The selected Offeror must monitor and provide service on Lexmark 600 series printers that are located at FW&GS stores throughout the Commonwealth of Pennsylvania. (See Attachment #6 - FW&GS Store Listing). QUALITY EXPECTATIONS A. Service 1. All service work will be performed by a Lexmark Authorized Service Provider (LASP). Services will be provided for approximately 675 Lexmark 600 series printers including, but not limited to, ms610dn’s and ms621dn’s (black and white only). 2. All service calls must be responded to within 2 hours and all repairs must be completed no later than the close of the next business day. 3. Only original equipment manufacturer supplies are to be used for all toner and repair parts. 4. If a printer cannot be repaired, it shall be replaced with a like Lexmark printer at no cost to the PLCB. B. Monitoring 1. All printers will be monitored remotely by the Offeror for the following issues: a. Low toner: Replacement toner will be sent when the remaining toner reaches 10% volume. b. Impending Failures: A technician must be dispatched when an impending failure is detected. 2. The PLCB will have access to use the Offeror’s monitoring system to monitor all covered printers to track supplies being sent and parts being ordered. PLCB shall have access to reports as described in “REPORTING” listed below.
