Manual for Service Providers

Transcription

1 Manual for Service Providers Meet Our Customer: Uniqlo - 1 -

2 What is Uniqlo Solution? Uniqlo, in coordination with FacilitySource, is providing transactional facility maintenance for the Uniqlo portfolio. The Uniqlo facility solution is managed by the Uniqlo facility team utilizing the FacilitySource Facility Maintenance Optimization (FMO) program. FMO provides call center services, Work Order management system (fmpilot2), vendor management services, electronic invoice processing, and data management. How does this affect me as a Service Provider? FacilitySource is the primary contact for service and repair needs. FacilitySource is the party responsible for the following: Receiving service requests from store locations. Dispatching service requests to and monitoring service providers. Processing, batching, and quality assurance of resulting invoices. Scheduling and issuing preventive maintenance work requests. Following up on all work requests to ensure service levels are achieved. How does it all work? FacilitySource uses a state of the art telephone communications system and web-based Work Order and asset management software called fmpilot2 to capture real-time service repair data. Necessary procedures to work with the FacilitySource process are defined and explained in this informational package. The keys to the program are as follows: Proper use of the automated telephone system. Proper use of the fmpilot2 Vendor Portal system including accepting, quoting, and invoicing on-line. As such the service provider must have a computer with internet connectivity. Knowledge of the expected response and arrival parameters. Consistent and efficient communication from the Service Provider in the life of the work request. Timely submittal of all quotes and invoices.

3 Vendor Checklist Client Name Information Item IVR Phone Number Call Center 1-800# fmpilot2 Website Bill Pay Client Invoicing Terms Scheduled Work Quote Turn Around Times Account contact Details Yes Invoice must be submitted within 30 days upon completion of work 24-hour turn around on emergency quotes unless otherwise specified by client; all other standard quotes should be submitted by end of next business day Quotes should be submitted within hours of technician(s) assessment. FacilitySource Vendor Coordinator Client Account Manager James Aldergate James Aldergate FS Training

4 Table of Contents 1 Standards General Standards Performance Standards Work Order Management 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 Procedures Payments Service Response Parameters

5 2.9.1 Response Parameter Guidelines (Normal and Emergency calls) Emergency Requests for Service (After Hours and Weekends) Other Key Items Remote Diagnostics Parts and Supplies Internet Capability Certificate of Insurance Insurance Requirements Sample Client Name Certificate of Insurance Service Provider Score Card Criteria Client Name Service Provider Sign-off Sheet IVR Call Tree Main Menu Advanced Mode Check Out i - -

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7 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 Uniqlo and FacilitySource or the location serviced upon request. c. All Service Providers will carry insurance levels at the Uniqlo specifications, or get written approval from Uniqlo on any deviations from the specifications (attached). d. All technicians representing the Service Provider must carry company identification and/or wear a uniform of the Service Provider. e. All repair parts installed by the Service Provider must meet UL standards or equivalent. f. Smoking, using alcohol or drugs, sleeping, verbal or physical abuse, or other objectionable behavior at Uniqlo locations is strictly prohibited. g. Service Providers must have licensed technicians on staff where required by law. h. Service Providers must conduct a background check review of all subcontractors. i. 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. j. Locations reserve the right to restrict contractor employee access to Uniqlo property based on employee past performance. 1.2 Performance Standards a. All Service Providers must have the capability of receiving Requests for Service (RFS) by or fax and dispatching technicians 24 hours a day, 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 GM or CAM at the Location. d. All technicians must call into the FacilitySource fmpilot2 Work Order system using the IVR when they arrive at the location and before leaving the location. (Note: most of the time retailers require the Service Provider to use the location s phone not their cell phones). e. For all emergency calls, technicians must arrive at the location within four (4) hours of receiving the Request for Service. 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. A call must be made to the appropriate coordinator or on-call coordinator immediately for all issues that involve the possible loss of sales or issues that prevent the Service Provider from performing the work requested

8 2 Work Order Management Standards 2.1 IVR System Requirements Each Service Provider will be assigned a PIN 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 7 for a full sample of IVR call tree. ** 2.2 On-Demand Request for Service Notification a. The location will be using the FacilitySource call center or fmpilot2 portal system to handle all of their service needs. All Request for Service s need to be placed directly to FacilitySource. The location should not contact a Service Provider directly. If a location contacts a Service Provider directly about a Request for Service, the Service Provider should 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. vendor portal, , or text message/pager). c. On-Demand Request for Service s will begin with WEB- then the numeric Work Order number. d. After hours a Service Provider must call FacilitySource or use the fmpilot2 portal to accept or reject an On-Demand Request for Service. If the Service Provider is not able to address the Request for Service within the resolution time frames established in Section 2.9, 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 call FacilitySource and close-out (Zero Invoice) the Request for Service. 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. The Zero Invoice button is found at the bottom of the Work Order screen. A Close-out (Zero Invoice) reflects positively on the Service Provider in the eyes of Client Name and FacilitySource, strengthening the business relationship and confidence level

9 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 the Service Provider s 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 fmpilot2 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 fmpilot2 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 fmpilot2 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. Click on the accept button at the bottom the ed Request for Service/Work Order. ii. Dial into the designated Client Name IVR call-in number a. At the voice prompt enter your FacilitySource PIN, which is usually a 5-digit number. Each Service Provider will be given only one PIN. This can be found on every Request for Service/Work Order. b. At the voice prompt, enter the Work Order number (e.g., for WEB , enter only ). c. If multiple Work Order types are found with the same Work Order number then you will be prompted if the Work Order is a Scheduled Service Request (e.g., PM123456) or not. d. For the first call Work Order Acceptance you will be prompted to press (1) to accept the Work Order. e. The IVR attendant will state that the Work Order status will now change to In Progress. This is followed by: - 3 -

10 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 for February 14, 2013 and then Please enter in a new ETA in two digits format 01 for 1:00 AM or PM? f. 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 Client Name IVR call-in number b. At the voice prompt, enter your FacilitySource PIN. c. At the voice prompt, enter the Work Order number. d. Press (2) to reject the Work Order. e. Press (1) to confirm the rejection of the Work Order, - or - Press (2) to cancel and accept the Work Order and go back to Accepting On-Demand Request for Service. 2.4 Scheduled Service Requests Notification a. On the first of each appropriate month, all Scheduled Service Requests/Work Orders will be loaded into FacilitySource fmpilot2 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 that 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 Uniqlo and FacilitySource and risk closure without payment. For any scheduled maintenance work not kept to these standards, FacilitySource will contact the service provider to verify completion and FacilitySource will expect a Zero Invoice. (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.) Note: Scheduled maintenance is not counted as part of the scorecard

11 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 cannot perform the services on the ETA date, it is the responsibility of the Service Provider to change the ETA within the fmpilot2 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 locations and the FacilitySource fmpilot2 system utilizing the IVR Checking In a. Dial into the designated Client Name IVR call-in number b. At the voice prompt enter your FacilitySource PIN; this is located on the Work Order. c. At the voice prompt enter the Work Order number. d. The system will automatically check you in with a current time stamp On-site status now. e. System will ask for how many technicians are checking in and prompt for a number. 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 Client Name IVR call-in number b. At the voice prompt enter your FacilitySource PIN. c. At the voice prompt enter your Work Order number. d. Please press (1) if the job has been completed Go to Completed. e. Press (2) if the job requires a quote Go to Proposal. f. Press (3) if the job requires materials Go to Need Materials. g. Press (4) if the job requires a return visit Go to Follow-up. h. 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 hangup now or press (1) to update another Work Order

12 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 followup visit. The date must be a six digit number Example for February 14th of 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 for February 14, You may hang-up 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 fmpilot2 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: 1 Technician must call into call center to request a Work Order for the work found during Scheduled Service. 2 CSR will issue a new On-Demand Request for Service/Work Order for the technician to quote the needed repairs and On-Demand Request for Service Quote procedures should be followed. ii. On-Demand Request for Service Quote procedure: 1 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 otherwise noted in these specifications. All quoted work must be input using fmpilot2. 2 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. 3 The CSR will contact the Uniqlo Account Manger to confirm if the DNE increase is approved. 4 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. 5 If the DNE increase is not approved, the CSR will notify the technician to complete temporary repairs within the DNE limit and the Service Provider should then enter a formal quote on-line

13 2.7.2 Quote Submission Criteria 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 Uniqlo portal system fmpilot2 and a 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. Uniqlo Maintenance Coordinators will review and approve quotes and contact the submitting party within 48 hours of submission. If the Service Provider does not hear from Uniqlo 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 required. If the repair is of an urgent nature, the Service Provider should the quote information and call FacilitySource immediately thereafter so a prompt decision can be reached. 2.8 Invoicing Standards Invoicing Procedures a. All invoices must be supported by a Work Order ticket signed by Store Management and store stamped. This ticket will be uploaded into fmpilot2 attached to the work request. b. All invoices must be broken into material, labor, and sub-contractor detail including mark-up on subcontractor amounts. c. Scheduled maintenance (PM) is to be invoiced separately from Request for Service invoices. d. Invoices must be submitted within 45 days of the service completion date. Failure to do so will cancel obligation to pay. e. Any invoices returned to Service Provider because of insufficient documentation must be returned within 60 days of original service date. Failure to do so will cancel obligation to pay. f. Service Provider must scan and attach signed work tickets to the online invoice for all On-Demand Request for Service Work Orders. g. If a quotation has been authorized, a copy of the signed quotation/authorization should be included in the details of the Work Order. h. Invoices may be entered individually or through a batch process. i. Service Provider must include a unique invoice number never used before for a Client Name location and then submit the invoice. j. Once submitted the invoice goes through an automated quality inspection

14 i. The invoice will either be automatically submitted electronically or challenged on the spot. ii. If challenged the Service Provider must correct the invoicing error, i.e. attach supporting documents or adjust price below DNE before submitting again. k. Payment terms for all invoices will be Net 60 days. Note: Failure to include any of these elements could result in delayed payment. In order to expedite the invoice audit and payment process, the Service Provider must include all required elements Payments a. FacilitySource will submit invoices to Uniqlo where they will be processed and payments made as appropriate. b. Once FS exports the invoice to Uniqlo, the status of the invoice in FS will be marked waiting check request. c. Uniqlo issues payment?? days from the date of receipt of a correctly submitted invoice. Payment discounts for expedited payments, as well as other terms and conditions, are available. Uniqlo 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 Uniqlo. Service Providers will be expected to follow the Work Order acceptance/rejection guidelines of sections and Response Parameter Guidelines (Normal and Emergency calls) Priority Arrival/Response Resolution/Plan in Place (from initiation of call) P2 2 hours 1 day P4 4 hours 1 day P24 24 hours 2 days P48 48 hours 4 days P hours 6 days AH After hours 2 days PS Scheduled Scheduled - 8 -

15 2.9.2 Emergency Requests for Service (After Hours and Weekends) 3 Other Key Items Emergency Requests for Service placed outside the Service Provider s regular business hours will be dispatched immediately via the method of the service Provider s choice. a. FacilitySource will contact the Service Provider s emergency after hour s answering service. This will allow them to dispatch a technician per the Service Provider s normal after hour s procedure. b. FacilitySource will also all Requests for Service. 3.1 Remote Diagnostics There may be situations in which the primary Service Provider on a particular problem is a Remote Diagnostic Company. In these situations, the company will be responsible for dialing up the remote system and diagnosing and troubleshooting the problem. If the remote company is able to resolve the problem remotely, the remote Service Technician will follow the close out procedures. If the remote Service Technician is unable to resolve the problem remotely within 30 minutes, they should call the FacilitySource call center and request a secondary provider be assigned to resolve the issue. 3.2 Parts and Supplies Parts ordering is the responsibility of the Service Provider. If help is needed securing parts or you need a current parts list, contact the appropriate Uniqlo Maintenance Coordinator. 3.3 Internet Capability To log onto the fmpilot2 Web Site Uniqlo you will need Internet Explorer version 6 or 7 with a Windows platform. Please be aware that MozillaFirefox and Macintosh computers are not compatible with fmpilot

16 4 Certificate of Insurance 4.1 Insurance Requirements CONTACT AND NOTICES The parties must send legal notices, including notices relating to a breach or termination of this Agreement or a waiver of any right or obligation in this Agreement, to the address indicated on the front page above. Each party must notify the other in writing of any changes to the legal notice contact information. Notices must be in writing and are deemed given on the day deposited in the United States mail (postage prepaid, certified or registered, return receipt requested) or sent by recognized national or international air express courier with charges prepaid, upon confirmation of facsimile transfer or upon confirmation of electronic mail delivery. GENERAL TERMS AND CONDITIONS Uniqlo and Contractor desire to enter into this Agreement to provide for each party s responsibilities with respect to the services described on Exhibit A (the Services ). In consideration of the recital and other good and valuable consideration, Uniqlo and Contractor agree as follows: 1. Contractor Responsibilities; Fees. Contractor will perform the Services. Facility Source shall pay Contractor the amount set forth on Exhibit A within sixty (60) days following the invoiced completion of the Services. Contractor is an independent contractor and shall be solely and personally responsible for all federal, state and local taxes, contributions and premiums with regard to such payments. 2. Term. The term of this Agreement shall be from the date of this Agreement until completion of the Services and payment therefor by Client Name. Except for material breach of the Agreement by the other party, this Agreement may not be terminated by either party except that Uniqlo may terminate this Agreement (a) immediately upon the death or incapacity of Contractor in order to provide for the timely completion of Contractor s services, or (b) upon ten (10) days notice to Contractor. 3. Ownership of Work Product. Contractor hereby sells, assigns, grants and transfers to Uniqlo all right, title and interest in any work product plans, reports, documents, performances or other materials authored or created by Contractor for Uniqlo pursuant to this Agreement, including all copyrights, renewals and extensions thereof. All information and other data developed or acquired by or furnished to Contractor in the performance of this Agreement shall be used only in connection with services provided to Uniqlo and shall be the exclusive property of Client Name. 4. Relationship. The parties are independent contractors. Nothing in this Agreement shall be understood or construed to create or imply any relationship between the parties in the nature of any joint venture, employer/employee, principal/agent or partnership. Contractor shall in no way become an employee or agent of Client Name. Neither party shall have the authority to nor shall either party attempt to create or assume any obligation to, by or on

17 behalf of the other party. Contractor understands and agrees that he/she/it and all such employees are not entitled to benefits of any kind or nature normally provided employees of Client Name. Contractor shall assume full responsibility for payment of all federal, state and local taxes or contributions including Unemployment Insurance, Social Security, and Income Taxes with respect to Contractor s employees. 5. Expenses. Except as expressly provided to the contrary in this Agreement, all expenses incurred by the parties shall be the sole responsibility of the party who ordered the service or incurred the particular expense. Specifically, Contractor shall assume all expenses incurred by him/her/it in connection with the performance of this Agreement, and Uniqlo shall not be responsible for payment of any expenses incurred in connection with the Services, other than the fee which is specified in Paragraph 1 above. 6. Indemnity. Contractor agrees to and shall hold harmless and indemnify Uniqlo and its officers, agents, and employees from every claim or demand and every liability, loss, damage, or expense of any nature whatsoever, which may be incurred by reason of: a) Liability for damages for death or bodily injury to person, injury to property, or any other loss, damage or expense sustained by Contractor or any person, firm or corporation employed by Contractor upon or in a connection with the services called for in this Agreement, except for liability for damages referred to above which result from the sole negligence or willful misconduct of Client Name officers, employees, or agents. b) Any injury to or death of persons or damage to property, sustained by any persons, firm or corporation, including Client Name, arising out of, or in any way connected with the services covered by this Agreement, whether said injury or damage occurs either on or off Client Name property, except for liability for damages to the extent arising solely from the negligence or willful misconduct of Client Name officers, employees, or agents. 7. Laws and Regulations. Contractor shall observe and abide by all applicable laws and regulations, including, but not limited to, those of Uniqlo relative to conduct on its premises. Contractor certifies that he/she/it is not presently disbarred, suspended, proposed for disbarment, declared ineligible, or voluntarily excluded from participation in this transaction by any federal or state department or agency. 8. Licenses. Contractor has all professional licenses, certificates and registrations required to perform and complete the Services, that it is properly equipped and organized to perform and complete the Services, and that it has the necessary experience, expertise and financial wherewithal to perform and complete the Services in accordance with this Agreement. 9. Insurance. Contractor shall purchase and maintain builder's risk insurance in a standard form acceptable to Uniqlo upon the entire project in connection with the Services for the full cost of replacement at the time of any loss. Additionally, during the course of performance of the Services under this Agreement until the completion and acceptance of the Services, Contractor shall provide and maintain in effect, unless otherwise mutually agreed upon by the parties in writing, the types and amounts of insurance listed on Exhibit A with an insurance company that is satisfactory to Client Name. Contractor shall provide evidence of all policies to Uniqlo upon its request. Uniqlo will be given ten (10) days notice of cancellation, non-renewal or any endorsement restricting or reducing coverage. Liability minimum amount to be $1,000,

18 10. Conditional Payment. Final payment constituting the unpaid balance of the Services shall be due and payable when all of the Contractor s work is actually completed. Before issuance of final payment for the Services, Contractor shall furnish satisfactory evidence to Uniqlo that all payrolls, bills for materials and equipment and other indebtedness of Contractor, including amounts due to subcontractors connected with the Services for which Uniqlo or its property might in any way be responsible, have been paid or otherwise satisfied, including, at the request of Client Name, a full, final and conditional releases of lien rights and claims from all subcontractors and suppliers; that no liens arising out of the project performed pursuant to this Agreement exist or a bond satisfactory to Uniqlo indemnifying it against any such liens has been furnished to Client Name, and that applicable sales taxes have been paid by the Contractor if necessary. 11. Miscellaneous. This Agreement may not be assigned or transferred by Contractor without the written consent of Client Name. Contractor s services are personal in nature and may not be assigned or delegated to any other person. This Agreement represents the entire Agreement between the parties and supersedes any prior oral or written understandings with respect to the Services and shall be governed by the laws of the state of Nebraska. This Agreement may only be amended by an agreement signed in writing by all of the parties hereto. Upon execution, this Agreement will be a valid and binding obligation of each party and enforceable in accordance with its terms

19 4.2 Sample Uniqlo Certificate of Insurance

20 5 Service Provider Score Card Criteria All Service Providers will be graded based on the criteria below: 6 Uniqlo 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

21 fmpilot2 Account Set Up Accounting Quote Department RFS Status updates I have read and understand the Uniqlo Solution Manual for Service Providers, and I will abide by the processes, procedures, and rules contained within. Signed: Title: Company Name: Date: 7 IVR Call Tree 7.1 Main Menu

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23 7.2 Advanced Mode

24 7.3 Check Out