This contract was not designed for the purpose of one-time hardware repair usage. It is anticipated that the agency will establish a service-level-agreement (SLA) with MediaSoft as a part of a Statement of Work (SOW) prior to any work being performed. This contract can be used as an emergency repair and service contract. A purchase order can be established up front and only billed as used by the agency. Response Time is two (2) hours. This means that MediaSoft will make telephone contact within two hours of a request for service. The Statement of Work will define minimum repair times and other expectations,
If the computer or printer is under warranty, the State's first contact should be the vendor from whom the equipment was purchased under the relevant state contract, To receive warranty parts and labor on equipment not purchased from MediaSoft, the agency must supply a copy of the proof of warranty (an invoice, delivery ticket, or etc.) prior to requesting that a technician be dispatched, otherwise, all parts and labor will billed at standard, non-warranty prices; there will be no exceptions.
1. Parts
All non-warranty parts are charged at a fixed percentage discount less list price, Shipping charges will be prepaid and added to the invoice for parts ordered overnight or second-day at the customer's request regardless of whether the parts are provided free under the manufacturer's warranty or are purchased non-warranty. All parts are warranted for 30-to-90 days depending on the manufacturer's warranty.
2. Hardware Service Repair
A) All technicians are at a minimum, CompTIA A+ Certified, or certified by the manufacturer (Compaq, IBM, Gateway, Hewlett-Packard, Lexmark, etc…).
B) For on-site warranty work where there is a manufacturer's labor-reimbursement in place, only the hourly charge will be billed from the time the technician or engineer departs MediaSoft, and arrives at customer site. Then after completion of the warranty work, the hourly charge will be billed from the time the technician or engineer leaves the customer site and returns back to MediaSoft. The hourly charge will not apply to services provided by MediaSoft, Inc. to state agencies or other entities that reside in Oklahoma City, Midwest City, Del City, Moore, Edmond and Bethany.
C) If the ordering agency desires the engineer or technician to perform work beyond that specified in the manufacturer's warranty, that time will be charged. For example, reloading of software and/or reconnecting to a printer or network are not covered by a manufacturer's warranty and these items will be charged.
D) The agency may select "depot" repair at the vendor location. The agency is responsible for transportation of the equipment to be repaired, or may request that the vendor prepay freight and add it to the invoice.
E) All labor is warranted for 30 days. All parts are warranted for 30-to-90 days depending on the manufacturer's various warranties.
F) The vendor cannot be liable for any lost data, Backup and disaster recovery are the responsibility of the ordering agency. The vendor cannot ensure that backup data retrieved by the customer is correct and all the data has been captured, Since MediaSoft is not responsible for the agency's backup process, we cannot be held responsible for the backups. The vendor's services under this contract are available to help the agency design and setup disaster recovery schemes. The performance of actual backups and the confirmation of the appropriateness and efficacy of such schemes shall remain the responsibility of the agency.
MediaSoft, Inc. will perform both warranty and non-warranty on-site on the following commercial, Intel-processor-based equipment (no mini-computer, mainframe or consumer products can be supported); contact vendor for more detailed listing:
Compaq: The additional services of a Compaq-Certified ASE are available.
IBM: The additional services of an IBM-Certified PSE are available.
Gateway: Pre-approved by manufacturer.
MediaSoft, Inc. will perform both warranty and non-warranty on-site or depot services on the following commercial equipment (no consumer products can be supported); contact vendor for more detailed listing:
Hewlett Packard and Lexmark: Laser printers only
MediaSoft, Inc. will perform both warranty and non-warranty on-site on the following commercial, Intel-processor-based equipment (no mini-computer, mainframe or consumer products can be supported); contact vendor for more detailed listing:
HP (Compaq): The additional services of a Compaq-Certified ASE are available. Rack-mount-certified technicians are available.
IBM: The additional services of an IBM-Certified PSE are available.
MediaSoft, Inc. will perform both warranty and non-warranty depot repair services on the following commercial, Intel-processor-based equipment (no consumer products can be supported); no on-site repairs are available for laptops; contact vendor for more detailed listing:
Compaq (now HP)
IBM
Software Break Fix Support
Software break/fix support supplies on-site software problem resolution and/or troubleshooting. This support includes the reloading of Microsoft software applications and Microsoft operating systems on workstations or servers in existing installations to correct problems on incorrect configurations.
For software break fix services on workstations this work will be performed by a CompTIA A+ Certified Technician with at least one Microsoft MCP certification. For software break fix services on servers, this work will be performed by a MCSE or Novell CNE.