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Attachment F – Scope of Work Response(Revised 10.30.2018)RFP-NP-18-001Copiers and Managed Print ServicesOfferor Name:Kyocera Document Solutions America, Inc.PART IInstructions: Offeror must indicate their understanding/compliance with the following Subsections of the RFP by selecting “Yes” from the drop-down menu. If a Subsection is not applicable to your Proposal, select “N/A” from the drop-down menu. If you are not able to comply with a Subsection, select “No” from the drop-down menu. For all “N/A” and “No” responses, you must indicate the reason in the Comments column. In addition, if you select “Yes” and would like to expound on that response you may also do so in the Comments column. Subsections not contained in the table below do NOT alleviate Offeror from complying with the requirements of those Subsections.SectionSubsectionSelect the appropriate response from the drop-down menuCommentsSolicitation OverviewContract Term1.5.2YesUnderstood and AgreedPricing1.10.1YesUnderstood and Agreed1.10.2YesUnderstood and Agreed1.10.3YesUnderstood and Agreed1.10.4YesUnderstood and Agreed1.10.5YesUnderstood and Agreed1.10.6YesUnderstood and Agreed1.10.7YesUnderstood and Agreed1.10.8YesUnderstood and Agreed1.10.9YesUnderstood and Agreed1.10.10YesUnderstood and Agreed1.10.11YesUnderstood and Agreed1.10.12YesUnderstood and Agreed1.10.13YesUnderstood and Agreed1.10.14YesUnderstood and Agreed1.10.15YesUnderstood and AgreedRFP Requirements and InformationFirm Offers3.13YesUnderstood and AgreedNews Releases3.17YesUnderstood and AgreedCertification of Non-Debarment3.19YesUnderstood and AgreedScope of WorkOverview4.1.2YesAll Products will need pre-approval prior to being included in contract4.1.3YesUnderstood and Agreed4.1.4YesPlease see VPATs in Supplemental Docs4.1.5YesUnderstood and Agreed4.1.6YesUnderstood and AgreedMPS4.1.7YesUnderstood and AgreedSurvivability4.1.8YesUnderstood and Agreed4.1.9YesUnderstood and Agreed4.1.10YesUnderstood and Agreed4.1.11YesUnderstood and AgreedDealers4.3.4YesUnderstood and Agreed4.3.5YesUnderstood and Agreed4.3.6YesUnderstood and AgreedProduct OfferingsDevice Standards4.4.3 (a)YesFor Quick reference please see Product description for all products in Supplemental docs4.4.3 (b)YesPlease see EPEAT Ratings in Supplemental Docs4.4.3 (c)YesPlease see EPEAT and Energy Star Ratings in Supplemental Docs4.4.3 (d)YesPlease see EPEAT and Energy Star Ratings in Supplemental Docs4.4.3 (e)YesAll Kyocera Products on contract will be Newly Manufactured4.4.3 (f)YesUnderstood and Agreed4.4.3 (g)YesPlease see specifications on Kyocera Web site : (h)YesKyocera has included a link to the published MSRP list on website (i)YesFor Quick reference please see Product description for all products in Supplemental docs4.4.3 (j)YesUnderstood and AgreedDevice Exceptions4.4.4 (a)YesUnderstood and Agreed4.4.4 (b)YesUnderstood and Agreed4.4.4 (c)N/A3D Printers Not Available4.4.4 (d)N/ADuplicators are not available4.4.4 (e)YesUnderstood and Agreed4.4.4 (f)YesUnderstood and Agreed4.4.4 (g)YesUnderstood and AgreedAccessories4.4.5YesUnderstood and AgreedSoftware4.4.6YesUnderstood and AgreedConsumable Supplies4.4.7 (a)YesUnderstood and Agreed4.4.7 (b)YesUnderstood and Agreed4.4.7 (c)YesFor Quick reference please see Material Data Sheets for sample of products in Supplemental docs4.4.7 (d)YesFor Quick reference please see Return of empty Toner Cartridges and Sustainability Programs for all products in Supplemental docsReman/Refurb Equipment4.4.8YesUnderstood and AgreedOpen Market Items4.4.9 (a)YesUnderstood and Agreed4.4.9 (b)YesUnderstood and Agreed4.4.9 (c)YesUnderstood and Agreed4.4.9 (d)YesUnderstood and Agreed4.4.9 (e)YesUnderstood and AgreedEmerging Technologies4.4.10YesUnderstood and AgreedService OfferingsMaintenance AgreementsPricing4.5.2 (a) (i)YesUnderstood and Agreed4.5.2 (a) (ii)YesKyocera will provide, a set copy allowance and an overage rate for b&w copies, all color copies will be billed from copy 1(no minimum).4.5.2 (a) (iii)YesUnderstood and Agreed4.5.2 (a) (iv)YesA monthly flat rate amount will be quoted that excludes supplies. Supplies to be sold separately.4.5.2 (a) (v)YesUnderstood and Agreed4.5.2 (a) (vi)YesUnderstood and Agreed4.5.2 (a) (vii)YesUnderstood and Agreed4.5.2 (a) (viii)YesUnderstood and Agreed4.5.2 (a) (ix)Yes11x17 impressions count as 2 clicks Group A and C(11”x17” impressions)4.5.2 (a) (x)YesUnderstood and Agreed4.5.2 (a) (xi)YesUnderstood and Agreed4.5.2 (a) (xii)YesUnderstood and Agreed4.5.2 (a) (xiii)YesUnderstood and Agreed(Initial Term)4.5.2 (a) (xiv)YesUnderstood and Agreed(Renewal Term)Blended Rates4.5.2 (b)YesUnderstood and AgreedManual Meter Reads4.5.2 (c)YesUnderstood and AgreedCustomer Owned Equipment4.5.2 (d) (i)YesUnderstood and Agreed4.5.2 (d) (ii)YesFor Equipment they acquire through an up-front purchase, a monthly flat rate amount will be quoted that excludes supplies. Supplies to be sold separately.4.5.2 (d) (iii)YesUnderstood and AgreedLease or Rental Equipment4.5.2 (e) (i)YesUnderstood and Agreed4.5.2 (e) (ii)YesUnderstood and Agreed4.5.2 (e) (iii)YesUnderstood and AgreedLegacy Equipment4.5.2 (f) (i)N/AN/A4.5.2 (f) (ii)N/AN/A4.5.2 (f) (iii)N/AN/A4.5.2 (f) (iv)N/AN/AService RequirementsTechnicians4.5.3 (a)YesUnderstood and AgreedStandard Service Levels4.5.3 (b) (i) (1)YesUnderstood and Agreed(End-User Training)4.5.3 (b) (i) (2)YesUnderstood and Agreed(End-User Training)4.5.3 (b) (i) (3)YesUnderstood and Agreed(End-User Training)4.5.3 (b) (i) (4)YesUnderstood and Agreed(End-User Training)4.5.3 (b) (i) (5)YesUnderstood and Agreed(End-User Training)4.5.3 (b) (i) (6)YesUnderstood and Agreed(End-User Training)4.5.3 (b) (i) (7)YesUnderstood and Agreed(End-User Training)4.5.3 (b) (ii)YesUnderstood and Agreed(Preventative Maintenance)4.5.3 (b) (iii) (1)YesUnderstood and Agreed(Equipment Performance)4.5.3 (b) (iii) (2)YesUnderstood and Agreed(Equipment Performance)4.5.3 (b) (iii) (3)YesUnderstood and Agreed(Equipment Performance)4.5.3 (b) (iii) (4)YesUnderstood and Agreed(Equipment Performance)4.5.3 (b) (iii) (5)YesUnderstood and Agreed(Equipment Performance)4.5.3 (b) (iv)YesUnderstood and Agreed(Loaner Equipment)4.5.3 (b) (v)YesUnderstood and Agreed(Repair Parts)4.5.3 (b) (vi) (1)YesUnderstood and Agreed(Service Zones)4.5.3 (b) (vi) (2)YesUnderstood and Agreed(Service Zones)4.5.3 (b) (vi) (3)YesUnderstood and Agreed(Service Zones)Service Logs4.5.3 (b) (vii)YesUnderstood and AgreedEquipment Relocation4.5.3 (b) (viii) (1)YesUnderstood and Agreed4.5.3 (b) (viii) (2)YesKyocera will charge a flat rate plus an hourly fee as listed in attachments E4.5.3 (b) (viii) (3)YesUnderstood and Agreed4.5.3 (b) (viii) (4)YesUnderstood and AgreedMeter Read Invoicing4.5.3 (c) (i)YesUnderstood and Agreed4.5.3 (c) (ii)YesUnderstood and Agreed4.5.3 (c) (iii)YesUnderstood and Agreed4.5.3 (c) (iv)YesUnderstood and AgreedService Level Calculations4.5.3 (d)YesUnderstood and AgreedReporting4.5.3 (e)YesUnderstood and AgreedSoftware Subscriptions4.5.4 (a)YesUnderstood and Agreed4.5.4 (b)YesUnderstood and Agreed4.5.4 (c)YesUnderstood and Agreed4.5.4 (d)YesUnderstood and Agreed4.5.4 (e)YesUnderstood and Agreed4.5.4 (f)YesUnderstood and Agreed4.5.4 (g)YesUnderstood and AgreedPurchase, Lease, and Rental Programs4.6.1YesFor Quick reference please see Leasing Documents for all products in Supplemental docs4.6.2YesUnderstood and Agreed4.6.3YesUnderstood and AgreedEquipment Trade-In4.6.4YesUnderstood and AgreedLease and Rental Rates4.6.5 (a)YesUnderstood and Agreed4.6.5 (b)YesUnderstood and Agreed4.6.5 (c)YesUnderstood and Agreed4.6.5 (d)YesUnderstood and Agreed4.6.5 (e)YesRates will be updated on a quarterly basis to allow for changes in the financial market. The rates will be indexed against the US Daily Treasury Yield Curve Rates and will be the rate in effect at the end of each calendar quarter. 4.6.5 (f)YesInformation on Attachment E. lease and rental rates tab4.6.5 (h)YesRates are included in Attachment E. lease and rental rates tab4.6.5 (i)YesUnderstood and AgreedLeasing and Rental Overview4.6.6 (a)YesThird party Leasing OK4.6.6 (b)YesUnderstood and Agreed4.6.6 (c)YesUnderstood and Agreed4.6.6 (d)YesUnderstood and Agreed4.6.6 (e)YesUnderstood and Agreed4.6.6 (f)YesUnderstood and Agreed4.6.6 (g)YesUnderstood and Agreed4.6.6 (h)YesUnderstood and Agreed4.6.6 (i)YesUnderstood and Agreed4.6.6 (j)YesUnderstood and Agreed4.6.6 (k)YesUnderstood and Agreed4.6.6 (l)YesUnderstood and Agreed4.6.6 (m)YesUnderstood and AgreedLeasing and Rental OptionsFMV Lease4.6.7 (a) (i)YesKyocera agrees to provide all the leasing and rental options listed. For Quick reference please see Leasing Documents for all products in Supplemental docs4.6.7 (a) (ii)YesUnderstood and AgreedCapital Lease4.6.7 (b) (i)YesUnderstood and Agreed4.6.7 (b) (ii)YesUnderstood and AgreedStraight Lease4.6.7 (c) (i)YesUnderstood and Agreed4.6.7 (c) (ii)YesUnderstood and AgreedCancellable Rental4.6.7 (d) (i)YesUnderstood and Agreed4.6.7 (d) (ii)YesUnderstood and Agreed4.6.7 (d) (iii)YesUnderstood and AgreedShort-Term Rental4.6.7 (e) (i)YesUnderstood and Agreed4.6.7 (e) (ii)YesUnderstood and AgreedLeasing and Rental Terms and ConditionsPossession and Return of Lease or Rental Equipment4.6.8 (a) (i)YesUnderstood and Agreed4.6.8 (a) (ii)YesUnderstood and Agreed4.6.8 (a) (ii) (1)YesUnderstood and Agreed4.6.8 (a) (ii) (2)YesUnderstood and Agreed4.6.8 (a) (ii) (3)YesUnderstood and Agreed4.6.8 (a) (iii)YesUnderstood and Agreed4.6.8 (a) (iv)YesUnderstood and AgreedPayment4.6.8 (b)YesUnderstood and AgreedBuyout to Keep Option4.6.8 (c)YesUnderstood and AgreedBuyout to Return Option4.6.8 (d)YesUnderstood and AgreedEquipment Upgrade or Downgrade4.6.8 (e)YesUnderstood and AgreedNon-appropriation of Funds4.6.8 (f)YesUnderstood and AgreedAssignment4.6.8 (g) (i)YesUnderstood and Agreed4.6.8 (g) (ii)YesUnderstood and Agreed4.6.8 (g) (iii)YesUnderstood and AgreedEarly Termination Charges4.6.8 (h) (i)YesUnderstood and Agreed4.6.8 (h) (ii)YesUnderstood and AgreedDefault4.6.8 (i) (i)YesUnderstood and Agreed4.6.8 (i) (ii)YesUnderstood and Agreed4.6.8 (i) (iii)YesUnderstood and Agreed4.6.8 (i) (iv)YesUnderstood and Agreed4.6.8 (i) (v)YesUnderstood and AgreedRemedies4.6.8 (j) (i)YesUnderstood and Agreed4.6.8 (j) (ii) (1)YesUnderstood and Agreed4.6.8 (j) (ii) (2)YesUnderstood and Agreed4.6.8 (j) (ii) (3)YesUnderstood and AgreedCustomer Service4.7.2YesUnderstood and Agreed4.7.3YesUnderstood and Agreed4.7.4YesUnderstood and Agreed4.7.5YesUnderstood and Agreed4.7.6YesUnderstood and AgreedEquipment Demonstration Requirements4.8.1YesUnderstood and Agreed4.8.2YesUnderstood and Agreed4.8.3 (a)YesUnderstood and Agreed4.8.3 (b)YesUnderstood and Agreed4.8.3 (c)YesUnderstood and Agreed4.8.3 (d)YesUnderstood and Agreed4.8.4YesUnderstood and AgreedOrdering and Invoicing Specifications4.9.1YesUnderstood and Agreed4.9.2YesUnderstood and Agreed4.9.3YesUnderstood and Agreed4.9.4YesUnderstood and Agreed4.9.5YesUnderstood and Agreed4.9.6YesUnderstood and Agreed4.9.7YesUnderstood and Agreed4.9.8YesUnderstood and Agreed4.9.9YesUnderstood and Agreed4.9.10YesUnderstood and Agreed4.9.11YesUnderstood and Agreed4.9.12YesUnderstood and AgreedDelivery Requirements4.10.1YesUnderstood and Agreed4.10.2YesUnderstood and Agreed4.10.3YesUnderstood and Agreed4.10.4YesUnderstood and Agreed4.10.5YesUnderstood and Agreed4.10.6YesUnderstood and Agreed4.10.7YesUnderstood and Agreed4.10.8YesUnderstood and Agreed4.10.9YesUnderstood and Agreed4.10.10YesUnderstood and Agreed4.10.11YesUnderstood and AgreedEquipment Installation Requirements4.11.1YesUnderstood and Agreed4.11.2YesUnderstood and Agreed4.11.3YesUnderstood and Agreed4.11.4YesUnderstood and Agreed4.11.5YesUnderstood and Agreed4.11.6YesUnderstood and Agreed4.11.7YesUnderstood and AgreedInspection and Acceptance4.12.1YesUnderstood and Agreed4.12.2YesUnderstood and Agreed4.12.3YesUnderstood and Agreed4.12.4 YesUnderstood and AgreedSecurity RequirementsNetwork and Data Security4.13.1 (a)YesUnderstood and Agreed4.13.1 (b)YesUnderstood and Agreed4.13.1 (c)YesUnderstood and AgreedSensitive Information4.13.2YesUnderstood and AgreedData Breach4.13.3YesKyocera’s information systems are hosted by IBM at one of their data centers. These systems are protected by IBM’s information security measures. Kyocera also maintains firewalls at the perimeter of its corporate network which alerts Kyocera to potentially malicious network activity. Kyocera has a defined process for documenting information security incidents, notifying senior management, documenting the performed response and measures taken to prevent recurrence. Kyocera also has defined internal control processes that are audited both internally and by PWC for SOX compliance annually.Authentication and Access4.13.4 (a)YesUnderstood and Agreed4.13.4 (b)YesUnderstood and Agreed4.13.4 (c)YesUnderstood and Agreed4.13.4 (d)YesUnderstood and AgreedHard Drive Removal4.13.5 (a)YesMain units require Data Security Kits to cleanse the hard drive or need to be performed by a certified technician on site4.13.5 (b)YesPlease see Attachment E for cost4.13.5 (c)YesUnderstood and Agreed4.13.5 (d)YesData Security Kit must be included with Main unit for hard drive sanitation.4.13.5 (e)YesUnderstood and Agreed4.13.5 (f)YesUnderstood and AgreedWarranty Requirements4.14.1 YesUnderstood and Agreed4.14.2YesUnderstood and Agreed4.14.3YesUnderstood and Agreed4.14.4YesUnderstood and Agreed4.14.5YesUnderstood and Agreed4.14.6YesUnderstood and Agreed4.14.7YesUnderstood and Agreed4.14.8YesUnderstood and Agreed4.14.9YesUnderstood and Agreed4.14.10YesUnderstood and AgreedLemon Clause4.14.11 (a)YesUnderstood and Agreed4.14.11 (b)YesUnderstood and Agreed4.14.11 (c)YesUnderstood and Agreed4.14.11 (d)YesUnderstood and Agreed4.14.11 (e)YesUnderstood and Agreed4.14.11 (f)YesUnderstood and AgreedAttachment F – Scope of Work ResponseRFP-NP-18-001Copiers and Managed Print ServicesOfferor Name:KYOCERA Document Solutions America, Inc.PART IIInstructions: Offeror must provide a detailed response to each of the questions (and their sub-questions) listed below. Responses will not be limited to a certain number of pages. Samples of reports or other documents requested need to be included in Section 7 of your hardcopy Proposal packet, and in Folder 7 of your electronic submission, and must be cross-referenced so that the response and the corresponding document can be easily located in your hardcopy Proposal packet. Per Subsection 4.3 of the RFP:Describe your process for selecting Dealers to provide Products and Services under a resulting Master Agreement.All dealers must be authorized and have received the appropriate sales and service training to support all Kyocera products available under the contract. In addition and most importantly each dealer will be required to sign a compliance document that will be made part of their overall dealer agreement. The compliance document will require the dealership to abide by all of the terms and conditions of the NASPO agreement and the participating state addendum for the states they will service. Describe how your organization will on-board your Dealers and handle issues of poor performance.All participating dealers will be required to the NASPO training. In addition Kyocera will hold state by state dealer meeting where all dealers will be brought together and the NASPO contract terms and conditions will be reviewed. In addition, follow up meetings will be held with each dealer individually to review terms and conditions and requirements. Any dealer participating in the NASPO agreement will be required to sign a dealer compliance letter. How will you ensure that your Authorized Dealers will offer the correct contract pricing to Purchasing Entities, and that the contract is being utilized correctly?All orders utilizing the NASPO contract will have to be sent and processed by the Kyocera Operations team located in Fairfield, NJ. This includes order made out to Kyocera in care of the local dealership where Kyocera is billing, for those states that allow for/prefer dealers billing locally the dealers will still have to submit a copy of the customer’s order along with the dealer order for the equipment, where each order will be reviewed for compliance. In the event a Dealer becomes non-compliant with the contract and refuses to provide Products or Services to a customer, describe how your organization will handle this issue and the measures that will be put in place to ensure it doesn’t happen again.All dealers will be required to sign a compliance letter that commits them to abiding by the terms and conditions of the contract, making it a privilege not a right to participate in the NASPO contract. Should a dealer sell a piece of equipment and then not be willing to service the contract we will review the issue with the dealer to understand why they are unwilling to service the equipment and try dealer resolve the issue with the customer. Should there be no basis for the default on service and an unwillingness to service the equipment a new dealer will be assigned to service the equipment and the old dealer will be removed from participating in the contract. What type of training do you provide to your Dealers, and how will you ensure that new staff is properly trained in the nuisances of each Participating Addendum? Provide a sample training plan or information sheet that you will give to your Dealers.Please refer to the Classroom Training Template exhibit in the Technical Response section.How does your organization plan to provide continuing education for your Dealers to ensure that they are kept up-to date on Master Agreement and Participating Addenda modifications and/or amendments?Depending on the amount of information that changed for a participating addendum a statewide dealer meeting maybe held providing the dealers with the updated information. In addition, Kyocera sales personnel responsible for the NASPO contract will meet with the participating dealers to review the changes. All relevant information will be posted to the Kyocera dealer portal. Should the changes be significant, that will requires the dealer to fulfill additional responsibilities, each dealer will be required to sign an updated compliance document. Describe your process for updating your Dealer channel whenever your Price Lists are updated and approved by the Lead State. Updated pricing information will be communicated to the dealer directly and will also be posted to the Kyocera dealer portal. Most importantly the changes, to pricing, models and compensation will be made part of the dealer’s compliance letter in the form of a pricing and compensation sheet, which the dealer will be required to sign. Per Subsection 4.5.2(f) of the RFP:Describe your process for determining Useful Life on a Device, with the understanding that it is not always based on passage of time alone.Do you factor in down-time, parts replacement, and number of Service Calls etc.?End of useful life is calculated based on print volume accumulated on the device and subsequent mean-time between failure. Once a device has exceeded its recommended monthly volume times the number of months in place, the device has exceeded the initial contract term and the service history suggest it is failing at a rate higher then typically accepted the device is deemed end-of-life. Describe your ability to perform maintenance on Legacy Equipment.Are you able to provide service on customer owned Equipment that was acquired from another Manufacturer? If so, how? Are your Technicians cross-trained in multiple Manufacturer Devices?Kyocera can provide service and maintenance on most all manufacturers A4 devices, i.e. printers and desktop MFPs. Our technical staff typically hold certification in multiple manufacturers such as HP, Lexmark, Brother, Canon, Samsung, etc. In most cases we will provide re-manufactured / non-OEM parts in the service of these out of warranty devices. How will you ensure that your Dealers are adhering to the time-frame and pricing requirements as outlined in 4.5.2(f) (iii) and (iv)?All Kyocera dealers participating in the Kyocera/NASPO contract will have to sign a dealer compliance letter that will become an addendum to their Kyocera dealer agreement. The dealer compliance letter will outlined very specifically the dealer’s responsibility under the contract Per Subsection 4.5.3 of the RFP:Describe the methodology used to develop your organizations performance standards and the processes and tools used to monitor and measure performance against those standards. KYOCERA's award-winning multifunctional products (MFPs) and ECOSYS printers deliver superior performance and best-in-class reliability. Whether looking for brilliant color, crisp B&W or business transforming applications, we offer a wide range of advantages.Long-life imaging components dramatically lower total costs while providing the high productivity and exceptional image quality your business demands.KYOCERA continually strives to raise the bar for excellence in both products and service:Lower running costsAward-winning ultra-reliabilityEasy-to-use technologyEnvironmentally-friendly devicesCommitment to quality controlUnsurpassed performanceHigh standards of integrityProductive Business ApplicationsWhen combined with KYOCERA's HyPAS applications (Hybrid Platform for Advanced Solutions), your KYOCERA ECOSYS printers and MFPs give you the flexibility to manage job-specific tasks efficiently and securely. Customizable applications include Secure Print Release and AccessLock, and a host of other utilities.MDS CapabilitiesUnique 5-Phase MDS ProcessKYOCERA has a deep understanding of printer and MFP technology - we design, engineer and manufacture almost every product we sell. Our lines of color and monochrome MFPs are unmatched in the industry for overall reliability, durability and affordability. But our global capabilities go beyond device technology. Our unique 5-phase global MDS process optimizes your entire output set up. We conduct a careful analysis of your company's structure and needs and create a comprehensive, customized bundle of device technology, business application and services. The result: reduced IT department workload, single source management and billing, and typically significant cost reductions.In-house document consultingKYOCERA has sales companies and channels in 136 countries, offering direct support and a comprehensive line up of hardware, software and expertise to optimize your document environment.Furthermore, our clients have the reassurance that they're partnering with a financially stable company with a robust governance system.Longer life and less wasteTechnology that is environmentally-friendly and highly economical technology is the foundation of KYOCERA's unique printer line-up. Our award-winning ECOSYS technology also delivers exceptional reliability, superior output quality and ease of service.Longer lifeECOSYS printers incorporate a durable imaging system based on KYOCERA's patented Amorphous Silicon (ASi) and Organic Photoconductor (OPC) drums. They can handle hundreds of thousands of prints in their lifetime.Less wasteIn traditional laser printers, the drums are contained in the consumable cartridge and need to be replaced each time the toner runs out. By making them permanent components, KYOCERA greatly reduces the lifetime waste of ECOSYS printers - as well as cutting the cost of consumables.In-house development and Customization capabilitiesDevice performance can be further improved with KYOCERA's powerful software development platform, HyPAS (Hybrid Platform for Advanced Solutions). HyPAS delivers a broad range of options that enable your MFP to integrate with widely accepted software applications and operate in virtually any business environment.KYOCERA is committed to providing business apps that seamlessly integrate with its award-winning printers and MFPs. Developed by KYOCERA or third-party solution providers, the apps allow you to optimize your hardware investment to suit your business needs today and tomorrow.Leverage the full potential of your MFPMaximize security, management, output and accounting capabilities, and enhance workplace productivity and efficiencyWe approach business from a customer's perspectiveKYOCERA understands that excellent, genuinely caring people make the real difference to your success. As an industry-leading customer service organization, KYOCERA is committed to the company's earnest philosophy: "In order to do good work, we need to make decisions by thinking of others, not ourselves."Ultimately, this motivates a shared responsibility across the business to see things from our customers' point of view, understanding unique goals and business challenges.Provide a sample report which contains the following data: Uptime percentage (%) per fleet of Devices, number of Service Calls placed, Response Time per Device, dates that Preventative Maintenance was performed, hours of end-user training performed, and estimated end of Useful Life per Device based on current usage.Can customers obtain this reporting information online? If so, how do they access it? Is a log-in required? Can the information be exported?Can customers obtain their own Ad-hoc reports? What additional tools or features does your reporting system offer?Please see sample Quarterly Business Review attached in Section 7, Technical Response.Kyocera believes in providing detailed, actionable reporting that can assist a business unit or agency to make better go-forward decisions and have a clear understanding of the services being performed. Our standard reporting program includes:?Once weekly SLA reporting with detailed service data, response times, and uptime?Once monthly financial reporting and utilization detail ?Once quarterly trend reporting ?Annual business case study and reviewAll detail and data providing in the reporting is made available to the end-customer online, in real-time and can be exported on demand.Provide a copy of your organization’s standard SLA. This SLA must, at a minimum, adhere to the requirements outlined in Subsection 4.5.3(b).Please see attached SLA in Section 7, Technical Response.Describe your organization’s ability to meet or exceed the Service Response Times as outlined in Subsection 4.5.3(b)(vi).By utilizing Kyocera’s Direct Branch Operations, in conjunction with nearly 700 dealers authorized dealers nationwide, Kyocera is able to meet or exceed the required response times in most areas of the country. Our national average response time within fifty (50) miles of a major city center is less than two (2) hours onsite. We are confident that we can exceed expectations almost everywhere in the contiguous United States. How does your organization measure Technician performance?Are they evaluated based on the number of Service Calls completed, or the amount of time at a Service Call?Each service technician is monitored and graded on number of key performance indicators including:Response time average First Time Fix RateRepeat callsTime to completion Customer Satisfaction Reporting Kyocera monitors these statistics based on the branch or dealer location and takes corrective action should these metrics fall outside acceptable limits within a given quarter. Describe your end-user training process for Equipment. How do you allocate resources to conduct the training? How long are your training sessions? Kyocera believes in providing an education, not just training, to ensure that users interacting with the equipment or software solution are comfortable and confident in completing their prescribed tasks. Although there is no predetermined time limit our initial education sessions at the time of installation are typically one hour or less to cover the fundamental operation of equipment. Additional onsite training/education sessions can be scheduled and provided at no additional cost for the duration of the contract. Describe how your organization provides proactive Preventative Maintenance to address technical issues before they become operational problems.What type of Preventative Maintenance is done at the time of a Service Call?Each Kyocera has a predetermined preventative maintenance schedule based on the total print volume. This schedule includes a minimum of two maintenance types; the first includes automatic replacement of the fuser, rollers, and pads as well as a thorough cleaning and system check. The second, at twice the volume of the first, includes the same process plus a drum replacement. These maintenance events are scheduled automatically once a device reaches the recommended volume and coordinated with the local customer contact. Describe your process for communicating with customers regarding inoperable Equipment, including updates for resolution timeframe, and any parts, Accessories, or Devices that are on back-order.The Kyocera service desk strives to keep the customer informed off all aspects of a service incident, preferably via Email or by the customer utilizing our online portal for updates. Our local technical team will also keep the customer up-to-date via phone communication on a daily basis if required. Per Subsection 4.5.4 of the RFP, how do you ensure that software patches and updates are communicated to the customer?In the device that device software/firmware updates are required, they either are performed automatically or scheduled in advance with customer approval. When an update is made available, the service desk will notify the local IT contact to confirm the installation of the update and schedule it to run at a time convenient for the location. Some updates, with prior customer approval, will run automatically and typically overnight on a predetermined schedule. For application updates for advanced software a notification is pushed to the administrator notifying them of a signed and approved update. The customer is then able to initiate this update at their leisure. Per Subsection 4.7 of the RFP:Describe how your organization responds to customer complaints. Identify your escalation process and the personnel that will handle these issues.In the event a customer is dissatisfied with any aspect of our service or support, their first point of contact is their local Kyocera representative responsible for their state. This National Account Manager is supported by our National Service Delivery Manager and Vice President of Enterprise and Strategic Accounts. Although we cannot guarantee there will never be a failure in performance we can assure our customers that any concerns are addressed quickly and efficiently. Describe how you assess customer satisfaction. Do you send out user surveys, call customers directly, or schedule routine on-site visits?Customer happiness is at the top of our list. Kyocera conducts once quarterly business reviews with all customers to ensure we are meeting or exceeding expectations or determine corrective actions as need be. For larger engagements we would like to be permitted to send a simple, non-intrusive, customer happiness survey to gauge our performance and adjust accordingly if need be. What are your quality assurance measures and how are they handled in your organization?KYOCERA follows a Quality Management System that is based upon ISO 9001. In this, we have Quality Assurance System Chart and a streamlined claim handling workflow. Our Quality Assurance System Chart is a summary of a whole system about our products, including: - Product Planning- Develop and Design - Production - Sales and Service Kyocera Document Solutions practices the "customer-first" principle throughout all processes of the product life cycle, from planning, development and manufacturing, to sales, use, support and recovery.Quality PolicyOur top priorities are the global environment and product safety.We shall provide attractive products and services through "customer first" commitment.We shall get it right the first time and be a world quality leader.Quality Assurance EffortsThe Corporate Quality Assurance Division of Kyocera Document Solutions conducts evaluation beforehand assuming conditions in the market as well as various types of reliability testing to ensure that our products always operate stably during use by the customer. Furthermore, we conduct verification tests based on customers' actual usage environments. In addition, through market support, we listen to what customers say so that their feedback can be incorporated in new models. We also use the PDCA (plan-do-check-act) cycle for quality when manufacturing products.Our company is making the following efforts to strengthen our quality assurance system, so that we can provide even better products to our customers.Reform reliability assurance processes to incorporate new evaluation methods and verification techniques aimed at prevention.Reform manufacturing quality control by building quality into manufacturing processes.To ensure products can be used with more confidence, improve the quality of service support in the market.To better maintain quality, maintain and manage quality systems on an ongoing basis.Per Subsection 4.9 of the RFP:Describe the ordering process, including steps to expedite Orders.Our standard lead time for delivery of MFPs from the receipt of an executable order is ten (10) business days or less; for printers, seven (7) business days or less. Once an order/PO is received the customer is notified via Email that the order is in process. Once the equipment is shipped and configured the customer is contacted via phone to coordinate an onsite installation. In some cases, orders can be expedited in order to meet a customer requirement to shorten the lead time for delivery. This is more practical with printers and A4 MFDs than it is with larger devices that require overland shipping and preflight configuration. Describe your organization’s process for resolving disputed invoices, including escalation procedures.Each state will be assigned a customer service representative that will be responsible for all delivery confirmation and invoice management. Any disputes or concerns about invoices are directed to these individuals who we’ll work diligently to resolve the issue in the fastest time possible. Typical invoice errors or disputes are resolved within twenty-four (24) hours. Describe your organization’s process for issuing refunds or credits to customers due to invoicing errors, over-payments and Product returns.In the event an error requires a refund, a credit memo is issued immediately which can either be applied to future invoices or redeemed in a check. Per Subsection 4.13.3 of the RFP:Provide a copy of your organization’s Data Breach plan. Please find our Information Security Incident Report and Data Breach Plan attached in Section 7, Supplemental Documents.Describe, in detail, how it adheres to the NIST standards outlined in Exhibit E (NIST Computer Security Incident Handling Guide). Your response must include your policies regarding breach detection, notification, and response time.If configured with the data over security system the devices would meet the stated requirements and is NIST Certified. See attached documentation. Please see full documentation of the KYOCERA Data Security Kit White Paper and Datasheet in the Section 6, Supplemental Documents.Per Subsection 4.13.5 of the RFP:Describe, in detail, the protocols that are followed for hard drive sanitation and removal. Our recommended best practice is to include in the sale of the equipment the Data Overwrite Security System which provides a 3x binary overwrite to DoD 5225 standards upon the completion of each job. This ensures there is no data left on the hard disc drive at any time. In the event this is not included Kyocera can still provide a sanitization and certification of data destruction at end of life. How will your organization ensure that their Authorized Dealers conform to these requirements?All Kyocera dealer participating in the NASPO agreement will have to sign a dealer compliance letter that spells out their responsibilities under the contract. The dealer compliance letter will be made part of their dealer authorization letter helping to ensure compliance.What is your process for ensuring that other Manufacturers don’t remove hard drives in your Equipment?Ultimately this is beyond any providers control at the end of term at the time of de-installation; however, upon receiving the equipment back Kyocera will notify the customer of any damage or missing components and recommend corrective action. Per Subsection 4.14 of the RFP:Describe any additional warranties you offer on your Products. Warranties. Kyocera warrants and represents that: a) the Kyocera Devices will conform to the specific technical standards for Kyocera’s products, as published in Kyocera’s product manuals or data sheets; b) Kyocera shall convey to Customer good title, free from any lawful security interest, lien or encumbrance to any and all Kyocera Devices purchased by Customer under the terms of this Agreement; c) all services provided under the terms of this Agreement shall be performed in a professional and workmanlike manner; and d) Kyocera has full authority to enter into this Agreement, to carry out its obligations under this Agreement. KYOCERA MAKES NO WARRANTIES, EXPRESS OR IMPLIED, INCLUDING WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE.Have you ever encountered a situation in which a customer exercised the Lemon Clause? If so, please describe the situation in detail, and include the type(s) of Devices this affected and your resolution in ensuring customer satisfaction.Our standard service level agreement includes the Kyocera Performance Guarantee, which we believe provides greater customer protection than the stated Lemon Clause. This option has been exercised on occasion in the event that a device cannot be brought to expected performance standards within reasonable period of time causing a device to be replaced to ensure customer happiness. The cause for replacement could be manufacturer defect or a potentially known issue requiring replacement. This provision is required/requested so infrequently there is no data to suggest any specific model type requiring replacement over any significant period of time. ................
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