of New Jersey Agency Name: STG Strategic Account Executive: Joe Kuczynski STG Account Service Delivery Director: Aaron Sorensen Welcome Thank you for choosing STG, a Tech Data Company, to provide Maintenance Services for your IT assets. Providing IT services to your organization is a critical component for your business, and we will assist you in this effort. Service Expectation Once the service call is placed through the STG Response Center, the customer service engineer responsible for the account will call back to establish an estimated time of arrival, schedule a service window and begin troubleshooting. STG Data Services STG Tech Data provides services that help optimize and operate your data center. For each of the data center components, we have specific services. Technology Assets Maintenance People Staff Augmentation Projects Professional Services Strategy - Consulting Your Account Manager can assist you with these offerings or you can learn more on our website at Share Your Feedback Visit the STG Tech Data website and share your feedback ( STG responds to all submissions within 1 business day and we will share your feedback with the appropriate audience. Thank You! Thank you again for allowing Signature Technology Group, Inc. to help you provide and maintain IT services to your organization. Signature Technology Group, Inc

5 Service Procedure Service Call Procedure You may place a service order with our Response Center 24 hours a day, 7 days a week, 365 days a year. In order to provide prompt service, please use the following steps when you place a service call: 1. Contact our 24x7 STG Response Center at Provide your Account Name = State of New Jersey Agency Name = 3. Provide your Name, , and Telephone Number 4. Provide your Internal Ticket Number 5. Provide the Site Address where equipment is located 6. Provide the Device Serial Number 7. Provide a Description of the Problem First Response Once you place a call through the Response Center, a Service Desk Engineer will call you back within 30 minutes to begin troubleshooting, establish an ETA, and schedule a service appointment. Service Scheduling This Service Desk will be your primary point of contact for the duration of the service call. The Service Desk will work with you to schedule a convenient time for service on your equipment and coordinate with all other members of the STG team until your service order is complete. Signature Technology Group, Inc

6 Service Delivery Delivery Team STG offers teammates from a variety of roles to ensure your service experience is legendary. STG's Service Team Response Center Roles and Responsibilities 24x7 U.S. Based call center Service Desk Engineers (SDE) Incident Managers (IM) Center of Expertise (COE) Engineers Field Service Engineers Logistics Support Team Tier I - Primary point of contact during the life of a service call Tier II - Second level engineer - Engaged to manage escalated support requests Tier III - Technical support specialist - Engaged to resolve complex incidents Technical On-Site Resource - Deployed to the client location to perform maintenance services Provides replacement parts and ensures rapid field deployment for all locations Service Kudos or Escalation The quality of your service delivery matters to us. If you have comments, questions, or concerns, our contact information is below: Management Team Contact Name Contact Number Address Service Desk Manager Jennifer Park (602) jpark@signaturetechnology.com Director, Field Operations Aaron Sorensen (303) asorensen@signaturetechnology.com Sr. Director, Field Operations Vice President of Solution Development Mark Kitson (260) mkitson@signaturetechnology.com Steve McEvoy (602) smcevoy@signaturetechnology.com Signature Technology Group, Inc