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<br /> <br />66 SECTION 3: RESPONSE REQUIREMENTS | 2014_0122 <br /> <br />D. RESPONSE REQUIREMENTS: CUSTOMER SUPPORT AND MASTER AGREEMENT MANAGEMENT <br /> <br />Confirm the responder meets, understands and will comply with the requirement by checking YES. Mandatory Requirements <br />are indicated with “M” need to be checked yes. DESCRIBE FULLY AND PROVIDE DETAIL HOW THE PROPOSAL SATISFIES <br />EACH ITEM. <br />D RESPONSE REQUIREMENTS: CUSTOMER SUPPORT AND MASTER AGREEMENT <br />MANAGEMENT <br />M <br />= <br />MANDATORY <br />MEETS <br />UNDERSTAND <br />& WILL <br />COMPLY? <br />1 ORDERING AND PAYMENT PROCESS. The ordering and payment process for Products or Services is to be <br />defined in the Participating Addendum. This process may be unique to each State. <br /> YES NO <br />2 <br /> <br />SALES SUPPORT TRAINING. Detail how the responder will train sales staff and partners to ensure they are well <br />versed in the terms and conditions of the WSCA-NASPO Master Agreement. Detail a remedy plan for sales staff and <br />partners who do not comply with Master Agreement terms and conditions. <br /> <br />M YES NO <br />3 <br /> <br />CONTRACTING PERSONNEL. Responder must provide contracting personnel to assist states with the completing <br />and processing Participating Addenda. Experience has shown that an adequate number of trained contracting <br />personnel are key to the success of a Master Agreement. Detail how many personnel will be dedicated to provide <br />support to States in securing Participating Addendums with contracting personnel who understand the cooperative <br />purchasing concepts and challenges of signing participating addendums with States who have a variety of additional <br />terms and conditions. Detail how the Contract personnel are chosen and provi ded training. <br /> <br /> <br />M YES NO <br />4 <br /> <br />PRIMARY ACCOUNT REPRESENTATIVE. Responders must provide a Primary Account Representative to work <br />with the WSCA-NASPO Master Agreement Administrator on all aspects of the Master Agreement. This account <br />representative is responsible for the performance of the Master Agreement and must provide timely response to all <br />requests from WSCA-NASPO Master Agreement Administrator and Participating State. Detail how the account <br />representative is chosen and provided training. <br />NAME: <br />TELEPHONE #: <br />EMAIL ADDRESS: <br /> <br /> <br /> <br /> <br />M <br />YES NO <br />5 <br /> <br />COMPLAINT RESOLUTION. Responders must thoroughly describe their procedures for addressing and resolving <br />customer problems and complaints regarding service, equipment, or billing. Include timelines and escalation process. <br />M YES NO <br />6 <br /> <br />REPORTING. Describe how Contract Vendor adheres to reporting requirements as stated in the Terms and Conditions <br />and ensure accurate reporting to each State. The goals of reporting include: <br />1) Summary Reporting to calculate Administrative Fees to WSCA-NASPO and as required by Participating Entities <br />2) Detailed Product Reporting to manage contract to WSCA-NASPO and as required by Participating Entities <br /> <br />Participating States may require additional reporting requirements and will address through their Participating <br />Addendum. Responders must identify below a primary contact responsible for providing the mandatory usage reports <br />NAME: <br /> <br /> <br />M <br />YES NO