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- 6 - <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br />Payment Terms <br /> <br />1. Terms <br />Invoices will be e-mailed to Nadia Orozco norozco5@santa-ana.org and <br />Phil Neff pneff@santa-ana.org, and cc: City Accounting email:_____________________ completion of <br />work. Each invoice will include a copy of the service ticket and details of labor hours, materials used, <br />shipping fees and travel time on the invoice(s). The terms will be Net 30 days. After 30 days late fees <br />may be assessed and any undisputed charges will accrue interest at the rate of one percent (5%) per <br />month. If any invoice becomes 60 days past due, Blueviolet/Lanmor reserves the right to suspend <br />service until the account is brought current. Blueviolet/Lanmor is responsible for timely invoicing for <br />work completed or materials delivered. Any invoices that are received by City of Santa Ana past 90 <br />days of services will need to be reviewed by City of Santa Ana before payment may be made. <br /> <br /> <br />Service Request Process <br />1. City of Santa Ana receives service request calls from their end user. <br />2. If a call to Blueviolet/Lanmor is placed by a City of Santa Ana Employee <br />that is not listed on the City of Santa Ana Contact list, they will be <br />instructed by Blueviolet/Lanmor to Contact the City of Santa Ana <br />Facilities department for service. <br />3. City of Santa Ana will trouble shoot the issue and transmit a ticket if <br />necessary, to Blueviolet/Lanmor via e-mail, voicemail or by submitting an <br />online service ticket at www.Blueviolet/Lanmor.com or <br />Blueviolet/Lanmors’ Dispatch Center at service@Blueviolet/Lanmor.com <br />4. Service requests will include a Site Location Name, Address and Site Phone <br />Number. The service request will include a priority level of service, Emergency <br />Service or Regular Service. Blueviolet/Lanmors’ Dispatch Center will create a <br />ticket including a ticket number and will email City of Santa Ana with this <br />information and an ETA of service and will then dispatch a service technician. <br />5. When a ticket is completed, Blueviolet/Lanmors’ Dispatch Center will <br />generate a closeout e-mail notifying City of Santa Ana the status of <br />the service ticket. <br /> 6. Blueviolet/Lanmor will include a detailed statement of work performed on the <br />invoice <br />and a copy of the signed Service slip along with the invoice. <br />7. All Quotes requested by City of Santa Ana are considered time sensitive <br />and will be responded to in a timely manner by Blueviolet/Lanmor. <br />8. Installation scheduling of new installations will be coordinated by City of <br />Santa Ana and Blueviolet/Lanmor, which will include the dates and <br />times for the installation. <br />Escalation Procedures <br />1. Blueviolet/Lanmor is responsible for the escalation of daily service <br />Procedures and calls. Note: Periodically Blueviolet/Lanmor may accept <br />large projects or experience wide-spread client system outages that <br />require many of their resources to be fully utilized. Blueviolet/Lanmor will <br />notify City of Santa Ana within 24 hours of such a potential disruption to <br />regular service that response times may vary. In any case, <br />Blueviolet/Lanmor will make reasonable best efforts to continue to meet <br />regular response times. <br />2. Ongoing quality of work performed and Personnel issues will be <br />escalated to Blueviolet/Lanmors’ Sales Manager or Managers. <br />