Managed Print Services - hp.com · MM/DD/YYYY HP Proprietary and Confidential 2 1.5 Why HP? HP MPS – our value . HP has over 20 years of Managed Print

Proposal

Sample Client

Managed Print Services

MM/DD/YYYY HP Proprietary and Confidential 1

Section 1: Executive Summary

1.1 Introduction

Thank you for investing time with HP to discuss your print environment, goals and costs. We

have completed HP’s Assessment Process and are presenting our findings, proposed costs and

Managed Print Services (MPS) offering in this proposal.

1.2 Recap of Work Accomplished to-date

Assessment Process

Your sales consultant has met with stakeholders in your company to complete both a Needs and

a Print Environment Assessment. The Needs Assessment has helped HP identify print needs

addressed by our MPS offering. HP’s Print Environment Assessment identified and documented

your current print fleet.

Baseline Cost Data Source – Your Data

As part of our baseline cost assessment, stakeholders from your company provided actual cost

data for supplies/service and HP’s comparative data is based on your own actual costs. As a

result, the cost savings reflected in the next section reflects actual anticipated cost saving.

1.3 Cost-savings Summary

Based on our baseline cost assessment and using the aforementioned source for your baseline

costs, HP estimates that by choosing HP and implementing our MPS program, you will save

$5,160.10 over 36 months which is 23.4%.

1.4 Partnering with Sample Partner and HP

Sample Partner

HP is responding with our trusted and valued reseller Sample Partner.

Sample Partner offers comprehensive consulting, hardware,

software, project and support services for organizations looking to

upgrade, enhance or support their current informant technology needs. Sample Partner

understands your IT needs. HP brings expertise and value in an MPS offering to fit the unique

needs of Sample Client. HP will provide the MPS service, support and account management and

Sample Partner will bring its knowledge of your organization, and procure the print hardware as

needed.

We have

worked

together to

complete

Assessments

and establish

your priorities

Choosing HP

will save you

$5,160.10 over

36 months.

Sample

Partner has an

established

Relationship

with Sample

Client


1.5 Why HP?

HP MPS – our value

HP has over 20 years of Managed Print Services experience. As one of the original

pioneers in the IT industry, HP equipment is reliable and user-friendly. HP’s MPS

contracts provide our clients with flexibility. There are no volume minimums or

maximums. It is a true pay-for-print model—you only pay for what you print.

Devices can be added or removed without penalty.

HP has over 330,000 employees nationwide and has the financial strength and

stability to support your program. HP’s technicians are HP device experts and

provide unparalleled customer service.

High-Quality Service and Supplies

OEM Toner

HP only uses genuine HP OEM toner in line with our commitment to high-quality service and

supplies. As one of the most enduring brands in the IT world, HP is known for our high-quality

products.

HP printers and print cartridges are designed as a single printing system and are precisely

engineered for exceptional print quality, rock-solid reliability and fast, efficient operation. HP

products need OEM toner to perform at maximum capability. HP’s submitted pricing is based on

exclusive OEM toner usage.

Preventative Maintenance

All preventative maintenance costs are covered under the defined cost-per-page rates. Our

techs perform preventative maintenance and cleanings at each visit. This enables devices to

have fewer service calls and a longer useful life.

Real-time Dispatching System

Our proprietary dispatching system includes GPS tracking of our service vans. This

system has been highly tailored to allow a dispatcher to see mapped locations for

field technicians allowing piggy-backing of service calls for technicians already in the

service area. Our dispatchers assign service calls with the understanding of

individual client call deadlines and service delivery requirements.

HP OEM Toner Benefits

Greater printer uptime

Fewer service calls

Higher print quality

Longer printer life

Fewer reprints


Service Vans with Optimized Inventory

Each van is stocked with approximately with 200

inventory items including: toner, supplies and parts.

Warehouse personnel and technicians learn to

optimize the inventory in each van to meet the unique

needs of territories assigned to technicians and the

clients in each territory.

Coordinated Inventory System

Service vans are considered an extension of our warehouse. Inventoried items are

shared across territories when needed. Dispatchers sometimes send technicians into

the field to meet up with other technicians to fill short-term inventory needs,

eliminating the need to return to the warehouse for supplies fulfillment.

Technician Tablets

Technicians have access to all internal systems and service resources. The

technicians carry a fully-loaded HP Tablet with data input requirements for each

activity. Break/fix resource information is available at their fingertips. Active

communications between technicians and dispatchers provides fast and efficient

communication.

National Technical Support Group

The HP field service technicians that provide onsite break-fix services and support

are supported by even more experienced Tier II engineers that are assigned to the

HP National Technical Support (NTS) group.

HP Device Expertise

HP’s Managed Print Services stands alone in our ability to provide exceptional service execution

on HP devices. With a predominately HP printer fleet, you need a service provider who has the

expertise to service and manage these devices. HP’s trained and experienced techs are HP

equipment experts and will provide exceptional knowledge, service, and insight unlike any other

provider. HP is the top choice to service and manage the HP environment due to the following

unique benefits:

HP service and support for HP-centric fleet

Escalated technical support directly within HP

Insight into future HP product development not available elsewhere

Largest availability of HP service components

HP-assigned technician coverage

Largest knowledge base on HP devices

No one can

service HP

devices like HP


1.6 Case Studies

Cancer Treatment Centers of America

HP Managed Print Services supports holistic patient care

Since 1988, Cancer Treatment Centers of America (CTCA) has helped patients fight cancer using

advanced technology with a personalized approach. CTCA runs a national network of five cancer

hospitals and one clinic.

These hospitals provide advanced

diagnostic tools; targeted radiation

therapies; minimally invasive

surgical techniques; and new

targeted drug therapies. CTCA

employs approximately 4,500

healthcare professionals nationwide

and relies on HP for its technology

products from desktops, notebooks

and servers to office printers.

Facing ongoing challenges with its mission critical printing needs, CTCA turned to HP Managed

Print Services (MPS) to deliver a reliable print infrastructure to support its exemplary patient

care.

Printer downtime interrupts workflow

The technology goal for CTCA is 100% uptime for all its IT assets, from software to printers. But

that was a challenge prior to the HP Managed Print Services solution. “Printers would break

down and not be fixed for long periods of time. We were constantly running out of toner, and

costs were exceeding targets,” Downs says. “It was impacting patient care negatively.”

Since CTCA operates on a pod concept—caregivers go to patients instead of making patients

search out various offices—physicians receive daily printed schedules indicating which patients

they are seeing, as well as when and where. Administrative departments generate documents

such as reports, spreadsheets and presentations essential to hospital business functions.

Roughly 90% of the 4,500 CTCA employees rely on printers in their daily jobs, printing

approximately 30 million pages annually.

HP MPS delivers world-class service

When CTCA needed a solution, they naturally thought of HP, which already delivered excellent

desktop and notebook PCs supported with excellent service. After investigating service and

printing options, CTCA ultimately chose HP MPS.

“Our purpose here

is to save lives and

every cog in the

wheel matters. A

printer out of

service can bring a

hospital to a

standstill.”

– Chris Downs, Vice President,

Information Services, Cancer

Treatment Centers of America


“We had numerous reference calls with other customers who had migrated over to HP MPS, and

their feedback was overwhelmingly positive,” Sato says. “Plus, we liked the tailored service

approach HP was going to give our hospitals. Previously, the toner would ship to our doorsteps

but we still had to load it and maintain the printers; it was more labor intensive for our team.

With HP MPS, the HP service team is automatically notified when the toner is low. They arrive

with the replacement toner, clean the printer, replace the toner and remove the used cartridge.

That is world-class service. We never touch the printer.”

Client Outcome

Review increased digital workflow options

Standardize on a few models of HP printers

Promote quality of patient care with printed life-impacting medical information

Support patient-centric appointment workflow with print efficiency

Improve service levels and printer uptime with HP MPS

Save approximately 2,000 hours of IT staff time annually with HP MPS

Streamline workflows with digital capabilities easily integrated with Allscripts EHR

Increase digital workflow through partner deployment of RightFax

Optimize printer fleet utilizing accurate HP MPS data

Realize excellent ROI in printer refresh of targeted devices identified through MPS data

Reduce toner costs through right sizing for volume and features

Ensure proactive on-demand toner delivery through HP MPS

Palo Alto Unified School District

HP Managed Print Services enables flexible print policy and cost/benefit analysis

Palo Alto Unified School District (PAUSD) took stock of

its print infrastructure and found itself in a situation

common among institutions whose equipment

inventories have evolved over time. Devices of various

makes and models had proliferated, increasing

operational overhead. Many different types of toner

cartridges had to be stocked; expired inventories sat in

closets, even after the printer had been retired. There

was no insight into the overall infrastructure or its true

costs.

The district started moving, site by site, to HP Managed Print Services (MPS) with optimized

deployments of HP LaserJet printers and HP Web Jetadmin management software.

New devices match user requirements, from small classroom printers to high-volume library

printers. As part of the service, each device reports over the network when it’s getting low on

toner, which generates an automatic order for supplies from HP.

High-achieving district targets print infrastructure

“With HP Managed

Print Services, we have

the right printers in

the right places,

robust cost accounting

and reporting, and

streamlined supplies

management.”

– Yancy Hawkins, fiscal services

manager, Palo Alto Unified

School District


HP MPS is an outsourcing service that encompasses all stages of the print and

imaging lifecycle, including assessment, procurement, implementation, device and

supplies management and workflow automation.

“Before HP Managed Print Services, we had no insight into what was spent on

printing or what departments were printing; we just knew it was excessive. With HP

Managed Print Services, we have the right printers in the right places, robust cost

accounting, streamlined supplies management and optimization choices for the

future,” says Yancy Hawkins, fiscal services manager, PAUSD.

Customer Outcome

Consolidated number of devices by up to 50% at district office

Gained clarity into device usage and costs, as basis for deployment

decisions

Reduced costly ad hoc supplies purchases and excess inventory through

automatic replenishment

Established process for site-specific cost/benefit analysis to enact flexible

print policy

Robust cost accounting and reporting

Detailed data of devices and supplies used at each site

Eliminate unexpected repair and maintenance costs

Improve service to students and staff

1.7 Conclusion

Thank you for the opportunity to present our capabilities and recommendations. We look

forward to further discussions regarding how HP can improve your end-user experience and

lower your print costs.


Section 2: Proposed MPS Solution

HP approaches MPS in three phases:

Manage Materials & Assets

Optimize Users

Improve Document Management

These phases can lower your print spend incrementally during each phase. Your HP

account delivery manager will guide you through these phases and provide strategic

consulting along the way, forming a long-term partnership.

Phase I: Manage Materials & Assets

HP brings your assets and materials under HP’s management through a detailed set-

up process. We can assist you with change management and new device training.

Service begins and your HP account delivery manager becomes your day-to-day

contact, providing insightful reporting and strategic Customer Business Reviews.

Step 1: Set up Entitlement Process

HP’s Entitlement Process is a data collection and device identification process to help HP

support your devices. HP gathers information about the devices and current page counts. We

verify devices are in a supportable state. The Entitlement Process enables us to verify an

inventory list in relation to the contract for device management. HP works closely with you

through the Entitlement Process to manage communication and outcomes.

Device Health Check

After contract signing, and before we initiate HP MPS, technicians perform an onsite health

check of each device on the HP MPS contract. Devices are checked for print quality and

performance. Parts showing extreme wear are replaced, and broken devices are brought back

to life when desired. Supplies are checked and replaced if significantly low. Parts and supplies

replaced during a Device Health Check are billed on your first MPS invoice at our standard rates.

Stickering

At the completion of the health check exercise, each device receives a printer sticker containing

a unique identification number for tracking in our service delivery system. The identification

number is loaded into our database, along with instructions for technicians to locate the device.

Over time, a service history is connected to this number as well. The printer sticker also

instructs end-users about how to request service and supplies.


30-day Page Counts

HP will gather page counts close to the 30-day mark, both remotely for networked devices and

manually for non-networked devices. In some geographic locations, HP may ask for your

assistance in gathering this data, or we may jointly explore using industry averages to

determine print volume. HP uses these 30-day Page Counts to forecast volumes for the first

quarterly invoice.

Step 2: Change Management On-boarding

The HP On-boarding team will meet with your team to jointly determine the following:

Identification of project champion(s) and respective roles

An implementation timeline

Unique location logistics/communications, i.e., property security requirements

Review of service level agreements and requirements for service delivery

Client Communications

HP will help you prepare employees for the transition, address concerns, and provide assistance

around process changes. HP will collaborate with you to develop an internal communications

plan to keep users informed of changes prior to implementation. HP will also work together

with you to define the Service Request Process and communicate this information to end-users.

Service Request Process

Standard Process

HP’s standard service request process enables end-users to contact HP directly. Service request

lines are open Monday through Friday, 6:00 a.m. to 6:00 p.m. MST. When your employee calls

HP at the toll-free number indicated on the printer sticker, they will be immediately connected

to a person, not a phone tree. The HP dispatcher answering the phone will ask for the

employee's name, company, printer identification number (found on the printer sticker), and a

brief description of the reason for the call. The dispatcher will confirm the data in our system

and create a service call. HP will typically keep an employee on the phone for no longer than 3-5

minutes while a service request is being placed.

Employees 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.

Routing calls through your Help Desk

Some clients prefer to route all requests for service/supplies through their Help Desk. We can

accommodate this request; however, we strongly recommend allowing end-users to contact HP

directly in order to experience the greatest time-savings benefit of HP MPS. Should you choose

to route calls through your Help Desk we would place a slightly different printer sticker on your

devices (see left) simply directing end-users to contact your Help Desk.

Step 3: New Hardware Training (when applicable)

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

mailto:[email protected]


If you are purchasing new HP hardware at the time of MPS initiation, HP or your partner will

provide basic device training as determined during an on-boarding meeting. As devices are

installed and configured, technicians or the HP partner will conduct an informal walk-around

training. This training covers the key features and benefits as well as performance capabilities

of new devices including basic printing, fax, 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. Options for more in-depth training is

available (fees apply).

Step 4: Service Delivery HP MPS is provided in four different delivery models:

HP Premium: HP Premium service offers priority, 2-hour onsite response for supplies

and service requests. This service level is only offered with HP Direct Service Model (see

below).

HP Priority: HP Priority service includes a 4-hour onsite response for service incidents

and express supplies shipments for customer installation. General device maintenance

will be performed during each onsite service event.

HP Advantage: HP Advantage is available in the majority of US metro areas. This

service level offers next-business-day (NBD) response for service incidents. Supplies

are shipped, using express delivery if the situation warrants, for customer installation.

HP Extended Reach: HP Extended Reach is offered to provide onsite service response

by an authorized ServiceTechnician in areas where geographic proximity to an HP-

badged technician is limited. Service timing is determined by location. All efforts will be

made to deliver service by the next business day,although it may take longer. HP ships

supplies for customer installation.

Preventive maintenance tasks are performed each time a technican is onsite.

Direct Service Model

A direct service approach, using HP-badged technicians, is provided whenever the device

requiring service is in a geographic location where an HP-badged service technician can provide

the service within the agreed upon service level (see HP Premium & HP Priority above). HP

technicians arrive onsite with the right parts and supplies in hand to complete the requested

service. The customer does not manage supplies/parts inventory, but rather relies on HP to

provide the parts/supplies needed for each request either through the technician (HP Premium)

or through shipping for customer installation (HP Priority).

Indirect Service Model

Indirect Service is provided when the device is in a geographic location where an HP technician is

not accessible to meet the requirements of the agreed upon service level. Customers request

service (standard process or through their Help Desk) and our trusted service partners provide


onsite services. Supplies are shipped to the location for client-installation.

HP creates a help ticket at the time of a service request and routes the caller to a support desk

for trouble-shooting. Many times a technician takes the call immediately; however, during high

call periods you may need to leave a message expecting a response in less than 30 minutes to

troubleshoot the issue with your assistance. Support technicians are very experienced, and are

able to diagnose problems quickly over the phone.

When the diagnosed fix does not involve parts, the support technician will guide the caller to

complete the fix. When necessary, the support technician can dispatch a service partner to

conduct an onsite visit. A parts kit is shipped to coincide with the arrival of the technician. Once

onsite, the service partner completes the repair and conducts preventive maintenance tasks.

Automatic Toner Replenishment (ATR)

When utilizing ATR, a data collection agent application reports data and alerts HP when supplies

are needed. An order for supplies is initiated and fulfilled, and the client receives a replacement

set of supplies. The client exchanges cartridges and returns the empties for recycling. Specific

criteria must be met before this service approach can be considered. Supplies outages can occur

for a number of reasons which will be explained in detail should you choose to explore use of

ATR. Clients receiving ATR can be utilizing either Direct or Indirect service.

For more information, please request the following document from your sales consultant:

Learning Series: Automatic Toner Replenishment

Step 5: Account Delivery Management HP will assign a dedicated account delivery manager to you who will serve as your day-to-day

contact. HP’s account delivery managers are MPS experts and are trained in customer support

providing strategic guidance throughout the contract term.

HP’s account delivery managers are responsible for analyzing fleet data, delivering reports,

conducting Customer Business Reviews (see Step 7), resolving billing issues, providing

recommendations and addressing opportunities for improvement or issues as they arise.

Step 6: Reporting HP utilizes an industry-leading analysis and reporting approach to provide extreme visibility

into clients’ print environments resulting in recommendations for potential office printing cost-

savings and improved document management and workflow. HP’s standard reports include a

Document Environment Review and Trend Utilization Reports.


Step 7: Customer Business Reviews HP utilizes a Customer Business Review (CBR) process to address ongoing, active management

of our clients’ print environments. Every 3-6 months, your account delivery manager will review

utilization and trending reports with you, and make recommendations for relocating devices to

achieve greater utilization, as well as retiring or refreshing printers to lower your overall costs

of printing. CBR discussions can also uncover needs for solutions to support document

management processes. CBR recommendations are intended to discover additional cost

savings or identify process improvements over the term of the contract.

Step 8: Invoicing HP invoices for service, supplies, and support on an all-inclusive, cost-per-page

basis. HP MPS is a true pay-for-print model, meaning you pay only for the pages you

print. Our agreements do not include minimums or overage charges. Client 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. Quarterly bills

are forecasted for 90 days based on the first 30 days of volume and are trued-up

each quarter. Invoices can include grouping by location and/or department.

Monthly post-billing is an option and carries an up-charge. HP does not recommend

it as part of our most cost-effective offering, but we recognize some organizations

benefit from monthly billing processes.

Phase II: Optimize Users

As HP monitors, services, and collects page counts for your fleet, we gather key information to

make insightful optimization recommendations. After an initial service period (at least three

months), your account delivery manager will analyze gathered information and present

strategic recommendations during a Customer Business Review meeting. HP approaches

optimization over the length of your contract to continually drive down costs.

Device Optimization HP customizes our optimizations based on your objectives and goals. HP will audit, consolidate

and right-size in order to balance the printing fleet. Devices are placed according to cost, usage,

range and workflow.

Customized Approach

HP will meet with you to discuss your optimization goals and objectives. We will take into

consideration your company culture, end-user needs and any other preferences you state. This

customized approach sets HP apart from our competition.

Optimization consideratons may include:


Remain – When devices are operating on an effective cost-per-page and usage volume

and device capabilities are aligned, HP will recommend the devices remain as-is.

Replace – HP will recommend replacing devices when they have reached the end of

their useful life, or if operating on a high cost-per-page.

Remove – HP often finds most clients have more devices than needed. We will

recommend devices to be removed based on cost, performance and usage.

Reposition – Print needs change over time and sometimes simply repositioning devices

or moving page volumes to another device can significantly lower your print costs.

Consolidate – HP will review your fleet and provide consolidation recommendations to

improve end-user productivity and satisfaction.

Onsite optimization projects to include current/future state mapping are considered as

requested/identified, and are treated as separate projects requiring a statement of work.

Phase III: Improve Workflow

Fleet Management represents just 10% of your total addressable costs. The remaining 90% of

your costs live inside of business processes and significant cost-savings opportunities exist by

implementing solutions. As one of the longest-tenured technology companies in the world, HP

has developed many proprietary workflow solutions.

HP also has strong partnerships with other solutions providers to provide a wide range of

software and services to meet your workflow needs. These partnerships include alliances with

PaperCut (secure printing and print waste reduction for multivendor fleets) and DocuWare

(document workflow management).

HP has a robust solutions portfolio to meet your current and future needs. They fall within

three categories:

Security

o HP Access Control

o PaperCut

o HP Imaging and Printing Security Center

Workflow

o HP flow CM Professional

o DocuWare

o HP Capture and Route

o HP Embedded Capture

Mobility

o HP ePrint Enterprise

A Special Offer:

Your MPS contract

includes free use of

150GB of HP Flow

cloud space. Start

realizing the benefits

of the cloud with

your MPS Program!


Section 3: Cost Proposal

Current Current Current Current Proposed Premium Premium

Pages/ Hard Hard Total Total Pages/ Support Support

Qty Meter Engine Prg Month CPP Costs CPP Costs Month CPP Costs

1 Mono Brother MFC 8460 PS 71 $0.0224 $1.60 $0.0276 $1.97 71 $0.0346 $2.47

1 Black Dell 5100 PS 634 $0.0260 $16.47 $0.0466 $29.52 634 $0.0318 $20.15

Color Dell 5100 PS 0 $0.1274 $0.00 $0.1518 $0.00 0 $0.1312 $0.00

2 Mono HP 2420/2430 PS 2,434 $0.0260 $63.29 $0.0302 $73.52 2,434 $0.0227 $55.26

4 Mono HP 4200 PS 7,064 $0.0229 $161.77 $0.0271 $191.43 7,064 $0.0181 $127.86

2 Mono HP 4240 PS 1,526 $0.0267 $40.74 $0.0311 $47.46 1,526 $0.0201 $30.67

2 Mono HP 4250/4350 PS 5,570 $0.0217 $120.88 $0.0261 $145.39 5,570 $0.0146 $81.33

2 Black HP CP4025 PS 1,787 $0.0394 $70.42 $0.0595 $106.34 1,787 $0.0288 $51.47

Color HP CP4025 PS 2,059 $0.1198 $246.65 $0.1426 $293.59 2,059 $0.0863 $177.68

1 Black HP CP6015 PS 2,314 $0.0340 $78.67 $0.0546 $126.33 2,314 $0.0231 $53.45

Color HP CP6015 PS 14,885 $0.1351 $2,011.00 $0.1571 $2,338.47 14,885 $0.0976 $1,452.80

9 Mono HP M3027/M3035 PS 37,305 $0.0258 $962.46 $0.0300 $1,119.14 37,305 $0.0192 $716.25

1 Black HP M375/M475 PS 1,773 $0.0617 $109.37 $0.0882 $156.34 1,773 $0.0353 $62.57

Color HP M375/M475 PS 2,191 $0.2024 $443.48 $0.2404 $526.74 2,191 $0.1790 $392.20

3 Mono HP M401/M425 PS 2,069 $0.0316 $65.39 $0.0365 $75.53 2,069 $0.0259 $53.60

20 Mono HP M525 PS 139,348 $0.0249 $3,469.77 $0.0290 $4,041.10 139,348 $0.0189 $2,633.68

21 Black HP M551 PS 15,068 $0.0477 $718.73 $0.0681 $1,026.11 15,068 $0.0190 $286.29

Color HP M551 PS 18,403 $0.1608 $2,959.24 $0.1862 $3,426.69 18,403 $0.0865 $1,591.88

41 Mono HP M601 PS 155,145 $0.0227 $3,521.79 $0.0271 $4,204.42 155,145 $0.0214 $3,320.10

1 Black HP OJP X451/X551 PS 820 $0.0385 $31.58 $0.0558 $45.77 820 $0.0190 $15.58

Color HP OJP X451/X551 PS 1,847 $0.1351 $249.53 $0.1524 $281.48 1,847 $0.0750 $138.53

7 Mono HP P2055 PS 10,860 $0.0474 $514.76 $0.0551 $598.38 10,860 $0.0258 $280.18

12 Mono HP P3015 PS 20,224 $0.0249 $503.58 $0.0291 $588.52 20,224 $0.0198 $400.43

34 Mono HP P4014 PS 178,690 $0.0223 $3,984.78 $0.0267 $4,771.01 178,690 $0.0207 $3,698.87

4 Mono HP P4015/P4515 PS 39,787 $0.0223 $887.25 $0.0267 $1,062.32 39,787 $0.0146 $580.89

2 Black Xerox 6280 PS 812 $0.0466 $37.83 $0.0726 $58.94 812 $0.0546 $44.33

Color Xerox 6280 PS 1,071 $0.1951 $208.94 $0.2211 $236.78 1,071 $0.2133 $228.43

170 663,757 $21,479.97 $25,573.29 663,757 $16,496.95

Estimated $ Savings/Month: $4,983.02 $9,076.34

Estimated % Savings/Month: 23.2% 35.5%

Estimated $ Savings/36 Month Agreement: $179,388.72 $326,748.24

HP Premium Support

• High-quality service response • Parts and labor for all repairs • Toner cartridges • Dedicated account manager • Cleanings at every service visit • Ongoing account reviews • Monochrome and color maintenance items • Detailed printer usage reports

HP MANAGED PRINT SERVICES AND SUPPORT SCHEDULE

Version #00.2 HP Confidential 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 and support services (the “Services”) from HP. This Schedule is attached to and forms part of the HP Customer Terms – Support Agreement attached hereto as Exhibit A (the “Agreement”) and must be signed by both parties to be effective. Capitalized terms not defined herein are defined in the Agreement.

TERM: 36 MONTHS

H P W I L L P R O V I D E S U P P O R T W H I C H I N C L U D E S T H E F O L L O W I N G :

PRICING SCHEDULE

S U P P O R T R A T E S F O R T H E V A R I O U S D E V I C E S A R E A S F O L L O W S :

M O D E L T Y P E R A T E P R O G M O D E L T Y P E R A T E P R O G

Dell 5100 Black $0.0318 PS Dell 5100 Color $0.1312 PS

Hewlett-Packard CP4025 Black $0.0288 PS Hewlett-Packard CP4025 Color $0.0863 PS

Hewlett-Packard CP6015 Black $0.0231 PS Hewlett-Packard CP6015 Color $0.0976 PS

Hewlett-Packard M375/M475 Black $0.0353 PS Hewlett-Packard M375/M475 Color $0.1790 PS

Hewlett-Packard M551 Black $0.0190 PS Hewlett-Packard M551 Color $0.0865 PS

Hewlett-Packard OJP X451/X551 Black $0.0190 PS Hewlett-Packard OJP X451/X551 Color $0.0750 PS

Xerox 6280 Black $0.0546 PS Xerox 6280 Color $0.2133 PS

Brother MFC 8460 Mono $0.0346 PS Hewlett-Packard 2420/2430 Mono $0.0227 PS

Hewlett-Packard 4200 Mono $0.0181 PS Hewlett-Packard 4240 Mono $0.0201 PS

Hewlett-Packard 4250/4350 Mono $0.0146 PS Hewlett-Packard M3027/M3035 Mono $0.0192 PS

Hewlett-Packard M401/M425 Mono $0.0259 PS Hewlett-Packard M525 Mono $0.0189 PS

Hewlett-Packard M601 Mono $0.0214 PS Hewlett-Packard P2055 Mono $0.0258 PS

Hewlett-Packard P3015 Mono $0.0198 PS Hewlett-Packard P4014 Mono $0.0207 PS

Hewlett-Packard P4015/P4515 Mono $0.0146 PS

SERVICE LEVEL DEFINITIONS (PROG).

Premium Support (PS): Includes toner cartridges, maintenance kits, parts and repairs.

Special note for HP Officejet Pro commercial inkjet devices (with cartridge carriages- DOES NOT APPLY TO THE OJP X series): Service pricing allows for unit replacement (as a service part) for a maximum of 4 years from the device release/introduction date. After this time, Customer will be responsible for device replacement. At HP’s discretion, Customer may be issued a credit towards device replacement. NOTE: Replacement devices are property of Customer (or lease company) unless specifically identified by HP and shall remain under support for the term of the original contract. Supplies will be shipped to Customer and it will be responsibility of Customer to replace the ink cartridges.

HP encourages customers to use HP’s cartridge return program for empty laser and ink cartridge disposal. See www.hp.com for details.

Response Times: HP offers four response times depending on locations:

HP Premium – Priority 2-Hour Response with toner installation (available in limited markets only)

HP Priority – Priority 4-Hour Response, toner drop ship

HP Advantage – Next Business Day Response, toner drop ship

HP Extended Reach – Depending on location, it may be greater than NBD response

All programs also include cleanings at every service visit, a dedicated account manager, along with detailed usage reports. 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 Customer’s intention not to renew at

Toner Cartridges Response Time - See Exhibit C Detailed Usage Reports Maintenance Items Cleanings at Every Technician Visit Dedicated Account Manager



least sixty (60) days before the Term expiration; or (ii) HP notifies Customer of its intent not to renew. Rates listed in the Pricing Schedule above are fixed for the initial Term of this Schedule. HP reserves the right to increase the rates at each renewal. Customer may only terminate this Schedule in the event of HP’s non-performance. HP will have thirty (30) days from Customer’s written notice to cure such concerns. If HP’s cure does not resolve Customer’s concerns within the thirty (30) day period, this Schedule will terminate ninety (90) days after the written notice was received. This Agreement may not be cancelled for convenience by Customer. In the event of any early termination of this Schedule for any reason other than HP’s non-performance, HP, in its sole discretion, may assess Customer the number of impressions estimated to be remaining for the term of this Agreement based on the most recent historical impression counts (“Termination Penalty”). Upon termination of this Agreement, Customer will pay HP for all Services performed, and all charges and expenses then due HP under this Agreement, including any applicable Termination Penalty. HP reserves the right to terminate this Schedule at any time. DEVICES COVERED UNDER THIS AGREEMENT. The rates listed in the Pricing Schedule 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 HP currently provides support for that model/series. Supportable 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, HP will determine if repairs are required to bring the device to a working condition. If repairs are required, HP may provide those parts and repairs at HP’s standard parts and service rates. If a mono device to be enrolled has a "toner low" condition, Customer 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. Customer agrees to follow correct device operation guidelines as specified by the manufacturer. HOURS OF SERVICE. HP’s normal business hours are Monday through Friday, 8:00 a.m. through 5:00 p.m. local time. Service requests can be made 24x7 via phone voice mail or electronically (service portal). HP does not provide service during the following holidays:

New Year’s Day

Memorial Day

Independence Day

Labor Day

Thanksgiving Day

Christmas Day HP does not provide office support, but does provide technician services during the following holidays:

Martin Luther King Day

Presidents’ Day

Friday following Thanksgiving

Christmas Eve

Company shutdown between Christmas and New Year’s Day

After-hours service is available in limited areas for US $150.00 per incident. After-hours service is not available in all areas. PRICING, CUSTOMER REQUIREMENTS. Pricing will be billed at the per impression rates by device model/series as listed in the Pricing Schedule. One impression is equal to one 8 1/2" x 11" page or one 8 1/2" x 14” 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 installed, active, and fully reporting at all locations during the term of this Agreement. For non-networked devices, Customer may be responsible for reporting those page counts periodically to insure current and accurate data for billing and reporting purposes. Customer understands that if the remote monitoring software is de-activated, HP will not be able to receive toner low or service alert messages from devices. Therefore, if the remote monitoring software is disabled, HP will not be held to its response time commitments. HP also uses the remote monitoring software to collect counts for billing. If HP is unable to retrieve counts for billing, HP will invoice Customer with an estimated billing at the recent historical billing interval impression count for each device. If an estimated billing occurs, HP will credit Customer for any over-billing and Customer agrees to pay HP for any under-billing that is discovered once the impression counts are reconciled. HP may change credit terms or payment terms due to materially adverse changes in Customer’s financial condition or payment history. Special note for devices not capable of reporting page counts: There are some older printers or devices more suited for personal use that are unable to report page counts for regular collection. For these models, pricing will be based on actual ink or toner cartridges delivered to Customer during the billing period. HP will use the manufacturer’s stated yield as assumed use for each cartridge, multiplied by the page rates shown above; actual page counts will not be reported. This only applies to devices unable to report page counts for regular collection. This does not apply to devices that are capable of reporting page counts, but are not reporting page counts as a result of the monitoring software being de-activated or otherwise failing. TONER COVERAGE. HP will increase rates on those devices that show Customer is 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, HP reserves the right to move that model/series to a different support solution or discontinue providing service.

ITEMS NOT COVERED. The following items are not covered under this service: paper, font cartridges, firmware upgrades, third-party SIMM or DIMMs, accessories, and all external interface cards. Imaging supplies provided by HP under this Agreement remain the property of HP at all times.



HP DEVICE DISK DRIVE SECURITY. HP respects Customer privacy and takes Customer security seriously. Therefore, HP will follow this Disk Drive Security Policy for all HP devices that contain a disk drive. During the product life: for devices managed by HP, faulty disk drives, regardless of manufacturer’s warranty status, will be left with authorized personnel at Customer’s site. If device disk drives must be taken from Customer’s site, upon request, HP will perform an overwrite process either a.) using the device’s internal overwrite process if so equipped (recommended), 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 Customer’s request, HP will wipe the device’s hard disk drive by a.) using the device’s internal overwrite process if so equipped (recommended), 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; Customer’s account manager can provide full details. HP also offers a hard drive swap service in which HP replaces the existing hard drive with a new hard drive. HP will return the existing drive to the client. 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.

SCHEDULE EFFECTIVE DATE: __________________ Agreed to by: HEWLETT-PACKARD COMPANY Agreed to by: CLIENT NAME Authorized Signature: ___________________________ Authorized Signature: ___________________________ Print Name: ___________________________________

Print Name: ___________________________________

Date: ________________________________________

Date: ________________________________________

Address: 2580 S Decker Lake Blvd Address: Address Ste 200 City State ZIP Salt Lake City UT 84119 Contact Name: ________________________________

Contact Name: ________________________________

Phone: ______________________________________

Phone: ______________________________________

Email: _______________________________________

Email: _______________________________________

Fax: _________________________________________

Fax: _________________________________________



EXHIBIT A: HP CUSTOMER TERMS – SUPPORT AGREEMENT 1. Parties. These terms represent the agreement (“Agreement”) that governs the purchase of support services from the Hewlett-Packard Company entity identified in the signature section below (“HP”) by the Customer entity identified below (“Customer”). 2. Orders. “Order” means the signed HP Managed Print Services and Support Schedule including any supporting material which the parties identify as incorporated either by attachment or reference (“Supporting Material”). Supporting Material may include (as examples) support 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. 3. Prices and Taxes. Initial prices will be as quoted in writing by HP. 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. 4. 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. 5. 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 devices supported. 6. Eligibility. HP’s service, support and warranty commitments do not cover claims resulting from: (1) improper use, 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 or service; (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. 7. Dependencies. HP’s ability to deliver services will depend on Customer’s reasonable and timely cooperation and the accuracy and completeness of any information from Customer needed to deliver the services. 8. 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 add additional service locations will require and Addendum signed by both parties. Additional models not currently priced on the Schedule will be added at the then current rates. 9. Services Performance. Services are performed using generally recognized commercial practices and standards. Customer agrees to provide prompt notice of any such service concerns and HP will re-perform any service that fails to meet this standard. 10. Intellectual Property Rights. No transfer of ownership of any intellectual property will occur under this Agreement. Customer grants 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. 11. 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 services, the amount paid. HP is not responsible for claims resulting from any unauthorized use of the products or services. 12. 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 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. 13. 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. 14. Global Trade compliance. Services provided under these terms are for Customer’s internal use and not for further commercialization. HP may suspend its performance under this Agreement to the extent required by laws applicable to either party. 15. Limitation of Liability. HP’s liability to Customer under this Agreement is limited to the greater of $1,000,000 or the amount payable by Customer to HP for the relevant Order. 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. This provision does not limit either party’s liability for: unauthorized use of intellectual property, death or bodily injury caused by their negligence; acts of fraud; willful repudiation of the Agreement; nor any liability which may not be excluded or limited by applicable law. 16. Disputes. If Customer is dissatisfied with any services purchased under these terms and disagrees with HP’s proposed resolution, we both agree to promptly escalate the issue to a Director (or equivalent executive) in our respective organizations for an amicable resolution without prejudice to the right to later seek a legal remedy. 17. Force Majeure. Neither party will be liable for performance delays or for non-performance due to causes beyond its reasonable control, except for payment obligations. 18. Termination. Either party may terminate this Agreement on written notice if the other fails to meet any material obligation and fails to remedy the breach within a reasonable period after being notified in writing of the details. 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 Agreement and cancel any unfulfilled obligations. Any terms in the Agreement which by their nature extend beyond termination or expiration of the Agreement will remain in effect until fulfilled and will apply to both parties' respective successors and permitted assigns. 19. General. This Agreement represents our entire understanding with respect to its subject matter and supersedes any previous communication or agreements that may exist. Modifications to the Agreement will be made only through a written amendment signed by both parties. The Agreement will be governed by the laws of the country of HP or the HP Affiliate accepting the Order and the courts of that locale will have jurisdiction, however, HP or its Affiliate may, bring suit for payment in the country where the Customer Affiliate that placed the Order is located. Customer and HP agree that the United Nations Convention on Contracts for the International Sale of Goods will not apply. Claims arising or raised in the United States will be governed by the laws of the state of California, excluding rules as to choice and conflict of law.



EXHIBIT B – HP FLOW CM HP Flow CM is an on-line document management system that allows you to store, retrieve, search, version, and index documents and images of documents that you upload to Flow CM and/or create and/or modify using Flow CM. HP will provide Customer with up to 150GB of HP Flow CM storage at the designated monthly price for the Term of this Agreement. Service periods are monthly and Customer storage consumption will be assessed on the 5th day of each month for the previous month (“Reconciliation Date”). Customer must designate an authorized Customer administrator (“Administrator”) to administer Flow CM on behalf of Customer and must accept the HP Flow CM terms and conditions as posted on the Flow CM portal prior to service commencement. As Customer’s storage reaches 90% of the upper range of the Capacity storage threshold indicated below, the Administrator will receive a system-generated notification that Customer is within 10% of their current storage threshold. If Customer storage consumption is found to be in excess of the provided 150GB on the Reconciliation Date, Customer will be assessed the indicated monthly Capacity threshold price.

Plan Type # of Users Capacity Monthly Price Selection

Site Plan Unlimited Users

150 GB $0 X

151 - 375 GB $200

376 - 750 GB $375

751+ GB Call for Quote

Upon expiration or termination of this Agreement, Customer may elect to cancel or retain its Flow CM account according to standard HP Flow CM terms and conditions. If Customer elects to retain its Flow CM account, Customer will be billed at current market rates at the commencement of the following monthly service period. Customer may cancel its Flow CM account at any time according to standard HP Flow CM terms and conditions. EXPORT LAWS: Hewlett Packard (HP) reserves the right to locate the Cloud system infrastructure in any country or location permitted under applicable laws and regulations. Data you, or any third party authorized by you, send to the Cloud system may be subject to US and other national export and import laws and regulations. If you, or any third party authorized by you, choose to use these Services, you and any third party authorized by you, do so on your own initiative and are responsible for compliance with all applicable laws and regulations, and for obtaining required export and import authorizations, where applicable. You, and any third party authorized by you, may not, in violation of applicable laws and regulations, transfer, or authorize the transfer, of any Services (a) into U.S. embargoed countries or (b) to anyone on the U.S. Treasury Department's List of Specially Designated Nationals or the U.S. Commerce Department's Table of Denial Orders or Entity List of proliferation concern, or the U.S. State Department's Debarred Parties List. By using these Services, you, and any third party authorized by you, represent and warrant that you are not located in, under the control of, or a national or resident of any such country, or are included on any such government list. In addition, you, and any third party authorized by you, may not use the Services for the development, design, manufacture, production, stockpiling, or use of nuclear, chemical or biological weapons, weapons of mass destruction, or missiles, in a country listed in Country Groups D: 4 and D: 3, as set forth in Supplement No. 1 to the Part 740 of the United States Export Administration Regulations. You, and any third party authorized by you, will not transfer to the Cloud system any data, materials or other items controlled for export under the International Traffic in Arms Regulations (“ITAR”), US Export Administration Regulations (“EAR”), or other applicable regulations unless you received prior written authorization from HP, and where necessary, the U.S. Government and/or other national authorities. If you have questions concerning these requirements or require special solutions to comply with applicable export/import laws and regulations, contact your Hewlett Packard account manager.



EXHIBIT C – SLAs by LOCATION

Address City State ZIP Response Time Toner Install

1234 Any Street Costa Mesa CA 92626 Premium Yes

1234 Road East Chicago IN 46312 Advantage No

1234 Avenue Alpharetta GA 30022 Priority No

Response Times: HP offers 4 response times depending on locations:

HP Premium – Priority 2 Hour Response with toner installation (available in limited markets only)

HP Priority – Priority 4 Hour Response, toner drop ship

HP Advantage – Next Business Day Response, toner drop ship

HP Extended Reach –

Depending on location, it may be greater than NBD response

4AA7-1042ENUS, September 2017

©Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

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