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Scope of WorkSection 4 Service Level Requirements and Expectations4.1 ReportingYes - O'Reilly is capable of fulfilling ad hoc reporting requests. This may depend on what metric the State/NASPO is requesting.4.2 Service FeesIn some (very rare) cases if an entity is requesting an item to be ordered directly from the factory, there may be shipping charges. If this occurs, the ordering agency will be made aware and will be able to approve/deny prior to the order being placed. Beyond those rare instances there will be no service fees.4.3 DeliveryDelivery is made by O’Reilly delivery team members in company owned vehicles. Average delivery time is 30 minutes to 1 hour for items stocked in our local store. Items that are stocked in our DCs are available for next day delivery. This service is available to agencies that are within a 6 mile radius of an O’Reilly store location. For agencies just beyond this distance scheduled deliveries may be a viable option. These agencies would be addressed on a case by case basis.4.4 Response TimeO’Reilly agrees to terms as written.4.5 Fill RateO’Reilly agrees to terms as written.4.6 Invoice AccuracyO’Reilly agrees to terms as written.4.7 Non-DeliveryO’Reilly agrees to terms as written.4.8 Overall Customer SatisfactionO'Reilly is open to doing this only on a case by case basis and only at specific customer's request. We would prefer not to overwhelm the ordering agencies with surveys.4.9 Payment OptionsO’Reilly agrees to terms as written.4.10 Freight PolicyAs stated on question 4.2 there may be a few cases of special order freight charges. O’Reilly requests to strike the last sentence of this section.4.11 Return of ProductO'Reilly requests that "immediately" be replaced with "promptly".4.12 Returns Due to User ErrorO’Reilly agrees unless these items were special/factory order. If they were special/factory order ordering entity will be responsible for shipping/restocking fees. Products must be undamaged as well as unopened.4.13 Price VerificationThese will be supplier lists as many manufacturers no longer produce public price lists.4.14 RebatesO’Reilly agrees to terms as written.4.15 Receiving Procedures and Order InspectionSupplier shall make commercially reasonable efforts to replace with like or acceptable product at no charge within two business days of notice.4.16 Disaster RecoveryO'Reilly has been affected by many natural disasters. Our first priority during these events is to make sure out team members are safe and then immediately provide the public and government agencies as much support as possible. A complete disaster recovery plan will be available upon award.4.17 CatalogsCatalogs are available in both a hardcopy and online format.4.18 Supplier OutsourcingO’Reilly agrees to terms as written. ................
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