Manual for Servicce Providers

Transcription

1 Manual for Service Providers - 1 -

2 Meet Our Custom mer: Filson What is Filson Solution? Filson, in coordination with FacilitySource, is providingg transactional facility maintenancee for the Filson portfolio. The Filson facility solution is managed by the Filson 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 monitoringg service providers. Processing, batching, and quality assurance of resulting invoices. Scheduling and issuing preventive maintenance e 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. 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. As such the service providerr must have a computer with internet connectivity.

3 Vendor Checklist Filson Information Item IVR Phone Number Call Center 1-800# fmpilot2 Website Bill Pay Client Invoicing Terms Scheduled Work Asset Based System Quote Turn Around Times Account contact FacilitySource Vendor Coordinator Client Account Manager FS Training Total Locations Details Yes Invoice must be submitted within 30days upon completion of work 24-hour turnaround on emergency quotes unlesss otherwise specified by client; all other standard quotes should be submitted by end of next business day No Scheduled Work Orders will be dispatched ten days prior to the month of service Andre Smith Jefff Moore Locations forr the pilot

4 Table of Contents Standards... 1 General Standards... 1 Performance Standards... 1 Work Orderr Management Standards... 2 IVR System Requirements... 2 On-Demand Request for Service Notification... 2 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 Response Parameter Guidelines (Normall and Emergency calls) Emergency Requests for Service(After Hours and Weekends)... 8 Other Key Items... 9 Remote Diagnostics... 9 Parts and Supplies... 9 Internet Capability... 9 Certificate of Insurance Insurance Requiremen ts Sample Filson Certificate of Insurance Service Providerr Score Card Criteria Filson Service Provider Sign-off Sheet IVR Call Tree i -

5 7.1 Main Menu Advanced Mode Check Out ii -

6 1 Standards 1.1 General Standards a. Service Providers will comply with all terms andd conditions of service agreements. b. All Service Providers will adhere to all OSHA guidelines. OSHA reports must be made available to Filson and FacilitySourc ce or the location serviced upon request. c. All Service Providers will carry insurance levelss at the Filson specifications, or get written approval from Filson 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, use of alcohol or drugs, sleeping, verbal or physical abuse, or other objectionablee behavior at Filson 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 mustt be disposed of per federal, state, and local guidelines. j. Locations reserve the right to restrict contractor employeee access to Filson property based on employee past performance. 1.2 Perform ance 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 representativess must checkk in and outt with the GM or CAM at the Location. d. All technicians must call into the FacilitySourcee 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 arrivee at the location within four (4) hours of receiving the Request for Service. Resolutionn should be provided based on the Service Response Parameters detailed in Section 2.9. It is the Service Provider s responsibility to notify FacilitySourc ce 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 loss of sales or issues that coordinator immediately for all issues that involve the possible prevent the Service Provider from performing the work requested

7 2 Work Order Manage ment Standards 2.1 IVR System Requirements Each Servicee Provider will be assigned a PIN too be used with the IVR System for security reasons. The PIN is neededd to log ontoo 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-Dem and 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 Providerr 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 thee 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 Servicee Provider will receive the Request for Service/Wor rk Order via a pre-established protocol (i.e. vendor portal, e- mail, 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 FacilitySourc ce and close-out (Zero Invoice) the Request for Service. If the Service Provider closes out a call this way, it iss 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 thee bottom of the Work Order screen. A Close-out (Zero Invoice) reflects positively on the Service Provider in the eyes of Filson and FacilitySource, strengthening the business relationship and confidencee 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 - 2 -

8 might need to change the ETA, but understandd 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-Dem and 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 forr Service by either method below: i. Click on the accept buttonn at the bottom of the ed Request for Service/Workk Order. ii. Dial into the designated Filson IVR call-in number a. At the voice prompt enter your FacilitySource PIN, which is usually a 5-digitt number. Each Servicee 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., PM ) or not. d. For the first call Work Orderr Acceptance you will be prompted to presss (1) to accept the Work Order. e. The IVR attendantt will state that the Work Order status will now change too In Progress. This is 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 for February 14, 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

9 2.3.2 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 Filson 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 rejectt 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 Acceptingg On-Demand Request for Service. 2.4 Schedule ed Service Requests Notification a. On the first of each appropriate month, all Scheduled Service Requests/Work Orders will be loadedd into FacilitySource fmpilot2 software. b. Scheduled Service Requests/Work Orders will begin with PM- and the numeric Work Order number. c. Each Request for Servicee will have a scheduledd 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/W Work Orders not kept to these standards may be reviewed by Filson and FacilitySourc ce and risk closure without payment. For any scheduled maintenance work not kept to thesee 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: Scheduledd maintenance is not counted as part of the scorecard. 2.5 Schedule ed Service Request Responsee a. When you receive a Scheduled Service Request/Work Order, the Work Order willl be pre-set to In Progress status. This eliminatess the need for the Service Provider to accept the Work Order since it is a contracted service. b. The Scheduled Service Request/Wo ork 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-Dem and and Scheduled Service Technician Activity Arrive at the location at or before the agreed upon or pre-set with the locations and the ETA. At the location the service technician should immediately Check-inn FacilitySourcefmPilot2 system utilizing the IVR

10 2.6.1 Checking In a. Dial into the designated Filson 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. f. System will ask for how many technicians are checking in and prompt for a number. The default is always one (1). You may hang-up now or press (1) to update another Work Order Checking Out a. Dial into the designated Filson 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 hang- Please enter in a new ETA (estimated time of arrival) date for the follow- up visit. The date must be a six digitt number Example for up now or press (1) to update another Work Order. Need Materials The status will now be changed to Waiting on Material. 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 Quotatio on 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

11 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 Servicee 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 thee call center to request a DNE increase. 3 The CSR will contact the Filson 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 Quote Submission Criteria Quotations must be delivered by thee 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 Filson 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 determinee if the quote will be accepted or declined. b. Filson 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 Filson 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 iss required. If the repairr is of an urgent nature, the Service Provider should the quote information and call FacilitySource immediately thereafter so a prompt decision can be reached

12 2.8 Invoicin g 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. Scheduledd maintenance (PM) is to be invoiced separately from Request for Servicee invoices. d. Invoices must be submitted within 30 days of the service completion date. Failure to do so will cancel obligation to pay. e. f. Any invoices returned to Servicee Provider because of insufficient documentation must be returnedd within 60 days of original servicee date. Failure to do so will cancel obligation to pay. Service Provider must scan and attach signed work tickets to the on- line 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. j. k. Note: Failure to include any of these elements could resultt in delayedd payment. In order to expedite the invoice audit and payment process, the Service Provider must include all required elements Payments Service Provider must include a unique invoice number never used before for a Filson location and then submit the invoice. Once submitted the invoice goess through an automated quality inspection. 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. Payment terms for all invoices will be Net 30 days. a. FacilitySource will submit invoices to Filson where they will be processed and payments made as appropriate. b. Once FS exports the invoice to Filson, the status of the invoice in FS will be marked complete. c. Filson issues payment 30 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. Filson will consolidate payments along with a list of invoices being paid

13 2.9 Service Respons se 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 Filson. Service Providers will be expected to follow the Work Order acceptance/ /rejection guidelines of sections and Response e Parameter Guidelines (Normal and Emergency calls) P2 Priority Arrival/Responsee 2 hours Resolution/Plan in Place (from initiation of call) 1 day P4 4 hours 1 day P8 8 hours 2 days P24 24 hours 2 days P48 48 hours 4 days PS Scheduled Scheduled NDT Next Day by Two Next Day by Two Emergency Requests for Weekend s) Service( (After Hours and Emergency Requests for Service placed outside the Servicee 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

14 3 Other Key Items 3.1 Remote Diagnostics To log onto the fmpilot2 Web Site t2.com/filson you will need Internet Explorer version 6 or 7 with a Windows platform. Please be aware that Mozilla- Firefox and Macintosh computers are not compatible with fmpilot2. There may be situationss 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 Filson Maintenancee Coordinator. 3.3 Internet t Capability - 9 -

15 4 Certificate of Insurance 4.1 Insuran nce Requirements CONTACTT AND NOTICES The parties must send legal notices, including notices relating to a breach or terminationn of this Agreement or a waiver of any right or obligation in this Agreement, to the address indicatedd 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 transferr or upon confirmation of electronic mail delivery. GENERAL TERMS AND CONDITIONS Filson and Contractor desire to enter into this Agreement to provide for each party s responsibilities with respect to the servicess described on Exhibit A (the Services ). In consideration of the recital and other good and valuable consideration, Filson and Contractor agree as follows: 1. Contractor Responsibilities; Fees. Contractor will perform the Services. Filson shall pay Contractor the amount set forth on Exhibit A within thirty (30) days following the 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 thee date of this Agreement until completion of the Services and payment there for by Filson. Except for material breach of the Agreement by the other party, this Agreement may not be terminated by either party except that Filson 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 Filson alll right, title and interest in any work product plans, reports, documents, performances or other materials authored or created by Contractor for Filson pursuant to this Agreement, including all copyrights, renewals andd extensionss 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 Filson and shall be the exclusive property of Filson. 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 Filson. Neither party shall have the authority to nor shall either party attempt to create orr assume any obligation to, by or on 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 Filson. Contractor shall assume full responsibility for payment of all federal, state and local taxes or contributions including Unemployment Insurance, Social Security, and Income

16 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 Filson 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 Filson and its officers, agents, and employees from every claim or demand and every liability, loss, damage, or expensee of any nature whatsoever, which may be incurred by reason of: a) Liability for damages for death or bodily injuryy 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 Filson officers, employees, or agents. b) Any injury to or death of persons or damage to property,, sustained by any persons, firm or corporation, including Filson, arising out of, or in any way connected with the services covered by this Agreement, whether saidd injury or damage occurs either on or off Filson property, except for liability for damages to the extent arising solely from the negligence or willful misconduct of Filson officers, employees, or agents. 7. Laws and Regulations. Contractor shall observe andd abide by all applicable laws and regulations, including, but not limited to, those of Filson relative to conduct on its premises. Contractor certifies that he/she/it is not presently disbarred, suspended, proposed for disbarment, declared ineligible, or voluntarily excludedd 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 maintainn builder's risk insurance in a standard form acceptable to Filson 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, unlesss 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 Filson. Contractor shall provide evidence of all policies to Filson upon its request. Filson will be givenn ten (10) days notice of cancellation, non-renewal or any endorsement restricting or reducing coverage. 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. Beforee issuance of final payment for the Services, Contractorr shall furnish satisfactory evidencee to Filson that all payrolls, bills for materials and equipment and other indebtedness of Contractor, including amounts due to subcontractors connected with the Services for which Filson or its property might in any way be responsible, have been paid or otherwise satisfied, including, at the request of Filson, a full, final and conditional releases of lien rights and claims from all subcontractors and suppliers; that no liens arising out of the

17 project performed pursuant to this Agreement exist orr a bond satisfactory to Filson indemnifying it against any such liens has been furnished to Filson, 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 Filson. Contractor s services are personal in nature and may not be assigned or delegated to any other person. This Agreement represents the entiree Agreement between the parties and supersedes any prior oral or written understandingss with respect to the Services and shall be governed by the laws off 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

18 4.2 Sample Filson Certificate of Insurance

19 5 Service Provider Score Card Criteria All Service Providers will be graded based on the criteria below:

20 6 Filson Service Provider Sign-off Sheet Please provide Request for Service (RFS) and additional contact information below: Type of Contact After Hours Emergency RFS Name Phone# Non-Emergency RFS fmpilot2 Account Set Up Accounting Quote Department RFS Status updates I have read and understand the Filson Solution Manual for Service Providers, and I will abide by the processes, procedures, and rules contained within. Signed: Title: Company Name: Date:

21 7 IVR Call Treee 7.1 Main Menu

22 7.2 Advanced Mode

23 7.3 Check Out