Customer Service Agreement (CSA) Terms and Conditions

Version 2025.04

1. Agreement Overview

This Customer Service Agreement ("CSA") is entered into between Seminole Office Solutions ("SOS") and the customer identified on this agreement ("Customer"). This CSA covers the service and support of the equipment listed and is effective for a term of twelve (12) months beginning on the equipment installation date unless otherwise specified.

The Customer may choose one of the following CSA Service Plans:

TotalCare – Includes labor, travel, parts and consumables (toner, ink, developer, etc.).
EssentialCare – Includes labor, travel and parts. Consumables are not included.
PrintShield – Extended warranty covering labor and parts only for printers, scanners, and similar devices. Consumables are not included.

Note: All CSA plans exclude paper and staples.

An optional IT/network support add-on, SmartSupport, is available and must be selected separately.

2. Term & Renewal

This CSA remains in effect for twelve (12) months from the installation date unless otherwise noted. It will automatically renew for successive 12-month terms unless either party provides written notice of non-renewal at least thirty (30) days prior to the expiration of the current term.

SOS reserves the right to apply an annual rate adjustment upon renewal, which may reflect increases in service costs, parts, labor, or inflation. It is the Customer's responsibility to ensure that any cancellation notice is received by SOS. To be valid, cancellation notices must be submitted in writing on company letterhead and sent via email to contracts@sosfla.com or mailed to SOS's corporate office. The cancellation request must include the equipment System ID# (five-digit number located on the machine), or the serial number and model of the equipment being canceled. Notices provided verbally or sent to individual SOS personnel may not be accepted as official cancellation. All cancellation requests will be reviewed, and a representative from SOS will follow up with the Customer to confirm the details and next steps. SOS may also terminate this agreement at any time for cause, including but not limited to non-payment or repeated violation of the terms herein.

If the Customer requests to cancel this CSA prior to the end of the agreed-upon term, SOS reserves the right to bill the Customer for the remaining value of the contract term. If the agreement does not include a fixed monthly base charge, the remaining value will be calculated based on the average of the Customer's last twelve (12) months of billing, or the available months if less than twelve. That average will be multiplied by the number of months remaining in the term to determine the cancellation charge.

In the event of cancellation, SOS will collect all unused consumables—whether installed in the equipment or held in Customer's inventory. If the Customer does not allow for the return or retrieval of these items, the Customer will be billed directly for the full value of the unreturned consumables.

If the Customer is replacing the equipment under a new agreement with SOS, early termination fees will be waived.

3. Payment Terms

Base CSA charges are billed in advance. Usage-based charges (metered prints/scans) are billed in arrears. Payment is due within the terms stated on the invoice. Late payments may incur a finance charge of 1.5% per month. If a Customer's account becomes more than forty-five (45) days past due, the account will be placed on hold. While on hold, all service and consumable deliveries for covered equipment will be suspended until the account is brought current.

CSA Invoicing Methods

SOS offers flexible billing options for accounts with multiple devices:

Individual Billing – Each device is invoiced separately with its own base rate and usage charges.
Group Billing – Devices are added under separate CSA agreements but may be grouped for administrative convenience. Each device retains its own CSA terms.
Umbrella Billing – Multiple devices are covered under a single CSA with shared base and usage rates. Billing is consolidated into one invoice.

The selected billing method will be determined at the time of CSA setup or renewal and noted on the CSA agreement.

4. Consumables Ownership and Control

All toner, developer, and other consumable items supplied by SOS—whether installed in equipment or held in Customer's inventory—remain the property of SOS at all times, regardless of the Customer's payment status under the CSA. Ownership is only transferred to the Customer if the consumables are purchased separately and paid for in full outside of the CSA.

SOS reserves the right to retrieve excess or unused consumables at its discretion. This policy exists to prevent overstocking, reduce waste, and help manage the overall cost of service for our customers. Maintaining an appropriate level of consumables also supports better inventory control and ensures that the correct supplies are used for each supported device. SOS utilizes its SmartConnect Data Collection Agent (DCA) to remotely monitor consumable levels and proactively ship replacement supplies before equipment runs out. Depending on the Customer's operational hours and print volumes, SOS may authorize the Customer to keep a limited on-site supply of consumables—typically one additional toner or ink cartridge per color—for convenience and uninterrupted workflow.

Consumable items shipped to Customer may incur a nominal shipping and handling fee per delivery. This fee covers packaging, handling, and logistics and may vary based on quantity, urgency, and delivery method.

5. Temporary Surcharges

SOS reserves the right to implement a temporary surcharge in response to extraordinary market conditions, including but not limited to significant increases in fuel prices, government tariffs, or supply chain disruptions. These surcharges will be separately itemized on invoices and communicated in advance when possible. Surcharges are intended to be short-term and will be reviewed periodically for adjustment or removal based on market conditions.

6. Scope of Coverage

This CSA covers service necessary to maintain listed equipment in proper working condition. This includes preventive maintenance, break/fix repair labor, replacement of worn or failed parts (excluding consumables unless included in the selected plan), and standard travel time to and from the equipment location.

All services are provided Monday through Friday, 8:00 AM to 5:00 PM, excluding observed holidays. SOS targets a service response within four (4) business hours. Service requests are reviewed and prioritized based on the operational status of the device, the level of disruption to the Customer's workflow, and the availability of alternative equipment. Technicians are required to contact the Customer and provide an estimated time of arrival (ETA).

Remote troubleshooting may be utilized before dispatch to determine whether the issue is device-related or due to network or environmental changes. SOS may use remote tools available to us to review and diagnose the equipment. If a Customer contacts SOS with a suspected IT-related issue (e.g., scanning, printing, or connectivity), a service technician may be dispatched initially to rule out hardware failure. If further investigation is needed, SOS's IT support staff will follow up via phone and remote access to help determine the root cause.

If the issue is determined to be caused by a network configuration, computer setting, or environmental change outside of SOS's control—such as changes to the Customer's internet service, firewall settings, or operating system updates—and the Customer is not enrolled in a SmartSupport plan, any continued support will be subject to SOS's current IT service rates.

7. Exclusions

CSA plans do not cover:

Damage caused by third-party toner, foreign objects, or use of paper not meeting the manufacturer's specifications, including but not limited to size, weight, or material type. Customers must follow proper media handling guidelines as outlined by the equipment manufacturer. Repairs required due to misuse of media may be billed separately.
Accessories such as card readers, coin-op devices, and other add-on hardware not originally sold or installed by SOS, unless specifically stated otherwise in writing.
Circuit board failures are not covered unless the equipment is protected by a UL-rated or SOS-approved surge protector. The surge protector must include protection for power, network, and fax lines where applicable, and all such connections must be properly utilized. It is the Customer's responsibility to ensure that surge protection is active, correctly connected, and maintained.
Equipment must be connected to a properly grounded electrical circuit that meets the manufacturer's power specifications. Damage caused by improper power supply, insufficient grounding, or electrical interference may result in billable repairs.
Network setup, print/scan configuration, or other IT-related support beyond the initial setup provided at the time of equipment installation (unless covered under SmartSupport).
Devices deemed obsolete or end-of-life (EOL) by the manufacturer. Parts are generally available for up to seven (7) years after a model is discontinued. If a device is deemed EOL while this CSA is still active, SOS will make its best effort to continue service through the remainder of the agreement term. In the event of a major repair that cannot be completed due to EOL limitations, SOS reserves the right to provide a temporary loaner device until the end of the contract term or offer the Customer the option to upgrade their device.
Service or repairs required due to misuse, abuse, negligence, vandalism, or environmental damage are not covered under this CSA. This includes, but is not limited to, improper handling, storage in unsuitable conditions (e.g., excessive heat, humidity, or dust), failure to follow operating instructions, and damage caused by unauthorized personnel.
Any services, parts, or accessories not explicitly covered under the selected CSA plan or listed in this agreement.

8. SmartSupport (Optional Add-On)

SmartSupport is a separately billed add-on service designed to support common IT/network-related functions connected to the equipment. Support includes assistance with:

Scan-to-email setup and basic troubleshooting
Driver installation and connectivity setup for printing/scanning
Firewall, port, and permissions review
Phone and remote troubleshooting of print/scan functions
Basic guidance for end-user workstation setup

SmartSupport services are provided remotely or over the phone. Onsite visits for IT/network issues may be requested but are subject to additional charges.

Support under SmartSupport is limited in scope and does not include:

Configuration or management of third-party email servers or DNS
Comprehensive network administration or troubleshooting unrelated to equipment
Service of non-SOS-provided devices (e.g., routers, firewalls, PCs)

Service levels under SmartSupport may vary based on the size and complexity of the Customer's environment. SOS reserves the right to define support limits and prioritize assistance accordingly. Larger or more complex environments may require a tailored IT support plan beyond the scope of SmartSupport.

Terms and billing details are outlined in the SmartSupport addendum.

9. Preventive Maintenance

Preventive maintenance (PM) is included as part of this CSA and is performed as needed based on equipment usage, age, and service history. PMs may be completed during scheduled or emergency service calls or may be scheduled proactively by SOS.

Preventive maintenance includes internal and external cleaning, inspections of high-use components, adjustments, calibration, and testing to ensure optimal performance. The goal is to extend equipment life, minimize downtime, and ensure consistent output quality.

Preventive maintenance is not billable when performed on covered equipment during an active CSA term.

10. Loaner Equipment

If a device is expected to be out of service for more than forty-eight (48) hours, or if the required repairs are too extensive or disruptive to perform at the Customer's location, SOS may provide a temporary loaner device at no additional cost, subject to availability. Loaners may differ in make or model but will provide comparable functionality.

All loaner devices remain the property of SOS and are intended for temporary use only. Loaners must be returned in the same condition as received, excluding normal wear and tear. Any damage, loss, or failure to return the loaner may result in additional charges.

Customers will be billed for all meter usage incurred on the loaner device in accordance with the terms of their CSA. Loaners are covered under the Customer's existing CSA plan while in use during the repair period for the original device, including applicable service and consumables as defined by the selected plan.

Upon completion of service or delivery of replacement equipment, the Customer agrees to promptly return the loaner device to SOS.

11. Meter Reporting

Customer agrees to provide timely and accurate meter readings to SOS for billing purposes. The Customer agrees to work with SOS to install and maintain the SOS SmartConnect Data Collection Agent (DCA) application on a server or dedicated PC within their network, which the Customer is responsible for providing. If this is not feasible, SOS can provide a small DCA appliance that connects to the back of the equipment and runs the DCA application. Use of this appliance will incur a nominal monthly fee. This tool enables automated meter reporting, which is the preferred method for ongoing meter collection and billing accuracy.

In the event automated meter reporting is not functioning or has not been established, SOS may send monthly requests via email with a secure link for manual meter entry. If none of these methods are in place and SOS must manually request and enter readings, a manual meter processing fee of $15 per month may be charged to the Customer.

SOS will monitor the reporting status of SmartConnect and notify the Customer if it stops reporting properly. Customers must ensure proper connectivity for automated meter tools and are responsible for working with SOS to re-establish SmartConnect if communication is disrupted (e.g., due to firewall, software removal, or network changes). Failure to report meters in a timely manner may result in estimated usage and application of the manual meter processing fee.

For more information about the SOS SmartConnect DCA, visit www.sosfla.com/dca-faq.

12. Scanning Charges

All scans performed using equipment covered under this CSA are subject to a scanning support fee of $0.0019 per scan. This fee helps cover wear and maintenance associated with the Automatic Document Feeder (ADF) and related components. Scanning charges are billed in arrears and included on the Customer's regular usage invoice. This fee applies regardless of volume, unless otherwise stated in writing by SOS.

13. Equipment Moves

All equipment moves should be coordinated with SOS in advance. A nominal fee will apply, determined by the complexity of the move, number of technicians required, use of stairs or elevators, and distance traveled. Customers must provide at least three (3) business days' notice to schedule a move.

Moves performed by SOS are handled by trained professionals using appropriate tools and transportation to protect the equipment. SOS is not liable for damage caused by moves performed by the Customer or a third party. If equipment is moved without SOS involvement and requires repair or recalibration as a result, those services will be billed at standard labor rates.

If the equipment is moved to a location outside a 50-mile radius of SOS's headquarters, base rates may increase by up to 20% to accommodate travel and logistics.

14. Equipment Guarantee

SOS guarantees to maintain the listed new equipment in optimal operating condition for up to five (5) years or 2,000,000 total pages, whichever comes first. For listed used or refurbished equipment, the guarantee is one (1) year or 1,000,000 total pages, whichever occurs first.

This guarantee applies only when the equipment remains continuously covered under a CSA plan without lapse or interruption.

In the event that a covered device becomes unrepairable or is designated as end-of-life (EOL) by the manufacturer during the coverage period, SOS will make best efforts to continue service through the end of the current term. If a major repair is required and parts are no longer available, SOS may provide a comparable loaner or offer the Customer the option to upgrade to a replacement device.

Equipment sold as "used" or "refurbished" will be indicated as such on the agreement or sales documentation.

15. Termination & Non-Transferability

This CSA is non-transferable and applies only to the Customer and the equipment listed on this agreement or in attached schedules. If the equipment is sold, transferred to another entity, or otherwise reassigned without prior written consent from SOS, this CSA will be considered void, and the Customer will remain responsible for payment of the remaining value of the contract term as outlined in Section 2.

If the Customer upgrades their equipment through SOS during the CSA term, no credit will be applied for any unused portion of the CSA, as charges are billed monthly and usage-based.

This CSA constitutes the entire agreement between the Customer and SOS and supersedes any prior service-related agreements or understandings, whether written or verbal.

16. Leased Equipment Acknowledgment

If any equipment covered under this CSA is leased through a third-party leasing company, the Customer remains solely responsible for all obligations under this agreement, including payment for services, consumables, and early termination fees, regardless of any leasing company actions.

In the event that leased equipment is repossessed, replaced, or removed by the leasing company (or other third-party), SOS reserves the right to terminate this CSA for the affected equipment and invoice the Customer for any remaining charges as outlined in Section 2.

Note: The CSA is a separate service agreement between SOS and the Customer and is not affiliated with or governed by the Customer's equipment lease agreement. Cancellation or termination of the CSA does not affect or terminate any lease obligations the Customer has with their leasing company. Similarly, the return or repossession of leased equipment by the leasing company does not constitute a cancellation of this CSA unless expressly approved by SOS in writing.

17. Dispute Resolution

In the event of any dispute or claim arising out of or relating to this Agreement, the parties agree to first attempt to resolve the matter through good faith negotiations. If such efforts do not result in a resolution within thirty (30) days, either party may request mediation administered by a mutually agreed-upon neutral party. If the dispute is not resolved through mediation, either party may pursue legal action.

This Agreement shall be governed by and construed in accordance with the laws of the State of Florida, without regard to its conflict of law provisions. The parties agree that any legal action or proceeding arising under this Agreement shall be brought exclusively in the state or federal courts located in Seminole County, Florida.