Service Level Agreement

The purpose of this Service Level Agreement (“SLA”) is to formalize an arrangement between the University of Washington (the “University” or the “UW”) and Ricoh USA, Inc. (“Ricoh”) to deliver equipment, supplies and support services, at specific levels of support.

Services Covered Under This SLA:

The following services are provided by Ricoh to the UW:

1. Deployment: Deployment of equipment and supplies, and maintenance of said equipment and supplies. This is all-inclusive of equipment, maintenance, parts, travel, toner, and all consumable supplies except paper and staples. Delivery of new equipment placements shall be accomplished within 30 days after assessment completion and customer authorization has been received with an agreed to Statement of Work(See Item 16. Form of Statement of Work – Sample). Note: UW-owned equipment for which Ricoh is providing services and supplies under the “Services & Supplies” model does not include Ricoh’s provision of equipment, as the UW already owns the equipment.
2. Service Request: Ricoh Customer Call Centers are staffed to respond to live customer service inquiries 24 hours per day, seven days per week, including holidays. Service and Supply placement orders will be conducted between the hours of 8:00 a.m. and 5:00 p.m. Monday through Friday, excluding recognized holidays. Calls received after hours will be for the purposes of the customer placing service and or supplies request only. Technical telephone support is only available between the hours of 8:00 a.m. and 5:00 p.m. Monday through Friday.In addition, customers have the ability to place service calls electronically via the Web, facsimile and telephone voice mail 24x7.