Office for Information Resources

	Metropolitan Areas		Non-Metropolitan Areas
Service Type	Call received*	Service must be completed (Equipment returned to operational status)	Call received*	Service must be completed (Equipment returned to operational status)
Depot	Box with next day postage must be delivered 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.
Depot warranty service is required standard during the first three years of the State's ownership.

On-site	by noon	by noon second day following	by noon	by noon third day following
On-site	After noon. Calls received after 2:00 PM will be considered received at 8:00 AM the next working day.	by 4:30 P.M. second day following	After noon. 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
On-site warranty service is required on all equipment, for an additional charge, during the first three years of the State's ownership of equipment.
*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 30 minutes of receiving notification of a malfunction, and 2. Is unable to secure this information from the Agency within 30 minutes of the first attempt at contact, 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. All other areas in Tennessee are Non-Metropolitan.