Hard Copy Services Standards & Definitions
1. Change Request Procedure
The process below will be followed if a change to this SOW is required:
A Change Order (“CO”) will be the vehicle for communicating change. The CO must describe the change, the rationale for the change, and the impact the change will have on the project.
The designated Project Manager of the requesting Party (ACCESS or CLIENT) will review the proposed change and determine whether to submit the request to the other Party.
A written CO must be signed by both Parties to authorize implementation of the changes.
Several assumptions have been made regarding the nature of the services and Deliverables, which are incorporated into the pricing line items and unit multipliers described in the Price Schedule. Throughout the operational process descriptions within this SOW, additional assumptions (or clarifications of those already established) may be listed within the applicable operational process sections.
Changes to these assumptions could affect unit prices and could have an impact on the throughput rates or units encountered (and therefore, the actual extended costs invoiced) for each task performed as part of the services. In all cases, invoicing for all tasks performed will be based on actual units encountered during the conversion. Significant variances to these assumptions will be addressed as and when encountered, via a CO. This CO may result in revisions to project schedule, scope, budget, processes, assumptions, Deliverables, and/or unit pricing.
Analysis and approval of proposed process and method modifications under this Change Request Procedure, together with any resulting implementation of modifications so proposed and approved, will be performed by experienced and authorized team members from both ACCESS and CLIENT to the mutual agreement of both Parties in writing.
2. Service Level Agreement
| Priority | Delivery Times Initial | Additional Delivery Times |
| Standard Physical Delivery/Pickup (STD) Orders | Order by 3 pm – Receive within 3 Business Days | Order After 3 PM – 4 Business Days |
| Same Business Day Service (SAME) Orders | Orders placed prior to 12 PM – Same Day | After 12 PM – Next Business Day |
| Rush Service (EMBH) Orders | Order by 2 PM – Within 4 Business Hours | After 2 PM – Next Business Day |
Standard Physical Delivery/Pickup (STD)Orders will be delivered before 5:00 PM on the due date. The due date will be dependent on the time your order is submitted. Orders placed prior to 3:00 PM, Monday through Friday, will be due within the next three business days. An additional day will be added to orders placed after that time. If the order date is on Saturday or Sunday, due date calculations are made based upon the next valid business day – Monday. Anything over 50 boxes will be scheduled.
Same Business Day Service (SAME)Orders will be delivered by 5:00 PM. The due date will be dependent on the time your order is submitted. Orders placed prior to 12:00 PM, Monday through Friday, will be due that day. An additional day will be added to orders placed after that time. If the order date is on Saturday or Sunday, due date calculations are made based upon the next valid business day – Monday.
Rush Service (EMBH)Orders will be delivered within 4.00 hours of submission. There is a cutoff time of 2:00 PM, Monday through Friday. Any orders placed after that time will default for delivery by 11:00 AM on the next valid business day unless after-hours delivery is requested. If the order date is on Saturday or Sunday, due date calculations are made based upon the next valid business day – Monday.
3. Hard Copy Volume Tracking
Example tracking data for onboarding volume is displayed below. This tool is utilized by the Project Management Office to manage all production needs and to assist in quality assurance of services provided.
PMO Project Volume Details (Sample Data)
PMO Individual Markets/Vendor/Department Details (Sample Data)
PMO Weekly Tracking (Sample Data)
