Maintenance of Computers, Printers, Scanners, Servers, and Peripheral Devices on an Annual Contract

Location:	Georgia
Posted:	May 20, 2026
Due:	Jun 10, 2026
Agency:	Gwinnett County
Type of Government:	State & Local
Category:	70 - General Purpose Information Technology Equipment (including software).
Solicitation No:	RP020-26 INV
Publication URL:	To access bid details, please log in.

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May 20, 2026

REQUEST FOR PROPOSAL

RP020-26

The Gwinnett County Board of Commissioners is soliciting competitive sealed proposals from qualified service

providers to Maintenance of Computers, Printers, Scanners, Servers, and Peripheral Devices on an Annual

Contract for the Department of Information Technology.

Proposals must be returned in a sealed container marked on the outside with the Request for Proposal number

and Company Name. Proposals will be received until 2:50 PM local time on Wednesday, June 10th, at the Gwinnett

County Financial Services - Purchasing Division – 2nd Floor, 75 Langley Drive, Lawrenceville, Georgia 30046. Any

proposal received after this date and time will not be accepted. Proposals will be publicly opened, and only names

of submitting service providerss will be read at 3:00 PM. Please use the link found here to join, or by dialing 1-323-

676-6170. Access Code is: 925 613 49#. Apparent bid results will be available the following business day on our

website.

Questions regarding proposals should be directed to Bethany White, Purchasing Associate II at

Bethany.White@GwinnettCounty.com or by calling 770-822-5149 no later than 3:00 PM on Friday, May 29th.

Proposals are legal and binding upon the proposer when submitted. One unbound single-sided original, four (4)

copies, and one (1) digital copy on a flash drive should be submitted.

Successful services providers will be required to meet insurance requirements. The Insurance Company should

be authorized to do business in Georgia by the Georgia Insurance Department and must have an A.M. Best rating

of A-7 or higher.

Gwinnett County does not discriminate based on disability in the admission or access to its programs or activities.

Any requests for reasonable accommodations required by individuals to fully participate in any open meeting,

program, or activity of Gwinnett County Government should be directed to the ADA Coordinator at the Gwinnett

County Justice and Administration Center 770-822-8165.

The written proposals supersede any verbal or written prior communications between the parties.

Selection criteria are outlined in the request for proposal documents. Gwinnett County reserves the right to reject

any or all proposals to waive technicalities and to make an award deemed in its best interest.

Award notification will be posted after the award on the County website, www.GwinnettCounty.com, and

companies submitting a proposal will be notified via email.

We look forward to your Proposal and appreciate your interest in Gwinnett County.

Bethany White

Purchasing Associate II

The following pages should be returned with your proposal:

Service Provider Information, Page 12

Cost Proposal, Pages 13-19

References, Page 20

Contractor Affidavit and Agreement, Page 27

Code of Ethics Affidavit, Page 28

RP020-26

Page 2

The Gwinnett County Board of Commissioners is soliciting proposals from qualified service providers for

the Maintenance of Computers, Printers, Scanners, Servers, and Peripheral Devices on an Annual

Contract. The service provider will maintain all computers, printers, scanners, and peripherals on a County-

wide basis.

Maintenance Agreement Requirements

I. SUPPORT REQUIREMENTS

A. The service provider must provide procedures/tools and service reports to track customer

satisfaction levels.

B. The service provider must provide service escalation procedures and contact info with proposal

response.

C. The service provider must demonstrate that local staff can comply with Gwinnett County's needs

for timely maintenance.

D. The service provider must provide monthly Technician or System Engineer KPI maintenance report

showing the total time to resolution.

E. The service provider must have specialization in the maintenance of desktop, laptop, ruggedized

and tablet computers; as well as printers, scanners, storage arrays, and servers

F. The service provider should provide availability of locally based (Atlanta) support staff, maintenance

facilities, and parts.

G. The service provider must guarantee an on-site response time of four (4) hours or better for all

equipment. Please provide reporting on response time and escalation procedures, including priority

level and explanation, assigned to the account.

H. The service provider must provide continuous effort until the problem is successfully resolved.

I. Parts, labor, and travel must be included in the maintenance cost.

J. Service provider staff should provide evidence of training in servicing the following types of devices:

Device Types:

• Desktops

• Servers

• Storage Arrays

• Scanners

• Laptop

• Printers & Plotters

• Tablets

• MDTs

Device Manufacturers:

• Apple

• Dell

• Epson

• HP

• IBM

• Lexmark

• Microsoft

• Panasonic

• Ricoh

RP020-26

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II. PREVENTATIVE MAINTENANCE SERVICES (PM)

A. Printers

1. Use the following as a guide:

Vacuum dust from circuit board assemblies

Thoroughly clean the printer's transport system to include removal of all toner

residue and paper debris

Remove toner/paper dust from the fuser assembly

Clean cooling fans

Inspect bushing and fan axle

Inspect and lubricate machine gears

Clean exterior cabinet

Remove inks and tape residue

Check rollers for wear

Test print for a quality print

Record page count

Provide a detailed checklist showing what was done and list any recommendations

upon completion

2. Emergency System replacement if outage exceeds 8 hours. Replacement will be equivalent or

better.

3. Remote and local diagnostic capability.

4. Field Change Orders including Field Replaceable Units (FRU).

5. Predictive maintenance via online monitoring software/hardware.

B. Critical Parts Availability

1. Based on the included inventory numbers, the County would expect the service provider to

maintain all parts needed to get our printers or scanners operational within the stated

timeframes or have spares to "loan" the County until it can be repaired.

2. Dispatch Service 6:00 AM to 6:00 PM Monday - Friday.

3. Technical hardware and software support services are available from 6:00 AM to 6:00 PM

Monday-Friday.

III. STAFFING REQUIREMENTS

A. The service provider must have staffing in the local (Atlanta) area to service an account of 6500+

users with 10,000+ devices.

B. The service provider must provide technical staff for hardware, hardware management,

software, and firmware support. The service provider must also have Operating System

experience to assist in troubleshooting hardware.

C. System Engineers must have and submit documentation of original equipment manufacturer or

equivalent training.

D. The service provider should provide an organizational chart and resumés with qualifications or

fact sheets for all personnel participating in the maintenance contract. Please provide an updated

list of contact names and numbers for escalation purposes monthly.

RP020-26

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E. Service provider staff must be able to pass a required background check to access sensitive

areas.

IV. SPECIFIC REQUIREMENTS

A. The service provider shall provide comprehensive on-site service coverage, including a dedicated

1-800 dispatching service staffed by company employees, maintenance support, and ready

access to replacement parts. Service provider technicians must also have the ability to contact

on-site system engineers as needed. All required services and support shall be available from

6:00 AM to 6:00 PM, Monday through Friday.

B. Emergency System replacement if outage exceeds eight (8) hours. It will be at the County's

discretion to wait on parts to be ordered or have the service provider supply a "loaner" until the

equipment can be fully repaired or replaced. If covered equipment cannot be satisfactorily

repaired, the service provider will replace it with equivalent, or better, hardware that will become

the property of Gwinnett County.

C. Regularly scheduled and coordinated preventive maintenance (PM) during regular business

hours (8:00 AM–5:00 PM). Preventative maintenance must include PM kits and cleaning

supplies. The service provider must perform PM on printers at least once per contract year and

PM on scanners quarterly. Please provide a proposed schedule.

D. Toll-Free Hot-Line backup for service calls.

E. Automated Service Call Tracking and problem reporting. A monthly report is required or access

to a customer Internet site for this account.

F. Remedial maintenance, as required, to be performed on-site 6:00 AM to 6:00 PM, Monday - Friday.

The service provider will automatically activate a backup plan to involve technical resources

should any extraordinary problem cause repairs to exceed predetermined time limits.

G. If the service provider deems a failure to be "user damaged" and subject to time and materials

(ex., spillage, virus, damage other than manufacturer defect), the following items will be required

prior to County accepting responsibility:

• Written explanation of how "user damaged" determination was made.

• A complete written description of the damage.

• Digital photo of the damage.

• A written recommendation for the prevention of similar future damage.

V. PARTS REQUIREMENTS

A. Replacement parts must be manufactured by the original equipment manufacturer and be new

or remanufactured and re-certified at the same level as the original part.

B. Parts must reflect the current Engineering Changes (EC) and features.

C. Local (Atlanta) critical parts inventory accessible 6:00 AM to 6:00 PM, Monday - Friday.

D. The maintenance service provider should describe the out-of-town parts depots and the

procedure used to retrieve parts. Please submit the procedure along with the proposal response.

RP020-26

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VI. GENERAL CONDITIONS

A. All equipment listed in this proposal must be covered under the new maintenance agreement.

B. The service provider must provide service escalation procedures with proposal response.

C. All responses should include three (3) local references with the same type of equipment as

Gwinnett County.

D. EC released by the original equipment manufacturers should be available to be installed within two

months of the release date and at no cost to Gwinnett County. Please submit the procedure for

compliance with the requirement.

E. The maintenance contract must provide for the addition and deletion of equipment at any time.

Please submit a procedure for compliance with this requirement.

F. The service provider should provide qualified maintenance support for all equipment installed at

Gwinnett County and for all additional equipment at the end of the warranty period.

G. The service provider should have the capability and procedure to provide Gwinnett County with

monthly electronic reports, listing problem call history and preventive maintenance history.

H. The service provider must clearly identify, itemize, and disclose all charges, fees, and costs

associated with equipment maintenance prior to the equipment being accepted into maintenance

coverage. This shall include, but not be limited to, inspection fees, certification costs, onboarding

charges, replacement part evaluations, labor expenses, and any other costs required to establish

or maintain service eligibility.

I. The service provider must assign a single, permanent service account representative and a lead

technician to provide service coordination for all equipment.

J. The service provider must provide documentation that service staff is certified by Hewlett Packard,

Dell, and Panasonic to provide warranty service on computer equipment.

K. The service provider must also agree to provide maintenance services so that the value of the

County's investment is protected and will remain eligible for warranty coverage by the original

manufacturer. All proposal pricing is fixed and inclusive. Service calls will be placed by the Gwinnett

County Service Desk or the County's technical staff. The Service provider provides a complete

maintenance pricing list with a cost per unit and extended maintenance coverage costs for each item of

equipment. The hardware asset list will be modified monthly by Gwinnett County to reflect acquisitions,

changes, or deletions of equipment. The selected service provider must have demonstrated

successful performance on installations of a similar nature to that requested by the proposal.

Miscellaneous Requirements & Information

A. Proposals submitted are not publicly available until after award by the Gwinnett County Board of

Commissioners. All proposals and supporting materials, and correspondence relating to this RFP

become the property of Gwinnett County when received. Information submitted by a proposer in

the proposal process shall be subject to disclosure after proposal award in accordance with the

Georgia Open Records Act.

This is the opportunity summary page. It provides an overview of this opportunity and a preview of the attached documentation.

Maintenance of Computers, Printers, Scanners, Servers, and Peripheral Devices on an Annual Contract

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See also