Laserfiche WebLink
blueviDlet <br /> 1411,r NETWORKS <br /> A DIVISION OF THE COON&BOARDMAN GROUP,!AC <br /> Payment Terms <br /> 1. Terms <br /> Invoices will be e-mailed to Nadia Orozco norozco5santa-ana.orq and <br /> Phil Neff pneffccDsanta-ana.orq, 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 /> 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 servicena.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 /> I. 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 /> - 6- <br /> 17815 Newhope Street, Suite M Fountain Valley, CA g2708 www.bluevioletnetworks.com <br />