25B - AGMT FOR PRINTING AND COPIERS

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5.1.17. Internet -based Portal and Electronic Catalogs. If Contractor provides the ability to place an Order through an intemet-based portal or electronic catalog, then Contractor shall maintain all necessary hardware, software, backup -capacity and network connections required to operate that intemet-based portal or electronic catalog. In addition, Contractor shall adhere to the following requirements: a) The internet-based portal or electronic catalog shall clearly designate that the Products are part of this NASPO ValuePoint Master Agreement, and shall link to the Participating State or Entity's designated web location; b) All Environmentally Preferable Products (EPP) shall be clearly listed; c) If the Contractor's electronic catalog will either be hosted on or accessed through the Participating State's eCommerce system, then Contractor shall comply with all policies, procedures and directions from the Participating State or Entity in relation to hosting its catalog on or making its catalog accessible through that system; d) All information made available through the Participating State or Entity's eCommerce system is accurate and complies with this Master Agreement and the Participating Addendum; and e) Paper catalogs or catalogs on other digital media must be supplied to the Participating State or Entity upon request. 5.1.18. Substitutions are not allowed. If an ordered Product is out -of -stock, Contractor shall notify the Purchasing Entity and request approval before substituting for the out -of -stock item. Contractor's request to substitute shall explain how the substituted Product compares with the out -of -stock item. Any substitute Product offered must be on this Master Agreement Price List. 5.1.19. Notwithstanding the expiration or termination of this Master Agreement, Contractor agrees to perform in accordance with the terms of any Orders then outstanding at the time of such expiration or termination. Contractor shall not honor any Orders placed after the expiration or termination of this Master Agreement, or otherwise inconsistent with its terms. Orders from any separate indefinite quantity, task orders, or other form of indefinite delivery Order arrangement priced against this Master Agreement, may not be placed after the expiration or termination of this Master Agreement, notwithstanding the term of any such indefinite delivery Order agreement. 5.1.20. Contractor's process for resolving disputed invoices, issuing refunds and/or credit, and addressing over -payments as well as Product returns is as follows: a) Purchasing Entity shall contact the Contractor via email or the 800 customer service number provided on the invoice; b) If the Customer Service team is not able to resolve the issue, then the call will be escalated to the appropriate Contractor representative; c) In the event of over -payment or if a credit has been issued for a Product return, Contractor shall apply the over -payment as a credit towards any open invoices. If there are no open invoices, then Contractor shall issue a refund to the Purchasing Entity. In all instances of dispute resolution, the Purchasing Entity may contact the Participating State Contract Administrator, or the Lead State for assistance is resolving the dispute. 5.2. Payment Payment for completion of a Contract Order is normally made within thirty (30) days following the date the entire Order is delivered or the date a correct invoice is received, whichever is later. After forty-five (45) days, the Contractor may assess overdue account charges up to a maximum rate of one (1) percent per month on the outstanding balance. Page 46 copiers and Managed Print services . RFP.NP•18-001, NASPO ValuePoint Master Agreement Terms and conditions, CMS # 140603 25B-67