AG 2009 06 15 - Laserfiche WebLink

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Example: Order 4:55 pm Monday deliver Friday All backordered items must have an expected delivery date on the packing slip. 5. The contractor is responsible for making details of late deliveries known immediately to agencies. MMO reserves the right to request an ad hoc report from the contractor to monitor delivery performance. 6. In the event deliveries are not received within the 2 and 4 business day requirements, the Contractor may be held in default and their contract terminated. 7. Deliveries shall be FOB destination, freight prepaid. It is agreed by the parties hereto that delivery by the contractor to the common carrier does not constitute delivery to the State. Any claim for loss or damage shall be between the contractor and the carrier. 8. Individual orders for less than $50.00 are exempt from FOB requirements. The contractor shall ship these orders prepaid, and add $10.00 shipping and handling charge to the invoice as a separate charge and include in the invoice total for payment by ordering agency. 9. ORDER COMPLETENESS Order Fill rate shall be maintained at 96%or greater. Order Fill rate is defined as "the number of line items on an order filled completely as ordered divided by the total number of line items on an order." MMO reserves the right to request an ad hoc report from the Contractor to monitor order completeness. In the event orders are not ft/led at a 96% or greater level, the contractor may beheld in default and their contract terminated H. INSPECTION AND ACCEPTANCE OF ORDERS Inspection and acceptance of the individual orders will be the responsibility of the requesting activity (end user) at the time of delivery. If instances arise where this is not feasible, users shall report discrepancies within twenty-four (24) hours after receipt to the contractor. Discrepancies may be resolved either by issuing debits/credits on the next invoice, or by physically taking back or reissuing necessary products. In either case, the contractor should specify the method. Retum of stock items ordered in error will be 100% at no charge if the product is returnable in saleable condition within twenty-one (21) days: saleable condition includes the original manufacturer's box and all packaging in good condition. Return of defective items will be 100% at no charge. Contractor representative must be available to resolve all delivery, ordering, invoicing problems and any other related discrepancies. I. PRODUCT RECALL In submitting this Fixed Price Bid, Bidder expressly assumes full responsibility for prompt notification to the user of azry product recall in accordance with the applicable state or federal regulations. DESCRIPTIVE LITERATURE Contractor(s) are required, within 5 business days of the request of any user and at no charge to using agencies and departments, to provide the user with office product catalogs and descriptive literature. Catalogs must contain all categories of products, and pertinent descriptive and ordering information and up to date and accurate. Catalog should include policies and instmctions with regards to ordering procedures, pricing, back order policy, delivery of merchandise procedure, and return of merchandise policy. Contractor(s) are required to provide the using agency with all infottnation pertinent to the placement of and payment for orders. This information must be consistent with the terms and conditions stated within this solicitation. Catalogs must contain the Manufacturer's Suggested Retail Price (List Price) for all products. Office supplies covered under the terms of this contract will be sold to the participating agencies by the contractor(s) at the percentage discount from the Manufacturer's Suggested Retail Price (List Price). The catalog includes those items not specifically excluded from this contract(s). NO SUBSTITUTIONS No substitutions of catalog items shall be authorized unless previously agreed to by the agency/department. Contractor(s) may deliver equivalent merchandise if requested items are not available when required, but acceptance or rejection is the prerogative of the using entities. Prior authorization must be obtained prior to delivery. L. CUSTOMER SUPPORT/USER SUPPORT Contractor shall provide a customer support sales representative(s) for each region. This sales representative may support multiple users in multiple regions. Users shall have access to their corresponding customer service representative during normal business hours of every business day (8:00 A.M. (ET) to 5:00 P.M. (ET). When the primary point of contact is not available, the Contractor shall provide sufficient backup to provide customer service to users. User inquiries by phone, email, or fax shall be addressed within 1-2 business days. M. ORDERING INFORMATION Contractor(s) will accept orders by phone (toll-free), fax modem, hard copy, or an electronic media provided by the contractor(s). All orders must be filled on an individual basis as required, with an itemized packing slip and delivery memo included with the order. The packing slip must identify the state agency, department within the agency and name of authorized person ordering, order number accounting information, number of packages, department phone number(s), delivery point, purchase order number and contents of packages. An authorized representative of the department must sign all delivery memos. Page 12 F-7 [] ii C f~ 7 C 11 C D ~7 C iJ n r Attachment number 3 Page 152 of 433