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When we get the initial call the first thing to determine if the machine is totally <br />down and how critical the repair is to the operation of the machine. Often before <br />sending a technician, we arrange for a tech support call This will work through <br />several items to help us determine the cause of the problem and also identify and <br />spare parts required so we the technician can bring with him. We want to have the <br />crusher fixed and running as fast as possible with as few trips as possible. <br />If the repair is critical, we can normally dispatch a technician same day or for the <br />next morning. If the repair is not critical, we will work with the customer to schedule <br />a time that works for them. <br />I. Describe any operation, maintenance, repair, and training manuals that your <br />company will provide as part of this RFP <br />The Powerscreen Premiertrak 330 with come complete with Spare parts and <br />operations manuals printed and digital copies. A Caterpillar engine parts and service <br />manual will also be included. <br />J. If a unit is not available within the desired fifty- mile radius, please address how the <br />City can view and test the proposed unit. Address whether the company would be <br />willing to credit the City for full amount of incurred travel costs to the offered site <br />for a demonstration and test if the unit is awarded. <br />We likely will have a unit available with in fifty miles. If we do not, we will credit the <br />full amount of travel costs incurred to the offered site. <br />4. Risk, Performance, and Quality Assurance <br />A. Submit no more than five (5) completed relevant project experiences, within the <br />past five years that demonstrate successful contract performance similar in size and <br />scope as described in this RFP, include any government experience, Including the <br />following for each reference. <br />a. Company name and full address <br />b. Point of Contact <br />c. Contract title, number, start and completion dates <br />d. Contract description & Order/service details <br />B. Do you perform customer satisfaction assessments/ surveys? If so, how are you <br />rated? <br />We perform customer satisfaction surveys annually. We are usually rated highly. <br />