Manual for Service Providers
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Manual for Service Providers
-1-Meet Our Customer: Uniqlo
What is Uniqlo Solution?
Uniqlo, in coordination with FacilitySource, is providing transactional facility maintenance for
the Uniqlo portfolio. The Uniqlo facility solution is managed by the Uniqlo facility team
utilizing the FacilitySource Facility Maintenance Optimization (FMO) program. FMO provides
call center services, Work Order management system (fmPilot2), vendor management
services, electronic invoice processing, and data management.
How does this affect me as a Service Provider?
FacilitySource is the primary contact for service and repair needs. FacilitySource is the
party responsible for the following:
• Receiving service requests from store locations.
• Dispatching service requests to and monitoring service providers.
• Processing, batching, and quality assurance of resulting invoices.
• Scheduling and issuing preventive maintenance work requests.
• Following up on all work requests to ensure service levels are achieved.
How does it all work?
FacilitySource uses a state of the art telephone communications system and web-based
Work Order and asset management software called fmPilot2 to capture real-time service
repair data. Necessary procedures to work with the FacilitySource process are defined and
explained in this informational package. The keys to the program are as follows:
• Proper use of the automated telephone system.
• Proper use of the fmPilot2 Vendor Portal system including accepting, quoting, and
invoicing on-line. As such the service provider must have a computer with internet
connectivity.
• Knowledge of the expected response and arrival parameters.
• Consistent and efficient communication from the Service Provider in the life of the
work request.
• Timely submittal of all quotes and invoices.Vendor Checklist – Client Name Information
Item Details
IVR Phone Number 1-866-540-8591
Call Center 1-800# 1-800-671-2901
fmPilot2 Website www.fmpilot2.com/Uniqlo
Bill Pay Client Yes
Invoicing Terms Invoice must be submitted within 30 days upon
completion of work
Scheduled Work 24-hour turn around on emergency quotes unless
otherwise specified by client; all other standard
quotes should be submitted by end of next business
day
Quote Turn Around Times Quotes should be submitted within 24-48 hours of
technician(s) assessment.
Account contact email Bchristy@facilitysource.com;
zgibbs@facilitysource.com
FacilitySource Vendor Coordinator Zach Gibbs
Client Account Manager Ben Christy
FS Training training@facilitysource.com
800-652-2056Table of Contents
1
Standards ................................................................................................................................... 1
1.1
General Standards ................................................................................................................... 1
1.2
Performance Standards ........................................................................................................... 1
2
Work Order Management Standards .................................................................................... 2
2.1
IVR System Requirements ..................................................................................................... 2
2.2
On-Demand Request for Service Notification ..................................................................... 2
2.3
On-Demand Request for Service Response ........................................................................ 3
2.3.1
Accepting On-Demand Request for Service ................................................................ 3
2.3.2
Rejecting On-Demand Request for Service................................................................. 4
2.4
Scheduled Service Requests Notification ............................................................................ 4
2.5
Scheduled Service Request Response ................................................................................. 4
2.6
On-Demand and Scheduled Service Technician Activity .................................................. 4
2.6.1
Checking In ........................................................................................................................ 5
2.6.2
Checking Out ..................................................................................................................... 5
2.7
Quotation Standards ................................................................................................................ 5
2.7.1
Do Not Exceed/DNE ......................................................................................................... 5
2.7.2
Quote Submission Criteria .............................................................................................. 6
2.8
Invoicing Standards ................................................................................................................. 7
2.8.1
Invoicing Procedures ....................................................................................................... 7
2.8.2
Payments ........................................................................................................................... 7
2.9
Service Response Parameters ............................................................................................... 8
2.9.1
Response Parameter Guidelines (Normal and Emergency calls)........................... 8
2.9.2
Emergency Requests for Service (After Hours and Weekends).............................. 8
3
Other Key Items ....................................................................................................................... 9
3.1
Remote Diagnostics ................................................................................................................. 9
3.2
Parts and Supplies ................................................................................................................... 9
3.3
Internet Capability ................................................................................................................... 9
4
Certificate of Insurance ......................................................................................................... 10
4.1
Insurance Requirements ....................................................................................................... 10
4.2
Sample Client Name Certificate of Insurance................................................................... 13
5
Service Provider Score Card Criteria........................................................................................... 14
6
Client Name Service Provider Sign-off Sheet ............................................................................ 15
7
IVR Call Tree .................................................................................................................................... 16
-i-7.1
Main Menu.................................................................................................................................... 16
7.2
Advanced Mode ........................................................................................................................... 17
7.3
Check Out .................................................................................................................................... 18
- ii -1 Standards
1.1 General Standards
a. Service Providers will comply with all terms and conditions of service agreements.
b. All Service Providers will adhere to all OSHA guidelines. OSHA reports must be made
available to Uniqlo and FacilitySource or the location serviced upon request.
c. All Service Providers will carry insurance levels at the Uniqlo specifications, or get
written approval from Uniqlo on any deviations from the specifications (attached).
d. All technicians representing the Service Provider must carry company identification
and/or wear a uniform of the Service Provider.
e. All repair parts installed by the Service Provider must meet UL standards or
equivalent.
f. Smoking, using alcohol or drugs, sleeping, verbal or physical abuse, or other
objectionable behavior at Uniqlo locations is strictly prohibited.
g. Service Providers must have licensed technicians on staff where required by law.
h. Service Providers must conduct a background check review of all subcontractors.
i. All products and liquids identified as toxic and/or hazardous are to be removed from
the location upon completion of work and must be disposed of per federal, state, and
local guidelines.
j. Locations reserve the right to restrict contractor employee access to Uniqlo property
based on employee past performance.
1.2 Performance Standards
a. All Service Providers must have the capability of receiving Requests for Service (RFS)
by email or fax and dispatching technicians 24 hours a day, seven (7) days per
week.
b. After hours calls not answered by a dispatcher (answering service, pager, etc) must
be returned to the FacilitySource call center within 15 minutes.
c. All Service Provider representatives must check in and out with the GM or CAM at the
Location.
d. All technicians must call into the FacilitySource fmPilot2 Work Order system using
the IVR when they arrive at the location and before leaving the location. (Note:
most of the time retailers require the Service Provider to use the location’s phone –
not their cell phones).
e. For all emergency calls, technicians must arrive at the location within four (4) hours
of receiving the Request for Service. Resolution should be provided based on the
Service Response Parameters detailed in Section 2.9. It is the Service Provider’s
responsibility to notify FacilitySource any time there is a problem with meeting this
criteria.
f. All services/repairs must conform to all local, state, and federal laws, regulations,
and codes.
g. A call must be made to the appropriate coordinator or on-call coordinator
immediately for all issues that involve the possible loss of sales or issues that
prevent the Service Provider from performing the work requested.
-1-2 Work Order Management Standards
2.1 IVR System Requirements
Each Service Provider will be assigned a PIN to be used with the IVR System for
security reasons. The PIN is needed to log onto the IVR system.
All entries (PIN, Work Order number (WEB # or PM # - just the 6-digit
number, etc.) must be entered without any special keys – i.e. #, *, etc.
All ETAs are entered as a six-digit number – example 021413 for February 14, 2013.
The ETA time will be entered in two digits – i.e. 01 for 1:00 and the prompt will ask
if this time is AM or PM.
** Please refer to workflow in Section 7 for a full sample of IVR call tree. **
2.2 On-Demand Request for Service Notification
a. The location will be using the FacilitySource call center or fmPilot2 portal system to
handle all of their service needs. All Request for Service’s need to be placed directly
to FacilitySource. The location should not contact a Service Provider directly. If a
location contacts a Service Provider directly about a Request for Service, the Service
Provider should direct the location to call the FacilitySource call center. This is
critical for correct billing and timely payment.
b. Each location will call all service issues into the FacilitySource call center. A detailed
description of the On-Demand Request for Service is entered into the system by a
FacilitySource representative. FacilitySource will then notify the Service Provider
that there is a service need at a particular location. The Service Provider will receive
the Request for Service/Work Order via a pre-established protocol (i.e. vendor
portal, e-mail, or text message/pager).
c. On-Demand Request for Service’s will begin with “WEB-” then the numeric Work
Order number.
d. After hours a Service Provider must call FacilitySource or use the fmPilot2 portal to
accept or reject an On-Demand Request for Service. If the Service Provider is not
able to address the Request for Service within the resolution time frames established
in Section 2.9, FacilitySource must be contacted immediately.
e. If the Request for Service is accepted, the Service Provider determines if a solution
should be attempted over the phone or if an on-site visit is necessary. If a phone
solution might be possible, the Service Provider calls the location directly using the
number on the Request for Service notification/Work Order. If the problem is solved
over the phone, the Service Provider can use the IVR system (option # 5 upon check
out) or call FacilitySource and close-out (Zero Invoice) the Request for Service. If
the Service Provider closes out a call this way, it is important to explain the
resolution in the comments section of the Work Order and then to click on the Zero
Invoice button. The Zero Invoice button is found at the bottom of the Work Order
screen. A Close-out (Zero Invoice) reflects positively on the Service Provider in the
eyes of Client Name and FacilitySource, strengthening the business relationship and
confidence level.
f. The Service Provider may need to set or reset the Estimated Time of Arrival (ETA).
The ETA should not be changed by the Service Provider unless agreed upon by the
location requesting the service. (Note: Target Complete times or Resolution times
will be used to scorecard the Service Provider. At times the Service Provider might
-2-need to change the ETA, but understand this will impact the Service Provider’s
overall scorecard performance.)
g. If an on-site visit is necessary, the Service Provider will be required to Check-in with
the location and the FacilitySource fmPilot2 system via the IVR telephone system
upon arrival at the location. After the service activity for that day is completed, the
Service Provider will be required to Check-out with the location and the
FacilitySource fmPilot2 system via the IVR telephone system.
2.3 On-Demand Request for Service Response
a. When you receive an On-Demand Request for Service/Work Order from
FacilitySource, the first step is to determine if you can do the work. If you are not
able to perform the work, you must immediately reject the Request for Service/Work
Order and inform FacilitySource so that an alternate Service Provider can be selected
in a timely fashion to meet the location's needs.
b. Rejecting a Request for Service/Work Order means that you will be removed from
activity for that Request for Service/Work Order which pulls the Request for Service
from the primary Service Provider and dispatches the Request for Service/Work
Order to the secondary Service Provider. Add a note to the fmPilot2 system, when
able, on why you are rejecting a request for service.
2.3.1 Accepting On-Demand Request for Service
a. You may accept an On-Demand Request for Service by either method
below:
i. Click on the accept button at the bottom the emailed Request
for Service/Work Order.
ii. Dial into the designated Client Name IVR call-in number 1-866-
540-8591
a. At the voice prompt enter your FacilitySource PIN, which
is usually a 5-digit number. Each Service Provider will
be given only one PIN. This can be found on every
Request for Service/Work Order.
b. At the voice prompt, enter the Work Order number
(e.g., for WEB-123456, enter only 123456).
c. If multiple Work Order types are found with the same
Work Order number then you will be prompted if the
Work Order is a Scheduled Service Request (e.g., PM-
123456) or not.
d. For the first call – Work Order Acceptance – you will be
prompted to press (1) to accept the Work Order.
e. The IVR attendant will state that the Work Order status
will now change to “In Progress”. This is followed by:
“The Work Order has been accepted. Please enter a
new ETA (estimated time of arrival) date for the visit”.
Once again the date must be a six-digit number –
021413 for February 14, 2013 – and then “Please enter
in a new ETA in two digits format – 01 for 1:00 – AM or
PM?”
f. Request Prompt: “You may hang-up now or press (1) to
update another Work Order”.
-3-2.3.2 Rejecting On-Demand Request for Service
a. You may reject an On-Demand Request for Service by either method
below:
i. Enter notes in the system as to why you are rejecting the
request then click on the Reject button at the bottom of the
emailed Request for Service/Work Order.
a. Dial into the designated Client Name IVR call-in number
1-866-540-8591
b. At the voice prompt, enter your FacilitySource PIN.
c. At the voice prompt, enter the Work Order number.
d. Press (2) to reject the Work Order.
e. Press (1) to confirm the rejection of the Work Order,
- or -
Press (2) to cancel and accept the Work Order and go
back to “Accepting On-Demand Request for Service”.
2.4 Scheduled Service Requests Notification
a. On the first of each appropriate month, all Scheduled Service Requests/Work Orders
will be loaded into FacilitySource fmPilot2 software.
b. Scheduled Service Requests/Work Orders will begin with “PM-” and the numeric
Work Order number.
c. Each Request for Service will have a scheduled ETA. It is the Service Providers
responsibility to ensure that the Request for Service is completed and invoiced within
the specified time frame on the Work Order.
d. Any Scheduled Service Requests/Work Orders not kept to these standards may be
reviewed by Uniqlo and FacilitySource and risk closure without payment. For any
scheduled maintenance work not kept to these standards, FacilitySource will contact
the service provider to verify completion and FacilitySource will expect a Zero
Invoice. (Note: FacilitySource can notify a Service Provider by e-mail, phone, or fax.
The preferred notification method of FacilitySource is via email during normal
business hours. Please let us know which is preferable during non-business hours.)
Note: Scheduled maintenance is not counted as part of the scorecard.
2.5 Scheduled Service Request Response
a. When you receive a Scheduled Service Request/Work Order, the Work Order will be
pre-set to “In Progress” status. This eliminates the need for the Service Provider to
accept the Work Order since it is a contracted service.
b. The Scheduled Service Request/Work Order will have a scheduled ETA. If the
Service Provider cannot perform the services on the ETA date, it is the responsibility
of the Service Provider to change the ETA within the fmPilot2 system and to notify
the location and FacilitySource call center of the new ETA.
2.6 On-Demand and Scheduled Service Technician Activity
Arrive at the location at or before the agreed upon or pre-set ETA. At the location
the service technician should immediately Check-in with the locations and the
FacilitySource fmPilot2 system utilizing the IVR.
-4-2.6.1 Checking In
a. Dial into the designated Client Name IVR call-in number 1-866-540-
8591
b. At the voice prompt enter your FacilitySource PIN; this is located on
the Work Order.
c. At the voice prompt enter the Work Order number.
d. The system will automatically check you in with a current time stamp –
“On-site” status now.
e. System will ask for how many technicians are checking in and prompt
for a number. The default is always one (1).
f. You may hang-up now or press (1) to update another Work Order.
2.6.2 Checking Out
a. Dial into the designated Client Name IVR call-in number 1-866-540-
8591
b. At the voice prompt enter your FacilitySource PIN.
c. At the voice prompt enter your Work Order number.
d. Please press (1) if the job has been completed à Go to Completed.
e. Press (2) if the job requires a quote à Go to Proposal.
f. Press (3) if the job requires materials à Go to Need Materials.
g. Press (4) if the job requires a return visit à Go to Follow-up.
h. Press (5) if the job has been completed and no invoice will be
submitted à No Invoice.
Completed - The status will now be changed to “Pending Provider
Invoice”. Thank you, the Work Order has now been set to complete. You
may hang-up now or press (1) to update another Work Order.
Proposal – The status will now be changed to “Pending Quote”. Thank
you, the Work Order has now been set to pending quote. You may hang-
up now or press (1) to update another Work Order.
Need Materials – The status will now be changed to “Waiting on Material”.
Please enter in a new ETA (estimated time of arrival) date for the follow-
up visit. The date must be a six digit number – Example 021413 for
February 14th of 2013. You may hang-up now or press (1) to update
another Work Order.
Follow-up – The status will now be changed to “Follow-up”. Please enter a
new ETA date for the follow-up visit. The date must be a 6-digit number –
021413 for February 14, 2013. You may hang-up now or press (1) to
update another Work Order.
2.7 Quotation Standards
2.7.1 Do Not Exceed/DNE
Request for Service/Work Orders will have a fixed not to exceed dollar
-5-amount that’s specified in the Work Order. FacilitySource fmPilot2
software identifies this as the Do Not Exceed (DNE) amount.
a. All work up to the DNE is pre-approved for On-Demand Requests for
Service and Scheduled Service Requests.
b. Any work exceeding this limit must be quoted and approved prior to
work being done.
i. Scheduled Service Request (PM) Quote procedure:
1 Technician must call into call center to request a Work Order for the work found during
Scheduled Service.
2 CSR will issue a new On-Demand Request for Service/Work Order for the technician to
quote the needed repairs and On-Demand Request for Service Quote procedures should
be followed.
ii. On-Demand Request for Service Quote procedure:
1 Formal quotations must be entered into the Work Order on-line by the end of the next
business day from the Service Provider’s specified time of arrival unless otherwise noted
in these specifications. All quoted work must be input using fmPilot2.
2 Note: If the technician is on site and has the available parts/tools, to avoid a
repeat visit the technician should contact the call center to request a DNE
increase.
3 The CSR will contact the Uniqlo Account Manger to confirm if the DNE increase is
approved.
4 If the increase is approved, the CSR will increase the DNE within the Work Order and will
notify the technician to proceed with the repairs.
5 If the DNE increase is not approved, the CSR will notify the technician to complete
temporary repairs within the DNE limit and the Service Provider should then enter a
formal quote on-line.
2.7.2 Quote Submission Criteria
Quotations must be delivered by the end of the next business day from
the specified time of arrival, unless noted otherwise in these
specifications.
a. All quotes must be submitted within the Uniqlo portal system –
fmPilot2 – and a full detail of parts, labor, shipping/freight, permits,
taxes, and detailed description of work is required. Additional detail,
like pictures, should be added in order provide the necessary
information needed to determine if the quote will be accepted or
declined.
b. Uniqlo Maintenance Coordinators will review and approve quotes and
contact the submitting party within 48 hours of submission. If the
Service Provider does not hear from Uniqlo within the allotted time
frame, the Service Provider should contact the call center directly to
ensure that the quote submission was received. Creating notes of
such contact within the Work Order is required. If the repair is of an
urgent nature, the Service Provider should e-mail the quote
information and call FacilitySource immediately thereafter so a prompt
decision can be reached.
-6-2.8 Invoicing Standards
2.8.1 Invoicing Procedures
a. All invoices must be supported by a Work Order ticket signed by Store
Management and store stamped. This ticket will be uploaded into
fmPilot2 attached to the work request.
b. All invoices must be broken into material, labor, and sub-contractor
detail including mark-up on subcontractor amounts.
c. Scheduled maintenance (PM) is to be invoiced separately from Request
for Service invoices.
d. Invoices must be submitted within 45 days of the service completion
date. Failure to do so will cancel obligation to pay.
e. Any invoices returned to Service Provider because of insufficient
documentation must be returned within 60 days of original service
date. Failure to do so will cancel obligation to pay.
f. Service Provider must scan and attach signed work tickets to the on-
line invoice for all On-Demand Request for Service Work Orders.
g. If a quotation has been authorized, a copy of the signed
quotation/authorization should be included in the details of the Work
Order.
h. Invoices may be entered individually or through a batch process.
i. Service Provider must include a unique invoice number never used
before for a Client Name location and then submit the invoice.
j. Once submitted the invoice goes through an automated quality
inspection.
i. The invoice will either be automatically submitted electronically
or challenged on the spot.
ii. If challenged the Service Provider must correct the invoicing
error, i.e. attach supporting documents or adjust price below
DNE before submitting again.
k. Payment terms for all invoices will be Net 60 days.
Note: Failure to include any of these elements could result in delayed payment. In
order to expedite the invoice audit and payment process, the Service Provider must
include all required elements.
2.8.2 Payments
a. FacilitySource will submit invoices to Uniqlo where they will be
processed and payments made as appropriate.
b. Once FS exports the invoice to Uniqlo, the status of the invoice in FS
will be marked ‘waiting check request’.
c. Uniqlo issues payment ?? days from the date of receipt of a correctly
submitted invoice. Payment discounts for expedited payments, as well
as other terms and conditions, are available. Uniqlo will consolidate
payments along with a list of invoices being paid.
-7-2.9 Service Response Parameters
Normal and Emergency Response Parameters vary according to location needs and
the trade performing service. In order to manage each Request for Service, an
Estimated Time of Arrival (ETA) has been pre-set by Uniqlo. Service Providers will
be expected to follow the Work Order acceptance/rejection guidelines of sections
2.3.1 and 2.3.2.
2.9.1 Response Parameter Guidelines
(Normal and Emergency calls)
Priority Arrival/Response Resolution/Plan in Place
(from initiation of call)
P2 2 hours 1 day
P4 4 hours 1 day
P24 24 hours 2 days
P48 48 hours 4 days
P168 168 hours 6 days
AH After hours 2 days
PS Scheduled Scheduled
2.9.2 Emergency Requests for Service (After Hours and
Weekends)
Emergency Requests for Service placed outside the Service Provider’s
regular business hours will be dispatched immediately via the method of
the service Provider’s choice.
a. FacilitySource will contact the Service Provider’s emergency after
hour’s answering service. This will allow them to dispatch a technician
per the Service Provider’s normal after hour’s procedure.
b. FacilitySource will also e-mail all Requests for Service.
-8-3 Other Key Items
3.1 Remote Diagnostics
There may be situations in which the primary Service Provider on a particular
problem is a Remote Diagnostic Company. In these situations, the company will be
responsible for dialing up the remote system and diagnosing and troubleshooting the
problem. If the remote company is able to resolve the problem remotely, the
remote Service Technician will follow the close out procedures. If the remote Service
Technician is unable to resolve the problem remotely within 30 minutes, they should
call the FacilitySource call center and request a secondary provider be assigned to
resolve the issue.
3.2 Parts and Supplies
Parts’ ordering is the responsibility of the Service Provider. If help is needed
securing parts or you need a current parts list, contact the appropriate Uniqlo
Maintenance Coordinator.
3.3 Internet Capability
To log onto the fmPilot2 Web Site www.fmPilot2.com/ Uniqlo you will need Internet
Explorer version 6 or 7 with a Windows platform. Please be aware that Mozilla-
Firefox and Macintosh computers are not compatible with fmPilot2.
-9-4 Certificate of Insurance
4.1 Insurance Requirements
CONTACT AND NOTICES
The parties must send legal notices, including notices relating to a breach or termination of
this Agreement or a waiver of any right or obligation in this Agreement, to the address
indicated on the front page above. Each party must notify the other in writing of any
changes to the legal notice contact information. Notices must be in writing and are deemed
given on the day deposited in the United States mail (postage prepaid, certified or
registered, return receipt requested) or sent by recognized national or international air
express courier with charges prepaid, upon confirmation of facsimile transfer or upon
confirmation of electronic mail delivery.
GENERAL TERMS AND CONDITIONS
Uniqlo and Contractor desire to enter into this Agreement to provide for each party’s
responsibilities with respect to the services described on Exhibit A (the “Services”).
In consideration of the recital and other good and valuable consideration, Uniqlo and
Contractor agree as follows:
1. Contractor Responsibilities; Fees. Contractor will perform the Services. Facility Source
shall pay Contractor the amount set forth on Exhibit A within sixty (60) days following the
invoiced completion of the Services. Contractor is an independent contractor and shall be
solely and personally responsible for all federal, state and local taxes, contributions and
premiums with regard to such payments.
2. Term. The term of this Agreement shall be from the date of this Agreement until
completion of the Services and payment therefor by Client Name. Except for material
breach of the Agreement by the other party, this Agreement may not be terminated by
either party except that Uniqlo may terminate this Agreement (a) immediately upon the
death or incapacity of Contractor in order to provide for the timely completion of
Contractor’s services, or (b) upon ten (10) days’ notice to Contractor.
3. Ownership of Work Product. Contractor hereby sells, assigns, grants and transfers to
Uniqlo all right, title and interest in any work product plans, reports, documents,
performances or other materials authored or created by Contractor for Uniqlo pursuant to
this Agreement, including all copyrights, renewals and extensions thereof. All information
and other data developed or acquired by or furnished to Contractor in the performance of
this Agreement shall be used only in connection with services provided to Uniqlo and shall
be the exclusive property of Client Name.
4. Relationship. The parties are independent contractors. Nothing in this Agreement shall
be understood or construed to create or imply any relationship between the parties in the
nature of any joint venture, employer/employee, principal/agent or partnership. Contractor
shall in no way become an employee or agent of Client Name. Neither party shall have the
authority to nor shall either party attempt to create or assume any obligation to, by or on
behalf of the other party. Contractor understands and agrees that he/she/it and all such
employees are not entitled to benefits of any kind or nature normally provided employees of
Client Name. Contractor shall assume full responsibility for payment of all federal, state and
local taxes or contributions including Unemployment Insurance, Social Security, and Income
- 10 -Taxes with respect to Contractor’s employees.
5. Expenses. Except as expressly provided to the contrary in this Agreement, all expenses
incurred by the parties shall be the sole responsibility of the party who ordered the service
or incurred the particular expense. Specifically, Contractor shall assume all expenses
incurred by him/her/it in connection with the performance of this Agreement, and Uniqlo
shall not be responsible for payment of any expenses incurred in connection with the
Services, other than the fee which is specified in Paragraph 1 above.
6. Indemnity. Contractor agrees to and shall hold harmless and indemnify Uniqlo and its
officers, agents, and employees from every claim or demand and every liability, loss,
damage, or expense of any nature whatsoever, which may be incurred by reason of:
a) Liability for damages for death or bodily injury to person, injury to property, or any
other loss, damage or expense sustained by Contractor or any person, firm or
corporation employed by Contractor upon or in a connection with the services called for
in this Agreement, except for liability for damages referred to above which result from
the sole negligence or willful misconduct of Client Name’ officers, employees, or agents.
b) Any injury to or death of persons or damage to property, sustained by any persons,
firm or corporation, including Client Name, arising out of, or in any way connected with
the services covered by this Agreement, whether said injury or damage occurs either
on or off Client Name’ property, except for liability for damages to the extent arising
solely from the negligence or willful misconduct of Client Name’ officers, employees, or
agents.
7. Laws and Regulations. Contractor shall observe and abide by all applicable laws and
regulations, including, but not limited to, those of Uniqlo relative to conduct on its premises.
Contractor certifies that he/she/it is not presently disbarred, suspended, proposed for
disbarment, declared ineligible, or voluntarily excluded from participation in this transaction
by any federal or state department or agency.
8. Licenses. Contractor has all professional licenses, certificates and registrations required
to perform and complete the Services, that it is properly equipped and organized to perform
and complete the Services, and that it has the necessary experience, expertise and financial
wherewithal to perform and complete the Services in accordance with this Agreement.
9. Insurance. Contractor shall purchase and maintain builder's risk insurance in a standard
form acceptable to Uniqlo upon the entire project in connection with the Services for the full
cost of replacement at the time of any loss. Additionally, during the course of performance
of the Services under this Agreement until the completion and acceptance of the Services,
Contractor shall provide and maintain in effect, unless otherwise mutually agreed upon by
the parties in writing, the types and amounts of insurance listed on Exhibit A with an
insurance company that is satisfactory to Client Name. Contractor shall provide evidence of
all policies to Uniqlo upon its request. Uniqlo will be given ten (10) days’ notice of
cancellation, non-renewal or any endorsement restricting or reducing coverage.
10. Conditional Payment. Final payment constituting the unpaid balance of the Services
shall be due and payable when all of the Contractor’s work is actually completed. Before
issuance of final payment for the Services, Contractor shall furnish satisfactory evidence to
Uniqlo that all payrolls, bills for materials and equipment and other indebtedness of
Contractor, including amounts due to subcontractors connected with the Services for which
Uniqlo or its property might in any way be responsible, have been paid or otherwise
satisfied, including, at the request of Client Name, a full, final and conditional releases of
- 11 -lien rights and claims from all subcontractors and suppliers; that no liens arising out of the
project performed pursuant to this Agreement exist or a bond satisfactory to Uniqlo
indemnifying it against any such liens has been furnished to Client Name, and that
applicable sales taxes have been paid by the Contractor if necessary.
11. Miscellaneous. This Agreement may not be assigned or transferred by Contractor
without the written consent of Client Name. Contractor’s services are personal in nature and
may not be assigned or delegated to any other person. This Agreement represents the
entire Agreement between the parties and supersedes any prior oral or written
understandings with respect to the Services and shall be governed by the laws of the state
of Nebraska. This Agreement may only be amended by an agreement signed in writing by
all of the parties hereto. Upon execution, this Agreement will be a valid and binding
obligation of each party and enforceable in accordance with its terms.
- 12 -4.2 Sample Uniqlo Certificate of Insurance
- 13 -5 Service Provider Score Card Criteria
All Service Providers will be graded based on the criteria below:
- 14 -6 Uniqlo Service Provider Sign-off Sheet
Please provide Request for Service (RFS) and additional contact information below:
Type of Contact Name Phone# Email
After Hours Emergency RFS
Non-Emergency RFS
fmPilot2 Account Set Up
Accounting
Quote Department
RFS Status updates
I have read and understand the Uniqlo Solution Manual for Service Providers,
and I will abide by the processes, procedures, and rules contained within.
Signed: __________________________________
Title: __________________________________
Company Name: __________________________________
Date: __________________________________
- 15 -7 IVR Call Tree
7.1 Main Menu
- 16 -7.2 Advanced Mode
- 17 -7.3 Check Out
- 18 -You can also read
