2021/11/24 Council Agenda Packet

5. USING THE MASTER CONTRACT— PURCHASES. 5.1. ORDERING REQUIREMENTS. Eligible Purchasers shall order products from this Master Contract, consistent with the terms hereof and by using any ordering mechanism agreeable both to Contractor and Purchaser. At a minimum, Contractor shall accept telephone orders, email orders, web -based orders, and similar procurement methods (collectively "Purchaser Order"). All order documents must reference the Master Contract number. Contractor shall provide the following Purchase Order notifications and acknowledgements to the Purchasers: (a) Acknowledgement within 24 hours that the order was received; (b) Acknowledgement and tracking information within 24 hours of the order being shipped; (c) Acknowledgement within 48 hours of a return/refund; (d) Notification of out -of -stock and backorder items within 48 hours. 5.2. CUSTOMER SUPPORT. Contractor shall provide customer support via telephone at a minimum from 9:00 AM to 5:00 PM Pacific Standard Time Monday through Friday, except federal holidays. 5.3. PHYSICAL LOCATIONS FOR ALTERATIONS. Contractor shall maintain physical locations for fit testing and alterations as set forth in Exhibit B — Requirements. 5.4. WEB BASED ORDERING SYSTEM. Contractor shall make available a web based ordering system at no cost to Purchasers. Contractor shall provide Purchasers with instructions, training, customer service, and maintenance and repairs as necessary and free of charge. The web based ordering system shall meet the minimum requirements as set forth in Exhibit B — Requirements. 5.5. DELIVERY REQUIREMENTS. Contractor must ensure that delivery of goods will be made as required by this Master Contract, the Purchase Order used by Purchasers, or as otherwise mutually agreed in writing between the Purchaser and Contractor. The following apply to all deliveries: (a) Contractor shall not require minimum orders for products nor impose surcharges based on order size. (b) Contractor shall make all deliveries to the applicable delivery location specified in the Purchase Order. Stock products ordered without alterations have to be delivered to Purchasers within ten (10) business days from the day of the order, unless otherwise mutually agreed to between Contractor and the Purchaser. Products ordered with alterations have to delivered within thirty (30) from the day of the order. (C) SHIP To BUSINESS ADDRESS. If shipping to the Purchaser (Agency/Organization) site (Business Address), Contractor shall ship all products purchased pursuant to this Master Contract, freight charges prepaid by Contractor, FOB Purchaser's specified destination with all transportation and handling charges included. Contractor shall bear all risk of loss, damage, or destruction of the goods ordered hereunder that occurs prior to delivery, except loss or damage attributable to Purchaser's fault or negligence. MASTER CONTRACT No. 01417 (Rev. 6-26-2019)