i. Establishing terms of maintaining, tracking, and reporting on an agreed upon service level agreement (SLA) with Lincoln County including enforceable penalties for noncompliance by the contractor. ii. Identifying and remediating equipment detached from the network and/or not currently on the managed print program. iii. Identifying and remediating equipment approaching end of useful life and/or support that may become problematic in terms of uptime or have a higher cost of ownership near-term. iv. From first report of request, maintaining service request acknowledgement times to less than one (1) hour and on-site response times to less than four (4) business hours. v. Maintaining a low-effort, zero cost to customer recycling program for empty and used consumables. vi. Automating service notifications and completion of service by the contractor’s field technicians. vii. Automating consumable supplies ordering and shipping. viii. Standardizing equipment, parts, and supplies to the extent practicable for ease of use, ease of training, ease of repurpose in another area, and potentially lower overall costs. ix. Training and documentation on new/replacement equipment and software deployed as part of the contract.
