Global Corporate Service · Overview CBRE entered into an agreement with AT&T Retail Services to...

CBRE Servicing AT&T Retail Stores

Global Corporate Service

GCS Facilities Management

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Table of Contents

AT&T RETAIL GENERAL SUPPORT INFORMATION ................................................................................................ 2

OVERVIEW........................................................................................................................................................... 4

INSURANCE REQUIREMENTS & VENDOR SET UP .................................................................................................. 4

CORE MAINTENANCE SERVICES .......................................................................................................................... 8

WORK ORDER PROCESS FLOW ......................................................................................................................... 13

WON DATABASE & WORK ORDER RESPONSE EXPECTATIONS .......................................................................... 13

DECLINING OR REJECTING WORK ORDERS ....................................................................................................... 13

EMERGENCY WORK ORDERS ............................................................................................................................ 13

DUE DATE EXTENSION PROCESS....................................................................................................................... 14

CHECKING IN/IVR TOOL ..................................................................................................................................... 18

NTE PROCESS ................................................................................................................................................... 19

WORK ORDER COMPLETION .............................................................................................................................. 24

AFTER HOUR CONTACT ..................................................................................................................................... 25

WARRANTY WORK ............................................................................................................................................ 25

AT&T RETAIL VENDOR PERFORMANCE.............................................................................................................. 27

INVOICING AND CONDITIONS OF PAYMENT ........................................................................................................ 28

CBRE VENDOR CONTACTS ................................................................................................................................ 43

REVISION TABLE ............................................................................................................................................... 44

AT&T RETAIL GENERAL SUPPORT INFORMATION


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AT&T Retail Facilities Help Desk: 1-866-512-7138

Email: [email protected]

Portfolio Information:

CBRE will be responsible for providing facilities maintenance, call center operations and work order management services for approximately 2,200 AT&T retail

store, kiosk, and Devices Support Center (DSC) locations throughout the United States and Puerto Rico.

AT&T Mobility Corporate Real Estate is organized into four real estate regions:

Northeast Region – Connecticut, District of Columbia, Delaware, Indiana, Massachusetts, Maryland, Maine, Michigan, New Hampshire, New Jersey, New York, Ohio, Pennsylvania, Rhode Island, Virginia, Vermont, West Virginia

Southeast Region – Alabama, Florida, Georgia, Kentucky, Louisiana, Mississippi, North Carolina, Puerto Rico, South Carolina, Virginia, Virgin Islands, West Virginia

Central Region – Arkansas, Iowa, Illinois, Kansas, Minnesota, Missouri, North Dakota, Nebraska, New Mexico, Oklahoma, South Dakota, Texas, Wisconsin

West Region – Alaska, Arizona, California, Colorado, Hawaii, Idaho, Montana, Nebraska, New Mexico, Nevada, Oregon, Utah, Washington, Wyoming  

Overview

CBRE entered into an agreement with AT&T Retail Services to provide facility management support services to designated retail locations. Service Providers are a requirement to supplement this program. Each service provider is required to be set up with Work Order Network powered by Corrigo to receive work orders

mailto:[email protected]


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from CBRE. It is required that vendors respond to our work orders within the specified response times provided and update the Work Order Network system in a timely manner.

Our goal is for all supporting service providers to provide the best possible service and competitive rates. Exemplary performance from each service provider is a key factor in the success of AT&T Retail Service and CBRE, Inc.

Insurance Requirements & Vendor Set Up • In an effort to strengthen CBRE’s risk management program and ensure that we are in compliance with federally mandated

laws and regulations, CBRE has partnered with Global Risk Management Solutions (GRMS), a Supplier Screening and

Certificate of Insurance tracking and management provider.

• GRMS is checking for the following items:

Certificate(s) of Insurance

Liens, Bankruptcies, Litigations

Disadvantaged Business Certification Search

Business Security Search

W-9 Tax Form Collection & Verification

Sample Invoice

Please contact the GRMS Support Center with any questions regarding the screening and insurance requirements at http://support.globalrms.com or 877-616-2739.

Insurance Limit Requirements Coverage:


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General Liability Limits $1,000,000 Each Occurrence $1,000,000 Personal & Adv Injury $2,000,000 General Aggregate $2,000,000 Product – Completed Ops Aggregate Auto Liability Limits $1,000,000 All Owned, Hired and Non-Owned Autos

Umbrella Liability Limits $1,000,000 Each Occurrence

Workers Compensation –Statutory Limits $500,000 Each Accident $500,000 Each Disease $500,000 Disease Policy Limit

Additional Insurance Language • CBRE Inc., AT&T Services, Inc. and their respective affiliates, officers and employees must be added as Additional Insured's on

General Liability policy.

• A waiver of Subrogation in favor of CBRE Inc., AT&T Services, Inc., and their respective affiliates, officers and employees

under General and Workers Compensation policies.

• Insurer must have an A/M Best rating of A- and FSC Class VII or higher.

Vendor Documentation Requirements and Importance of Documents

The following requested documents are required to ensure CBRE /AT&T Retail are in compliance with all federal mandated laws

and regulations. Providing these documents provides CBRE with accurate vendor information.


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Certificate(s) of Insurance including Endorsements to ensure all vendors are in compliance with our clients insurance

requirements.

W9 to ensure the correct EIN number is recorded.

Sample Zero Dollar Invoice to ensure any correspondences are submitted to the appropriate address.

Minority Business Certification {if applicable} for financial reporting.

Vendor Profile Form to ensure all department contact information, scopes of work and area’s covered are entered correctly

into our system.

Vendor Rate Card to ensure rates are agreed upon and entered correctly in our system.

Vendor Resource Guide Acknowledgement to acknowledge vendors acceptance of the CBRE work order guidelines.

Non-Disclosure Agreement to document CBRE’s terms of non-disclosure.

Signed Contract to document agreement between our two companies.

Below are examples of the required documents for your review.

COI Requirements: Insurance requirements and samples of each document


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Certificate of

Insurance Requirements

Endorsement CG 20

10 07 04

Endorsement CG 20

10 11 85

Endorsement CG 20

37 07 04

W-9: Tax form collection and business name verification

W-9

Vendor Profile: Document required by CBRE to ensure the correct vendor information is on record.

Vendor Profile Updated v.3 5-22-15.xlsx

Rate Card: Provides details about rates the vendor will be charging for specific services provide to our client.

Rate Card Corrective Services 5-22-14.xlsx

Core Maintenance Services (Refer to “Exhibit A” for Full Scope Of Work Details)

Vendors will primarily be responsible for corrective work orders. Below is a brief description of common work order issues.


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Carpentry - Hang or take down cork boards, bulletins boards, white boards, non-electrical signage, non-precious art,

etc.(does not include large banners or posters), repair, adjust or replacement of installed cabinet hardware.

Carpet - Emergency safety repairs to defective carpet seams. Replace carpet tiles.

Ceiling tiles - Replace defective or stained ceiling. If the ceiling tiles are water damaged the vendor should investigate to

determine where the source of the water. If it is determined that the water damage is the result of a roof leak the

vendor should immediately contact the CBRE helpdesk. If it is determined that the water damage is the result of a

plumbing or HVAC issue that is within the scope and capabilities of the vendor and within the NTE, repairs should be

made

Battery replacement- in key pads and door mechanisms; repair, adjustment and replacement of interior locks and

hardware (provided no special programming is involved)

Doors - Interior doors, weather stripping (excluded if integral to door requiring door vendor to repair or replace), door

hardware to include door locks, cabinet locks, padlocks, standalone electronic keypad locks, electronic keypad batteries,

exit devices, alarmed exit devices, door closures, hinges, and associated miscellaneous door hardware. This service does

not include the replacement of key control devices, lock cores and keys, or key switches

Electrical - Light fixtures, receptacles, and repair and adjust interior locking hardware and buzzers, time clocks, etc.

General electrical testing and inspection

Emergencies - In the event of an emergency or natural disaster, ( i.e. tornado, hurricane, sandstorm, etc.) –vendor will

support stabilization and resolution of the emergency, regardless of work type

Floor tiles - Re-attach or replace displaced floor tiles. Replace floor tiles, vinyl or carpet tiles (limited basis, if more than

five {5} CBRE should be contacted.)

Fire extinguishers - Verify fire extinguisher in place with updated annual certificate (on monthly survey).

Fixtures - Install or move sales fixtures where relocations. Minor repairs to sales fixtures (door adjust, hinges, lock sets,

guides, key board trays, etc.).

Furniture - Minor repairs to furniture (door adjustment, hinges, lock sets, guides, key board trays, etc.)


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Gate/Shutters - Adjust rolling gate/shutters or sliding doors that are not under warranty. AT&T Property Manager will

provide warranty information

HVAC - HVAC, too hot, too cold, leaks, indoor air quality (odors or smells) HVAC replacements, preventative

maintenance, quarterly (added 6/25/14) Please consistently add notes with status updates to all HVAC related WO’s

Lights and ballasts - Replace interior and exterior up to 16’ (includes walkway lights and exterior wall lights), emergency

lights, test and repair lighting controls and photocells) (does not include replacing/repairing parking lot (pole) lights)

Plumbing – Restroom fixtures (repair, adjust or replace installed restroom hardware), trims, water heaters, kitchen (leaks

and clogged drains) and clogged toilets {up to 25’}

Roof - Ensure that the roof is free of debris, all roof storm and overflow drains are clean and free to flow with no

obstructions present. Perform minor repairs to the roof or flashing to prevent ongoing degradation for leases that are the

responsibility of AT&T, Perform emergency roof repairs to stop leaks until permanent repairs can be made.

Walls – Minor interior repairs, base boards, vinyl base, reattach wall vinyl, etc..

Windows – Repair and adjust window hardware.

Inspections:

Site Inspections (performed annually)

Roof Systems

Parking Lots

Signage

Vendors who are responsible for reoccurring work orders will receive a detailed description of scope of work as part of their

contract. This shall include but not limited to the following:

Janitorial

Landscaping


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Pest Control

Fire Extinguisher

Work Order Process Flow

The following describes the process flow of a standard work order, refer to the specialty sections of this document for specific

procedural requirements.

1. CBRE or ATT creates a work order in CBRE’s work order system

2. Vendor receives a work order and is alerted via email

3. Vendor accepts or declines work order by replying to the email “Accept” or updating the Work Order Network (WON)

-The following steps are followed after a vendor accepts a work order-

4. Vendor updates the work order in WON with estimated time of arrival

5. Vendor dispatches their technician and supplies him with a copy of the CBRE work order ticket or provides the tech with the

required IVR phone number and codes found on the CBRE work order.

6. Vendors technician arrives on site and “Checks-in” using the IVR system

7. Vendors technician troubleshoots and determines if repairs will be more than the $500 Not To Exceed cost limit located on

the CBRE work order.

o If repairs are going to be more than $500 CBRE must be notified before the technician can continue with the repair.

Refer to NTE Process located within this document NOTE: The technician must “PAUSE” the work ticket using the IVR system if he needs to return at a later date with parts.

o If on site performing preventative maintenance, additional repairs are found/needed outside the scope of the initial

work order, please call the help desk at 1-866-512-7138 to have a child work order created.


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NOTE: Vendors must have prior approval before performing additional work. All corrective repairs must have a separate work order and cannot be

combined on a preventative maintenance work order. Additional repair costs that are added to preventative maintenance work orders/invoices

will not be processed.

8. If repairs are UNDER $500, the vendors technician completes all repairs

9. Vendors technician has an ATT store employee sign, date, and provide employee ID on the CBRE work order, or on the

vendors work ticket, as confirmation that the work was completed. NOTE: Invoices submitted for work orders with-out a store employee signature will not be

processed. The technician should obtain a store employee signature, date, employee ID#, every

time they leave the site. This will act as a confirmation that the tech was there, and planned to

return.

10. Vendors technician Checks-Out of work order using the IVR system. NOTE: The work order is marked complete at this time.

The vendor’s office will still need to go into the WON and enter detailed completion notes. (If tech does not have a PDA to enter the notes

himself)

11. Vendor’s office faxes the signed CBRE work ticket to 800-476-8004

o If vendor does not have a fax machine, signature pages can be manually attached to the work order using the Attach

Add feature in the WON.

PLEASE NOTE: When faxing, the bar code on the CBRE work ticket is scanned and automatically attached to the work order. If you have a store signature on

your company work ticket, simply place that behind the CBRE work order ticket. Any pages immediately behind the CBRE ticket will also be scanned and

attached to the work order.

12. Vendor enters the work order invoice information, charges, taxes and repair codes using the Invoicing Edit feature in the

WON, and clicks “SUBMIT” to complete the invoice. (See Conditions of Payment section located within this document)


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13. CBRE’s Auditors will review all invoices in a Submitted status and either Authorize or Dispute the invoice based on the

conditions of payment requirements. Please refer to the Conditions of Payment section located within this document.

14. Authorized invoices are sent to ATT’s virtual credit card account for processing.

15. Vendors receives payment information via a secure email from [email protected]

The payment email is sent to the vendors previously specified email address. (Submitted to CBRE via the Vendor Profile

Form). NOTE: The email will contain a unique 16 digit MasterCard number, expiration date and CVS number

The payment could be in one lump sum covering multiple invoices

16. Vendor processes the credit card payment within 90 days of receipt of the email notification.

17. Vendor reviews the “Completed-Paid” work orders in the WON, sorts the data by “Paid Date” to reconcile payments.

(6/25/14) Please Note: There are times when additional information is added to the note section of a work order before and after

the work order is dispatched to a vendor. These notes could be useful to both your techs & sub-contractors, therefore. It is extremely

important that your office reviews not only the WO description, but also the NOTE section of each work order and relay that

information to your techs as well as your sub-contractors before dispatching a work order.



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WON Database & Work Order Response Expectations

Each time a work order is dispatched from CBRE, it will be dispatched with a Priority. The priority code is indicated on the top right of

the work order email. Each priority has required response and completion times. The clock starts when a work order is dispatched.

Response time ends when the work order is started (using the IVR system). Completion time ends when the work order is

completed (using the IVR system). See response and completion time requirements below.

*5/20/14 - Revised P3 and P4 Response Times

Priority

Response

Time

Requirement

Completion

Time Requirement

Emergency (P1) Less than 4 hours Less than 8 hours

Urgent (P2) Less than 12 hours Less than 24 hours

Expedited (P3) Less than 7 Calendar Days Less than 9 Calendar Days

Non/urgent (P4) Less than 10 Calendar Days Less than 15 Calendar Days

Routine (P5) Less than 30 Calendar Days Less than 38 Calendar Days

Declining or Rejecting Work Orders

All URGENT P1 and P2 work orders should only be rejected or declined by calling the CBRE Help Desk at 866-512-7138. A phone call is required to immediately alert CBRE that an urgent work order will need to be re-dispatched. DO NOT "Reject" or "Decline" an urgent work order in the WON. The WON reject or decline options are only for low priority work orders (P3 to P5). Rejecting or Declining a work order in the WON will set a flag on that work order. Our help desk teams are reviewing all flagged work orders (in the order they are flagged) for status updates, NTE requests, etc. However, there could be as many as 300 flags at one time to review, so calling CBRE to alert them of the urgent P1 or P2 rejection will escalate the urgent re-dispatching requirement.

Emergency Work Orders


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• If your team members do not have tablets or PDAs your home office should be contacted to make any required updates in

the system. P1 Emergency work orders must be updated within WON to keep AT&T up to date of the work order status.

• For P1 Emergency WO’s, e-mails are sent out every 5 minutes and stops at 10 emails or once the work is accepted or

rejected. If not accepted within the hour, the automatic e-mails stop and work is reassigned.

• The afterhours contact information for dispatch on P1 and P2 Emergency should be updated within WON by logging into the

WON system and changing your profile information. Please make these changes every time there are any changes.

• All P1Emergency WO should have initial phone contact.

• Rejecting an Emergency WO: All P1 and P2 work orders should only be rejected or declined by calling 866-512-7138. A phone

call is required to immediately alert CBRE to re-dispatch the work order to another vendor. Pleases do not reject P1 or P2

work orders through the WON.

• For Emergency work orders requiring an NTE increase please call the AT&T Retail Helpdesk at 866-512-7138.

Due Date Extension Process


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All work orders require updates in the log note section regarding the current status of the work order. Pertinent updates would

include, adjustments to the ETA, parts on order, additional maintenance or issues found while on site and due date extensions. In

the event a service provider needs a work order extended beyond the targeted completion date, the service provider must submit

the request using the process below:

Work Order Requirements for Due Date Extension: Submit request before the WO is Past Due If due date extension is required for back ordered parts or an NTE increase then proof of tech being on site is required (Tech On Site Examples: IVR Check In, Smart Phone Check In, WON “Work Started” time stamp) Vendors Process: Enter NOTE with details behind due date extension Mention requested new due date Set Flag Continue with schedule work regardless if Due Date Extension is approved or not.

(the only time you should NOT continue with work is if an NTE increase is involved with completing the work) CBRE’s Process: Review all WO’s for set FLAGS Gather Due Date Extension info Transfer to AT&T Manager’s Due Date Extension Spreadsheet At end of day, submit all Due Date Extensions to ATT Manager Wait for reply from Manager (usually takes 24 to 48 hrs) Update WO with declined or approved and change date if approved Submit update to vendor

Examples of Reasons for Due Date Extension


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1. Parts on order-need to specify when the parts will be arriving and also an anticipated installation date.

2. Quote approval needed or in progress.

3. Work Order overdue when received.

4. Store Closure (work order received after store hours).

5. Scope of work requires more hours to complete than available in SLA when the request is submitted.

6. Other scenarios may warrant due date extension. Be as descriptive as possible for these items.

NOTE: Due date extensions will be declined if requested after the due date.

CBRE may request additional documentation to support your due date extension request.

(6/25/14) Please consistently add notes with status updates to all HVAC related WO’s

After pausing a work order, click on the Set Status dropdown and select “Set Flag”. This alerts the Facility Coordinator that action is

needed. Please see screens below:


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Set flag and include notes on details behind needing a due date extension. Please see screen short below:


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CHECKING IN and CHECKING OUT/IVR TOOL


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1. To begin work it is a requirement to check in and check out when starting and completing a work order. You can use the IVR tool, the Check In/Check Out app from your smart device, or have your back office log into the WON, update the work order status by choosing “Start” from the Set Status drop down. The IVR can be reached at 1-(855) 782-4327. For more information on using the Check In/Check Out Tool, please visit http://www.workordernetwork.com/cbre-att/

2. If the tech must leave the store before completion of the WO to obtain a part or pending NTE increase approval, the work

order should be paused by using the IVR or the Check-In/Check-Out tool.

NOTE: The IVR Check and Check Out time stamps will be used to validate labor hours on invoices.

NTE Process:

Non-Urgent NTE Increase Request

Quotes can only be submitted if the vendor has an open work order (NTE increases cannot be requested on completed WO’s)

If a work order is received and has a $0.00 NTE this signifies that the work order could be a re-call or the work is under warranty.

Before costs are incurred the vendor must follow the Urgent and Non-Urgent NTE process.

When exceeding the $500 NTE vendors must submit an NTE increase request through the WON before completing the work

order.

NTE Non-Urgent Procedure

1. Vendor submits a detailed quote request in the WON under the “Quote” section of the work order. Contracted rates must

be utilized for the details of the quote. Details must include, steps needed to make the repair , estimated number of hours,

http://www.workordernetwork.com/cbre-att/

http://www.workordernetwork.com/cbre-att/


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hourly labor rate(s), total labor, materials required with associated costs, travel charges, misc. charges, taxes, mark-ups and

total. Submitting the quote will automatically set a flag on the work order alerting CBRE/ATT that an NTE request is waiting

for review.

1a. The quote must be submitted in an invoice format based on the vendors contracted rates and pricing structure. Warranty information must also be included in the quote.

Quote Example: Comments: Found contactors & compressor burnt out – due to power surge. Suggest replacing outlet with power surge protection, replace compressor & contractors and burnt wires.

4 hrs 2 techs Labor @ $50 = $400

Heavy Duty Power Surge Protector/GF Outlet = $150 (1 yr warranty)

1 Compressor = $500 (5 yr warranty)

2 Contactors = $125 (1 yr warranty)

Wires, vanstock disposable parts $50

Trip Charge (5/19/14) $100

Trip Charge (5/29/14) $100

Mark Up (10%) $62.50

Tax $61.88

TOTAL: $1,569.38

*All labor is warrantied for 1 year, parts are warrantied for 6 mos. per manufacturer. 2. AT&T Property Manager reviews and approves or declines the NTE request.

3a. Approved – An email is sent to the vendor once the ATT manager has approved.


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Please update log notes with an ETA of when the work will be completed.

3b. Declined – An email is sent to the vendor. Please complete the work order with

detailed completion notes and submit your invoice for charges incurred (under the

$500 NTE).

4. If an additional increase is needed the vendor must contact the AT&T Retail helpdesk immediately (before continuing with

work) and request a revised NTE increase amount.

5. CBRE will re-open the quote (by using the rejected quote status). NOTE: Vendor will immediately receive a rejection email

which will pertain to the original NTE amount only. The vendor will need to resubmit a new detailed quote in WON. The

revised details must include the estimated number of hours, hourly labor rate(s), total labor, materials required with

associated costs, travel charges, misc. charges, taxes and total and related warranty time periods. Re-submitting the quote

will automatically set a flag on the work order alerting CBRE/ATT that an additional NTE request is waiting for review.

NOTE: An NTE increase cannot be requested prior to vendor responding to the location.

NOTE: If requesting an NTE increase on a warranty related work order, provide the details as to why the repairs are not related to the

warranty.

Urgent NTE Increase Request

For P1 and P2 work orders OR when a tech is on site and can complete repairs immediately without additional trips requiring an NTE

increase please call the AT&T Retail Helpdesk at 866-512-7138 with the details of the quote/NTE increase. CBRE will place the caller


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on hold and reach out to the client for verbal approval. After approval, the vendor must still submit the detailed quote in WON in

order to invoice.

Urgent NTE Increase Procedure

1. Vendor calls the helpdesk to ask for the NTE increase

2. Vendor will provide CBRE with a detailed quote. Contracted rates must be utilized for the details of the quote. Details

must include steps needed to make the repair, estimated number of hours, hourly labor rate(s), total labor, materials

required with associated costs, travel charges, misc. charges, taxes, mark-ups and total and all related warranty time

periods. Submitting the quote will automatically set a flag on the work order alerting CBRE/ATT that an NTE request is

waiting for review.

3. The CBRE will notate the work order with a description of what issues the vendor found, and what they are going to do to

resolve the issue

4. CBRE will place the vendor on hold and contact the AT&T PM to provide detailed information for approval. (Vendor wait

time greater than 60 minutes will not be approved for payment.)

5a. Approved - CBRE will advise the vendor, and enter a work order note stating the NTE

increase amount and which ATT Manager gave the approval.

5b. Declined – CBRE will inform the vendor the increase was declined. Vendor will

complete the work order in the WON with detailed completion notes and submit

invoice for charges incurred (under the current NTE).


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6. If approved, the vendor will still need to submit a quote by following the standard NTE Non-Urgent increase process in the

WON

7. The ATT Manager will go into the work order and confirm their approval.

NOTE: If an additional increase is needed the vendor must contact the AT&T Retail helpdesk immediately (before continuing with any

additional work) and request a revised NTE increase amount. CBRE will re-open the quote (by using the rejected quote status).

NOTE: Vendor will immediately receive a rejection email which will pertain to the original NTE amount only.

8. CBRE will place the vendor on hold and contact the AT&T PM to provide detailed information for approval. (Vendor wait

time greater than 60 minutes will not be approved for payment.)

9a. Approved - CBRE will advise the vendor, and enter a work order note stating the NTE

increase amount and which ATT Manager gave the approval.

9b. Declined – CBRE will inform the vendor the increase was declined. Vendor will

complete the work order in the WON with detailed completion notes and submit

invoice for charges incurred (under the first approved/current NTE).

10. If approved, the vendor will still need to submit a quote by following the standard NTE Non-Urgent increase process in the

WON

11. The ATT Manager will go into the work order and confirm their approval.


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Note: An NTE increase cannot be requested prior to vendor responding to the location.

Note: If requesting an NTE increase on a warranty related work order, provide the details as to why the repairs are not related to the

warranty.

Work Order Completion:

Once the work is completed, obtain a signature and ATTUID number from the store representative on the work order print out.

All work must be 100% completed before marking the work order complete in the WON

Vendors must provide detailed completion notes, including terms of warranty when completing a work order.

Re-Opening a Completed Work Order (6/25/14)

If a work order is closed in error, please notify CBRE immediately that the work order was closed in error and that it needs to be re-opened. Please remember, once a work order is closed, the synchronized communications between the WON and CBRE’s system will stop. In order to re-open a work order you will need to contact CBRE first to open the work order in their system and the you (the vendor) will need to re-open the work order in the WON as well. Once both systems have an “Open” status the synchronization of communications between the WON and CBRE’s system will be reinstated. Again, to re-open a work order vendors must….

1. Call CBRE @ 866-512-7138 and state why you need the work order re-opened, CBRE will re-open the work order

2. Re-Open the work order in the WON (Enter reason, and be sure to mention that you had CBRE open the WO in their system as well)


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Step by step instructions can be found in the WON Training Guide

After Hours Contact:

Please update your afterhours contact information in WON under “Public Profile.” Be sure to provide all phone numbers for after hour escalations. Main office voice mails need to include an after-hours emergency contact number. If CBRE does not have correct contact information, work orders will be redirected to another vendor.

Warranty Work Summary: When a vendor performs corrective repairs on a specific piece of equipment or discipline (ie: Locks, Doors, Plumbing) where the repair includes a warranty, the vendor is expected to notify CBRE of the details of the warranty (ie: labor and part manufactures warranty time period) CBRE will then load that warranty information into our database and work orders will be routed to the provider for that work type or asset during the warranty period. Vendors will be expected to respond to P1 and P2 urgent work orders regardless of warranty status. Warranty Work Details:

All work order completion notes and quotes for NTE increases must include the details of the related warranty time periods

All warranty related work orders will be set with an automatic $150.00 NTE to cover initial trip/assessment. However, if the job is determined to be 100% under warranty, the vendor will not be able to bill for their trip charge. Vendors are expected to respond to P1 and P2 urgent work orders regardless of the warranty status.


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Vendors will make an initial review of all warranty work orders. If a vendor can immediately determine that the requested repair is not a warranty related item, please contact the help desk at 1-866-512-7138 and provide a detailed explanation.

If approved, the NTE will be set to the $500 default.

Process If NTE Increase is Needed on Warranty Related Work Orders;

Follow the Urgent/Non-Urgent NTE Increase Process as outlined in this document.

In the description of the quote provide the details as to why the repairs are not related to the warranty along with the detailed steps needed to make the repairs.

The NTE increase will either be approved or declined as outlined in the Urgent / Non-Urgent NTE Increase Process

Process If the work order repairs are 100% warranty related and there are no incurred charges

Complete the work order in the system, add full completion notes (steps taken to make repairs), end the completion notes with “WARRANTY REPAIR – No Charges”

Submit a zero invoice.

How To Submit a Warranty Zero Invoice

1. COMPLETE the work order in the system


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a. Completion Notes should state the details of the repairs that and that it was under warranty with no charges incurred.

2. Choose the Invoice / Edit section of the work order

3. Enter Invoice # . Vendor can use whatever nomenclature they’d like .

4. In the MATERIALS Section Enter;

Description = “WARRANTY REPAIR – No Charges” Qty = 1 Rate = 0.00 (Zero)

5. Click Submit

6. Choose the following from drop down’s provided

Repair Category = Service Repair Code = Customer Request, Service Only, No Repair Needed Warranty Type = Service Warranty

AT&T Retail Vendor Performance

WON will automatically provide reports on vendor performance levels, work volume, response times, specific details

associated with work completion and invoicing.

CBRE will evaluate supplier performance and the following factors will be considered :


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o Customer Survey Responses

o Response times

o On time work order completion

o Work order communication

o Hours per work order

o Hourly rate

o Cost per work order

o Rework

o Adhering to CBRE Processes and Procedures

o Professionalism

6/25/ 14

Please Note: Vendors are held accountable for the work of their sub-contractors, therefore it is extremely important that your office

reviews not only the WO description, but also the NOTE section of each work order and relay this information to your sub-contractors

before dispatching a work order.

Invoicing and Conditions of Payment In an effort to ensure all invoices received are in compliance with the invoicing requirements, and to avoid delay of payment or

nonpayment of such invoice, all vendors must adhere to the following requirements going forward:


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1. The work order must be marked as complete within the WORK ORDER NETWORK (WON) including detailed completion notes, associated warranties, work category and repair code. (Please refer to the WON user manual for instructions.)The work order print out must be faxed or scanned and attached in the WON in order for the work order to be considered complete and the invoice to be reviewed and audited for payment. (The work order print out must be the first page of the fax or scan.)

2. All invoices must be submitted through the WON system. Invoices mailed or sent electronically to any other address will not

be processed.

3. All invoices must contain: a. Vendor name and complete remit to address (this is an automatic populated field in WON) b. Invoice date


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c. Work order number (this is an automatic populated field in WON) d. Detailed description in the completion notes section, along with associated warranty information (in WON) e. Invoice charges to be broken out as listed below:

i. Breakout of charges (labor, travel, materials plus applicable tax) ii. Lump sum invoicing per contractual rates only (Example PM flat rate)

iii. Labor rates must use predefined rates based on scope of work iv. Hours must be broken out into quarter hours. v. Sub-contractors rates must correspond with the Vendor rates on file

vi. All Materials must be itemized with markup broken out vii. Travel must be predefined rates only

1. If multiple trips are required be specific as to how many and why 2. Please be specific if using mileage

viii. Markup for materials must be added as a miscellaneous charge based on contract markup amount ix. Other miscellaneous charges can only be used for fees not covered under contracted rates and must be

accompanied by backup documentation or description

4. Invoices must be submitted within 60 days of work order completion.

5. Store Signature page of the work order MUST be filled out correctly and attached to the work order. The signature page requires an ATT employee signature, the UID of the ATT employee signing the form, and the date the job was completed.

a. After hours work performed with no store employee on site, still requires a signature b. No Store Signature: CBRE is not able to approve Invoices without a store signature. If a work order was completed

and a store signature was not obtained, providers will need to re-open the WO in WON enter a log note with a detailed explanation, as well send an email to [email protected] . The email will alert CBRE to review the “No Signature request”. CBRE will then submit the request to the ATT Manager for their review, approval or decline.



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c. Using the IVR system to check in and check out while on site. This will be used to validate labor hours.

NOTE: It would be in the vendors best interest to obtain a store signature every time a tech leaves the store. Vendors will be

required to attach the dated signature page from the last day the tech was on location. Please do not attach all the signature pages

if your tech made several visits and has several different signature pages. Only attach one signature page, which should be dated

and signed from the last day the tech was on site for that work order. (The last day on sit is not always the day the job was

completed. There are times when a tech will need to leave the site to obtain parts and an NTE increase. If the increase request is

denied, then the vendor can invoice for incurred charges but they will need to attach the signature page from the last day the tech

was on location.)

.

6. QUOTES: Quotes / NTE increase requests are handled in two ways. a. If the work order is specifically requesting a quote only, the NTE of the work order will be set at zero and the vendor

cannot submit charges unless otherwise stipulated in the work order description. b. If the work order was to complete a specific repair/request and an NTE increase was requested (quote)

i. The quote must be submitted in an invoice format based on the vendors contracted rates and pricing structure. Warranty information must be included in the quote. Quote Example: 2 hrs Labor @ $50 = $100 1 Compressor = $500 (5 yr warranty) 2 Contactors = $125 (1 yr warranty) Trip Charge (5/19/14) $100 Trip Charge (5/29/14) $100 Mark Up (10%) $62.50


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Tax $25

Total $1,012.50 *All labor is warrantied for 1 year, parts are warrantied for 6 mos. per manufacturer.

ii. If the quote is rejected the vendor can only charge for travel and troubleshooting labor (using contractual rates only)

7. Invoices not falling into the above guidelines will be placed into a “Disputed” status.

An email will be sent from the CBRE Corrigo work order system informing the vendor of the disputed item. Reminders will be

sent weekly from the CBRE / ATT Retail Finance department to ensure prompt resolution. The vendor must go into the work

order in WON, make corrections and “submit” the invoice again to clear the dispute.

8. After the invoice authorization process is complete: the invoice is exported to Accounting in batches. Each batch is reviewed

and sent to VCA for payment processing. The time frame from receipt of invoice to payment typically takes 30 days.

VCA Payment Authorizations expire in 90 days. Please ensure that you retrieve your payments and funds prior to expiration.

9. If a work order does not have any incurred charges

a. please complete the work order, enter completion notes what was done by vendors technician and why there are no

charges

b. Submit an invoice for $0 (zero) dollars under the materials section of the invoice: This will allow CBRE to close and

post the work order within the WON system. (See “How to Submit a Zero Invoice” located under the Warranty

section of this document)


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10. Please direct all invoicing and statement inquiries to [email protected]

THE FOLLOWING PAGES CONTAIN A STEP BY STEP PROCESS ON ENTERING AN INVOICE: Please refer to the Work Order Network Training

Guide for the WON detailed processes

Entering Rates

Click Add

Choose Rate type (Labor, Materials, Misc)

Enter description, number of hours, materials purchased, mark-up & travel charges.

Provide one line of labor for each separate day the tech was on location, starting the description with the date the tech was on site.



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If materials are included please provide a brief description of materials purchased and include warranty data. If materials description

exceeds space provided please add an additional materials line with qty 1 and zero dollars to continue with the description, or attach

a document with the details to the invoice using the “Add Attachment” feature on the work order.

Once complete with adding total number of labor hours, hourly labor rate, materials, warranty data, and miscellaneous invoice

items you then should click the “Tax” button to apply the appropriate tax. See below:


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Once invoice is detailed and store signature is attached, save and submit to complete invoicing process.


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NOTE: For Quick Book or Excel Spreadsheet Upload instructions for invoice entry, please contact Corrigo at

Toll Free 800-517-2705 or Toll Number 469-804-2081

Or email [email protected]

Vendors Compensation:

The preferred method of compensation chosen by AT&T Retail Services is the Virtual Credit Account (VCA) program. To receive

payment from CBRE all vendors must participate in the Virtual Credit Account (VCA) program.

Virtual Credit Account Participation & Information

To participate suppliers must:


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Have the capability to process a credit card payment. If (Vendor Name) is not currently set up to process credit card

payments then please contact your financial institution or credit card company for initial set up.

Provide a specified email address to CBRE as requested on the Vendor Profile form. This specified email address will receive

the payment notification from [email protected] that a payment has been authorized.

Below is the attached VCA Payment Introduction letter which is sent to all vendors as part of the CBRE Vendor introduction

and sign up process

VCA Vendor Letter docx.docx

The FIRST time (Vendor Name) receives an email from [email protected] you will be prompted to setup a

password. Follow the link within the email and provide the information to complete this process: Email address

First Name

Last Name

Create a Password

Confirm Password

Choose a Password reset question

The password you assign during this registration process will be linked to the specified payment email address. Each

payment email from [email protected] is a secure email which requires the password to retrieve the payment

details necessary to process the payment. These details include a 16 digit card number, card type, expiration date, security

code (CRV#), and billing address.

Please direct all payment and invoice related inquiries to:

[email protected]@cbre.com


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Invoice Remittance Information

Vendors receive payment notification from [email protected] via a secure email (see below for an example). These emails do not contain the invoice # but will reference the credit card number (Ref/Check#) within WON.

Below is an example of the notification of payment details from [email protected]

Transaction Amount: $660.00




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Account Number: 5550-555-555-5555

Exp Date: 12/13

CVC2: 218

Valid from: n/a UTC

Valid to: n/a UTC

Single or Multi Use: Multiple

Cardholder Name: ATT RETAIL CBRE WEST

Cardholder Address: 909 CHESTNUT ST

RM 29D03

SAINT LOUIS, MO 63101

USA

Description: VCA Payment 09/12/13

CostCode: Various

LeaseID: Various

WorkOrder: Various

VendorCode: 236986

VendorName: Eagle Energy


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InvoiceNo: Various

*Note, payment notification amount may cover multiple invoices. In order to determine which invoices are paid please follow the

steps below;

Invoice payment information is accessible through the work order network.

1. When an invoice is paid, the work order will move from Completed-Authorized to the “Completed-Paid” view.


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2. After selecting an invoice, you will see payment information on the right-hand side of the dialogue box.

3. The “Payment” field is a link. Clicking the link produces the following;


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To view the most recent paid invoices, click on the Paid Date column header. This will sort the paid data with the most recent paid invoices on top.

The credit card number will be listed in the Ref/Check# column.


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CBRE Vendor Contacts For the convenience of our vendors the CBRE Helpdesk is available 24 hours a day 7 days a week.

For all work order related questions a Customer Service Representative can be reached at

1-866-512-7138 or send an email to [email protected].

When a work order has been flagged, please wait 30 minutes prior to contacting the AT&T Retail helpdesk. (If you do not get a

response)

Note: CBRE/AT&T CSR’s can only close out 1 work order per phone call.

Accounting and invoice inquiries, please email.

[email protected]

Vendor Contract, rate inquiries, and Certificate of Insurance renewals, please email

[email protected]

Corrigo Support

Sales Support (connect, disconnect, upgrades) 866-326-7744

WON (Work Order Network Support 800-517-2705

<< End Vendor Resource Guide >>





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Revision Table

Date Author Description of Change Request By

9/25/13 EP Draft Vendor Resource Guide

1/14/2014 JM Updates

1/22/2014 JM-EP Updates

3/18/2014 EP Updates

5/20/14 Account Team

Priority 3 & 4 Response Time, Decline WO Process, NTE Process, Extended Due

Date Process, Performance Reviews, Communications, Warranty Process,

Conditions of Payment.

6/25/14 NM

HVAC SCOPE OF WORK (need to update notes) / NTE Quote Example updated

to include repair details / WO Process Flow (review notes not just WO

description before dispatching) / Due Date Extension Process (additional

detailed process). Re-Opening a work order process. / Corrigo Support phone

#’s /

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