Office for Information Resources

SUMMARY OF FUJITSU SCANNER WARRANTY SERVICE REQUIREMENTS (All times are CST/CDT)


On-site Parts and Labor	By 12:00 noon	By 4:30 P.M. the next day (e.g., Monday is the next day after Friday)	By 12:00 noon	By 12:00 noon second day following
On-site Parts and Labor	Between noon and 2:00 P.M. (Calls received after 2:00 P.M. will be considered received at 8:00 A.M. the next day).	By 1:00 P.M. second day following (e.g., Wednesday is the second day following Monday)	Between noon and 2:00 P.M. (Calls received after 2:00 P.M. will be considered received at 8:00 A.M. the next day).	By 4:30 P.M. second day following
One year's warranty service (either Advance Exchange or on-site parts and labor, as indicated in the description of the platform) is provided "standard" for scanner platforms and equipment associated with these platforms; second and third years' warranties/ warranty service are available as options for all platforms. All "days" are Monday - Friday, excluding State holidays.
*The "time that the call is received by the Contractor" will be adjusted to the "time that information needed to diagnose the malfunction is provided by the Agency" when the Contractor: 1. Attempts to contact Agency within 1 hour of receiving notification of a malfunction, and 2. Is unable to secure this information from the Agency within 1 hour of the first attempt, and 3. Documents these events to the State within 2 hours.
Metropolitan Areas are defined as the counties containing Memphis, Jackson, Nashville, Chattanooga, and Knoxville and the Tri-Cities area of Bristol/Kingsport/Johnson City and the counties containing them. All other areas in Tennessee are Non-Metropolitan.**

	Metropolitan Areas **		Non-Metropolitan Areas **
Service Type	Call received by Contractor *	Service completed	Call received by Contractor *	Service completed


Advance Exchange	For calls received by 2:00 P.M. the whole unit replacement equipment and pre-paid return mailing label must be delivered to the Agency by the next day after warranty call. Calls received after 2:00 P.M. will be considered received at 8:00 A.M. the next day.