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knowledge with successful implementation and management of a national cooperative contract. <br />Contractor shall ensure that there is always a single point of contact for the following positions: <br />a) Master Agreement Contract Administrator - the Lead State's primary contact in regards to <br />Contract negotiations, amendments, Product and Price List updates, and any other information <br />or documentation relating to this Master Agreement; <br />b) NASPO ValuePoint Reporting Contact - Responsible for submitting quarterly reports and <br />the quarterly Administrative Fee to the appropriate personnel; <br />c) Master Agreement Marketing Manager - Responsible for marketing this Master Agreement, <br />as well as creating Participating State websites, and ensuring that all uploaded data and content <br />is current; and <br />d) National Service Manager - Responsible for overseeing the Regional Service Managers, Field <br />Service Technicians, training, and inside Service operations. This position works with the Lead <br />State Contract Administrator to ensure contractual obligations are met, while providing <br />leadership for the Contractor's operations, as well as strategic planning of the Service <br />department. <br />4.12.2. Contractor shall provide a single point of contact for each Participating State, who will handle any <br />questions regarding the Products provided, as well as pricing, delivery, billing, status of Orders, <br />customer complaints and escalated issues. <br />4.123. Contractor shall provide full Service and support for Products during Normal Business Hours. <br />4.12.4. Contractor shall have a designated customer service team who will be available by phone (via local <br />or toll free number), fax, or email during Normal Business Hours. <br />4.12.5. Customer service representatives shall have online access to account information and will respond <br />to inquiries concerning the status of Orders (shipped or pending), delivery, back -orders, pricing, <br />Product availability, Product information, and account and billing questions. <br />5. ADMINISTRATION OF ORDERS <br />5.1. Ordering and Invoicing Specifications <br />5.1.1. Master Agreement Order and purchase order numbers shall be clearly shown on all <br />acknowledgments, shipping labels, packing slips, invoices, and on all correspondence. <br />5.1.2. Contractor shall accept procurement credit cards as a form of payment from Purchasing Entity, <br />with no additional charge or fee assessed. <br />5.1.3. Contractor shall provide a centralized billing option, upon request, and at the discretion of a <br />Participating State or Entity. <br />5.1.4. Authorized Dealers may invoice the Purchasing Entity directly, unless otherwise specified in a <br />Participating Addendum. <br />5.1.5. Contractor and/or Authorized Dealers may charge the Purchasing Entity a re -stocking fee for any <br />Products that are not accepted. The amount of the fee shall be the lesser of 10% of the purchase <br />price, or $200.00, unless otherwise specified in a Participating Addendum. <br />5.1.6. Contractor may bill property tax separately or as otherwise indicated in a Participating Addendum <br />or an Order. <br />Page 44 <br />Coplers and Managed Print Servkes - RFP-NP-IMOt, N/ySPo y e=ol4l M star Agreement Tems and conditions, CMS # 140603 <br />