A. The vendor must be capable of responding to all service requests as shown below. The vendor is required to maintain a point of contact for service twenty-four (24) hours per day, seven (7) days per week, including holidays. A response from a potential vendor(s) who is unable to meet the service hours and days specified, may be considered non-responsive. B. The vendor must respond to requests in accordance with the following criteria: 1. Emergency requests: Services and/or parts must be provided within three (3) hours; 2. High Priority requests: Services and/or parts must be provided within eight (8) hours; 3. Routine requests: Services and/or parts must be provided within three (3) days; 4. Service rates will be charged for emergency/urgent and routine requests according to the basic hourly rates quoted. Hourly rate begins upon arrival at repair location; C. Parts will be billed as indicated on the quoted pricing proposal for parts to include MSRP and discount off MSRP rates. Proof of MSRP price must be submitted with each quote/invoice; and D. Manufacturer’s Parts list and MSRP rates shall be provided upon request by Pinellas County.
