10/2016
to
01/2017
Help Desk
Chenega Corporation (Brooke Army Medical Center －
San Antonio ,
TX
· Contractor will provide all consumables required for in-scope devices including staples for MFDs. Contractor Device Management technology will be configured to detect low consumables conditions on inscope connected devices. Contractor will monitor devices configured for consumable alerts and proactively order consumables for delivery on a just in time basis.· Contractor will work with current help desk to provide BAMC end-users with a convenient customer care resource to receive, dispatch, track, escalate, process and close commonly requested services for in-scope devices. All calls for devices proposed as well as consumables for current BAMC owned printers will be handled by currenthelp desk with queues created for onsite Technician and Application Administrator\Technician person.i. End-user requests should be directed to onsite Application Administrator\Technician to include questions about device operation, relocation, upgrades, acquisition, and more.ii. Actual calls for supplies and service should be sent to help desk to be tracked for response time, delivery and uptime.iii. The Help Desk will serve as a point of contact to receive, document, process and track customer requests for service and supply related issues to in-scope devicesiv. The Help Desk will record the customer's call and information pertaining to the request. Some problem calls may be resolved directly over the phone. If not, the request will be dispatched for on-site resolution.· Contractor shall provide asset management of in-scope Devices. Accurate and timely compliance with Move, Add, Change, and Dispose (MACD) processes are critical to the success and function of an optimized MPS program that provides cost savings for government.i. BAMC shall give the Contractor 14 days written advance notice of the movement of equipment requiring contractor support. If move can be handled by on-site rep (no steps; can be rolled safely to new location), then no need for print order. Contractor will include 1 move per Contractor-provided MFD device at no charge over contract life. The Contractor shall be responsible for implementing the move.· When a Contractor branded device containing a hard drive is removed from the BAMC's output environment under this agreement for any reason, including but not limited to the expiration or termination of this agreement, the Contractor shall provide industry recognized Image Overwrite and/or Secure Erase features to support removal of BAMC data from the hard drive and/or destruction of hard drive. Contractor will include, at no charge, the removal of all MFD hard drives in their submitted pricing. All removed hard drives are to remain onsite.· Contractor will maintain an asset inventory of all devices that are within the scope of this agreement.i. Device inventory data shall be recorded in a Contractor asset management database.ii. Accuracy of device data in the database is critical to performance of the Managed Print Services and delivery of the Service Level Agreement.iii. Contractor will inventory and track all devices that are in-scope throughout the Move, Add, Change and Dispose lifecycle.iv. Contractor monitors changes to devices with BAMC's cooperation in order to accurately track and monitor the devices over the length of the agreement.v. Contractor will develop and print asset tags to be applied during the asset tagging process. Asset tags are affixed to the front of the device and visible to end-users.
