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Account Management <br />Group's perception of responsiveness to Communication, <br />Issue Resolution, Meetings and Reporting. Group is <br />expected to provide feedback via a quarterly survey. If <br />feedback is not provided to each quarter's survey, the <br />assumption will be that the measure_was_ met. <br />Communication <br />Response to telephone messages and e-mails provided <br />within one (1) business day. <br />Issue Resolution <br />Acknowledges issues within one (1) business day and <br />resolve them in a timely manner. Resolution timeframe will <br />be determined jointly between Account and Account <br />Manager on a case-by-case basis <br />Meetings <br />Conduct status/review meetings at mutually agreed upon <br />appointments <br />Reporting <br />Provide timely and accurate account specific reports as <br />requested <br />A TRUE COPY <br />CERTIFICATION ON LAST PAGE <br />RYAN L. BUTLER, CLERK <br />If annual score is: <br />100+ <br />80-99 <br />< 80 <br />0% <br />1% <br />2% <br />40 pts = Exceeds Expectations <br />30 pts = Meets Expectations <br />20 pts = Less than Expectations <br />10 pts — Siqnificantly less than Expectations <br />40 pts = Exceeds Expectations <br />30 pts = Meets Expectations <br />20 pts = Less than Expectations <br />10 pts — Significantly less than Expectations <br />40 pts = Exceeds Expectations <br />30 pts = Meets Expectations <br />20 pts = Less than Expectations <br />10 pts — Significantly less_ than Expectations <br />40 pts = Exceeds Expectations <br />30 pts = Meets Expectations <br />20 pts = Less than Expectations <br />10 pts — Significantly less than Expectations <br />Total Percent at Risk of proposed ASO fee not to exceed a maximum payout of 10% <br />27 <br />