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Statement of Work for Orange County , NC Government
This Statement of Work # 164807 (" SOW') for Deployment Services is made by and between Orange
County , North Carolina a political subdivision of the State of North Carolina , with offices located at 300
West Tryon Street , Hillsborough , NC 27278 (" Customer" or " County" ) , and Lenovo ( United States)
Inc . , a Delaware corporation with offices at 8001 Development Drive , Morrisville , North Carolina 27560
(" Lenovo") and incorporates the terms and conditions of the Master Services Agreement (" Base
Agreement") State of North Carolina Bid Number IT&400203 . Customer and Lenovo may be referred
to collectively in this Agreement as " Parties " and individually as " Party . "
1 Scope of Work
Lenovo shall provide comprehensive Deployment Services for 405 Windows devices and their
associated monitor(s) , docks , keyboard , and mouse across a maximum of 25 designated locations in
Orange County , NC . , for the Customer Orange County Information Technology (OCIT) , that consists of
the following (collectively , the " Services ") :
1 . 1 Imaging and soft preparation at Provider facility :
1 . 1 . 1 Accepting and inventorying devices .
1 . 1 . 2 Unpacking and testing for functionality .
1 . 1 . 3 Soft imaging (Windows Imaging )
1 . 1 . 4 Trash removal from packaging material
1 . 1 . 5 Receive and store devices at facility for up to three ( 3) months until deployment at
no additional charge .
1 . 2 On -Site Deployment and Installation :
1 . 2 . 1 Delivery of devices to designated locations .
1 . 2 . 2 On -site installation . Estimated installation time : 2 hours per device . If the time will
exceed two (2) hours , Lenovo should contact OCIT Help Desk to obtain approval
to complete deployment . Provider will not charge for incomplete or unfinished
installations .
1 . 2 . 3 A clear escalation path will be defined and provided along with a list of key
contacts , their contact email and phone numbers , should escalation become
necessary
1 . 2 . 4 The basic system components for the project may include the system unit,
monitor, dock , keyboard , and mouse .
1 . 2 . 5 As a part of the installation , Provider will identify any " Defective on Arrival " ( DOA)
Lenovo hardware to the OCIT POC ,
1 . 2 . 6 Remove all packaging material from end user' s desk .
1 . 3 Data Transfer and Software Download :
1 . 3 . 1 Transfer of user data from old devices to new ones (onsite or at the Provider facility , per
customer preference) .
1 . 3 . 2 Installation and configuration of software .
1 . 3 . 3 Ensuring proper functionality of devices after data transfer
1 . 3A Establish , configure and verify connectivity to network , domain and deployment
resources/shares , and the LAN at time of re- installation .
1 . 4 Retired Equipment Handling :
1 .4 . 1 Collection and consolidation of all retired devices from designated locations .
1 . 4 . 2 Technician to follow standard chain of custody and hand off to Customer staff for secure
storage .
1 .4 . 3 Removal and delivery of retired equipment to the Customer' s designated warehouse
location within Orange County ,
1 . 4 . 4 Trash removal for any packaging or unused items .
1 . 5 Maintenance of Logs and Manifests :
1 . 5 . 1 Recording detailed installation logs , including device serial numbers and deployment
details , on a shared document provided by the Customer .
1 . 5 . 2 Ensuring logs are updated in real -time for accurate tracking and inventory management.
Lenovo ( United States ) Inc .
Statement of Work for Orange County , NC
CLM # 164807
1 . 6 Out of Scope : Services do not include any of the following items :
1 . 6 . 1 Image testing and verification .
1 . 6 . 2 Etching Services .
1 . 6 . 3 Facility or infrastructure work such as network cabling .
1 . 6 . 4 Troubleshooting any application .
1 . 6 . 5 Customization of Operating System or any application software .
1 . 6 . 6 Scripting for any application installations .
1 . 6 . 7 Reimaging of any de - installed system onsite .
1 . 6 . 8 End User Training is out of scope .
1 . 6 . 9 No physical moving of furniture
1 . 6 . 10 Any Services or Deliverables not explicitly included in Section 1 , whether Customer
thinks are included by implication , suggestion , or otherwise , shall be deemed to be
excluded from this Agreement .
1 . 6 . 11 The purchase terms , descriptions and prices of any Lenovo hardware products
(" Products " ) that may be related to the Services addressed in this SOW.
1 . 6 . 12 Old devices will not be wiped
1 . 6 . 13 Performing any type of backup of the operating system or user information . Lenovo is
only responsible for the transfer of the specified information . Lenovo assumes no
responsibility for any loss of data due to reliance on Customer' s existing backup
solution .
1 . 6 . 14 Reconnecting personal devices to the new Devices
1 . 7 Service Delays
Delays that prevent Lenovo from performing Services as scheduled may result in additional charges to
Customer. Customer will not be liable for any delays not caused by Customer . Any delays will promptly
be communicated and evaluated during the weekly cadence call to discuss the impact on the Services
being provided .
1 . 8 Additional Service Terms
1 . All Services will be performed Monday through Friday during local business hours unless otherwise
agreed .
2 . Lenovo may charge for , as agreed upon in writing by Customer , additional services not included in
this SOW.
3 . No work outside of what is listed in this SOW shall be completed without prior written authorization
by Lenovo and Customer' s authorized personnel .
4 . Delays caused by the County that prevent Lenovo from performing services as scheduled may
result in additional charges .
5 . Lenovo will communicate with department contacts directly for scheduling one ( 1 ) week in
advance of appointments ; appointments to be scheduled by 24 - hour period at maximum .
Rescheduling requests to the individual customers should be at least 24 hours in advance .
6 . All installation locations will reside within Orange County , NC . Any locations outside of Orange
County , NC will require a PCR ( Project Change Request) to capture the change in scope .
7 . The total number of devices for this project (405 Devices) is subject to a permissible variance of
up to five percent ( 5 % ) , provided such variance is requested by the Customer .
This SOW may be used for annual PC deployments in subsequent years , provided that the Term of the
SOW is extended in accordance with Section 6 . The specific number of locations and quantity of devices
for each deployment year shall be formally defined through a Project Change Request ( PCR) , allowing
flexibility to adjust the deployment plan as needed .
2 Roles and Responsibilities
2 . 1 Customer Responsibilities
2 . 1 . 1 The County will provide a Windows image for installation .
2 . 1 . 2 If Services are to be performed at the Customer site
i . locations will have their Devices delivered in bulk quantities in advance of
scheduled install dates by Provider .
iie users may need to reconfigure personalized settings , as not all settings may
transfer during the process .
Lenovo ( United States ) Inc .
Statement of Work for Orange County , NC
CLM # 164807
2 . 1 . 3 Designate a Point of Contact ( " POC ") for all communications related to Services
under this SOW as showed in Exhibit B , who possesses the authority to approve and
act on behalf of Customer in all matters . Lenovo shall be excused from its
performance obligations if Customer fails to promptly provide necessary approvals ,
which includes signatures required upon delivery .
2 . 1 A Provide information requested by Lenovo deliver Services including , but not limited
to :
is key technical contacts with telephone and email information prior to and
during the Term of Services being delivered ,
ii , information about Customer software products ,
iiio applicable process documentation ,
ivb cooperation with the development of test plan , as needed .
2 . 1 . 5 Provide full-time qualified , knowledgeable personnel capable of: (a) performing
County obligations ; ( b) making timely decisions necessary to move the Services
forward ; and (c) actively supporting and collaborating with Lenovo to optimize its
execution of the services .
2 . 1 . 6 Provide at least one technical contact with system administration responsibilities for
the duration of the Services .
2 . 1 . 7 Customer will provide all necessary hardware/software/licensing .
2 . 1 . 8 Customer will provide the necessary OCIT personnel with access to the
buildings/rooms where the Service will be performed and any necessary security (as
applicable) including any special parking permits for ease of access to the sites ,
including dock access outside and within buildings .
2 . 1 . 9 Customer will provide internal OCIT support as reasonably needed to ensure project
can be implemented on a continuous basis without interruption or impact from
Customer end users so that technician can support tasks and assumptions in this
agreement .
2 . 1 . 10 Provide Lenovo with a safe work environment and full unrestricted access to all non,,,
sensitive locations as required for work completion . Sensitive locations , as defined
by regulation or law (CJls , HIPAA , etc . ) , will require an escort . Escort will be provided
by either a designated member of the department or OCIT .
2 . 1 . 11 Customer will have sufficient space and power outlets to perform the Service .
2 . 1 . 12 The Customer must provide Lenovo with the following technology access (es)
required for the Services :
i . Internet access
ii , silent install scripts for application installs , where required ,
iii , applicable unique user IDs and passwords
iv . Provider will be required to use Duo MFA
v . Hardware and account information for remote access to Customer's
network to complete the imaging process .
2 . 1 . 13 Customer will provide general project communication to Orange County staff/users ,
via Everyone emails , website , Dept Head meetings , Liaison meetings .
2 . 1 . 14 Customer will supply list of computers to be replaced , replacement types , their
locations and department contacts , all information must be provided at least 5
business days in advance , as agreed upon by the Parties .
2 . 1 . 15 Customer will outline their installation schedule requirements prior to Lenovo
hardware product shipment and start of these services , and technicians arriving on
site .
2 . 1 . 16 Customer will provide Lenovo with the full address , on -site contact name , phone
number , e- mail address and any special access instructions for each location where
the Services in this SOW are to be performed .
2 . 1 . 17 Customer must provide all required cables including but not limited to power and
Ethernet cables .
Lenovo ( United States ) Inc .
Statement of Work for Orange County , NC
CLM # 164807
2 . 1 . 18 Safeguard County data ( including but not limited to confidential information ,
password protection , encryption , data backup , etc . ) prior to Service by Lenovo . In no
event shall Lenovo assume any risk or liability for data loss .
2 . 1 . 19 Be responsible for promptly obtaining and providing to Lenovo all Required Consents
necessary for Lenovo to provide the Services described in this Agreement . A
Required Consent means any consents or approvals required to give Lenovo and its
subcontractors the right or license to access the locations where the Services are to
be performed and to access , use and/or modify ( including creating derivative works)
the hardware , software , firmware , and other products , without infringing the
ownership or license rights ( including patent and copyright) of the providers or
owners of such products . Lenovo shall be excused from its performance obligations
in the event that County fails to promptly provide any Required Consents .
2 . 1 . 20 County will provide regular communication to Lenovo on technician performance in
weekly review meetings .
2 . 1 . 21 Supply necessary information or instructions for specific software or image
installation .
2 . 1 . 22 Customer is responsible for troubleshooting all network connectivity problems to
resolve general and network connectivity issues .
2 . 1 . 23 Customer is responsible for compatibility of all hardware and software to be installed
as a part of this service .
2 . 1 . 24 Customer is responsible for customizing or setting of user preferences .
2 . 1 . 25 Customer must provide a script for the install , if applicable .
2 . 1 . 26 If product is to be connected to the Customer' s network , Customer will supply the
necessary network configuration ( i . e . TCP/ IP address , etc . ) prior to or when Lenovo
arrives on -site to perform the installation .
2 . 2 Lenovo Responsibilities
2 . 2 . 1 Provide a POC to act as the single point of contact and liaison between all parties for
the Customer, who will have the authority to act on behalf of Lenovo in all matters
regarding this SOW. This POC will :
i . Schedules an introductory call between Parties to exchange contact
information and reviews the project scope with all Parties .
ii . Provider will put together a formal project plan including any
applicable technician instructions , an outline and sample of the
tracking and reporting format , including skill level of the technicians
for customer review prior to the engagement
Hi . Customer information or data which is obtained or otherwise
accessed in the performance of this SOW will be held in confidence
and will not be disclosed to any third party , employees , or agents .
iv . Provide a list of the key technical contacts with telephone and email
contact information for the Term of the Services being delivered ,
v . Aid Customer in resolving identified issues at Customer' s request
(additional charges may apply) .
VI . Work with the warehouse team to identify and/or assist with any issues
that may arise , such as Defective on Arrival ( DOA) Devices ,
vii . Ensure all service level agreements that have been agreed upon are
being met throughout the Term ,
viii . Schedules and facilitate a weekly cadence call between Parties to
assess the performance and progress with POC and OCIT until
project close . Lead discussions on planning and scheduling ,
implementation , and any resources needed .
ix . Provides confirmation and tracking information for new shipments
received at the warehouse .
x . Maintain detailed documentation throughout the Term on Services being
provided and , if applicable , any escalations .
xi . Lead the resolution process for issues , risks , or escalations that may
Lenovo ( United States ) Inc .
Statement of Work for Orange County , NC
CLM # 164807
arise .
xii . Prepare a monthly summary to be used in the quarterly executive
summary review based on requirements outlined in the SOW and
information gathered from weekly cadence calls .
xiii . Provides final Deliverables to the Customer and receives Customer
approval on the completion of the SOW.
13 Personnel
2 . 3 . 1 Each Party is responsible for the supervision , direction , control , and compensation
of its respective personnel .
2 . 3 . 2 Lenovo personnel used in the performance of Services shall be determined by
Lenovo in its sole discretion .
2 . 3 . 3 Lenovo may subcontract a Service , or any part of it , to subcontractors selected
solely by Lenovo .
2 . 3 . 4 Lenovo will provide adequate staffing and resources necessary for the
successful completion of the project .
3 Licensing
Customer shall ensure that all software furnished to Lenovo complies with applicable license
agreements and copyright laws . Customer shall be responsible for and pay all fees , charges , and costs
related to such software . Customer shall defend , hold harmless and indemnify Lenovo , including its
affiliates , subcontractors , suppliers , and distributors , from and against all claims , suits , actions ,
proceedings and any resulting liabilities , damages , expenses , costs , and judgments , including
attorneys ' fees , arising out of or in connection with any software furnished by Customer to Lenovo . If
Customer's Image requires Linux or other non - Lenovo open- source programs , Customer affirms that
the Linux and other non- Lenovo open-source software are licensed to Customer by the distributor of
such software . Lenovo does not provide a license for Linux or any other non - Lenovo open-source
software to Customer. Customer shall look solely to third parties for resolution of all matters related to
such software . These terms prevail over any conflicting terms in any other Lenovo Agreements which
include but are not limited to the Base Agreement , Lenovo hardware products , services , or Statements
of Work .
4 Change Management Process
4. 1 This SOW may only be changed by a Project Change Request Form (" PCR " Form ) , attached
hereto as Exhibit A, which shall be used to initiate the change process . In no event shall
Lenovo be required to implement any change to Services in this SOW until a PCR has been
signed by an authorized representative of both Parties .
4. 2 The Party proposing the change will initiate documenting the request using the PCR Form .
4. 3 Both Parties will , in good faith , mutually review the proposed Project Change Request and will :
4 . 3 . 1 Approve the PCR
4 . 3 . 2 Agree to further discussion ; or
4 . 3 . 3 Reject the PCR with communication of the reason for the rejection .
4 . 4 When Parties agree to the requested change , the authorized representative from each Party
will sign the PCR Form , with the changes becoming effective upon signing .
5 Pricing and Payment
5A Unless otherwise agreed upon in writing by Parties , Customer purchase order must be received
prior to beginning the Services . Customer' s purchase order shall include ( at a minimum) :
5 . 1 . 1 Customer purchase order number
5 . 1 . 2 Date of Service
5 . 1 . 3 Brief description of Services to be provided
5 . 1 . 4 Part number (if applicable)
5 . 1 . 5 Price of Services to be provided
Lenovo ( United States ) Inc .
Statement of Work for Orange County , NC
CLM # 164807
5 . 2 Customer shall pay the fees for Services as specified in the table below. The total fees due and
payable under this SOW ("Total Fees" ) include both fees for Lenovo ' s performance of work and
any other related costs in performance of the SOW. Unless otherwise specified , the Customer
will pay the fees in accordance with the terms agreed upon in the Base Agreement . Invoicing
for services completed under this SOW will include the date that the service was performed , a
summary of the services performed , the identification of the devices involved in the work , and
the number of devices billed for each invoice . Completed services performed under this SOW
will be invoiced monthly based on the completion of work .
Service Description Services PN Price Billing Unit Quantit
Imaging and White-Glove 5MS1S15309 $ 38 . 81 Per Unit 405
services
OnSite Install 5MS1 S15310 $ 116044 Per completed Unit ( up to 405
2 hrs/per unit)
Handling of retired equipment 5MS1S15311 $ 12 . 94 Per Unit 405
6 Term and Termination
6 . 1 This SOW is effective on the date of execution by both Parties (" Effective Date") .
6 . 2 The term of this SOW shall be for 1 year from the Effective Date (the "Term " ) . The SOW will
be effective from the Effective Date through the Termination Date (the " Term " ) . The Term may
extend for successive one-year terms upon agreement in writing by both Parties unless
terminated in accordance with the Base Agreement . If the Term is extended , Lenovo may
adjust the Total Fees included in this SOW annually to be captured through the Change
Management Process .
6 . 3 In the event of a termination for any reason , the Customer agrees to pay Lenovo for :
6 . 3 . 1 all Services Lenovo provides , and any intellectual property Lenovo delivers through
SOW termination .
6 . 3 . 2 all expenses Lenovo incurs through SOW termination ; and
6 . 3 . 3 any charges Lenovo incurs in terminating the Service (freight back to Customer , any
inventory left at Lenovo warehouse , transition fees , or termination fees) .
i
7 Survival
Any terms of this SOW which by their nature survive the expiration , termination , or cancellation
of this SOW shall survive the expiration or termination of this SOW.
8 Exhibits
The following documents are incorporated herein and made a part of this SOW:
Exhibit A : Project Change Request
Exhibit B : Technical Contact information
[Signature page follows]
Lenovo ( United States ) Inc.
Statement of Work for Orange County , INC
CLM # 164807
IN WITNESS WHEREOF , each Party has caused this SOW to be signed by its authorized
representative .
Orange County Lenovo ( United States ) Inc.
" Customer" " Lenovo "
By By
Auth rized Signature Authorized Signature
Name : Travis Myren Name : William Lynch
(type or print) (type or print)
n
Title : ` 04 ,h Awwv et Title :
Date : '? al jo� Date :
Custom r address : Lenovo address :
300 West Tryon Street 8001 Development Drive
Hillsborough , NC 27278 Morrisville , NC 27560
Lenovo ( United States ) Inc.
Statement of Work for Orange County , NC
CLM # 164807
Exhibit A :
Project Change Request ( PCR) Form
GENERAL • _ •
PCR Number: Financial Approval
Create Date : Approval Date :
PCR Title :
Agreement/SOW Title :
Customer or Name : Email : Phone :
Vendor Name :
Change Initiator : Name : Email : Phone :
( prepared by)
SCOPE OF CHANGE
Reason for (Include description of existing state)
Change :
Description of
Desired Change :
Effect of (Include description of impact if implemented and if NOT implemented)
Change :
In the fields below, identify impact to Budget, Schedule, Quality, Quantity,
Resources, and Cost; insert n/a if not applicable
Budget : Schedule : Quality :
Quantity : Resources : Cost :
Cost to be paid by :
SIGNATURE
Upon signatures by both parties the Agreement and SOW identified above shall be amended as
described herein .
For Lenovo Customer
Signature Signature :
Printed Name : Printed Name :
Title : Title :
Date : Date :
1
Lenovo ( United States ) Inc .
Statement of Work for Orange County , NC
CLM # 164807
Exhibit B
Technical Contact Information
PhoneCustomeror
Name
- .
Role Email
Customer Personal XX XX-XXX-XXX PC Specialist Personal@company . com
Lenovo ( United States ) Inc.
Statement of Work for Orange County , NC
CLM # 164807
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