1. The contractor will assign a single, primary account representative for County customers. 2. The contractor will provide a toll-free number for live access to staff who are dedicated in whole, or in part, to business conducted on the contract. Staff must be available between the hours of 6:30am and 5:00pm Pacific Time. 3. Contractor must contact customers within 15 minutes of missing a stop. Any costs incurred by the customer for pick-up failure shall be paid by the contractor. In addition, contractor will not be paid for that pick-up if a scheduled pick-up is not performed. Failure to perform a scheduled pick-up is a serious issue that will result in penalties and corrective actions, such as suspension and/or termination of contract. 4. Contractor must notify customers via phone, or provide an acceptable tracking method, to indicate when they will have late pickups. 5. The contractor agrees to furnish, at all times, the most expeditious and efficient service possible within the timeframes established and agreed to in the Service Agreement...
