Service Memo
IKON Office Solutions
810 Gears Road
Houston, IX 77067
. The Way Business
Gets Communicated"
Return Service Requested
15989
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SALINA CITY CLERK
PO BOX 736
SALINA KS 67402-0736
Dear Valued IKON Customer:
At IKON, we continue to make enhancements to serve you better. Over the next several weeks,
IKON's operations that support you are scheduled to transition to a new technology system based on
Oracle E-Business Suite software, abng with more customer-oriented business processes. These
changes are designed to enable us to provide you with better, more consistent support. As we make
this transition, you will notice some administrative changes when interacting with us on
equipment-related business, including:
.
Your customer account number will change. Please update your records with the new number
that appears on your next invoice. Note that your customer account number used for lease-related
inquiries or invoices from IOS Capital (IKON's wholly owned subsidiary that provides lease
financing) will remain the same.
.
Your equipment ID number(s) mav change. If this applies to you, your service technician will
provide new equipment labels and notify you of the new number(s) at the time of service.
.
As invoices will include expanded detail, IKON will no longer automatically send statements of
account.
.
The format and presentation of your IKON invoice will change. An explanation of the new
maintenance agreement invoice will be mailed with your next invoice. Note that other invoices
(for example, product, supply or IOS Capital lease-related invoices) will not change significantly.
.
The terminology used to describe your maintenance coverage ("entitlements") will change.
IKON has simply renamed its coverage offerings. This change does not represent a change in the
terms and conditions of your maintenance agreement. The following new coverage names also
will be followed by a plus sign when network connectivity services are included in the
agreement:
. Gold coverage includes parts, labor, consumable supplies* and staples.
. Silver coverage includes parts, labor and consumable supplies*.
. Bronze coverage includes parts and labor.
In addition, the term "images" will be used going forward to refer to copies or prints.
*Excludes paper
(Continued On Back)
.
For group usage maintenance agreement invoices and Image Management (formerly "cost per
copy") agreement invoices from IOS Capital, minimum copy allowance images will be allocated
by machine. Tax on the minimum COpy allowance will be calculated according to this allocation.
Tax on usage beyond the minimum will be based on the overages per machine, as a percentage of
the total overage images. All taxes will be applied according to the tax jurisdiction in which the
machine is located.
.
Whether you submit meter reads by phone, fax or Web, entering your meter reads in a timely
manner is as important as ever. Please note that if meter reads are not supplied, billings will be
based on estimated equipment meter readings, and this will be indicated on your invoice.
Note that these changes apply to equipment-related transactionsonly.-and do not impact any
outsourcing-related business you conduct with us. As we continue to enhance our systems and
processes, we look forward to serving you better. We thank you for your business, and ask for your
patience and feedback during the upcoming transitional period, as we work to offer you the long-
term benefits of our investments in customer service. With questions, please contact us at 1-888-456-
6457 or houcustomercare(W,support. ikon. com.
Sincerely,
~b.~
John Stacy
Regional Director, Customer Care