EXECUTION VERSION ATTACHMENT B SERVICE LEVEL AGREEMENT

Size: px
Start display at page:

Download "EXECUTION VERSION ATTACHMENT B SERVICE LEVEL AGREEMENT"

Transcription

1 ATTACHMENT B SERVICE LEVEL AGREEMENT

2 General Overview This is a Service Level Agreement ( SLA ) between the Canon Solutions America, Inc. and the City of Arlington to document: The printing and finishing services provides to the City The general levels of response, availability, customer service, quality, and maintenance associated with these services The responsibilities of Canon Business Services as a provider of these services and of clients receiving services Processes for requesting services This SLA shall remain valid until revised or terminated. Service Description Canon will provide operation management of the City of Arlington s print/copy shop. Canon will provide comparable services to those that are currently offered. Canon will operate the print/copy shop in the most efficient and economical manner while provide superior customer service. Canon will assist the City in expanding its printing business in the North Central Texas Council of Governments region (Wise, Denton, Collin, Hunt, Palo Pinto, Parker, Tarrant, Dallas, Rockwall, Kauffman, Erath, Hood, Somervel, Johnson, Ellis, and Navarro counties) by consolidating the printing function for many governmental agencies. Roles and Responsibilities Canon s Responsibilities Canon s responsibilities and/or requirements in support of this Agreement are as specified in the Statement of Work to the Contract. The City s Responsibilities Customer responsibilities and/or requirements in support of this Agreement include: Maintaining the City s phone service; Providing appropriate notification to Canon for service changes, such as service interruptions, improvements, schedules, special requests, etc.; Maintain policies that support the provided services; Coordinating with Canon for timely delivery of supplies procured the City s contracts such as, paper, and envelopes; Supporting Canon s internal procedures before invoking contract remedies. 2

3 Services Levels All reductions in charges shall be requested by City in writing within 30 days after the receipt of the quarter end reporting and will be credited to City account in the subsequent quarter, provided that City is in compliance with the terms and conditions of the Contract, including but not limited to City payment obligations to Supplier pursuant to the Contract. The Digital Storefront software systems will be available for submissions 98% of the time. The City's network is not operable DSF Reporting The Print Center will need to work with the end user to complete a manual job submission. If the 98% availability is not met for a given month, then Canon will be subject to liquidated damages of $25.00 for that month. The Digital Storefront software systems will have accurate pricing tables. The City has not provided appropriate information in the agreed upon timeframe Reporting from DSF and end user feedback The Print Center will reconcile and adjust the pricing within 24 hours The Digital Storefront software will allow users to track their requests and expenses. The City's network is not operable Reporting from DSF and end user feedback The Print Center will assist with end user requests to track their requests and expenses. All work submitted to the print center must be completed and delivered before the requested or negotiated time at a rate of 95%. All jobs submitted with a total impression count of 5000 impressions or less will be completed within 48 hours of submission, unless otherwise noted by the requestor within 72 hours. Greater than 10k - to be negotiated with the requestor and turn time guaranteed. Unusually large or complicated requests, spikes in volume that are not pre-scheduled with the print center. Exceptions for rush jobs preapproved by COA. Canon cannot be held accountable for issues related to equipment downtime that is not directly in our control (provided by other 3rd party vendors) provided through DSF, job tickets in place to If the 95% on time delivery rate is not met for a given month, then Canon will be subject to a penalty of 5% of the missed jobs value not to exceed $ on any given month. Such request must be made in writing by COA. All Proposed Budget Books, the CAFR, Water Bill Termination Notices, Warrant Letters, and Juror Summons will be provided on their specified due dates. Any of the specified jobs that are submitted to the Print Center As determined by the end users without reasonable time to complete specified date the job. If the document is not completed by the specified due date, the Canon will waive the amount of the cost of the service relative to the production of such documents. All jobs submitted to the print center will be completed per the client specifications 98% of the time. Outsourced Material will not be held to the same standard. provided through DSF, job tickets in place to If jobs are not completed to customer specifications 98% of the time for a given month, then Canon will complete the job to customer specifications at no additional charge to the end user. CBS will provide "Hard Copy" proofs to the client (if requested) within two business days of the receipt of the job, unless otherwise indicated. Hard copy proofs would be in addition to the on-line proof provided by the EFI Digital Storefront and would not be common practice. Hard copy proofs will not be required on jobs less than $ provided through DSF. in place to If hard copy proof is requested and not delivered by Canon within the two-day or otherwise negotiated timeline, then Canon will be subject to liquidated damages of $10.00 for each occurrence. Canon will deliver the completed water bill statements to the City s mail drop off location within one (1) Business Day after the applicable Determination Date (as Defined herein). The Determination Date is the date which data is received via electronic transmission (FTP or ) if prior to 3:00 PM, Central Standard Time. If data is received after 3:00 PM, Central Standard Time, or not on the date of the agreed upon production schedule, the Determination Date is the Business Day immediately following the date data is received. If the center is closed due to inclement weather. Measurement If Canon is more than (2) two days late printing water bills, Canon would be assessed liquidated damages of $1, for the past due fees that the City would not be able to collect. Supplies Supplies Canon will request standard paper supplies, envelopes and any other City provided supply no later than 3 business days before the need. Paper and supplies outside of the agreed catolog of items and rush jobs. Copy Center will maintain a log of supplies requests and deliveries. Should negative trends occur, site manager will put internal processes in place to remedy situation. If supply is needed on a rush basis due to lack of planning, the Print Center will pay the rush fee. If the need for a rushed supply order is associated to a rush job request, the Print Center will pay the charges and pass it along to the end user as part of a rush fee. 3

4 Prioritization A higher and faster level of service is to be afforded to certain departments within the City and the University. These departments jobs are to be advanced over any other department s requests in the event of conflicting deadlines. High Priority Service Departments not subject to rush fees are considered the following: The City of Arlington City Manager s Office The City of Arlington Mayor and Council Office The City of Arlington Financial and Management resources Department The City of Arlington Water Utilities Department The University of Texas at Arlington Office of the President The University of Texas at Arlington Office of the Provost The University of Texas at Arlington Office of Communications The University of Texas at Arlington Enrollment The University of Texas at Arlington Division of Enterprise Development In the event that these high priority departments are in conflict with each other, reasonable judgment should be used to accommodate all requests. All other department request will follow the priority matrix as follows: Administer job priority and accuracy according to the following established targets: Job Priority Level Time to Complete 1 A Rush - 4 hours 2 B Print Ready (No Bindery) - 48 hours 3 C Print Ready (Minor Bindery/Editing) - 72 hours 4 D Print Ready (Full Bindery & Editing) - 96 hours 5 V Vended or Custom Work hours Accuracy 98% Number of job errors divided by the number of jobs monthly Reporting Supplier will provide full visibility of all metrics to key contact as requested. Metrics requested will Measurement - Confirmation of receipt of documents by designated City report recipient or proof of sent Reporting be provided within 24 hours of reports by Canon. Remedy - Should request and represented in the Confirmation of receipt of designated City recipient not receive Monthly Management report as Size and frequency of ad hoc documents by designated requested report in requested appropriate. Some metrics may requests may impact Canon's City report recipient or timeframe, Portfolio Site Manager take longer than 24 hours to ability to satisfy this SLA. proof of sent reports by will ensure report is completed and collect. If request is unable to be Canon. delivered. Should negative trending fulfilled within 24 hours, supplier will notify City in writing as soon as possible with an estimated occur, Portfolio Site Manager will put internal processes in place to remedy situation. timeframe for completion. 4

5 Customer Service Measurement - Canon will Canon will pursue error resolution log all customer Customer for any customer complaint and complaints as well as Service provide appropriate levels of document the resolution escalation within the print center of such complaints. Customer Service Customer Service Canon will provide on-going training to the users on monthly, quarterly, annual or ad-hoc intervals, as requested in regular account management meetings Canon will be available by phone 98% of the time to all customers during regular business hours The City's or the University's phone systems are down Customer feedback Measurement-Training dates compared to request dates. Tracked by SI Team Customer feedback Manual log / reporting Service Exceptions Inclement Weather Canon will not be held to all standards in the event of inclement weather. To invoke the inclement weather standards, The City of Arlington, the University of Texas at Arlington or Arlington Independent School District would have to publicly announce closure of its campuses or a delayed opening. At that time, It is appropriate to provide services at a diminished level but at a minimum the City and University Departments that have service priority will have to be fully accommodated on those days. If the inclement weather persists for more than (3) three consecutive days, then Canon will work with the Contract Administrator to explore solutions for reaching full service levels. Disaster Recovery (Water Bills) In the event of a disaster, terrorist attack, act of nature, etc, Canon s disaster recovery obligations are as specified in the Contract. Maintenance and Service Changes All services and/or related components require regularly scheduled maintenance in order to meet established service levels. If these activities will render systems and/or applications unavailable for normal user interaction, Canon should take steps to reduce the impact to the user, such as performing them at the end of the business day, before regular business hours or on weekends. If it is not possible after hours, then Canon should communicate the service interruption to the Contract Administrator with as much advance notice as possible. Reporting, Reviewing and Auditing All reports required in this SLA are to be delivered the City s Contract Administrator. This Agreement is valid from the Effective Date outlined herein and is valid until the Date of Termination. The Agreement should be reviewed at a minimum once per fiscal year; however, in lieu of a review during any period specified, the current Agreement will remain in effect. The Contract Administrator is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties. The Contract Administrator will incorporate all subsequent revisions and obtain mutual agreements/approvals as required. Contract Administrator: Darrell Strange Review Period: Annually 5