KinderCare Education. Manual for Service Providers

Transcription

1 KinderCare Education Manual for Service Providers

2 MEET OUR CUSTOMER: KinderCare Education As the largest private early childhood education (ECE) provider in the US, we play a critical role in preparing our youngest children for school and a lifelong love of learning. We are passionate about our ability to positively impact the lives of children and families every day and, in turn, contribute to the vitality of the local communities we serve. We re committed to creating lifelong learners, enriching teacher development, building positive and lasting relationships with families, delivering innovating solutions to our clients and partners, and providing a high-quality education and care experience that helps every child realize and achieve their potential. Our vision is to Create A World of Learners, one child at a time. Our business lines operate under the KinderCare Learning Centers, Knowledge Beginnings, CCLC, The Grove School, Champions and Cambridge Schools brands. We offer early childhood education and care through approximately 1,700 community-based centers and employer partnerships; and primary and middle school supplemental educational solutions including beforeand after-school academic enrichment programs and summer camps through more than 400 sites nationwide. As part of KinderCare Education, a leading global education organization, together we provide a network of more than 3,700 locations worldwide, employing over 40,000 education professionals, and reaching over 300,000 students daily.

3 Vendor Checklist Client Information IVR Phone Number Call Center 1-800# fmpilot Website Net payment terms Net 45 Days Bill Pay Client No Invoicing Terms Invoice must be submitted within 30 days from completion of work. Scheduled Work 24 hour turn-around on emergency quotes unless otherwise specified by client. All other standard quotes should be submitted within a max of 4 days. Asset Based System Yes Quote Turn-around times Account contact FacilitySource Vendor Coordinator Client Account Manager Client Account Coordinator FS Training Total locations Scheduled Work Orders will be dispatched 10 days prior to the month of service KU@facilitysource.com training@facilitysource.com Additional Information / Notes: The KinderCare Education daily business involves working with vulnerable people. Any service provider operating within the KinderCare Education estate must be aware of the risk that working in this environment entails and creates for the provider and other people within the Centers.

4 Table of Contents 1 Standards General Standards Performance Standards Risk Management Provider Protocols Process Standards IVR System Requirements On-Demand Request For Service Notification On-Demand Request for Service Response Accepting On-Demand Request for Service Rejecting On-Demand Request for Service Scheduled Service Requests Notification Scheduled Service Request Response On-Demand and Scheduled Service Technician Activity Checking In Checking Out Quotation Standards Do Not Exceed/DNE Quote Submission Criteria Invoicing Standards Invoicing On-Demand Request for Service Invoicing Scheduled Service Request Payments Service Response Parameters Response Parameter Guidelines (Normal and Emergency calls) Emergency Response Parameters (After Hours and Weekends) Supplies and Internet Requirements Parts / Supplies Internet Capability Insurance and Score Card Criteria Insurance Requirements Detailed listing of insurance requirements Service Provider Scorecard Criteria KinderCare Education Service Provider Sign-off Sheet IVR Call Tree Main Menu Advanced Mode Check Out... 20

5 1 Standards 1.1 General Standards a. Service Providers will comply with all terms and conditions of service agreements. b. All Service Providers will adhere to all OSHA guidelines. OSHA reports must be made available to KinderCare Education and FacilitySource or the Location serviced upon request. c. All Service Providers will carry insurance levels at the KinderCare Education specifications. d. All repair parts installed by the Service Provider must meet UL standards or equivalent. e. Smoking, using alcohol or drugs, sleeping, verbal or physical abuse or other objectionable behavior at KinderCare Education locations is strictly prohibited. f. Service Providers must have licensed technicians on staff where required by law. g. Service Providers must conduct a background check review of all subcontractors. h. All products and liquids identified as toxic and/or hazardous are to be removed from the Location upon completion of work and must be disposed of per federal, state, and local guidelines. i. Locations reserve the right to restrict Contractor employee access to KinderCare Education property based on employee past performance. j. All technicians representing the Service Provider must carry company identification and / or wear a uniform of the Service Provider. 1.2 Performance Standards a. All Service Providers must have the capability of receiving Requests for Service (RFS) by e- mail or fax and dispatching technicians 24 hours a day, and seven (7) days per week. b. After hours calls not answered by a dispatcher (answering service, pager, etc) must be returned to the FacilitySource call center within 15 minutes. c. All Service Provider representatives must check in and out with the Location. d. All technicians must call into the FacilitySource fmpilot work order system using the IVR when they arrive at the Location and before leaving the Location. The primary method for using the IVR is to use the Center s telephone The technicians mobile device should only be used when the Center s telephone is unavailable FacilitySource can and will monitor the originating telephone number for vendor IVR usage e. For all emergency calls, technicians must arrive at the Location within the priority time assigned to the specific RFS and resolution should be provided based on the Service Response Parameters detailed in section 2.9. It is the Service Provider s responsibility to notify FacilitySource any time there is a problem with meeting this criteria. f. All services/repairs must conform to all local, state, and federal Laws, Regulations, and Codes. g. All issues that prevent the Service Provider from performing the work requested require that the appropriate KinderCare Education Facilities Manager be notified immediately Service Provider must call the call center so a Customer Service Representative/CSR can contact KinderCare Education. Call: Risk Management All Service Providers must have the capability of appropriately recognizing and managing risk. Managing risk in the KinderCare Education environment includes giving due consideration to vulnerable people. The Service Provider must agree to follow the Childcare Facilities Mandatory Safety Rules as a minimum. An issue within a Center may result in the immediate removal the Service Provider from the approved network and will cancel obligation to pay. Childcare Facilities Mandatory Safety Rules Chemicals

6 All cleaning products, poisons, hazardous chemicals, or other dangerous items are stored in original, labelled containers and out of reach of children at all times. All dangerous items are stored off site. Door Guards Finger guards on door jams, door stops, and other safety devices designed to protect children MUST remain in place at all times. For items being replaced/repaired, the item must be made safe during the duration of the project. If a safety device must be removed for an extended period during the repair, the Center Director MUST be made aware so that safety measures can be taken. Electrical When working on any circuit, a lockout tagout must always be utilized. Center Director must be notified when working on a circuit and made aware of lockout tagout procedures. All electrical outlets accessible to children must be covered. All electrical cords shall be of good condition and out of reach of children at all times. All electrical and battery powered tools are inaccessible to children at all times. All electrical cords and power tools must be protected by GFCI at all times. Never work on a fixture when children are present. Always be sure that fixtures are secured properly. Keep fluorescent lamps properly secured in cartons and within site at all times. Lamps must be inaccessible to children. Properly dispose of all lamps. In the event of a broken fluorescent lamp, keep all children away from the area and complete lamp cleanup. General Work zone must be protected at all times. All tools, bolts, shavings, tape, etc can pose a risk to children. Ask facility staff to keep children away from the job/project area Always keep staff informed on where/what you will be working on. At no time should a vendor attempt to pick up or otherwise have physical contact with children in the center. If a vendor finds they are alone with a child or group of children, they should immediately notify a staff member. Grounds Look for erosion and maintain proper spacing under fences and fixtures Ladders Ensure children do not climb on ladders. Take ladder down when you leave the room for any reason if watchperson is not available. Tie off and secure extension ladders when working on roofs. Place the ladder in an area where no children can access. Leaving Work Area Secure all tools, parts, and equipment, even if leaving the area for a short time. If possible, secure a watch person to keep the area secure in your absence. Play Equipment The playground area must be in good repair and in safe condition (no sharp edges, splinters, cracks, protruding parts, etc). A play structure shall have no opening with a dimension between 3.5 and 9 inches to guard against entrapment. All play equipment shall have a minimum of 6 clearance from other structure. The front and rear of swing have the fall zone twice the height of the swing. Never leave an open hole from a missing bolt (finger hazard). Sharp Edges

7 Must be protected with material or shaped in a manner to prevent injury. Exposed bolts must be cut off and capped with protective material. Slip Hazards All water and liquids must be immediately cleaned up. Tools Only bring tools that you will need to the worksite. Inventory all tools brought to worksite. Tools must be secured at all times. Ventilation Any products used that may create noxious fumes must be used after hours and well ventilated. Work Area Always barricade your work area to prevent unauthorized persons and children from exposure. Debris, tools, and material must be maintained in a clean orderly manner. All material must be cleaned up before exiting. Even the smallest items pose a choking hazard. 1.4 Provider Protocols Contractor and all subcontractors of Contractor shall adhere to the following behavior protocols at all times while on property owned or managed KinderCare Education LLC ( KCE ). All references to Contractor shall include all subcontractors and sub-subcontractors of Contractor. 1. Contractor shall project a professional appearance at all times. Shirts and company I.D. are required. Smoking is prohibited in any KCE Center and on KCE property. 2. Contractor shall arrive on the date and time confirmed between Contractor and KCE s Regional Facilities Manager or designee ( RFM ). If Contractor is present at a Location to perform work after KCE s regular business hours, Vendor shall vacate the Location at the end of each day by 5:00 A.M. 3. When addressing the Center Director and/or any KCE staff, Contractor must always be professional and courteous. Upon arrival at a KLC property Contractor shall introduce him/herself to KLC's Center Director, or if unavailable the Assistant Director or staff person in charge and explain the purpose of the call (trouble call, PM Service etc.) Contractor is also to provide driver s license identification. 4. Contractor acknowledges and agrees that, under no circumstances whatsoever, can a Contractor enter a children s bathroom without a KCE employee clearing the room prior to entering. No child shall be allowed to enter a restroom while the RFM and/or Contractor are in the restroom. If present during business hours, Contractors are not to enter or remain in any areas of the center where one or more children may be present without a center staff person also present.

8 5. Contractor shall keep the area in which the Work is performed and the surrounding areas free from accumulation of waste materials or rubbish. If the Contractor must leave the work area and the work area is accessible to children the Contractor shall first secure all tools, supplies, equipment and materials. Contractor shall remove all waste materials, rubbish, Contractor s tools, equipment, machinery and surplus materials from and about the Location at the end of each day. Contractor is responsible for properly disposing of all hazardous waste. Prior arrangements must be made for any exceptions. 6. Contractor shall not go onto the roof at any point in time for any Services or data gathering unless required to complete the confirmed scope of work. 7. Contractor shall be certain that, for any and all substances Vendor brings to any KCE Location for which MSDS sheets are available, the related MSDS sheets shall be on hand. 8. Should Contractor find any unsafe conditions they are to notify the RFM or the after-hours phone line immediately and explain the situation. 2 Process Standards 2.1 IVR System Requirements Each Service Provider will be assigned a PIN number to be used with the IVR System for security reasons. The PIN is needed to log onto the IVR system. All entries (PIN, work order number (WEB # or PM # - just the 6 digit number, etc.) must be entered without any special keys i.e. #, *, etc... All ETAs are entered as a six-digit number example for February 14, The ETA time will be entered in two digits i.e. 01 for 1:00 and the prompt will ask if this time is AM or PM ** Please refer to workflow in section 6 for a full sample of IVR call tree. ** 2.2 On-Demand Request For Service Notification a. All Request for Service need to be placed directly to FacilitySource. The Location should not contact a Service Provider directly. If a Location contacts you directly about an RFS, please direct the Location to call the FacilitySource call center. This is critical for correct billing and timely payment. b. Each Location will call all service issues into the FacilitySource call center. A detailed description of the On-Demand Request for Service is entered into the system by a FacilitySource representative. FacilitySource will then notify the Service Provider that there is a service need at a particular Location. The Service Provider will receive the Request for Service/work order via a pre-established protocol (i.e. phone or ). c. On-Demand Requests for Service will begin with WEB - then the numeric work order number. d. After hours a Service Provider must call FacilitySource to ACCEPT or REJECT an On- Demand Request for Service (or use the fmpilot portal to accept or reject). If you are

9 not able to address the Request for Service within resolution time frames established in this Service Provider manual, FacilitySource must be contacted immediately. e. If the Request for Service is accepted, the Service Provider determines if a solution should be attempted over the phone or if an on-site visit is necessary. If a phone solution might be possible, the Service Provider calls the Location directly using the number on the Request for Service notification/work order. If the problem is solved over the phone, the Service Provider can use the IVR system (option # 5 upon check out), or through the work order to Close-out (Zero Invoice) the RFS. If the Service Provider closes out a call this way, it is important to explain the resolution in the comments section of the work order and then to click on the zero invoice button. You can find the zero invoice action at the top of the work order screen. A Close-out (Zero Invoice) reflects positively on the Service Provider in the eyes of KinderCare Education and FacilitySource, strengthening the business relationship and confidence level. f. The Service Provider may need to Set or Reset the Estimated Time of Arrival (ETA). The ETA should not be changed by the Service Provider unless agreed upon by the Location requesting the service. Note: Target Complete times or Resolution times will be used to scorecard the Service Provider at times the Service Provider might need to change the ETA, but understand this will impact your overall scorecard performance. g. If an on-site visit is necessary, the Service Provider will be required to Check-in with the Location and the FacilitySource fmpilot system via the IVR telephone system upon arrival at the Location. After the service activity for that day is completed, the Service Provider will be required to Check-out with the Location, and the FacilitySource fmpilot system via the IVR telephone system. 2.3 On-Demand Request for Service Response a. When you receive an On-Demand Request for Service/work order from FacilitySource, the first step is to determine if you can do the work. If you are not able to perform the work, you must immediately reject the Request for Service/work order and inform FacilitySource so that an alternate Service Provider can be selected in a timely fashion to meet the Location's needs. b. Rejecting a Request for Service/work order means that you will be removed from activity for that Request for Service/work order which pulls the Request for Service from the primary Service Provider and dispatches the Request for Service/work order to the secondary Service Provider. Add a note to the fmpilot system, when able, on why you are rejecting a request for service Accepting On-Demand Request for Service a. You may accept an On-Demand Request for Service by either method below: i. Clicking on the accept button at the bottom the ed Request for Service/work order. ii. Dial into the designated KinderCare Education IVR call-in number a. At the voice prompt enter your FacilitySource pin number - usually a 5 digit number and each Service Provider will be given only one PIN number this can be found on every Request for Service/work order. b. At the voice prompt enter the work order number WEB enter only c. If multiple work order types are found with the same work order number then you will be prompt if the work order is a Scheduled Service Request/PM or not? d. First Call Work Order Acceptance e. Please press (1) to accept the work order f. The IVR attendant will state that the work order status will now change to In Progress

10 g. Followed by: The work order has been accepted. Please enter a new ETA (estimated time of arrival) date for the visit once again the date must be a six digit number December 14, Please enter in a new ETA in two digits format 01 for 1:00 AM or PM? h. Request Prompt: You may hang-up now or press (1) to update another work order Rejecting On-Demand Request for Service a. You may reject an On-Demand Request for Service by either method below: i. Enter notes in the system as to why you are rejecting the request then Click on the reject button at the bottom of the ed Request for Service/work order a. Dial into the designated KinderCare Education IVR call-in number At the voice prompt enter your FacilitySource pin number b. At the voice prompt enter the work order number c. Press (2) to reject the work order d. Press (1) to confirm the rejection of the work order e. Press (2) to cancel and accept the work order (go to accept) 2.4 Scheduled Service Requests Notification a. Before or on the first of each appropriate month all Scheduled Service Requests/work orders will be loaded into FacilitySource fmpilot software. b. Scheduled Service Requests/work orders will begin with PM -and the numeric work order number. c. Each Request for Service will have a scheduled ETA. It is the Service Providers responsibility to ensure the Request for Service is completed and invoiced within the specified time frame on the work order. d. Any Scheduled Service Requests/work orders not kept to these standards may be reviewed by KinderCare Education and FS and risk closure without payment. NOTE: FacilitySource can notify a Service Provider by , phone or fax. The preferred notification method of FacilitySource is via during normal business hours. Please let us know which is preferable during non-business hours. 2.5 Scheduled Service Request Response a. When you receive a Scheduled Service Request/work order, the work order will be pre-set to in-progress status. This eliminates the need for the Service Provider to accept the work order since it is a contracted service. b. The Scheduled Service Request/work order will have a scheduled ETA. If the Service Provider can not perform the services on the ETA date, it is the responsibility of the Service Provider to change the ETA within the fmpilot system and to notify the Location and FacilitySource call center of the new ETA. 2.6 On-Demand and Scheduled Service Technician Activity Arrive at the Location at or before the agreed upon or pre-set ETA. At the Location the service technician should immediately Check-in with the Location s rep and the FacilitySource fmpilot system utilizing the IVR Checking In a. Dial into the designated KinderCare Education IVR call-in number b. At the voice prompt enter your FacilitySource pin number this is located on the work order. c. At the voice prompt enter the work order number.

11 d. The system will automatically check you in with a current time stamp Onsite status now e. System will ask for How many technicians are checking in? Prompt for a number and the default is always one (1). f. You may hang-up now or press (1) to update another work order Checking Out a. Dial into the designated KinderCare Education IVR call-in number At the voice prompt enter your FacilitySource pin b. At the voice prompt enter your work order number c. Please press (1) if the job has been completed Go to Completed d. Press (2) if the job requires a quote Go to Proposal e. Press (3) if the job requires materials Go to Need Materials f. Press (4) if the job requires a return visit Go to Follow-up g. Press (5) if the job has been completed and no invoice will be submitted No Invoice Completed - The status will now be changed to Pending Provider Invoice Thank you, the work order has now been set to complete. You may hang-up now or press (1) to update another work order. Proposal The status will now be changed to Pending Quote Thank you, the work order has now been set to pending quote. You may hang-up now or press (1) to update another work order or press. Need Materials The status will now be changed to Waiting on material Please enter in a new ETA (estimated time of arrival) date for the follow-up visit, the date must be a six digit number Example for February 14th of 2006 You may hang-up now or press (1) to update another work order. Follow-up The status will now be changed to Follow-up. Please enter a new ETA date for the follow-up visit, the date must be a 6 digit number i.e is February 14, You may hangup now or press (1) to update another work order. 2.7 Quotation Standards Do Not Exceed/DNE Request for Service/work orders will have a fixed not to exceed dollar amount that s specified in the work order. FacilitySource fmpilot software identifies this as the, Do Not Exceed/DNE amount. a. All work up to the DNE is pre-approved for On-Demand Requests for Service and Scheduled Service Requests. b. Any work exceeding this limit must be quoted and approved prior to work being done. i. Scheduled Service Request (PM) Quote procedure: a. Technician must call into call center to request a work order for the work found during Scheduled Service. b. CSR will issue a new On-Demand Request for Service/work order for the technician to quote the needed repairs. c. On-Demand Request for Service Quote procedures should be followed. ii. On-Demand Request for Service Quote procedure: a. Formal quotations must be entered into the work order on-line by the end of the next business day from the Service Provider s specified time of arrival, unless

12 2.7.2 Quote Submission Criteria otherwise noted in these specifications. All quoted work must be input using fmpilot. b. Note: if the technician is on site and has the available parts/tools, to avoid a repeat visit the technician should contact the call center to request a DNE increase. c. The CSR will contact the KinderCare Education Account Manger to confirm if the DNE increase is approved. d. If the increase is approved the CSR will increase the DNE within the work order and will notify the technician to proceed with the repairs. e. If the DNE increase is not approved, the CSR will notify the technician to complete temporary repairs within the DNE limit and Service Provider should then enter a formal quote on-line. Quotations must be delivered by the end of the next business day from the specified time of arrival, unless noted otherwise in these specifications. a. All quotes must be submitted within the KinderCare Education portal system fmpilot and full detail of parts, labor, shipping/freight, permits, taxes and detailed description of work is required. Additional detail, like pictures, should be added in order provide the necessary information needed to determine if the quote will be accepted or declined. b. KinderCare Education Facilities Manager will review and approve quotes. If the Service Provider does not hear from KinderCare Education within the allotted time frame, the Service Provider should contact the Call Center directly to ensure that the quote submission was received. Creating notes of such contact within the work order is highly encouraged. If the repair is of an urgent nature please the quote information and call FacilitySource immediately thereafter so a prompt decision can be reached. 2.8 Invoicing Standards Invoicing On-Demand Request for Service a. All invoices must be broken into material, labor, and sub-contractor detail including mark-up on subcontractor amounts. b. Invoices must be submitted within 30 days of service completion date. Failure to do so will cancel obligation to pay. c. Any invoices returned to Service Provider because of insufficient documentation must be returned within 30 days of original service date. Failure to do so will cancel obligation to pay. d. Service Provider must scan and attach signed work tickets to the on-line invoice for all On-Demand Request for Service work orders. e. Service Provider must attach a picture of the completed work if the work performed exceeds the original DNE amount. f. Invoices may be entered individually or through a batch process. g. Service Provider must include a unique invoice number never used before for a KinderCare Education location and then submit the invoice. h. Once submitted the invoice goes through an automated quality inspection. a. The invoice will either be automatically submitted electronically or challenged on the spot. b. If challenged the Service Provider must correct the invoicing error i.e. attach supporting documents or adjust price below DNE before submitting again. i. Payment terms for all invoices will be Net 30 days from date of receipt.

13 NOTE: Failure to include any of these elements could result in delayed payment. In order to expedite the invoice audit and payment process, you must include all required elements Invoicing Scheduled Service Request a. Invoices must be submitted within 30 days of service completion date. Failure to do so will cancel obligation to pay. b. Any invoices returned to Service Provider because of insufficient documentation must be returned within 30 days of original service date. Failure to do so will cancel obligation to pay. c. Service Provider must scan and attach signed work tickets to the on-line invoice for all Scheduled Service Request for Service work orders d. Invoices may be entered individually or through a batch process. e. Service Provider must include a unique invoice number never used before for a KinderCare Education location and then submit the invoice. f. Once submitted the invoice goes through an automated quality inspection. a. The invoice will either be automatically submitted electronically or challenged on the spot. b. If challenged the Service Provider must correct the invoicing error i.e. attach supporting documents or adjust price below DNE before submitting again. g. Payment terms for all invoices will be Net 30 days from date of receipt Payments a. KinderCare Education issues payment 30 days from date of receipt of a correctly submitted invoice. Payment discounts for expedited payments, as well as other terms and conditions are available. KinderCare Education will consolidate payments along with a list of invoices being paid. 2.9 Service Response Parameters Normal and Emergency Response Parameters vary according to Location needs and the trade performing service. In order to manage each Request for Service, an Estimated Time of Arrival (ETA) has been pre-set by KinderCare Education. Service Providers will be expected to follow the work order acceptance/rejection guidelines of sections 2.3 and 2.4.

14 2.9.1 Response Parameter Guidelines (Normal and Emergency calls) Description Priority Arrival/Response Resolution/ Plan in Place (From initiation of call) Emergency P4 4 hours 24 hours Urgent P48 48 hours 72 hours Routine P hours 720 hours Planned PM Scheduled Scheduled Emergency Response Parameters (After Hours and Weekends) Emergency Requests for Service Contact Methods: a. FacilitySource will contact your emergency after-hours answering service. This will allow them to dispatch a technician per your normal after-hours procedure. b. FacilitySource will also all Requests for Service. 3 Supplies and Internet Requirements 3.1 Parts / Supplies Parts ordering is the responsibility of the Service Provider. If help is needed securing parts or you need a current parts list, contact appropriate FacilitySource staff and FacilitySource will coordinate conversations with KinderCare Education. 3.2 Internet Capability To log onto the fmpilot Web Site you will need Internet Explorer version 6 or above with a Windows platform. Most other internet browsers are compatible with fmpilot2. 4 Insurance and Score Card Criteria 4.1 Insurance Requirements The following must be obtained before any work or related services are performed for or on behalf of KinderCare Education or its affiliated companies by any third party: A Certificate of Insurance should be obtained from any vendor, contractor or subcontractor who is either selling a product or performing services for KinderCare Education affiliated locations evidencing the coverages outlined below. The location and its Parent company should be named as an Additional Insured on all coverages as outlined above, except for Workers Compensation A certified copy of the General Liability coverage is required for all vendors providing professional services. A Waiver of Subrogation shall be provided in favor of the location and its Parent company. Thirty (30) days notice of cancellation or non-renewal is to be provided to the certificate holder. All insurance coverage must be from insurance companies with an A.M. Best Guide rating of "A" or better Certificate of Insurance must contain in "Description of Operations" - KinderCare Education LLC & It's Subsidiaries (collectively KCE) are recognized as Additional Insured

15 Certificate of Insurance must contain in "Certificate Holder" - KinderCare Education LLC, 650 NE Holladay, Suite 1400, Portland, OR Detailed listing of insurance requirements

16 4.3 Service Provider Scorecard Criteria All Service Providers will be graded based on the criteria below:

17 5 KinderCare Education Service Provider Sign-off Sheet Please provide Request For Service (RFS) and additional contact information below: Type of Contact Name Phone# After Hours Emergency RFS Non-Emergency RFS fmpilot Account Set Up Accounting Quote Department RFS Status updates I have read and understand the KinderCare Education Solution Manual for Service Providers, and I will abide by the processes, procedures, and rules contained within. Signed: Title: Company Name: Date:

18 2 IVR Call Tree 6.1 Main Menu

19 6.2 Advanced Mode

20 6.3 Check Out

21 Agreed Rates 1. For the avoidance of doubt Working Hours are defined as either Regular Hours, Overtime Hours, Weekend Hours or Holiday Hours each with their definitions made below, 1.1 Regular Hours are defined as Day Start Finish Monday 8:00 17:59 Tuesday 8:00 17:59 Wednesday 8:00 17:59 Thursday 8:00 17:59 Friday 8:00 17: Overtime Hours are defined as Day Start Finish Start Finish Monday 00:00 07:59 18:00 23:59 Tuesday 00:00 07:59 18:00 23:59 Wednesday 00:00 07:59 18:00 23:59 Thursday 00:00 07:59 18:00 23:59 Friday 00:00 07:59 18:00 23: Weekend Hours are defined as Day Start Finish Saturday 00:00 23:59 Sunday 00:00 23: Holiday Hours are defined as Day Start Finish Holiday 00:00 23:59 Charge Regular Hours Premium Hours Weekend Hours Holiday Hours Trip Charge Attendance $ $ $ $ only Hourly rate Apprentice $ $ $ $ Hourly rate Standard $ $ $ $ Parts Mark up % N/A N/A N/A

22 Agreed Rates 2. One trip charge is permitted per Service Request, except in the following circumstances: 2.1. a second tradesman is required whose skills are different to the first and the KinderCare Education Transaction Center incorrectly informed the Vendor, via fmpilot, of the scope of Service required (when a call out may be charged for the second specialist as well as the first); and 2.2. an appropriately skilled service technician is already on site (when there shall be no call out charge for the second or any additional Work Order). 3. KinderCare Education will pay for a single service technician for each Work Order unless KinderCare Education agrees that the work requires additional service technicians having regard to all material circumstances. 4. In normal circumstances if more than one operative is required to deliver the service, KinderCare Education will pay for one Skilled Service technician and any subsequent technicians at the Apprentice rate. 5. KinderCare Education will not be liable for any charges related to return visits due to faulty workmanship or defects of components provided by the Vendor. 6. Vendors should complete works using their own employed personnel. No sub contracting of work is permitted without written approval from KinderCare Education. 7. The Vendor will obtain prior authority to undertake works which will accrue Charges in excess of the financial limit agreed between the parties. The financial limit is set at the DNE for each Service Request, the practice of dividing one large Work Order into two or smaller Work Orders to avoid the need for a competitive tender is unacceptable and would constitute a material breach of this Agreement. The Vendor will obtain the required authority and undertake any such works in accordance with rules as set out in the Provider Manual. 8. In addition, the following rules apply for the charging in respect of the Services: 8.1. Agreed Rates to be used once approval has been obtained from KinderCare Education to exceed the financial limit; 8.2. A formal estimate will be submitted by the Vendor to KinderCare Education using fmpilot for any works with a value above DNE. Vendors must adopt the Agreed Rates for works estimates; 8.3. Vendors should invoice any accrued Charges against the original order number and include it as part of the estimated/quoted works invoice; 8.4. The Vendor will submit all quotations or estimates (as appropriate) to KinderCare Education (using fmpilot) within 24 hours on emergency quotes unless otherwise specified by client. All other standard quotes should be submitted within a max of 4 days; 8.5. The Vendor shall charge the mark up on Spare Parts against the total value of parts within that Work Order and not against each individual itemized cost; 8.6. The Vendor shall only Charge for each technician s time on site to the next 15 minute interval, for the avoidance of doubt, a technician on site for 17 minutes shall have an associated Charge of half of one hour In the event that the Vendor is permitted to Charge for the Service, the hourly rates will vary with the Working Hours during any visit. For example, if work is performed between the hours of 4PM and 8PM two hours would regular time and two hours would be overtime In the event that the Vendor completes a remote remedy of the issue, the Vendor shall not Charge for the Service 8.9. Works identified by the Vendor as likely to accrue Charges in excess of $ shall be notified to KinderCare Education through fmpilot. Any such works shall be outside the ambit of this Agreement and subject to terms and conditions to be agreed with KinderCare Education particular to each case. In the event that the Vendor raises Charges in respect of any such works undertaken pursuant to an order number issued erroneously under fmpilot KinderCare Education shall not be liable for such Charges. All such works (with a value in excess of $500.00) shall be chargeable pursuant to a specific purchase order raised by KinderCare Education.