Site Maintenancegem.compaq.com/gemstore/sites/downloads/HP TCPN Contract R52… · Email: [email protected] Bio/Resume Dave Chappell has been with Hewlett-Packard since August

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) ............................................................................................. 6

Tab 3 – Company Profile (App F) ......................................................................................... 7

Tab 4 – Evaluation Criteria Questionnaire (App I) ............................................................. 41

Tab 5 – Product / Services (App B) .................................................................................... 42

Tab 6 – References (App F) ............................................................................................... 67

Tab 7 – Pricing (App C) ...................................................................................................... 71

Tab 8 – Value Add (App G) ................................................................................................. 79

Tab 9 – Required Documents (App H) ................................................................................ 83

Appendix D .......................................................................................................................... 91

HP Appendix A—Supplemental Information ..................................................................... 113

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.

HP Respponse to Regioon 4 Education Ja

Service Centeanuary 10, 201

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er 3

5


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


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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


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at locations throughout the U.S. to provide the best local sales coverage for HP U.S. Public 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


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Email [email protected]

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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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.


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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


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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.


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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.


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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.


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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)


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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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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.


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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.


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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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3. Maintenance programs which allow for supplies to be charged on a per copy rate.

Response: HP offers cost-per-copy maintenance programs as a standard for our Managed Print Services programs.

• Detail how you would formulate a charge per copy for toner.

Response: HP CONFIDENTIAL

• Detail how your organization is able to provide remote monitoring of all print devices for use in the management of consumable, break/fix, technical support and the improvements of efficiencies for supplies and/or cost reductions.

Response:

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.

HP Web Jetadmin Within the Region 4 ESC/TCPN member’s network, 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.

Orion HP collects and reports data related to the MPS program through a remote monitoring utility and Orion, our proprietary service system. This system serves as our central management utility for helpdesk, dispatch, and data collection and enables the integrated service and utilization reporting contained in the Quarterly Business Reviews.

Non-network Connected Devices HP uses two supplemental methods to collect data from non-network connected devices:

1. Local Agent: This is a printer monitoring agent that can be "pushed" to desktop PCs and workstations to monitor devices connected via USB or parallel and report the utilization data back to a central network server.


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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 7 – Pricing (App C) Proposers must provide all requested pricing in Tab 5 Services/Products starting on page 26 of 66 of this document. Pricing should be provided in hard copy under this tab and also in electronic format. Any service or equipment proposed in this submittal must have a pricing vehicle that can be audited for TCPN clients accessing any resulting contract.

Electronic Price Lists • Respondents must submit products, services, warranties, etc. in price list.

• Prices listed will be used to establish the extent of a vendor’s product lines, services, warranties, etc. that are available from a particular proposer and the pricing per item.

• Electronic price lists must contain the following: (if applicable)

• Manufacturer part #

• Vendor part # (if different from manufacturer part #)

• Description

• Manufacturers Suggested List Price and Net Price

• Net price to TCPN (including freight)

• Media submitted for price list must include the respondents’ company name, name of the solicitation, and date on CD, DVD or Flash Drive (i.e. Pin or Jump Drives).

Not to Exceed Pricing • TCPN requests pricing be submitted as not to exceed for any participating entity.

• Unlike fixed pricing the awarded vendor can adjust submitted pricing lower if needed but, cannot exceed original pricing submitted for solicitation.

• Vendor must allow for lower pricing to be available for similar product and service purchases.

Required Unit Pricing: Proposers should complete the following cost per copy (CPC) and overage rates for purposes of evaluating this RFP. The below bands are setup for billing as CPC with minimum usage requirements and a single unit being provided. These rates would be maximum rates that might be used in client proposals and would be reduced where volume dictated.

I. Volume Band 1 - 20+ Pages Per Minute (PPM) Base Monthly Volume – 2,500

Response:

Item Configuration CPC Price Overage Notes/Comments

1 Print/Copy $ 0.0242 CPC includes service, NEW

HP brand toner (OEM),

toner delivery, account

management, reporting,

and maintenance.


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2 Print/Copy/Fax $ 0.0242 CPC includes service, NEW




and maintenance.

3 Print/Copy/Scan $ 0.0242 CPC includes service, NEW




and maintenance.

4 Print/Copy/Scan/Fax $ 0.0242 CPC includes service, NEW




and maintenance.

II. Volume Band 2 - 30+ PPM Base Monthly Volume – 5,000

Response:






and maintenance.





and maintenance.





and maintenance.


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and maintenance.

III. Volume Band 3 - 40+ PPM Base Monthly Volume – 10,000

Response:






and maintenance.





and maintenance.





and maintenance.





and maintenance.


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IV. Volume Band 4 - 55+ PPM Base Monthly Volume – 16,000

Response:






and maintenance.





and maintenance.





and maintenance.





and maintenance.

V. Volume Band 5 - 65+ PPM Base Monthly Volume – 40,000

Response:


1 Print/Copy n/a

2 Print/Copy/Fax n/a

3 Print/Copy/Scan n/a

4 Print/Copy/Scan/Fax n/a


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VI. Volume Band 6 - 80+ PPM Base Monthly Volume – 75,000

Response:


1 Print/Copy n/a




VII. Volume Band 7 - 105+ PPM Base Monthly Volume – 100,000

Response:


1 Print/Copy n/a




VIII. Volume Band 8 – BW/Color 20+ Color PPM Base Monthly Volume – 2,500

Response:

Item Configuration Mono CPCPrice

Color CPCPrice

Mono Overage

Color Overage

Notes/Comments

1 Print/Copy $ 0.0360 $ 0.1724 CPC includes

service, NEW HP

brand toner

(OEM), toner

delivery, account

management,

reporting, and

maintenance.

2 Print/Copy/Fax $ 0.0360 $ 0.1724 CPC includes

service, NEW HP

brand toner

(OEM), toner

delivery, account

management,

reporting, and

maintenance.


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3 Print/Copy/Scan $ 0.0360 $ 0.1724 CPC includes

service, NEW HP

brand toner

(OEM), toner

delivery, account

management,

reporting, and

maintenance.

4 Print/Copy/Scan/Fax $ 0.0360 $ 0.1724 CPC includes

service, NEW HP

brand toner

(OEM), toner

delivery, account

management,

reporting, and

maintenance.

IX. Volume Band 9 – BW/Color 30+ Color PPM Base Monthly Volume – 5,000

Response:


Color CPCPrice

Mono Overage

Color Overage

Notes/Comments


service, NEW HP

brand toner

(OEM), toner

delivery, account

management,

reporting, and

maintenance.


service, NEW HP

brand toner

(OEM), toner

delivery, account

management,

reporting, and

maintenance.


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service, NEW HP

brand toner

(OEM), toner

delivery, account

management,

reporting, and

maintenance.


service, NEW HP

brand toner

(OEM), toner

delivery, account

management,

reporting, and

maintenance.

X. Volume Band 10 – BW/Color 40+ Color PPM Base Monthly Volume – 10,000

Response:


Color CPCPrice

Mono Overage

Color Overage

Notes/Comments


service, NEW HP

brand toner

(OEM), toner

delivery, account

management,

reporting, and

maintenance.


service, NEW HP

brand toner

(OEM), toner

delivery, account

management,

reporting, and

maintenance.


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service, NEW HP

brand toner

(OEM), toner

delivery, account

management,

reporting, and

maintenance.


service, NEW HP

brand toner

(OEM), toner

delivery, account

management,

reporting, and

maintenance.


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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.

X



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er 3

4


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The following item has been marked as HP Confidential:

Section IX. Maintenance (Break/Fix) Item 3, Bullet 1.



Page-8

er 3

6



Page-8

er 3

7



Page-8

er 3

8



Page-8

er 3

9



Page-9

er 3

0


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Appendix D

GENERAL TERMS & CONDITIONS ACCEPTANCE FORM

Signature on Ve ndor C ontract Signature for m cer tifies com plete accept ance o f the General T erms and C onditions i n t his sol icitation, except as noted below (additional pages may be attached, if necessary). Check one of the fol lowing responses to t he Gener al T erms an d 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: U nacceptable excepti ons s hall r emove yo ur pr oposal from consideration for awar d. R egion 4 ESC shal l be t he sole j udge on th e 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 S upport: 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 N on-Performance or Contractor D eficiency: 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.

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.

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.

5.3 Delivery/Service Fai lures: 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.

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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5.4 Force Ma jeure: 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.

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 Cancel lation: 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.

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.

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.

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.

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

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 a djustment: 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.

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.

Aligned certificate of insurance terms with HP umbrella insurance policy.

13.7 Legal Obl igations: 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

Clarifies guidelines for using HP logos.


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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.

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 fingerprint 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

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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Typewritten Text

X

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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Typewritten Text

X

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X

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X

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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X

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X

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X

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X

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.

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.

mailto:[email protected]




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

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.

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.

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.

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.

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.

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

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.

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.

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.

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.

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.

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.

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.

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 PR OPERTY R IGHTS. 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

Page 1

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



Page 2

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 T HIS 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 O F SER VICE. 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, C USTOMER RE QUIREMENTS. 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



Page 3

ITEMS N OT C OVERED. 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: _________________________________________