SUMMARY OF WARRANTY SERVICE REQUIREMENTS FOR

NOTEBOOK, SLATE TABLET AND CONVERTIBLE TABLET CONTRACTS

	Metropolitan Areas **		Non-Metropolitan Areas **
Service Type	Call received by Contractor*	Service must be completed (Equipment returned to operational status)	Call received by Contractor*	Service must be completed (Equipment returned to operational status)

Depot	Box with next day postage must be delivered (or the equipment must be picked up by the Contractor) by the next day after warranty call. Repaired equipment (equipment returned to operational status) must be returned to Agency within 3 days of receipt at depot location. Calls for Depot warranty service received after 3:00 P.M. will be considered received at 8:00 A.M. the next business day.
Depot warranty service is required for all ITB Groups for three years from invoice of equipment to the State.

On-site	By noon	by noon second day following	by noon	by noon third day following
On-site	Between noon and 2:00 P.M. (Calls received after 2:00 PM will be considered received at 8:00 AM the next working day.	By 10:00 A.M. third day following	Between noon and 2:00 P.M. (Calls received after 2:00 PM will be considered received at 8:00 AM the next working day.	By 4:30 P.M. third day following
Uplift to on-site warranty service is required to be available SWC for some ITB Groups. On-site warranty service, when available, is for three years from delivery of equipment to the State.
*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 the 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 as well as the Tri-Cities area of Bristol/Kingsport/Johnson City and the counties containing them. All other areas in Tennessee are Non-Metropolitan.