Service Level Agreement

BRONZE - "BASIC" SERVICE

This is the basic level of service that MarXam is required to provide to all FP Mailing Solutions meter customers that are assigned to MarXam. There is no fee to the customer for this service as long as:
• The customer is assigned to MarXam as a "servicing dealer" with FP,
• The customer maintains an active meter contract with FP.

MarXam may charge for service, or require the customer to pay standard service rates if:
• MarXam is not listed with FP as the "servicing dealer" for the customer's account; or
• The customer's meter contract expires, or goes into "automatic annual renewal" with FP.

BRONZE service and maintenance includes:
• Initial installation and training.
• Unlimited telephone support and remote troubleshooting
• RENTAL MACHINES: Replacement service for the meter in the event of machine breakdown that is caused by meter failure. Replacement of a "down meter" will be arranged by MarXam. The replacement meter will be shipped from FP by FedEx or UPS 2nd Day service. The customer will be required to contact FP or MarXam to facilitate activation of the new meter, then must ship back the old meter to FP using the provided shipping return label.
• RENTAL MACHINES: Limited on-site meter/machine evaluation: MarXam will dispatch a service technician to evaluate a "down meter" only in the event that the meter is no longer able to communicate with FP servers for remote diagnostics. Customer may be required to verify connections and/or settings prior to dispatch.
• LEASED OR OWNED MACHINES: Meter coverage only: Replacement service for the meter in the event of machine breakdown that is caused by meter failure. MarXam will arrange meter swap or transfer with FP. No equipment repair is covered under this plan other than service to the Postal Security Device ("meter"). Any service on the mailing machine will be billed at standard service rates under this plan.

SILVER - "LOCAL" SERVICE

SILVER service and maintenance includes:
• Initial installation and training.
• Unlimited telephone support and remote troubleshooting.
• On-site meter/machine evaluation: MarXam will dispatch a service technician to evaluate a "down meter" only in the event that the meter is no longer able to communicate with FP servers for remote diagnostics. Customer may be required to verify connections and/or settings prior to dispatch.
• On-site replacement service for the meter in the event of machine breakdown that is caused by meter failure. The replacement meter will be shipped from FP by FedEx or UPS 2nd Day service and installed by MarXam.
• LEASED OR OWNED MACHINES: 2 preventative maintenance visits per year (these may be included as part of repair service call)
• LEASED OR OWNED MACHINES: All parts, excluding circuit boards, and all labor required to keep the machine in good operating order per manufacturer’s specifications.
• 10% discount on all supplies (ink, labels, sealing solution, moistener felts)

GOLD - "PREMIUM" SERVICE

GOLD service and maintenance includes:
• Initial installation and training.
• Unlimited telephone support and remote troubleshooting.
• On-site meter/machine evaluation: MarXam will dispatch a service technician to evaluate a "down meter" only in the event that the meter is no longer able to communicate with FP servers for remote diagnostics. Customer may be required to verify connections and/or settings prior to dispatch.
• On-site replacement service for the meter in the event of machine breakdown that is caused by meter failure. The replacement meter will be shipped from FP by FedEx or UPS 2nd Day service and installed by MarXam.
• Loaner equipment or mail pick-up service in “down meter” situation.
• LEASED OR OWNED MACHINES: 2 preventative maintenance visits per year (these may be included as part of repair service call)
• LEASED OR OWNED MACHINES: All parts, excluding circuit boards, and all labor required to keep the machine in good operating order per manufacturer’s specifications.
• 10% discount on all supplies (labels, sealing solution, moistener felts)
• All postage meter ink required by the client for the covered mailing machine. Ink coverage is limited to "annual imprint cap" listed on the SLA contract. In the event a customer goes over the annual imprint cap, the ink overage will be billed at $50 per 4000 impressions, or part of 4000 impressions.

SERVICE RATES FOR SERVICES NOT COVERED WITHIN THE SLA

Any on-site support requested outside the defined limits of the current Service Level Agreement will be billed at current rates. MarXam has fixed rates for the following:
• Delivery - $35: Customer requested expedited delivery of a product (same-day or next-day)
• Delivery and Installation - $50: Customer requested expedited delivery and installation of a product (same-day or next-day)
• M&S Inspection - $50: Customer unable to perform required USPS meter inspection; technician dispatched to complete USPS M&S meter inspection
• Reset Fee - $50: Customer unable to download postage or connect to FP servers; technician dispatched to pick-up meter, take off-site to perform reset/remote services, then return meter to client. Also includes reset via remote wireless hotspot.
• Network Diagnosis - $75: Meter unable to connect to network/FP servers; connection issues evaluated and determined connectivity problem is not related to meter or mail machine; notify client and work with client's IT department to resolve
• Meter Pickup - $165-195: Customer requested return of meter and/or mail machine to FP or leasing company. Includes pickup of meter/machine, prep for shipping, packaging in approved materials, shipping to return facility, tracking and insurance.
• All other services will be billed at hourly service rates. As of 9/1/2016, MarXam hourly service rate is $135/hour with a 1 hour minimum. Additional hours are billed in quarter-hour increments.

EFFECTIVE DATES

The SLA contract is tied to the underlying meter contract and/or lease. It takes effect on the following date:
• LEASED EQUIPMENT: The contract takes effect upon installation and continues until expiration of the term of the lease. Rates may be fixed for the lease term, or allow for increases on an annual basis (consult your contract). If equipment is retained after initial lease term, this contract will be billed separately on an annual basis at then prevailing rates, until cancelled in writing by either party.
• RENTAL EQUIPMENT and SOLD/OWNED EQUIPMENT: The contract takes effect upon installation and continues for one year and will remain in force thereafter, with automatic renewal at then prevailing rates, until cancelled in writing by either party.

CONTRACT LIMITATIONS

• SLA service is restricted to MarXam normal working hours. All service commenced outside of MarXam normal working hours will be charged at an hourly rate 1.5 times our normal hourly rate.
• All parts or assemblies replaced become the property of MarXam.
• At MarXam's discretion, installed parts may be new, used or refurbished.
• Unless otherwise indicated, consumable items are excluded from replacement under this agreement, as are parts and assemblies made unserviceable due to negligence, misuse, external forces, loss of electrical power or current fluctuation.
• Equipment used in excess of manufacturer’s rated duty cycle may incur additional fees or cancellation of the SLA.
• Services NOT covered by this agreement include, but are not limited to:
     1. Network connectivity issues not resulting from mail machine.
     2. Relocation of equipment.
     3. Operator tasks.
     4. Installing accessories on the equipment.
     5. Updates to postage rate calculating software.
• Applicable taxes shall be added to the total billed under this agreement.
• Signee represents that he/she has the authority to enter into this agreement.
• No failure or delay by MarXam in exercising any of its rights hereunder shall operate as a waiver thereof, nor shall any single or partial exercise thereof limit or preclude any other or further exercise thereof, or the exercise of any other right hereunder.
• If any part or parts of this Agreement are found to be invalid, illegal or unenforceable in any respect, it is the intent of the parties that a court so finding shall revise or modify the provisions hereof found to be invalid, illegal or unenforceable, and the remaining provisions hereof shall never-the-less be valid and binding with the same force and effect as if the invalid, illegal or unenforceable part or parts were originally deleted.