VENDOR DISPLAY SERVICE LEVEL AGREEMENT

Transcription

1 OBJECTIVE: T ensure Vendr prvided displays are maintained in a fully functinal state by the Vendr fr life f display in Best Buy retail stres. It is in the best interest f bth Vendrs and Best Buy t ensure displays are maintained at all times while in stres. Functining displays are directly crrelated t increased retail sales. 1.0 ONBOARDING & INTRODUCTION When intrducing a new display in Best Buy stres, Vendrs will prvide the fllwing t Best Buy six weeks befre the deplyment f the display. Fr existing displays, the fllwing must be prvided within six weeks f request by Best Buy: 1.1 A high-level lifecycle plan fr the display, including: a list f all stres the display will be deplyed in; a deplyment schedule with shipping dates and tracking fr all displays; a life cycle reprt fr the display including hw lng the display is expected t be in stres; an exit plan fr the display which shall include the fllwing infrmatin: hw the display will be remved frm the stre by the Vendr r dispsed f at end f life f the display by the Vendr the Vendr s carrier accunt and dept address fr displays t be shipped at end f display life cycle; and 1.2 A service manual fr the display, including: basic setup requirements; a quick step reference guide (fr level 1 supprt); an advanced supprt guide with instructins n hw t repair and replace internal cmpnents; a parts list f hardware cmpnents, including: Media players, TV s, buttns, cmputers, netwrk devices, lighting and any ther part necessary t maintain the display as fully functinal. 1.3 An utline f the supprt prcess fr the display, including: a high-level verview f the supprt prcess; the cntact infrmatin (at the Vendr r the Vendr s partner) respnsible fr prviding supprt fr the display; and ticket reprting & escalatin prcess and cntacts within the supprt team. 2.0 SUPPORT Vendrs shall wrk with Best Buy in maintaining and supprting the Vendrs displays as fllws: 2.1 Ensure supprt cverage fr all f Canada prvide the same quality f supprt fr all displays in all Best Buy stre lcatins unless therwise apprved by Best Buy in writing; 2.2 Parts and replacement displays Fr inline displays up t 4 : the Vendr will maintain a pl f spares f nt less than 20% f the number f displays in stres; the Vendr will ship spare displays t the stre t replace a display requiring a repair within 5 business days f ntificatin by Best Buy; and Page 1 f 5

2 upn shipping a replacement display t the applicable Best Buy stre, the Vendr will include a waybill in the bx t return the nn-functining r damaged display t the Vendr at the Vendr s sle cst. Fr any displays larger than 4 : the Vendr will maintain adequate quantities f repair parts t service 40% f displays that are in Best Buy stres; parts include signage, electrnic cmpnents, fixtures, and prduct dems. the Vendr will maintain break-fix inventry levels at all times while displays are in Best Buy stres except With Best Buy apprval, break-fix inventry will nt need t be maintained in the last 6 mnths f the life cycle f the display. The Vendr must ship and install (r cause t be shipped and installed) the replacement parts within 5 business days f ntificatin f Best Buy. 2.3 Deplyment f displays The Vendr will deply all displays with 100% functinality. The vendr shall nt install in Best Buy stres any display that is missing parts r nn-functinal. If a display is deplyed in a nn-functining state, Best Buy may request the Vendr t remve the display immediately frm the stre r, if the Vendr has nt remved the nn-functining display within 3 business days, f ntice by Best Buy, Best Buy may remve the display and the Vendr shall reimburse Best Buy fr the cst f such remval and the cst f repairing any damage t the stre r ther fixtures caused by such remval. 2.4 Maintain supprt fr the entire life expectancy f the display Vendr shall maintain and supprt the display s that it is fully functinal at all times the displays are in Best Buy stres; and with Best Buy apprval, the Vendr may terminate supprt ne mnth prir t the display being end f life. 3.0 STAFF EXPECTATIONS The Vendr will fllw the fllwing guidelines when engaging Best Buy supprt in stres: 3.1 Vendrs will be cntacted by the Interactive Team when submitting tickets and engaging Best Buy supprt in stres Best Buy stre staff will nt initiate tickets directly with the Vendr r their supprt team. Best Buy stre staff will create incidents/tickets thrugh the Best Buy Service Desk and fllw the apprpriate supprt flw as determined by Best Buy frm time t time. Upn receipt f an incident ticket, the Vendrs may cntact the stre, r dispatch a Vendr representative t effect a reslutin f the ticket. 3.2 Vendrs are permitted t cntact stre staff fr the fllwing tasks: gathering additinal details and infrmatin upn receipt f a ticket frm Best Buy; and basic trubleshting (checking pwer, resetting, testing buttns) t request a picture f the issue r damage experienced If an incident cannt be reslved in 10 minutes by the Best Buy stre staff ver the phne, the Best Buy stre staff will cease trubleshting effrts and the Vendr shall dispatch a representative t the stre t effect repairs r therwise initiate replacement f the display within the service levels specified herein. Page 2 f 5

3 3.3 Cmprehensive repairs Stre staff are nt equipped t pen r disassemble Vendr displays. Repairs requiring this level f supprt are the respnsibility f the Vendr. Simple repairs can be perfrmed by stre staff if: step-by-step r walkthrugh dcumentatin has been prvided by the Vendr t Best Buy with clear pht dcumentatin f the trubleshting and repair prcess. the step-by-step r walkthrugh dcumentatin has been apprved fr use by Interactive Services team. The Vendr shall fllw up with the stre t ensure the ticket has been fully reslved. Simply prviding a step-by-step r walkthrugh dcumentatin t Best Buy des nt satisfy the maintenance bligatins f the Vendr. 3.4 Merchandising and display refreshers Best Buy has a Prduct Prcess Team that merchandises Vendr displays. The Prduct Prcess team prvides the fllwing services prvided that the Vendr cmplies with the fllwing bligatins: Vendr bligatins: the Vendr has prvided step-by-step r walkthrugh dcumentatin t Best Buy which includes pht instructins. The Vendr must cnfirm that the display is a simple display suitable fr the Prduct Prcess Team installatin services. Prduct Prcess team services must be pre-apprved and submitted by the Best Buy stre develpment prject manager wh will review the display and cnfirm, in their sle discretin, whether the display is suitable fr the Prduct Prcess Team installatin services: The Prduct Prcess team will nt dismantle the display r install new prduct dems. The merchandising prcess des nt exceed 10 minutes f staff time. 4.0 SERVICE LEVELS The Vendr shall meet the fllwing service level reslutin timelines and bligatins: 4.1 Vendrs are t initiate cntact with stres, within 3 calendar days f receiving an incident/ticket Vendrs shuld attempt a phne reslutin, r gather additinal infrmatin where necessary within 3 calendar days f receipt f a ticket frm Best Buy. 4.2 Displays are t be replaced r repaired t a fully functining state within the fllwing timelines frm receipt f an incident/ticket frm Best Buy the Vendr shall replace r repair a display within 14 calendar days in a majr market (Vancuver, Edmntn, Calgary, Winnipeg, Trnt, Ottawa, Mntreal); the Vendr shall replace r repair the display within 30 calendar days fr all ther markets. If a display remains nn-functinal fr greater than the applicable perid specified abve, Best Buy may either: repair the display at the Vendr s sle cst and expense pursuant t sectin 5.1 belw; r remve the display frm the sales flr f the stre and cnvert the vacated space t functining retail space at the Vendr s sle cst and expense pursuant t sectin 5.1 belw. Page 3 f 5

4 4.3 The Vendr will ensure all displays are fully functinal at all times while the displays are within the stres. If the number f nn-functinal displays exceeds 20% f the same display type within Best Buy stres at any time, the Vendr will take ne r mre f the fllwing actins, in Best Buy s sle discretin, within 5 calendar days f ntice by Best Buy: the Vendr will perfrm a glbal refresh, visiting all stres t evaluate and repair damaged displays; the Vendr will remve all display frm all stres, and repair the displays ut f Best Buy s stres; and/r the Vendr may be asked t permanently remve the display frm all stres. If the Vendr fails t perfrm the freging bligatins within the time perid specified, Best Buy may perfrm such actin at the Vendrs sle cst and expense and the Vendr shall pay Best Buy fr all such csts and expenses t permanently remve the fixtures frm the all stres and cnvert the vacated space t functining retail space within 15 days f invice fr such csts and expenses (Geek Squad agent rates are $83 per hur plus applicable taxes). A Vendr has the ptin t remve their display frm Best Buy stres if it is impractical r impssible 5.0 REMEDIES FOR BREACH OF SERVICE LEVELS If a Vendr is in breach f its bligatins fr maintenance, repair r replacements as utlined herein, Best Buy may take ne f the fllwing actins: 5.1 Best Buy may repair, replace, remve r dispse f the display at the Vendr s sle cst and expense: If Best Buy s internal supprt team attempts t fix the display after the Vendr has failed t cmply with the requirements f this Service Level Agreement, the Vendr will pay Best Buy $83 per hur per Geek Squad agent (plus parts and applicable taxes) fr each hur required t effect the necessary repairs. T facilitate the repair by Best Buy, the Vendr shall prvide Best Buy with all necessary parts required t effect the repair t the lcatins and within the time lines specified by Best Buy. Ntwithstanding any ther prvisin f this Service Level Agreement, if a display is nn-functinal after 45 calendar days frm Best Buy submitting a ticket t the Vendr, Best Buy may remve the display frm the sales flr f the Best Buy stre and cnvert the vacated space t functining retail space at the Vendr s cst and expense (Geek Squad agent rates are $83 per hur plus applicable taxes) pursuant t the fllwing prcess: Best Buy will prvide 5 calendar days ntice t the Vendr that a display is being remved. The display will be stred nsite in the stre warehuse fr an additinal 30 calendar days t allw the Vendr added time t repair. During this time the Vendr will repair r reclaim the display. Displays repaired during this time will be returned t the sales flr at the sle cst f the Vendr (Geek Squad agent rates are $83 per hur plus applicable taxes). If after 60 calendar days, a display remains un-repaired, Best Buy may dispse f the display withut any liability t the Vendr whatsever and withut further ntice t Vendr. Best Buy may charge the Vendr fr all csts f the remval and dispsal f the display. All amunts wing under this Vendr Display Service Level Agreement will be set ff against any amunts wing by Best Buy t the Vendr pursuant t the vendr master agreement r any ther agreement between the parties. If there are n present amunts wing by Best Buy the Vendr will be inviced fr all amunts wing under this Vendr Display Service Level Agreement must be paid in full within 15 calendar days f invice. Page 4 f 5

5 6.0 DISPLAY RECOVERY & RETURN SHIPMENTS 6.1 Damaged displays returning t the Vendr fr repairs A carrier accunt (UPS, DHL, Purlatr) needs t be prvided by Vendrs t Best Buy if the Vendr requests a display t be returned fr repairs r servicing. Fr added clarity, Best Buy will nt be respnsible fr any delivery r shipping csts. The Vendr r the carrier will be respnsible fr the risk f lss f the displays. T expedite the return f a display, the Vendr may prvide a digital waybill with all the necessary details prefilled. 7.0 HAZARDOUS DISPLAYS Best Buy is cmmitted t maintaining a safe envirnment fr bth its custmers and staff. 7.1 A display deemed t be hazardus by Best Buy, will be remved frm the stre, including: electrical shrt-circuits; devices verheating, r emitting smke; uncntrlled sund that risks damage t hearing; and/r any display that has an increased ptential t cut, r inflict bdily harm t an individual. 8.0 REPORTING 8.1 Vendrs will be prvided with weekly ticket reprts Best Buy will prvide weekly reprts which will include a ticket list with ticket details, cmments, and ntificatin f appraching r breached service levels. 8.2 Vendrs will prvide Best Buy with weekly status updates including: scheduled repair dates; discvery & trubleshting infrmatin; actin plan fr each ticket/incident; and shipping infrmatin fr any parts r replacement displays. 8.3 Tickets are cnsidered pen, until reprted reslved by the Vendr Tickets will remain unreslved / OPEN until the Vendr has prvided ntificatin t the Best Buy Interactive Team that the issue has been reslved. Once the Best Buy Interactive Team validates the repair, the ticket will be reslved with Best Buy s Service Desk. Failure t ntify the Interactive Team f a reslutin f the display is a breach f these service levels and result in liquidated damages cntinuing t be inviced. 9.0 Best Buy Display Supprt and Maintenance Services 9.1 Vendrs may take advantage f Best Buy s services fr display supprt and maintenance Best Buy ffers maintenance and supprt services fr displays. These services allw the Vendr t leverage Best Buy s internal supprt team cmprised f Geek Squad Agents fr trubleshting, repair and nging maintenance f functinality fr Vendr displays. These services meet all the guidelines set in this SLA. Mre infrmatin is available upn request. Page 5 f 5