STATE OF WISCONSIN
DEPARTMENT OF ADMINISTRATION
STATE BUREAU OF PROCUREMENT
Contract #505ENT-M13-REMANTONER-01:
Statewide Remanufactured Toner and Ink Products
(Formerly known as #15-61598-300)
USER GUIDE
June 5, 2013
Revised: February 24, 2016
CONTRACT NO. 505ENT-M13-REMANTONER-01
Statewide Remanufactured Toner and Ink Products
Revised: February 24, 2016
TABLE OF CONTENTS
Content
Contract Summary and Scope
Definitions
Account Set Up and Ordering Methods
Ordering and Customer Service
Training
Contract Pricing
Invoicing and Payment
Quality
Defective Products/Warranty
Service Level Expectations
 Testing, Repair and Replacement
 Delivery
 Returns
 Back Orders
 Product Recycling and Disposal
 Packaging and Installation of toner cartridges
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CONTRACT NO. 505ENT-M13-REMANTONER-01
Statewide Remanufactured Toner and Ink Products
Revised: February 24, 2016
Contract Summary and Scope
The purpose of this mandatory, statewide Contract is to provide State agencies, University of Wisconsin
(UW) campuses and cooperative purchasing groups (e.g. municipalities, school districts) with
remanufactured toner and ink products.
This Contract excludes new, OEM and compatible toner and ink products.
This Contract has an initial term of two (2) years with the option to renew upon mutual agreement for
three (3) additional 1-year periods.
This contract was formerly known as 15-61598-300 prior to the July 1, 2015 conversion to STAR.
DOA Contract Manager:
Cathy Neidner
WI Department of Administration
State Bureau of Procurement
101 East Wilson Street, 6th Floor
Madison, WI 53707-7867
Phone: (608) 266-3620
Fax:
(608) 267-0600
Email: catherine.neidner@wisconsin.gov
Contact the DOA Contract Manager with any Contract related questions. Authorized Users are also
encouraged to contact their agency/campus purchasing office with general questions.
Contractor:
EIS Office Solutions
2030 W. Sam Houston Parkway N
Houston, TX 77043
http://www.eisoffice.net
Mandatory Purchasing:
Yes
Purchasing Card (P-Card):
Yes
WISBuy Enabled Contract:
Yes - Punchout Catalog
Cooperative Purchasing:
Yes
Certified Minority Business Enterprise (MBE):
Yes
Definitions
ARO- means “after receipt of order”.
ASTM- means American Society of Testing and Materials International
Authorized User- means any State agency, board, commission, UW campus or cooperative purchasing
entity (e.g. municipality)
Compatible- means toner or ink product that is made from new (not recycled OEM) core and other parts
and is sold as a generic match to an OEM cartridge.
F.O.B.-Free on Board
ISO- means International Organization for Standardization
ISTA- means International Safe Transit Authority
ITC- means International Imaging Technology Council
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CONTRACT NO. 505ENT-M13-REMANTONER-01
Statewide Remanufactured Toner and Ink Products
Revised: February 24, 2016
OEM- Original equipment manufacturer
P-Card- State of Wisconsin purchasing charge card
Remanufactured-means a printing cartridge to which the following service has been performed: the
disassembly of the cartridge, inspection, cleaning and adjustment of all components, repair where
necessary, replacement of worn or damaged parts, reassembly and testing of the remanufactured
cartridge, and, where applicable, removal of the remaining toner, replacement of the toner supply, and,
refurbishing the organic photoreceptor cell (OPC) or replacing the OPC with a new or aftermarket cell.
STMC- means Standardized Test Methods Committee
Account Set-Up and Ordering Methods
State customers and cooperative purchasing groups should register and place orders via one of the
following methods. Please allow two (2) business days for account setup.
1. WISBuy Pcard Marketplace (preferred method for State Agencies).
Log onto WISBuy and use EIS Office Solutions punchout catalog to place your order.
https://solutions.sciquest.com/apps/Router/Login?OrgName=WisconsinMarketPlace
If you do not have a WISBuy login please access the site WISBuy site and request a login.
Please allow adequate time for new login approval process.
2. WISBuy via STAR/PeopleSoft eCatalog
WISBuy may be accessed via the PeopleSoft requisitioning process. Requisitioners will begin
procurement activity within PeopleSoft; Browse and create requisition within WISBuy/EIS Office
Solutions punchout. Upon completion of requisition, user will be returned to PeopleSoft
requisition to obtain the necessary approvals etc. Once requisition has been budget checked
and approvals received, WISBuy and the supplier will be notified of the purchase order.
Note: When creating a requisition, DO NOT copy previously issued orders. The eCatalog is
constantly changing and you will not receive the current pricing on items if you attempt
to copy previous orders.
3. Any of the traditional ordering methods, such as on-Line at EIS Office Solutions website,
phone or Fax
Note: If you are using a p-card the preferred method is via WISBuy.
When using one of the traditional methods above, you will need to set up an account, in advance,
with EIS Office Solutions.
Please e-mail the completed Account Registration Form to lisa@eisoffice.net
4. Shop@UW (only available for UW Systems customers)
UW Systems customers should access the contract through Shop@UW. If you do not already
have an account please contact Shop@UW Customer Service at (608) 497-4400 or
shopUW@bussvc.wisc.edu.
(http://www.bussvc.wisc.edu/shopuw/shopuw.html)
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CONTRACT NO. 505ENT-M13-REMANTONER-01
Statewide Remanufactured Toner and Ink Products
Revised: February 24, 2016
Ordering and Customer Service
Agencies and cooperative purchasing groups will determine the method of order placement which will be
used by Authorized Users.
1. WISBuy Pcard Marketplace (preferred method for State Agencies (all non-MDS customers).
Log onto WISBuy and use EIS Office Solutions punchout catalog to place your order.
https://solutions.sciquest.com/apps/Router/Login?OrgName=WisconsinMarketPlace
2. WISBuy via STAR/PeopleSoft eCatalog
WISBuy may be accessed via the PeopleSoft requisitioning process. Requisitioners will begin
procurement activity within PeopleSoft; Browse and create requisition within WISBuy/EIS Office
Solutions punchout. Upon completion of requisition, user will be returned to PeopleSoft
requisition to obtain the necessary approvals etc. Once requisition has been budget checked
and approvals received, WISBuy and the supplier will be notified of the purchase order.
Note: When creating a requisition, DO NOT copy previously issued orders. The eCatalog is
constantly changing and you will not receive the current pricing on items if you attempt
to copy previous orders.
3. Traditional ordering methods, such as On-Line at EIS Office Solutions website, Phone or
Fax).
Log onto https://eisoffice.net
Note: If you are using a p-card the preferred method is via WISBuy.
If you do not have a log on, please use the Account Setup Form which can be found on
VendorNet. Fill in the form completely and e-mail to Lisa Martin, Customer Service via e-mail at
lisa@eisoffice.net. Please allow 24 hours to complete a new account setup.
Your email address and password will give you access to the ordering site.
4. Shop@UW (only available for UW Systems customers)
Shop@UW/MDS customers can access the EIS Office Solutions contract catalog online through
Shop@UW.
http://www.bussvc.wisc.edu/shopuw/shopuw.html
Customer Service questions may be answered by contacting the following EIS Office Solutions
professionals in the following order.
1.
Lisa Martin – Customer Representative – email (preferred) Lisa@eisoffice.net or call
1-877-557-7300, ex.202.
2.
Matu Cooklin – Operations Manager – email (preferred) matu@eisoffice.net or call
1-877-557-7300, ex. 207.
3.
Merrill Chance – National Sales & Account Manager – email (preferred) Merrill@eisoffice.net or
1-877-557-7300, ex.210
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CONTRACT NO. 505ENT-M13-REMANTONER-01
Statewide Remanufactured Toner and Ink Products
Revised: February 24, 2016
Customer Service questions include, but are not limited to:
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Status of Orders (e.g. shipped, pending)
Delivery Information
Back Order Information
Statewide Contract Pricing
Product Exclusions (i.e. “lock out items”)
Contract Compliance Requirements (e.g. delivery timeline requirements, invoice
timeliness)
General Product Information
Defective cartridge issues
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For defective cartridge issues please provide the following information:
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Contact name
Toner item number
Invoice number
Purchase order number (if applicable)
Brief description of defect
Contact the DOA Contract Manager to report all vendor performance issues.
Training
MDS and Shop@UW end users should contact MDS customer service.
1. WISBuy User Training
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If you plan to utilize WISBuy via PCard Marketplace:
o Contact your Business Unit Administrator to schedule training.
o The KIT (Knowledge, Management, Improvement and Training) Section of the
State Bureau of Procurement provides PCard Marketplace Training. The EIS
Office Solutions site on WISBuy is a punchout enablement, therefore you will
need to learn and understand WISBuy ordering processes and how it relates to
the EIS Office Solutions punchout site.
If you plan to utilize WISBuy via STAR/PeopleSoft eCatalog:
o Training is scheduled through the STAR/PeopleSoft ELM.
o PRO304: eProcurement course covers requisitions and ordering via WISBuy
eCatalog.
Contract your Business Unit Administrator to schedule training. Additionally, Contact Knowledge
Management, Improvement and Training (KIT) section of the State Bureau of Procurement is
available as a resource. The EIS Office Solutions site is a punchout enablement, therefore, you
will need to learn and understand WISBuy ordering processes and how it relates to the EIS Office
Solutions Punchout site.
2. EIS Office Solutions Website Training
Contact EIS Office Solutions to discuss your specific needs.
Contract Pricing
Contract pricing can be found on VendorNet and on EIS Office Solutions Punchout (WISBuy)
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CONTRACT NO. 505ENT-M13-REMANTONER-01
Statewide Remanufactured Toner and Ink Products
Revised: February 24, 2016
All Contract pricing is fixed, net product pricing. All pricing is F.O.B. Destination Freight Prepaid and
Allowed and includes all packing, packaging, freight and fuel costs, insurance and charges for quotes,
and installation/operation/maintenance manuals, samples and product literature.
In the event of a price change between the date of order and the date of delivery or installation, EIS Office
Solutions must charge the lower price.
Additional costs/fees that are not allowed include, but are not limited to, the following:
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Delivery location fees
Small order/ “minimum order” fees
“Special order” fees
Purchasing card (P-Card) related charges
Return fees for inaccuracies or other errors on the part of the Contractor (e.g. restocking fees)
Parts fees such as “core charges”, etc
No surcharges (e.g. fuel, transportation, energy) may be charged unless approved by the DOA Contract
Manager.
Any changes in contract pricing will be posted on VendorNet after approval from the DOA Contract
Manager will be posted on VendorNet.
Invoicing and Payment
Authorized Users will dictate the invoicing method to be used. Accurate invoices for all orders will be
emailed to the Authorized User as the order is processed by EIS Office Solutions.
All invoices must meet the pricing and terms and conditions of the Contract and be available in hard copy
and electronically.
Payment will not be made until the product and/or service is determined to meet all specifications and has
been accepted by the State of Wisconsin.
Standard payment terms for Authorized Users are net thirty (30) days from the date of product delivery
and/or installation acceptance or invoice receipt, whichever is later.
Note: WISBuy transactions will be via P-card only.
Shop@UW invoices will be processed electronically through SciQuest.
Quality
All products (including replacement parts used during the remanufacturing process) sold under the
Contract shall be current production products and shall be capable of performing at an effectiveness level
in accordance with manufacturer's specifications and advertised data sheets.
All products shall meet or exceed 1) current guidelines and standardized test methods as adopted by the
Standardized Test Methods Committee (STMC); 2) Manufacturer’s OEM specifications as to yield, density
and package integrity and 3) all current and applicable industry standards for quality and performance.
No products shall be “drilled and filled”. All ink and toner products shall be first quality.
Contractor’s remanufacturing process shall meet or exceed the current standards adopted by the
American Society of Testing and Materials (ASTM).
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CONTRACT NO. 505ENT-M13-REMANTONER-01
Statewide Remanufactured Toner and Ink Products
Revised: February 24, 2016
Defective Products/Warranty
In the event that any product or part proves to be defective or fails within the warranty provided, EIS
Office Solutions shall repair and/or replace it without charge (including freight both ways) regardless of
how much of the product has been used. EIS Office Solutions shall repair or replace all defective
products or parts within three (3) business days of notification.
Authorized Users are strongly encouraged to contact EIS Office Solutions as soon as possible, notifying
them of product failure and to request return authorization/replacement.
EIS Office Solutions guarantees its products to be free from defect in materials and workmanship, given
normal use and care, for a period of at least one (1) year from the date of purchase.
EIS Office Solutions warrants that the use of the products sold under the Contract shall not void any
manufacturer’s warranty on the equipment in which it is used.
EIS Office Solutions shall also honor the original manufacturer’s warranty. Upon request, Contractor shall
provide all warranty information to the Authorized User.
Service Level Expectations
1. Testing, Repair and Replacement
If an Authorized User suspects that a cartridge has caused damage, abnormal wear or
deterioration to equipment, EIS Office Solutions shall provide a local, competent, factory-trained
and authorized technician at their own expense to perform diagnostic testing within forty-eight
(48) hours of notification. EIS Office Solutions shall submit the results of such diagnostic testing
within five (5) business days.
At the Authorized User’s discretion and where a cartridge was proven to have caused damage to
the equipment, EIS Office Solutions shall provide a local, competent, factory- trained and
authorized technician at their own expense to repair the equipment within forty-eight (48) hours of
notification.
If equipment is beyond the point of repair due to a defective cartridge, EIS Office Solutions shall
bear the cost of replacing the equipment.
2. Delivery
EIS Office Solutions shall deliver at least 98% of all ordered products by the date specified on any
purchase order or within 48 hours after receipt of order (ARO).
EIS Office Solutions must fill backorders within five (5) business days of the originally scheduled
delivery date.
Expedited or “rush” deliveries caused by an error or delay on the part of EIS Office Solutions shall
be at no additional cost to the Authorized User.
3. Returns
End users shall coordinate returns with EIS Office Solutions. EIS Office Solutions shall allow
Authorized Users a minimum of thirty (30) calendar days for returns.
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CONTRACT NO. 505ENT-M13-REMANTONER-01
Statewide Remanufactured Toner and Ink Products
Revised: February 24, 2016
EIS Office Solutions shall replace or pick up and apply credit for all products damaged,
duplicated, incorrectly ordered or shipped within five (5) working days of notification.
All returns shall be at no additional cost to the Authorized User.
4. Backorders
For backorders, EIS Office Solutions shall notify the Authorized User within forty-eight (48) hours
of the original order.
At the point of notification, EIS Office Solutions shall provide an estimated back order turnaround
time and all acceptable alternative products that meet or exceed the original product
specifications. Any alternative products shall be sold at or below the price of the backordered
item.
The Authorized User may 1) accept the extended turnaround time of the backorder, 2) cancel the
order, or 3) accept an acceptable alternative product where available.
EIS Office Solutions shall not cancel any backorder or automatically substitute any product on
backorder without the express approval of the Authorized User.
EIS Office Solutions shall not charge Authorized Users for any product that is back ordered until
the product is shipped.
5. Product Recycling and Disposal
EIS Office Solutions shall accept spent cartridges for recycling at no additional cost.
EIS Office Solutions shall ensure that remaining toner in used cartridges is recycled or disposed
of in a manner that complies with all applicable environmental, health and safety regulations.
In addition to the mandatory pick-up of remanufactured cartridges, EIS Office Solutions may
accept empty OEM cartridges for recycling.
Shop@UW Customers will coordinate cartridge return through MDS.
All other Authorized Users should follow the instructions below:
Cartridge Return: Email or call EIS Office Solutions and tell the Customer Service
Representative that you have cartridges that need to be picked up. EIS
will contact CS Logistics and they will pick up the cartridges at no
additional cost to the State.
If you are located in Northern Wisconsin, EIS Office Solutions shall
provide prepaid postage for cartridges to be returned at no cost to the
Authorized User. Contact EIS Office Solutions for a prepaid label to
affix to the return.
6. Packaging and Installation of Toner Cartridges
EIS Office Solutions’ toner packages include installation instructions.
Each toner is in an anti-static moisture proof bag that is heat sealed. (See picture A)
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CONTRACT NO. 505ENT-M13-REMANTONER-01
Statewide Remanufactured Toner and Ink Products
Revised: February 24, 2016
Each toner is placed in a protective cradle in the carton. (See picture A)
Upon removal of the toner cartridge from its carton, cradle and sealed package, shake it gently
from side to side to distribute the toner evenly in the cartridge.
Remove the orange plastic guard OR protective black paper from the roller area. (See picture B)
Remove the sealing tape from the cartridge by grasping if firmly and pulling it out of the cartridge
with a rapid and constant motion. (See picture C).
Install the cartridge in the printer in the same manner you would install any remanufactured or
OEM cartridge.
(PICTURE A)
(Picture B)
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CONTRACT NO. 505ENT-M13-REMANTONER-01
Statewide Remanufactured Toner and Ink Products
Revised: February 24, 2016
(Picture C)
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