Common use of Customer Service and Administration Clause in Contracts

Customer Service and Administration. The Contractor shall provide Customers all services during standard business hours, Monday through Friday, 8:00AM (ET) through 5:00PM (ET). The following days are observed as holidays by state agencies: • New Year's Day • Birthday of Xx. Xxxxxx Xxxxxx Xxxx, Xx. • Memorial Day • Independence Day • Labor Day • Veterans' Day • Thanksgiving Day • Friday after Thanksgiving • Christmas Day If the actual holiday falls on a Saturday, the preceding Friday is observed as a holiday. When a holiday falls on Sunday, the following Monday is observed as a holiday. The Contractor shall have a single point of contact to serve as Contract Manager as listed on the Vendor Information Form. The Contract Manager may support multiple Customers and must respond to Customer calls and/or emails within twenty-four hours. The Contract Manager must be able to provide or arrange for all aspects of Customer support and problem resolutions. Back-up coverage must be provided by an equally knowledgeable person if the Contract Manager is not able to be reached. In addition to a dedicated Contract Manager, the Contractor shall provide toll-free Customer service phone support from 8:00 AM (ET) to 5:00 PM (ET) Monday through Friday, except for National and State recognized holidays. TDD (Telecommunication Device for the Deaf) access must be made available during the above named Customer service operating hours. Routine Communications All routine communications and reports related to this STC shall be sent to the Department’s Contract Manager. If any information listed on the Vendor Information Form changes during the life of the Contract, then the Contractor shall update the Vendor Information Form and submit to the Department’s Contract Manager. Communications relating to a specific order should be addressed to the contact person identified on the order. Communications may be by e-mail, regular mail, or telephone.

Customer Service and Administration. The Contractor shall provide Customers all services during standard business hours, Monday through Friday, 8:00AM (ET) through 5:00PM (ET)days. The following days are observed as holidays by state agencies: • New Year's Day • Birthday of Xx. Xxxxxx Xxxxxx Xxxx, Xx. • Memorial Day • Independence Day • Labor Day • Veterans' Day • Thanksgiving Day • Friday after Thanksgiving • Christmas Day If the actual holiday falls on a Saturday, the preceding Friday is observed as a holiday. When a holiday falls on Sunday, the following Monday is observed as a holiday. The Contractor shall have a single point of contact to serve as Contract Manager as listed on the Vendor Information Form. The Contract Manager may support multiple Customers and must respond to Customer calls and/or emails within twenty-four hoursone business day. The Contract Manager must be able to provide or arrange for all aspects of Customer support and problem resolutions. Back-up coverage must be provided by an equally knowledgeable person if the Contract Manager is not able to be reachedperson. In addition to a dedicated Contract Manager, the Contractor shall provide toll-free Customer service phone support from 8:00 AM (ET) a.m. Eastern Time to 5:00 PM (ET) p.m. Eastern Time, Monday through Friday, except for National and State State-recognized holidays. TDD (Telecommunication Device for the Deaf) access must be made available during the above above-named Customer service operating hours. Routine Communications All routine communications and reports related to this STC shall be sent to the Department’s Contract Manager. If any information listed on the Vendor Information Form changes during the life of the Contract, then the Contractor shall update the Vendor Information Form and submit to the Department’s Contract Manager. Communications relating to a specific order should be addressed to the contact person identified on the order. Communications may be by e-mail, regular mail, or telephone. Invoices Invoices must clearly identify the manufacturer, manufacturer's code, size, quantity, the Contractor’s name, Contract number, and purchase order number.