Purchasing Office126 West StreetNorthampton, MA 01063Tel. # (413) 585-2231Fax # (413) 585-2089Email: LHiesige@smith.edu

REQUEST FOR POPOSAL(RFP)

Print Management Services:

Multi-function devices, printer maintenance and Print Management Services (Papercut)

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TABLE OF CONTENTS

● Overview

● Submission requirements

● RFP terms & conditions

● Decision criteria

● RFP response specifications

● RFP requirements & questions - MFD

● RFP requirements & questions - Printer Service

● RFP requirements & questions - PaperCut

● Contract Terms and Conditions

Excel Spreadsheet attachment:● Tab 1, Instructions● Tab 2, MFD Specs● Tab 3, RFP - MFD Pricing● Tab 4, MFD Inventory (Reference Only)● Tab 5, RFP - Printer Maintenance Pricing● Tab 6, Printer Inventory (Reference Only)● Tab 7, RFP - PaperCut Pricing● Tab 8, Yearly Print Volume (Reference Only)● Tab 9, Smith College Buildings (Reference Only)

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Request for Proposal (RFP)

1. OVERVIEW

Smith College is seeking a partner to provide a contract for copiers/multi-function devices, printer maintenance and print management services for the campus. This solution must be a program consisting of MFD equipment, including IT set-up, maintenance and support, delivery and pick-up, supply purchasing and recycling, and services for digital Multi-functional devices (MFDs), as well as printer toner and maintenance for Smith owned laser printers and the installation and support of Papercut print management software.

One of the objectives of this effort is to drive cost savings by creating greater efficiencies through technology, greater security and more transparency through technology. In order to more effectively respond to this RFP, the Respondents is provided with an estimated breakdown of the current equipment at Smith College. All programs are within the scope of this RFP. However, Smith College may choose to roll the contract award out in phases, beginning with the printer maintenance and Papercut licenses and then implementing the MFD portion when the majority of the current leases come due during the May/June 2017 time period. This agreement will begin with the purchasing of individual toners for printers, and will likely migrate to cost per click for all printers as is already done with the MFD’s.

2. SUBMISSION REQUIREMENTS

2.1 Communications

Respondents are to direct all communications and questions to: LHiesige@smith.edu

2.2 Request for RFP instructions

Respondents are expected to thoroughly examine the RFP specifications and instructions. If you intend to submit a response to this RFP, please indicate such intent via email by 2:00 PM EST December 1.

All questions/clarifications regarding this RFP may also be directed to Linda Hiesiger and must be received via email no later than 2:00 PM on December 16, 2016. Smith will forward responses to questions no later than 2:00 PM on December 21, 2016

An Officer or Director of your company who is legally authorized to enter into a binding agreement must sign the RFP.

Smith College reserves the right to reject RFPs that do not follow the instructions, incomplete RFPs and RFPs received after the due date. Respondents should clearly note any exceptions to the RFP requirements in their RFPs.

The responses to the RFP questions and the pricing you submit will be considered your offer of sale and must be valid throughout the life of the contract. In addition, you are responsible for the accuracy of the information submitted.

An Excel file titled “RFP Pricing Workbook.xls” is attached with 9 tabs. This file should be used to submit pricing as instructed in this RFP. Other information requested in this RFP should be documented in a separate Word file. The Excel file may not be changed in any way. You must complete the spreadsheet as is. Submission of a spreadsheet with a changed format may be reason for disqualification.

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2.3 RFP submission

● RFP must address all issues outlined in this RFP● RFP must include the College MFD and printer inventory as outlined on the spreadsheet● RFP must include a copy of the Leasing Company's Master Equipment Lease Agreement● RFP must include detailed pricing for Papercut● RFP must include pricing for laser printer toners● RFP must include three references, preferably higher educational institutions or companies with a

comparable sized work-force that has signed an agreement within the last three years within a 100 mile radius of Smith College.

Your RFP is due at 2:00 p.m. EST on January 9, 2017. Respondents should allow sufficient time to insure the timely receipt of their RFP.

Responses to the RFP must be submitted via email, in Microsoft Word and Excel formats only, to: LHiesige@smith.edu

Any questions concerning the RFP should be directed to Linda Hiesiger via email. Smith College may share such questions and their respective answers with all other respondents submitting responses to the RFP as is appropriate. We may extend an invitation to take part in a first round of negotiations to a subset of respondents participating in the RFP process. We intend to finalize negotiations and award a contract by the beginning of February. Implementation planning will begin immediately after contract signature, but MFDs will not be delivered until the beginning of June 2017. Please be sure to make yourself available during these time periods. Part of the implementation will entail setting up Multi-function devices in the campus center for a day and talking to various departments to help them decide which machine would be right for their area.

3. RFP TERMS AND CONDITIONS

3.1 No Contractual Relationship

Nothing contained in this RFP creates, nor shall be construed to create, any contractual relationship between Smith College and any respondent. Smith College makes no commitment in or by virtue of this RFP to purchase any services or supplies from any respondent. Nor does receipt of any respondent’s RFP place Smith College under obligation to enter an agreement to purchase supplies/services with that or any other respondent. Such agreement shall be in a form acceptable to Smith College and shall be signed by both parties. The respondent agrees to incorporate its representations set forth in its response to this RFP concerning performance into the agreement. Each RFP shall constitute an offer, which remains valid for a minimum period of 6 months after the RFP submission date. Any RFP submitted by a respondent is subject to review and negotiation by Smith College.

3.2 Confidentiality of information:This RFP, and all information provided to the Respondents in connection herewith, is Smith College’s confidential and proprietary information. The Respondents may not disclose this RFP or any information that Smith College may provide to any other person or entity without the prior written approval of Smith College. The Respondents may use such information solely for the purpose of responding to this RFP. Absent Smith College’s written permission, the Respondents may not disclose to any third party or person that it has received this RFP, the substance of this RFP, or any decision with respect to the Respondent’s RFP.

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3.3 Confidentiality of RFPs:

The Respondent’s RFP shall become the sole and exclusive property of Smith College. Smith College reserves the right to modify, reject, or use without limitation any or all of the ideas from the RFPs. Smith College will not disclose Respondent’s confidential information in the RFP clearly marked as such, i.e., that which is not otherwise publicly available, to any party other than its attorneys, representatives, regulators, or staff in connection with the preparation of this RFP and the evaluation of such RFP. In the event any information supplied to Smith College is confidential, please note such confidentiality in a separate letter.

3.4 News releases:

Respondents who are submitting a RFP are not at liberty to discuss this RFP outside the Smith College community. If a Respondents is awarded an agreement, they are not to release the details of this RFP without written permission from Smith College

3.5 RFP costs and liability:

Expenses incurred in preparing and presenting a RFP to Smith College are the sole responsibility of the Respondents and may not be charged to Smith College in any way. The Respondents specifically agrees that Smith College shall not have legal liability of any kind for its actions in releasing this RFP, or considering and choosing among the RFPs. Nor shall Smith College accept any liability or responsibility for the Respondent’s actions vis-à-vis Smith College or any third party in receiving and responding to this RFP.

3.6 Basis for Award of Agreement

You are hereby advised that Smith College is not committed to any course of action as a result of its issuance of this RFP and/or its receipt of a quote from you or other firms in response to it. In particular, you should note that Smith College might:

● Reject any RFP that does not conform to instructions and specifications that are issued herein● Reject RFPs after the stated submission deadline● Negotiate with one or more Respondents● Award a contract in connection with this RFP at any time● Award only a portion of the contract● Make no award of a contract● Contract with a Respondents that does not offer the lowest price● Reject all RFPs, if it so decides● You are also advised that Smith College will not reimburse your firm for any RFP preparation costs or

other work performed in connection with this RFP, whether or not your firm is awarded a contract.

3.7 Amendments to RFP

Smith College reserves the right to amend, modify, withdraw, cancel, or terminate this RFP at any time. If the RFP is amended or modified, it will be in writing from Smith College. Respondents are required to acknowledge all amendments in writing.

3.8 Exceptions to the RFP

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Any exception to the RFP by the Respondents must be explained in detail, in writing. An exception is defined as the Respondent’s inability to satisfy a requirement in the manner specified in the RFP. If the Respondent provides an alternative solution, the costs and the benefits of the alternative solution must be completely explained as well as any assumption made in proposing such solution.

4. DECISION CRITERIA

Smith College will utilize the following capabilities (not necessarily in this order) in choosing awarding an agreement:

● Pricing ● Billing● Equipment quality & capabilities● IT capabilities and management reporting● Service level guarantees● Delivery and distribution● Compliance management● Implementation plan● Other distinctive capabilities

5. RFP RESPONSE SPECIFICATIONS

NOTE: Unless otherwise expressly stated herein, all quotations furnished pursuant to this request shall be deemed to be offers. Any exceptions to this RFP must be clearly and specifically noted. Smith College reserves the right to reject any or all offers for any reason.

● The contract is for the current fleet of MFDs. Current contract expires the end of May/beginning of June 2017. The new contract will be for the replacement of the current fleet (some MFDs that are not currently on the fleet may be added to the fleet). The new contract will include bw/color copy and print, fax and scan, printer maintenance and Paper Cut installation and licenses

● The contract requires all MFDs to be networked to Smith College, capable of remote meter readings, and capable of remote diagnostics, at no additional cost to Smith College.

● The period of this contract is 48 months. Smith College reserves the right to continue the contract for additional month(s) or year(s) if mutually agreed upon by Smith College and the Respondent

● Smith College also expects the Respondent to help Smith reduce its total cost of MFDs, printers and fax machines by providing excellent pricing and right-sizing machines.

● The Respondent will be Smith College’s primary provider of MFDs, laser printer support and maintenance and print management provider.

● The cost of paper is to be excluded from this RFP. ● If the Respondent to this RFP is proposing a buy out leases that are not coterminous, please insert a

tab to the Excel spreadsheet with the buyout proposal● All responses to questions and specific Responses to the RFP must be provided in a concise yet

detailed manner on the computer files (either Excel or MS Word), that have been included in this package

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● Do not alter the current form of the spreadsheets. All responses should be made in the format provided. You will find an instructions tab on the RFP worksheet that must be followed

● Smith has approximately 600 HP and Xerox laser printers on campus. Please take the time to become familiar with each tab to ensure you fully complete the RFP.

● All prices must be in US dollars and cents.● Smith College reserves the right to change items placed for quote and have Respondents re-bid on

any changes.

6. RFP REQUIREMENTS AND QUESTIONS - MFDS

6.1 Request for Service

● The Respondents shall provide a means (telephone and online) for Smith College personnel to place service calls and ask questions pertaining to equipment provided/delivered.

● All equipment shall be labeled with a customer service contact telephone number, clearly viewable from a normal operating position

6.2 MFD Maintenance/Repairs/Supplies

● Respondent is responsible for performing all work necessary and for providing all parts and labor required to maintain MFDs in good operating condition. Smith will work towards standardizing MFDs, with the goal of a choice between 5-6 MFDs. With this in mind, the Respondent will keep a parts inventory on hand to avoid extended repair delays.

● MFDs and printers must reproduce acceptable copies & prints a minimum of 98% of the time based on a 40-hour workweek.

● Equipment maintenance and service shall be performed during the local working hours of 8am to 5pm.

● The Respondent shall acknowledge receipt of service request within 30 minutes after a service call is placed.

● The Respondent shall have remote technology that enables remote meter readings and remote diagnostics.

● The Respondent shall exercise measures toward repairing the malfunctioning MFD within 2 hours. ● If corrective action cannot be successfully accomplished via telephone, the Respondent shall dispatch

a qualified service technician who shall be physically present at the repair site, on the Smith College Campus, within the above specified response time.

● The Respondent shall repair or replace free of additional charge MFD equipment, regardless of problem or difficulty, within 1 business days of the initial call for service.

● The Respondent shall provide, at no extra charge, automated meter reading through the use the Respondent’s software.

6.3 Equipment condition

Equipment must be 100% brand new not “remanufactured”.

6.4 Test and Acceptance Period

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The Respondents shall provide Smith College with a 30-day test and acceptance period to ensure each piece of equipment meets all technical specifications. The 30-day period shall begin when equipment is installed and fully operational. If the equipment is unacceptable, the end user department shall have the right to trade out the MFD to a more acceptable MFD.

6.5 Relocation of MFDs

Smith College reserves the right to relocate MFDs and printer without penalty from the Respondent. Smith College may request the assistance of the Respondent to relocate machines, as designated by the Smith College program manager, at no charge to Smith College.

6.6 Machine Replacement

Respondent agrees to replace any MFD when the operable condition of MFD is less than an effectiveness level of 90% during a regular 40-hour workweek. The effectiveness level is computed by dividing the operational use time of the MFD less the down time resulting from equipment failure by 40 hours.

6.7 Meter Readings

● All machines shall come equipped with copy/print meters and the Respondents and/or Smith shall both be able to remotely read MFD meters on a monthly basis via the Internet (there is no CPC charge for scanning).

● Color-capable devices shall have independent counters for color, and black & white, that can alternate on a single document job

6.8 Over Usage/Under Usage MFDs

The Respondent shall make every effort to ensure the placement of MFDs, by volume and band, is directly related to the estimated annual volume of copies produced at a given MFD location. Should Smith College and/or Respondent be aware of any particular site where a MFD is being regularly over utilized or underutilized for 3 consecutive months, Smith College or the Respondents with Smith College’s concurrence, in writing via email, may replace or transfer the MFD with a MFD that better meets the location’s volume requirement and the new lease would then be prorated to reflect the monies already paid against the lease. In the event that a department merges with another department Smith College retains the right to surrender and stop up to 3 leases over the course of this contract, if necessary. If the college must exercise this option and discontinue a lease, the college will no longer be responsible for paying the lease and there will be no financial penalty.

6.9 Key Operator Training

The Respondent shall conduct MFD training to Smith College personnel designated as primary MFD operators. Such training shall cover operational functions of equipment, i.e., replenishment of toner, developer, staples and clearing paper jams, operation of software and memory functions. This training shall be provided at all buildings, free of charge, within 15 business days of installation.

6.10 Facility Requirements

All respondents must be able to work within current space and electronic requirement at Smith College.

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6.11 Pricing

● Refer to the Microsoft Excel workbook for pricing information related to the RFP. ● For MFD’s that have leases not coterminous, please add a tab to the spreadsheet that shows a

buyout RFP (see section 5)6.12 Ordering

● Orders of MFDs shall be accepted only when made by Smith College designated personnel in the Procurement Department.

● All MFDs ordered must be energy star. Please let us know the energy star ratings of your machines.● Support services, such as toner and service requests will be done by departmental users.● Specify capabilities for ordering supplies and service on-line.● Specify how MFD consumables are recycled and/or sent back to the manufacturer free of charge.

6.13 Delivery & Distribution

The Respondent is responsible for delivering, installing, configuring (specific Smith network settings), connecting, and removing all MFD’s at Smith College locations at no additional charge to Smith College. At the end of the lease all machines will be picked up from the Smith College campus locations at no charge to Smith College.

6.14 Product/Inventory

It is the intention of Smith College to ensure that all new MFDs be supplied and maintained by a single Respondents.

6.15 MFD Billing

Smith College expects to receive a single monthly bill (invoice) for the total MFD machine population. Billing should include the following elements:

● Broken out by department, building, floor, model, and serial number.● Org name and org number● Broken out by machine serial number with location, meter reading and dollar amounts, inception of

lease to date of meter read.● Technician generated test copies must be deducted from the invoice● All billing issues must be resolved by the local sales representative. The local sales representative will

resolve any billing discrepancies that the college should have been credited, but was not.● Smith will bill the vendor for time spent resolving incorrect invoices at the rate of $50 per hour.

6.15.1 Can you provide all of the above? (If not please identify)

6.15.2 Please provide a sample of your proposed billing process with the RFP.

6.15.3 Payment terms will be net 30 via a MasterCard product and F.O.B. destination. Smith College is tax exempt.

6.15.4 What % discount will the Respondent offer if bill is paid less than 30 days?

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6.16 Service Levels and Guarantees

Service levels also include other performance levels in this document including, but not limited to, manufacturing, delivery and distribution.

6.16.1 Are 100% of your service technicians’ factory trained and certified?

6.16.2 Please provide your documented service call escalation procedure?

“Response time” shall be calculated from the time an authorized Smith College personnel place an initial call to the time the machine is repaired and fully functioning.

6.16.3 What is your current overall average performance on the following measures: (Please be sure to state your definition of the metric and source of your information)

a. Percentage uptime?

b. Print Quality?

c. “First time repair” (“first time repair” being defined as successfully fixing a machine on the first service attempt and sustaining functionality for a minimum of 3 business days).

d. Service “response time”?

e. “Percent parts availability” at point of service

f. Mean time to repair?

6.16.4 What guarantees will you include specifically for each of the above metrics

6.16.5 What % rebate will the Respondents give to Smith College on a monthly basis if MFD performance falls below guaranteed metrics?

6.16.6 How is the performance of your service technicians measured?

6.16.7 Where will the Smith College account manager reside?

6.16.8 Does your company provide a toll-free number for customer service calls 24 hours a day seven days a week, free of additional charge (included in lease costs)?

Failure of Respondents to comply with agreed-on service level requirements would give Smith College the right to cancel contract in whole without penalty given at 90 day notice to Respondents.

6.17 New Technology

6.17.1 Describe the general IT support that would be required (e.g., operating systems, network capability, server requirements, phone lines required, etc).

6.17.2 Please specify what Smith College software/hardware and cost, if any, is necessary to make multifunctional device accessible via the employee desktop.

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6.18 IT and Management Reporting

Respondent must participate in quarterly reviews with Smith College regarding MFD demand management, service support and other items.

6.18.1 Can you supply the following monthly reports in electronic form (without additional cost):

a. Usage by department in descending dollar value by form?

b. MFD usage volume?

c. Number of service calls for each unit?

d. “Response time” for each call, and number of copies between services?

e. Plan of action for any MFD with more than 4 service calls during any 3-month period?

f. Toner yield estimates?

6.18.2 What other metrics would you suggest that Smith College track? Why?

6.18.3 Please provide example management reports used with other clients (client name may be redacted).

6.19 Implementation

6.19.1 As part of designing a right-sized documentation services implementation plan; Smith expects a requirements evaluation at some Smith facilities, at no additional cost. Please list the activities you would conduct in such an effort.

6.19.2 As a part of the above assessment please specify what types of savings guaranteed can you provide.

6.20 Other

6.20.1 Are leases directly financed by your company? If not, by who? Can leases be sold?

6.20.2 State any other ideas that you have for Smith College to reduce measurable costs.

6.20.3 How does your company plan to measure its level of success once the contract is in place?

6.20.4 Please provide a sample MFD usage policy for another customer with whom you have helped control demand.

7. RFP REQUIREMENTS AND QUESTIONS - LASER PRINTER SERVICE

All laser printers are the property of Smith College and the procurement of these devices is not a condition of this RFP.

7.1 Request for Service - HP and Xerox Laser Printers

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● The Respondents shall provide a means (both telephone and online) for Smith College personnel to place service calls and ask questions pertaining to equipment identified with a Smith College ITS Asset Tag and is an HP or Xerox laser printer.

● All equipment shall be labeled with a customer service contact telephone number, and online request form for service, clearly viewable from a normal operating position.

7.2 Laser Printer Maintenance/Repairs/Supplies

● Respondents is responsible for performing all work necessary and for providing all parts and labor required to maintain laser printers in good operating condition. Smith will work towards standardizing printer models, with the goal of no more than 4-5 different models introduced per year. With this in mind, the Respondents will keep a parts inventory on hand to avoid extended repair delays. Laser printers must reproduce acceptable copies & prints a minimum of 98% of the time based on a 40-hour workweek.

● Equipment maintenance and service shall be performed during the local working hours of 8am to 5pm.

● The Respondents shall acknowledge receipt of service request within 30 minutes after a service call is placed.

● The Respondents shall have remote technology that enables remote meter readings and remote diagnostics for network laser printers.

● The Respondents shall exercise measures toward repairing a malfunctioning laser printer within 2 hours.

● If corrective action cannot be successfully accomplished via telephone, the Respondents shall dispatch a qualified service technician who shall be physically present at the repair site, on the Smith College Campus, within the above specified response time.

● The Respondents shall repair, free of additional charge, laser printer equipment, regardless of problem or difficulty, within 1 business day of the initial call for service.

● The Respondents shall provide, at no extra charge, automated meter reading through the use of Respondents software.

7.3 Equipment condition

● Smith College is working toward a goal that all network laser printers will be on a 6 year renewal cycle, starting from July 2016. It is anticipated that 50 laser printers annually will be upgraded.

● Smith College will notify Respondents of all new printer models being installed on campus.

7.4 Relocation of laser printers

Smith College will notify Respondent as printers are moved, removed, or upgraded on campus to ensure Respondents arrives at a service call with the appropriate supplies for a quick resolution.

7.5 Machine Replacement

Smith College will determine when a laser printer is no longer supported and will be replaced.

7.6 Meter Readings

● All laser printers shall be monitored via the internet for accurate meter readings. 12

● Respondents and/or Smith shall both be able to remotely read laser printer meters at any time via the Internet.

● Color-capable devices shall have independent counters for color, and black & white, that can alternate on a single document job.

● All data collected from metering is consider the propriety of Smith College.

7.7 Facility Requirements

Respondents must be able to work within current space and electronic requirements at Smith College.

7.8 Pricing

Refer to the Microsoft Excel workbook for pricing information related to the RFP.

● Toner price - in addition to the individual prices of the toners, each toner will list expected page count per toner

● Smith College will only purchase toners for laser printers. Unless identified in this contract as a consumable to be purchased separately, all service and maintenance costs are included in the price of the toner as provided in the RFP. Respondents will not bill Smith College for any additional work or fees associated with college owned laser printers.

● Respondents will provide pricing for three different options as requested in the workbook. ■ All laser printers - approximately 600■ Only network laser printers - approximately 300■ CPC pricing option

7.9 Ordering toners/Removal of toners

● Orders of laser printer toners shall be placed by individual departments using their own issued Smith College ProCards (MasterCard).

● Respondents will specify capabilities for ordering supplies by phone and online.● Respondents is responsible for providing a return/recycle procedure that is free of charge. ● Support services, such as toner and service requests will be done by departmental users.● Respondents will include a detailed description of the type and quality of toners to be issued through

this contract. (ie OEM, Compatible, Remanufactured, or Refilled). ● Respondents will allow for a transition period, where previously purchased toners will be consumed.

7.10 Installation and Removal

Smith College is responsible for the delivery and installation of all new laser printers on campus. Smith College is also responsible for the proper removal of laser printers at the end for their life cycle. Respondents is responsible for the delivery, installation, and pickup of temporary printers due to repair of installed printers.

7.11 Laser Printer Billing

Laser printer toners will be paid for with a department ProCard (MasterCard) at the time of purchase. No department will be invoiced for laser printer toners.

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Respondents will identify all consumables beyond a toner. Any part not identified in this RFP as a consumable is assumed to be a part covered under the service and maintenance portion of this bid and is not billable.

● Invoices should include: ○ Department name, address○ Purchasers name, contact phone number○ Consumable description○ Consumable part number○ Consumable price○ Laser printer ID number (either the Smith College ITS asset number, or an assigned

Respondents ID number). ● All billing issues must be resolved by the local sales representative. The local sales representative will

resolve any billing discrepancies that the college should have been credited, but was not.● Smith will bill the vendor for time spent resolving incorrect invoices at the rate of $50 per hour.

7.11.1 Can you provide all of the above? (If not please identify)

7.11.2 Provide a sample of your proposed billing process for laser printer toners with the RFP.

7.11.3 Payment terms will be via a MasterCard, product and F.O.B. destination. Smith College is tax exempt.

7.11.4 Smith College is reviewing the potential of transitioning to a Cost Per Click model for laser printing. Based on data supplied, please supply a RFP that would detail this option.

7.12 Service Levels and Guarantees

Service levels also include other performance levels in this document. Including, but not limited to, manufacturing, delivery and distribution.

7.12.1 Are 100% of your service technicians’ factory trained and certified for HP and Xerox?

● Respondents will assign a primary service technician to Smith College. Technician will work directly with ITS Client Systems Engineer.

7.12.2 Please provide your documented service call escalation procedure?

“Response time” shall be calculated from the time a Service Request is issued by a Smith College employee (via phone or online) to the time the machine is repaired and fully functioning.

7.12.3 What is your current overall average performance on the following measures: (Please be sure to state your definition of the metric and source of your information)

a. Percentage uptime?

b. Print Quality?

c. “First time repair” (“first time repair” being defined as successfully fixing a machine on the first service attempt and sustaining functionality for a minimum of 3 business days).

d. Service “response time”?

e. “Percent parts availability” at point of service

f. Mean time to repair?

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7.12.4 What guarantees will you include specifically for each of the above metrics

7.12.5 If a printer is expected to be out of service for more than 48 hours, Respondents will install a temporary printer until defective device is repaired and performing at 100%.

● Identified high priority printers will have a 4 hour down time window. If a high priority printer is not properly working within 4 hours, a temporary printer will be installed.

● State at what point will Respondents install a temporary replacement device until assigned printer can be up and performing at 100%. Define Length of time until device is repaired.

7.12.6 What % rebate will the Respondents give to Smith College on a monthly basis if printer performance falls below guaranteed metrics?

7.12.7 How is the performance of your service technicians measured?

7.12.8 Where will the Smith College account manager reside?

7.12.9 Does your company provide a toll-free number for customer service calls 24 hours a day seven days a week, free of additional charge?

Failure of Respondents to comply with agreed-on service level requirements would give Smith College the right to cancel contract in whole without penalty given at 90 day notice to Respondents.

7.13 New Technology

Smith College has sole discretion to determine what laser printer models will be campus standards.

7.14 IT and Management Reporting

Respondents must participate in quarterly reviews with Smith College regarding printer demand management, service support and other items.

7.14.1 Respondents will provide the following quarterly reports in electronic form (without additional cost):

a. Printer usage volume

b. Number of service calls for each unit, date of call, date of resolution

c. Printer ID number, Printer Model

d. Technician assigned to call

e. Plan of action for any printer with more than 4 service calls during any 3-month period?

f. List of toners purchased per Printer ID number

7.14.2 What other metrics would you suggest that Smith College track? Why?

7.14.3 Provide example management reports used with other clients (client name may be redacted).

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7.15 Implementation

7.15.1 As part of designing a right-sized documentation services implementation plan; Smith expects a requirements evaluation at some Smith facilities, at no additional cost. Please list the activities you would conduct in such an effort.

7.15.2 As a part of the above assessment please specify what types of savings guaranteed can you provide.

7.16 Other

7.20.1 State any other ideas that you have for Smith College to reduce measurable costs.

7.20.2 How does your company plan to measure its level of success once the contract is in place?

7.20.3 Please provide a sample Managed Print Program usage policy for another customer with whom you have helped control demand.

8.0 RFP requirements and questions - Printer Management Services (PaperCut)

● Smith College does not currently utilize Papercut but plans to implement this product campus-wide as part of this project.

● The most current released version of Papercut must be included in your RFP.

8.1 Request for Service - PaperCut

8.1.1 Respondents will provide a complete Print Management Services solution utilizing PaperCut. Solution will be installed campus wide to manage all MFDs, network printers, as well as the billing solution for our student pay for print model.

8.1.2 Papercut will be used to monitor and manage printing to network printers and MFDs including copy, fax and scan usage for the equipment proposed as part of this RFP.

8.1.3 It is the intention of Smith to utilize the full range of features offered by Papercut including but not limited to:

● Central administration● Full integration with cBoard ● Full integration with Active Directory ● Secure printing ● Web Cashier ● Usage tracking ● Quota management ● Mobile and wireless print capability and management (including iOS devices) ● Real-time Reporting ● Tiered access, privileges and charge rates based on Active Directory groups ● Print job redirection ● Tiered reporting access (e.g. individuals can report on themselves, Admins can report on their

departments, ITS can report on campus-wide) based on Active Directory Groups

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8.1.4 Identify any hardware or software that will be required to successfully implement the Papercut solution within the Smith College environment.

8.1.5 Include all labor required to design and implement the Papercut solution. Implementation will be managed jointly with the ITS Systems Client Engineer providing guidance and expertise on our environment. The selected Respondents must provide a PaperCut engineer onsite to assist with installation, configuration and testing of Papercut. 8.1.6 Include training for IT Service Center helpdesk and second-level support staff on

● End User support topics● Support for devices in lab areas using the PaperCut Client● On-going management of system

8.1.7 All devices MUST include full integration to Papercut with embedded Controller.

8.1.8 PaperCut will include the use of proximity card readers to allow for individual identification at device. PaperCut will include Follow-Me Printing and Rules-Based Printing.

8.1.9 Respondents shall include in this RFP:● Installation and configuration of PaperCut● Installation and configuration of card readers on all devices● Provide training for department staff as needed and scheduled by department● Four years of maintenance and support for PaperCut, card readers, and other hardware required● Contract will prorate any additional licenses required for PaperCut software licenses, card readers,

and other hardware required after initial purchase

No additional costs shall be allowed relating to this product or service, unless agreed to in advance, in writing, by Smith College. All hardware and software purchased for the installation, maintenance, and use of PaperCut, including licenses will remain the property of Smith College. Smith will retain the right to move, uninstall, and install licenses on equipment as necessary, during and after the terms of this contract. At the end of the four year contract terms, Smith may install the PaperCut licences on any vendor’s machines/system that Smith contracts with, in the event that Smith switches vendors at the end of the four year contract term.

CONTRACT TERMS AND CONDITIONS

1. Entire Agreement - The terms and conditions of this contract constitute the entire agreement between parties hereto and supersede all previous agreements, promises or representations whether written or oral. This contract may not be changed, altered or modified except by an instrument in writing signed by a duly authorized representative of both parties.

2. Acceptance - The Respondent agrees to and accepts the terms and conditions stated herein.

3. Payment Terms - Payment for services provided to Smith College are net 30 days upon receipt of invoice unless otherwise agreed to in writing by both parties.

4. Tax Exempt - Smith College is exempt from Massachusetts Sales Tax.

5. Applicable Law - The Respondent shall comply with all Federal, State and local laws, standards and regulations applicable to the services being provided under this contract.

6. Contractor Default - Any other provision of this Agreement notwithstanding, if the Respondent becomes 17

financially unstable, defaults or otherwise fails to comply with any of the terms, provisions or conditions of this Agreement or in any of the Exhibits or Amendments which are part of this Agreement, Smith College may elect to pursue any one or more of the following remedies in any combination or sequence:

● seek damages● withhold or reduce payment(s) until the default is resolved to the satisfaction of Smith College● require the Contractor to correct or cure the default to the satisfaction of Smith College● suspend the execution of all or part of the services● require that unexpended or improperly expended funds be returned to Smith College● recover any money owed to Smith College from any future payments owing under this Agreement or any

other Agreement between Smith College and The Respondent● terminate this Agreement effective upon a date specified in a written notice delivered to the Respondent● any combination of the above actions

Prior to invoking any of the remedies for default specified in this paragraph, Smith College shall notify the Respondent in writing of the facts and circumstances constituting default or failure to comply with the conditions of this contract and proposed remedies, if any. Within ten (10) business days of receipt of this notice, the Contractor shall correct such default and/or non-compliance to the satisfaction of Smith College and submit written documentation of the correction to Smith College. If Smith College finds that the default has not been corrected to its satisfaction, it shall provide written notice to the Contractor of the continuing default and may immediately or at any time thereafter invoke any or all remedies set forth in this paragraph.

7. Controversies or Claims - Any controversy or claim arising out of this Agreement shall be construed and interpreted in accordance with applicable state and federal law. The Contractor shall notify Smith College of any claim or controversy brought against it by any person or entity during the term of this agreement.

8. Warranty - The Respondent agrees that all goods and services provided hereafter will conform to specifications furnished or adopted by Smith College, and that such goods and services will be fit and sufficient for the purposes intended.

9. Final Inspection – All services provided pursuant hereto shall be subject to final inspection by Smith College before acceptance thereof by Smith College is affected. Smith College reserves the right to reject services that are not provided in compliance with the purchase order.

10. Delay - If services are not provided within the time specified or within a reasonable time if no time is specified, Smith College may exercise its options as outlined.

11. Contingencies - Neither party hereto shall be liable to the other for default or delay in delivering or accepting services hereunder if such default or delay is caused by fire, strike, riot, war, Acts of God, delay of carriers, governmental order or regulation or other contingency beyond the reasonable control of the respective parties. The Contractor shall give notice to Smith College of any such unavoidable delays or defaults.

12. Non-Waiver - Failure of Smith College to insist upon strict performance of any terms and conditions herein shall not be deemed a waiver of any rights or remedies that Smith College may have, nor deemed a waiver of any rights or remedies Smith College may have for any subsequent default.

13. Equal Opportunity - Smith College is an Equal Opportunity employer and purchaser. No employee or applicant for employment or vendor will be discriminated against because of race, color, religious creed, marital status, national origin, ancestry, sex, sexual orientation, or age.

14. Governing Law - This contract and any resulting purchase order shall be governed by and construed in accordance with the laws of the Commonwealth of Massachusetts.

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15. Cancellation - This contract may be canceled by Smith College for non-performance upon 30 days written notice to the Contractor. In the event of cancellation, all monies due shall be prorated against the value of services accepted by Smith College.

16. Contract Period - The contract period will commence on in June 2017. With mutual written agreement of both parties, the contract may be extended for two (2) additional, one-year periods. In addition, with mutual written agreement of both parties, the contract may be extended on a month-to-month basis for no longer than 6 months.

17. Contract Price - Prices must remain firm during the contract period. Price reductions may be taken at any time. Price increases shall not be granted unless specifically allowed for in this contract and by mutual written agreement of both parties.

18. Contract Amendments - Any changes to the Agreement will be made in the form of a written amendment signed by both parties.

19. No Joint Venture – Nothing contained in this contract shall be construed as creating a joint venture, partnership, or employment relationship among the parties hereto, nor shall any party have the right, power, or authority to create any obligation or duty, express or implied, on behalf of any other party.

20. Indemnification – The Respondent hereby agrees to indemnify and hold Smith College, its agents, employees, officials and representatives harmless from any and all claims, causes of action, demands for damages, or liabilities of any kind, including the reasonable costs to defend such action regardless of whether such action is successful or not, brought by any person or entity whatsoever, arising from any act, error, or omission of the Respondent and or its employees during or resulting from Respondent's activities (including those of its subcontractors) under this contract.

21. Notice of Litigation - The Respondent agrees to notify Smith College if the Respondent, or has a reasonable cause to expect to be, subject to litigation which might adversely affect the Respondent's ability to perform the agreed services or affect the Respondent's financial capacity

22. Confidentiality of Records and Computer Files – The Respondent agrees on behalf of the Respondent and the Respondent's principals, employees, agents, heirs, successors, and assigns that they may only access such Smith College data, files, records, computers, or other systems, as specifically set forth herein, and as are necessary for the performance of the Respondent's duties under this Smith College contract. The Respondent shall take such reasonable actions as are necessary to protect the confidentiality of Smith College records and computer files including, at a minimum, instructing each person assigned to work under this contract on the Respondent's behalf of the prohibition to access, use, or disclose information not specifically authorized by this contract. Any claim, harm or alleged harm, injury or alleged injury, resulting from the unauthorized use or unauthorized disclosure of such information obtained by the Respondent and/or the Respondent's principals, employees, agents, heirs, successors, and assigns from work performed pursuant to this Smith College contract, shall subject the Respondent to the indemnification provisions of this contract in addition to all other rights and remedies available to Smith College pursuant to this contract and law

23. Record Keeping and Access - The Respondent shall maintain books, records, documents, programs and individual service records and other evidence of its accounting and billing procedures and practices, which sufficiently and properly reflect all direct and indirect costs of any nature incurred in the performance of this contract.

24. Reporting - The Respondent shall provide detailed service reports to Smith College when requested at no additional charge. The reports shall be provided in electronic format and shall provide but not limited to the

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following:● Number of service calls per month● Average response time per service call● Average downtime per service call● Service history, including all service calls and corrective actions taken● Details of major service problems and service reports shall be provided upon request● Reports shall clearly show the quantity/volume per machine

Company Name Telephone # Fax #

Business Address City State Zip

Authorized Signature Date

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