hp us all-in-one proposal template w/o cvltr

Response to Region 4 Education Service Center for Managed Print Solutions Request for Proposal from Hewlett-Packard Company

HP is a proven leader in helping State and Local government and Education agencies assess and optimize their imaging and printing fleets to meet sustainability requirements and improved workflows, resulting in increased end user productivity, better citizen service and cost savings.

January 10, 2013 Solicitation Number 12-56

HP Response to Region 4 Education Service Center January 10, 2013

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Non Disclosure Pursuant to the Tex. Gov't Code Sections 552.101, 552.104, and 552.110, the information marked as “HP Confidential” in this proposal, is considered confidential, proprietary and trade secret, and is, therefore, exempt from release and disclosure under the Texas Public Information Act, Tex. Gov't Code Ann. Sections 552.001- 552.353, which is also known as the "Texas Open Records Act.”

The information identified above is considered trade secret information in that it derives independent economic value, actual or potential, from not being generally known to, and not being readily ascertainable by proper means by, other persons who can obtain commercial economic value from its disclosure or use, and is the subject of efforts that are reasonable under the circumstances to maintain its secrecy. Controlling access to this information is key to reduce the potential use of an article of trade or a service having commercial value, and which gives its user an opportunity to obtain a business advantage over competitors who do not know or use it.

The information, which is designated as “HP Confidential,” is furnished in confidence with the understanding that this information will not, without permission of HP, be used or disclosed for other than evaluation purposes, unless required by law. The restriction does not limit Region 4 ESC’s and TCPN’s right to use or disclose this information if obtained from another source without restriction.

If HP's proposal is submitted in both electronic and hard copy formats and the contents differ, only the hard copy will constitute the valid HP proposal. If no hard copy is submitted and if the content differs between the PDF version and any other electronic format, only the PDF version will constitute the valid HP proposal.

© Copyright 2013 Hewlett-Packard Development Company, L.P.


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Table of Contents Tab 1 – Vendor Contract and Signature Form (App A) ....................................................... 4 Tab 2 – Questionnaire (App E) ......................................................................................... 22 Tab 3 – Company Profile (App F) ..................................................................................... 27 Tab 4 – Evaluation Criteria Questionnaire (App I) ............................................................ 61 Tab 5 – Product / Services (App B) .................................................................................. 72 Tab 6 – References (App F) ............................................................................................. 97 Tab 7 – Pricing (App C) .................................................................................................. 101 Tab 8 – Value Add (App G) ............................................................................................ 109 Tab 9 – Required Documents (App H) ............................................................................ 113 Appendix D ..................................................................................................................... 121 HP Appendix A—Supplemental Information ................................................................... 143 • Att 1 – HP Primary Office Locations • Att 3 – HP QBR Sample 2012 • Att 4 – HP PageWide Technology White Paper • Att 5 – Case Studies • Att 6 – HP Value Add Discounts • Att 8 – HP Region 4 ESC Exceptions Table • Att 9 – HP Region 4 ESC Additional TC • Att 10 – HP Region 4 ESC PMPS – MPSA Additional TC • Att 11 – HP Region 4 ESC PMPS – Schedule Additional TC


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Tab 1 – Vendor Contract and Signature Form (App A)

Please refer to the signed form on the following page.

APPENDIX A

VENDOR CONTRACT AND SIGNATURE FORM

This Vendor Contract and Signature Form (“Contract”) is made as of , by and between (“Vendor”) and Region 4 Education Service Center (“Region 4 ESC”) for the purchase of Managed Print Solutions (“the products and services”).

RECITALS

WHEREAS, both parties agree and understand that the following pages will constitute the contract between the successful vendor(s) and Region 4 ESC, having its principal place of business at 7145 West Tidwell Road, Houston, TX 77092.

WHEREAS, Vendor agrees to include, in writing, any required exceptions or deviations from these terms, conditions, and specifications; and it is further understood that, if agreed to by Region 4 ESC, said exceptions or deviations will be incorporated into the final contract “Vendor Contract.”

WHEREAS, this contract consists of the provisions set forth below, including provisions of all addendums, attachments, or exhibits referenced herein. In the event of a conflict between the provisions set forth below and those contained in any attachment, the provisions set forth below shall control.

WHEREAS, the Vendor Contract will provide that any state, county, special district, local government, school district, private K-12 school, technical or vocational school, higher education institution (including community colleges, colleges and universities, both public and private), other government agencies or non-profit organization may purchase products and services at prices indicated in the Vendor Contract upon registering and becoming a member with TCPN; and it being further understood that Region 4 ESC shall act as the Lead Public Agency with respect to all such purchase agreements.

WHEREAS, TCPN has the administrative and legal capacity to administer purchases on behalf of Region 4 ESC under the Vendor Contract with participating public agencies and entities, as permitted by applicable law.

Response: HP has read and respectfully requests the above modifications.

ARTICLE 1- GENERAL TERMS AND CONDITIONS 1.1 TCPN shall be afforded all of the rights, privileges and indemnifications afforded to

Region 4 ESC under the Vendor Contract, and such rights, privileges and indemnifications shall accrue and apply with equal effect to TCPN, including, without limitation, Vendors obligation to provide insurance and other indemnifications to Lead Public Agency.

Response: HP has read and acknowledges. 1.2 Awarded vendor shall perform all duties, responsibilities and obligations, set forth

in this agreement, and required under the Vendor Contract. Response: HP has read and acknowledges. 1.3 Region 4 ESC and TCPN shall perform its duties, responsibilities and obligations as

administrator of purchases, set forth in this agreement, and required under the Vendor Contract.

Response: HP has read and respectfully requests the above modifications. 1.4 Purchasing procedure:

• Purchase orders are issued by participating governmental agencies to the awarded vendor indicating on the PO “Per TCPN Contract.”

• Vendor delivers goods/services directly to the participating agency. • Awarded vendor invoices the participating agency directly. • Awarded vendor receives payment directly from the participating agency. • Awarded vendor reports sales monthly to TCPN.

Response: HP has read and acknowledges. 1.5 Customer Support: The vendor shall provide timely and accurate technical advice

and sales support to Region 4 ESC staff, TCPN staff and participating agencies. The vendor shall respond to such requests within one (1) working day after receipt of the request.


ARTICLE 2- ANTICIPATED TERM OF AGREEMENT 2.1 Unless otherwise stated, all contracts are for a period of three (3) years with an option to

renew annually for an additional two (2) years if agreed to by Region 4 ESC the parties. Region 4 ESC will notify the vendor in writing if the contract is extended. Awarded vendor shall honor all administrative fees for any sales made based on the contact whether renewed or not.

Response: HP has read and respectfully requests the above modifications. 2.2 Region 4 ESC shall review the contract prior to the renewal date and notify the current

awarded vendor, no less than ninety (90) days of Region 4 ESC’s intent renew the contract. Upon receipt of notice, awarded vendor must notify Region 4 ESC if it elects not to renew. Awarded vendor shall honor the administrative fee for any sales incurred throughout the life of the contract on any sales made based on a Region 4 ESC contract whether awarded a renewal or not. Region 4 ESC reserves the right to exercise each two-year extension annually.

Response: HP has read and acknowledges.

ARTICLE 3- REPRESENTATIONS AND COVENANTS 3.1. Scope: This contract is based on the need to provide the economic benefits of

volume purchasing and reduction in administrative costs through cooperative purchasing to schools and other members. Although contractors may restrict sales to certain public units (for example, state agencies or local government units), any contract that prohibits sales from being made to public school districts may not be considered. Sales without restriction to any Members are preferred.

Response: HP has read and acknowledges. 3.2. Compliance: Cooperative Purchasing Agreements between TCPN and its Members

have been established under state procurement law. Response: HP has read and acknowledges. 3.3. Offeror’s Promise: Offeror agrees all prices, terms, warranties, and benefits granted by

Offeror to Members through this contract are comparable to or better than the equivalent terms offered by Offeror to any present customer meeting the same qualifications or requirements.

Response: HP has read and respectfully requests removal of this provision.

ARTICLE 4- FORMATION OF CONTRACT 4.1. Offeror Contract Documents: Region 4 ESC will review proposed offeror contract

documents. Vendor’s contract document shall not become part of Region 4 ESC’s contract with vendor unless and until an authorized representative of Region 4 ESC reviews and approves it.

Response: HP has read and acknowledges. 4.2. Form of Contract: The form of contract for this solicitation shall be the Request for

Proposal, the Vendor’s RFP response, the awarded proposal(s) and best and final offer(s), and properly issued and reviewed purchase orders referencing the requirements of the Request for Proposals. If a firm submitting an offer requires Region 4 ESC and/or Member to sign an additional agreement, a copy of the proposed agreement must be included with the proposal.

Response: HP has read and respectfully requests the above modifications. 4.3. Entire Agreement (Parol evidence): The contract, as specified above, represents

the final written expression of agreement. All agreements are contained herein and no other agreements or representations that materially alter it are acceptable.

Response: HP has read and acknowledges. 4.4. Assignment of Contract: No assignment of contract may be made without the prior

written approval of Region 4 ESC the other party, which shall not be unreasonably withheld. Purchase orders and payment can only be made to awarded vendor and Affiliates, unless otherwise approved by Region 4 ESC. For the purposes of this contract, Affiliate of a party means an entity controlling, controlled by, or under common control with that party. Assignments of vendor software licenses are subject to compliance with vendor's software license transfer policies. Awarded vendor is required wi l l u s e c o m me r c ia l l y r e a s o n a b le e f f o r t s to notify Region 4 ESC when any material change in operations is made that may adversely affect members, (i.e. bankruptcy, change of ownership, merger, etc.).

Response: HP has read and respectfully requests the above modifications. 4.5. Novation: If contractor sells or transfers all assets or the entire portion of the assets

used to perform this contract, a successor in interest must guarantee to perform all obligations under this contract. Region 4 ESC reserves the right to accept or reject any new party. A simple change of name agreement will not change the contractual obligations of contractor.


4.6. Contract Alterations: No alterations to the terms of this contract shall be valid or binding unless authorized and signed by a Region 4 ESC staff member.

Response: HP has read and acknowledges. 4.7. Order of Precedence: In the event of a conflict in the provisions of the contract as accepted by

Region 4 ESC, the following order of precedence shall prevail:

• Supplemental Agreements, Schedules, and Statements of Work • Special terms and conditions • General terms and conditions • Specifications and scope of work • Attachments and exhibits • Documents referenced or included in the solicitation

Response: HP has read and respectfully requests the above modifications. 4.8 Supplemental Agreements: The entity participating in the Region 4 ESC contract and

awarded vendor may enter into a separate supplemental agreement to further define the level of service requirements over and above the minimum defined in this contract i.e. invoice requirements, ordering requirements, specialized delivery, etc. Any supplemental agreement developed as a result of this contract is exclusively between the participating entity and awarded vendor. Neither Region 4 ESC, TCPN, its agents, members and employees shall be made party to any claim for breach of such agreement.


ARTICLE 5- TERMINATION OF CONTRACT 5.1. Cancellation for Non-Performance or Contractor Deficiency: Region 4 ESC may

terminate any contract if Members have not used the contract, or if purchase volume is determined to be low volume in any 12-month period. Region 4 ESC reserves the right to cancel the whole or any part of this contract due to failure by contractor to carry out any obligation, term or condition of the contract. Region 4 ESC may issue a written deficiency notice to contractor for acting or failing to act in any of the following:

i. Providing material that does not substantially meet the agreed upon specifications of the contract; ii. Providing work and/or material that was not awarded under the contract; iii. Failing to adequately perform the services set forth in the scope of work and specifications, as determined by the parties; iv. Failing to complete required work or furnish required materials within a

reasonable amount of time, as determined by the parties; v. Failing to make progress in performance of the contract and/or giving Region 4 ESC reason to believe that contractor will not or cannot perform the requirements of the contract; and/or vi. Performing work or providing services under the contract prior to receiving a written approval from Region 4 ESC or Participating Entity to begin reviewed purchase order for such work.

Upon receipt of a written deficiency notice, contractor shall have a reasonable period of time ten (10) days to provide a satisfactory response to Region 4 ESC. Failure to adequately address all issues of concern may result in contract cancellation. Upon cancellation under this paragraph, all goods, materials, work, documents, data and reports prepared by contractor under the contract shall become the property of the Member on demand.

Response: HP has read and respectfully requests the above modifications. 5.2 Termination for Cause: If, for any reason, either party the Vendor fails to fulfill its

obligations in a timely manner, or if the vendor violates any of the covenants, agreements, or stipulations of this contract, Region 4 ESC the non-breaching party reserves the right to terminate the contract immediately after failing to remedy the breach within a reasonable period of time after being notified in writing of the details, and pursue all other applicable remedies afforded by law. Such termination shall be effective by delivery of notice, to the vendor to the breaching party, specifying the effective date of termination. If either party becomes insolvent, unable to pay debts when due, files for or is subject to bankruptcy or receivership or asset assignment, the other party may terminate this contract and cancel any unfulfilled obligations. In such event, all documents, data, studies, surveys, drawings, maps, models and reports prepared by vendor for this solicitation may become the property of the participating agency or entity. If such event does occur then vendor will be entitled to receive just and equitable compensation for the satisfactory work completed up to the effective date of termination on such documents.


5.3 Delivery/Service Failures: Failure to deliver goods or services within the time specified, or within a reasonable time period as interpreted by the purchasing agent or failure to make replacements or corrections of rejected articles/services when so requested shall constitute grounds for cancellation of the order the contract to be terminated. In the event that the participating agency or entity must purchase in an open market, contractor agrees to reimburse the participating agency or entity, within a reasonable time period, for all expenses incurred.


5.4 Force Majeure: With the exception of a party’s payment obligations, If if by reason of Force Majeure, either party hereto shall be rendered unable wholly or in part to carry out its obligations under this Agreement then such party shall give notice and full particulars of Force Majeure in writing to the other party within a reasonable time after occurrence of the event or cause relied upon, and the obligation of the party giving such notice, so far as it is affected by such Force Majeure, shall be suspended during the continuance of the inability then claimed, except as hereinafter provided, but for no longer period, and such party shall endeavor to remove or overcome such inability with all reasonable dispatch.

The term Force Majeure as employed herein, shall mean acts of God, strikes, lockouts, or other industrial disturbances, act of public enemy, orders of any kind of

government of the United States or the State of Texas or any civil or military authority; insurrections; riots; epidemics; landslides; lighting; earthquake; fires; hurricanes; storms; floods; washouts; droughts; arrests; restraint of government and people; civil disturbances; explosions, breakage or accidents to machinery, pipelines or canals, or other causes not reasonably within the control of the party claiming such inability. It is understood and agreed that the settlement of strikes and lockouts shall be entirely within the discretion of the party having the difficulty, and that the above requirement that any Force Majeure shall be remedied with all reasonable dispatch shall not require the settlement of strikes and lockouts by acceding to the demands of the opposing party or parties when such settlement is unfavorable in the judgment of the party having the difficulty.


5.5 Standard Cancellation: Either party may cancel this contract in whole or in part by providing written notice. The cancellation will take effect 30 business days after the other party receives the notice of cancellation. After the 30th business day all work will cease following completion of final purchase order. Vendor may be requested to provide additional items not already on contract at any time.


5.6 Effect of Termination: The termination of this contract will not affect payments due or fulfillment and payment of orders accepted prior to termination. Termination of this contract may not result in termination of any existing Statements of Work or Schedules hereunder unless the parties agree in writing to terminate such Statements of Work or Schedules. This contract will be deemed in full force and effect for any existing Statements of Work or Schedules that may continue. Upon termination of this contract, You will pay vendor for all Services performed, and all charges and expenses due vendor under this contract and as provided in a Statements of Work or Schedule, including any applicable termination fees.

ARTICLE 6- LICENSES

6.1 Duty to keep current license: Vendor shall maintain in current status all federal and

state and local licenses, bonds and permits required for the operation of the business conducted by vendor. Vendor shall remain fully informed of and in compliance with all ordinances and regulations pertaining to the lawful provision of services under the contract. Region 4 ESC reserves the right to stop work and/or cancel the contract of any vendor whose license(s) expire, lapse, are suspended or terminated.


6.2 Survival Clause: Unless agreed to differently by the parties, All applicable software license agreements, warranties or service agreements that were entered into between Vendor and Customer under the terms and conditions of the Contract shall survive the expiration or termination of the Contract. All Purchase Orders issued and accepted by Order Fulfiller shall survive expiration or termination of the Contract.


ARTICLE 7- DELIVERY PROVISIONS 7.2 Delivery: Vendor shall deliver said materials purchased on this contract to the Member

issuing a Purchase Order. Conforming product shall be shipped within 7 days of receipt of Purchase Order. If delivery is not or cannot be made within this time period the vendor must receive authorization from the purchasing agency for the delayed delivery. At this point the participating entity may cancel the order if estimated shipping time is not acceptable. Vendor will use all commercially reasonable efforts to deliver materials in a timely manner. Vendor may elect to deliver software and related product/license information by electronic transmission or via download. If vendor is unable to meet Member's delivery requirements, Member may cancel that order, and such cancellation is Member's sole remedy.

Response: HP has read and respectfully requests the above modifications. 7.1 Inspection & Acceptance: If defective or incorrect material is delivered, purchasing

agency may make the determination to return the material to the vendor at no cost to the purchasing agency. The vendor agrees to pay all shipping costs for the return shipment. Vendor shall be responsible for arranging the return of the defective or incorrect material.

Response: HP has read and respectfully requests removal of this provision. All applicable warranty terms and conditions can be found in the HP provided Additional Terms and Conditions located in Attachments 10 through 12.

ARTICLE 8- BILLING AND REPORTING 8.1 Payments: The entity using the contract will make payments directly to the awarded

vendor or Affiliate. Payment shall be made after satisfactory performance, in accordance with all provisions thereof, and upon receipt of a properly completed invoice.

Response: HP has read and respectfully requests the above modifications. 8.2 Invoices: The awarded vendor shall submit invoices to the participating entity clearly

stating “Per TCPN Contract” or similar designation. The shipment tracking number or pertinent information for verification shall be made available upon request.


8.3 Tax Exempt Status: Since this is a national contract, knowing the tax laws in each state is the sole responsibility of the vendor.

Response: HP has read and acknowledges. 8.4 Reporting: The awarded vendor shall electronically provide TCPN with a detailed monthly

report showing the dollar volume of all sales under the contract for the previous month. Reports shall be sent via e-mail to TCPN offices at [email protected]. Reports are due on the fifteenth (15th) day after the close of the previous month. It is the responsibility of the awarded vendor to collect and compile all sales under the contract from participating Members and submit one (1) report. The report shall include at least the following information as listed in the example below:

Vendor Name TCPN Report Month of

Entity Name

Zip Code

State

PO or Job#

Sale Amount

Total Response: HP has read and acknowledges.

ARTICLE 9- PRICING

9.1 Best price guarantee: The awarded vendor agrees to provide pricing to Region 4 ESC

and its participating entities that are the lowest pricing available and the pricing shall remain so throughout the duration of the contract. The awarded vendor agrees to lower the cost of any product purchased through TCPN following a reduction in the manufacturer or publisher's direct cost.

Response: HP has read and respectfully requests removal of this provision.

9.2 Price increase: Should it become necessary or proper during the term of this contract to make any change in design or any alterations that will increase expense Region 4 ESC must be notified immediately. Price increases must be approved by Region 4 ESC and no payment for additional materials or services, beyond the amount stipulated in the contract, shall be paid without prior approval. All price increases must be supported by manufacture documentation, or a formal cost justification letter.

mailto:[email protected]

Awarded vendor must honor previous prices for thirty (30) days after approval and written notification from vendor Region 4 ESC if requested.

It is the awarded vendor’s responsibility to keep all pricing up to date and on file with Region 4 ESC. All price changes must be provided to Region 4 ESC, using the same format as was accepted in the original contract.

Response: HP has read and respectfully requests the above modifications. 9.3 Additional Charges: All deliveries shall be freight prepaid, F.O.B. destination and

shall be included in all pricing offered unless otherwise clearly stated in writing. Response: HP has read and acknowledges.

9.4 Price reduction and adjustment: Price reduction may be offered at any time during contract and shall become effective upon notice of acceptance from Region 4 ESC. Special, time-limited reductions are permissible under the following conditions: 1) reduction is available to all Members equally; 2) reduction is for a specific time period, normally not less than thirty (30) days; and 3) original price is not exceeded after the time-limit; and 4) Region 4 ESC has approved the new prices prior to any offer of the prices to a Member. Vendor shall offer Region 4 ESC any published price reduction during the contract period.


9.5 Prevailing Wage: It shall be the responsibility of the Vendor agrees to comply, when applicable, with the prevailing wage legislation in effect in the jurisdiction of the purchaser (Region 4 ESC or its Members). It shall further be the responsibility of the Vendor to use commercially reasonable efforts to monitor the applicable prevailing wage rates as established by the appropriate department of labor for any increase in rates during the term of this contract and adjust wage rates accordingly.


9.6 Administrative Fees: All pricing submitted to Region 4 ESC shall include the administrative fee to be remitted to TCPN by the awarded vendor.

The awarded vendor agrees to pay administrative fees to TCPN as calculated as follows: (Sales will be calculated for fiscal year of January 1st through December 31st

and reset each year)

Annual Sales Through Contract

Administrative Fee

0 - $50,000,000 2%

$50,000,001 - $100,000,000

1

$100,000,001 - $150,000,000

1

$150,000,001 - $200,000,000

1

$200,000,001 - $500,000,000

1%

$500,000,001 - $1,000,000,000

0

$1,000,000,000+

0


ARTICLE 10- PRICING AUDIT 10.1 Audit rights: Vendor shall, at Vendor’s sole expense, maintain appropriate due

diligence of all purchases made by Region 4 ESC and any entity that utilizes this Agreement. At Region 4 ESC/TCPN’s sole expense and once every twelve (12) months per year during the terms of this contract, and provided ten (10) business day written notice, TCPN and Region 4 ESC each reserve the right to audit the accounting files or records pertaining to this contract specific to any charges paid or payable for a period of three (3) years from the time such purchases are made for the purposes of determining if such charges are accurate. This audit right shall survive termination of this Agreement for a period of one (1) year from the effective date of termination. In the State of New Jersey, this audit right shall survive termination of this Agreement for a period of five (5) years from the date of final payment. Such records shall be made available to the New Jersey Office of the State Comptroller upon request. Region 4 ESC shall have the authority to conduct random audits of Vendor’s pricing that is offered to eligible entities at Region 4 ESC's sole cost and expense. Notwithstanding the foregoing, in the event that Region 4 ESC is made aware of any pricing being offered to eligible agencies that is materially inconsistent with the pricing under this agreement, Region 4 ESC shall have the ability to conduct an extensive audit of Vendor’s pricing at Vendor’s sole cost and expense. Region 4 ESC may conduct the audit internally or may engage a third-party auditing firm. If Region 4 ESC/TCPN wishes to select a third party auditor to perform such audit, such auditor shall sign a confidentiality agreement reasonably agreeable to vendor prior to commencement of the audit, and the result of the audit shall be subject to such confidentiality agreement. In the event of an audit, the requested materials shall be provided in the format and at the location designated by Region 4 ESC or TCPN. These files and records shall not include any personnel related information, product or labor cost data, or proprietary data relating to vendor`s products or services. Audits shall be performed at Region 4 ESC/TCPN’s cost during normal business hours in a manner to minimize disruption to vendor’s business, and Region 4 ESC/TCPN shall promptly provide vendor with a copy of the results of the audit. If the audit reveals that vendor has overcharged eligible agencies, Region 4 ESC/TCPN shall notify vendor in writing regarding the amount of such overcharge and details regarding such overcharge. Vendor reserves the right to reasonably review the results of the audit and discuss any results within thirty (30) business days after receipt of notice of the overcharge.


ARTICLE 11- OFFEROR PRODUCT LINE REQUIREMENTS 11.1 Current products: Proposals shall be for materials and equipment in current

production and marketed to the general public and education/government agencies at the time of vendor’s acceptance of an order the proposal is submitted.

Response: HP has read and respectfully requests the above modifications. 11.2 Discontinued products: If a product or model is discontinued by the manufacturer,

vendor may substitute a new product or model if the replacement product meets or exceeds the specifications and performance of the discontinued model and if the discount is the same or greater than the discontinued model.

Response: HP has read and acknowledges. 11.3 New products/Services: New products and/or services that meet the scope of work

may be added to the contract. Pricing shall be equivalent to the percentage discount for other products. Vendor may replace or add product lines to an existing contract if the line is replacing or supplementing products on contract, is equal or superior to the original products offered, is discounted in a similar or to a greater degree, and if the products meet the requirements of the solicitation. No products and/or services may be added to avoid competitive procurement requirements. Region 4 ESC may require additions to be submitted with documentation from Members demonstrating an interest in, or a potential requirement for, the new product or service. Region 4 ESC may reject any additions without cause.


11.4 Options: Optional equipment for products under contract may be added to the contract at the time they become available under the following conditions: 1) the option is priced at a discount similar to other options; 2) the option is an enhancement to the unit that improves performance or reliability.

Response: HP has read and acknowledges. 11.5 Product line: Offerors with a published catalog may submit the entire catalog.

Region 4 ESC reserves the right to select products within the catalog for award without having to award all contents. Region 4 ESC may reject any addition of equipment options without cause.

Response: HP has read and acknowledges. 11.6 Warranty conditions: All supplies, equipment and services shall include

manufacturer's minimum standard warranty and one (1) year labor warranty unless otherwise agreed to in writing.


ARTICLE 12- SITE REQUIREMENTS 12.1 Cleanup: Vendor shall clean up and remove all debris and rubbish resulting from their

work as required or directed by Member. Upon completion of the work, the premises shall be left in good repair and an orderly, neat, clean and unobstructed condition.

Response: HP has read and acknowledges. 12.2 Preparation: Vendor shall not begin a project for which Member has not prepared

the site, unless vendor does the preparation work at no cost, or until Member includes the cost of site preparation in a purchase order. Site preparation includes, but is not limited to: moving furniture, installing wiring for networks or power, and similar pre-installation requirements.

Response: HP has read and acknowledges. 12.3 Registered sex offender restrictions: For work to be performed at schools, vendor

agrees that no employee or employee of a subcontractor who has been adjudicated to be a registered sex offender will perform work at any time when students are or are reasonably expected to be present. Vendor agrees that a violation of this condition shall be considered a material breach and may result in the cancellation of the purchase order at the Member’s discretion. Vendor must identify any additional costs associated with compliance of this term. If no costs are specified, compliance with this term will be provided at no additional charge.

Response: HP has read and acknowledges. Please see HP’s response to the background check requirements in “DOC #4: Contractor Certification Requirements – Fingerprint and Background Checks” for additional information. 12.4 Safety measures: Me mbe r a nd Vendor shall take all commercially reasonable

precautions for the safety of employees on the worksite, and shall erect and properly maintain all necessary applicable safeguards for protection of workers and the public. M e m b e r a n d Vendor shall post warning signs against all hazards created by its operation and work in progress. Proper precautions shall be taken pursuant to state law and standard practices to protect workers, general public and existing structures from injury or damage.

Response: HP has read and respectfully requests the above modifications. 12.5 Smoking: Persons working under the contract shall adhere to local smoking policies.

Smoking will only be permitted in posted areas or off premises. Response: HP has read and acknowledges. 12.6 Stored materials: Upon prior written agreement between the vendor and Member,

payment may be made for materials not incorporated in the work but delivered and suitably stored at the site or some other location, for installation at a later date. An inventory of the stored materials must be provided to Member prior to payment. Such materials must be stored and protected in a secure location, and be insured for their

full value by the vendor against loss and damage. Vendor agrees to provide proof of coverage and/or addition of Member as an additional insured upon Member’s request. Additionally, if stored offsite, the materials must also be clearly identified as property of buying Member and be separated from other materials. Member must be allowed reasonable opportunity to inspect and take inventory of stored materials, on or offsite, as necessary.

Until final acceptance by the Member, it shall be the Vendor's responsibility to protect all materials and equipment. The Vendor warrants and guarantees that title for all work, materials and equipment shall pass to the Member upon final acceptance.

Response: HP has read and respectfully requests the above modifications. Terms and conditions

ARTICLE 13- MISCELLANEOUS 13.1 Funding Out Clause: Any/all contracts exceeding one (1) year shall include a standard

“funding out” clause. A contract for the acquisition, including lease, of real or personal property is a commitment of the entity’s current revenue only, provided the contract contains either or both of the following provisions:

“Retains to the entity the continuing right to terminate the contract at the expiration of each budget period during the term of the contract and is conditioned on a best efforts attempt by the entity to obtain appropriate funds for payment of the contract.”

Response: HP has read and clarifies that a “funding out” clause shall provide a advance written notice of any cancellation or termination of a contract for lack of funding, and it shall clearly state that any termination of a contract, Statement of Work, or Schedule shall not affect payments due or fulfillment and payment for services performed, products delivered, and product orders accepted prior to termination. 13.2 Disclosures: Offeror affirms that he/she has not given, offered to give, nor intends to

give at any time hereafter any economic opportunity, future employment, gift, loan, gratuity, special discount, trip, favor or service to a public servant in connection with this contract.

Include a complete description of any and all relationships that might be considered a conflict of interest in doing business with participants in TCPN.

The Offeror affirms that, to the best of his/her knowledge, the offer has been arrived at independently, and is submitted without collusion with anyone to obtain information or gain any favoritism that would in any way limit competition or give an unfair advantage over other vendors in the award of this contract.

Response: HP has read and acknowledges. 13.3 Indemnity: The awarded vendor shall protect, indemnify, and hold harmless defend

and settle any third party claims against both Region 4 ESC and TCPN and its participants, administrators, employees and agents for tangible property damage,

bodily injury and death caused solely by the vendor`s gross negligence or willful misconduct, provided that Region 4 ESC/TCPN promptly notifies vendor of such claims, cooperates with vendor in the defense of the claims, and grants vendor sole defense of such claims. against all claims, damages, losses and expenses arising out of or resulting from the actions of the vendor, vendor employees or vendor subcontractors in the preparation of the solicitation and the later execution of the contract, including any supplemental agreements with members. In connection with such claims, the vendor will pay all defense costs, settlement amounts, court awarded damages (including court costs and reasonable attorneys fees), and third party costs incurred by Region 4 ESC/TCPN at the request of vendor in connection with the defense of the claim. Each party will have a duty to mitigate damages for which the other party is responsible. Any litigation involving either Region 4 ESC or TCPN, its administrators and employees and agents will be in Harris County, Texas. Any litigation involving TCPN members shall be in the jurisdiction of the participating agency.

Response: HP has read and respectfully requests the above modifications. 13.4 Franchise Tax: The Offeror hereby certifies that he/she is not currently

delinquent in the payment of any franchise taxes. Response: HP has read and acknowledges. 13.5 Marketing: Awarded vendor agrees to allow Region 4 ESC to use their name and

logo within website, marketing materials and advertisement. Any use of Region 4 ESC name and logo or any form of publicity, inclusive of press releases, regarding this contract by awarded vendor must have prior approval from Region 4 ESC.

Response: For the term of this Agreement only, Region 4 ESC may display the HP’s marks only as shown in Att 2 on CD (the “Marks”) solely to accurately identify its participation in this Agreement and in connection with its performance under this Agreement provided that Region 4 ESC agrees to (i) use the Marks only in the form and manner approved by HP, (ii) submit to HP for its prior written approval all marketing materials specific to this Agreement containing HP’s Marks; and (iii) include all proprietary notices that HP specifies be used with its Marks. Any display of the Marks will inure solely to HP’s intellectual property rights in the Marks. Region 4 ESC agrees to adhere to HP’s logo or trademark guidelines (“Trademark Guidelines”) for displaying the Marks, as may be amended from time to time. If reasonably requested by HP, Region 4 ESC will expeditiously implement changes in the manner in which it uses the Marks to comply with the Trademark Guidelines of HP. Region 4 ESC agrees not to display HP’s Marks in a manner that is not accurate or in a manner that is likely to confuse or mislead as to the relationship between the parties. Region 4 ESC may not use HP’s Marks together with their own trademarks to create a composite mark. Region 4 ESC will not use HP’s Marks in a manner that compromises or reflects unfavorably upon the goodwill, good name, reputation or image of HP, or which might jeopardize or limit HP’s proprietary interest in its Marks. Failure to comply with the requirements of this Section will be considered a material breach under this Agreement. Upon the termination of the Agreement, Region 4 ESC will promptly cease all use of HP’s Marks.

13.6 Certificates of Insurance: Upon request, Certificates of insurance shall be delivered to the Region 4 ESC participant prior to commencement of work. The insurance company shall be licensed in the applicable state in which work is being conducted. The awarded vendor shall give the participating entity a minimum of ten (10) days notice prior to any modifications or cancellation of policies. The awarded vendor shall require all subcontractors performing any work to maintain coverage as specified.

Response: HP has read and respectfully requests the above modifications. 13.7 Legal Obligations: It is the Offeror’s responsibility to be aware of and comply with

all applicable local, state, and federal laws governing the sale of products/services identified in this RFP and any awarded contract and shall comply with all while fulfilling the RFP. Applicable laws and regulation must be followed even if not specifically identified herein.

Response: HP has read and respectfully requests the above modifications. 13.8 Open Records Policy: Because Region 4 ESC contracts are awarded by a

governmental entity, responses submitted are subject to release as public information after contracts are executed. If a vendor believes that its response, or parts of its response, may be exempted from disclosure, the vendor must specify page-by-page and line-by-line the parts of the response, which it believes, are exempt. In addition, the Offeror must specify which exception(s) are applicable and provide detailed reasons to substantiate the exception(s). Any information that is unmarked will be considered public information and released, if requested under the Public Information Act.

The determination of whether information is confidential and not subject to disclosure is the duty of the Office of Attorney General (OAG). Region 4 ESC must provide the OAG sufficient information to render an opinion and therefore, vague and general claims to confidentiality by the Offeror are not acceptable. Region 4 ESC must comply with the opinions of the OAG. Region 4 ESC assumes no responsibility for asserting legal arguments on behalf of any vendor. Offeror are advised to consult with their legal counsel concerning disclosure issues resulting from this procurement process and to take precautions to safeguard trade secrets and other proprietary information.

After completion of award, these documents will be available for public inspection.


[Remainder of Page Intentionally Left Blank- Signatures follow on Signature Form]


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Tab 2 – Questionnaire (App E) Response: Please refer to the completed Vendor Questionnaire that follows.

QUESTIONNAIRE

Please provide responses to the following questions that address your company’s operations, organization, structure and processes for providing products and services.

1. States Covered Offeror must indicate any and all states where products and services can be offered. Please indicate the price co-efficient for each state if it varies.

50 States & District of Columbia (Selecting this box is equal to checking all boxes below)

Alabama Montana Alaska Nebraska Arizona Nevada

U.S. Arkansas New Hampshire California New Jersey Colorado New Mexico Connecticut New York

All

Delaware District of Columbia

North Carolina North Dakota

Florida Ohio Georgia Oklahoma Hawaii Oregon Idaho Pennsylvania Illinois Rhode Island Indiana South Carolina Iowa South Dakota Kansas Tennessee Kentucky Texas Louisiana Utah Maine Vermont Maryland Virginia Massachusetts Washington Michigan West Virginia Minnesota Wisconsin Mississippi Missouri

Wyoming

Territories & Outlying Areas (Selecting this box is equal to checking all boxes below)

American Samoa Northern Marina Islands Federated States of Micronesia Puerto Rico Guam U.S. Virgin Islands Midway Islands

2. Minority and Women Business Enterprise (MWBE) and (HUB) Participation

It is the policy of some entities participating in TCPN to involve minority and women business enterprises (MWBE) and historically utilized businesses (HUB) in the purchase of goods and services. Respondents shall indicate below whether or not they are an M/WBE or HUB certified.

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3. Residency

a. Minority/Women Business Enterprise Respondent certifies that this firm is an M/WBE Yes No

b. Historically Underutilized Businesses Respondent certifies that this firm is a HUB Yes No

Responding Company’s principal place of business is in the city of Palo Alto State of CA.

4. Felony Conviction Notice

Please check applicable box:

A publicly held corporation; therefore, this reporting requirement is not applicable.

Is not owned or operated by anyone who has been convicted of a felony.

Is owned or operated by the following individual(s) who has/have been convicted of a felony.

*If the 3rd box is checked a detailed explanation of the names and convictions must be attached. 5. Processing Information

Company contact for:

Contract Management

Contact Person: Joe Perugini

Title: Contract Program Manager

Company: Hewlett-Packard Company

Address: 355 Ledgelawn Drive / Attn: ACO

City: Conway State: AR Zip: 72034

Phone: 936-689-0598 Fax: 832-442-5941

Email: [email protected]

Billing & Reporting/Accounts Payable

Contact Person: June Eskridge

Title: Contract Administrator


Address: 355 Ledgelawn Drive / Attn: ACO / June Eskridge

City:

Conway State: AR Zip: 72034

Phone: 501-339-2197 Fax: 832-442-5941


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Marketing

Contact Person: Cheryl O’Bannon

Title: Account Manager


Address: 4001 Stonebridge Circle

City: State: OK Zip: 73099

Phone: 405-826-2652 Fax:


6. Distribution Channel: Which best describes your company’s position in the distribution channel:

Manufacturer direct Certified education/government reseller

Authorized distributor Manufacturer marketing through reseller

Value-added reseller Other Manufacturer Direct, Value-added Reseller, Authorized Distributor

7. Pricing Information

• In addition to the current typical unit pricing furnished herein, the Vendor agrees to offer all future product introductions at prices that are proportionate to Contract Pricing.

Yes No

(If answer is no, attach a statement detailing how pricing for participants would be calculated.)

• Pricing submitted includes the required administrative fee. Yes No (Fee calculated based on invoice price to customer)

• Additional discounts for purchase of a guaranteed quantity? Note 1

Yes

No 8. Cooperatives

List any other cooperative or state contracts currently held or in the process of securing

Cooperative/State Agency Discount Offered

Expires Annual Sales Volume

Educational and Institutional Cooperative Purchasing (E&I) Note 2 Note 2 Note 2

General Services Administration (GSA) Note 2 Note 2 Note 2

Western States Contract Alliance (WSCA) Note 2 Note 2 Note 2

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NOTE 1: Region 4 ESC/TCPN members should contact their assigned HP Account Manager to request special pricing for volume purchases. HP can assist the individual members to confirm final product specifications, deployment schedules and purchase quantities. Once details for the volume purchase are confirmed, HP will consider additional special fixed pricing for the specific opportunity.

NOTE 2: In most cases, HP has at least one HP-held contract available to Public Sector customers in each State. In addition, HP also has a successful history in working with nationwide cooperatives (a few examples are listed above). HP has had a long standing relationship with the three cooperatives listed above that has spanned several years and multiple contract agreements. Due to confidentiality/compliance considerations, HP does not share specific customer contract details.


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Tab 3 – Company Profile (App F) Please provide the following:

2. Company’s official registered name.

Response: Hewlett-Packard Company

3. Brief history of your company, including the year it was established.

Response: Hewlett-Packard Company was founded in 1939. The company was first incorporated in California in 1947 and then reincorporated in Delaware in 1998. HP is not a subsidiary of any other company. However, it does maintain business alliances and affiliations with many other global IT companies including Microsoft, Intel, and Novell.

HP is a publicly held company, listed as HPQ on the New York Stock Exchange. For additional information on HP’s legal and financial structure, see http://www.hp.com/hpinfo/index.html?mtxs=corp&mtxb=3&mtxl=1.

4. Company’s Dun & Bradstreet (D&B) number.

Response: 00-912-2532

5. Corporate office location.

Response: 3000 Hanover Street Palo Alto, CA 94304-1185 USA

6. List the total number of sales persons employed by your organization within the United States, broken down by market

Response: HP is in the information technology market and has more than 320,000 employees worldwide, including our subsidiary employees. Within the Americas (North America, South America and Canada) we employee 10,300 sales staff with another 4500 in support of sales operations.

7. List the number and location of offices, or service centers for all states being bid in solicitation. Additionally, list the names of key contacts at each location with title, address, phone and e-mail address.

Response: HP is a large corporation with many office locations throughout the United States (and Worldwide). Please see Item 7 – HP Primary Office Locations attachment in HP Appendix A for a listing of the primary office locations within the U.S. It should be noted that HP’s sales force supporting Public Sector Customers is a mix of Inside and Outside Sales with supporting specialists that can be leveraged on an opportunity basis depending on the products and/or services involved. HP Outside Account Managers are home-office based at locations throughout the U.S. to provide the best local sales coverage for HP U.S. Public

http://www.hp.com/hpinfo/index.html?mtxs=corp&mtxb=3&mtxl=1


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Sector customers. Inside Sales Support for HP U.S. Public Sector customers are located at two locations (Please see below).

Rio Rancho, New Mexico Sales Center - Printing and Personal Systems Group (PPSG) Hewlett-Packard Company 2351 HP Way NE Rio Rancho, NM 87144 888.202.4682 – State and Local Government Customers 800.888.3224 – Education Customers

Conway, Arkansas Sales Center - Enterprise Group (EG) Hewlett-Packard Company 355 Ledgelawn Drive Conway, AR 72034 888.202.4682 – State and Local Government Customers 800.888.3224 – Education Customers

A list of key sales contacts by State can be found below:

AK, CA, ID, OR, NV, WA Tara Sachs Inside Sales Representative Phone 888.283.5849 Email [email protected]

AR, AZ, LA, MS, NM, OK, TX Joshua Archuleta Inside Sales Representative Phone 866.316.9778 Email [email protected]

AL, FL, GA, NC, SC, TN Don Lea Inside Sales Representative Phone 800.888.3224 ext. 7713600 Email [email protected]

DE, DC IN, KY, MD, MI, OH, VA, WV Jamila Mamuya Inside Sales Representative Phone 800.888.8430 Email [email protected]

CT, MA, ME, NH, NJ, NY, PA, RI, VT Eddie Bush Inside Sales Representative Phone 800.277.8988 ext. 7725766 Email [email protected]

CO, IA, IL, KS, MO, MN, MT, ND, NE, SD, WI, WY, UT Maribel Orozco Inside Sales Representative Phone 281.257.7820 ext 7715682 Email [email protected]








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Partner Managed Print Services HP will provide exceptional, on-site service for Region 4 ESC/TCPN’s members through our Partner Managed Print Services (P-MPS) group which is headquartered in Salt Lake City, Utah. Key contacts at these locations are as follows:

Kelly Larsen Director of Sales 2580 S. Decker Lake Blvd - Suite 200 Salt Lake City, UT 84119

Phone: 801.924.6109 E-mail: [email protected] Mike Farmer Service Operations Manager, U.S 2580 S. Decker Lake Blvd - Suite 200 Salt Lake City, UT 84119

Phone: 801.924.6181 E-mail: [email protected]

Our Utah office serves as a communication hub with our National Technical Support team located throughout the United States. HP has technicians and vans located in all major metropolitan areas, allowing us to provide white-glove service in 2-4 hour response times. In the secondary markets, HP utilizes our extensive partner service network to deliver high-quality response times and exceptional customer service.

The key strength of P-MPS is our robust partner network. HP has partners located in every state in the U.S. Region 4 ESC/TCPN’s members will be able to leverage their local partner of choice, if they choose, to provide local expertise and preferences in purchasing hardware. HP P-MPS will work with our partners as we provide the service execution to provide a consolidated level of account support.

HP Reseller Agents are local specialists who can provide agencies with expert advice, guidance to customize solutions for specific technology needs, pre and post sales support, and customer service support. Agents work closely with the HP team members to ensure each customer received the highest quality of customer satisfaction. HP Resellers may be used to handle customized service offerings, which can include and is not limited to installation, image loads, asset tags and additional deployment services. The servicing subcontractor works closely with the HP team members.

HP Authorized Service Providers (ASP) provides agencies with expert warranty repairs by highly trained service engineers that are fully accountable and have direct access to HP spare parts and technical information.


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8. Please provide contact information for the person(s) who will be responsible for the following areas, including resumes:

a. Sales b. Sales Support c. Marketing d. Financial Reporting e. Executive Support

Response: a. Sales

Cheryl O’Bannon Public Sector Account Manager Phone: 405.826.2652 Email: [email protected] Bio/Resume Cheryl O’Bannon has been with Hewlett-Packard for 10 years working with Public Sector organizations; prior to that she was with Xerox for 15 years also working with the Public Sector. She has served in roles as Sales Account Manager, Sales Management, and Managed Print Services roles. She 25 years cumulate experience working with Public Sectors Clients in the area of print and print management. Cheryl graduated from Southern Nazarene University with a bachelors’ degree in Management and graduated from Oklahoma City University with a M.B.A. in Business Finance.

b. Sales Support

Michelle Patrick Inside Sales Manager Phone: 719.209.8934 Email: [email protected]

Bio/Resume Michelle Patrick has been with HP for 5 ½ years, and has worked in the Information Technology industry for 15 years. She brings a wealth of knowledge around I.T., Marketing, Customer Engagement, and go-to-market strategies for our customers. Currently Michelle manages the Inside Sales Organization for the South Central part of the U.S. Our inside sales organization resides in Rio Rancho New Mexico and supports our Field Sales Organization and Customers.

Dave Chappell Sales Manager, P-MPS Phone: 630.770.7463 Email: [email protected] Bio/Resume Dave Chappell has been with Hewlett-Packard since August 2010 and is currently the Central and Great Lakes Regional Sales Manager within Partner MPS. Prior to joining HP, Dave spent seven years at Lexmark International in both Sales and Sales Management roles, and nearly nine years at Xerox Corporation where he held a variety of Sales and Sales Specialist roles. Throughout his career at HP, Lexmark and Xerox, Dave has amassed more than 10 years of direct MPS experience.

Dave graduated from Michigan State University with a bachelor’s degree in Communications and lives in St. Charles, IL.




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c. Marketing

Cheryl O’Bannon – Please see Cheryl’s information under a. Sales above.

d. Financial Reporting Joe Perugini Contract Program Manager Phone: 936.689.0598 Email: [email protected] Bio/Resume Joe Perugini has been with Hewlett-Packard since January 1995 and is currently a Contract Program Manager supporting the HP Public Sector sales organization for the South Central and Pacific West Sales Districts. He has also served in other roles at HP, including business development, sales operations, and proposal response. Prior to joining HP, Joe spent six year with the United State Army on Active Duty.

Joe graduated from The University of Texas at Austin with a bachelor's degree in Business Administration (Marketing) and lives in The Woodlands, TX.

e. Executive Support

David Wiese District Sales Manager, HP Public Sector Phone: 512.466.3405 Email: [email protected]

Bio/Resume David Wiese has been with Hewlett-Packard since November 2006 and is currently the District Sales Manager for the HP Public Sector sales organization for the South Central. Prior to joining HP, David spent 14 years with the Dell in multiple management roles.

David graduated from Texas State University in San Marcos with a bachelor's degree in Business Administration (Finance) and lives in Round Rock, TX.

Service Execution: HP Partner Managed Print Services Kelly Larsen Director of Sales & Partner Recruitment Phone: 801.924.6109 Email: [email protected]

Bio/Resume Kelly Larsen joined HP as a result of the Printelligent acquisition which initiated in July 2011. He joined Printelligent in 2008, with invaluable experience in leveraging partnerships and aligning sales resources to gain corporate goals and sales results.

His expertise spans 20+ years of experience with high-technology companies such as Altiris (Symantec), Novell, WordPerfect and Clyde Digital. Mr. Larsen had focused his energies on refining the structure of Printelligent’s sales force, expanding geographic territories, and keeping the sales team well trained and customer focused.

Printelligent achieved its growth goals through strengthened strategic partnerships, new business acquisition and expanded customer relationships under Mr. Larsen's sales leadership, gaining the attention of HP. Mr. Larsen has continued to serve in the leadership position of sales engagement with HP partners in the Partner MPS program with a key



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objective to sign long-term contractual MPS agreements which include service, parts, supplies, hardware and solutions to optimize and improve customer document environments.

HP’s Partner MPS offering is now well established with 60 US partners resulting in clients in over 750 cities in 47 states. Mr. Larsen continues to lead the sales expansion strategy for HP Partner MPS in North America with a focus to hire, develop and grow a top consultative sales team specializing in Managed Print. Mike Farmer Service Operations Manager, U.S Phone: 801.924.6181 Email: [email protected]

Bio/Resume As the HP P-MPS Service Operations Manager Mike is responsible for all service delivery, technical support, call entry, and dispatch.

Mike’s leadership has guided HP to maintain and expand our industry-leading two-hour response time, our 91% first-time fix rate, and our 96 percent customer retention over the last five years. Mike was also a key member of integration team when Printelligent was acquired by HP.

Mike received his B.S. in Biology from Colorado State University.

Our Utah office serves as a communication hub with our National Technical Support team located throughout the United States. HP has techs and vans located in all major metro areas, allowing us to provide white-glove service in 2-4 hour response times. In the secondary markets, HP utilizes our extensive partner service network to deliver high-quality response times and exceptional customer service.

The key strength of P-MPS is our robust partner network. HP has partners located in every state in the U.S. Region 4 ESC/TCPN’s members will be able to leverage their local partner of choice, if they choose, to provide local expertise and preferences in purchasing hardware. HP P-MPS will work with our partners as we provide the service execution to provide a consolidated level of account support.

HP Reseller Agents are local specialists who can provide agencies with expert advice, guidance to customize solutions for specific technology needs, pre and post sales support, and customer service support. Agents work closely with the HP team members to ensure each customer received the highest quality of customer satisfaction. HP Resellers may be used to handle customized service offerings, which can include and is not limited to installation, image loads, asset tags and additional deployment services. The servicing subcontractor works closely with the HP team members.

HP Authorized Service Providers (ASP) provides agencies with expert warranty repairs by highly trained service engineers that are fully accountable and have direct access to HP spare parts and technical information.

9. Define your standard terms of payment.

Response: Hewlett-Packard’s standard payment terms are Net 30 days.


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10. Who is your competition in the marketplace?

Response: We encounter aggressive competition in all areas of our business activity. We compete primarily on the basis of technology, performance, price, quality, reliability, brand, reputation, distribution, range of products and services, ease of use of our products, account relationships, customer training, service and support, and security.

On a revenue basis we are the largest company offering our range of general purpose computers and personal information, imaging and printing products for industrial, scientific, business and consumer applications, and IT services. We are the leader or among the leaders in each of our principal business segments. Competitors in the Hardware Market The markets for printer hardware and associated supplies are highly competitive, especially with respect to pricing and the introduction of new products and features across Imaging and Printing Group’s consumer, small- to medium-sized business, graphics and enterprise customer segments.

Gartner “Magic Quadrant for MFPs and Printers, Worldwide”

HP is positioned as a “leader” in the October, 24, 2012 Gartner “Magic Quadrant for MFPs and Printers, Worldwide”, report, ID #: G00230375[1]. Gartner is a leading provider of IT research and advice. The “leader” designation is based on vendors who “offer the most extensive product portfolio relative to their peers and they have the broad channel capability to deliver the products to customers where they want to procure them.”

Gartner Evaluation Criteria Gartner's MFP and printer Magic Quadrant serves as a guide for midsize and large organizations to identify and evaluate technology providers that deliver MFP and printer products and services. The companies were evaluated using the criteria briefly defined below.

Ability to Execute Completeness of Vision Product/Service Overall Viability (Business Unit, Financial, Strategy and Organization) Sales Execution/ Pricing Market Responsiveness and Track Record Marketing Execution Customer Experience Operations

Market Understanding Marketing Strategy Sales Strategy Offering (Product) Strategy Business Model Vertical/Industry Strategy Innovation Geographic Strategy

[1] All statements in this report, attributable to Gartner, represent the HP interpretation of data, research

opinion, or viewpoints published as part of a syndicated subscription service by Gartner, Inc, and have not been reviewed by Gartner. Each Gartner publication speaks as of its original publication date (and not as of the date of this RFP). The opinions expressed in Gartner publications are not representations of fact, and are subject to change without notice.


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Gartner Magic Quadrant Descriptions - Leaders and Visionaries Leaders are the most capable in providing MFPs (including SMFPs), printers and the associated printing solutions and services, regardless of customer location. Providers in the Leaders quadrant offer the most extensive product portfolio relative to their peers, and they have the broad channel capability to deliver the products to customers where they want to procure them. Thus, Leaders hold consistently high market share worldwide and are capable of delivering consistent service levels in the regions where Gartner customers are located. Leaders tend to have the deepest global capability and the inventiveness and resources, skills and vision to deliver superior levels of support to existing and future customers globally. Leaders have a proven track record of channeling R&D initiatives into products and solutions that customers need.

Visionaries understand current market trends and know how to meet current market needs. They tend to be spot-on when it comes to the future needs of customers and are often specialists in creating new ways of solving unique customer issues — especially in key vertical markets. While Visionaries may not be able to deliver the full range of products, solutions and services to the broadest range of customers, they do understand those needs but lack the scale to reach the wide range that multinational companies and, by definition, the typical Gartner customer require. The 2012 study does not contain any print provider in the Visionaries quadrant.

In Summary According to Gartner’s report, “we define the market as consisting of providers of MFP and printer products that are capable of serving the needs of Gartner clients in the office and on-site production space (excluding high-volume, off-site production operations, consumer products, wide format and specialty printing, such as bar code and label printing). Print providers included in this analysis must understand and be able to address the following:

• The major trends impacting the printer industry • Account management and problem/service resolution issues • Fleet management, monitoring and integration • The environmental impact of printing • Security • Cloud printing”

The Gartner report recognized many of HP’s strengths in their analysis including:

• HP’s significant presence - Gartner's 2011 market share data for HP shows that despite the ongoing economic and structural challenges in the printer industry, HP has consolidated its overall market leader position.

• Leveraging IT strengths - Occupying mind share and office space in most organizations across the globe, HP can leverage its IT strengths to offer customers solutions beyond those offered by the traditional printer and copier channels.

• Broad A4 product range and balanced deployment strategy – customer can benefit from managing a balanced printer fleet composed of A3 and A4 devices.

HP has purchased rights to re-distribute this report; we would be happy to provide TPN with a URL enabling you to read the full report at your convenience.


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11. Overall annual sales for last three (3) years; 2009, 2010, 2011

Response: The following tables provide a summary of HP annual revenue by business unit for the past three years.

Revenue Worldwide

HP Enterprise Business

Personal Systems Group

Imaging and Printing Group

HP Financial Services

2009 $114,552 $53,624 $35,305 $24,011 $2,673

Revenue Worldwide

Services Enterprise Servers,

Storage, and Networking

HP Software

Personal Systems Group

Imaging and

Printing Group

HP Financial Services

2010 $126,033 $35,529 $20,356 $2,729 $40,741 $25,764 $3,047 2011 $127,245 $35,954 $22,245 $3,217 $39,574 $25,783 $3,596

Figures are stated as USD in millions.

12. Overall public sector sales, excluding Federal Government, for last three (3) years; 2009, 2009, 2011.

Response: The following table provides a summary of estimated public sector sales (US), excluding Federal Government, for the last three (3) years.

Estimated Public Sector Sales (excluding Federal) 2009 $3,470 2010 $3,781 2011 $3,817

Figures are stated as USD in millions.

13. What is your strategy to increase market share?

Response:

Market Share Leadership Why should Region 4 care about market share? Actually, there are several good reasons. Market share is more than a gauge of popularity; it is also a valuable indicator of the supportability and longevity of a vendor’s products. Products that command large and sustained market share do so because they are proven winners among customers.

Hewlett-Packard’s market leadership spans a broad range of solution areas. With a number-one market share ranking in several key IT product segments, HP holds a formidable competitive position that is unmatched in the industry. The following chart summarizes the market leadership position of HP in twelve product segments.


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Leadership across the Board

Innovative Printing and Imaging Technology As the boundaries between digital and physical information further blur, HP Imaging and Printing technology is helping customers make that transition. Today you can use your Web-connected HP printer to access the Internet. Mobile professionals can send important information to the office printer—via HP ePrint—while stuck in traffic. Anyone can create, print, promote, and sell magazines with solutions like HP MagCloud. And some of the world’s largest companies are using patented HP printing and imaging technologies to protect their brands and curb counterfeiting. HP’s solutions are designed to assist enterprise customers in optimizing their hardware structure, managing their imaging and printing environments, and improving document workflow. Industry Recognition The market leadership HP enjoys in products and services is matched by leadership in corporate responsibility and customer satisfaction. HP has received many awards and recognitions for its demonstrated excellence in customer support and global citizenship.

In doing business with HP, Region 4 can feel confident that it has chosen a vendor with an unparalleled reputation for product innovation, ethical business practices and customer satisfaction. To view some of the awards and recognition that HP has received, visit http://www.hp.com/hpinfo/newsroom/awards/.

http://www.hp.com/hpinfo/newsroom/awards/


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14. What differentiates your company from competitors?

Response:

Public Sector Buying Consortium Experience For more than 70 years, HP has helped public-sector customers in government and education achieve the highest possible levels of operational excellence and service delivery. Moreover, HP has institutionalized our best practices to provide consistently high-quality performance in all environments. HP will apply these same principles to Region 4 ESC/TCPN’s members for successful program execution.

HP has a robust sales and support organization dedicated to U.S. Public Sector Customers. In most cases, HP has at least one HP-held contract available to Public Sector customers in each state. In addition, HP also has a successful history in working with nationwide cooperatives (please see a few examples below):

Western States Contracting Alliance (WSCA): MPS Contract – Awarded November 2012

Educational and Institutional Purchasing Cooperative (E&I): Current Agreement has been in place since December 1, 2006

General Services Administration (GSA): There are multiple agreements in place.

Region 4 ESC/TCPN can access additional information at the HP Public Sector Web site: http://government.hp.com/index.aspx.

http://government.hp.com/index.aspx


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SLED Expertise

Public-sector clients need a technology partner that can help provide more effective services, while saving money and eliminating redundancy. With a long history of serving the public sector, HP understands the unique requirements of government and education customers. HP’s broad solutions portfolio aligns IT with Region 4 ESC/TCPN members’ requirements, providing the following benefits:

• Industry standards protect Region 4 ESC/TCPN’s capital investments in technology, making sure that your infrastructure will be compatible with future technologies. They also increase your agility and improve integration with the rest of the technology environment.

• HP management solutions are modular and scalable to meet a variety of requirements and are designed to adapt and grow incrementally so that Region 4 ESC/TCPN members realize a fast, predictable return on technology investments.

• HP Services consultants can help assess Region 4 ESC/TCPN members’ environment; design and architect the infrastructure; and deploy and implement solutions for maximum operational efficiency.

• HP’s philosophy of working with partners, and even competitors, to maximize product mix and service delivery address a wide variety of business requirements. Region 4 ESC/TCPN members will have the added benefit of a multivendor service mechanism with a single point-of-contact and accountability.

HP’s exceptional service record, products, industry partnerships, and experience combine to give Region 4 ESC/TCPN members an unrivaled source of IT technology and MPS service. Providing comprehensive solutions and a demonstrated commitment to the public sector, HP is uniquely qualified as Region 4 ESC/TCPN’s MPS and IT partner of choice.

SLED MPS Service Execution Case Study Utah Valley University (Provo, Utah) Managed Print Service Case Study

Utah Valley University (UVU)—once a two-year community college which has experienced rapid growth—turned to HP 15 years ago to manage their print environment. As UVU has grown, so has HP’s support coverage.

Our 15 year client tenure is based on respect, trust and exceptional service delivery. HP repairs and maintains several hundred devices with a print volume of nearly five million annual pages.

HP also proactively tracks and manages Utah Valley University’s devices through FMAudit. UVU’s device fleet is comprised of HP equipment.

With decades of experience in Higher Education, HP is well positioned to provide exceptional support to Region 4 ESC/TCPN’s members.

Government Both national and local government agencies use HP services and solutions to enhance access to information and services.

Defense, intelligence, and public-safety departments use HP solutions to maintain readiness and safety through instant, secure access to vital information. HP manages and secures two of the largest intranets in the world: the U.S. Department of Navy and the U.K. Ministry of Defense. In addition to first-responder solutions (emergency notification


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and preparedness), HP offers solutions to address requirements for homeland security, border and tariff, military and intelligence, and network-centric operations (NCO). Specific examples include such analysis tools as fire and crime tracking and bioterrorism tracking, as well as mobile solutions for law enforcement. Plus, HP's Global Homeland Security Program Office is helping strengthen and extend existing capabilities to meet the evolving demands of homeland security.

HP civilian solutions and services include e-government, tax and treasury, case management for social services, and e-democracy. All of these help make agency records and resources available quickly to staff and constituents on demand.

The following list highlights some of the many government organizations worldwide using HP solutions:

• HP employees currently serve 409 government clients in 32 countries.

– HP provides computing infrastructure solutions for the White House, the British Cabinet Office, and Vatican City. In fact, HP manages more than 20 revenue systems for the Province of British Columbia.

– The Brazilian Navy reduced the IT infrastructure maintenance costs by approximately 80% after HP migrated its entire mainframe-based database environment to an open, Linux-based platform.

• More than 85% of 911 emergency centers in the United States run on HP technology.

• HP servers are the leading development platform in fingerprint solutions for criminal investigations.

• More than 500 computer-aided dispatch systems, including some in the largest cities in the United States, run on HP.

• With the help of HP technology and services, the United States Postal Service (USPS) performs the colossal task of delivering more than 200 billion pieces of mail each year. In recognition of our support, HP has received an unprecedented six USPS Quality Supplier Awards as well as the Postmaster General (PMG) Partnership Award.

• HP on-demand utility processing capabilities let the Defense Information Systems Agency (DISA) apply utility pricing for timely, efficient rendering of ongoing projects. In fact, HP created a Rapid Access Computing Environment (RACE) that allows DISA customers to provision test and development environments for a basic monthly fee.

• Thanks to a software application developed by the U.S. Army and deployed on the HP iPAQ Pocket PC, fully informed decision-making among battlefield medics is happening faster and saving more soldiers’ lives.

U.S. government customers using HP solutions include the following:

• Federal Aviation Administration (FAA) • General Services Administration (GSA) • Los Alamos National Laboratory • National Aeronautics and Space Administration (NASA) • Sandia National Laboratories • U.S. Department of Agriculture • U.S. Department of Commerce • U.S. Department of Defense • U.S. Department of Education • U.S. Department of Health and Human Services


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• U.S. Department of Homeland Security • U.S. Department of the Interior • U.S. Department of Justice • U.S. Department of State • U.S. Department of Veterans Affairs • U.S. Postal Service

Education In the United States In education, improved access to information, applications, and resources is essential to a better learning experience at all levels—from primary school on up. HP education solutions and services support the following:

• Learning and teaching • Campus and district-wide portal design and support • Business administration support, from Enterprise Resource Planning (ERP) to security

solution design Around the Globe Some out-of-the-box innovations by HP include the following:

• Lab in a Box—HP Lab in a Box is an India-specific innovation that addresses the lack of books, electricity, IT infrastructure, and good-quality teachers in remote regions of India. Built in collaboration with the National Council of Educational Research and Training (NCERT), HP Lab in a Box is a fully functional computer lab in a shipping container. It is equipped with HP PCs, a multifunction printer, an electrical generator, and wireless connectivity as well as built-in furniture. It is self-contained and fully operational from day one, so it can be rapidly transported to any remote location, and education can be started immediately. This innovation provides students with access to India’s finest teachers from remote locations and should help India achieve its goal of increasing secondary education.

• Virtual Classes—A student may log in to a virtual classroom, part of an online learning knowledge center funded by a grant from HP designed to extend the reach of education for India.

• Brain Drain—An estimated 70,000 skilled professionals, scientists, academics, and researchers leave Africa each year to work in developed countries. A collaboration between HP and UNESCO is turning this “brain drain” into a “brain gain” by allowing university faculty to engage in real-time scientific collaboration from their home countries through grid and cloud computing. Since the pilot project launched in 2006, the program has connected 20 higher-education institutions throughout the Middle East and Africa.

Region 4 ESC/TCPN Knowledge and Experience Our relationship with Region 4 ESC/TCPN has spanned many years. HP established special pricing for HP Supplies in November of 2010. The original deal had 30 SKU’s and is now up to 64 SKU’s. HP works closely with Region 4 ESC/TCPN resellers of choice (Office Depot, GovConnection, Gonzalez Office Products, and Tech Depot) to educate them on programs to encourage growth of Region 4 ESC/TCPN membership. Examples of this include PurchasEdge Program, recycling programs, cost savings measures w/printing and cartridge selection, and more. HP hosts annual reviews of supplies


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business with Region 4 ESC/TCPN management. Region 4 ESC/TCPN executives have met with HP supplies management team as well as other HP personnel have met with Region 4 ESC/TCPN executives to review business and drive ways to promote Region 4 ESC/TCPN success.

Exceptional Service Execution HP offers Region 4 ESC/TCPN high-quality, white-glove service. Not only will the tech be an equipment expert, he/she will also perform toner installs, which saves IT time and resources.

HP will serve as an ongoing strategic partner and will provide device printing facts in our Quarterly Business Review. HP will recommend occasional changes to the printer fleet to optimize your print environment and maximize your print spend and employee productivity.

As equipment needs arise, Region 4 ESC/TCPN members can leverage our extensive partner network to purchase HP equipment from the local partner. Our partners provide competitive pricing and exceptional customer service.

Flexible Contract Structure There are no page minimums or overages associated with our proposed HP solution.

The HP MPS contract is assigned at the Account level; it is not a device-by-device contract. The contract will itemize a single black and/or color page rate for each of the printers and print engines to be included in the contract; this includes both existing printers and replacement copiers (MFPs). The contract acts an umbrella service and supply agreement for all relevant devices in the Region 4 ESC/TCPN print environment and allows the scope of HP device management to expand or contract as business needs and realities change.

Because the contract is made at the account level, Region 4 ESC/TCPN members will sign a single agreement at the start of the contract and may then choose to add, move, or remove individual printer engines from the service, support, and toner contract at-will. There are no monthly minimums required as part of the HP MPS contract and therefore no overages.

HP printing and imaging solutions consistently earn rave reviews both from customers and from industry experts. As HP has continued to deliver industry-leading printing and imaging solutions, HP innovation, performance, and reliability have been recognized around the world. HP is proud to share these honors and awards and considers them an inspiration for the ongoing HP efforts to deliver printing and imaging that improves the way the world communicates.

15. Describe the capabilities and functionality of your firm’s on-line catalog/ordering website.

Response:

HP MPS Service Region 4 ESC/TCPN members can request service via our 24/7 Web portal: http://www.hp.com/go/mpsservice

http://www.hp.com/go/mpsservice


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HP Business to Business Solutions Hewlett-Packard provides Region 4 ESC/TCPN with an easy and efficient way to establish and manage your business relationship with HP through our eCommerce solutions. Our portfolio of simple and customized websites called HP.com Business to Business (B2B), and our integrated electronic solutions (B2Bi) include a packaged set of electronic capabilities which give our customers the most comprehensive and straightforward way to procure with HP. HP’s eCommerce tools address a variety of critical procurement requirements. Our solutions are flexible with the ability to adapt to unique needs or changing business conditions.

Simple and Custom Ordering Sites HP.com B2B is a program targeted primarily at the Public Sector (K12, higher education, state, local and federal government) customers who wish to buy commercial products, services and solutions directly from HP via a web page.

All Simple and Custom ordering sites allow customers to search for and customize configurations. The Standards link allows users to create public or private custom bundles to be displayed on the site as frequently purchased products, saving time and controlling purchasing behavior. The View Price List link allows users to print or download price lists associated with their contract. The Add feature allows users to simply add a part number and quantity from the price list directly to the Shopping Cart without the need to search for their items. The Shopping Cart contents may be saved and retrieved for up to 90 days, and any products that have been discontinued in that time will be flagged upon retrieval.

Once an order is entered, users enter/select their billing information, shipping information, secure payment information (credit cards, purchase orders, flooring or leasing), and confirm the Order Details before final submission and completion of the order. A final invoice total with an Order Number is returned. This number can be used later to track the status of the order. The Order Status and Order History links on the sites offer comprehensive order reporting capabilities. With visibility into business trends and events, Region 4 ESC/TCPN is better equipped to make informed purchasing and supplier management decisions, and reporting encompasses all procurement activities regardless of the vehicle used (online, fax or email). Order change notification is also available via email and can be customized to meet organizational needs.

The Simple Solution Simple HP.com public website pages can be reached quickly by going to www.hp.com, clicking on “Government, Health & Education”, requesting a login and beginning to shop; it is as simple as that. These easy–to-access sites are public sites that default to the GSA, National Education, or Expanded Government Price Lists. These sites are easy to use and offer the option to choose from many different standard contracts already in place such as WSCA, E&I, etc.

http://www.hp.com/


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Simple HP.com Website Page

The key benefits of a Simple website are in the Simplicity, Flexibility and Efficiency of the solution:

Simplicity Sites are easy to deploy and offer a streamlined navigation and purchasing experience with easy page access to more relevant tools and content on the Public Sites. The sites are conveniently accessible as a customer self service tool from the point of purchase to order status.

Flexibility The sites are available around the clock for increased purchasing time. Sites have a full range of both HP and third-party product offerings with a seamless interface. User-specific access allows users to save their own standards and quotes for future reference.

Efficiency HP.com B2B offers a single source location from which users can research, price, purchase and view order status information. Users have configuration options at their fingertips with invalid parts notifications to keep them on track, and their product quotes are saved for up to 90 days.

The Custom Solution Custom sites are secure personalized B2B websites that are based upon account specific contract pricing or fulfill a particular customer need. Many customers require their users to procure from limited standard configurations, and custom sites allow these kinds of restrictions. A dedicated eBusiness Consultant leads the implementation, trains end users on the web tool and workflow processes to support customer-specific fulfillment needs. A sample custom site can be viewed at: www.hp.com/buy/acme.

http://www.hp.com/buy/acme


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Custom Website Page

The key benefits of a Custom website are in the Security, Customization and Control of the solution:

Security Customers are provided with their own unique and secured URL when they choose to implement a private HP B2B website. End users must login if they wish to check order status, save a quote, view order history or submit an order.

Customization Customers set forth their own guidelines that determine product offerings, standard configurations, pricing and other customizable features including the ability to specify an HP Agent via their HP customized website. The Store Front contains image links to the HP product lines and information determined by the customer.

Control Customers may restrict users to selecting from set standards or allow them to purchase from the entire HP product line. Customers may further control purchasing by monitoring activity through an online approval process prior to order submission. The custom HP B2B.com web tool allows a designated purchasing authority to be notified via email when there are orders pending their approval.

eProcurement Integration Many of our customers are at the forefront of implementing eProcurement solutions and have their own eCommerce ordering tools. HP.com Business to Business Integration (B2Bi) has developed a set of integration capabilities that allows HP to partner with these customers who closely match our typical HP Public Sector Integration profile:

• Installed ERP system • Single contract purchasing • Single payment method


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• Single Influencer ID • Annual purchasing minimums ($1M) • 12 or more invoices per month

Key benefits and features of an HP.com Business to Business Integration include:

• 24x7 quoting/ordering • Contract and open market pricing • Order status information • Utilization of open standards • Utilization of UNSPSC • Integration with customer’s procurement software

HP.com Business to Business Program Summary HP.com Business to Business offers Region 4 ESC/TCPN more than just a convenient online shopping experience. The built-in reliability, flexibility, and innovation of HP.com Business to Business actively support the continuous improvement of purchasing and procurement management functions. All of the HP.com Business to Business tools and capabilities work cooperatively to improve resource planning and budgeting processes. HP.com Business to Business is a user-driven resource that scales from an easy to use simple website solution to a customized procurement site and even to eProcurement integration capabilities.

For more information about HP.com Business to Business solutions, please contact your HP Account Manager, or visit our website at: http://www.hp.com/buy/b2bsolutions.

16. Describe your company’s Customer Service Department (hours of operation, number of service centers, etc.)

Response: Service Requests Service request lines are open Monday through Friday, 5:00 am through 5:00 pm PST. The toll-free HP P-MPS service request line is 1-800-745-2025. 24/7 live dispatch lines are also available to Region 4 ESC/TCPN as a low-cost, optional service

A note on the outstanding level of phone support that Region 4 ESC/TCPN members can expect from HP:

You call, we answer. It's that easy. When an employee calls HP at the toll-free number posted on the HP service tag, they will be immediately connected to a person, not a phone tree. The dispatcher answering the phone at HP will ask for the employee's name, company, service ID, and a brief description of the reason for the call. The dispatcher will confirm the asset data we have in our system and create the service call. HP will typically keep an employee on the phone for no longer than 3 to 5 minutes while a service request is being placed.

Within four hours to the next business day afterward (depending on location), an HP technician will arrive at the site to address the reported issue.

Region 4 ESC/TCPN members can also request service via our 24/7 Web portal: http://www.hp.com/go/mpsservice or e-mail [email protected] at any time to schedule service or to request the status on an open service issue.

http://www.hp.com/buy/b2bsolutions



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17. Provide information regarding whether your firm, either presently or in the past, has been involved in any litigation, bankruptcy, or reorganization.

Response: Litigation - HP is involved in lawsuits, claims, investigations, and proceedings—including patent, commercial, and environmental matters—that arise in the ordinary course of business. There are no such matters pending that HP expects to be material to the fulfillment of the opportunity under consideration.

Matters that are material to HP’s business or financial results are reported in our 10K and other appropriate public filings.

Bankruptcy - HP has never been, and is not currently involved, in bankruptcy or insolvency proceedings related to HP.

Reorganization - On March 21, 2012, HP announced an organizational realignment designed to improve customer experiences with our company and to drive performance across the entire HP portfolio. The realignment included the following changes:

• HP Imaging and Printing Group (IPG) and Personal Systems Group (PSG) joined forces to form the Printing and Personal Systems (PPS) Group.

• All Marketing and Communications functions across business units were unified.

By streamlining operations and removing complexity, we are working to make HP easier to do business with. We also intend to accelerate innovation by freeing up resources that can then be invested in research and development. Specific benefits include the following:

• IPG/PSG - A comprehensive end-user device portfolio with HP innovation, quality, and reliability; Ability to leverage a rich portfolio of technology across personal computing and printing

• Marketing and Communications - An integrated and influential “voice” for HP that can communicate in clear, simple language without jargon

Marketing / Sales 17. Detail how your organization plans to market this contract within the first 90 days of the award date. This should include, but not be limited to:

a. A co-branded press release within first 30 days

b. Announcement of award through any applicable social media sites

c. Direct mail campaigns

d. Co-branded collateral pieces

e. Advertisement of contract in regional or national publications

f. Participation in trade shows

g. Dedicated TCPN and Region 4 ESC internet web-based homepage with:

i. TCPN and Region 4 ESC Logo

ii. Link to TCPN and Region 4 ESC website

iii. Summary of contract and services offered


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iv. Due Diligence Documents including; copy of solicitation, copy of contract and any amendments, marketing materials

Response: Upon award of this contract, HP will implement a multi-faceted marketing plan to ensure successful implementation of this contract. HP will produce a co-branded press release and review with TCPN/Region 4 for release within the first 30 days for release to the HP Sales Organization, HP Channel Organization and HP Customer Public Sector Customers to announce the new contract. We will work closely with our HP Marketing division to produce high quality marketing collaterals for use in marketing the new contract. As the largest technology company in the world, HP uses many forms of social media sites including Facebook, Twitter, UTube, and blogs to communicate. We will utilize those forms of communication as appropriate to announce and marketing this new contract. We will provide internal training for our Direct and Channel organization to train them on the contract details. HP will utilize our existing Executive Programs customer database to target direct mail campaigns, using co-branded collateral material promoting the contract and the value of MPS for the customer. We have provided some possible examples below of the types of co-branded collaterals that could be utilized. HP participates and sponsors many trade shows throughout the year, and would utilize these events to promote this contract through co-branded collaterals and information in their publications. We would work with TCPN and Region 4 ESC to create and maintain a dedicated web-based homepage with TCPN and Region 4 ESC Logos, links to the respective websites of TCPN and Region 4 ESC. At this site we provide a summary of contract and services offered, along with other pertinent information like product collaterals, whitepapers, technology briefs, and other information that would be valuable for the site. The site would also list key contacts within HP for contract management. This site would also include due diligence documents including: the copy of the solicitation, copy of the contract, and any amendments and marketing materials.

18. Describe how your company will demonstrate the benefits of this contract to eligible entities if awarded.

Response: Choosing a new IT Product can be a complex decision. It requires the careful consideration of several key factors, including price, stability, performance, manageability and reliability. Hewlett-Packard’s response describes our ability to meet Region 4 ESC/TCPN Member requirements with products that incorporate leadership technologies and are backed by world-class support services and strong alliances. HP’s history of developing and supporting superior, reliable products is demonstrated by our rapid growth and recognition in the personal computer industry. • Dedicated HP Public Sector Sales Professionals and product technical specialists to

assist with pre/post sales support.


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• Timely and accurate quotes.

• Quality product and aggressive/opportunity based pricing (RFQ, etc.)

• Timely deliveries with accurate invoicing

• Accurate contract reporting and timely fee payments

• Excellent support and technical services

• Dedicate website supporting the contract

19. Explain how your company plans to market this agreement to existing government customers.

Response: Upon contract award for this new Region 4 ESC/TCPN Contract, HP plans on promoting the contract award through internal and external communications as approved by Region 4 ESC/TCPN and participating States as designated by Region 4 ESC/TCPN. HP’s goal of marketing this contract is to communicate the value proposition and benefits of this new contract to existing government customers.

In order to ensure a coordinated and effective marketing execution, HP will have an assigned Region 4 ESC/TCPN Contract Program Manager, as seen on other HP held cooperative contracts. Below is a brief overview of the different marketing items that HP intends to pursue and generate during the term of the contract, with Region 4 ESC/TCPN approval:

• Award Press Release • Advertising

– Brochure/PDF • Handouts • Copy available to send via email

– Website Banners – Promote the contract at National Events – HP MPS State & Local and Education Forum – Blog and Tweet on new Contract

• Meetings with individual Agencies to introduce and promote the contract

20. Provide a detailed 90-day plan describing how the contract will be implemented within your firm.

Response: HP has contract resources that will be dedicated to the administration of the contract. HP has established internal processes that support the implementation of new contracts. Below are the two primary contacts for the administration of the contract:

Joe Perugini June Eskridge Contract Program Manager Contract Administrator 936.689.0598 501.339.2197 [email protected] [email protected]

Below is an outline of the primary actions that will need to be accomplished to implement anticipated contract resulting from this solicitation.




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Contract Award Notification

• Archive fully-executed/signed agreement in accordance with HP internal contract compliance requirements

• Fully executed contract to be properly extended within HP internal systems

– Order Management – HP Websites/portals (hp.com, etc.)

• Email contract announcement to HP Public Sector Sales. Announcement will include the contract summary brief which will include (but not be limited to) the contract number, scope, effective dates, products and services, pricing, etc.

• Update Sales Contacts to reflect any changes that may have occurred since the submission of the RFP

14 Days

• Activate HP/TCPN website ((www.hp.com/buy/tcpn) • Update web content (contacts, links, etc.)

– Update sales contacts – Ordering Information – Key Links (HP and TCPN) – Update value add offerings/pricing

30 Days

• Submit first monthly sales report to Region 4 ESC/TCPN

30-90 Days

• Targeted communications to HP Resellers

• Internal training for HP Public Sector Sales (Conference Calls, In-Person at Sales Centers) for both Inside and Outside Sales

21. Describe how you intend on train your national sales force on the Region 4 ESC agreement.

Response:

• Email contract announcement to HP Public Sector Sales. Announcement will include the contract summary brief which will include (but not be limited to) the contract number, scope, effective dates, products and services, pricing, etc.

• Internal training for HP Public Sector Sales (Conference Calls, In-Person at Sales Centers) for both Inside and Outside Sales

• Key contract information and links located on the HP provided on-line catalog/ordering website with access directly or through the hp.com website for Public Sector Customers (http://government.hp.com/index.aspx)

http://www.hp.com/buy/tcpn



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• During the life of the contact, any questions concerning the contract that arise from the HP Public Sector Sales can be directed to the HP contract resources that will be dedicated to the administration of the contract. Below are the two primary contacts for the administration of the contract:

Joe Perugini June Eskridge Contract Program Manager Contract Administrator 936.689.0598 501.339.2197 [email protected] [email protected]

22. Acknowledge that your organization agrees to provide its company logo(s) to Region 4 ESC and agrees to provide permission for reproduction of such logo in marketing communications and promotions.

Response: For the term of this Agreement only, Region 4 ESC/TCPN may display HP’s Marks only as shown in Att 2 – HP Logo Blue GIF.zip attachment included on the CD (the “Marks”) solely to accurately identify its participation in this Agreement and in connection with its performance under this Agreement provided that Region 4 ESC/TCPN agrees to (i) use the Marks only in the form and manner approved by HP, (ii) submit to HP for its prior written approval all marketing materials specific to this Agreement containing HP’s Marks; and (iii) include all proprietary notices that HP specifies be used with its Marks. Any display of the Marks will inure solely to HP’s intellectual property rights in the Marks. Region 4 ESC/TCPN agrees to adhere to HP’s logo or trademark guidelines (“Trademark Guidelines”) for displaying the Marks, as may be amended from time to time. If reasonably requested by HP, Region 4 ESC/TCPN will expeditiously implement changes in the manner in which it uses the Marks to comply with the Trademark Guidelines of HP. Region 4 ESC/TCPN agrees not to display HP’s Marks in a manner that is not accurate or in a manner that is likely to confuse or mislead as to the relationship between the parties. Region 4 ESC/TCPN may not use HP’s Marks together with their own trademarks to create a composite mark. Region 4 ESC/TCPN will not use HP’s Marks in a manner that compromises or reflects unfavorably upon the goodwill, good name, reputation or image of HP, or which might jeopardize or limit HP’s proprietary interest in its Marks. Failure to comply with the requirements of this Section will be considered a material breach under this Agreement. Upon the termination of the Agreement, Region 4 ESC/TCPN will promptly cease all use of HP’s Marks.

23. Provide the revenue that your organization anticipates each year for the first three (3) years of this agreement.

Response: $ 1M in year one

$ 1M in year two

$ 1M in year three




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Administration 24. Describe your company’s implementation and success with existing cooperative purchasing programs, if any, and provide the cooperative’s name(s), contact person(s) and contact information as reference(s).

Response: HP has a robust sales and support organization dedicated to U.S. Public Sector Customers. In most cases, HP has at least one HP-held contract available to Public Sector customers in each State. In addition, HP also has a successful history in working with nationwide cooperatives (please see examples below):

Western States Contracting Alliance (WSCA): MPS Contract – Awarded November 2012 Ms. Gerrie Becker [email protected] 505.841.8618 Region 4 ESC/TCPN can access additional information at the HP Public Sector Website: http://government.hp.com/index.aspx.

25. Describe the capacity of your company to report monthly sales through this agreement.

Response: HP has the ability to supply the required reports needed to accurately communicate monthly sales through this agreement. Below is a listing of standard data fields that can be captured to create a report that meets Region 4 ESC/TCPN requirements. Upon award, HP in ‘Good Faith’ will work with Region 4 ESC/TCPN to create a mutually acceptable reporting format to meet monthly sales reporting requirements for through this agreement. Standard Reporting Data Fields: Contract Number End User Customer Number End Customer Name End User Address1 End User Address2 End User City End User State End User Zip Code Bill To/Contract Name Bill To/Contract Address L1 Bill To/Contract Address L2 Bill To/Contract City Bill To/Contract ST Bill To/Contract Zip HP Order Line Nbr HP Part Number Mfg Part Number Part Description Ship Date Ord Date/PO Date Customer PO Number HP Order Number



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Quantity Shpd Customer Price Customer Extended Price HP List Price Customer Number Ship To Name Ship To Contact Ship To Address L1 Ship To Address L2 Ship To City Ship To State Ship To Zip Code Invoice Date/Document Date Invoice Number Reseller Agent (If Applicable) Product Category Description Product Class Description Product Type Description Product Family Description Please refer to Att 7 – HP Sample Monthly Report attachment which has been included on the CD.

Order Status and Reporting Tool Capabilities For those orders placed via the dedicated HP Region 4 ESC/TCPN website (Please see section 15, below for details), many standard reports are accessible for Region 4 ESC/TCPN members. The Order Status and Reporting Tool is designed to provide customers with timely and accurate order status, shipping and reporting information for their Direct orders. With a few simple steps customers can easily view information on all of their HP Direct orders, based upon the information contained in HP’s order management systems. Orders are displayed from the time of validation to 13 months after final delivery, and the quality of the information is comparable to that available by contacting HP’s Customer Service Representatives. The tool offers multiple searching, reporting and status notification options.

Simple order search—The Simple Order Search provides five of the most commonly used search fields for filtering queries in Order Status and Reporting. The Simple Order Search is the default view of the tool.

Advanced order search—The Advanced Order Search offers the ability to perform powerful and flexible queries with a wide range of search criteria such as date ranges and product line codes.

Shipment search—Customers can query on shipment-specific information with the Order Status and Reporting Shipment search screen to obtain accurate shipment tracking and delivery information. Product search—Product search uses product-specific search criteria such as HP product, customer product, or serial numbers.

Order reporting—From the Order Reporting landing page, menu options allow customers to run standard or sample report templates, retrieve report results, create new reports through powerful customizing capabilities, and view report data field definitions that are available for customizing reports.


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Standard reports—The tool lists a set of fixed Standard reports, or customers may choose to run a report using the Standard report wizard. The fixed Standard reports have been predefined to run on a regular basis once enabled. All Standard report results are posted on the My Report Results page.

Sample reports—Customers can leverage sample reports templates, which have been pre-defined as a quick way to generate custom reports. Sample report templates can be used as is or customized, and Sample report results are posted on the My Report Results page.

Create new report—To create a new customized report from scratch, this page displays a list of all the data fields available to use in a report. Setup event notification—Customers can set-up proactive event notifications, delivered via email, to notify them of changes occurring to an order. The Order Status and Reporting event notification feature offers an automated, proactive notification about changes to orders as they move through the order lifecycle. Notifications can be set to generate “event-based” or “daily status” emails.

26. Describe the capacity of your company to provide management reports, i.e. consolidated billing by location, time and attendance reports, etc. for each eligible agency

Response: HP provides insightful Quarterly Business Review (QBR) reporting (Please refer to Att 3 - HP QBR – Sample 2012 attachment in HP Appendix A.) as well as customized, user-friendly management reports that are available on request. Reports are provided free of charge under the terms of the HP P-MPS program. The standardized reports outline Device Utilization, Aging, Trends, and Service Statistics. The assigned Account Manager will deliver these reports every quarter and review them with Region 4 ESC/TCPN stakeholders as part of the HP Quarterly Business Review process.

Customized report templates and ad hoc reporting can be generated by Region 4 ESC/TCPN members via HP Web Jetadmin. HP Web Jetadmin reports are limited to device-specific information (inventory, accessories, page counts, devices-by-location, address books, configuration profiles, etc.) and can be generated in standard html or csv file formats for archive or export.


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Customized reporting from the centralized HP service system (Orion) can include service ticketing information, meter reads, and service resolution data. Customization of Orion reports requires a formal report request from the application management desk via your assigned HP Account Manager. Turnaround times for customized Orion reports will vary based on IT workload and the complexity of the report request.

27. Please provide any suggested improvements and alternatives for doing business with your company that will make this arrangement more cost effective for your company and Participating Public Agencies.

Response: HP offers Region 4 ESC/TCPN members several ways in which to control and reduce costs. The first is effective, monitored and optimized fleet management. The second is reducing your print costs through efficient controls and reducing the need to print.

Effective Fleet Management Gartner Group and IDC have said that organizations that manage their printer, copier and fax fleets can save between 10 percent and 30 percent of their print costs. HP is committed to help organizations carry out the needed changes and save them money by providing the staffing and expertise to determine their true needs, optimize the fleet to meet them, and monitor them to keep their optimal state in place afterward.

HP manages, measures, and provides ongoing cost savings throughout the life of the MPS contract through a quarterly process improvement approach called the HP Quarterly Business Review (QBR). This QBR process can be managed by school, by region, or at the County level. To provide active reporting and asset management, HP tracks device utilization and service performance through a service system (CRM) known as Orion. Orion serves as the central data repository for user-generated service requests, data gathered from our remote monitoring utility (DCA), and technician statistics related to service performance.

The data compiled in Orion provides the dashboard content that is collected and reported via the Quarterly Business Review (QBR) process. Service performance is reported in the ‘Service Statistics’ section of the quarterly report. Multiple charts and tables are also provided as supporting data that forms the basis of a "device watchlist" report where, every quarter, HP will recommend relocating, retiring, replacing, or repositioning existing assets to provide ongoing improvement and cost savings over time.

HP has delivered these results to organizations of all sizes in the SLED industry, including local and state governments, public and private K-12, and higher education throughout the U.S.

Controlling and Reducing Your Print Environment HP has several solutions for controlling and reducing your print environment, depending on the fleet device composition. For this RFP, we highlight our HP Access Control Solution for HP devices. We have other solutions available for non-HP devices.

The HP Access Control Secure Printing Solution delivers powerful authentication, authorization, and activity-log capabilities to prevent fraudulent use, protect data privacy, and enhance fleet management. This simple-to-deploy and easy-to-maintain solution is available on HP multifunction and single function printers. HP secure access solutions include the following:


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Authentication and Authorization (For Job Release via PIN, Badge Readers, etc.)

• Choose from a range of authentication methods, such as personal identification number (PIN) code, proximity card, or smart card.

• Integrate with many smart card operating systems including ActiveIdentity, Gemalto, Oberthur, and other government card environments.

• Restrict unauthorized users from devices, while giving administrators the ability to track copying and digital-sending functions by employee.

• Prevent malicious anonymous e-mail sent from MFP devices by pre-populating the “from” and/or “to” fields based on the user’s ID or a pre-determined destination.

• Integrate with existing user directories such as Active Directory and Lightweight Directory Access Protocol (LDAP).

Pull Print/Secure Print/Follow-me Printing

• Facilitate convenience printing by allowing users to retrieve print jobs when and where they want on any enabled device within your corporate network

• Achieve greater security and compliance by encrypting and storing print jobs until authorized users are ready to retrieve their documents.

• Boost environmental sustainability efforts by reducing unclaimed pages at the device.

• Reduce “print and sprint” by providing confidentiality on print jobs sent to shared devices as the individuals must authenticate before their jobs are printed.

Green Initiatives We're committed to helping to build a cleaner future! As our business grows, we want to make sure we minimize our impact on the Earth's climate. So we’re taking every step we can to implement innovative and responsible environmental practices throughout Region 4 ESC to reduce our carbon footprint, reduce waste, promote energy conservation, and ensure efficient computing and much more. We would like vendors to partner with us in enterprise. To that effort, we ask respondents to provide their companies environmental policy and/or green initiative.

28. Please provide your company’s environmental policy and/or green initiative.

Response:

HP Environmental, Health, and Safety Policy HP is committed to conducting business in a manner that delivers leading environmental, health, and safety performance. This is consistent with our commitment to corporate citizenship, social responsibility, and sustainability.

Our goals are to provide products and services that are safe and environmentally sound throughout their life cycles, conduct our operations in an environmentally responsible manner, and create health and safety practices and work environments that enable HP employees to work injury-free.


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To accomplish this, HP will do the following:

• Meet or exceed all applicable legal requirements

• Proactively reduce occupational injury and illness risks, and promote employee health and well-being

• Aggressively pursue pollution prevention, resource conservation, and waste reduction in our operations

• Design and manufacture our products to be safe to use and to minimize their environmental impact

• Offer our customers environmentally responsible end-of-life management services for HP products

• Require our suppliers to conduct their operations in a socially and environmentally responsible manner

We achieve this high level of performance by integrating these objectives into our business planning, decision making, performance tracking, and governance processes to make sure we achieve and continually improve upon them.

Each employee has an individual responsibility to understand and support our environmental, health, and safety policies and to actively participate in programs to make sure our goals are achieved.

We believe our company must work with employees, suppliers, partners, and customers, as well as governmental, nongovernmental, and community organizations to protect and enhance health, safety, and the environment. We foster open dialogue with our stakeholders to share relevant information and to contribute to the development of sound public policy and business initiatives.

Environmental Sustainability and Initiatives In 2011, the global population passed 7 billion on its way to a projected 9.3 billion by 2050—a rise that is creating many challenges.1 None may be more critical than balancing the demands of economic growth with the need for long-term environmental sustainability. As more people strive for greater prosperity, we are facing increasing pressure to do more with finite resources.

As the world’s largest provider of information technology (IT) infrastructure, software, services, and solutions, HP is in a unique position to respond to this challenge. We see unprecedented opportunities to transform the way the world lives and works—while advancing our business and helping our customers thrive.

HP Eco Labels The HP Eco Highlights label, introduced in 2008, helps customers understand the environmental attributes of a specific product, tool, or service. This label is part of a company-wide commitment to reduce our environmental footprint across the product life cycle.

1 “Total Midyear Population for the World: 1950–2050,” U.S. Census Bureau, International Data Base.

Accessed February 4, 2011, http://www.census.gov/ipc/www/idb/worldpop.php.


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Look for HP's Eco Highlights label on select products that meet stringent environmental standards such as energy-savings and innovative material use. You can easily get information on key environmental attributes including energy efficiency, packaging and recycling information, in addition to qualifications such as ENERGY STAR®.

Aiming for Positive Impact Positive Impact is HP’s drive to help conserve more than we as a company consume. We are applying our scale, portfolio, and partnerships both to reduce our own environmental impact and to help customers be more efficient and adopt more sustainable processes and behaviors.

We are taking a two-pronged approach toward Positive Impact. First, we are improving the efficiency of our portfolio, supply chain, and operations. Information and communications technology accounts for approximately two percent of the world’s greenhouse gas (GHG) emissions, a share that is expected to climb with population growth and expanding use of technology.2

By using less energy and other resources, HP and our industry can help keep these emissions in check, as well as save money, spark innovation, lower reputational risk, and open up new markets.

However, we see an even bigger opportunity in using technology to reduce the other 98% of GHG emissions. Developing HP solutions that improve or replace current energy- and resource-intensive processes and behaviors with more efficient alternatives is core to our aspiration for Positive Impact.

Continuous innovation and collaboration with our customers and partners is central to how we develop and apply these solutions. It is also vital to how we advance responsible practices and standards across our global operations and supply chain as our business grows.

Helping Customers Do More While Using Less We are pioneering solutions that either improve on existing technologies or replace them with more efficient alternatives, such as enterprise energy and resource management; sustainable data-center projects; cloud infrastructure and services, such as MagCloud; and other cloud-computing solutions.

Used effectively, technology can ultimately contribute to a net positive impact in the consumption of resources and energy. A 2011 life-cycle assessment (LCA) issued by HP on digital vs. offset book publishing offers a prime example. Compared with offset-only printing, digital print technology makes it easier to better align printing with demand and helps to reduce the book-return rate.3

This could reduce the potential environmental impact of producing and selling paperback bestsellers by 17 percent in carbon dioxide equivalent (CO2e).

2 SMART 2020: Enabling the low carbon economy in the information age, page 17, 2008,

http://www.smart2020.org/_assets/files/ 02_Smart2020Report.pdf.

3 When printing 500,000 copies of a 240-page mono color paperback book, duplexed with 5% coverage. First 450,000 copies printing using the Timson Offset Press, with supplemental short runs of 1,000 copies using the Digital T200 press. This assumes book return rate of 25% for offset printing, 5% for digital printing.


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As we aim for Positive Impact, we are delivering solutions to address key areas, such as energy consumption, while investing in sustainable technology research and development that help customers improve their lives or businesses and reduce their environmental footprint.

Reducing the Environmental Impact of the IT Supply Chain We embrace the challenge of improving environmental sustainability throughout our global supply chain. HP is an industry leader in helping our product manufacturing, transport, and recovery partners understand, improve, and report on their environmental performance.

Through collaboration with our partners, as well as industry and environmental leaders, we can further reduce our extended environmental impact.

We continue to expand our reuse and recycling programs to improve availability, reduce waste resulting from the operations, and capture value from IT products at end of life. For example, we have used the plastic of more than 1.8 billion recycled plastic bottles and plastic from recycled HP ink cartridges to create more than 1 billion new Original HP ink cartridges with our “closed loop” cartridge recycling process. By recycling these plastic bottles, we have diverted 24,000 tonnes of waste from landfills and reduced GHG emissions equivalent to 17,000 tonnes of carbon dioxide (CO2).

Addressing Our Own Environmental Footprint Responsibly managing our own operations is a cornerstone of our commitment to environmental sustainability. Across our global operations, we continually work to reduce energy consumption, GHG emissions, paper use, water consumption, and waste. In 2011, GHG emissions from our operations (not including travel) equaled a 20% reduction from our 2005 baseline, meeting our goal 2 years early. Additionally, we completed energy-efficiency initiatives at our client-serving (or “trade”) data centers that we project will save approximately 13 million kilowatt hours (kWh) and avoid an estimated 7,200 tonnes of CO2e emissions on an annual basis. That is the equivalent of removing 1,758 passenger vehicles from the road for 1 year.4

4 U.S. EPA Greenhouse Gas Equivalencies Calculator. For details, see http://www.epa.gov/cleanenergy/energy-

resources/calculator.html.


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Vendor Certifications (if applicable) 29. Provide a copy of all current licenses, registrations and certifications issued by federal, state and local agencies, and any other licenses, registrations or certifications from any other governmental entity with jurisdiction, allowing respondent to perform the covered services including, but not limited to licenses, registrations or certifications. Certifications can include applicable M/WBE, HUB, and manufacturer certifications for sales and service.

Response: Service Standards and Certifications HP’s strong focus on quality and process excellence enables us to provide the high-quality, consistent support Region 4 ESC/TCPN can require.

Certifying to the following quality standards provides our customers several benefits:

• SEI CMMI – provides essential elements for effective processes – Lower costs through improved productivity – Higher quality of service delivery – Greater transparency of delivery processes – Improved predictability of projects

• ISO 20000 – defines requirements for IT service management – Reduced long term costs through greater IT efficiency and process improvement – Reduced business risk through rapidly recoverable IT services – Higher rate of successful changes

• ISO 27001 – provides guidance for adequate and proportional security controls – Assurance that systems are secure, leading to reduced risk of a security breach – Increased confidence in processes deployed – Reduced threat of a vulnerability being exploited

• ISO 9001 – specifies quality management system requirements – Consistent service delivery leading to improved experience – Higher degree of satisfaction with services provided by HP – Continuous improvement in services delivered

• SAS 70 Type II – improves and streamlines the control audit process – Reduced risk of doing business with HP – Safeguards against misuse of financial information – Improved visibility to HP’s processes and controls

• BS 25999 – provides a basis for developing and implementing business continuity – Reduced risk and impact of business disruptions – Faster restoration of service in the case of disruptions – Increased predictability of services delivered by HP

Performance Management HP uses the following project performance management practices for client engagements:

• Lean Six Sigma—project management practices that facilitate and improve efficiency. We have several hundred employees with black, green, and yellow belts of Lean Six Sigma certification.


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• Quantitative Process Management—rigorous processes that monitor program quality and ensure we take all corrective action needed to meet program Service Level Agreements.

Technical Staff Certifications HP technical staff members have access to hundreds of training resources that cover a wide range of skill sets, IT certifications, and courses related to tools, methods, and technologies. Additionally, Technical Career Path Career Development and other technology-specific roadmaps identify curriculum paths. These paths help keep technical professionals up-to-date on the ever-changing technology required to meet the needs of our customers.

The HP team of professionals creates customs solutions using a comprehensive set of integrated offerings. The team also offers Region 4 ESC/TCPN a wide spectrum of skill levels.

Upon contract award and technician determination, HP can provide confirmation of current training, certification and other licensure for the relevant staff members. For HP devices, HP is the manufacturer and all service technicians dispatched to perform service are therefore authorized to provide the service proposed.

HP's process for managing and maintaining certifications in compliance with OSHA and DOT regulations is contained in HP's Global Environmental Health and Safety (EHS) Assurance Program. HP's EHS program provides verification to HP Management that HP operations are: effectively managing EHS risks, meeting internal performance standards, and are in compliance with country, state and local regulatory requirements.

There are two main elements to the EHS Assurance Program – self-assessments and audits. HP managers are responsible for measuring the results of their EHS programs and for identifying areas for improvement through EHS self-assessments. Independent verification of the effectiveness of local and business EHS programs is done through the company-wide EHS audit program.


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Tab 4 – Evaluation Criteria Questionnaire (App I) Response: Please refer to the completed Evaluation Criteria Questionnaire.

EVALUATION QUESTIONNAIRE/SELF CHECKLIST Products/Pricing (40 Points)

1. Are all products and services being proposed listed under APPENDIX E on a corresponding

electronic device? X Yes No 2. Is there a price list for all available products/services on a corresponding electronic device?

X Yes No 3. Did you provide the warranty information that is offered by your company?

X Yes No 4. W ill customers be able to verify they received the contract price?

X Yes No

Please explain how they would verify the contract price.

Response: Contract price can be verified using the current HP List Price which can be accessed via the public domain at: http://h18000.www1.hp.com/showroom/ipl.html.

5. W hat payment methods do you accept? A. Check, Credit Card B. ACH/FTE payments

Response: Payment options vary between the HP Financial Services (HPFS) business unit that will be providing the hardware lease/equipment financing and the HP Partner Managed Print Services (PMPS) group that will be providing the ongoing account management and MPS services.

Payment options include check, credit card, and ACH/FTE payments. Performance Capability (30 Points)

1. Did you indicate which states you can deliver to under APPENDIX E, Question 1?

X Yes No 2. W hat is the capability of your company to respond to emergency orders?

Please explain what actions you would take.

Response: A Customer Service Representative (CSR) assigned to the Regions account oversees the order fulfillment activities from the point of order entry and acceptance, to invoicing and delivery. This includes acting as a liaison to escalate emergency orders. Manufacturing will determine their ability to address an emergency request and provide an ETA back to the CSR within 24 hours. The ability to expedite emergency orders is dependent upon the current manufacturing volume and available resources to meet a specific request.

Regions will also have access to a designated Inside Sales Representative (ISR) who can also act as a point of escalation to own your issues with the internal HP resources until a resolution is achieved.

http://h18000.www1.hp.com/showroom/ipl.html

Business Continuity Every HP manufacturing facility, as well as other critical HP business entities, has developed a comprehensive, site-specific Business Continuity Plan (BCP) to address preparedness and response for such emergency events as severe weather, operational threats and natural disasters. These plans are intended to minimize the impact of emergencies and to ensure that vital manufacturing, distribution and support operations continue in the event of a disaster or prolonged business disruption.

Manufacturing and Distribution Continuity Should a disaster occur at one of its facilities, HP has multiple manufacturing sites around the world that can provide emergency production capability. The rebalancing of manufacturing is enabled by:

Redundant Information Systems: HP’s global information network provides visibility and access to vital manufacturing and distribution information such as product build schedules, supply chain data, and customer order and shipment status. This information can be maintained in an emergency from one or more designated backup facilities. Process Matching: The ISO certification of all major HP manufacturing and distribution facilities ensures that processes and procedures are thoroughly documented and standardized. These measures enable alternate sites to quickly modify build plans and capacity in order to handle additional workloads. Redundant Distribution Methodology: As with information systems, HP’s distribution methodology is redundant and “virtual.” Distribution flow can be controlled from multiple manufacturing and distribution locations Call Center Continuity In addition to the backup capabilities in HP’s manufacturing and distribution operations, HP has redundant call center capabilities to ensure that customer support functions are not interrupted in the event of a disaster. Globally, HP has 105 networked response and operations centers, which are capable of transitioning calls seamlessly, whether to adjust for continuous call management across time zones or to address emergency site backup requirements. Urgent Service Needs Should TCPN members need an urgent equipment repair or service, HP will do all we can to accommodate the request as quickly as possible. 3. Please provide your company’s average fill rate over the last three fiscal years.

1) >90% 2) >90% 3) >90% Response: While HP tracks our manufacturing and order fulfillment processes in numerous ways, including fill rates, to best monitor our internal process objectives (i.e. not publicly published), the ultimate external goal is to deliver hardware to our customers within 90 percent of the standard order cycle timeframes quoted for specific configurations. In the category of printers, orders are typically fulfilled within 95 percent of quoted order cycle timeframes.

4. Please provide your company’s average on time delivery rate over the last fiscal year. >90% Response: HP strives to meet a minimum 90 percent on time delivery order fulfillment objective across all hardware categories. Please note that printer orders are typically fulfilled within 95 percent of the quoted order cycle times. To meet the objectives, the following assumptions are asserted for any quoted order cycle times:

• Cycle times are dependent upon an accurate customer supplied 90 day rolling line item level forecast (frozen from week 2 previous month)

• Cycle times are in business days. They exclude weekends and holidays

• Cycle time is defined as the duration, in business days, from receipt of a clean/credit-approved/valid order by the HP Customer Services Team, to the date the product is shipped via an HP carrier

• For orders received after the 2PM CST order cut-off time, add 1 business day

• First Article (Proof Of Concept) Units have been completed and accepted in writing, when applicable

• If an order consists of forecasted and non-forecasted product the entire order is considered non-forecasted, therefore the outlined cycle times do not apply

• Ship complete order cycle time is the longest order line item product cycle time plus one business day

• Cycle times do not apply to critical shortages or end of life products 5. Does your company agree to the following statement on shipping charges “All deliveries shall be freight prepaid, F.O.B. destination and shall be included in all pricing offered unless otherwise clearly stated in writing.” ? X Yes No

If not please explain. 6. W hat is your company’s return and restocking policy? Are there any applicable fees?

Please provide a brief description and example.

Response: HP is committed to customer satisfaction and values our relationship with State and Local Government and Education Customer. To show our commitment, HP is providing a goodwill right to return, or exchange unused products within 30 days from receipt of the product. HP does not charge a restocking or handling fee for product returned within 30 days. It’s at HP’s sole discretion to accept return products after 30-days. If a product return is accepted after 30 days a restocking fee may apply. If applicable, minimum is $15 per unit with the customer paying for return freight. Please see section VII. Service / Help Desk (main RFP 12-56) to view the detailed Hewlett-Packard Company - State and Local Government and Education Customer Return Policy 7. W hat is your company’s history of meeting shipping and delivery timelines?

Response: HP has averaged greater than 90 percent on-time delivery rate for the past fiscal year.

8. W ill your company be able to meet the one year warranty guarantee as stated on page 16 under pricing? X Yes No

If not, please explain. 9. Did you provide your company’s information regarding your customer service department as per APPENDIX E, Question 15? X Yes No 10. W hat is your company’s current invoicing process?

Response: HP Partner Managed Print Services HP invoices for service, supplies, and support on an all-inclusive cost-per-page basis. TCPN costs are based on a single black and/or color page rate per printer engine. Invoicing typically takes place quarterly in advance and is itemized by asset. Invoices can also include grouping by location and or department where requested. Hardware-only leases are billed separately, typically monthly, through the leasing entity. 11. Did you indicate how your company will implement the contract as per APPENDIX E,

Question 20, and is it appropriate? X Yes No 12. Did you provide your Dun & Bradstreet number? X Yes No 13. Did you provide information on your website and on-line ordering capacities as per APPENDIX E, Question 14? X Yes No

Qualification and Experience (20 points)

1. W hat is your company’s reputation in the marketplace? Response: HP has a longstanding commitment to quality and customer satisfaction that earns widespread recognition from customers, trade publications and industry associations. An acknowledged leader across the full spectrum of IT products and services, the growth and success of HP are based on the extraordinary loyalty of over one billion customers worldwide.

Industry analysts, media, resellers and customers have long recognized the HP tradition of product and service excellence. HP wins hundreds of awards annually and is featured prominently in leading business and technical publications. The consistently high number of product awards received each year is testimony to breadth, quality and innovation of the HP technology portfolio. Recent recognition of HP corporate leadership in the areas of quality, environmental protection, supplier performance, communication and business strategy can be found at: http://www.hp.com/hpinfo/newsroom/.

HP Market Leadership and Recognition HP printing and imaging solutions consistently earn rave reviews both from customers and from industry experts. As HP has continued to deliver industry-leading printing and imaging solutions, HP innovation, performance, and reliability have been recognized around the world. HP is proud to share these honors and awards and considers them an inspiration for the ongoing HP efforts to deliver printing and imaging that improves the way the world communicates.

http://www.hp.com/hpinfo/newsroom/

The Power of HP When Region 4 ESC/TCPN partners with HP, Region 4 ESC/TCPN partners with the world leader in imaging and printing technology. HP quality, reliability, integrity, and innovation provide a solid foundation Region 4 ESC/TCPN’s business.

A history of technological leadership: HP is rooted in invention. As one of the first successful technology companies, HP has a history of creating winning solutions in a variety of fields. As pioneers of and as advocates for imaging and printing solutions for the consumer, commercial, and industrial marketplace, HP knows the technology inside out. Region 4 ESC/TCPN can trust in HP to share that expertise, combine it with Region 4 ESC/TCPN’s innovation, and produce solutions that work for Region 4 ESC/TCPN. HP Technology Leadership

Research and Development HP returns a substantial percentage of its earnings back into research and development. What this means for imaging and printing solutions is that HP is not satisfied with what we have. HP is committed to working to incorporate new technologies into the HP development to provide solutions others may not have imagined.

“Innovation has been, is, and will continue to be the core of Hewlett Packard. We've been making focused R&D investments to strengthen our portfolio for years to come… spending $16 billion on R&D over the past five years.”

Cathie Lesjak CFO and interim CEO 28 September, 2010

New Printing Innovations that Digitize the Office, Help Reduce Costs On October 30, 2012 HP announced new HP Officejet Pro and HP LaserJet printers and content management solutions designed to redefine business and government printing by enabling customers to reduce costs, increase efficiency and digitize the office.

"Our customers need innovative technology tailored to their workflow that is simple and effective, and helps them conduct business," said Todd Bradley, executive vice president, HP Printing and Personal Systems. "HP is offering new ways to print that have not previously been possible—with superb speed and performance to drive a new level of office efficiency." HP Officejet Pro: Outstanding speed, quality, reliability and cost efficiency for SMBs

HP Officejet Pro X Series desktop printers and multifunction printers (MFP) deliver up to twice the speed at up to half the printing cost compared with color laser printers in their class.(1, 2) This new class of devices is powered by HP PageWide Technology, the next-generation inkjet platform that sets a new standard for small work team printing. It offers small and medium-sized businesses (SMBs), remote offices and branch offices high-quality documents at up to 70 pages per minute.(3)

For more information see the attachment HP PageWide Technology White Paper. HP LaserJet and cloud-based solutions digitize the office, simplify data access

The creation of vast amounts of business and government data means customers need a way to streamline how information is managed and accessed. The HP LaserJet Enterprise flow MFP M525c and HP LaserJet Enterprise color flow MFP M575c offer higher-performance document processing and sharing. This provides an ideal on-ramp to the digitized world with premium scanning and data entry that speed the transition from a paper to digital office.

The HP flow MFPs can be integrated with content management solutions based on software from Autonomy, an HP Company, either on-site or via the cloud. By pairing HP printing technology with Autonomy solutions, customers can access, organize and leverage information in documents, audio, video, email and web pages.

HP Innovations in Office printing to increase productivity

Organizations of all sizes can address the need to increase productivity while reducing the complexity of their printing environment.

For SMBs looking to increase office efficiencies with fast, powerful prints, HP is offering two additional series of HP LaserJet Pro printers. HP also is introducing new and enhanced document workflow solutions along with HP LaserJet Enterprise series printers that simplify productivity in enterprise organizations. For workers on the go, HP now offers greater access to print from cloud-based applications, incorporating Google Apps mailbox support through its HP ePrint Enterprise.(4)

For improving workflow through targeted customer communications across print and electronic channels, HP is offering HP Exstream LiveSite Connector and HP Claims Correspondence 2.0. HP Exstream LiveSite Connector combines solutions from Autonomy and HP Exstream to offer consistent, analytics-based, targeted customer communications. HP Claims Correspondence 2.0 reduces claims-settlement cycle time, provides faster correspondence processing and improves online awareness of claims status by uniting document content with people and processes.

Additional information about today's announcements is available at www.hp.com/go/FallBizPrinting.

The new offerings represent the largest upgrade to HP's commercial printers in almost a decade, signifying the integration of intellectual property (IP) and innovation from across the organization.

http://www8.hp.com/us/en/company-information/executive-team/todd-bradley.html

http://www.hp.com/go/officejetprox

http://www.hp.com/hpinfo/newsroom/press_kits/2012/FallBizPrinting/HPPageWideTechnologyWhitePaper.pdf

http://www.hp.com/hpinfo/newsroom/press_kits/2012/FallBizPrinting/LaserJetEnt500flow_factsheet.pdf



http://www.hp.com/flow

http://protect.autonomy.com/products/content-management/index.htm

http://www.hp.com/go/MFP

http://www.hp.com/go/MFP

http://www.hp.com/go/ePrintEnterprise

http://www.hp.com/hpinfo/newsroom/press_kits/2012/FallBizPrinting/HPExstreamLiveSiteConnector_factsheet.pdf

http://www.hp.com/hpinfo/newsroom/press_kits/2012/FallBizPrinting/HPClaimsCorrespondence2_0_factsheet.pdf

http://www.hpexstream.com/

http://www.hp.com/go/FallBizPrinting

The HP Industry Reputation High quality, reliable HP products and services enjoy worldwide confidence and trust. Customers show that confidence by buying HP products repeatedly. In the imaging and printing marketplace, HP solutions are taking full advantage of the digital revolution that makes tomorrow's market digitally worldwide and accessible to all.

Corporate Citizenship Taking on the world's most critical challenges the HP Office of Global Social Innovation helps share HP talent and technology where they are needed most. With our powerful combination of enthusiastic people, innovative technology, and international presence, we focus on the areas where we can make the biggest impact: education, entrepreneurship, health, and community involvement.

• Teaching tomorrow's leaders—We're working on breakthrough solutions to advance science, technology, engineering, and math education. And we're extending our technology to help ambitious entrepreneurs and small business owners across the globe.

• Launching the next generation of entrepreneurs—We inspire business pioneers in underserved communities around the world, providing essential business skills training through the HP LIFE (Learning Initiative for Entrepreneurs) program. We're also encouraging students eager to bring their own promising business ideas to life.

• Healing ailing health systems—Through our partnerships, technology, and electronic and mobile health solutions, we're dramatically changing global health for the better in developed and developing countries—making improvements that save thousands of lives.

• Serving communities in need—We encourage our employees to use their unique skills, passion, and creativity to help improve the quality of life for as many people as possible.

2. W hat is the reputation of your products and/or services in the marketplace? Response: HP Partner Managed Print Services HP’s Partner Managed Print Services is the top choice for exceptional, white-glove service execution. This fact is supported by our 91 percent first-time fix rate and our 96% client retention rate.

High quality, reliable HP products and services enjoy worldwide confidence and trust. Customers show that confidence by buying HP products repeatedly.

Product Leadership across the Board HP’s market leadership spans a broad range of solution areas. With a number-one market share ranking in several key IT product segments, HP holds a formidable competitive position that is unmatched in the industry. In the imaging and printing marketplace, HP solutions are taking full advantage of the digital revolution that makes tomorrow's market digitally worldwide and accessible to all.

The following chart summarizes the market leadership position of HP in twelve product segments.

Leadership across the Board

Managed Print Services Leadership

• HP’s established MPS strategy has generated a total contract value (TCV) of over $8.8 billion with an estimated 600,000 devices under contract. Globally, HP has over 5,000 MPS clients and TCV growth has been relatively strong across all regions.

• IDC recognizes HP as a Leader in Managed Print Services. In December 2011, IDC, a leading provider of IT research and advice, ranked HP as a leader in their MarketScape analysis; IDC MarketScape: Worldwide Managed Print Services 2011 Hardcopy Vendor Analysis, IDC #232135, December 2011

• Gartner has positioned HP in the Leaders Quadrant in their report, Magic Quadrant for Managed Print Services, Worldwide. —Gartner Magic Quadrant for Managed Print Services, Worldwide, Report ID # G002230374, 24 October 2012

“Although HP can staff MPS sites, it relies less on on-site service than its competitors, and some customers believe the remote approach is more efficient and manageable.”

• Quocirca positions HP as a market leader in the Vendor Landscape: Managed Print Services, March 2012. —Quocirca, Vendor Landscape: Managed Print Services, Louella Fernandes, March 2012

“HP puts a systematic focus on supporting and streamlining the role of the account delivery manager. The result is that the account delivery managers are better able to do their job of managing the MPS engagement and delivering on the commitments the vendor made to the customer.”

• HP is a leader in The Forrester Wave™: Managed Print Services, Q2 2012. —Forrester Research, Inc., The Forrester Wave: Managed Print Services, Craig LeClaire, May 10, 2012, 60769.

3. Does your company have past experience with Region 4 ESC and/or TCPN members?

If so, please list them and their contact information (Up to five). Response: Our relationship with TCPN has spanned many years. HP established special pricing for HP Supplies in November of 2010. The original deal had 30 SKU’s and is now up to 64 SKU’s. HP works closely with TCPN resellers of choice (Office Depot, GovConnection, Gonzalez Office Products, and Tech Depot) to educate them on programs to encourage growth of TCPN membership. Examples of this include PurchasEdge Program, recycling programs, cost savings measures w/printing and cartridge selection, and more. HP hosts annual reviews of supplies business with TCPN management. TCPN executives have met with HP supplies management team as well as other HP personnel have met with TCPN executives to review business and drive ways to promote TCPN success.

Jason Wickel President 888.884.7695 [email protected]

Tray Moses Director of Operations/ Business Development 713.554.0557 [email protected]

Chris Penny VP of Sales 713.554.0816 [email protected]

Jack Cutting Contract Manager 713.775.9074 [email protected]

4. Did you list your key employees and their qualifications as per APPENDIX E, Question 6? X Yes No 5. Did you provide the locations and sales persons who will work on the contract as per

APPENDIX E, Question 6 & 7? X Yes No

6. W hat past experience does your company have working in the government sector? Response:

HP’s current client portfolio includes city and county governments throughout the United States. As such, HP fully understands the SLED industry and will leverage our knowledge, best practices and approach to benefit TCPN members. Please find further information in Item 14 of the main response document.





7. Did you provide information on working with cooperative purchasing programs as per APPENDIX E, Question 24? X Yes No

8. Did you provide information on any litigation, bankruptcy, reorganization, etc. as per

APPENDIX E, Question 16? X Yes No

9. Did you submit at least 10 customer references relating to the products and services within this RFP, with an equal representation coming from K12, Higher Education and City/County/non-profits entities as per APPENDIX E? X Yes No

Value Add (10 Points)

1. Did you submit a marketing plan as per APPENDIX E, Question 17? X Yes No 2. Did you provide a national sales training plan as per APPENDIX E, Question 21? X Yes No


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Tab 5 – Product / Services (App B) It is the intention of TCPN to establish a contract with vendor(s) for Managed Print Solutions (MPS). Awarded vendor(s) shall perform covered services under the terms of this RFP and the contract terms and conditions. Vendor(s) shall assist the end user TCPN member with making a determination of its individual needs, as stated below in the document.

TCPN is seeking a service provider that has the depth, breadth and quality of resources necessary to complete all phases of MPS. Vendors specializing in one or more of the managed print solution services may clearly indicate and propose on those items only. In addition, TCPN also requests any value add commodity or service that could be provided under this contract. TCPN members are seeking contractors who possess licenses in their states, where required to provide and perform the work as outlined in this document.

Managed Print Solutions is the management, service and support of the entire client enterprise and output infrastructure of printed materials. This would include all devices whether customer owned, leased through a third party, or directly with the manufacturers leasing company. The leases could be coterminous or non-coterminous. It would also include devices that were manufactured by the new supplier, as well as devices that were manufactured by third parties. MPS takes into consideration attributes such as the current infrastructure, all hardware, all existing leases, support, supplies, software tools and the clients operational management model. MPS also reviews the client’s technology usage patterns and user needs, as well as governmental compliance and client focused concerns such as security, document management, and environmental sustainability. The advantage of this approach is having a methodology, process and template of how to manage an entire fleet end to end.

The ultimate goal for MPS is to provide the client with a solution that improves the print process and reduces the expense of printed material. The client will drive the complexity of the MPS solution required with a staged approach to implementation.

Proposers, at a minimum, should address the following components of MPS in their proposal.

I. Products, Services and Solutions • Provide a description of the range of products covered by your organization’s MPS offering.

Response: HP Partner Managed Print Services offers end-to-end print environment management including device management and optimization, user management and print environment reduction and improvement. HP is unmatched in our depth and breadth of print service offerings. Service and Supplies Management As we manage your equipment, we provide service and supplies management including break/fix, preventative maintenance, maintenance kits and toner replacement. HP’s white-glove service ensures fast response times, minimal equipment downtime, and optimal equipment life.


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Device Optimization HP installs Data Collection Agents such as FM Audit to remotely monitor toner levels and equipment status. Through our Quarterly Business Review process, we provide a quarterly summary of your equipment environment and make recommendations on over- and underutilized equipment, recommended replacements and other optimizations. We also offer a robust device assessment, mapping and consolidation set of services to maximize your print spend ROI. Device and User Management HP offers a comprehensive suite of solutions to manage your devices and users. These include HP Web Jetadmin, HP IPG Security Center, HP Access Control and HP ePrint. Improve Print Environment HP’s offers to improve your print environment include EDM solutions such as HP Digital Sending Software and HP Capture and Route. Our Business Process Outsourcing offerings are HP Flow CM and Autonomy solutions.

HP will work with individual Region 4 ESC/TCPN members to identify their print environment pain points and needs and match our robust offerings to their needs.

• Proposer should describe their ability to manage an onsite print center for eligible entities, if desired.

Response: HP provides full support of in-house copier centers on HP-supported equipment. HP can provide full service copier center staffing as part of an HP MPS program where there is sufficient print volume and need. HP PMPS copy center services are typically provided on Toshiba equipment through the HP/Toshiba alliance. Toshiba equipment supports a full range of printing and finishing capabilities at speeds of up to 120PPM.

• Describe your organization’s capacity to broaden the scope of the contract as new technology, products, or services become available for MPS.

Response: As illustrated in our robust list of service offerings, HP embraces and quickly evolves as new technology launches. HP is an IT infrastructure company and Managed Print Services (MPS) provider—both capabilities are important components in delivering industry-leading, comprehensive solutions that are based on forward-thinking IT architecture and design. HP’s contracts are flexible and designed to accommodate ongoing changes.

Contract Structure There are no page minimums or overages associated with the proposed HP solution.

The HP MPS contract is assigned at the account level; it is not a device-by-device contract. The contract will itemize a single black and/or color page rate for each of the printers and print engines to be included in the contract; this includes both existing printers and replacement copiers (MFPs). The contract acts an umbrella service and supply agreement for all relevant devices in your print environment and allows the scope of HP device management to expand or contract as business needs and realities change.

Because the contract is made at the account level, Region 4 ESC/TCPN members will sign a single agreement at the start of the contract and may then choose to add, move, or remove individual printer engines from the service, support, and toner contract at-will.


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There are no monthly minimums required as part of the HP MPS contract and therefore no overages.

• State your organization’s delivery timeframes, by phase, from assessment through implementation of managed print solutions.

Response: We will kick off Region 4 ESC/TCPN project implementation and transition meetings immediately upon contract award. Below is a high-level, basic outline of our process.

• List all methods of ordering provided.

Response: Equipment Ordering Region 4 ESC/TCPN members have many avenues to purchase equipment. They can purchase directly from HP. They can also leverage our extensive partner network throughout the United States to purchase HP equipment. HP recommends purchasing through the partner channel to gain maximum available discounts. When coupled with HP’s Managed Print Services offering, Region 4 ESC/TCPN members will receive a further discount on equipment purchases by going through their local or national partner of choice.

Service Requests Service request lines are open Monday through Friday, 5:00 am through 5:00 pm PST. The toll-free HP P-MPS service request line is 1-800-745-2025. 24/7 live dispatch lines are also available to Region 4 ESC/TCPN as a low-cost, optional service.

Region 4 ESC/TCPN members can also request service via our 24/7 Web portal: http://www.hp.com/go/mpsservice or e-mail [email protected] at any time to schedule service or to request the status on an open service issue.



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• Provide an overview of the technology that is utilized in your MPS offering.

Response: HP’s service-related technologies leveraged in all MPS offering are as follows: 1. Fireball: PDA/Smartphone-based application for field service technicians that integrates service and supply tickets, GPS, service vehicle inventories, customer service histories, and our operations support tool. Fireball allows our technicians to open and close service tickets and to report on deliveries and repairs in real time. 2. Orion: HP operations support tool and primary HP MPS management application. This tool links data from the monitoring tools (and any manually collected configuration pages) and combines the meter reads with service logging, asset tracking, and SLA requirements. When clients report a service or toner request to HP, Orion provides real-time supply levels and asset service histories. This tool also provides visibility, via GPS, into the nearest service technician that can address the issue that is being reported and provides our service group toner replacement forecasting based on device usage. Our Quarterly Business Review (QBR) reports that provide lifetime reporting on service metrics and device utilization are powered by this system.

3. Chronos: Specialized module of Orion that facilitates scheduling of indirect technicians for service dispatch, toner management, and tracking for geographies where HP does not maintain badged technicians.

4. FM Audit: Proactive device monitoring is primarily administered through FM Audit, the designated HP remote monitoring utility (DCA). Automated service dispatch based on the data collected through FM Audit is comprised of preventative maintenance tasks that include proactive cleanings, toner, or service part replacement. Technicians may also schedule a “call back” as a proactive follow-up to any issues noted during a service visit. 5. HP Web Jetadmin: HP Web Jetadmin provides a variety of alerting options standard to a fleet management utility. The alerts include administrator notification on paper jams, error events, maintenance related problems, and interval and/or threshold notifications. 6. HP Secure Erase: HP Secure Erase (disk overwrite) technology is provided with all proposed devices and provides a choice of three different modes of disk erase (data destruction) and security, each of which can be configured through HP's device management software by an administrator and may be protected from unauthorized changes with a password.

• Provide your backorder policy.

Response: In the event that product cannot be fulfilled within a quoted order cycle timeframe, your HP Customer Services Representative (CSR) will notify the requisitioner or other designated customer contact. The CSR will provide the anticipated delivery timeframe and will also have visibility to the availability of other configurations should the customer wish to order a different product if the anticipated timeframe is not acceptable. Since HP uses forecasting to predict the ordering requirements of our customers, CSRs are usually able to proactively notify customers of foreseen shortages or delays of their forecasted hardware and allow ample time for customers to plan accordingly.


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II. Assessment Phase • Describe in detail your organization’s assessment process and how it is scalable to meet the needs of the eligible entities.

Response: HP will begin project planning, priorities, and print policy strategy immediately upon contract award. As leases expire or equipment is needed, HP will conduct full assessments and facility mapping in each location as we sticker all of your current devices with HP service tags.

HP has conducted thousands of Managed Print Services assessments resulting in optimized and improved future state designs and MPS programs for our clients. The best practices design approach used by HP is based on principles of assessment, management, optimization, and improvement to right-size a client’s print category management, printing policies, and printer fleet. These principles are the core components of the proposed HP approach.

These assessment findings are key to standardizing equipment for a future-state design, reducing costs and creating efficiencies across the Region 4 ESC/TCPN locations.

Transition and Assessment Process HP’s intent during the transition and assessment process is to capture both the physical location of each print asset and as much data as possible concerning its usage, including any specific or relevant facility requirements as conveyed to each of the auditors during the facility walkthroughs. HP has defined processes and systems that we use to work with assessment data during the solution design and optimization process and we want to ensure a structured assessment takes place in each of the Region 4 ESC/TCPN locations to facilitate the utilization of our established systems. The following process will be followed during the assessments:

Preparation:

• In order to standardize the data collected from each team of auditors, we will provide checklists for each facility that they will need to finalize during audit completion. Prior to each facility walkthrough, we will modify standard HP assessment checklists to provide our auditors with Region 4 ESC/TCPN “verification” lists that will be based on assessment data that will be collected electronically prior to the assessment start date.

• Along with the assessment checklists, the HP auditors in each location will verify the physical location of each asset as is and record any new or missing assets and add notes concerning the status of various exception assets in each facility (broken, out of scope, brand new, etc.)

• HP will collect and print floor maps from Region 4 ESC/TCPN that will be provided to the auditing teams.

Phase 1 Prioritized Locations:

• The inspection, cleaning, and auditing process requires approximately 15 minutes per device.

Preventative Maintenance and Asset Tagging:

• HP Asset Tags (service stickers) are provided to the technicians and auditors that are assigned to clean, inspect, and transition current Region 4 ESC/TCPN assets to HP management.


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• The technicians will perform a preventative maintenance inspection and cleaning on each device and bring any immediate repair requests to Region 4 ESC/TCPN’s attention to evaluate what needs to be done to bring the new asset up to enrollment standards prior to commencement of the HP contract.

Assessment and Data Processing:

• The auditors will collect configuration pages (where possible) and manually plot all discovered printers, MFPs, and copiers on the provided floor maps.

• Following audit completion, HP will convert the configuration pages and paper-based maps into interactive electronic asset maps in our standard optimization system. We will then created the digitized versions in order to provide clearer detail and correlated device data for each Region 4 ESC/TCPN asset in every in-scope facility.

• We will assign facility zones in each location and will label and assign a unique color to facilitate discussion and to track future design and optimization activity. Every current asset will be labeled with a unique, abbreviated facility and assessment ID that correlates to the audit checklists described above.

HP will scale our process and leverage additional resources as needed to accommodate the needs of all eligible entities.

• Respondents are encouraged to provide actual examples of a public sector customer assessment and how it was used.

Response: County Government A county government approached HP seeking recommendations for optimization, an estimate of the usable life of their existing fleet, and ultimately a vendor to partner with for Managed Print Services.

HP conducted a 30 day assessment by installing a Data Collection Agent (DCA) called FMAudit. HP also traveled to the client location and completed a through onsite assessment. The assessment recommendations replaced the copiers with new MFPs and allowed the county to streamline from multivendor support to HP as the single vendor.

As a result of the assessment, HP reduced a section of their fleet from 156 to 63 devices and lowered their total cost per page by 42 percent.

• List any charges for assessment, if any. Charges should be listed as separate rates with hourly labor charges for each component.

Response: HP’s insightful and cost-saving assessments are included as a value-add in our overall cost per page; therefore, there are no additional charges or hourly labor rate.


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III. Implementation Phase • Describe in detail your implementation program plan.

Response:

HP Sample Implementation Work Plan Implementation Approach For large-scope projects such as the implementation of an HP Managed Print Services (MPS) program, success is often determined by the amount of appropriate planning that takes place early in the engagement. One of the most important components of planning is the clear definition of the roles assumed by HP and by your organization and the scope of responsibilities for each.

Responsibility Assignment Matrix The purpose of the Responsibility Assignment Matrix (RAM) is to assign departments and/or individuals from HP and from your organization to designated project activities, to define the responsibilities of each role, and to define the relationships between groups. This matrix should be completed early in the lifecycle planning, prior to detailed resource allocation and scheduling.

Overall goals of the matrix include the following:

• Defining the roles and responsibilities of the project stakeholders • Improving overall project team and stakeholder communication • Proactively identifying gaps in assignments, accountability, or resources • Clarifying cross-functional interactions between project team members • Identifying project interdependencies with other enterprise initiatives • Defining project team interactions with supporting resources and departments

The table below provides a high-level illustration of responsibility delineation during a large-scale site implementation. Note that the actual resources employed by our project team and yours may vary from this example.

Legend The below tables use abbreviations that have the following definitions:

• R—Responsible • C—Consulted • I—Informed Responsibility Assignment Matrix (RAM)

Work Breakdown Structure (WBS)

HP Project Manager

HP Hardware Lead

HP Software Lead

Client

1.0 Develop Project Plans Develop WBS/Preliminary Schedule

R C, I C I C, I

Develop Resource Plan R C, I C, I C, I

Develop RAM R C, I C, I C, I


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HP Project Manager

HP Hardware Lead

HP Software Lead

Client

Determine Project Controls R I I I

Determine Project Organization

R I I I

Determine Project Communications

R I I C, I

Determine Change Order Process

I R C,I

Determine Project Escalation Path

R I I C, I

Determine Design Criteria I I R C, I

2.0 Develop Processes/Sub-Plans Determine Equipment Receiving Process

R C, I

Determine Installation Process

R C C,I

Develop Service Plan I R C, I

Develop Supplies Plan I R C, I

Develop Education Plan R C, I

Develop Device Tracking And Reporting Plan

I R C, I

Determine Invoicing Requirements

I R C, I

Develop Site Administration Plan

I R C, I

Develop Web Jetadmin (WJA) Plan

I R I

3.0 Implementation 3.1 Discovery and Design

Perform Device Discovery I R C, I

Determine Asset Transfers I R C, I

Develop Design I R C, I

Review Design With Customer

I I R I

Develop Deployment Plan R C, I C, I

3.2 Set-Up Remote Monitoring Appliance Set Up Account Center I R C, I

Test Remote Monitoring (RM) I R R


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HP Project Manager

HP Hardware Lead

HP Software Lead

Client

Appliance

Install RM Appliance I R C, I

3.3 Install devices (iterative process, depending upon number of sites) Order Hardware R I

Provide Staging Space For Preinstallation

R

Inventory Hardware R I

Set Up IT Infrastructure (If Required)

I I R

Set Up Print Queues I C, I R

Manage Device Install R I

Install Device Drivers I C, I R

Manage Device Uninstall R I

Perform Status Reviews R I I I

3.4 Training Produce Training Materials R I

Schedule Training Participants

R

Conduct Training R I

3.5 Install WJA Set Up IT Infrastructure (If Required)

I I R

Install Software/Configure I R C, I

Training IT Administration I R I

4.0 Close Project Transition Site To Account Delivery Manager

R C, I I

Legend— R = Responsible C = Consulted I = Informed


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• Provide your organization’s experience of implementing MPS with public sector agencies. Respondents are encouraged to provide a detailed case study of where your organization has implemented MPS with a public sector agency.

Response: Please refer to the following case studies included in HP Appendix A:

• General Mills • Pace University • Polk County Sheriff’s Office • Salt Lake Regional Medical Center

• List any charges for implementation, if any. Charges should be either event (one time) based or hourly with a statement of work.

Response: Implementation charges widely vary based on product mix (hardware/software) and the implementation scope. HP has included hardware implementation costs in our equipment pricing list.

IV. Training for Client • Describe in detail the types of trainings your organization typically provides to customers.

1. Does proposer offer on-site trainings?

2. Does proposer offer web based trainings?

3. Does proposer offer one-on-one trainings?

Response:

HP Training Services Overview HP MPS Training for Your Employees A significant technology or process change can have a noticeable effect on the workers in your organization. HP can collaborate with you to develop and manage the execution of a comprehensive training plan that educates and trains your end users, enabling their positive involvement in the transition to the new output environment. The training plan can include on-site, Web-based and one-on-one trainings.

HP can also provide training to a Helpdesk audience, Web Jetadmin users, and can host Train-the-Trainer events. Train-the-Trainer events can be customized to meet your specific needs.

Based on the proposed services, output devices, and your organization’s current environment, HP can identify the knowledge and skills that your employees need. HP can work with you to develop a training plan that allows you to realize the full value of newly-implemented hardcopy technologies, software, services, and processes, thus optimizing productivity and effectiveness for your users.

A typical training plan for our recommended MPS program can include the following:

• Documentation of training needs • Specific training solutions


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• Notification of training schedules • Identification of the personnel to be trained

HP recognizes that each user may benefit from a different learning approach; therefore, HP can structure training to be delivered through a variety of methods that range from free, basic device walk-around training and self-help tools to more formal, fee-based training services delivered by HP Education Services.

Initial Training and Self-Help Tools Walk-Around Training As devices are installed and configured, the installation technicians conduct informal walk-around training that covers the key features and benefits as well as performance capabilities of the new device including basic copier, fax, printer, and scanner features, as applicable. This is a high-level overview training designed to provide a basic understanding of the device functionality such as how and where to load consumables, how to clear paper jams, how to access toner cartridges for changing, and simple front-panel tutorials.

End-User Project Orientation Job aids include step-by-step instructions on the use of the common functionality of each device. Job aids can also include Web addresses for additional information on each device and contact information for customer-service related issues. Job aids are distributed to end users and posted at each device. HP also supplies you with an electronic copy of the job aids. Job-aids can be found under the Manuals section for each HP printing and imaging device in the Business Support Center. Copy, fax, print, and scan job aids, as well as control-panel posters are available for download from the HP Business Support Center Web site: http://www.hp.com

HP Flash-Based Training End users can access animated HP flash-based training anytime, this includes animations on most user issues surrounding the use of HP multifunction printers. The training is available from the HP Web site: http://www.hp.com/go/usemymfp

Formal Training—HP Education Services HP Virtual Classroom The HP Virtual Classroom (HPVC) is a live, interactive web-based and instructor-led training environment. It allows live application sharing and enables students to see exactly what is on the instructor’s desktop. Training delivery tools include slides, live screen sharing, and Flash animations/simulations as well as surveys, chats, and threaded discussions. In addition, web-based simulations built in Macromedia Flash can be opened on each student's desktop for individual exploration and practice. Training can be customized to fit your unique needs and configurations. There is also an option to record a webinar session, which can be made available in a Windows Media Video (.wmv) or an Audio Video Interleave (.avi) file format used for unlimited playback.

http://www.hp.com/

http://www.hp.com/go/usemymfp


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Example of the HPVC Environment

Onsite Classroom Training Onsite Classroom training method utilizes a combination of face-to-face, instructor-led presentations and demonstrations, and hands-on practice. These sessions can be customized to meet your specific business needs and configurations.

Training Audience and Sample Curriculum The training curriculum for eMentor, Virtual, and Onsite Classroom training is designed for end users, power users, first-level technical support, and Helpdesk audiences using or supporting HP LaserJet Printing and Digital Imaging devices, services, and solutions. The course-description and course-objective matrices are generalized to most HP LaserJet multifunction printers. The content and learning objectives can be customized based on any HP printing or imaging device, as well as your specific business needs. Please see the below table for specific training availability.

• End-User Course—Upon completion of a typical end-user course, students are able to use the printer driver software allowing them to take full advantage of advanced functionality. In addition, students can use the Multifunction Printer (MFP) features, such as the copy module to make walk-up copies, and the digital sender module for scan-to-email or scan-to-fax functionality.

• Power-User Course—Upon completion of a typical power user course, students are able to complete all of the end-user tasks set forth above as well as perform basic maintenance tasks such as clearing paper jams and replacing consumables.


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• Technical and Helpdesk Course—Upon completion of a typical technical Helpdesk course, students are able to complete all of the end-user and power-user tasks as described above as well as perform basic troubleshooting, problem verification, and problem isolation using various references, resources, and tools.

Training Curriculum

Objectives Matrix by Audience End User

Power User

Tech/ Help Desk

Describe the features and functions of a LaserJet MFP √ √ √ Identify the main hardware parts of the MFP √ √ √ Make copies using the Automatic Document Feeder (ADF) or copy glass

√ √ √

Utilize copying features from the control panel such as reduce/enlarge, double sided, and stored-job creation, and so forth

√ √ √

Perform Scan to Fax and/or Scan to Email √ √ √ Use the Print Driver to access the networked printing features of the MFP, such as double-sided printing, booklets, stapling, multiple pages on a sheet, and job retention

√ √ √

Identify and use all available end-user training and support resources such as job aids, web sites, and user guides

√ √ √

Load Paper and set paper tray size guides √ √ √ Clear Paper jams √ √ Identify and Replace Toner/Ink Cartridges, if appropriate on applicable models

√ √

Identify and Replace Staple Cartridges, if appropriate on applicable models

√ √

Update firmware, if appropriate on applicable models √ √ Use the Embedded Web Server (EWS) to remotely diagnose and monitor printer status, supplies, and error messages

√ √

Identify and use all available support and maintenance resources such as service manuals, web based information, and HP Support, to isolate and troubleshoot LaserJet MFP issues

√

Use on-board printer diagnostics such as menu Maps, Diagnostic pages, Printer Usage pages, and Diagnostic reports to isolate and troubleshoot LaserJet MFP issues

√

Perform appropriate steps to gather information, verify a problem, and attempt to resolve prior to escalating to HW repair or to HP

√

Web Jetadmin Topics, if applicable and exact topics are to be discussed with customer

√


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HP Web Jetadmin Training HP Web Jetadmin training can also be provided to Technical or Helpdesk users via the HPVC or through onsite training. The duration and depth of the course depends on the needs of your organization. A sample curriculum of a typical Web Jetadmin course is shown below:

Creating Templates • Device Group Management • Multiple Device Configuration • Subgroups • Auto-grouping • Auto-configure • Pushing templates

Active Monitoring • Site Mapping • Checking Device Status • Device Configuration • Editing the Printing Shortcuts • Media Administration—Configuring paper types • Tray Administration • Remote Control Panel • Checking Consumables Status • Diagnostics • Using Embedded Web Server Pages • Upgrading Jetdirect Firmware • Upgrading Printer Firmware • Setting HP Jetdirect Alerts

Report Generation • Report Generator configuration • Collecting data • Generating Graphs and Reports

Discovery • Discovery Overview • Discovery mechanisms • Managing the Device Cache • Device Searches

• List any charges for initial or on-going training, if any.

Response: In-person/on-site initial key-operator training is provided free of charge with the installation of any new assets. Phone-based, ongoing key-operator training related to questions concerning specific devices functions is also provided free of charge through the HP National Technical Support group located in SLC, Utah. Variations to standard training (including classroom-based training and access to the HP eMentor system) carry separate charges and will vary depending on the type of training selected.


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• If your company uses an alternative methodology for pricing training, please provide.

Response: Variations to standard training as mentioned above are treated as special projects and are designed to provide you with the optimal service and training package to meet your training needs. Because needs vary between member organizations, these special projects will be scoped in conjunction with key stakeholders within each member organization and priced to quote. HP approaches our project-based pricing for training as a low-cost, value-added service designed to improve customer satisfaction and usability of HP’s products.

V. Fleet Management • Include all cost options for on-site full-time, part-time, first service responder, consumables, etc.

Response: Cost options for full-time or part-time, on-site dedicated resources will vary based on geographies and scope of on-site services required. First-service responder resources, according to SLAs, are included with our provided cost-per-page pricing and will be HP-badged or HP Service Network technicians.

• In addition, list separate costs, if any, to manage legacy installed devices from other manufacturers such as installing, moving, adding, changing and disposing of contracted devices.

Response: According to standard SLAs, hourly services regarding the installation, moving, adding, changing and disposing of third-party devices will be treated as a special project and will be quoted accordingly based on product mix and scope. Base hourly rates begin at $125/hour.

• Management of legacy devices does not include parts, labor or supplies.

Response: HP understands and accepts this requirement.

• Define how your technologies will guarantee document security and privacy.

Response: HP MFPs allow print, copy, fax, and scan functionality to be restricted (one-at-a-time or all) and require user authentication at the device via a group or individual PIN to access the functionality. Optional software and HID badge readers can be added to HP MFPs in order to require integrated identity management prior to granting user access to these device functions. This functionality provides an increased level of confidentiality and document secure that helps minimize risks and increases security.

HP is also the only company with a National Institute of Standards and Technology (NIST) Approved Security Checklist for its MFP devices. HP MFP devices have been Common Criteria Certified at EAL3, the highest level of any MFP device. HP provides wizards and batch configuration tools to help make sure all devices are correctly secured. HP devices include advanced built-in network security including IPv6, SNMPv3, HTTPS, Secure IPP, and 802.1X authentication as well as optional IPSec capability.


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All recommended devices can be username and password protected to prevent malicious access to remote administration functions. The device control panels can also be locked down with multiple levels of security to prevent tampering at the MFP.

HP Secure Erase (disk overwrite) technology provides a choice of three different modes of erase security, each of which can be configured by an administrator and may be protected from unauthorized changes with a password. The three erase security modes are:

• Secure Sanitizing Erase mode: Conforms to the U.S. Department of Defense 5220-22.M specification for deleting magnetically stored data. Secure Sanitizing Erase uses multiple data overwrites to eliminate trace magnetic data and also prevents subsequent analysis of the hard disk drive’s physical platters for the retrieval of data. For an explanation of the erase algorithm implemented, see Section 4, Specifications.

• Secure Fast Erase mode: This mode completes the erasure faster than Secure Sanitize mode. Secure Fast Erase mode overwrites the existing data once, and prevents software-based “undelete” operations on the data.

• Non-secure Fast Erase mode: The quickest of the three erasing modes, , Non-secure Fast Erase mode marks the print job data as deleted, and allows the MFP’s operating system to reclaim and subsequently overwrite the data when needed.

VI. Administration • Describe any continual process improvements that your organization puts in place for customers.

Response: Quarterly Business Reviews (QBRS) HP manages, measures, and provides ongoing cost savings throughout the life of the MPS contract through a quarterly process improvement approach called the HP Quarterly Business Review (QBR). To provide active reporting and asset management, HP catalogs device utilization and service performance through a service system (CRM) known as Orion. Orion serves as the central data repository for user generated service requests, data gathered from our remote monitoring utility (DCA), and technician statistics related to service performance.

The data compiled in Orion provides the dashboard content that is collected and reported via the Quarterly Business Review (QBR) process. Service performance is reported in the ‘Service Statistics’ section of the quarterly report. Multiple charts and tables are also provided as supporting data that forms the basis of a "device watchlist" report where, every quarter, HP will recommend relocating, retiring, replacing, or repositioning existing assets to provide ongoing improvement, over time.

Through our QBR process, we will also present print-reduction solutions to improve our customers’ print environment and reduce costs.

Ongoing Optimization Active management of a printer fleet, over time, requires both HP and Region 4 ESC/TCPN to be engaged participants in the improvement process. As HP and Region 4 ESC/TCPN review the specific challenges and dynamics of your environment together, HP will approach improvement using the following three-phase approach:

Optimize: Audit, consolidate, and right-size the fleet (retire legacy printers) in order to balance the printing fleet, eliminate currently owned print devices, and to move pages to MFPs where possible.


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Manage: Regularly review the service history, utilization, and performance history of devices to recommend retiring, relocating, or replacement of devices where appropriate through the HP QBR process. Improve: Evaluate available software tools and new output technology through the HP QBR process to facilitate decision making regarding the installed printer fleet and to look at ways to reduce page volumes or drive down costs where possible.

• Detail any innovative ways that your organization helps eliminate unnecessary printing; reduce carbon footprint usage, waste, etc.

Response: HP EcoSMART Fleet is an extension of HP Web Jetadmin device management software. HP EcoSMART Fleet provides powerful enterprise environmental assessment, management, and reporting for your HP imaging and printing devices. From one intuitive, easy-to-use interface, you can see your energy and resource use and how to adjust your habits and settings to do what’s right for the environment and your business.

With HP EcoSMART Fleet, you can:

• Monitor, manage, and control the impact of your printing and imaging environment

• Use real-time data collection to create scenarios to study, and capitalize on, the functions within your printing devices that control energy, carbon footprint and paper-savings

• Collect data, control settings and create useful reports to establish and achieve environmental goals

HP Access Control HP also deploys HP Access Control to provide:

• Secure Print • Job Accounting • Intelligent Print Management

HP Access Control reduces the amount of print by sending the print job to a server where it is held for user authentication at the device. Users at the device confirm they want to print and then the job prints. This ensures wasted paper piles by the printers become a thing of the past.


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• Describe your organizations process pertaining to a formalized quarterly business review with a public agency (such as; device utilization, fleet performance, cost saving opportunities, department/site usage, green spend, consumables monitoring report, etc.).

Response:

Quarterly Business Reviews (QBRS) HP will assign Region 4 ESC/TCPN members an account manager. Every quarter, the assigned account manager will review the utilization and trending reports provided in the Quarterly Business Review (QBR) report (see snapshot) and make recommendations for device swaps, removals, or upgrades in the environment. These same QBR meetings will provide recommendations on how you can print less (reduce dependence on the printed page) and then go further by addressing the broader challenges of efficiently capturing, managing and accessing paper and digital documents across the enterprise.

In these same meetings, collaboration work on current Region 4 ESC/TCPN business challenges and emerging MPS technology solutions are discussed.

VII. Service / Help Desk • Describe in detail the process that shall be used to ensure adequate service representatives will be available. This should include fees and or hourly rates for service/help desk integration.

Response: Break-fix service will be provided primarily by HP employees in the major markets and will be supplemented with contractors in the HP Service Network in outlying geographies. HP will centrally manage and report on all service performance. Region 4 ESC/TCPN members will also have a direct phone line and an e-mail address to contact Tier II engineers on the Salt Lake City-based HP NTS team directly, bypassing any other layers of support.

Service/Help Desk integration is typically managed through automated e-mail hand-offs between your Help Desk system and ours and carries no additional charge.

• Describe your organization’s procedures for addressing and resolving customer problems and complaints; service, equipment, or billing. This should include timelines and escalation measures.

Response: HP will assign Region 4 ESC/TCPN an HP P-MPS Account Manager that will serve as the primary contact and customer experience representative for all things related to the MPS program (other than for standard toner and support requests which will be routed to our National Technical Service team).


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To ensure constant communication and an open dialogue related to the successes and challenges of the Region 4 ESC/TCPN MPS program, the HP P-MPS Account Manager will conduct scheduled Quarterly Business Reviews (QBRs) with Region 4 ESC/TCPN.

Should an urgent service issue or complaint arise that requires immediate attention, the assigned HP P-MPS Account Manager has the responsibility and authority to personally escalate issues to the appropriate internal manager. Average resolution times vary depending on the type of issue that arises, but most managerial escalations occur within a matter of hours after an issue is reported, typically the same business day.

• Provide the expected response time after initial service/help desk call to have a technician on site, if needed.

Response: Response times will range from two-hour to next business day, depending on factors such as number of devices and geographical location. In markets where an HP tech is based, we typically offer 2- and 4-hour response times.

• List the type of reporting your organization can provide end-users on service/help desk calls.

Response: HP provides our Quarterly Business Review reporting each quarter. A sample metric from our QBR report is shown here. We have described our QBR report previously.

Customized, user-friendly, management reports are available from both the internal DCA system, HP Web Jetadmin and from our Orion central data repository.

Customized reporting from HP Web Jetadmin is limited to device-specific information (inventory, accessories, page counts, devices-by-location, address books, configuration profiles, etc.) and can be customized on-demand for different data points in the standard .html, Microsoft Excel, or .csv format.

Customized reporting from Orion (the HP P-MPS CRM) can include service ticketing information, meter reads, and service resolution data. Customization of Orion reports requires a formal report request from the application management desk. Turn-around times for customized Orion reports will vary based on IT workload and the complexity of the report request.


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• Does your organization provide well defined service level agreements to customers? If so, please provide an example of a service level agreement that you have provided to a public sector entity.

Response: HP is comfortable with committing to SLAs and has an exceptional record in meeting those SLAs.

Maximum acceptable support response times vary by device, location, and by departmental requirements and are typically set in collaboration with our clients. Our premier service response times without embedded technicians are typically within 4 hours to next business day.

For many of our public sector clients here in Utah, we are able to offer a 2-hr and 4-hr SLA for response times. We will work with Region 4 ESC/TCPN members to establish mutually agreed upon SLAs based on equipment mix.

• State any restocking or return fees.

Response: HP is committed to customer satisfaction and values our relationship with State and Local Government and Education Customer. To show our commitment, HP is providing a goodwill right to return, or exchange unused products within 30 days from receipt of the product. HP does not charge a restocking or handling fee for product returned within 30 days. It’s at HP’s sole discretion to accept return products after 30 days. If a product return is accepted after 30 days a restocking fee may apply. If applicable, minimum is $15 per unit with the customer paying for return freight. Please see the complete HP State and Local Government and Education Customer Return Policy detailed below.

Hewlett-Packard Company - State and Local Government and Education Customer Return Policy Coverage: These guidelines apply only to returns initiated by State and Local Government or Education customers purchasing HP/Compaq branded product direct from Hewlett Packard Company (“HP”) or a customer purchase under one of HP’s State and Local Government or Education direct contract. A direct contract is defined as a contract by and between HP and a State, Local or Education end user. This return policy does not apply to resellers purchasing directly from HP Direct under a contract held by and between the reseller and the end user. This return policy does not apply to loaners, early marketing units or employee purchases administered as internal HP orders.

Products Not Eligible Factory Express Services: Products that require a custom image load, asset tagging and/or special packaging are not eligible unless the products are damaged, customer received an overage or HP incorrectly configured, ordered or shipped product (HP error).

Refurbished Products: HP/Compaq branded product

Consumable Products: (i.e. printer cartridges, paper, open box software, etc.) cannot be returned to Hewlett-Packard

Third Party Options: Where returns are otherwise governed by the original manufacturer Note: The original manufacturer may provide their own warranties; the guidelines should be confirmed with the customer support representative when requesting a Return Good Authorization (“RGA”).


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Product Not Purchased From HP Directly: Which means product purchased from another source, such as a reseller, distributor, etc. not covered under an HP Direct held contract

Return of Products Defective Product For product that is defective on arrival, it is recommended that customers call Technical Support at 1-800-HPINVENT to determine if the product can be corrected. Or, the customer may utilize the 30 day goodwill return policy. Also the customer may call the HP North America Customer Service at 1-800-652-6672 to report product that was defective on arrival and obtain warranty service for HP Product, or obtain contact information for warranty services provided by other manufacturers.

Carrier Related Loss or Damaged Shipments Customers should note damages or shortages on the Bill Of Lading at the time of delivery. Within a reasonable time or not later than 30 days from delivery, notify the HP Customer Service team and provide a copy of the Bill of Lading/Packing Slip.

Concealed damage(s) or shortage(s) (where the box is in good condition but product is missing or damaged) is an exception and should be reported as soon as practical after delivery in order for HP to establish the claim with the carrier.

HP is committed to customer satisfaction and values our relationship with State and Local Government and Education Customer. To show our commitment, HP is providing a goodwill right to return, or exchange unused products within 30 days from receipt of the product. HP does not charge a restocking or handling fee for product returned within 30 days. It’s at HP’s sole discretion to accept return products after 30 days. If a product return is accepted after 30 days a restocking fee may apply.

Procedures for Returns The State or Local Government Customer should contact the assigned Customer Service Representative by calling HP’s toll free number, 1.800.727.2472 to coordinate returns or replacements within 30 days from receipt of product. At that time the customer will be issued a Return Good Authorization (RGA) number that shall remain valid for a period of fifteen (15) calendar days from the date of issuance. All materials must be received within the RGA validation period.

The HP Customer Service Representative will schedule the pickup for returns and forward an email to the person requesting the return. Faxes can also be forwarded in place of an email. The email will include all the information regarding the return, including the Return Good Authorization Number ("RGA") and carrier name and date of pickup. The Customer Service Representative will assist the Customer on any other details or specifics regarding returns, credits and refunds. Hewlett-Packard reserves the right to refuse any return that does not meet the requirements stated below:

Package - Product must be returned in the original shipping packaging. In the event the packaging is not available or unusable, it must be noted when requesting an RGA.


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If possible, remove all mailing labels on the outside of the box that references the customer address or simply mark out the mailing labels address with a marker. The customer will either receive a mailing label via email that should be attached to the return products and/or will be provided a label by the carrier. Be sure to mark your RGA number on the box.

If product for more than one RGA is being returned in the same box, make sure that all RGA numbers are listed on both the mailing label and packing list. If products are received at the Returns Center without valid RGA numbers on the mailing label, your credit may be delayed and proof of delivery or other supporting documentation may be required.

The RGA number(s) must appear clearly on the box, as returns will not be accepted without an RGA number.

Returns must be 100 percent complete, unused, in original and re-sellable condition, with all original packaging, manuals, registration card(s), software, cabling and accessories. If, after the product has been returned and inspected, it is discovered that components are missing from the return, HP reserves the right not to issue an RGA for the return of the missing components. If it is determined that there are missing components when the product is returned, and the customer has received a credit, the customer will be issued an invoice for the missing component. Missing components may include but are not limited to keyboard, mouse, software, speakers, accessories, drives, memory, microprocessors, and processor boards.

RGA numbers that have been open for greater than fifteen (15) days may be cancelled and the customer subsequently invoiced for the unreturned product. Another RGA can be requested as long as it is within the 30 days of receipt of the product. Please note that all returned products must be credited against the account and order from which the product was originally invoiced.

All products must be returned to the address provided by the HP Customer Service Representative via email or by the carrier: HP Returns 421 New Sanford Road Dock Door 47 LaVergne, TN 37086 RGA XXXXXXXX

Please note: HP reserves the right to change any part of its return guidelines.

• List the cost, if any, of any software technology that can be used in association with your service desk.

Response: The HP Service Desk System can support data imports from additional software technology and products that are powered off of a SQL database and provide structured .csv reporting. Custom data import integration requires approval and if approved, typically is provided free of charge.

A few examples of additional supported technology are HP Web Jetadmin 10.x exports and FM Audit exports. Data imports from these systems are provided free of charge.


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• Include the cost for an outright purchase, monthly lease, or per device monthly fees.

Response: Under our support program, there are no per device monthly fees for ongoing support. You only pay for what you print according to provided cost per page billing rates.

HP has included equipment outright purchase in Att 6 – HP Value Add Discounts attachment in HP Appendix A.

• Provide your organizations customer service statistics or survey results concerning the quality of services provided.

Response: Our customer service statistics are measured in two categories: First-time Fix Rate and Customer Retention Rate. Over the past 25 years, our average first-time fix rate is 91 percent and our customer retention rate is 95 percent.

VIII. Consultant/Professional Services • Hourly labor charge for each service offered

Response: HP’s consultative and professional services are included in our cost per print rates.

• Describe the service offered and the final output

Response: HP will consult on an ongoing basis with Region 4 ESC/TCPN clients and advise them on how to reduce their print spend, optimize their environment and manage their equipment. As new equipment or upgrades are necessary, HP will advise Region 4 ESC/TCPN clients on which equipment best suits their needs.

The final output is a lower print spend and an efficient workforce.

IX. Maintenance (Break/Fix) • List all options for types of break/fix service associated with installed printers, including but not limited to:

1. Parts and labor annual maintenance (supplies purchased separately).

Response: HP does not currently offer this option.

2. Parts and labor monthly maintenance (supplies purchased separately).

Response: HP does not currently offer this option.


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2. Sweep (Config Pages): HP technicians will conduct sweeps (walkthroughs) of additional devices that are not reporting, not connected to a host PC, or not on the network to collect physical configuration pages that will be scanned and submitted to the HP dispatch team for data entry and billing.

• List how you will configure pricing for future printer models by other manufacturers.

Response: According to standard SLAs, hourly services regarding the installation, moving, adding, changing and disposing of third-party devices will be treated as a special project and will be quoted accordingly based on product mix and scope. Base hourly rates begin at $125/hour.

• If meter collection is performed by vendor on-site, list the monthly or hourly rate.

Response: Meter collections may be performed as an automated task and/or collected on-site. Meter collection is included in our provided rates and carries no additional charge.

• If meter collection is performed through software, list monthly charge or purchase price, if any, per asset.

Response: Meter collections may be performed as an automated task and/or collected on-site. Meter collection is included in our provided rates and carries no additional charge.

X. Other Management Print Services • For additional products or services that fall within the scope of this contract, vendor may include a separate description of the product or service, along with the proposed pricing.

Response: HP provides the following value-added services free of charge for our clients:

• Ongoing, consultative account management

• Insightful reporting to help you manage your fleet costs

• Optimization assessment for asset consolidation projects with floor mapping and asset catalogue creation (on approval)

• Document management assessments to evaluate document workflow, archival and storage, (on approval)

• Print management assessments to evaluate security, mobility and page volume reduction strategies (on approval)

• Include software or licensing components of any services provided.

Response: The optimization, document and print management assessments are supported by and result in recommendations for numerous software products that span the HP portfolio. Some of these products are fee-based, while others are free of charge.


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Tab 6 – References (App F) Provide a minimum of ten (10) customer references for product and/or services of similar scope dating within the past 3 years. Please try to provide an equal number of references for K12, Higher Education and City/County entities. Provide the following information for each reference:

Response:

Entity Name University of Utah

Contact Name and Title Louise Hall Purchasing Director

Reference Comment: Any statement of reference made by an employee of the University of Utah (University) is offered as an unqualified reference independent of any official viewpoint of the University. Any such reference is not permitted to be published nor advertised and does not constitute an endorsement by the University.

City and State Salt Lake City, UT

Phone Number 801.581.5513

Years Serviced 15 Years

Description of Services Managed Print Services Support: HP maintains and repairs their equipment in the J. Willard Marriott Library on a cost-per-page basis.

Annual Volume 1.1 Million pages per year

Entity Name BYU Student Health

Contact Name and Title Wayne Buckwalter IT Manager

City and State Provo, UT



Description of Services Managed Print Services Support: HP maintains and repairs BYU’s equipment in their Health Center on a cost-per-page basis.

Annual Volume 486,000

Entity Name Weber County Library

Contact Name and Title Scott Jones IT Director

City and State Ogden, UT




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Description of Services Managed Print Services Support: HP maintains and repairs the Weber County Library’s equipment on a cost-per-page basis.

Annual Volume 1.6 Million pages per year

Entity Name Utah Valley University – Financial Aid

Contact Name and Title Patty Coombs Office Manager

City and State Orem, UT

Phone Number 801-863-8441


Description of Services Managed Print Services Support: HP maintains and repairs UVU’s equipment on a cost-per-page basis.

Annual Volume 83,800

Entity Name Utah Valley University

Contact Name and Title Darel Hawkins IT Manager

City and State Orem, UT



Description of Services Managed Print Services Support: HP maintains and repairs UVU’s equipment on a cost-per-page basis.

Annual Volume 4,675,000

Entity Name NYC Transit Authority

Contact Name and Title Isaac Takyi Senior Director TIS

City and State New York, NY


Years Serviced 16 months

Description of Services HP MPS, 700+ devices HPAC Secure Pull Print, Job Accounting, Intelligent Print Management, Right Fax FOIP, DSS

Annual Volume Customer confidential, please request information directly from customer.

Entity Name NYC Department of Health and Mental Hygiene

Contact Name and Title Julian Yuen Senior Director MIS


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City and State New York, NY



Description of Services Virtual Print Center (VPC), HP Web Jetadmin, HP Universal Print Driver, HP Access Control (HPAC), IPG Supplies, HP Managed Print Services, HP LaserJet 4515 Printer


Entity Name Brooklyn Public Library

Contact Name and Title Selvon Smith CIO

City and State Brooklyn, NY



Description of Services HP Managed Print Services, HP LaserJet M4555mfp, HP LaserJet 3035 MFP, HP Multi-functional Printers, HP LaserJet Printers - Monochrome


Entity Name Palo Alto Unified School District

Contact Name and Title Ann Dunkin Information Technology

City and State Palo Alto, CA


Years Serviced 1 Year

Description of Services HP Web Jetadmin, HP Universal Print Driver , IPG Supplies, HP Managed Print Services, HP LaserJet 4345mfp


Entity Name Texas Department of Information Resources

Contact Name and Title Robert Ott Information Technology

City and State Austin, TX



Description of Services HP Managed Print Services, HP LaserJet Multi-function devices


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Entity Name Texas Department of Information Resources



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Tab 8 – Value Add (App G) Please include any additional products and/or services not included in the scope of the solicitation that you think will enhance and/or add value to this contract for participating agencies.

Response:

HP Access Control Reducing the Amount of Print HP believes that Region 4 ESC/TCPN members can reduce their total page volume by up to 15 percent through the deployment of a secure printing solution. Software is a necessary component to help you monitor, manage, and reduce your total output. Every printed page carries a fully burdened cost.

The HP Access Control Secure Printing Solution delivers powerful authentication, authorization, and activity-log capabilities to prevent fraudulent use, protect data privacy, and enhance fleet management. This simple-to-deploy and easy-to-maintain solution is available on HP multifunction and single function printers. HP secure access solutions include the following: Authentication and Authorization (For Job Release via PIN, Badge Readers, etc.)

• Choose from a range of authentication methods, such as personal identification number (PIN) code, proximity card, or smart card

• Integrate with many smart card operating systems

• Restrict unauthorized users from devices, while giving administrators the ability to track copying and digital-sending functions by employee

• Prevent malicious anonymous e-mail sent from MFP devices by pre-populating the “from” and/or “to” fields based on the user’s ID or a pre-determined destination

• Integrate with existing user directories such as Active Directory and Lightweight Directory Access Protocol (LDAP)

Pull Print/Secure Print/Follow-me Printing

• Facilitate convenience printing by allowing users to retrieve print jobs when and where they want on any enabled device within your corporate network

• Achieve greater security and compliance by encrypting and storing print jobs until authorized users are ready to retrieve their documents

• Boost environmental sustainability efforts by reducing unclaimed pages at the device

• Reduce “print and sprint” by providing confidentiality on print jobs sent to shared devices as the individuals must authenticate before their jobs are printed

DocuWare Enables Electronic Document Management The HP and DocuWare solution easily turns your paper documents into electronic files, helps safeguard them, and makes them available to your employees when they need them, regardless of their location. Give your employees the information they require to be more responsive and productive by streamlining your organization’s document management processes.


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• Archiving—Store and retrieve documents in a snap • Security—Help protect your documents • Integration—Easily incorporate DocuWare into your IT systems • Workflow—Process information more efficiently • Optimize your document storage and retrieval processes

Kidney Treatment Center Case Study: DocuWare Our client’s center is both a kidney research facility as well as a kidney treatment facility. They have 20 locations throughout the Northwest. Their IT department was tasked to find a solution in regards to Electronic Document Management. They found it

very challenging to move paper around the office and their clinics for approvals in a timely fashion.

HP professional analysts and the implementation team designed a solution to speed up everyday document-based workflows. HP’s DocuWare solution turned their paper documents into electronic files which helped safeguard their hard copies, yet

made them easily available for their employees when they needed them. Now, they have a positive workflow approval process where files are efficiently and accurately documented and managed.

Our client first implemented DocuWare in their IT Department hardware acquisition process. HP worked with them to develop the process and they have been very pleased with the results. They are still in a testing phase currently, but the CIO has already commented on HP’s responsiveness and quality of work. Our client plans to expand their usage of DocuWare to other departments and to automate many more processes in the near future.

ePrint HP's "Inside the Firewall" solution for secure mobile/cloud printing is called HP ePrint Enterprise. This solution provides clients with an easy mobile printing experience that is backwards compatible and fits seamlessly into a cloud-centric technology roadmap for the future. This solution is compatible with any PCL 5 compliant printer and supports a mixed OEM environment.

HP ePrint Enterprise software suite immediately enables every HP device, old or new, to receive and print jobs that were sent to the printers and MFPs wirelessly, through email-ready mobile devices such as phones, tablets, and the Apple iPad.

Region 4 ESC/TCPN employees or IT administrators install the HP ePrint app on their mobile devices and can quickly search for network printers and send documents to be printed—all in just a few clicks. All users must be authorized users within the corporate domain in order to use the application. Firewall permissions must be granted for the device to actually receive wireless print jobs via e-mail and the user generating the mobile print job must know the randomly generated e-mail address which is designed to minimize security concerns.


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Users simply pick up their document at their selected enterprise printer. For organizations with pull-printing solutions, HP ePrint Enterprise users can send their print jobs directly to supported pull-print servers. They can then authenticate at the supported device to release the print job. For even more options on the road, mobile professionals can also use their smartphones to print documents at participating public HP ePrint Mobile Printing Locations.

From other Internet-enabled devices Because many on-the-go professionals use mobile devices other than those mentioned above—and because some employees use several different devices—HP ePrint Enterprise includes an e-mail-to-print feature that works on virtually any Internet-enabled device.

This feature allows employees to send documents from their corporate e-mail account to any networked printer assigned an e-mail address. Printing from a mobile device is now as simple as sending an e-mail.

HP Flow CM Professional HP Flow CM Professional is a cloud-based document management solution that gives growing organizations a complete set of proven tools for document capture, storage, search, retrieval, sharing and more, so businesses can manage information more efficiently.

With HP Flow CM Professional, businesses can:

• Streamline workflows and make collaboration more convenient and productive with sharing and notification tools

• Gain greater access to documents when they are needed by storing them in the cloud

• Safeguard sensitive business information with a provider that businesses can trust

With HP Flow CM Professional, growing organizations will be able to:

• Leverage the cloud to centralize both paper and digital content, improving collaboration by sharing information and publishing documents with employees, customers, vendors and other partners.

• Rely on the same security that supports leading banks, legal firms and stock exchanges—including enterprise-level encryption, authentication and security management—allowing them to confidently send, store and retrieve valuable information and meet certain regulatory requirements.

• Enhance employee productivity by providing access to files and documents while at home, in the office or on the go via a web browser or by using the solution’s mobile device app.


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• Access content from a convenient online destination featuring a user-friendly interface and powerful search features, all from desktops, laptops, mobile devices or HP LaserJet flow multifunction printer (MFP) control panels.

• Get first-rate cloud storage and the scalability without costly commitments, allowing them to manage their content without needing to purchase additional software, hardware or IT infrastructure.

• Share files and folders across devices using the HP Flow Sync tool, which is integrated with HP Flow CM Professional to share new or updated content almost immediately.

• HP Flow CM Professional supports a multitude of multivendor MFPs and scanners, but provides a better together solution with HP LaserJet Flow MFPs which can be configured to fully integrate with HP Flow CM Professional. Businesses can access the solution from the front panel of the HP LaserJet Flow MFP with the touch of a button.

Using the Scan to HP Flow CM Professional button, SMBs can capture single or multiple documents even easier and faster.


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Tab 9 – Required Documents (App H) Please refer to the signed documents that follow.


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Appendix D

GENERAL TERMS & CONDITIONS ACCEPTANCE FORM

Signature on Vendor Contract Signature form certifies complete acceptance of the General Terms and Conditions in this solicitation, except as noted below (additional pages may be attached, if necessary).

Check one of the following responses to the General Terms and Conditions:

We take no exceptions/deviations to the general terms and conditions

(Note: If none are listed below, it is understood that no exceptions/deviations are taken.) We take the following exceptions/deviations to the general terms and conditions.

All exceptions/deviations must be clearly explained. Reference the corresponding general terms and conditions that you are taking exceptions/deviations to. Clearly state if you are adding additions terms and conditions to the general terms and conditions. Provide details on your exceptions/deviations below:

(Note: Unacceptable exceptions shall remove your proposal from consideration for award. Region 4 ESC shall be the sole judge on the acceptance of exceptions/deviations and the decision shall be final. )

Response: HP has read and acknowledges please see the Exceptions Table provided below and as Att 9 – Exceptions Table.

X


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ATTACHMENT 8

HP’s Exceptions to Region 4 ESC/TCPN for Managed Print Solutions Solicitation No. 12-56

HP Exception to Region 4 ESC Open Records Policy

Pursuant to the Tex. Gov't Code Sections 552.101, 552.104, and 552.110, the information marked as “HP Confidential” in this proposal, is considered confidential, proprietary and trade secret, and is, therefore, exempt from release and disclosure under the Texas Public Information Act, Tex. Gov't Code Ann. Sections 552.001- 552.353, which is also known as the "Texas Open Records Act.”

The information identified above is considered trade secret information in that it derives independent economic value, actual or potential, from not being generally known to, and not being readily ascertainable by proper means by, other persons who can obtain commercial economic value from its disclosure or use, and is the subject of efforts that are reasonable under the circumstances to maintain its secrecy. Controlling access to this information is key to reduce the potential use of an article of trade or a service having commercial value, and which gives its user an opportunity to obtain a business advantage over competitors who do not know or use it.

The information, which is designated as “HP Confidential,” is furnished in confidence with the understanding that this information will not, without permission of HP, be used or disclosed for other than evaluation purposes, unless required by law. The restriction does not limit Region 4 ESC’s and TCPN’s right to use or disclose this information if obtained from another source without restriction.

RFP Section HP Alternative Response Comments

Section B:Scope

First paragraph

It is the intention of Region 4 ESC to establish a contract with vendor(s) for Managed Print Solutions. Awarded vendor(s) shall perform covered services under the terms of this agreement. Offerors shall provide pricing based on a discount from a manufacturer’s price list or catalog, or fixed price, or a combination of both with indefinite quantities. Electronic Catalog and/or price lists must accompany the proposal. Include an electronic copy of the catalog from which discount, or fixed price, is calculated. Multiple percentage discount structure is also acceptable. Please specify where different percentage discounts apply. Additional

HP is a Fortune 10 Company that has thousands of contracts throughout the US and Globally. While HP realizes Region 4 ESC's request for Most Favored Customer pricing, this type of clause is not available since HP contracts and pricing are created and based on many variable factors that are specific to a customer or set of customers under a contract including, but not limited to a specific solution


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pricing and/or discounts may be included. If Offeror has existing cooperative contracts in place, Offeror is requested to submit pricing equal or better than those in place.

or situation, for a specific transaction(s) with a specific set of products and/or services, a volume, timing, geographical area, delivery and other material terms and conditions.

XVII. Samples: Upon request, samples shall be furnished, free of cost, within seven (7) thirty (30) days after receiving notice of such request. By submitting the proposal Offeror certifies that all materials conform to all applicable requirements of this solicitation and of those required by law. Offeror agrees to bear the costs for laboratory testing, if results show that the sample does not comply with solicitation requirements.

Submissions may be rejected for failing to submit samples as requested.

Based on the wide variety of products that are offered for purchase under this bid, HP is unable to agree to a seven day time period for samples. HP will be able to fill any sample requests within thirty days as noted.

XIX. Formation of Contract: A response to this solicitation is an offer to contract with Region 4 ESC based upon the terms, conditions, scope of work, and specifications, and the Vendor’s response, including any exceptions and additional terms and conditions contained in this request. A solicitation does not become a contract until it is awarded by Region 4 ESC. A contract is formed when Region 4 ESC’s board signs the Vendor Contract Signature Form. The prospective vendor must submit a signed Vendor Signature Form with the response thus, eliminating the need for a formal signing process.

Clarified that HP’s response and additional terms and conditions will be made a part of the final contract.

Appendix A: Vendor Contract and Signature Form

Recitals: Third

WHEREAS, this contract consists of the provisions set forth below, including

Clarifies that there may be addendums and exhibits


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Paragraph provisions of all addendums, attachments, or exhibits referenced herein. In the event of a conflict between the provisions set forth below and those contained in any attachment, the provisions set forth below shall control.

included as part of the contract. The order of precedence provision will cover the deleted language regarding any conflict of provisions.

Article 1: General Terms and Conditions

1.3 Region 4 ESC and TCPN shall perform its duties, responsibilities and obligations as administrator of purchases, set forth in this agreement, and required under the Vendor Contract.

Clarifies that both Region 4 ESC and TCPN are subject to the contract terms and conditions.

1.5 Customer Support: The vendor shall provide timely and accurate technical advice and sales support to Region 4 ESC staff, TCPN staff and participating agencies. The vendor shall respond to such requests within one (1) working day after receipt of the request.

Support response times and targets shall be based on the level of support purchased.

Article 2: Anticipated Term of Agreement

2.1 Unless otherwise stated, all contracts are for a period of three (3) years with an option to renew annually for an additional two (2) years if agreed to by Region 4 ESC the parties. Region 4 ESC will notify the vendor in writing if the contract is extended. Awarded vendor shall honor all administrative fees for any sales made based on the contact whether renewed or not.

Clarifies that any renewal of the existing contract will be upon mutual agreement of the parties.

Article 3: Representations and Covenants

3.3 Offeror’s Promise: Offeror agrees all prices, terms, warranties, and benefits granted by Offeror to Members through this contract are comparable to or better than the equivalent terms offered by Offeror to any present customer meeting the same qualifications or requirements.

HP is a Fortune 10 Company that has thousands of contracts throughout the US and Globally. While HP realizes Region 4 ESC's request for Most Favored Customer pricing, this type of clause


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is not available since HP contracts and pricing are created and based on many variable factors that are specific to a customer or set of customers under a contract including, but not limited to a specific solution or situation, for a specific transaction(s) with a specific set of products and/or services, a volume, timing, geographical area, delivery and other material terms and conditions.

Article 4: Formation of Contract

4.2 Form of Contract: The form of contract for this solicitation shall be the Request for Proposal, the Vendor’s RFP response, the awarded proposal(s) and best and final offer(s), and properly issued and reviewed purchase orders referencing the requirements of the Request for Proposals. If a firm submitting an offer requires Region 4 ESC and/or Member to sign an additional agreement, a copy of the proposed agreement must be included with the proposal.

Included HP’s RFP response as part of the contract documents.

4.4 Assignment of Contract: No assignment of contract may be made without the prior written approval of Region 4 ESC the other party, which shall not be unreasonably withheld. Purchase orders and payment can only be made to awarded vendor and Affiliates, unless otherwise approved by Region 4 ESC. For the purposes of this contract, Affiliate of a party means an entity controlling, controlled by, or under common control with that party. Assignments of vendor software licenses are subject to compliance with vendor's software license transfer

Clarified that any assignment must be approved by both parties and HP Affiliates will be able to provide services and products under the terms of this contract.


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policies. Awarded vendor is required will use commercially reasonable efforts to notify Region 4 ESC when any material change in operations is made that may adversely affect members, (i.e. bankruptcy, change of ownership, merger, etc.).

4.5 Novation: If contractor sells or transfers all assets or the entire portion of the assets used to perform this contract, a successor in interest must guarantee to perform all obligations under this contract. Region 4 ESC reserves the right to accept or reject any new party. A simple change of name agreement will not change the contractual obligations of contractor.

HP cannot agree to any restrictions on contracts that may impact any sale of company assets.

4.7 4.7. Order of Precedence: In the event of a conflict in the provisions of the contract as accepted by Region 4 ESC, the following order of precedence shall prevail:

• Supplemental Agreements, Schedules, and Statements of Work

• Special terms and conditions

• General terms and conditions

• Specifications and scope of work

• Attachments and exhibits

• Documents referenced or included in the solicitation

Clarified that individual Supplemental Agreements, Schedules, and Statements of Work with specific member entities purchases shall take precedence.

Article 5: Termination of Contract

5.1 Cancellation for Non-Performance or Contractor Deficiency: Region 4 ESC may terminate any contract if Members have not used the contract, or if purchase volume is determined to be low volume in any 12-month period. Region 4 ESC reserves the right to cancel the whole or any part of this contract due to failure by contractor to carry out any obligation, term or condition of the contract. Region 4 ESC may issue a written deficiency notice to contractor for acting or failing to act in any of the following:

Clarified cancellation for non-performance or contractor deficiency conditions, including a reasonable period of time to cure any non-performance or condition of deficiency.


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i. Providing material that does not substantially meet the agreed upon specifications of the contract;

ii. Providing work and/or material that was not awarded under the contract;

iii. Failing to adequately perform the services set forth in the scope of work and specifications, as determined by the parties;

iv. Failing to complete required work or furnish required materials within a reasonable amount of time, as determined by the parties;

v. Failing to make progress in performance of the contract and/or giving Region 4 ESC reason to believe that contractor will not or cannot perform the requirements of the contract; and/or

vi. Performing work or providing services under the contract prior to receiving a written approval from Region 4 ESC or Participating Entity to begin reviewed purchase order for such work.


5.2 Termination for Cause: If, for any reason, either party the Vendor fails to fulfill its obligations in a timely manner, or if the vendor violates any of the

Clarified that a termination for cause is available to both parties. Added language that provides a


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covenants, agreements, or stipulations of this contract, Region 4 ESC the non-breaching party reserves the right to terminate the contract immediately after failing to remedy the breach within a reasonable period of time after being notified in writing of the details, and pursue all other applicable remedies afforded by law. Such termination shall be effective by delivery of notice, to the vendor to the breaching party, specifying the effective date of termination. If either party becomes insolvent, unable to pay debts when due, files for or is subject to bankruptcy or receivership or asset assignment, the other party may terminate this contract and cancel any unfulfilled obligations. In such event, all documents, data, studies, surveys, drawings, maps, models and reports prepared by vendor for this solicitation may become the property of the participating agency or entity. If such event does occur then vendor will be entitled to receive just and equitable compensation for the satisfactory work completed up to the effective date of termination on such documents.

reasonable period of time to cure any breach before termination becomes effective.


Any failure of HP to deliver goods or services within a target period of time may result in the purchaser cancelling that particular order. This is the sole remedy for such failure on behalf of HP.


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The term Force Majeure as employed herein, shall mean acts of God, strikes, lockouts, or other industrial disturbances, act of public enemy, orders of any kind of government of the United States or the State of Texas or any civil or military authority; insurrections; riots; epidemics; landslides; lighting; earthquake; fires; hurricanes; storms; floods; washouts; droughts; arrests; restraint of government and people; civil disturbances; explosions, breakage or accidents to machinery, pipelines or canals, or other causes not reasonably within the control of the party claiming such inability. It is understood and agreed that the settlement of strikes and lockouts shall be entirely within the discretion of the party having the difficulty, and that the above requirement that any Force Majeure shall be remedied with all reasonable dispatch shall not require the settlement of strikes and lockouts by acceding to the demands of the opposing party or parties when such settlement is unfavorable in the judgment of the party having the difficulty.

Clarified that payment obligations of customer to HP for purchases of products or services delivered shall not be impacted by any force majeure event.

5.5 Standard Cancellation: Either party may cancel this contract in whole or in part by providing written notice. The cancellation will take effect 30 business days after the other party receives the notice of cancellation. After the 30th business day all work will cease following completion of final purchase order. Vendor may be

Deleted language that is unclear regarding cancellation of the contract.


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requested to provide additional items not already on contract at any time.


Added section 5.6 which provides further explanation of what the parties can expect upon termination of the contract.

Article 6: Licenses

6.1 Duty to keep current license: Vendor shall maintain in current status all federal and state and local licenses, bonds and permits required for the operation of the business conducted by vendor. Vendor shall remain fully informed of and in compliance with all ordinances and regulations pertaining to the lawful provision of services under the contract. Region 4 ESC reserves the right to stop work and/or cancel the contract of any vendor whose license(s) expire, lapse, are suspended or terminated.

6.2 Survival Clause: Unless agreed to differently by the parties, All applicable software license agreements, warranties or service agreements that were entered into between Vendor and Customer under the terms and conditions of the Contract shall survive the expiration or termination of the Contract. All Purchase Orders issued and accepted by Order


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Fulfiller shall survive expiration or termination of the Contract.

Article 7: Delivery Provisions

7.2 Delivery: Vendor shall deliver said materials purchased on this contract to the Member issuing a Purchase Order. Conforming product shall be shipped within 7 days of receipt of Purchase Order. If delivery is not or cannot be made within this time period the vendor must receive authorization from the purchasing agency for the delayed delivery. At this point the participating entity may cancel the order if estimated shipping time is not acceptable. Vendor will use all commercially reasonable efforts to deliver materials in a timely manner. Vendor may elect to deliver software and related product/license information by electronic transmission or via download. If vendor is unable to meet Member's delivery requirements, Member may cancel that order, and such cancellation is Member's sole remedy.

Added language clarifying delivery terms and conditions.

7.1 Inspection & Acceptance: If defective or incorrect material is delivered, purchasing agency may make the determination to return the material to the vendor at no cost to the purchasing agency. The vendor agrees to pay all shipping costs for the return shipment. Vendor shall be responsible for arranging the return of the defective or incorrect material.

HP has read and respectfully requests removal of this provision. All applicable warranty terms and conditions can be found in the HP provided Additional Terms and Conditions located in Attachments 9 through 11.

Article 8: Billing and Reporting

8.1 Payments: The entity using the contract will make payments directly to the awarded vendor or Affiliate. Payment shall be made after satisfactory performance, in accordance with all provisions thereof, and upon receipt of a properly completed invoice.

Payment and acceptance is addressed in the HP Additional Terms and Conditions located in Attachments 9 through 11.

8.2 Invoices: The awarded vendor shall submit invoices to the participating entity clearly stating “Per TCPN Contract” or similar designation. The shipment tracking number or pertinent information for verification shall be made available upon

Clarifies that a similar designation identifying the contract may be uses, such as a contract number. In addition, the customer purchase order should note


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request. the TCPN contract as well.

Article 9: Billing and Reporting

9.1 Best price guarantee: The awarded vendor agrees to provide pricing to Region 4 ESC and its participating entities that are the lowest pricing available and the pricing shall remain so throughout the duration of the contract. The awarded vendor agrees to lower the cost of any product purchased through TCPN following a reduction in the manufacturer or publisher's direct cost.

HP is a Fortune 10 Company that has thousands of contracts throughout the US and Globally. While HP realizes Region 4 ESC's request for Most Favored Customer pricing, this type of clause is not available since HP contracts and pricing are created and based on many variable factors that are specific to a customer or set of customers under a contract including, but not limited to a specific solution or situation, for a specific transaction(s) with a specific set of products and/or services, a volume, timing, geographical area, delivery and other material terms and conditions.



It is the awarded vendor’s responsibility to keep all pricing up to date and on file with Region 4 ESC. All price changes must be provided to Region 4 ESC, using the

Clarified that HP will provide notice to Region 4 ESC if in the unlikely event an increase in pricing occurs.


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same format as was accepted in the original contract.

9.4 Price reduction and adjustment: Price reduction may be offered at any time during contract and shall become effective upon notice of acceptance from Region 4 ESC. Special, time-limited reductions are permissible under the following conditions: 1) reduction is available to all Members equally; 2) reduction is for a specific time period, normally not less than thirty (30) days; and 3) original price is not exceeded after the time-limit; and 4) Region 4 ESC has approved the new prices prior to any offer of the prices to a Member. Vendor shall offer Region 4 ESC any published price reduction during the contract period.

Clarified acceptable price reduction terms and conditions.

9.5 Prevailing Wage: It shall be the responsibility of the Vendor agrees to comply, when applicable, with the prevailing wage legislation in effect in the jurisdiction of the purchaser (Region 4 ESC or its Members). It shall further be the responsibility of the Vendor to use commercially reasonable efforts to monitor the applicable prevailing wage rates as established by the appropriate department of labor for any increase in rates during the term of this contract and adjust wage rates accordingly.

Limited HP prevailing wage obligations to what is applicable to the specific products and services offered under the terms of any resultant contract.

Article 10: Pricing Audit

10.1 Audit rights: Vendor shall, at Vendor’s sole expense, maintain appropriate due diligence of all purchases made by Region 4 ESC and any entity that utilizes this Agreement. At Region 4 ESC/TCPN’s sole expense and once every twelve (12) months per year during the terms of this contract, and provided ten (10) business day written notice, TCPN and Region 4 ESC each reserve the right to audit the accounting files or records pertaining to this contract specific to any charges paid or payable for a period of three (3) years from the time such purchases are made for the purposes of determining if such charges are accurate. This audit right shall survive termination of this

Clarified conditions and scope of pricing audit with HP.


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Agreement for a period of one (1) year from the effective date of termination. In the State of New Jersey, this audit right shall survive termination of this Agreement for a period of five (5) years from the date of final payment. Such records shall be made available to the New Jersey Office of the State Comptroller upon request. Region 4 ESC shall have the authority to conduct random audits of Vendor’s pricing that is offered to eligible entities at Region 4 ESC's sole cost and expense. Notwithstanding the foregoing, in the event that Region 4 ESC is made aware of any pricing being offered to eligible agencies that is materially inconsistent with the pricing under this agreement, Region 4 ESC shall have the ability to conduct an extensive audit of Vendor’s pricing at Vendor’s sole cost and expense. Region 4 ESC may conduct the audit internally or may engage a third-party auditing firm. If Region 4 ESC/TCPN wishes to select a third party auditor to perform such audit, such auditor shall sign a confidentiality agreement reasonably agreeable to vendor prior to commencement of the audit, and the result of the audit shall be subject to such confidentiality agreement. In the event of an audit, the requested materials shall be provided in the format and at the location designated by Region 4 ESC or TCPN. These files and records shall not include any personnel related information, product or labor cost data, or proprietary data relating to vendor`s products or services. Audits shall be performed at Region 4 ESC/TCPN’s cost during normal business hours in a manner to minimize disruption to vendor’s business, and Region 4 ESC/TCPN shall promptly provide vendor with a copy of the results of the audit. If the audit reveals that vendor has overcharged eligible agencies, Region 4 ESC/TCPN shall notify vendor in writing regarding the amount of such overcharge and details regarding such overcharge. Vendor reserves the right to reasonably review the results of the


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audit and discuss any results within thirty (30) business days after receipt of notice of the overcharge.

Article 11: Offeror Product Line Requirements

11.1 Current products: Proposals shall be for materials and equipment in current production and marketed to the general public and education/government agencies at the time of vendor’s acceptance of an order the proposal is submitted.

Current products may be updated over the term of the contract. Clarified that current products will include products available to the public at the time of an order.

11.6 Warranty conditions: All supplies, equipment and services shall include manufacturer's minimum standard warranty and one (1) year labor warranty unless otherwise agreed to in writing.

HP can agree to the standard warranty available on any products and services offered for purchase. Support duration will be based on the level and duration of support and maintenance purchased by each individual customer.

Article 12: Site Requirements

12.3 Registered sex offender restrictions: For work to be performed at schools, vendor agrees that no employee or employee of a subcontractor who has been adjudicated to be a registered sex offender will perform work at any time when students are or are reasonably expected to be present. Vendor agrees that a violation of this condition shall be considered a material breach and may result in the cancellation of the purchase order at the Member’s discretion. Vendor must identify any additional costs associated with compliance of this term. If no costs are specified, compliance with this term will be provided at no additional charge.

HP has read and acknowledges. Please see HP’s response to the background check requirements in “DOC #4: Contractor Certification Requirements – Fingerprint and Background Checks” for additional information.

12.4 Safety measures: Member and Vendor shall take all commercially reasonable precautions for the safety of employees on the worksite, and shall erect and properly maintain all necessary applicable safeguards for protection of workers and the public. Member and Vendor shall post warning signs against all hazards created by its operation and work in progress. Proper precautions shall be taken pursuant

Clarified that safety measures are the responsibility of both HP and the customer.


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to state law and standard practices to protect workers, general public and existing structures from injury or damage.

12.6 Stored materials: Upon prior written agreement between the vendor and Member, payment may be made for materials not incorporated in the work but delivered and suitably stored at the site or some other location, for installation at a later date. An inventory of the stored materials must be provided to Member prior to payment. Such materials must be stored and protected in a secure location, and be insured for their full value by the vendor against loss and damage. Vendor agrees to provide proof of coverage and/or addition of Member as an additional insured upon Member’s request. Additionally, if stored offsite, the materials must also be clearly identified as property of buying Member and be separated from other materials. Member must be allowed reasonable opportunity to inspect and take inventory of stored materials, on or offsite, as necessary.

Until final acceptance by the Member, it shall be the Vendor's responsibility to protect all materials and equipment. The Vendor warrants and guarantees that title for all work, materials and equipment shall pass to the Member upon final acceptance.

HP cannot be held responsible for stored equipment delivered to the customer designated location. Special shipping arrangements may be made on a per order basis and set out in a specific Supplemental Agreement, Schedule, and Statement of Work.

Article 13: Miscellaneous

13.1 Funding Out Clause: Any/all contracts exceeding one (1) year shall include a standard “funding out” clause. A contract for the acquisition, including lease, of real or personal property is a commitment of the entity’s current revenue only, provided the contract contains either or both of the following provisions:

“Retains to the entity the continuing right to terminate the contract at the expiration of each budget period during the term of the contract and is conditioned on a best efforts attempt by the entity to obtain appropriate funds for payment of the contract.”

HP has read and clarifies that a “funding out” clause shall provide a advance written notice of any cancellation or termination of a contract for lack of funding, and it shall clearly state that any termination of a contract, Statement of Work, or Schedule shall not affect payments due or fulfillment and payment for services performed, products delivered, and product orders accepted prior to termination.


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13.3 Indemnity: The awarded vendor shall protect, indemnify, and hold harmless defend and settle any third party claims against both Region 4 ESC and TCPN and its participants, administrators, employees and agents for tangible property damage, bodily injury and death caused solely by the vendor`s gross negligence or willful misconduct, provided that Region 4 ESC/TCPN promptly notifies vendor of such claims, cooperates with vendor in the defense of the claims, and grants vendor sole defense of such claims. against all claims, damages, losses and expenses arising out of or resulting from the actions of the vendor, vendor employees or vendor subcontractors in the preparation of the solicitation and the later execution of the contract, including any supplemental agreements with members. In connection with such claims, the vendor will pay all defense costs, settlement amounts, court awarded damages (including court costs and reasonable attorneys fees), and third party costs incurred by Region 4 ESC/TCPN at the request of vendor in connection with the defense of the claim. Each party will have a duty to mitigate damages for which the other party is responsible. Any litigation involving either Region 4 ESC or TCPN, its administrators and employees and agents will be in Harris County, Texas. Any litigation involving TCPN members shall be in the jurisdiction of the participating agency.

Limited indemnity to third party claims and require that Region 4 ESC/TCPN grant HP sole control of the defense of such claims.

13.5 Marketing: Awarded vendor agrees to allow Region 4 ESC to use their name and logo within website, marketing materials and advertisement. Any use of Region 4 ESC name and logo or any form of publicity, inclusive of press releases, regarding this contract by awarded vendor

For the term of this Agreement only, Region 4 ESC may display the HP’s marks only as shown in Att 2 on CD (the “Marks”) solely to accurately identify its participation in this


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must have prior approval from Region 4 ESC.

Agreement and in connection with its performance under this Agreement provided that Region 4 ESC agrees to (i) use the Marks only in the form and manner approved by HP, (ii) submit to HP for its prior written approval all marketing materials specific to this Agreement containing HP’s Marks; and (iii) include all proprietary notices that HP specifies be used with its Marks. Any display of the Marks will inure solely to HP’s intellectual property rights in the Marks. Region 4 ESC agrees to adhere to HP’s logo or trademark guidelines (“Trademark Guidelines”) for displaying the Marks, as may be amended from time to time. If reasonably requested by HP, Region 4 ESC will expeditiously implement changes in the manner in which it uses the Marks to comply with the Trademark Guidelines of HP. Region 4 ESC agrees not to display HP’s Marks in a manner that is not accurate or in a manner that is likely to confuse or mislead as to the relationship between the parties. Region 4 ESC may not use HP’s Marks together with their own trademarks to create a composite mark. Region 4 ESC will not use HP’s Marks in a manner that compromises or reflects unfavorably upon the goodwill, good name, reputation or image of HP, or which might jeopardize


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or limit HP’s proprietary interest in its Marks. Failure to comply with the requirements of this Section will be considered a material breach under this Agreement. Upon the termination of the Agreement, Region 4 ESC will promptly cease all use of HP’s Marks.


Aligned certificate of insurance terms with HP umbrella insurance policy.

13.7 Legal Obligations: It is the Offeror’s responsibility to be aware of and comply with all applicable local, state, and federal laws governing the sale of products/services identified in this RFP and any awarded contract and shall comply with all while fulfilling the RFP. Applicable laws and regulation must be followed even if not specifically identified herein.

Limited HP’s legal obligations to state and federal laws applicable to the specific products and services offered for purchase hereunder.

Appendix F: Company Profile – Marketing/Sales

22 For the term of this Agreement only, Region 4 ESC may display the HP’s marks only as shown in Att 2 on CD (the “Marks”) solely to accurately identify its participation in this Agreement and in connection with its performance under this Agreement provided that Region 4 ESC agrees to (i) use the Marks only in the form and manner approved by HP, (ii) submit to HP for its prior written approval all marketing materials specific to this Agreement containing HP’s Marks; and (iii) include all proprietary notices that HP specifies be used with its

Clarifies guidelines for using HP logos.


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Marks. Any display of the Marks will inure solely to HP’s intellectual property rights in the Marks. Region 4 ESC agrees to adhere to HP’s logo or trademark guidelines (“Trademark Guidelines”) for displaying the Marks, as may be amended from time to time. If reasonably requested by HP, Region 4 ESC will expeditiously implement changes in the manner in which it uses the Marks to comply with the Trademark Guidelines of HP. Region 4 ESC agrees not to display HP’s Marks in a manner that is not accurate or in a manner that is likely to confuse or mislead as to the relationship between the parties. Region 4 ESC may not use HP’s Marks together with their own trademarks to create a composite mark. Region 4 ESC will not use HP’s Marks in a manner that compromises or reflects unfavorably upon the goodwill, good name, reputation or image of HP, or which might jeopardize or limit HP’s proprietary interest in its Marks. Failure to comply with the requirements of this Section will be considered a material breach under this Agreement. Upon the termination of the Agreement, Region 4 ESC will promptly cease all use of HP’s Marks.

Appendix H: Additional Required Documents

Doc #1: Clean Air and

Water Act

As of January 2013 and to the best of my knowledge, I, the Vendor, am in compliance with all applicable standards, orders or regulations issued pursuant to the Clean Air Act of 1970, as Amended (42 U.S. C. 1857 (h), Section 508 of the Clean W ater Act, as amended (33 U.S.C. 1368), Executive Order 117389 and Environmental Protection Agency Regulation, 40 CFR Part 15 as required under OMB Circular A-102, Attachment O, Paragraph 14 (1) regarding reporting violations to the grantor agency and to the United States Environment Protection Agency Assistant Administrator for the Enforcement.

Added date and knowledge restriction.

Doc #2: Debarment

Notice

As of January 2013, I, the Vendor, certify to the best of my knowledge that my company has not been debarred, suspended or otherwise ineligible for



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participation in Federal Assistance programs under Executive Order 12549, “Debarment and Suspension”, as described in the Federal Register and Rules and Regulations.

Doc #4: Contractor

Certification Requirements - Fingerprint

and Background

Checks

Fingerprint & Background Checks If required to provide services on school district property at least five (5) times during a month, contractor shall submit a full set of fingerprints to the school district if requested of each person or employee who may provide such service. Alternately, the school district may fingerprint those persons or employees. An exception to this requirement may be made as authorized in Governing Board policy. The district shall conduct a f ingerprint check in accordance with the appropriate state and federal laws of all contractors, subcontractors or vendors and their employees for which fingerprints are submitted to the district. Contractor, subcontractors, vendors and their employees shall not provide services on school district properties until authorized by the District.

The offeror shall comply with fingerprinting requirements in accordance with appropriate statutes in the state in which the work is being performed unless otherwise exempted.

Contractor shall comply with governing board policy in the school district or Participating Entity in which work is being performed.

The district or Participating Entity acknowledges that the contractor background check information and the results are considered personal and confidential information of the contractor and employees. Use of the background check personal and confidential information shall be limited to the business purposes set out in this section and any resultant contract, the information will not be shared with other parties, it will be reasonably safeguarded based on the nature of the information, and that it will be immediately destroyed when no longer needed.

Provided additional language setting out guidelines for background checks with HP employees and clarified additional conditions.


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Furthermore, the district or Participating Entity will be required to sign the contractor’s PDPA (Personal Data Protection Agreement) prior to any contractor employee submitting information to complete the district’s or Participating Entity’s mandatory background check process.

** The Region 4 ESC/TCPN, district, and Participating Entity must acknowledge that HP is prohibited from requiring HP employees to participate in the district’s or Participating Entity’s background check process as a condition of employment. HP employees must volunteer to participate in such background check processes. As a result, HP cannot be held liable for any scheduling delays caused by the mandatory background check process.

Attachments 9 through 11: HP Additional Terms and Conditions

HP’s acceptance of the RFP terms and conditions is subject to HP’s complete RFP response, as well as the exceptions noted therein and the HP Additional Terms and Conditions, which are especially relevant to the sale of the Products and Services proposed for purchase hereunder. For the purposes of the HP Additional Terms and Conditions the term “Customer” shall mean the entity purchasing the products or services (i.e. Region 4 ESC, TCPN, Member, or Participating Entity). HP is open to negotiate all terms and conditions, in good faith, upon award.


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HP Appendix A—Supplemental Information Please refer to the following supplemental information that was referenced throughout HP’s responses above.

• Att 1 – HP Primary Office Locations

• Att 3 – HP QBR Sample 2012

• Att 4 – HP PageWide Technology White Paper

• Att 5 – Case Studies

• Att 6 – HP Value Add Discounts

• Att 8 – HP Region 4 ESC Exceptions Table

• Att 9 – HP Region 4 ESC Additional TC

• Att 10 – HP Region 4 ESC PMPS – MPSA Additional TC

• Att 11 – HP Region 4 ESC PMPS – Schedule Additional TC

HP Office Locations (Primary)Region 4 Education Service Center

Solicitation Number 12‐56

STREET CITY STATE ZIP CODE COUNTRY

6728 Odyssey Drive Huntsville AL 35806 United States100 Capitol Commerce Boulevard Montgomery AL 36117 United States301 Techna Center Drive Montgomery AL 36104 United States2501 Technology Circle Bentonville AR 72712 United States2601 SE J Street Bentonville AR 72712 United States355 Ledgelawn Drive Conway AR 72032 United States500 President Clinton Avenue Little Rock AR 72201 United StatesBlack Mountain Communications Space (Bay Area) Santa Clara CA 95054 United StatesCerritos Towne Center Cerritos CA 90703 United States402 Otterson Chico CA 95973 United States621 Hawaii Street El Segundo CA 90245 United States950 Iron Point Road Folsom CA 95630 United States4245 and 4209 Technology Drive Fremont CA 94538 United States4211 Technology Drive Fremont CA 94538 United States4225 Technology Drive Fremont CA 94538 United States5070 Brandin Court (5020 Surrendered 12/31/12) Fremont CA 94538 United States1055 West 7th Street Los Angeles CA 90017 United States181 W Huntington Drive Monrovia CA 91016 United States181 W. Huntington Drive Monrovia CA 91016 United States1501 Page Mill Rd Palo Alto CA 94304 United States3000 Hanover St. Palo Alto CA 94304 United States310 University Avenue Palo Alto CA 94301 United States3180 Hanover Street Palo Alto CA 94304 United States3200 Hanover Street Palo Alto CA 94304 United States5758‐5794 West Las Positas Blvd Pleasanton CA 94588 United States10888 White Rock Road Rancho Cordova CA 95670 United States11135 Trade Center Drive Rancho Cordova CA 95670 United States2640 Mercantile Drive Rancho Cordova CA 95742 United States3141 Data Drive Rancho Cordova CA 95670 United States8000 Foothills Blvd Roseville CA 95747 United States7010 and 7140 N. Cajon Boulevard San Bernardino CA 92121 United States

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12770 High Bluff Drive San Diego CA 92130 United States16550 W. Bernardo Drive San Diego CA 92127 United States3970 Sherman Street San Diego CA 92110 United States303 2nd Street San Francisco CA 94107 United StatesSpear Tower San Francisco CA 94105 United States160 E. Tasman Drive San Jose CA 95134 United States1701 Junction Court San Jose CA 95112‐1030 United StatesSan Jose International Airport San Jose CA 95110 United States2633 Camino Ramon San Ramon CA 94583 United States1140 Enterprise Way Sunnyvale CA 94089 United States1160 Enterprise Way Sunnyvale CA 94089 United States485 Potrero Avenue Sunnyvale CA 94086 United States950 and 1000 West Maude Avenue Sunnyvale CA 94085 United States3220 Executive Ridge Vista CA 92081 United States3404 E Harmony Road Fort Collins CO 80528‐9544 United States2500‐2580 55th Street Boulder CO 80302 United States333/335 Centennial Pkwy. Louisville CO 80027 United States800 Connecticut Blvd East Hartford CT 6108 United States800 Connecticut Blvd. East Hartford CT 6108 United States195 Scott Swamp Road Farmington CT 6032 United States1100 New York Avenue, N.W. Washington DC 20005 United States1331 Pennsylvania Ave., N.W. Washington DC 20004 United States707‐09 G Street, N.W. Washington DC 20001 United States800 K Street NW Washington DC 20001 United States248 Chapman Road, 1st Floor Newark DE 19702 United States6621 Southpoint Drive North Jacksonville FL 32216 United States5200 Blue Lagoon Drive Miami FL 33126 United States3450 Lakeside Drive Miramar FL 33027 United StatesTwo Resource Square Orlando FL 32826 United States11208 Blue Heron Blvd. St. Petersburg FL 33716 United States2562 Executive Center Circle East and Tallahassee FL 32301 United States

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2909 W. Bay to Bay Blvd. Tampa FL 33629 United States2475 Northwinds Parkway Alpharetta GA 30009 United States2525 Westside Parkway Alpharetta GA 30004 United States100 Crescent Centre Parkway Atlanta GA 30084 United States1180 Peachtree Street Atlanta GA 30309 United States120 Satellite Blvd. NW Suwannee GA 30004 United States3440 Gannett Ave. Des Moines IA 50321 United States3600 Army Post Road Des Moines IA 50321 United States303 Hershey Road Bloomington IL 61704 United States200 West Adams Street Chicago IL 60606 United States303 East Wacker Chicago IL 60601‐5210 United StatesEsplanade I Downers Grove IL 60515‐1050 United States7520 Georgetown Road Indianapolis IN 46268 United States8899 56th Street Indianapolis IN 46216‐1000 United States950 North Meridian Indianapolis IN 46204 United States1401 E. Hoffer Street Kokomo IN 46902 United States3400 Kent Avenue West Lafayette IN 47906 United States9225 Indian Creek Parkway Overland Park KS 66210 United States9225 Indian Creek Parkway Overland Park KS 66210 United States6700 SW Topeka Blvd. Topeka KS 66619 United States656 Chamberlin Avenue Frankfort KY 40601 United StatesUniversity of Kentucky Coldstream Research Campus Lexington KY 40503 United States10100 Linn Station Road Louisville KY 40223 United States195 E. Lincoln Trail Blvd. Radcliff KY 40160 United States1025 Bypass Road Winchester KY 40391 United States200 Clarendon Street Boston MA 2116 United States150 Cambridgepark Drive Cambridge MA 2140 United States75 William Terry Drive Hingham MA 2043 United States350 Campus Dr. Marlborough MA 1752 United States118 Turnpike Road Southborough MA 1772 United States120 Turnpike Road Southborough MA 1772 United States

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10010 Junction Drive Annapolis Junction MD 20701 United States6600 Rockledge Drive Bethesda MD 20817 United States8890 McGaw Road Columbia MD 21045‐4713 United States1362 Mellon Road Hanover MD 21076 United States1301 McCormick Drive Largo MD 20774 United States43 Landry Street Biddeford ME 4005 United StatesFairlane Business Park Allen Park MI 48101 United States1080 W. Entrance Drive Auburn Hills MI 48326 United States985 West Entrance Drive Auburn Hills MI 48326‐2722 United States100 Renaissance Center Detroit MI 48243 United StatesVerndale Office Park Lansing MI 48917 United States585 South Boulevard Pontiac MI 48341 United States1872 Enterprise Drive Rochester Hills MI 48309 United StatesWaters Business Center Phase IV Eagan MN 55121 United States2000 Regency Parkway Cary NC 27518 United States10101 Claude Freeman Drive Charlotte NC 28262 United States2610 Wycliff Road Raleigh NC 27609 United States10810 Farnam Drive Omaha NE 68514 United States10810 Farnam Drive Omaha NE 68514 United States7 Eagle Square Concord NH 3301 United States200 Connell Drive Berkeley Heights NJ 7922 United States21‐00 Route 208 Fair Lawn NJ 7410 United StatesParkers Creek Business Park Mount Laurel NJ 8054 United States5 Vaughn Drive Princeton NJ 8540 United StatesCentral Business District Rio Rancho NM 87144 United States9850 Double R Boulevard Reno NV 18135 United States54 State Street Albany NY 12207 United States520 Columbia Drive Johnson City NY 13790 United States290 Elwood Davis Road Liverpool NY 13088 United States90 Crystal Run Road Middletown NY 10941 United States1 Whitehall Street New York NY 10044 United States

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2 Penn Plaza New York NY 10121‐0001 United States440 Park Avenue South New York NY 10016 United States556 West 22nd Street New York NY 10011‐1108 United States620 Eighth Avenue New York NY 10018 United States81 Main Street White Plains NY 10601 United StatesBeavercreek Greene Town Center Beavercreek OH 45440 United States300 East Sixth Street Cincinnati OH 45202 United States4440 Lake Forest Drive Cincinnati OH 45242 United States50 West Town Street Columbus OH 43215 United States4646 Needmore Road Dayton OH 45424 United States5555 Glendon Ct., Suite 100 & 200 Dublin OH 43016 United States975 Eastwind Drive Westerville OH 43081 United States31011 Viking Parkway Westlake OH 44145 United States2401 NW 23rd Street Oklahoma City OK 73107 United States4000‐4002 Mingo Road Tulsa OK 74116 United States7400 North Lakewood Tulsa OK 74117 United States4070 27th Court SE Salem OR 97302 United States225 Grandview Avenue Camp Hill PA 17011 United States225 Grandview Avenue Camp Hill PA 17011 United States5000 Letterkenny Road Chambersburg PA 17201 United States1187 Thorn Run Extension Coraopolis PA 15108 United States875 First Avenue King of Prussia PA 19406 United States1550 Liberty Ridge Drive Wayne PA 19087 United States301 Metro Center Boulevard Warwick RI 2886 United States1628 Browning Rd. Columbia SC 29210 United States455 Industrial Boulevard LaVergne TN 37086 United States425 Sanford Road LaVergne TN 37086 United StatesMid‐South Logistic Center IV LaVergne TN 37086 United States14231 Tandem Boulevard Austin TX 78728 United StatesTravesia Corporate Park (Building Two) Austin TX 78728 United States2020 McDaniel Drive Carrollton TX 75006‐8347 United States

5




2200 Ross Avenue Dallas TX 75201 United States2323 Bryan Street Dallas TX 75201 United States7730 Market Center El Paso TX 79912 United States7777 Market Center El Paso TX 79912 United States11445 Compaq Center Houston TX 77070 United States1021 Main Street Houston TX 77002 United States1925 West John Carpenter Freeway Irving TX 75063 United States5400 Legacy Drive Plano TX 75024 United StatesNorth Pointe Business Park American Fork UT 84003 United States2580 S. Decker Lake Blvd. Salt Lake City UT 84119 United States2620 and 2580 South Decker Lake Blvd. Salt Lake City UT 84119 United States1600 N. Beauregard St. Alexandria VA 22311 United States44480 Hastings Road Ashburn VA 20147 United States14000 Thunderbolt Place Chantilly VA 22021 United States5113 Leesburg Pike Falls Church VA 22041 United StatesWhite Oak Technology Park Sandston VA 23150 United States7001 Technology Blvd. Sandston VA 23150‐5016 United States8075 Leesburg Pike Vienna VA 22182 United States8075 Leesburg Pike Vienna VA 22182 United States312 Hurricane Lane Williston VT 5495 United States14475 N.E. 24th Street Bellevue WA 98007 United StatesWorld Trade Center Seattle WA 98121‐1692 United States701 Pike Street Seattle WA 98101 United States1115 SE 164th Vancouver WA 98683 United States13890 Bishops Drive Brookfield WI 53005 United States1350 North Parker Drive Janesville WI 53545‐0782 United States208 East Olin Ave Madison WI 53713 United States313 Blettner Boulevard Madison WI 53717 United States4521 Helgesen Drive Madison WI 53718 United States3200 Kanawha Turnpike South Charleston WV 25303 United States

6

Technical white paper

HP PageWide Technology

Breakthrough speed, professional quality

Table of contents

4 Breakthrough speed, professional quality

5 How HP PageWide Technology achieves breakthrough speed

5 How ink printing works

5 HP inks—a recipe for quality

6 Moving the ink from printhead to paper

7 Building a pagewide printhead

7 HP Scalable Printing Technology

7 A pagewide printhead

8 Managing 42,240 nozzles

9 Nozzle substitution

10 Printhead servicing

11 Ink and paper, working together

11 HP pigment inks

11 Papers with ColorLok® Technology

12 Moving the paper

14 Achieving high print speeds and fast first page out

14 Conserve resources—save energy and money

14 Summary

Technical white paper | HP PageWide Technology

3

Business moves fast. Professional impressions are paramount. Exceptional office printing helps set the pace, pushes projects forward, makes workteams more efficient, and improves the bottom line.


4

Breakthrough speed, professional quality

Using breakthrough HP PageWide Technology, HP Officejet Pro X Series desktop printers and MFPs deliver up to twice the speed1 at up to half the printing cost compared with color laser printers.2 This new class of devices offer the best of both ink and toner technologies, including:

• Fast printing speed, up to 70 pages per minute in General

Office quality mode • Powerful savings—up to 50% lower cost per page than color

laser printers2

• No-compromise print quality, reliability, and energy savings • Compatibility with corporate enterprise networks for

management and workflow solutions3

Original HP pigment inks deliver superb output quality and resist smearing on a broad range of papers. Plus, offices save money through low acquisition and operating costs and can save additional money and resources with an ENERGY STAR® qualified device.

1 Comparison based on manufacturers’ published specifications of fastest available color mode (as of March 2012) and includes color laser MFPs <$1000 USD MSRP and color laser printers <$800 USD MSRP available March 2012 based on market share as reported by IDC as of Q1 2012 and HP internal testing of printer in fastest available color mode (sample 4-page category documents tested from ISO 24734). For more information, see www.hp.com/go/printerclaims.

2 Cost per page (CPP) claim is based on the majority of color laser MFPs <$1000 USD MSRP and color laser printers <$800 USD MSRP as of March 2012, ISO yield based on continuous printing in default mode based on market share as reported by IDC as of Q1 2012. CPP comparisons for laser supplies are based on published specifications of the manufacturers’ highest capacity cartridges. CPP based on HP 970XL/971XL ink cartridges estimated street price. For more information, see www.hp.com/go/learnaboutsupplies.

3 Supports HP PCL 6, HP PCL 5c, HP postscript level 3 emulation, native PDF printing (v 1.7), HP Universal Print Driver, HP Web Jetadmin, HP Imaging and Printing Security Center. Additional workflow solutions available through HP’s certified software and third-party partner program. For solution details, go to www.hp.com/go/ideabook.


5

How HP PageWide Technology achieves breakthrough speed

HP PageWide Technology takes proven, advanced commercial printing technologies and scales them to a new class of multifunction printers designed to serve small workteams. More than 40 thousand tiny nozzles on a stationary printhead that spans the width of a page deliver four colors of Original HP pigment ink onto a moving sheet of paper. Because the paper moves and the printhead doesn’t, HP Officejet Pro X Series printers are quiet and dependable offering laser-fast print speeds and a rapid first page out.

The HP Officejet Pro X Series comes standard with built-in duplex printing capability, two input trays, and copy, scan, and fax functionality on multifunction models.

The key elements of the HP PageWide Technology platform producing high print quality, speed, and reliability include:

• A pagewide array of 42,240 nozzles that produce ink drops with uniform drop weight, speed, and trajectory

• 1,200 nozzles-per-inch native resolution for consistently high print quality

• HP Pigment Inks that provide controlled ink-paper interactions, high color saturation, dark, sharp, and crisp text, and rapid drying

• Precise control of paper motion for dependable print quality and reliable operation

• Automatic nozzle health sensing, active and passive nozzle substitution, and automatic printhead servicing for dependable print quality

How ink printing works

The basic elements of ink-based digital printing are colorants, the process for transferring colorant to the paper, and office papers.

HP inks—a recipe for quality

Colorants form the image on paper by reflecting light at specific wavelengths to produce distinct colors. Colorants can be made of dyes, pigments, or a mixture of both.

Dyes are composed of individual molecules, whereas pigments are tiny colored particles whose diameter is about a wavelength of visible light. Both can produce bright, colorful images. However, pigments offer superior color saturation, black density, fade resistance, and smear resistance (for example, from water and highlighters) on office papers and coated brochure papers. These attributes make pigments the colorant of choice for HP LaserJet toners and for the HP inks used in HP Officejet Pro X Series printers.

In order to produce colorful graphics and images along with sharp, crisp lines and text, the colorant must remain at or very near the paper surface. If colorant moves across the surface or penetrates too deeply into the sheet, then lines and text won’t be sharp, blacks won’t be dark, and colors won’t be vivid. To achieve high print quality, colorants must rapidly immobilize in a thin surface layer immediately after they reach the paper—a primary factor in the high quality produced by HP LaserJet printers and HP Officejet Pro X Series printers.


6

Moving the ink from printhead to paper Unlike HP LaserJet toners, which are dry powders, inks are liquids during storage and delivery to the paper, and they behave like liquids for a short time on the paper surface. Inks are composed of colorants and a clear liquid, called the “ink vehicle”, that carries the colorants to the paper. The ink vehicle in HP pigment inks is primarily water, but it also contains ingredients required for consistent, reliable drop ejection and for controlling interactions between the ink and paper. Ink travels to the paper surface in tiny, 6 picoliter drops. There are one trillion (1,000,000,000,000) picoliters in a liter, and a gram of ink yields about 170 million 6 picoliter drops. The printhead ejects drops one at a time through individual nozzles, and each drop must emerge at a consistent weight, speed, and direction to place a correct-sized ink dot in the correct location.

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An HP Thermal Inkjet printhead has no moving parts. Nothing moves except the ink itself. Inside the printhead, shown by the cutaway diagram in Figure 1, an electrical pulse lasting about a microsecond heats a tiny resistor in the drop generator—a three-sided chamber with a refill channel and nozzle—that is filled with ink. A thin layer of ink vaporizes to form a bubble that expands to propel a drop out of the nozzle at around 10 meters (33 feet) per second. The bubble acts like a tiny piston, rising out of the floor of the chamber to push ink through the nozzle overhead. As the bubble collapses, after about 10 microseconds, it breaks the ink stream into a droplet and draws fresh ink into the chamber refilling it for another cycle (shown by the black arrow in Figure 1). After leaving the printhead, the ink drop flies about 1 mm to produce a dot in a precise location on the paper. This process can repeat tens of thousands of times per second in each drop generator.

Figure 1: Cutaway view of an SPT-based drop generator Figure 2: HP pigment ink on HP Multipurpose Paper with ColorLok® Technology

(Image source: HP)

Once on the paper, pigments must quickly immobilize to produce sharp text and lines and to achieve high color saturation and black optical density. HP pigment inks quickly separate the pigments from the ink vehicle to prevent color and black inks from mixing at the boundaries of lines and characters. The printed image dries as volatile components of the ink vehicle (primarily water) evaporate and leave the pigments behind. Figure 2 shows a cross-section view of HP pigment ink on HP Multipurpose Paper with ColorLok® Technology. A thin, conformal film of pigments is seen on the paper surface along with the internal structure of the paper. The chemistry of ColorLok® Technology holds the pigments at the paper surface, enabling HP pigment inks to deliver color and black imaging performance comparable to HP LaserJet toners.


7

Building a pagewide printhead

HP Scalable Printing Technology

The dependable print quality, speed, and reliability of HP Officejet Pro X Series printers is made possible by HP Scalable Printing Technology (SPT)—the latest generation of HP Thermal Inkjet technology that employs ultra-precise and proven materials, design rules, and manufacturing processes.

SPT brings to printhead manufacturing the benefits of large-scale, precision processes developed for the production of integrated circuits. With SPT, all parts of the printhead, from thin-film integrated circuits to thick-film fluidic structures, are defined using a process known as photolithography, which can define very small structures. The ink passages, chambers, and nozzles in SPT printheads are produced with sub-micron precision to deliver every drop with uniform volume, speed, and trajectory for consistent image quality.

Figure 1 presents a schematic, cutaway view of an SPT-based Thermal Inkjet drop generator. On a silicon substrate, thin-film layers produce integrated electronic circuits and the resistors (or heaters) used to eject drops. A feed slot fabricated through the silicon (seen at the lower right) provides the ink supply to arrays of drop generator chambers placed on either side of the feed slot.

The pagewide printhead is designed to last the lifetime of an HP Officejet Pro X Series printer, and its reliable operation depends on robust contamination resistance. SPT enables the placement of tiny pillars (shown in Figure 1) that act as an ink filter, forming a barrier to particles that could enter and clog the drop generators.

The drop generator chamber and the orifice (nozzle) plate are made of the same photoimageable polymer (shown in a tan color). To give a sense of scale, the thickness of the chamber and orifice plate is less than a human hair (~50 microns). This integrated structure is built up from the silicon through several steps involving polymer deposition, exposure, and development. To help ensure a long service life, the thin-film layers on the silicon substrate, ink feed slot, chamber, and orifice material all have high resistance to chemical interaction with the inks.

A pagewide printhead

HP’s pagewide, 4-color writing engine assembly is shown in Figure 3. Ink cartridges for black, magenta, cyan, and yellow inks plug into ink fittings at the top of this assembly that provides pressure regulation and filtration for each ink. It also senses when the cartridge is running low or out of ink. Cartridges can be changed easily: an informational animation on the printer control panel describes this process.

The printhead has 10 HP Thermal Inkjet chips, called dies,4 placed upon rigid, dimensionally stable, injection-molded plastic carriers. The carriers precisely align each die in the array and provide interfaces for the ink. Figure 4 shows a bottom view of the writing engine assembly with the printhead visible.

Figure 3: Pagewide writing engine assembly

Figure 5 shows a close-up view of a die and its neighbor. Each die has 1,056 nozzles for each of four ink colors, totaling 4,224 nozzles per die and 42,240 nozzles on the printhead. The nozzle array for each ink is formed from two columns of drop generators on either side of an ink feed slot fabricated through the die (see Figure 5). The polymer material that forms the orifice plate and drop generator chambers is transparent, so the drop generator chambers and the surface of the die with its four-ink feed slots are visible in Figure 5. The printing order, seen top-to-bottom in Figures 4 and 5, is black, magenta, cyan, yellow (KMCY).

4 The term “die” comes from integrated circuit manufacturing and means a silicon chip. HP Thermal Inkjet printheads start out as silicon wafers with integrated electronics and heaters.


8

Figure 4: Pagewide writing engine assembly, bottom view

Figure 5: Detail of an HP Thermal Inkjet die

Figures 4 and 5 show the stainless steel shroud that seals around the dies. The shroud provides a flat surface for the service station to cap and wipe the printhead. Electrical connections are made by bonding a flexible circuit to interconnect pads on the sides of each die. These bonds are protected by the (blue) bead of epoxy seen in Figure 5. The flexible circuit carries signals and power between each die and a printed circuit board on the writing engine assembly (seen in Figures 3 and 4). In addition to the drop generators, each die has integrated electronics for signal-processing and power-control. Only 10 electrical interconnections5 to each die are needed to operate 4,224 nozzles. Data rates into each die can exceed 100 megabits per second. As seen in Figures 4 and 5, dies are staggered and overlap by 30 nozzles at each end. For the dot rows in the overlap zones, the printhead uses nozzles on both dies to suppress any print artifacts at the die boundaries. The print swath spans 8.575 inches (217.8 mm), allowing HP LaserJet margins6 on US Letter A and US Legal (8.5 inches) and ISO A4 (8.27 inches) formats. For each of the four colors, the print swath is 10,290 dot rows spaced at 1,200 dots per inch across the printhead. Managing 42,240 nozzles HP PageWide Technology periodically tests the performance of all 42,240 nozzles on the printhead to help maintain dependable print quality. This automatic process finds nozzles that are not performing within specifications, and also checks each nozzle frequently so that it catches and corrects any failures that could affect print quality. HP Officejet Pro X Series printers use optical sensors to calibrate the printhead, measure nozzle performance, and monitor paper motion. These sensors are placed on a small carriage that scans across the paper and printhead. A paper sensor scans printed diagnostic test patterns, and the writing system controller uses this information to electronically compensate for die-to-die alignment tolerances and variations in drop volume that could produce visible print artifacts. This sensor also detects the edge of the sheet as it moves into the print zone. A printhead sensor, developed specifically for HP Officejet Pro X Series printers, measures individual drops in flight as part of a system that provides robust print quality by substituting good nozzles for those that do not meet operating specifications. Pagewide printing arrays, whether in a toner- or ink-based printer, can produce streaks along the paper axis when dots are missing or misplaced. With ink, a bad nozzle typically produces a light streak that is visible in the dark and mid-tone areas of monochrome images; a light or colored streak may appear in color graphics and images. With 1,200 nozzles per inch across the page, missing or misplaced black dots from one or more isolated bad nozzles will generally have little or no visible effect on black text. Because text is printed at high density, the spread of ink into the missing dot row from neighboring dots will suppress a streak. The problems with bad nozzles can be suppressed by nozzle substitution, by which the immediate neighbors of a bad nozzle take over printing its dots. For the printing system to perform automatic nozzle substitution, it must determine precisely which nozzles are good and which are bad.

5 With redundant power and ground connections, there are 16 physical conductors.

6 LaserJet margins are 1/6 inch.

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Passive nozzle substitution makes direct use of HP Thermal Inkjet’s high nozzle density: if one nozzle fails, the surrounding nozzles compensate. With 1,200 nozzles per inch, there are two nozzles for each ink color that can print within a 600 x 600 grid,8 and neighbor nozzles are at most 1/1,200th of an inch (21 um) from the affected dot row.

Passive substitution is shown schematically for the nozzle printing column “b” in Figure 7. Nozzle failure could potentially produce the white streak shown in the lower half of the figure. But, with ink spread from the neighboring dots, the white streak is substantially smaller than a full 1,200 x 1,200 square. In fact, dot spread may completely close up the white space, making a single nozzle failure practically invisible. In any case, this defect will usually be difficult to see in normal-size text. After this nozzle failure is detected, active nozzle substitution is employed for row “b” in the upper half of the figure.

Active nozzle substitution uses a nozzle-out lookup table compiled from the results of several BDD measurements over time. Some nozzles may remain out while others recover after printhead servicing. The lookup table is processed to select nozzles that can take over printing from a failed nozzle. This may require double the drop rate from the substituting nozzles. In some cases, drops of other ink colors can be substituted in the same and neighboring dot rows. In this way, active nozzle substitution can effectively handle situations where two or more adjacent nozzles have failed.

Figure 7 shows two cases of active nozzle substitution: one black nozzle out (row “b”) and three adjacent black nozzles out (rows “e”, “f”, and “g”).

For a single black nozzle out in row “b”, active substitution prints dots using neighboring black nozzles from rows “a” and “c”. The upper half of Figure 7 shows this schematically with black dots highlighted here by a red outline. Alternating dots between rows “a” and “c” reduces the visibility of the white space and breaks up a dark line that might otherwise be visible if dots were substituted only on one side of row “b”.

If three or more adjacent nozzles are out, active nozzle substitution uses both black and color inks. For example, consider black nozzles out in rows “e”, “f”, and “g” in Figure 7.

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In the lower half of Figure 7, having three adjacent empty dot rows could produce a visible white streak as shown. Three adjacent dot rows are too large a gap to be effectively handled by passive nozzle substitution. After the failures are detected and processed into the nozzle-out lookup table, active nozzle substitution is applied as shown in the upper half of the figure. Good neighboring black dots (shown highlighted by a red outline) are substituted in rows “d” and “h”. Row “f” is printed with composite black dots, indicated schematically by dots with a red outline and dark gray fill, from the printhead’s cyan, magenta, and yellow nozzles that print in row “f”. (The printed dots are not actually gray – gray is shown only for the purpose of illustration.) Printhead servicing Periodic printhead servicing is an essential part of reliable print quality. It keeps good nozzles working and may be able to recover bad ones. HP Officejet Pro X Series printers feature a built-in service station cassette9 that performs four key functions: printhead capping, nozzle conditioning, nozzle plate wiping, and ink containment used for servicing. While printhead servicing is automatic, a user may initiate a printhead cleaning cycle, if required. Figure 8 shows the cassette and calls out the key components. When the printhead is not in use, it is capped to prevent ink from drying and clogging the

Figure 8: Printhead service station cassette nozzles. Capping provides a humid storage environment that keeps the inks liquid in the nozzles at a viscosity that allows drops to be ejected. The cap presses against the printhead’s stainless steel shroud and seals around the dies without touching them.

8 For example, a 600 x 600 dpi print mode.

9 The service station cassette is designed for the life of the printer and is not user replaceable.

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13

The HP Officejet Pro X Series paper transport incorporates a number of innovations that enable cost-effective, precise paper motion control. These include:

• A gear train with precision-matched pitch diameters

• Precision, low-cost bearings

• Servo-controlled overdrive of specific rollers

• Precision roller diameters

• Star wheels

• Drive shaft biasing to prevent backlash

Users have come to expect low rates of pick and jam failures from HP LaserJet solutions. HP adapted paper pick mechanics and paper supply tray spring-plate designs from high-end HP LaserJets to give HP Officejet Pro X Series printers pick and jam failure rates measured in single events over several thousand pages—similar to HP LaserJets.

Under steady-state conditions, constant paper velocity in the print zone is relatively easy to produce. In cut-sheet paper handling, however, a sheet’s leading or trailing edge is almost always moving into or out of a set of elastic rollers, and this can disrupt smooth paper motion. If not properly controlled, edge transitions produce paper velocity variations in the print zone that can appear as dark or light bands and irregular lines. The paper transport in HP Officejet Pro X Series printers is designed to effectively handle edge transitions and maintain controlled paper motion through the print zone.

Uncontrolled movement of paper along any axis of motion or rotation translates into dot placement errors on the sheet. Motion in the paper feed direction and movements that affect printhead-to-paper spacing are of particular concern. Multiple hold-down features are incorporated into the paper transport design to stabilize and constrain the paper.

A dual reverse-bow is introduced in the paper on the input and output sides of the paper transport, as seen in Figure 9. This effectively holds paper against the platen and prevents the paper’s leading and trailing edges from lifting while entering and exiting the print zone.

The high rate of ink application on paper from a pagewide array means that the ink is still wet when it leaves the print zone. Damp paper loses stiffness, so it must be handled carefully to avoid smearing ink. The paper path design addresses issues associated with handling a damp sheet by guiding the paper with star wheels—thin, metal gears that only touch the paper with sharp points, so they can roll over wet areas without leaving ink tracks. Although HP has used star wheels in printers for many years, they have not been used extensively to drive damp paper around tight corners inside a printer. The paper path for HP Officejet Pro X Series printers uses more than 300 star wheels to precisely control paper motion.

HP Officejet Pro X Series printers have an active flap near the output tray that controls curl as the printer ejects paper. The flap is closed when the printer is not printing. It opens partially when printing with high ink densities in dry environments—when more curl might occur— and opens fully under other conditions to control moderate curl.


Quality Mode

Simplex Pages/min.11

Duplex Pages/min.11

General Office Up to 70 Up to 33

Professional— ISO (default)

Up to 42 Up to 22

Mode Officejet Pro X551dw Series

Off 0.14 W

Sleep 0.95 W

Standby 9 W

Operating 48 W

Achieving high print speeds and fast first page out

The data processing architecture for HP Officejet Pro X Series printers was designed to support the high printing speeds from the pagewide printhead as well as provide fast first page out. Throughput of HP Officejet Pro X Series printers in General Office and Professional (default) modes are shown in the table at left.

First-page-out time—measured from the moment of selecting “Print” to the drop of the first page into the output tray—depends on a number of factors including host processor speed, interface type, network speed and network traffic, document complexity, and printer status (active, standby, sleep). From standby, HP Officejet Pro X Series printers take less than 10 seconds to put out an ISO standard page.12

Conserve resources—save energy and money

HP Officejet Pro X Series printers meet ENERGY STAR® guidelines and offer users low operating and standby power requirements and a low Typical Energy Consumption (TEC)13

of only 0.6 kilowatt hours (kWh) per week.14

HP PageWide Technology saves significant power by eliminating the fuser required for toner- based printing technologies.

The table at left lists average power requirements for the HP Officejet Pro X551dw printer for different modes.15

Summary

HP Officejet Pro X Series printers bring the best of toner- and ink-based printing to small workteams by delivering high levels of reliability, color and black print quality, and productivity. These printers offer low product acquisition costs, have low total energy consumption, and produce color pages at up to twice the speed1 and up to half the printing cost2 compared with color laser printers.

HP PageWide Technology breakthroughs enable the high performance and robust print quality of HP Officejet Pro X Series printers. Exceptional features include a pagewide printhead with a nozzle density of 1,200 per inch for each of four colors, controlled ink- paper interactions using HP pigment inks, precision paper motion control, automatic nozzle performance measurement, active and passive nozzle substitution, and automated printhead service routines that can restore nozzle operation.

For more information about HP Officejet Pro X Series printers, visit hp.com/go/officejetprox.

11 Measured after the first set of ISO test pages. For more information, see www.hp.com/go/printerclaims.

12 For details, see www.hp.com/go/printerclaims.

13 TEC is based on ENERGY STAR measurement protocols. For more information, visit www.energystar.gov. 14 Preliminary result subject to change based on simplex printing in Professional mode, 32 jobs per day, 25 pages per job.

15 Power requirements depend on printer configuration and installed accessories. See product data sheets for specific values.

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GENERAL MILLS HP Managed Print Services helps food giant redirect resources to growth and innovation

OBJECTIVE:Support corporate initiatives aimed at cost control, innovation and sustainability

APPROACH:Integrate HP Managed Print Services incorporating HP Access Control and HP ePrint Enterprise

IT IMPROVEMENTS:• HP Access Control enhances print

security and reduces waste• HP ePrint Enterprise enables cloud

printing via mobile devices• HP Web Jetadmin software facilitates

remote management and monitoring, group printer policies, and printer alerts

• HP Universal Print Driver simplifies printer driver management

BUSINESS BENEFITS:• $1.1 million in annual savings, more

than 50% cost reduction• Support for corporate FUSE and

sustainability commitment• Secure print solution with HP Access

Control• Default duplex printing at 61%• 10 million fewer pages printed annually• Improved printer reliability (more than

98% uptime)• Reduced energy use for printing

“HP Managed Print Services is not only saving money for General Mills, but giving us more flexibility in the way we work day-to-day. Managed print is evidence that we’re truly getting the benefits we expect from a key corporate partner.”

—Mike Hon, Manager, Technology and Document Solutions, General Mills

For more than a century, General Mills has proven itself as an innovative leader in the food products industry. Beginning with Gold Medal Flour in 1880, it has long aimed to have its brands occupy top market position.

Consistent with its mission of “Nourishing Lives,” General Mills has thoughtfully identified ways to simplify its operations, drive out cost, and redirect its resources toward initiatives that provide value to customers and employees.

HP Managed Print Services (MPS) was initiated by General Mills to streamline and support its key corporate initiatives. By simplifying print management using HP Managed Print Services, General Mills is saving more than $1 million per year—more than a 50% reduction compared to its pre-MPS cost per printed page. The savings continue to grow.

HP CUSTOMER CASE STUDY:General Mills supports its sustainability, innovation and Holistic Margin Management strategy with HP MPS

INDUSTRY:Manufacturing

http://h20621.www2.hp.com/video-gallery/us/en/622bebc6ce3188f9557359bcbc3dd64073632a1e/r/video

2

CUSTOMER SOLUTION AT A GLANCE

PRIMARY APPLICATIONSGeneral office printing, copying, faxing

PRIMARY HARDWARE• HP CM8060 Color MFP• HP LaserJet M4345 MFP• HP Color LaserJet

CM4730 MFP• HP LaserJet M5035 MFP• HP LaserJet 4250 printer

PRIMARY SOFTWARE • HP Web Jetadmin• HP Universal Print Driver• HP Access Control• HP ePrint Enterprise

HP SERVICES• HP Managed Print

Services

Simplified print management is also helping General Mills in achieving larger corporate initiatives. “HP Managed Print Services is not only saving money for General Mills, but giving us more flexibility in the way we work day-to-day,” says Mike Hon, Manager, Technology and Document Solutions at General Mills. “Managed print is evidence that we’re truly getting the benefits we expect from a key corporate partner.”

HP MPS SUPPORTS HMM, FUSE INITIATIVESWhat truly sets General Mills apart when it comes to print management is how the company uses HP MPS not just to cut costs, but also to achieve strategic objectives. These include General Mills’ Holistic Margin Management strategy and its innovative approach to creating the mobile workplace of the future: the Flexible User Shared Environment (FUSE) initiative.

Through the company’s Holistic Margin Management strategy, General Mills delivers value by focusing on what matters most to its consumers and identifying ways to reduce waste across its operations. The resulting savings are reinvested in value-creating opportunities that drive the company’s top line growth. The annual savings of more than $1 million from HP MPS are routed directly into other projects that help build the company’s brands and keep its products affordable for consumers.

Flexible User Shared Environment (FUSE) recognizes that traditional, fixed offices are not always the most effective places for employees to work. So FUSE replaces employee offices and cubes with a whole different paradigm. Most employees in FUSE no longer have a traditional office space at General Mills’ headquarters; rather, employees choose work space based on what suits their needs at that moment.

“If I need an office with a door on it for a private meeting, I can come in and use that office. Or if I need to collaborate with a team, I can go to an area with a table and use that space. There are various options that determine where I go and how I’ll work,” explains Hon.

“Employees now have the flexibility of working where and how they choose—in the numerous office options, at home, and on the go,” he says. “The technology behind the scenes makes it seamless.”

Initial surveys indicate FUSE is meeting its goals. After moving into the FUSE environment, groups have reported measureable increases in decision speed, collaboration, flexibility and productivity.

HP PRINT TOOLS ENABLE EMPLOYEE MOBILITYHow does HP MPS help General Mills make FUSE work? First, HP Access Control (HPAC) facilitates employee mobility by enabling employees to print their work anywhere on the network. With HPAC, when employees send a job to print, the network routes it to a print queue rather than an individual printer. The employee can go to any printer, swipe his or her employee ID badge, and the job is automatically released to that printer.

Regardless of where employees choose to go and work on a given day, they send a print job to the master print queue, go to a nearby printer, and release the job.

Expanding on that, General Mills has implemented HP ePrint Enterprise for printing from mobile devices. Employees use HP ePrint Enterprise to print from mobile devices—like smartphones and tablets. They can send a print job to a General Mills printer from where they work—their home, an airport or hotel, or even a moving taxi—and the job travels within their secure network processed via HP ePrint Enterprise and waits in the HP Access Control print queue at General Mills. When they arrive at their office, they go to a printer, swipe their badge, and only then does HP Access Control release the print job.

“The combination of HP Access Control and HP ePrint Enterprise gives us the flexibility to deploy a print environment that is uniquely suited to the needs of our mobile workforce,” says Hon. “Employees are able to print from virtually anywhere to anywhere, including their mobile devices, and all within their normal work process.”

COST, ENVIRONMENTAL BENEFITS GO HAND-IN-HANDHP MPS also supports General Mills’ commitment to be a good steward of the environment.

HP MPS has helped the company reduce its paper use by some 10 million pages per year. That improvement results from use of HP Web Jetadmin software to implement default duplex printing (now up to more than 61% of all printing), use of HP Access Control to reduce waste, using scan-to-email or scan-to-folder features of HP MFPs to distribute documents electronically, and an education effort encouraging employees to ask themselves whether printing any given document is a necessity.

“Managed Print Services from HP has brought innovation to print management at General Mills, and helped us manage our margins by helping us drive down print costs globally.”

—Sue Simonett, VP Information Technology, General Mills

3

Energy use is also down. Fewer printers consume less energy. Networked HP printers and MFPs are also managed by HP Web Jetadmin software to go into energy-saving sleep mode when they’re not in use. And with less printing overall comes less use of energy.

SUPPORTING INNOVATION, BRAND LEADERSHIPThe story of MPS at General Mills grew out of HP’s long-standing relationship with the food giant as one of a few select vendor partners. HP is the primary vendor for servers, PCs and printers, and also supplies General Mills with networking products and technology management software. HP technology meets the company’s end-to-end technology needs across the enterprise.

“We expect many things from our partners, from innovation, seeking feedback into what we want in products, incorporating that feedback into new generations of products, and teaching us about their technology,” says Sue Simonett, VP Information Technology. “Managed Print Services from HP has brought innovation to print management at General Mills, and helped us manage our margins by helping us drive down print costs globally.”

Working with HP, General Mills reduced its fleet of printers by two-thirds, removing over 1000 printers from its world headquarters. It replaced personal printers, copiers and fax machines with workgroup devices including HP multifunction printers. Reliability increased to more than 98%. New functionality created welcome improvements.

The fleet reduction quickly netted some $750,000 in annual savings. Implementing HP print management tools such as HP Web Jetadmin software and HP Access Control, and using those tools to institute new print standards—such as defaulting to duplex printing and black-and-white printing whenever possible—the company further reduced its annual print costs by another $250,000.

Following those initial successes, the company renewed its HP MPS contract with HP, reducing its print operating costs by another 10%. Total annual savings now stand at over $1.1 million.

SIMPLIFYING PRINT MANAGEMENT WITH HP TOOLS How did it achieve all that? The answer is primarily through optimization and more automated management of the printing fleet. General Mills optimized its fleet of printers by reducing the number of devices and standardizing on more capable multifunction printers, eliminating the need for dedicated copiers and fax machines. HP management tools have helped automate print management.

“HP MPS has simplified print across the board for General Mills,” says Jeff Ellman, Technical Specialist, Global Infrastructure Services.

Among the keys to simplification: the ability to manage printers remotely using HP Web Jetadmin software. “With HP Web Jetadmin you manage everything centrally. We’re able to group printers together, organize them and configure them remotely with group templates,” he explains. That enables Ellman to push out print policies to facilitate scan-to-folder and other capabilities. The HP Web Jetadmin software-reporting feature enables Ellman’s staff to monitor printing levels by location, by device, or even by user.

HP Web Jetadmin software also generates alerts on each device. Printer alerts are configured to enable proactive response to printer issues. “Alerts help us work with HP on a fix before a printer actually goes down—to fix the devices before they break,” says Hon.

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The software helps the service desk to remotely reset a device, or to provide diagnostic input, without having to visit it physically. “With HP Web Jetadmin, they don’t have to go to the printer; they can see its status on the screen and act to restore service remotely in many cases,” says Ellman.

Another HP tool that simplifies print management is the HP Universal Print Driver (UPD). The UPD eliminates the need to install discrete drivers on a PC for each printer an employee might use; instead, the UPD works with any HP printer on the network.

“It has generated significant time savings,” says Ellman. “Before, we had so many different drivers and so many different versions of those drivers. Maintaining them on a server took a whole team. Going to one driver expanded the capacity of our team so we could focus on other priorities.”

HP Access Control, in addition to helping to facilitate FUSE, enhances print security by eliminating the risk of having confidential information printed and never picked up by the user. It also reduces print waste, again by eliminating print jobs that are printed but never retrieved by the creator. And it contributes to simplifying print management by reducing the number of print queues at General Mills’ headquarters. “Everything goes to a single print queue,” says Ellman.

HP ePrint Enterprise provides the same security as HP Access Control, since print jobs are emailed to an HPAC print queue via General Mills’ private cloud.

In combination, HP Web Jetadmin software, the Universal Print Driver and HP Access Control combine to simplify print management as never before. “With HP Web Jetadmin, you have one central place to manage all your printers. With the UPD, you have one driver for all your printers. And with HPAC, you have just one print queue to manage,” says Ellman. “Each of the HP MPS components drives efficiency and together creates a significant impact.”

BENEFITS TO GROW WITH EXPANSION OF HP MPSLooking ahead, General Mills will be expanding the use of HP Managed Print Services to more of its facilities worldwide—and is expecting to achieve greater savings.

In addition to consolidating the print infrastructure in more of General Mills’ manufacturing plants and international locations, the company is also working with HP to identify additional workflow improvements that can be implemented. One short-term goal is to transform the existing travel and expense system.

“We have the capability to handle expense reports through a paperless process with a whole new level of functionality,” says Hon. “It will save time and money. We only need to leverage the functionality of existing HP devices in order to change the workflow.

“With the HP fleet, OXP and FutureSmart technology as our foundation, we have the building blocks for the future,” says Hon.

Working with HP, General Mills will continue to drive improvements and efficiency. “Our focus is always on finding ways to redirect resources to create value,” says Simonett. “HP is helping us do that.”

“Employees are able to print from virtually anywhere to anywhere, including their mobile devices, and all within their normal work process.”

—Mike Hon, Manager, Technology and Document Solutions, General Mills

Contact the HP Reference2Win Program, 866-REF-3734 for more information© 2011-2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein.

4AA3-6750ENW, March 2012

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PACE UNIVERSITYHP Managed Print Services replaces chaos with order

OBJECTIVE:• Improve functionality of print services

for 13,000 students on three campuses• Enable printer remote management• Guarantee access to cost-effective

printer supplies

APPROACH:Implement HP Controlled Print solution based on Pharos Uniprint® print management software integrated with HP MFPs, and HP Managed Print Services supplies subscription agreement

IT IMPROVEMENTS:• Printers support new capabilities

including scan-to-email, copying• Single point of contact for support• HP Web Jetadmin software enables

remote monitoring, toner alerts

BUSINESS BENEFITS:• Availability of Original HP toner at

reduced cost• Paper waste reduced by 100,000

sheets per semester• Overall print volume reduced

by 50 percent• $80,000 in labor repurposed

to other campus needs• Flexibility to print from classrooms,

off-site locations, and retrieve jobs at any campus printer

“Pace University is very excited with the advantages this print solution has provided. It has enhanced the way we manage and deliver our printing services.”

—Tom Hull, CIO, IT services, Pace University, New York, N.Y.

Not long ago, student printing at Pace University was inefficient, costly and unpredictable. Students printed far more pages than they actually needed because free printing was essentially unlimited—including a cover sheet with every print job. Printers were unreliable and difficult for the University to manage. Sometimes they stood unused for days awaiting a new toner cartridge.

After moving to an HP Controlled Print solution including HP Managed Print Services (MPS) supplies subscription service, Pace is providing improved service to students. Students get more reliable, flexible printing from more locations, and new capabilities including copying and scan-to-email available at every print device. Pace is saving money and staff time in the process.

HP CUSTOMER CASE STUDY:HP Controlled Print solution with HP Managed Print Services supplies subscription guarantees reliable, cost-effective campus service

INDUSTRY:Higher education

2

“When we started all this, we were looking for someone who would understand our needs and work with us to meet those needs in a new way. HP listened and helped us find a better way to do things.”

—Shikha Bajracharya, director of user services, IT Services, Pace University

“HP Managed Print Services is the first truly complete print solution I have seen in the industry,” says Matt Bonilla, assistant vice president in the Office of Student Assistance. “They effectively manage every aspect of our printing needs and allow internal IT resources to be re-focused on more strategic business issues.”

MIXED PRINTERS ARE HARD TO MANAGEPace University, a private metropolitan university, serves approximately 13,000 students across three campuses in New York City, Westchester and White Plains, N.Y. The University offers degrees in liberal arts, sciences, nursing, business, education, computer science and law.

Until recently, Pace maintained a heterogeneous mix of printers in its libraries and research centers. It was a less-than-optimal, unpredictable hodgepodge of printing hardware.

“Before, in a single lab, we had three different models or brands of printers. If you were troubleshooting an issue, you knew that one technique would work for one model, but not for another,” explains Shikha Bajracharya, director of user services from the University’s IT Services group.

Many of the printers were getting old. Some were breaking down on a daily basis. IT staff couldn’t keep up with the service demand. Print queues periodically overloaded and crashed.

So Pace made a strategic decision. It would standardize on a single brand of printer. But which one? A big factor in the decision was the performance of existing HP LaserJet printers in Pace’s fleet.

“Because some of our older printers were prone to breakdowns, we often overburdened our HP printers,” Bonilla says. “They were able to withstand that extra workload. That told us everything we needed to know about the quality and reliability of HP hardware.”

Pace chose to standardize on two key HP multifunction printer (MFP) models in its libraries and research centers—the HP LaserJet M4345 MFP and HP LaserJet M3035 MFP, each equipped with print management software. Recently it also added a few HP Color LaserJet CM3530 Multifunction Printers.

MANAGED PRINT SERVICES GUARANTEES SUPPLY ACCESSEven great printers are useless without proper supplies, and that’s where the HP MPS supplies subscription agreement enters the picture. The MPS agreement guarantees the University a cost-effective, ready-to-access supply of Original HP toner that’s simple to order for next-day delivery.

“Before standardizing on HP, we had recurring issues with running out of toner. In some cases, we couldn’t find the toner we needed anywhere,” recalls Bajracharya. “The HP MPS agreement eliminates that problem. Now, we estimate how much toner we will need in a year. HP guarantees us ready access to the toner we need, at a great discount.” And by using Original HP toner, the University knows it is using supplies that are designed and manufactured to optimize the performance of its HP MFPs.

3


PRIMARY APPLICATIONSIntegrated print services solution

PRIMARY HARDWARE• HP LaserJet M4345 MFP• HP LaserJet M3035 MFP• HP Color LaserJet

CM3530 MFP

PRIMARY SOFTWARE• HP Web Jetadmin• HP Controlled Print

solution based on Pharos Uniprint® print management software

HP SERVICES• HP Managed Print

Services supplies subscription service

Pace uses HP Web Jetadmin (WJA) software to monitor toner levels in each HP printer. When toner levels fall below a predetermined level, a notification from WJA is sent to a University employee who then simply goes to the HP Print Portal customized for Pace’s use, clicks on the appropriate toner cartridge, and an order is automatically transmitted for next-day delivery to the specific campus location associated with that user. There is no longer a need to store large quantities of toner on-site.

The MPS agreement is structured as a level-pay contract. That means the University’s two-year MPS supplies agreement is paid in equal monthly installments. So the University never faces a budgetary surprise following, say, an end-of-semester run on printing when every student prints out multiple term papers and rough drafts. Instead Pace can depend on level, recurring monthly payments.

HP also helps the University meet its environmental goals. As new toner cartridges are delivered to campus through the MPS supplies subscription agreement, empty cartridges are returned to HP for recycling. Equally important, the HP print management solution significantly reduces waste.

TRACKING, MANAGING, RECOVERING COSTSIn the past, the only way to match students to their jobs was to print cover sheets. With approximately 100,000 print jobs produced per semester, cover sheets wasted a lot of paper.

Matching students to jobs this way also meant the University had to hire people to distribute the documents. For 14 hours per day, nine University staff members waited by printers to sort and distribute print jobs to students. The cost: $80,000 per year.

Pace’s solution: HP Controlled Print solution based on the Pharos Uniprint® software integrated with HP MFPs. Now students send jobs to a central print queue, rather than a specific printer. Then they go to the printer where they want to print their job and authenticate themselves by swiping their Pace OneCard (a combination student ID and campus credit card).

The printer displays all the jobs they’ve submitted, and students select the ones they want to release for printing. The need for cover sheets is eliminated, which reduces paper waste by 100,000 sheets per semester—and all the labor that was once spent sorting those print jobs. Students also have the option of simply deleting jobs they no longer need.

Students can also print from remote locations—from classrooms and dorms to off-campus housing. They either log on using their Pace OneCards or Microsoft® Active Directory® account credentials. After they submit print jobs from their laptop, HP Controlled Print solution enables them to release their jobs to whichever printer is most convenient.

REASONABLE LIMITS FOR STUDENT PRINTINGHP Controlled Print solution also helps Pace set reasonable limits on student printing. Instead of 210 free pages per week, Pace now gives each student 500 pages per semester. Beyond that limit, they are charged per page via their OneCards. The University doesn’t have to worry about administering billing and payment since it’s handled via the OneCard system.

As a result of these changes, the total number of pages printed by students dropped by half. The vast majority stay under the 500-page-per-semester limit.

“Now that students know they’ll be charged if they print too much, they’re being more careful about what they choose to print,” says Bonilla.

HP Controlled Print solution tracks users’ printing activity and periodically deletes unprinted jobs from the queue, reducing unnecessary printing and waste. For faculty and staff who make use of the library and resource center printers, the system allows charge backs so that their printing service costs are properly allocated.

“Before standardizing on HP, we had recurring issues with running out of toner. In some cases, we couldn’t find the toner we needed anywhere. The HP MPS agreement eliminates that problem. Now, we estimate how much toner we will need in a year. HP guarantees us ready access to the toner we need, and at a great discount.”

—Shikha Bajracharya, director of user services, IT Services, Pace University

“HP Managed Print Services is the first truly complete print solution I have seen in the industry. They effectively manage every aspect of our printing needs and allow internal IT resources to be re-focused on more strategic business issues.”

—Matt Bonilla, assistant vice president, Office of Student Assistance, Pace University

NEW FLEXIBILITY, CAPABILITIES FOR STUDENTSStandardization on HP MFPs has enabled Pace to reduce the number of printers used by students—but because the MFPs offer faster print speeds and are rated for more monthly throughput, students actually have access to more capacity, in more locations.

“We’ve been able to put printers not just in computer labs, but also in the library and locations where students have classes,” says Bajracharya. “It’s added some flexibility and convenience for students.”

Flexibility also comes in the form of the MFPs’ broader range of capabilities. “Students can copy and scan now. That’s a great addition for them. Before, they had to go to a high-volume copy center for copying. And because the copy center was only open from 9 to 5, it was inconvenient for some students—particularly commuters,” says Bajracharya. “Now anywhere they go to print, they can copy, too.” Students also use scan-to-email to capture and access documents electronically, without incurring the cost of a copy.

Overall, she says, the HP Managed Print solution at Pace has increased reliability and flexibility, while reducing costs. “When we started all this, we were looking for someone who would understand our needs and work with us to meet those needs in a new way,” says Bajracharya. “HP listened and helped us find a better way to do things.”

The solution also reduces the time required by Pace employees to maintain the printers. Eight full-time employees manage the University’s printers, print servers and desktops. When the campus’ old printers broke down, staff had to be dispatched to troubleshoot them.

“Our staff was spending, on average, at least four to six hours per week working on printer issues. Students were causing a lot of printer jams,” says Joe Constantino, manager of the project management office. HP MFPs are far more reliable than the University’s old printers, which reduces the need for on-site service. In addition, when the school does need professional hardware support, there is a single point of contact—HP—compared to multiple brands and multiple vendors in the past.




Contact the HP Reference2Win Program, 866-REF-3734 for more information© 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein.

Microsoft and Active Directory are trademarks of the Microsoft group of companies.

Uniprint is a trademark of Pharos Systems International.

4AA3-9448ENW, January 2012

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POLK COUNTY SHERIFF’S OFFICEHP LaserJet multifunction printers close case on printer inefficiency

OBJECTIVE:Help reduce costs, increase efficiency and security of print and copy environment

APPROACH:Consolidate from 500 inkjet printers to 230 HP LaserJet multifunction printers (MFPs) with centralized management and access control

IT IMPROVEMENTS:• Consolidate from 500 inkjet printers

to 230 multifunction devices• Eliminate need for separate copier contract• Eliminate need to download separate

drivers • Save IT staff time through centralized

management of print environment

BUSINESS BENEFITS:• Save up to $60,000 a year in ink costs • Reduce price per page up to tenfold• Enhance security of sensitive case files• Increase productivity of office workers

and IT staff• Allow deputies to print documents

wherever needed

“Before, we had a lot of oddball inkjet printers and a separate contract for copiers. With HP LaserJet multifunction printers, we save money, increase security and better support deputies on patrol.”

—John Perry, technical compliance supervisor, Polk County Sheriff’s Office, Fla.

Greater security. Better policing. Cost savings. As the Polk County Sheriff’s Office (PCSO) in Florida worked with HP to transform its IT infrastructure, a key target area was the print environment. Over time, individual inkjet printers had proliferated throughout the Sheriff’s Office, bringing high costs and workflow inefficiencies that impacted even deputies in their patrol cars. PCSO changed all that with HP LaserJet Multifunction Printers and HP Software creating a secure print environment that helps employees perform their jobs better and saves up to $60,000 a year in ink costs alone.

HP CUSTOMER CASE STUDY:Polk County Sheriff’s Office transforms print environment with HP LaserJet MFPs

INDUSTRY:Government

http://h20621.www2.hp.com/video-gallery/us/en/sss/1425958969001/r/video/

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“HP printing services came in and helped us take a new approach to printing,” says Bill Ward, PCSO IT director. “We greatly reduced the number of printers, slashed expenses and put better tools in the hands of everyone from office workers to field deputies.”

PROJECT TO IMPROVE PUBLIC SERVICE TACKLES PRINT-ENVIRONMENT INEFFICIENCIESPolk County is a mostly rural county in central Florida with approximately 600,000 citizens. Several years ago, Sheriff Grady Judd shared his vision with his IT staff of a completely integrated approach to public safety in Polk County. To accomplish this, the PCSO leveraged its alliance with HP to tackle a problem that plagues many public-service entities: the difficulty of coordinating disparate city and county law enforcement, fire and medical services to protect people from fire, crime and natural disaster. The answer was a complete overhaul of PCSO’s networking, data center, computing and print environments. Polk County continually strives to maximize use of taxpayer dollars. The print environment is a case in point.

Several years ago, there was an inkjet printer in many of the PCSO offices—500 of them countywide. The printers soaked up ink, were difficult to maintain and hindered office efficiency. For example, users had to choose what device to print to, but a deputy on the road might not know exactly where his job will take him next.

Meanwhile, they had to maintain a separate contract for copiers. This took funding and floor space, and because the machines were unconnected to the network they could not be used for printing.

“When I started here, we had a large number of inkjet printers and a separate contract with an outside company for copiers,” recalls John Perry, PCSO technical compliance officer. “Our monthly costs for ink cartridges were astronomical, and supporting all those odd little printers from an IT perspective was a big job. What’s more, users worried about jobs going to the wrong printer or being picked up by the wrong person by accident.”

HP MFPS INCREASE OFFICE PRODUCTIVITYWith assistance from HP, PCSO transformed its print environment, consolidating from 500 inkjet printers to 230 HP LaserJet MFPs, cutting ink costs up to $5,000 a month and costs per page as much as tenfold. With their combined print, copy, scan and fax functionality, these devices enabled them to discontinue their copier contract. “By going to a multifunction solution, we were able to consolidate copying and printing into one unit, which saved us floor space as well as giving more advanced printing features and higher-quality output,” Perry explains.

The HP LaserJet M9050 Multifunction Printer gives the PCSO fast, high-volume output of pages up to size 11” x 17”, allows for digital sending, supports automatic two-sided printing and has advanced finishing options including workgroup mailbox bins, stacking, stapling, booklet folding and saddle stitching. The HP LaserJet M3035 Multifunction Printer empowers work teams with send to email, send to network folder, network authentication and LDAP support embedded.

For PCSO’s 1,667 employees, the new print environment enables greater productivity. “The MFP functions such as scan-to-email improve workflows,” Perry says. “Instead of having to fax a document, now they can scan it to email and have a record that it’s been sent. To catalog files, they can just go to the MFP and send a stack of documents to the shared folders. This greatly reduces hard-copy filing cabinets and makes documents easier to retrieve.”

“A lot of our active cases have to be kept secret so nobody tips off the suspects. With HP Access Control, employees can send a job to the print queue and not worry about it going to the wrong printer or somebody else picking it up by accident.”

—John Perry, technical compliance supervisor, Polk County Sheriff’s Office

CUSTOMER SOLUTION AT A GLANCEPRIMARY APPLICATIONSPrinting all PCSO documents, including sensitive active case files

PRIMARY HARDWARE• HP LaserJet M3035 MFP• HP LaserJet M5035 MFP• HP LaserJet M9050 MFP

PRIMARY SOFTWARE• HP Web Jetadmin• HP Universal Print Driver• HP Access Control Secure Pull

Printing • Original HP Supplies

HP SERVICES• HP Care Pack• HP PurchasEdge

“HP printing services came in and helped us take a new approach to printing. We greatly reduced the number of printers, slashed expenses and put better tools in the hands of everyone from office workers to field deputies.”

—Bill Ward, IT director, Polk County Sheriff’s Office

HP ACCESS SECURE PULL PRINTING PROTECTS SENSITIVE CASE FILESThe print environment is also more secure—a must in a law-enforcement environment dealing with active case files. The PCSO uses Microsoft® Active Directory® with Kerberos-based authentication to control access to information resources. HP Access Secure Pull Printing software captures print jobs and stores them on the server’s hard drive until an authenticated user releases the job at a particular printer. This eliminates the possibility that sensitive documents will sit on printers where they might be picked up by the wrong person. This is particularly useful to deputies on patrol.

“We have over 800 deputies who travel the county every day, and they don’t have printers in their cars—they don’t need them until they get to their destinations,” Perry says. “By using HP Access Control, they are able to send jobs to the print server during their shifts, and then once they get to wherever they’re going—whether to a regional office, a booking station, even to the jail—they log into a printer and get their jobs at that printer. They no longer have to select the printer in advance or worry about their job sitting there waiting for them to come pick it up. There’s no chance the information will be compromised while located at an unattended printer.”

The HP Access Control solution supports secure roaming access and provides accounting of all printer and copier usage so that reports can be generated. More-mindful printing, as jobs are released deliberately now as needed, reduces paper waste.

HP WEB JETADMIN, HP UNIVERSAL PRINT DRIVER SIMPLIFY MANAGEMENT The HP solution not only simplifies life on patrol and in the office, it also streamlines management of the print infrastructure. The PCSO uses HP Web Jetadmin management software to centrally configure, troubleshoot, and manage its MFPs. HP Universal Print Driver provides a single driver giving users instant access to all printers. “HP Web Jetadmin allows us to streamline with standard configuration sets that we can push out to every printer at once—whereas manual configuration takes time and increases errors,” Perry says. “And, instead of having to download many different drivers in many different printers, users now download one print driver and can send documents to any device on the network.”

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Contact the HP Reference2Win Program, 866-REF-3734 for more information© 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein.

Microsoft and Active Directory are registered trademarks of the Microsoft group of companies.

4AA3-9680ENW, March 2012



Standardization makes the devices familiar to users from one office to the next and easy for PCSO technicians to maintain. “They know what the printer is and how to fix it. And by eliminating all the oddball inkjet printers, we no longer have to keep up with all the different types of inkjet cartridges,” Perry says.

“The biggest reason for consolidating from single printers to MFPs was money,” Perry adds. “With reduced budgets, we had to do more with less, and we’re continually looking for ways to be more

responsible to Florida taxpayers. Beyond that, the HP print environment enables the PCSO to work more efficiently and securely to protect the citizens of Polk County.”

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SALT LAKE REGIONAL MEDICAL CENTER HP Partner Managed Print Services frees IT staff time

OBJECTIVE:Deploy productivity-enhancing print infrastructure while eliminating maintenance burden on IT staff

APPROACH:Engage HP to provide managed print services

IT IMPROVEMENTS:• Retire 36 copiers at end-of-lease with

HP multifunction printers (MFPs) • Standardize on HP MFPs to minimize

support and training requirements• Implement HP’s Digital Sending Software

as a scanning solution throughout the campus

BUSINESS BENEFITS:• Advance EMR environment with

electronic workflows and streamlined processes

• Frees IT staff time for infrastructure upgrade projects

• Eliminates need for separate copy center and separate fax machines

• Eliminates IT burden of daily onsite toner exchanges and break/fix repairs

• Supports business efficiency with printer device selection, lifecycle management, workflow solution recommendations

“We rely on and trust HP recommendations to help select devices and solutions to meet our needs. From there, the HP Partner MPS team starts to take care of the devices. They keep the fleet up and running, and I don’t have to be involved in the day-to-day support needs.”

—Mark Runyan, director of information services, Salt Lake Regional Medical Center, Salt Lake City, Utah

Built in 1904, the hospital chapel at the Salt Lake Regional Medical Center reflects the center’s legacy of service and commitment to quality medical care. One of the first hospitals in the Salt Lake City area, it was originally operated by The Sisters of the Holy Cross who established a nursing school at the site in 1901. The school continued to graduate outstanding nurses until 1973.

Today this beautiful historic building —which still includes the medical center’s chapel—is part of an award-winning, full-service hospital complete with such top-rated programs as The Center for Precision Joint Replacement, Surgical Weight Loss Clinic, and Women’s Care & Maternity Center.

HP CUSTOMER CASE STUDY:Medical center frees IT staff time and supports employee productivity with HP Partner Managed Print Services

INDUSTRY:Health care


PRIMARY APPLICATIONSOffice printing, copying, faxing, and scanning

PRIMARY HARDWARE• HP MFPs

PRIMARY SOFTWARE• HP Digital Sending

Software

HP SERVICES• HP Partner Managed

Print Services

This legacy of service stands as immovable as the historic buildings on the campus. The medical center’s IT team reflects the same stoic service ethic, supporting more than 730 employees with just three team members. What makes this possible is the time IT staff saves with best-in-class managed print services from HP.

In 1999, Mark Runyan, director of information services, decided to implement managed services.1 “I have three IT staff members and more than 700 employees to serve,” he says. ”I don’t have the manpower to deal with supplies replenishment, the occasional paper jam, or even printer repairs. HP Partner Managed Print Services (MPS) are critical to our operation.”

STANDARDIZING ON HP MULTIFUNCTION DEVICES, SCANNING SOFTWARE TARGETS COSTS In early 2008, the medical center’s copier leases were coming to an end. Runyan had been reviewing management reports with his managed print consultant for several years. He knew that a refresh standardizing on HP MFPs could cut costs and better support employee productivity. In addition, eliminating costly copiers with MFPs allowed Salt Lake Regional to advance its electronic medical record environment.

To assist in the refresh project, the managed print service conducted an Optimization Assessment. The resulting recommendations were to consolidate devices, eliminate fax machines and dissolve the centralized copy center. In response, Salt Lake Regional replaced 36 copiers with HP MFPs that could print, copy, fax and scan, placed throughout the campus. Runyan knew his employees would be well served by the multifunction devices especially when adding the efficiency of HP Digital Sending Software (DSS). In addition, the medical center deployed dedicated high-speed scanners in administrative offices

where the scanning volume is greatest. A transition away from non-networked copiers included cost benefits and helped eliminate paper-based documents and processes at a time when the focus was on moving to EMR and streamlining workflows to electronic methods.

MANAGED PRINT SOLUTION FREES IT TIME FOR KEY PROJECTSSalt Lake Regional’s managed print solution includes printer device selection, lifecycle management and workflow solution recommendations, as well as daily onsite print-cartridge exchanges and break/fix repairs.

With these burdens eliminated, the IT team is free to take on other large projects in support of a continuously improving IT infrastructure, including a big software upgrade. The three-member team is able to handle the organization’s IT needs because daily printer support has been removed from its responsibilities. And it helps to be constantly reminded of the legacy of service reflected in the very walls of the buildings—along with the sound of a well functioning multifunction printer.

When asked what he’d say to other hospitals and health-care organizations considering the implementation of a managed print environment, Runyan says, “My advice is that HP Partner Managed Print Services is a great solution. My greatest benefit has been in manpower savings.”

“We rely on and trust HP recommendations to help select devices and solutions to meet our needs,” Runyan adds. “From there, the HP Partner MPS team starts to take care of the devices. You keep the fleet up and running, and I don’t have to be involved in the day-to-day support needs.”

Contact the HP Reference2Win Program, 866-REF-3734 for more information© 2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein.1 Services were provided by Printelligent, now an HP company.

4AA3-8261ENW, November 2011





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HP Exceptions Table Region 4 ESC/TCPN Solicitation No. 12-56

ATTACHMENT 8

HP’s Exceptions to Region 4 ESC/TCPN for Managed Print Solutions Solicitation No. 12-56

HP Exception to Region 4 ESC Open Records Policy Pursuant to the Tex. Gov't Code Sections 552.101, 552.104, and 552.110, the information marked as “HP Confidential” in this proposal, is considered confidential, proprietary and trade secret, and is, therefore, exempt from release and disclosure under the Texas Public Information Act, Tex. Gov't Code Ann. Sections 552.001- 552.353, which is also known as the "Texas Open Records Act.” The information identified above is considered trade secret information in that it derives independent economic value, actual or potential, from not being generally known to, and not being readily ascertainable by proper means by, other persons who can obtain commercial economic value from its disclosure or use, and is the subject of efforts that are reasonable under the circumstances to maintain its secrecy. Controlling access to this information is key to reduce the potential use of an article of trade or a service having commercial value, and which gives its user an opportunity to obtain a business advantage over competitors who do not know or use it. The information, which is designated as “HP Confidential,” is furnished in confidence with the understanding that this information will not, without permission of HP, be used or disclosed for other than evaluation purposes, unless required by law. The restriction does not limit Region 4 ESC’s and TCPN’s right to use or disclose this information if obtained from another source without restriction. RFP Section HP Alternative Response Comments

Section B:Scope First

paragraph It is the intention of Region 4 ESC to establish a contract with vendor(s) for Managed Print Solutions. Awarded vendor(s) shall perform covered services under the terms of this agreement. Offerors shall provide pricing based on a discount from a manufacturer’s price list or catalog, or fixed price, or a combination of both with indefinite quantities. Electronic Catalog and/or price lists must accompany the proposal. Include an electronic copy of the catalog from which discount, or fixed price, is calculated. Multiple percentage discount structure is also acceptable. Please specify where different percentage discounts apply. Additional pricing and/or discounts may be included. If Offeror has existing cooperative contracts in place, Offeror is requested to submit pricing equal or better than those in place.



XVII. Samples: Upon request, samples shall be furnished, free of cost, within seven (7) thirty (30) days after receiving notice of such request. By submitting the proposal Offeror certifies that all materials conform to all applicable requirements of this solicitation and of those required by law. Offeror agrees to bear the costs for laboratory testing, if results show that the sample does not comply with solicitation requirements.

Submissions may be rejected for failing to submit samples as requested.

Based on the wide variety of products that are offered for purchase under this bid, HP is unable to agree to a seven day time period for samples. HP will be able to fill any sample requests within thirty days as noted.

XIX. Formation of Contract: A response to this solicitation is an offer to contract with Region 4 ESC based upon the terms, conditions, scope of work, and specifications, and the Vendor’s response, including any exceptions and additional terms and conditions contained in this request. A solicitation does not become a contract until it is awarded by Region 4 ESC. A contract is formed when Region 4 ESC’s board signs the Vendor Contract Signature Form. The prospective vendor must submit a signed Vendor Signature Form with the response thus, eliminating the need for a formal signing process.

Clarified that HP’s response and additional terms and conditions will be made a part of the final contract.

Appendix A: Vendor Contract and Signature Form Recitals:

Third Paragraph

WHEREAS, this contract consists of the provisions set forth below, including provisions of all addendums, attachments, or exhibits referenced herein. In the event of a conflict between the provisions set forth below and those contained in any attachment, the provisions set forth below shall control.

Clarifies that there may be addendums and exhibits included as part of the contract. The order of precedence provision will cover the deleted language regarding any conflict of provisions.

Article 1: General Terms and Conditions 1.3 Region 4 ESC and TCPN shall perform its

duties, responsibilities and obligations as administrator of purchases, set forth in this agreement, and required under the Vendor Contract.

Clarifies that both Region 4 ESC and TCPN are subject to the contract terms and conditions.

1.5 Customer Support: The vendor shall provide timely and accurate technical advice and sales support to Region 4 ESC staff, TCPN staff and participating agencies. The vendor shall respond to such requests within one (1) working day after receipt of the request.

Support response times and targets shall be based on the level of support purchased.

Article 2: Anticipated Term of Agreement 2.1 Unless otherwise stated, all contracts are for a

period of three (3) years with an option to renew annually for an additional two (2) years

Clarifies that any renewal of the existing contract will be upon mutual agreement of the


if agreed to by Region 4 ESC the parties. Region 4 ESC will notify the vendor in writing if the contract is extended. Awarded vendor shall honor all administrative fees for any sales made based on the contact whether renewed or not.

parties.

Article 3: Representations and Covenants 3.3 Offeror’s Promise: Offeror agrees all prices,

terms, warranties, and benefits granted by Offeror to Members through this contract are comparable to or better than the equivalent terms offered by Offeror to any present customer meeting the same qualifications or requirements.


Article 4: Formation of Contract 4.2 Form of Contract: The form of contract for this

solicitation shall be the Request for Proposal, the Vendor’s RFP response, the awarded proposal(s) and best and final offer(s), and properly issued and reviewed purchase orders referencing the requirements of the Request for Proposals. If a firm submitting an offer requires Region 4 ESC and/or Member to sign an additional agreement, a copy of the proposed agreement must be included with the proposal.

Included HP’s RFP response as part of the contract documents.

4.4 Assignment of Contract: No assignment of contract may be made without the prior written approval of Region 4 ESC the other party, which shall not be unreasonably withheld. Purchase orders and payment can only be made to awarded vendor and Affiliates, unless otherwise approved by Region 4 ESC. For the purposes of this contract, Affiliate of a party means an entity controlling, controlled by, or under common control with that party. Assignments of vendor software licenses are subject to compliance

Clarified that any assignment must be approved by both parties and HP Affiliates will be able to provide services and products under the terms of this contract.


with vendor's software license transfer policies. Awarded vendor is required will use commercially reasonable efforts to notify Region 4 ESC when any material change in operations is made that may adversely affect members, (i.e. bankruptcy, change of ownership, merger, etc.).

4.5 Novation: If contractor sells or transfers all assets or the entire portion of the assets used to perform this contract, a successor in interest must guarantee to perform all obligations under this contract. Region 4 ESC reserves the right to accept or reject any new party. A simple change of name agreement will not change the contractual obligations of contractor.

HP cannot agree to any restrictions on contracts that may impact any sale of company assets.

4.7 4.7. Order of Precedence: In the event of a conflict in the provisions of the contract as accepted by Region 4 ESC, the following order of precedence shall prevail:

• S u p p l e m e n t a l A g r e e m e n t s , S c h e d u l e s , a n d S t a t e m e n t s o f W o r k • Special terms and conditions • General terms and conditions • Specifications and scope of work • Attachments and exhibits • Documents referenced or included in

the solicitation

Clarified that individual Supplemental Agreements, Schedules, and Statements of Work with specific member entities purchases shall take precedence.

Article 5: Termination of Contract 5.1 Cancellation for Non-Performance or

Contractor Deficiency: Region 4 ESC may terminate any contract if Members have not used the contract, or if purchase volume is determined to be low volume in any 12-month period. Region 4 ESC reserves the right to cancel the whole or any part of this contract due to failure by contractor to carry out any obligation, term or condition of the contract. Region 4 ESC may issue a written deficiency notice to contractor for acting or failing to act in any of the following:

i. Providing material that does not

substantially meet the agreed upon specifications of the contract;

ii. Providing work and/or material that was not awarded under the contract;

iii. Failing to adequately perform the services set forth in the scope of work and specifications, as determined by the parties;

Clarified cancellation for non-performance or contractor deficiency conditions, including a reasonable period of time to cure any non-performance or condition of deficiency.


iv. Failing to complete required work or furnish required materials within a reasonable amount of time, as determined by the parties;

v. Failing to make progress in performance of the contract and/or giving Region 4 ESC reason to believe that contractor will not or cannot perform the requirements of the contract; and/or

vi. Performing work or providing services under the contract prior to receiving a written approval from Region 4 ESC or Participating Entity to begin reviewed purchase order for such work.


5.2 Termination for Cause: If, for any reason, either party the Vendor fails to fulfill its obligations in a timely manner, or if the vendor violates any of the covenants, agreements, or stipulations of this contract, Region 4 ESC the non-breaching party reserves the right to terminate the contract immediately after failing to remedy the breach within a reasonable period of time after being notified in writing of the details, and pursue all other applicable remedies afforded by law. Such termination shall be effective by delivery of notice, to the vendor to the breaching party, specifying the effective date of termination. If either party becomes insolvent, unable to pay debts when due, files for or is subject to bankruptcy or receivership or asset assignment, the other party may terminate this contract and cancel any unfulfilled obligations. In such event, all documents, data, studies, surveys, drawings, maps, models and reports prepared by vendor for this solicitation may become the property of the participating agency or entity. If such event does occur then vendor will be

Clarified that a termination for cause is available to both parties. Added language that provides a reasonable period of time to cure any breach before termination becomes effective.


entitled to receive just and equitable compensation for the satisfactory work completed up to the effective date of termination on such documents.


Any failure of HP to deliver goods or services within a target period of time may result in the purchaser cancelling that particular order. This is the sole remedy for such failure on behalf of HP.


The term Force Majeure as employed herein, shall mean acts of God, strikes, lockouts, or other industrial disturbances, act of public enemy, orders of any kind of government of the United States or the State of Texas or any civil or military authority; insurrections; riots; epidemics; landslides; lighting; earthquake; fires; hurricanes; storms; floods; washouts; droughts; arrests; restraint of government and people; civil disturbances; explosions, breakage or accidents to machinery, pipelines or canals, or other causes not reasonably within the control of the party claiming such inability. It is understood and agreed that the settlement of strikes and lockouts shall be entirely within the discretion of the party having the difficulty, and that the above requirement that any Force Majeure shall be remedied with all reasonable dispatch shall not require the

Clarified that payment obligations of customer to HP for purchases of products or services delivered shall not be impacted by any force majeure event.


settlement of strikes and lockouts by acceding to the demands of the opposing party or parties when such settlement is unfavorable in the judgment of the party having the difficulty.

5.5 Standard Cancellation: Either party may cancel this contract in whole or in part by providing written notice. The cancellation will take effect 30 business days after the other party receives the notice of cancellation. After the 30th business day all work will cease following completion of final purchase order. Vendor may be requested to provide additional items not already on contract at any time.

Deleted language that is unclear regarding cancellation of the contract.


Added section 5.6 which provides further explanation of what the parties can expect upon termination of the contract.

Article 6: Licenses 6.1 Duty to keep current license: Vendor shall

maintain in current status all federal and state and local licenses, bonds and permits required for the operation of the business conducted by vendor. Vendor shall remain fully informed of and in compliance with all ordinances and regulations pertaining to the lawful provision of services under the contract. Region 4 ESC reserves the right to stop work and/or cancel the contract of any vendor whose license(s) expire, lapse, are suspended or terminated.

6.2 Survival Clause: Unless agreed to differently by the parties, All applicable software license agreements, warranties or service agreements that were entered into between Vendor and Customer under the terms and conditions of the Contract shall survive the expiration or termination of the Contract. All Purchase Orders issued and


accepted by Order Fulfiller shall survive expiration or termination of the Contract.

Article 7: Delivery Provisions 7.2 Delivery: Vendor shall deliver said materials

purchased on this contract to the Member issuing a Purchase Order. Conforming product shall be shipped within 7 days of receipt of Purchase Order. If delivery is not or cannot be made within this time period the vendor must receive authorization from the purchasing agency for the delayed delivery. At this point the participating entity may cancel the order if estimated shipping time is not acceptable. Vendor will use all commercially reasonable efforts to deliver materials in a timely manner. Vendor may elect to deliver software and related product/license information by electronic transmission or via download. If vendor is unable to meet Member's delivery requirements, Member may cancel that order, and such cancellation is Member's sole remedy.

Added language clarifying delivery terms and conditions.

7.1 Inspection & Acceptance: If defective or incorrect material is delivered, purchasing agency may make the determination to return the material to the vendor at no cost to the purchasing agency. The vendor agrees to pay all shipping costs for the return shipment. Vendor shall be responsible for arranging the return of the defective or incorrect material.

HP has read and respectfully requests removal of this provision. All applicable warranty terms and conditions can be found in the HP provided Additional Terms and Conditions located in Attachments 9 through 10.

Article 8: Billing and Reporting 8.1 Payments: The entity using the contract will

make payments directly to the awarded vendor or Affiliate. Payment shall be made after satisfactory performance, in accordance with all provisions thereof, and upon receipt of a properly completed invoice.

Payment and acceptance is addressed in the HP Additional Terms and Conditions located in Attachments 9 through 10.

8.2 Invoices: The awarded vendor shall submit invoices to the participating entity clearly stating “Per TCPN Contract” or similar designation. The shipment tracking number or pertinent information for verification shall be made available upon request.

Clarifies that a similar designation identifying the contract may be uses, such as a contract number. In addition, the customer purchase order should note the TCPN contract as well.

Article 9: Billing and Reporting 9.1 Best price guarantee: The awarded vendor

agrees to provide pricing to Region 4 ESC and its participating entities that are the lowest pricing available and the pricing shall remain so throughout the duration of the contract. The awarded vendor agrees to lower the cost

HP is a Fortune 10 Company that has thousands of contracts throughout the US and Globally. While HP realizes Region 4 ESC's request for Most Favored


of any product purchased through TCPN following a reduction in the manufacturer or publisher's direct cost.

Customer pricing, this type of clause is not available since HP contracts and pricing are created and based on many variable factors that are specific to a customer or set of customers under a contract including, but not limited to a specific solution or situation, for a specific transaction(s) with a specific set of products and/or services, a volume, timing, geographical area, delivery and other material terms and conditions.



It is the awarded vendor’s responsibility to keep all pricing up to date and on file with Region 4 ESC. All price changes must be provided to Region 4 ESC, using the same format as was accepted in the original contract.

Clarified that HP will provide notice to Region 4 ESC if in the unlikely event an increase in pricing occurs.

9.4 Price reduction and adjustment: Price reduction may be offered at any time during contract and shall become effective upon notice of acceptance from Region 4 ESC. Special, time-limited reductions are permissible under the following conditions: 1) reduction is available to all Members equally; 2) reduction is for a specific time period, normally not less than thirty (30) days; and 3) original price is not exceeded after the time-limit; and 4) Region 4 ESC has approved the new prices prior to any offer of the prices to a Member. Vendor shall offer Region 4 ESC any published price reduction

Clarified acceptable price reduction terms and conditions.


during the contract period. 9.5 Prevailing Wage: It shall be the responsibility

of the Vendor agrees to comply, when applicable, with the prevailing wage legislation in effect in the jurisdiction of the purchaser (Region 4 ESC or its Members). It shall further be the responsibility of the Vendor to use commercially reasonable efforts to monitor the applicable prevailing wage rates as established by the appropriate department of labor for any increase in rates during the term of this contract and adjust wage rates accordingly.

Limited HP prevailing wage obligations to what is applicable to the specific products and services offered under the terms of any resultant contract.

Article 10: Pricing Audit 10.1 Audit rights: Vendor shall, at Vendor’s sole

expense, maintain appropriate due diligence of all purchases made by Region 4 ESC and any entity that utilizes this Agreement. At Region 4 ESC/TCPN’s sole expense and once every twelve (12) months per year during the terms of this contract, and provided ten (10) business day written notice, TCPN and Region 4 ESC each reserve the right to audit the accounting files or records pertaining to this contract specific to any charges paid or payable for a period of three (3) years from the time such purchases are made for the purposes of determining if such charges are accurate. This audit right shall survive termination of this Agreement for a period of one (1) year from the effective date of termination. In the State of New Jersey, this audit right shall survive termination of this Agreement for a period of five (5) years from the date of final payment. Such records shall be made available to the New Jersey Office of the State Comptroller upon request. Region 4 ESC shall have the authority to conduct random audits of Vendor’s pricing that is offered to eligible entities at Region 4 ESC's sole cost and expense. Notwithstanding the foregoing, in the event that Region 4 ESC is made aware of any pricing being offered to eligible agencies that is materially inconsistent with the pricing under this agreement, Region 4 ESC shall have the ability to conduct an extensive audit of Vendor’s pricing at Vendor’s sole cost and expense. Region 4 ESC may conduct the audit internally or may engage a third-party auditing firm. If Region 4 ESC/TCPN wishes to select a third

Clarified conditions and scope of pricing audit with HP.


party auditor to perform such audit, such auditor shall sign a confidentiality agreement reasonably agreeable to vendor prior to commencement of the audit, and the result of the audit shall be subject to such confidentiality agreement. In the event of an audit, the requested materials shall be provided in the format and at the location designated by Region 4 ESC or TCPN. These files and records shall not include any personnel related information, product or labor cost data, or proprietary data relating to vendor`s products or services. Audits shall be performed at Region 4 ESC/TCPN’s cost during normal business hours in a manner to minimize disruption to vendor’s business, and Region 4 ESC/TCPN shall promptly provide vendor with a copy of the results of the audit. If the audit reveals that vendor has overcharged eligible agencies, Region 4 ESC/TCPN shall notify vendor in writing regarding the amount of such overcharge and details regarding such overcharge. Vendor reserves the right to reasonably review the results of the audit and discuss any results within thirty (30) business days after receipt of notice of the overcharge.

Article 11: Offeror Product Line Requirements 11.1 Current products: Proposals shall be for

materials and equipment in current production and marketed to the general public and education/government agencies at the time of vendor’s acceptance of an order the proposal is submitted.

Current products may be updated over the term of the contract. Clarified that current products will include products available to the public at the time of an order.

11.6 Warranty conditions: All supplies, equipment and services shall include manufacturer's minimum standard warranty and one (1) year labor warranty unless otherwise agreed to in writing.

HP can agree to the standard warranty available on any products and services offered for purchase. Support duration will be based on the level and duration of support and maintenance purchased by each individual customer.

Article 12: Site Requirements 12.3 Registered sex offender restrictions: For

work to be performed at schools, vendor agrees that no employee or employee of a subcontractor who has been adjudicated to be a registered sex offender will perform work at any time when students are or are reasonably expected to be present. Vendor agrees that a violation of this condition shall be considered

HP has read and acknowledges. Please see HP’s response to the background check requirements in “DOC #4: Contractor Certification Requirements – Fingerprint and Background Checks” for


a material breach and may result in the cancellation of the purchase order at the Member’s discretion. Vendor must identify any additional costs associated with compliance of this term. If no costs are specified, compliance with this term will be provided at no additional charge.

additional information.

12.4 Safety measures: Member and Vendor shall take all commercially reasonable precautions for the safety of employees on the worksite, and shall erect and properly maintain all necessary applicable safeguards for protection of workers and the public. Member and Vendor shall post warning signs against all hazards created by its operation and work in progress. Proper precautions shall be taken pursuant to state law and standard practices to protect workers, general public and existing structures from injury or damage.

Clarified that safety measures are the responsibility of both HP and the customer.

12.6 Stored materials: Upon prior written agreement between the vendor and Member, payment may be made for materials not incorporated in the work but delivered and suitably stored at the site or some other location, for installation at a later date. An inventory of the stored materials must be provided to Member prior to payment. Such materials must be stored and protected in a secure location, and be insured for their full value by the vendor against loss and damage. Vendor agrees to provide proof of coverage and/or addition of Member as an additional insured upon Member’s request. Additionally, if stored offsite, the materials must also be clearly identified as property of buying Member and be separated from other materials. Member must be allowed reasonable opportunity to inspect and take inventory of stored materials, on or offsite, as necessary. Until final acceptance by the Member, it shall be the Vendor's responsibility to protect all materials and equipment. The Vendor warrants and guarantees that title for all work, materials and equipment shall pass to the Member upon final acceptance.

HP cannot be held responsible for stored equipment delivered to the customer designated location. Special shipping arrangements may be made on a per order basis and set out in a specific Supplemental Agreement, Schedule, and Statement of Work.

Article 13: Miscellaneous 13.1 Funding Out Clause: Any/all contracts

exceeding one (1) year shall include a standard “funding out” clause. A contract for the acquisition, including lease, of real or personal property is a commitment of the entity’s current revenue only, provided the

HP has read and clarifies that a “funding out” clause shall provide a advance written notice of any cancellation or termination of a contract for lack of funding, and it shall


contract contains either or both of the following provisions: “Retains to the entity the continuing right to terminate the contract at the expiration of each budget period during the term of the contract and is conditioned on a best efforts attempt by the entity to obtain appropriate funds for payment of the contract.”

clearly state that any termination of a contract, Statement of Work, or Schedule shall not affect payments due or fulfillment and payment for services performed, products delivered, and product orders accepted prior to termination.

13.3 Indemnity: The awarded vendor shall protect, indemnify, and hold harmless defend and settle any third party claims against both Region 4 ESC and TCPN and its participants, administrators, employees and agents for tangible property damage, bodily injury and death caused solely by the vendor`s gross negligence or willful misconduct, provided that Region 4 ESC/TCPN promptly notifies vendor of such claims, cooperates with vendor in the defense of the claims, and grants vendor sole defense of such claims. against all claims, damages, losses and expenses arising out of or resulting from the actions of the vendor, vendor employees or vendor subcontractors in the preparation of the solicitation and the later execution of the contract, including any supplemental agreements with members. In connection with such claims, the vendor will pay all defense costs, settlement amounts, court awarded damages (including court costs and reasonable attorneys fees), and third party costs incurred by Region 4 ESC/TCPN at the request of vendor in connection with the defense of the claim. Each party will have a duty to mitigate damages for which the other party is responsible. Any litigation involving either Region 4 ESC or TCPN, its administrators and employees and agents will be in Harris County, Texas. Any litigation involving TCPN members shall be in the jurisdiction of the participating agency.

Limited indemnity to third party claims and require that Region 4 ESC/TCPN grant HP sole control of the defense of such claims.

13.5 Marketing: Awarded vendor agrees to allow Region 4 ESC to use their name and logo within website, marketing materials and advertisement. Any use of Region 4 ESC name and logo or any form of publicity, inclusive of press releases, regarding this contract by awarded vendor must have prior approval from Region 4 ESC.

For the term of this Agreement only, Region 4 ESC may display the HP’s marks only as shown in Att 2 on CD (the “Marks”) solely to accurately identify its participation in this Agreement and in connection with its performance under


this Agreement provided that Region 4 ESC agrees to (i) use the Marks only in the form and manner approved by HP, (ii) submit to HP for its prior written approval all marketing materials specific to this Agreement containing HP’s Marks; and (iii) include all proprietary notices that HP specifies be used with its Marks. Any display of the Marks will inure solely to HP’s intellectual property rights in the Marks. Region 4 ESC agrees to adhere to HP’s logo or trademark guidelines (“Trademark Guidelines”) for displaying the Marks, as may be amended from time to time. If reasonably requested by HP, Region 4 ESC will expeditiously implement changes in the manner in which it uses the Marks to comply with the Trademark Guidelines of HP. Region 4 ESC agrees not to display HP’s Marks in a manner that is not accurate or in a manner that is likely to confuse or mislead as to the relationship between the parties. Region 4 ESC may not use HP’s Marks together with their own trademarks to create a composite mark. Region 4 ESC will not use HP’s Marks in a manner that compromises or reflects unfavorably upon the goodwill, good name, reputation or image of HP, or which might jeopardize or limit HP’s proprietary interest in its Marks. Failure to comply with the requirements of this Section will be considered a material breach under this Agreement. Upon the termination of the Agreement, Region 4 ESC


will promptly cease all use of HP’s Marks.


Aligned certificate of insurance terms with HP umbrella insurance policy.

13.7 Legal Obligations: It is the Offeror’s responsibility to be aware of and comply with all applicable local, state, and federal laws governing the sale of products/services identified in this RFP and any awarded contract and shall comply with all while fulfilling the RFP. Applicable laws and regulation must be followed even if not specifically identified herein.

Limited HP’s legal obligations to state and federal laws applicable to the specific products and services offered for purchase hereunder.

Appendix F: Company Profile – Marketing/Sales 22 For the term of this Agreement only, Region 4

ESC may display the HP’s marks only as shown in Att 2 on CD (the “Marks”) solely to accurately identify its participation in this Agreement and in connection with its performance under this Agreement provided that Region 4 ESC agrees to (i) use the Marks only in the form and manner approved by HP, (ii) submit to HP for its prior written approval all marketing materials specific to this Agreement containing HP’s Marks; and (iii) include all proprietary notices that HP specifies be used with its Marks. Any display of the Marks will inure solely to HP’s intellectual property rights in the Marks. Region 4 ESC agrees to adhere to HP’s logo or trademark guidelines (“Trademark Guidelines”) for displaying the Marks, as may be amended from time to time. If reasonably requested by HP, Region 4 ESC will expeditiously implement changes in the manner in which it uses the Marks to comply with the Trademark Guidelines of HP. Region 4 ESC agrees not to display HP’s Marks in a manner that is not accurate or in a manner that is likely to confuse or mislead as to the relationship between the parties. Region 4 ESC may not use HP’s Marks together with their own trademarks to create a composite

Clarifies guidelines for using HP logos.


mark. Region 4 ESC will not use HP’s Marks in a manner that compromises or reflects unfavorably upon the goodwill, good name, reputation or image of HP, or which might jeopardize or limit HP’s proprietary interest in its Marks. Failure to comply with the requirements of this Section will be considered a material breach under this Agreement. Upon the termination of the Agreement, Region 4 ESC will promptly cease all use of HP’s Marks.

Appendix H: Additional Required Documents Doc #1:

Clean Air and Water Act

As of January 2013 and to the best of my knowledge, I, the Vendor, am in compliance with all applicable standards, orders or regulations issued pursuant to the Clean Air Act of 1970, as Amended (42 U.S. C. 1857 (h), Section 508 of the Clean W ater Act, as amended (33 U.S.C. 1368), Executive Order 117389 and Environmental Protection Agency Regulation, 40 CFR Part 15 as required under OMB Circular A-102, Attachment O, Paragraph 14 (1) regarding reporting violations to the grantor agency and to the United States Environment Protection Agency Assistant Administrator for the Enforcement.


Doc #2: Debarment

Notice

As of January 2013, I, the Vendor, certify to the best of my knowledge that my company has not been debarred, suspended or otherwise ineligible for participation in Federal Assistance programs under Executive Order 12549, “Debarment and Suspension”, as described in the Federal Register and Rules and Regulations.


Doc #4: Contractor

Certification Requirements - Fingerprint

and Background

Checks

Fingerprint & Background Checks If required to provide services on school district property at least five (5) times during a month, contractor shall submit a full set of fingerprints to the school district if requested of each person or employee who may provide such service. Alternately, the school district may fingerprint those persons or employees. An exception to this requirement may be made as authorized in Governing Board policy. The district shall conduct a f ingerprint check in accordance with the appropriate state and federal laws of all contractors, subcontractors or vendors and their employees for which fingerprints are submitted to the district. Contractor, subcontractors, vendors and their employees shall not provide services on school district

Provided additional language setting out guidelines for background checks with HP employees and clarified additional conditions.


properties until authorized by the District. The offeror shall comply with fingerprinting requirements in accordance with appropriate statutes in the state in which the work is being performed unless otherwise exempted. Contractor shall comply with governing board policy in the school district or Participating Entity in which work is being performed. The district or Participating Entity acknowledges that the contractor background check information and the results are considered personal and confidential information of the contractor and employees. Use of the background check personal and confidential information shall be limited to the business purposes set out in this section and any resultant contract, the information will not be shared with other parties, it will be reasonably safeguarded based on the nature of the information, and that it will be immediately destroyed when no longer needed. Furthermore, the district or Participating Entity will be required to sign the contractor’s PDPA (Personal Data Protection Agreement) prior to any contractor employee submitting information to complete the district’s or Participating Entity’s mandatory background check process.

** The Region 4 ESC/TCPN, district, and Participating Entity must acknowledge that HP is prohibited from requiring HP employees to participate in the district’s or Participating Entity’s background check process as a condition of employment. HP employees must volunteer to participate in such background check processes. As a result, HP cannot be held liable for any scheduling delays caused by the mandatory background check process.

Attachments 9 through 10: HP Additional Terms and Conditions HP’s acceptance of the RFP terms and conditions is subject to HP’s complete RFP response, as well as the exceptions noted therein and the HP Additional Terms and Conditions, which are especially relevant to the sale of the Products and Services proposed for purchase hereunder. For the purposes of the HP Additional Terms and Conditions the term “Customer” shall mean the entity purchasing the products or services (i.e. Region 4 ESC, TCPN, Member, or Participating Entity). HP is open to negotiate all terms and conditions, in good faith, upon award.

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ATTACHMENT 9

HEWLETT-PACKARD COMPANY REGION 4 ESC/TCPN ADDITIONAL TERMS AND CONDITIONS FOR PURCHASES OF HARDWARE, SOFTWARE, AND PROFESSIONAL SERVICES

1. Parties. These Additional Terms and Conditions present the agreement (“Agreement”) that governs the purchase of products and services referenced above from the Hewlett-Packard Company and/or Affiliates (“HP”) by Region 4 ESC, TCPN, Member’s and Participating Entities as applicable (“Customer”).

2. Orders. “Order” means the accepted order including any supporting materials which the parties identify as incorporated either by attachment or reference (“Supporting Material”). Supporting Material may include (as examples) product lists, hardware or software specifications, standard or negotiated service descriptions, data sheets and their supplements, and statements of work (SOWs), published warranties and service level agreements, and may be available to Customer in hard copy or by accessing a designated HP website.

3. Scope and Order Placement. These terms may be used by the parties’ Affiliates. The parties can confirm their agreement to these terms either by signature where indicated at the end or by referencing these terms on Orders.

4. Order Arrangements. Customer may place orders with HP through our website or customer-specific portal, or by letter, fax or e-mail. Where appropriate, Orders must specify a delivery date. If Customer extends the delivery date of an existing order beyond ninety (90) days, then it will be considered a new order. Customer may cancel a hardware order at no charge up to five (5) business days prior to shipment date.

5. Prices and Taxes. Prices are exclusive of taxes, duties, and fees (including installation, shipping, and handling) unless otherwise quoted. If a withholding tax is required by law, please contact the HP order representative to discuss appropriate procedures. HP will charge separately for reasonable out-of-pocket expenses, such as travel expenses incurred in providing professional/consulting services.

6. Invoices and Payment. Customer agrees to pay all invoiced amounts within thirty (30) days of HP’s invoice date. HP may suspend or cancel performance of open orders or services if Customer fails to make payments when due.

7. Title. Risk of loss or damage and title for hardware products will pass upon delivery to Customer or its designee. Where permitted by law, HP retains a security interest in products sold until full payment is received.

8. Delivery. HP may elect to deliver software and related product/license information by electronic transmission or via download.

9. Installation. If HP is providing installation with the product purchase, HP’s site guidelines (available upon request) will describe the facilities Customer is required to

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provide. HP will conduct its standard installation and test procedures to confirm completion.

10. Support Services. HP’s support services will be described in the applicable Supporting Material , which will cover the description of HP’s offering, eligibility requirements, service limitations and Customer responsibilities, as well as the Customer systems supported.

11. Eligibility. HP’s support and warranty commitments do not cover claims resulting from: 1. improper site preparation, or site or environmental conditions or other non-

compliance with applicable Supporting Material; 2. Modifications or improper system maintenance or calibration not performed by HP

or authorized by HP; 3. failure or functional limitations of any non-HP software or product impacting

systems receiving HP support; 4. malware (e.g. virus, worm etc.) not introduced by HP; or 5. abuse, negligence, accident, fire or water damage, electrical disturbances,

transportation by Customer, or other causes beyond HP’s control.

12. Professional Services. HP will deliver any ordered IT consulting, training or other services as described in the agreed Supporting Material.

13. Professional Services Acceptance. The acceptance process (if any) will be described in the relevant Supporting Material, will apply only to the deliverables specified, and shall not apply to other products or services to be provided by HP.

14. Dependencies. HP’s ability to deliver services will depend on Customer’s reasonable and timely cooperation and the accuracy and completeness of any data from Customer needed to deliver the services.

15. Change Orders. We each agree to appoint a project representative to serve as the principal point of contact in managing the delivery of services and in dealing with issues that may arise. Requests to change the scope of services or deliverables will require a change order signed by both parties.

16. Product Performance. All HP-branded hardware products are covered by HP’s limited warranty statements that are provided with the products or otherwise made available. Hardware warranties begin on the date of delivery or if applicable, upon completion of HP installation, or (where Customer delays HP installation) at the latest 30 days from the date of delivery. Non-HP branded products receive warranty coverage as provided by the relevant third party supplier.

17. Software Performance. HP-branded software products will conform materially to their specifications and be free of malware at the time of delivery. Unless otherwise specified, HP warranties for software products will begin on the date of delivery and last for ninety

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(90) days. HP does not warrant that the operation of software products will be uninterrupted or error-free or that software products will operate in hardware and software combinations other than as authorized by HP in Supporting Material.

18. Services Performance. Services are performed using generally recognized commercial practices and standards. Customer agrees to provide prompt notice of any service concerns.

19. Warranty Claims. When we receive a valid warranty claim for an HP hardware or software product, HP will either repair the relevant defect or replace the product. If HP is unable to complete the repair or replace the product within a reasonable time, Customer will be entitled to a full refund upon the prompt return of the product to HP (if hardware) or upon written confirmation by Customer that the relevant software product has been destroyed or permanently disabled. HP will pay for shipment of repaired or replaced products to Customer and Customer will be responsible for return shipment of the product to HP. These terms state all remedies for warranty claims. To the extent permitted by law, HP disclaims all other warranties.

20. Intellectual Property Rights. No transfer of ownership of any intellectual property will occur under this Agreement. Customer grant HP a non-exclusive, worldwide, royalty-free right and license to any intellectual property that is necessary for HP and its designees to perform the ordered services. If deliverables are created by HP specifically for Customer and identified as such in Supporting Material, HP hereby grants Customer a worldwide, non-exclusive, fully paid, royalty-free license to reproduce and use copies of the deliverables internally.

21. Intellectual Property Rights Infringement. HP will defend and/or settle any claims against Customer that allege that an HP-branded product or service as supplied under this Agreement infringes the intellectual property rights of a third party. HP will rely on Customer’s prompt notification of the claim and cooperation with our defense. HP may modify the product or service so as to be non-infringing and materially equivalent, or we may procure a license. If these options are not available, we will refund to Customer the amount paid for the affected product in the first year or the depreciated value thereafter or, for support services, the balance of any pre-paid amount or, for professional/consulting services, the amount paid. HP is not responsible for claims resulting from any unauthorized use of the products or services.

22. License Grant. HP grants Customer a non-exclusive license to use the version or release of the HP-branded software listed in the Order. Permitted use is for internal business purposes only (and not for further commercialization), and is subject to any specific software licensing information that is in the software product or its Supporting Material. For non-HP branded software, the third party’s license terms will govern its use.

23. Updates. Customer may order new software versions, releases or maintenance updates (“Updates”), if available, separately or through an HP software support agreement.

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Additional licenses or fees may apply for these Updates or for the use of the software in an upgraded environment. Updates are subject to the license terms in effect at the time that HP makes them available to Customer.

24. License Restrictions. HP may monitor use/license restrictions remotely and, if HP makes a license management program available, Customer agrees to install and use it within a reasonable period of time. Customer may make a copy or adaptation of a licensed software product only for archival purposes or when it is an essential step in the authorized use of the software. Customer may use this archival copy without paying an additional license only when the primary system is inoperable. Customer may not copy licensed software onto or otherwise use or make it available on any public external distributed network. Licenses that allow use over Customer’s intranet require restricted access by authorized users only. Customer will also not modify, reverse engineer, disassemble decrypt, decompile or make derivative works of any software licensed to Customer under this Agreement unless permitted by statute, in which case Customer will provide HP with reasonably detailed information about those activities.

25. License Term and Termination. Unless otherwise specified, the software license granted is perpetual, provided however that if Customer fails to comply with the terms of this Agreement, HP may terminate the license upon written notice. Immediately upon termination, or in the case of a limited-term license, upon expiration, Customer will either destroy all copies of the software or return them to HP, except that Customer may retain one copy for archival purposes only.

26. License Transfer. Customer may not sublicense, assign, transfer, rent or lease the software or software license except as permitted by HP. HP-branded software licenses are generally transferable subject to HP’s prior written authorization and payment to HP of any applicable fees. Upon such transfer, Customer’s rights shall terminate and Customer shall transfer all copies of the software to the transferee. Transferee must agree in writing to be bound by the applicable software license terms. Customer may transfer firmware only upon transfer of associated hardware.

27. License Compliance. HP may audit Customer compliance with the software license terms. Upon reasonable notice, HP may conduct an audit during normal business hours (with the auditor’s costs being at HP’s expense). If an audit reveals underpayments then Customer will pay to HP such underpayments. If underpayments discovered exceed five (5) percent of the contract price, Customer will reimburse HP for the auditor costs.

28. Confidentiality. Information exchanged under this Agreement will be treated as confidential if identified as such at disclosure or if the circumstances of disclosure would reasonably indicate such treatment. Confidential information may only be used for the purpose of fulfilling obligations or exercising rights under this Agreement, and shared with employees, agents or contractors with a need to know such information to support that purpose. Confidential information will be protected using a reasonable degree of care to prevent unauthorized use or disclosure for 3 years from the date of receipt or (if longer) for such period as the information remains confidential. These obligations do not

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cover information that: i) was known or becomes known to the receiving party without obligation of confidentiality; ii) is independently developed by the receiving party; or iii) where disclosure is required by law or a governmental agency.

29. Personal Information. Each party shall comply with their respective obligations under applicable data protection legislation. HP does not intend to have access to personally identifiable information (“PII”) of Customer in providing services. To the extent HP has access to Customer PII stored on a system or device of Customer, such access will likely be incidental and Customer will remain the data controller of Customer PII at all times. HP will use any PII to which it has access strictly for purposes of delivering the services ordered.

30. US Federal Government Use. If software is licensed to Customer for use in the performance of a US Government prime contract or subcontract, Customer agrees that consistent with FAR 12.211 and 12.212, commercial computer software, documentation and technical data for commercial items are licensed under HP’s standard commercial license.

31. Global Trade compliance. Products and services provided under these terms are for Customer’s internal use and not for further commercialization. If Customer exports, imports or otherwise transfers products and/or deliverables provided under these terms, Customer will be responsible for complying with applicable laws and regulations and for obtaining any required export or import authorizations. HP may suspend its performance under this Agreement to the extent required by laws applicable to either party.

32. Limitation of Liability. HP will be responsible for damages that Customer may incur as a result of purchasing products and services from HP, up to the greater of $1,000,000 or the amount payable by Customer to HP for the relevant Order. Except for unauthorized use of Customer’s or HP’s intellectual property, neither Customer nor HP will be liable for lost revenues or profits, downtime costs, loss or damage to data or indirect, special or consequential costs or damages. Neither party limits their liability for: death or bodily injury caused by their negligence; acts of fraud; wilful repudiation of the Agreement; nor any liability which may not be excluded or limited by applicable law.

33. Disputes. If Customer is dissatisfied with any products or services purchased under

these terms and disagrees with HP’s proposed resolution, we both agree to promptly escalate the issue to a Vice President (or equivalent executive) in our respective organizations for an amicable resolution without prejudice to the right to later seek a legal remedy.

34. General: For disputes between the Member or Participating Entity and HP, this Agreement shall be governed by, construed, interpreted and enforced solely in accordance with the laws of the state in which the Member resides, excluding rules as to choice and conflict of law, and the venue of any action shall lie in such state. Customer and HP agree that the United Nations Convention on Contracts for the International Sale of Goods will not apply. For disputes between Region 4 ESC and HP, this Agreement shall be governed by, construed, interpreted and enforced solely in accordance with the

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laws and within the Courts of the State of Texas, excluding rules as to choice and conflict of law.

ATTACHMENT 10

HP ADDITIONAL TERMS AND CONDITIONS

HP MANAGED PRINT SERVICES AND SUPPORT AGREEMENT

Page 1

This HP Managed Print Services and Support Agreement (“Agreement”) is between Hewlett-Packard Company (“HP”, also referred to as “We” or “Our”) and the customer named below (“Customer”, also referred to as “You” or “Your”) and applies to Customer’s purchases and HP’s provision of managed print support services (the “Services”) from HP. The Region 4 ESC/TCPN Contract, this Managed Print Services and Support Agreement, together with the applicable Managed Print Services and Support Schedule (the “Schedule”) contains the entire agreement between You and HP and no modifications will be effective unless made in writing and signed by both parties. In the event of any conflict of terms between the Region 4 ESC Contract, this Agreement and the Schedule, the terms of the Schedule will prevail for those Services provided under that Schedule. This Agreement will remain in effect until terminated as set forth below. 1. PAYMENT. You agree to pay all invoiced amounts without offset within thirty (30) days of HP’s invoice

date. We may suspend or cancel performance of Services if You fail to make payments when due. We may change credit terms or payment terms due to materially adverse changes in Your financial condition or payment history.

2. PRICES AND TAXES. Prices are specified in the applicable Schedule and are exclusive of taxes and fees

unless otherwise quoted. If a withholding tax is required by law, You must contact Your HP order representative to discuss appropriate procedures for withholding the tax, remitting it to appropriate authority and assisting HP with necessary documentation to claim the tax credit. Specific invoicing conditions for the Services are provided in the Schedule.

3. WARRANTY. HP warrants that We will perform the Services using generally recognized commercial

practices and standards. If We fail to do so, upon timely notice We will re-perform the Services. This Agreement states all remedies for warranty claims. To the extent permitted by law, HP disclaims all other warranties.

4. INTELLECTUAL PROPERTY RIGHTS. No transfer of ownership of any intellectual property will occur

under this Agreement. You grant HP a non-exclusive, worldwide, royalty-free right and license to any intellectual property that is necessary for HP and its designees to perform the Services.

5. INTELLECTUAL PROPERTY INFRINGEMENT. HP will defend and/or settle any claims against You that

allege that an HP branded service infringes the intellectual property of a third party. HP will rely on Your prompt notification of the claim and cooperation with Our defense. HP may modify the Service so as to be non-infringing and materially equivalent, or We may procure a license. If these options are not available, We will refund to You the balance of any pre-paid amount. We are not responsible for claims resulting from third party materials or technology, modifications not made by HP, or use with products or services not authorized by HP.

6. LIMIT OF LIABILITY. HP’s liability to You under this Agreement is limited to the greater of $1,000,000 or

the amount payable by You to HP under the applicable Schedule. Neither You nor HP will be liable for lost revenues or profits, downtime costs, loss or damage to data or indirect, special or consequential costs or damages. This does not limit, however, either party’s liability for unauthorized use of intellectual property, death or bodily injury caused by Your or Our negligence, acts of fraud, willful repudiation of the Agreement or any liability that cannot be excluded or limited by applicable law.

7. CONFIDENTIALITY. In connection with this Agreement or any order made under it, the parties may

exchange confidential business, technical or financial information. This information will be treated as confidential if it is indicated as such when it is disclosed, or if it would reasonably be understood as confidential by its nature and the circumstances of disclosure. Confidential information may be used by a

ATTACHMENT 10


HP MANAGED PRINT SERVICES AND SUPPORT AGREEMENT

Page 2

8. receiving party only for the purpose of fulfilling its obligations or exercising its rights under this Agreement,

and may be shared only with employees, agents or contractors who have a need to know the confidential information for that purpose. The receiving party will protect the confidential information with a reasonable degree of care to prevent its unauthorized use or disclosure. The receiving party’s confidentiality obligations will continue for three (3) years from the date of disclosure, or (if longer) such period as the relevant information remains confidential. These confidentiality obligations will not extend to information that: was already known by the receiving party prior to its disclosure; is or becomes public knowledge without breach by the receiving party; is independently developed or learned by a receiving party; is rightfully received by a receiving party from an independent third party; or is required to be disclosed by a governmental agency or by law.

9. EFFECT OF TERMINATION. Termination of this Agreement may not result in termination of any existing

Schedules hereunder unless the parties agree in writing to terminate such Schedules. This Agreement will be deemed in full force and effect for any existing Schedules that may continue. Upon termination of this Agreement, You will pay HP for all Services performed, and all charges and expenses due HP under this Agreement and as provided in a Schedule, including any applicable termination fees.

10. MISCELLANEOUS. The failure of either party to enforce at any time any provision of this Agreement shall

not be construed to be a waiver or any breach of these terms and conditions and shall not be construed as a waiver of any other term or condition.

ATTACHMENT 11


HP MANAGED PRINT SERVICES AND SUPPORT SCHEDULE

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This HP Managed Print Services and Support Schedule (“Schedule”) is made on the Schedule Effective Date specified below between Hewlett-Packard Company (“HP”) and the customer named below (“Customer”) and applies to Customer’s purchases and HP’s provision of managed print support services (the “Services”) from HP. This Schedule is attached to and forms part of the HP Managed Print Services and Support Agreement dated _____, 20__ (the “Agreement”) and must be signed by both parties to be effective. Capitalized terms not defined herein are defined in the Agreement. TERM: ___ MONTHS

HP W I L L P R O V ID E S UP P O R T W HI C H I NC L U D E S T HE F O L L O W I NG :

PRICING SCHEDULE

S U P P O R T R A TE S F O R T H E V A R IO U S D E V IC E S A R E A S F O L L OW S : MO D E L T YP E R A T E P R O

G MO D E L T YP E R A T E P R O G

SERVICE LEVEL DEFINITIONS. Premium Support (PS): Includes toner, toner delivery, maintenance kits, parts and repairs. Essential Support (ES): Includes toner, toner delivery, color maintenance items. Service Support (SS): Includes parts and repairs (no toner). All programs also include cleanings at every service visit, a dedicated account manager, along with detailed usage reports. Toner installation and empty toner cartridge disposal may or may not be included depending on location. Except to the extent that a specific requirement is set out in this Schedule, HP will manage the method and provision of the programs in its sole discretion. TERM, TERMINATION & RENEWAL. The term of this Schedule will begin on the Schedule Effective Date and will continue for the Term indicated above. This Schedule will automatically renew for successive twelve (12) month terms unless (i) HP is notified, in writing, of Your intention not to renew at least sixty (60) days before the Term expiration; or (ii) We notify you of Our intent not to renew. We reserve the right to increase the rates at each renewal. We reserve the right to terminate this Schedule at any time. You may only terminate this Schedule in the event of HP's non-performance. We will have thirty (30) days from your written

Toner Cartridge Delivery Four Hour/NBD Priority Response

Detailed Usage Reports

Service, Parts, and Maintenance Kits

Cleanings at Every Technician Visit

Dedicated Account Manager

ATTACHMENT 11



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notice to cure such concerns. If Our cure does not resolve Your concerns, this Schedule will terminate ninety (90) days after the written notice was received. This Agreement may not be cancelled for convenience by You. In the event of any early termination of this Schedule for any reason other than Our non-performance, We, in Our sole discretion, may assess you the number of impressions estimated to be remaining for the term of this Agreement based on the most recent historical impression counts. Any invoice issued for remaining impressions on this Schedule will be due and payable immediately. DEVICES COVERED UNDER THIS AGREEMENT. The pricing above and the terms contained herein are offered based on supporting all eligible devices within the organization and keeping the remote monitoring software active. All devices of a similar model/series must be enrolled unless a specific written exception is granted. Devices can only be removed from the program if they are taken out of service and permanently removed from a supportable location. Additional devices may be added at any time if We currently provide support for that model/series. Devices that are added at a later date that are not currently included in the Pricing Schedule will be added at the then current rate. Devices must be in a working condition prior to being enrolled in this program. If a device to be added to this Agreement is not new, We will determine if repairs are required to bring the device to a working condition. If repairs are required, We will only charge You for parts used, labor charges will not be billed. If a mono device to be enrolled has a "toner low" condition, You will be invoiced 50% of the retail price of a new toner cartridge. On color devices, any toner cartridges that are "toner low" upon setup beyond the first cartridge will be invoiced at retail price. You agree to follow correct device operation guidelines as specified by the manufacturer. HOURS OF SERVICE. HP will perform service on this Agreement during normal business hours Monday through Friday, 8:00a.m. through 5:00p.m. local time. After-hours service is available in some areas for US $150.00. We are closed during holidays. PRICING, CUSTOMER REQUIREMENTS. Pricing will be billed at the per impression rates by device model/series as listed on the Pricing Schedule. One impression is equal to one 8 1/2" x 11" page. Color rates will apply to all impressions with printed color. Duplex printing equals two impressions. Customer is responsible to keep the remote monitoring software active and installed at all locations during the term of this Agreement. You understand that if the remote monitoring software is de-activated, We will not be able to receive toner low or service alert messages from Your devices, therefore if the remote monitoring software is disabled, We will not be held to our response commitments. We also use the remote monitoring software to collect counts for billing. If We are unable to retrieve counts for billing, We will invoice You with an estimated billing at the recent historical billing interval impression count for each device. If an estimated billing occurs, We will credit You for any over billing and You agree to pay Us for any under billing that is discovered once the software is reactivated and the impression counts are reconciled. TONER COVERAGE. We will increase our rates on those devices that show You are printing with greater than 7% toner coverage for mono and 28% toner coverage for color. The amount of increase will be based on the amount of excess toner coverage. DEVICE OBSOLESCENCE. When the manufacturer no longer supports a device and repair parts are no longer available for a device model/series, We reserve the right to move that model/series to a different support solution or discontinue providing service.

ATTACHMENT 11



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ITEMS NOT COVERED. The following items are not covered under this service: paper, font cartridges, firmware upgrades, third-party SIMMs, DIMMs, and accessories, and all external interface cards. Imaging supplies provided by HP under this Agreement remain the property of HP at all times. DISK DRIVE SECURITY. We respect your privacy and take your security seriously. Therefore, we will be following this Disk Drive Security Policy. During the product life: for devices managed by Us, faulty disk drives, regardless of manufacturer’s warranty status, will be left with authorized personnel at Your site. If device disk drives must be taken from Your site, upon request, HP will perform an overwrite process either a.) using the device’s internal overwrite process if so equipped, or b.) HP’s own process that conforms to the standards set forth by the National Institute of Standards and Technology (NIST) Bulletin 800-88 Guideline for Media. At the end of product life: at your request, We will wipe the device’s hard disk drive by a.) using the device’s internal overwrite process if so equipped, or b.) HP’s own process that conforms to the standards set forth by the National Institute of Standards and Technology (NIST) Bulletin 800-88 Guideline for Media. A fee applies to this service; Your account manager can provide you with full details. HP also offers a hard drive swap service in which we replace the existing hard drive with a new hard drive. The cost for this service depends on the cost of a replacement drive. Please note, all leased devices returned to lessor at lease end or devices used as a trade-in on a purchase transaction must have a functioning hard drive. INVOICING. HP will invoice quarterly in advance, based on the impressions made during the previous quarter. Invoice terms are Net 30. HP and Customer agree by application of their duly authorized representative’s respective signatures below that this Schedule should become effective as of the Schedule Effective Date.

EFFECTIVE DATE: ____________________________ Agreed to by: Agreed to by: Hewlett-Packard Company <CLIENT> Authorized Signature: ___________________________ Authorized Signature: ___________________________ Print Name: ___________________________________ Print Name: ___________________________________ Date: ________________________________________ Date: ________________________________________ Address: _____________________________________ Address: _____________________________________ _____________________________________________ _____________________________________________ _____________________________________________ _____________________________________________ Contact Name: ________________________________ Contact Name: ________________________________ Phone: ______________________________________ Phone: ______________________________________ EMail: _______________________________________ EMail: _______________________________________ Fax: _______________________________________ Fax: _________________________________________