Customer Service Response Time. The Contractor shall resolve all customer service issues within 48 hours of submission.
Customer Service Response Time. The Contractor shall resolve all customer service issues within 48 hours of submission. Quality Assurance The Contractor shall provide only unused products, unless otherwise agreed to by the State Account Manager. The Contractor shall guarantee its products to be free from defects in materials and workmanship, given normal use and care, over the period of the manufacturer warranty. The Contractor shall repair and/or immediately replace any defective or failed item within the warranty period specified at no expense to the Ordering Agency (including labor, freight both ways, and materials) for products that are returned in accordance with the Returns Section of this Contract. In the event the product cannot be repaired or replaced to the satisfaction of the Ordering Agency, the Contractor shall refund any amounts paid by the Ordering Agency for the product. The terms of this Contract shall supersede any language to the contrary on purchase orders, invoices or other documents provided by the Contractor, manufacturer or other sources.
Customer Service Response Time. TSS shall provide telephone response to end-user calls within one hour for hardware service and installations. For service incidents the CSR will be dispatched for On-Site next day repair with standard parts supplied by TSS. On site next day repair is defined as a Monday through Friday 8:00 A.M. to 5:00 P.M., local time, on the following day after the service call is received by TSS from ATS Money Systems or ATS Money Systems end users in the case of stand alone equipment. Exceptions to this will be:
Customer Service Response Time. TSS shall provide telephone response to end-user maintenance calls for hardware service within one hour of being dispatched by Odetics. Service response times are as defined in Section 7.5.
Customer Service Response Time. The Contractor shall resolve address all customer service issues within two (2) business days of receipt of notification. The Contractor will make every reasonable attempt to resolve issues as quickly as possible.
Customer Service Response Time. The Contractor shall resolve all customer service issues within 48 hours of submission. Quality Assessment The Contractor will perform a Quality Assessment at the request of the State. The Contractor will audit their processes and determine areas that need improvement, that cause issues, or could be improved. This should evaluate all systems, procedures, processes, requirements, and any other aspect of the program that in some way impacts the services provided through this Contract. The assessment should be submitted to the State Contract Manager. There shall be no limit on how many requests the State may make during the life of the Contract. The Contractor will take into consideration any suggestions, requests, or additions from the State. The State reserves the right to request the Contractor to perform a Quality Assessment at any time. The State can give a list of specific concerns, all of which the Contractor shall address, in addition to their own findings. Within ninety (90) days of notice, unless otherwise determined by the State in writing, the Contractor shall assess the given area(s) and document any issues, including, but not limited to short comings, failures, lapse in services, areas that could be improved and shall send the report documenting their findings, the cause of the issues, and the cure(s). Included in the assessment documentation and report provided to the State, a Corrective Action Plan, shall be issued by the Contractor for each cause, detailing the actionable cure for remedying the issue or issues. Upon Corrective Action Plan receipt, the State shall review and advise of any questions. If the State has no objections to the plan, the plan shall be implemented within twenty-four (24) hours. From that point, the Contractor has the agreed upon timeline to cure the issues. The timeline shall be determined by the State. If the Contractor still has any issue associated with the Corrective Action Plan purpose, by the end of the timeline, the State shall obtain a credit of $500 per occurrence from the Contractor in the form of a check with the supportive reporting model. At any point, the State has the right to invoke the Termination for Default clause. The Contractor will work with the State Contract Manager anytime an issue of Quality occurs. The Contractor will take care of the issue and create a way to prevent reoccurrence. The Contractor will not consider any issue closed until the Contract Manager gives consent. The Contractor will ...
Customer Service Response Time. The Contractor shall resolve all customer service issues within 48 hours of submission. Quality Assurance The Contractor shall provide new/unused products, unless otherwise agreed to by the State Account Manager. The Contractor shall guarantee its products to be free from defects in materials and workmanship, given normal use and care, over the entire period of the manufacturer warranty. The Contractor shall repair/replace any defective or failed item within the warranty period specified at no expense to the Ordering Agency (including labor, freight both ways, and materials) for products that are returned in accordance with the Returns Section of this Contract. The terms of this contract shall supersede any language to the contrary on purchase orders, invoices or other documents provided by the contractor, manufacturer or other sources. All equipment offered must meet the current or posted approval of the United States Postal Service.
Customer Service Response Time. The Contractor shall resolve all customer service issues within 48 hours of submission. Quality Assurance Warranty Ordering Agencies are eligible to receive manufacturers’ warranties and the Contractor shall honor all manufacturers’ warranties and guarantees on entire catalog of products offered as part of this Contract. If the manufacturer offers an on-site warranty, those warranty services shall be passed on to the Ordering Agencies. If a product warranty extends beyond the term of this Contract, the Contractor shall agree to provide warranty services throughout the life of the warranty.
Customer Service Response Time. The Contractor shall resolve all customer service issues within 48 hours of submission. Scope of Work (SOW) A Scope of Work (SOW) is a sub-agreement to be utilized for adding additional scope of work during the contract period and shall provide a template that shall be completed by the Agency for the purpose of formality and confirmation of the expectations for the agency site location scope of work. The final version of this document shall be approved by the Agency, the Contractor, and the State, as part of this contract. The template for the SOWs can be found in Exhibit C. All sub-agreements/SOWs will be written under the authority of, and consistent with, the terms and conditions of this prime contract. Scopes of Work are living documents that may change throughout the term of the contract dependent on the site operations and threat level conditions. Original signatures by the Contractor, the State Site Manager, and IDOA will be required for all sub-agreements/SOWs. The State and Contractor recognize that additional sites may be added during the contract term and any renewals. All Guard Types will be provided by the Vendor to any User Agency location in the regions designated in this contract at any time throughout the life of the Contract. A template has been provided for the new site designee to complete for the purpose of formality and confirmation of the expectations for the site location scope of work. The final version of this document shall be approved by the Site Designee, the Contractor, and the State, as part of this Contract. The template is made a part of this Contract and is incorporated herein by reference by Exhibit C. The Contractor will help the User Agencies complete the SOWs and provide expert opinion, provide industry standards, and analyze all the risk factors that go into the security of the site locations. The Contractor will offer their expertise to ensure the State is getting the appropriate level of security while focusing on saving the State money. The Contractor will provide any documentation including but not limited to a formal report at the request of the State. The SOW shall not be completed until all three parties sign on the SOW agreement. The order for signature on a SOW is:
Customer Service Response Time. The Contractor shall respond to all customer service issues Monday through Friday 8AM to 5PM local time, excluding holidays within 48 hours of submission.
