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

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: Device Manufacturers:
* Desktops * Apple
* Servers * Dell
* Storage Arrays * Epson
* Scanners * HP
* Laptop * IBM
* Printers & Plotters * Lexmark
* Tablets * Microsoft
* MDTs * Panasonic
* Ricoh

RP020-26 Page 3
II. PREVENTATIVE MAINTENANCE SERVICES (PM)
A. Printers
1. Use the following as a guide:
a) Vacuum dust from circuit board assemblies
b) Thoroughly clean the printer's transport system to include removal of all toner
residue and paper debris
c) Remove toner/paper dust from the fuser assembly
d) Clean cooling fans
e) Inspect bushing and fan axle
f) Inspect and lubricate machine gears
g) Clean exterior cabinet
h) Remove inks and tape residue
i) Check rollers for wear
j) Test print for a quality print
k) Record page count
l) 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 resumes 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 Page 4
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 Page 5
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.

RP020-26 Page 6
B. Proposals should be signed in ink by a company official with authority to commit company
resources and contain the service provider's full business address. The person(s) who will be
responsible for the engineering, architectural, landscape architectural work shall be registered in
the State of Georgia. Appropriate professionals for other professional services licensed in the State
of Georgia shall be responsible for those portions of the work as may be required by law.
C. All applicable State of Georgia and Federal Laws, City and County ordinances, licenses, and
regulations of all agencies having jurisdiction shall apply to the service provider and project
throughout and incorporated here by reference. The agreement with the selected service provider,
and all questions concerning the execution, validity or invalidity, capacity of the parties, and the
performance of the agreement, shall be interpreted in all respects in accordance with the Charter
and Code of Gwinnett County and the laws of the State of Georgia.
D. No proposal shall be accepted from, and no contract will be awarded to any person, firm, or
corporation that is in arrears to Gwinnett County, upon debt or Contract that is a defaulter, as surety
or otherwise, upon any obligation to Gwinnett County or that is deemed irresponsible or unreliable
by Gwinnett County. If requested, the service provider shall be required to submit satisfactory
evidence that they have practical knowledge of the particular service proposed and that they have
the necessary financial resources to provide the proposed service.
E. Respondents are encouraged to submit clear and concise responses. Excessive length or
extraneous information is discouraged. In an effort to ensure our ability to evaluate and choose a
successful service provider for this project, respondents are encouraged to be responsive to the
specific range of issues requested in this solicitation.
*** The locations listed below could change throughout the contract period. Gwinnett County reserves
the right to add and/or remove locations and/or equipment at County's discretion. ***
Site Description
1 GJAC - 75 Langley Drive
2 One Justice - 446 West Crogan Street
3 Gwinnett Government Annex - 750 South Perry Street
4 Government Courts Annex - 115 Stone Mountain Street
5 Police Headquarters - 770 Hi Hope Road
6 Fire HQ - 408 Hurricane Shoals Road
7 DWR Central - 684 Winder Highway
8 DOT Central - 620 Winder Highway
9 Park Operation Center - 352 Hosea Road
10 Police Annex 911 Center - 800 Hi Hope Road
11 Bay Creek 911 Annex - 185 Ozora Road
12 Gwinnett Medical Examiner - 320 Hurricane Shoals Road
13 Fire Station #1 - 165 Lawrenceville Street
14 Fire Station #10 - 1131 Rock Springs Road
15 Fire Station #11 - 5885 Live Oak Parkway
16 Fire Station #12 - 2815 Lenora Church Road
17 Fire Station #13 - 343 Buford Highway

RP020-26 Page 7
18 Fire Station #14 - 1600 Buford Highway
19 Fire Station #15 - 275 South Perry Street
20 Fire Station #16 - 195 Dacula Road
21 Fire Station #17 - 2739 Brooks Road
22 Fire Station #18 - 1515 Mineral Springs Road
23 Fire Station #19 - 3275 N Berkeley Lake Road
24 Fire Station #2 - 12 Harmony Grove Road
25 Fire Station #20 - 1801 Cruse Road
26 Fire Station #21 - 470 Old Peachtree Road
27 Fire Station #22/Police South District - 2180 Stone Drive
28 Fire Station #23 - 4355 Steve Reynolds Boulevard
29 Fire Station #25 - 3575 Lawrenceville Highway
30 Fire Station #26 - 6075 Suwanee Dam Road
31 Fire Station #27 - 2825 Old Fountain Road
32 Fire Station #28 - 2725 Rosebud Road
33 Fire Station #29 - 2800 Thompson Mill Road
34 Fire Station #3 - 4394 Five Forks Trickum Road
35 Fire Station #30 - 1052 Ozora Road
36 Fire Station #31 - 1061 Collins Hill Road
37 Fire Station #4 - 5550 Spalding Drive
38 Fire Station #5 - 3001 Old Norcross Road
39 Fire Station #6 - 3890 Johnson Drive
40 Fire Station #7 - 3343 Bunten Rd
41 Fire Station #8 - 2295 Brannan Boulevard
42 Fire Station #9 - 1900 Five Forks Trickum Road
43 Fire Supply Warehouse - Logistics - 450 Hosea Road
44 Fire Academy - 3608 Braselton Hwy
45 Fire Apparatus - 650 Swanson Drive
46 DWR - Lanier Filter Plant - 2601 Buford Dam Rd
47 DWR - Shoal Creek Plant - 1755 Buford Dam Rd
48 DWR - Crooked Creek Water Plant - 6557 Plant Drive NW
49 DWR - Yellow River Plant - 858 Tom Smith Rd SW
50 DWR - F. Wayne Hill - 1500 One Water Way
51 DWR - F. Wayne Hill Lab - 1510 One Water Way
52 CSV Elections Leased - 825 Progress Center Avenue
53 Fleet Management Facility - 620 Swanson Road
54 Police Central Precinct - 3125 Satellite Boulevard
55 Police East Precinct - 2273 Alcovy Road
56 Police Training Center - 854 Winder Highway
57 Police West Precinct-Fuel Site J Carter - 6160 Crescent Drive
58 Police North Precinct/North Tag Office - 2735 Mall of Georgia Boulevard

RP020-26 Page 8
59 Fire Station #24 - 2735 Mall of Georgia Blvd
60 Snellville Tag Office - 2845 Lenora Church Road
61 Norcross Human Services Center/Tag Office - 5030 Georgia Belle Court
62 Peachtree Corners Tag Office - 5270 Peachtree Parkway
63 Radio Tower - Crooked Creek - 6556 Plant Drive
64 Radio Tower - Fire Station #10 - 3680 Old Atlanta Road
65 Radio Tower - Goshen Springs - 5878 Goshen Springs Road
66 Radio Tower - Lanier Mt - 2286 Highpoint Road
67 Radio Tower - Lanier Water Park - 2601 Buford Dam Road
68 Radio Tower - Norris Lake - 4663 Anderson-livsey Road
69 Radio Tower - Prime - 374 Hickory View Drive
70 Radio Tower - Tribble Mill - 2568 Chandler Road
71 Radio Tower - Tuggle Mill - 3800 Tuggle Road
72 Animal Welfare & Enforcement Center - 884 Winder Hwy
73 Briscoe Field Control Tower - 850 Airport Road
74 DOT Airport Division Offices - 600 Briscoe Boulevard
75 DOT District 1 Maintenance Barn - 2992 Bart Johnson Road
76 DOT District 2 Maintenance Barn - 4181 Abbots Bridge Road
77 DOT District 3 Maintenance Barn - 425 Hoke O'Kelley Mill Road
78 DOT District 5 Maintenance Barn - 4115 Arcadia Industrial Circle
79 Gwinnett County Central Services - 455 Grayson Hwy
80 Gwinnett County Corrections Complex - 750 Hi Hope Road
81 Gwinnett County Detention Center\GSO - 2900 University Parkway
82 Gwinnett Environmental and Heritage Ctr - 2020 Clean Water Drive
83 Gwinnett Historic Courthouse - 185 West Crogan Street
84 Law\ Female Seminary - 455 South Perry Street
85 Bethesda Park Senior Center - 225 Bethesda Church Road
86 Buford Human Services Center - 2755 Sawnee Avenue
87 Centerville Senior Center - 3025 Bethany Church Road
88 Lawrenceville Senior Service Center - 225 Benson Street
89 Gwinnett Senior Services Center - 567 Swanson Road
90 Alexander Park - 800 Old Snellville Highway
91 Bay Creek Park - 175 Ozora Road
92 Best Friend Park - 6224 Jimmy Carter Boulevard
93 Bethesda Park - 220 Bethesda Church Road
94 Bogan Park - 2723 North Bogan Road
95 Brown Building - 186 East Pike Street
96 Bryson Park - 5075 Lawrenceville Highway
97 Club Drive Park - 3330 Club Drive
98 Collins Hill Park - 2225 Collins Hill Road
99 Dacula Park - 205 Dacula Road

RP020-26 Page 9
100 DeShong Park - 2859 North DeShong Road
101 Duncan Creek Park - 3700 Braselton Highway
102 Freeman's Mill Park - 1401 Alcovy Road
103 George Pierce Park - 55 Buford Highway
104 Graves Park - 1540 Graves Road
105 Harbins Park - 2995 Luke Edwards Road
106 Holcomb Bridge Park - 4300 Holcomb Bridge Road
107 Jones Bridge Park - 4901 East Jones Bridge Road
108 Lenora Park - 4515 Lenora Church Road
109 Lions Club Park - 5500 Rockbridge Circle
110 Little Mulberry Park - 3855 Fence Road
111 Lucky Shoals Park - 4651 Britt Road
112 McDaniel Farm Park - 3251 McDaniel Road
113 Mountain Park Park - 5050 Five Forks Trickum Road
114 Peachtree Ridge Park - 3170 Suwanee Creek Road
115 Pinckneyville Park - 4758 South Old Peachtree Road
116 Rabbit Hill Park - 400 Rabbit Hill Road
117 Rhodes Jordan Park - 100 East Crogan Street
118 Rock Springs Park - 550 Rock Springs Road
119 Ronald Reagan Park - 2777 Five Forks Trickum Road
120 Settles Bridge Park - 380 Johnson Road
121 Shorty Howell Park - 2750 Pleasant Hill Road
122 Simpsonwood Park - 4511 Jones Bridge Circle
123 South Gwinnett Park - 2015 McGee Road
124 Sweet Water Park - 800 Bethesda School Road
125 Tribble Mill Park - 2125 Tribble Mill Parkway
126 Vines Park - 3500 Oak Grove Road
127 West Gwinnett Park - 4488 Peachtree Industrial Boulevard
128 Yellow River Park - 3232 Juhan Road
129 Singleton Road Activity Building - 5220 Singleton Road
130 Lilburn Activity Building - 788 Hillcrest Road
131 Facilities Management Offices - 1890 Five Forks Trickum Road
132 Georgia Dept of Driver Services - 310 Hurricane Shoals Road
133 HIDTA - 3587 Parkway Ln
134 Old Duluth Library - 3480 Duluth Park Lane
135 E.E. Robinson Park - 885 Level Creek Road
136 Briscoe Park Snellville Parks & Recreation Center - 2500 Sawyer Pkwy SW
137 The Water Tower - 2500 Clean Water Court Dr.
138 DWR Pump Stations Warehouse - 604 Winder Hwy

RP020-26 Page 10
VII. PROPOSAL FORMAT AND CONTENT
To ensure similarity in proposal information and to allow consistency in comparing proposals, proposers shall include
material indicated below using sections numbered as shown. Proposers may add additional sections or appendices if
required to convey additional information to determine the best solution for the County. The following format should be
followed:
1. Service Provider Experience and Qualification
Provide company history, including offices, as well as company size, number of clients.
2. Technical Approach
Demonstrate understanding of and the ability to meet and/or exceed the minimum requirements outlined in the
Maintenance Agreement Requirements.
3. References
Provide three (3) references of projects that are of the same size organization or larger. Do not include references
that are significantly smaller than our current environment.
4. Cost Proposal
In addition to the Proposal, provide one (1) original unbound single-sided copy of the cost proposal in a separate
sealed envelope marked with the service provider's name, RP#, and "COST PROPOSAL." The Cost Proposal shall be
a not-to-exceed amount and should be all-inclusive.
VIII. PROPOSAL EVALUATION AND SELECTION PROCEDURES
Proposals will be evaluated based on their relative responsiveness to the criteria described below and with those criteria's
values weighted as shown below.
Part I Points
1. Service Provider Experience and Qualification 30
2. Technical Approach 30
3. References 20
Subtotal 80
Part II
4. Cost Proposal 20
Subtotal 100
Part III
Optional Interview 10
Total 110
Basis of Short-Listing / Selection
Part I - Initially, proposals will be evaluated based on their relative responsiveness to the criteria described above and will
be scored based on the point values as shown. Please note that references, and subsequent reference checks, are a
required component of Phase I scoring.
Part II - Service providers may be short-listed for further consideration. The Proposal Fee Schedules of the short-listed
service providers from Part I will be opened, reviewed, and scored with the lowest cost receiving the most points and the
other service providers receiving proportional points based on the differences in proposal costs.
Part III - At Gwinnett's discretion, or as deemed in Gwinnett's best interest, service providers may be short-listed a second
time for an interview. At this time, Gwinnett may request further information, explanations, clarifications, presentations,
interviews, or meetings with some or all of the remaining service providers.