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- i -

Table of

1 

1.1 

1.2 

2 

2.1 

2.2 

2.3 

2.3.1

2.3.2

2.4 

2.5 

2.6 

2.6.1

2.6.2

2.7 

2.7.1

2.7.2

2.8 

2.8.1

2.8.2

2.9 

2.9.1

2.9.2

3 

3.1 

3.2 

3.3 

4 

4.1 

4.2 

5  S

6  C

7  IV

7.1  M

Contents

Standards .

General Sta

Performanc

Work Order

IVR System

On-Demand

On-Demand

1  Accep

2  Rejec

Scheduled

Scheduled

On-Demand

1  Check

2  Check

Quotation S

1  Do No

2  Quote

Invoicing S

1  Invoic

2  Paym

Service Res

1  Respo

2  Emerg

Other Key I

Remote Dia

Parts and S

Internet Ca

Certificate o

Insurance R

Sample Cra

Service Provi

Cracker Barr

VR Call Tree

Main Menu

.....................

andards .......

ce Standard

r Manageme

m Requireme

d Request fo

d Request fo

pting On-De

ting On-Dem

Service Req

Service Req

d and Sched

king In 5 

king Out 5 

Standards ...

ot Exceed/D

e Submissio

tandards ....

cing Procedu

ents 7 

sponse Para

onse Parame

gency Requ

Items ..........

agnostics ....

Supplies .......

apability ......

of Insurance

Requiremen

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ider Score C

rel Service P

e 14 

14 

.....................

.....................

s ...................

ent Standar

ents ..............

or Service N

or Service R

mand Requ

mand Reque

quests Notifi

quest Respo

duled Servic

.....................

DNE 5 

n Criteria

.....................

ures 6 

ameters .......

eter Guideli

ests for Ser

.....................

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.....................

.....................

e ...................

ts .................

Certificate

Card Criteria

Provider Sign

......................

......................

......................

ds .................

......................

Notification ..

Response .....

est for Serv

est for Serv

ication .........

nse ..............

ce Technicia

......................

6 

......................

......................

nes (Norma

rvice (After

......................

......................

......................

......................

......................

......................

of Insuranc

a 12 

n-off Sheet

.....................

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vice 3 

ice 4 

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.....................

an Activity ...

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.....................

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al and Emer

Hours and W

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ce ..................

13 

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.....................

rgency calls

Weekends)

.....................

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s) 8 

8 

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.....................

....... 1 

....... 1 

....... 1 

....... 2 

....... 2 

....... 2 

....... 3 

....... 4 

....... 4 

....... 4 

....... 5 

....... 6 

....... 7 

....... 9 

....... 9 

....... 9 

....... 9 

..... 10 

..... 10 

..... 11 

- ii -

7.2  A

7.3  C

dvanced Mo

Check Out

ode 15 

16 

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Standards

General Service Prov

All Service Prvailable to C

All Service Prr get writtenattached).

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All products ahe location uocal guidelinocations resroperty bas

PerformanAll Service Pry email or f

week. After hours ce returned t

All Service PrAll technicianhe IVR when

most of the tot their cell or all emergme period (

Resolution shection 2.9. me there is

All services/rnd codes.

A call must bmmediately revent the S

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Standardsiders will coroviders wilCracker Barroviders wiln approval f

ns represent a uniform orts installed

ing alcohol oe behavior aiders must hiders must cand liquids upon complnes. serve the riged on emplo

nce Standroviders mufax and disp

calls not ansto the Facilirovider reprns must call n they arrivtime retailer phones). gency calls, (see table inhould be pro It is the Se a problem repairs must

be made to t for all issueService Prov

s omply with al adhere to rel and Facil carry insurfrom Cracke

ting the Serof the Servic by the Serv

or drugs, sleat Cracker Bhave licenseconduct a bidentified asetion of wor

ght to restrioyee past p

dards ust have thepatching tech

swered by atySource caresentatives into the Fae at the locars require th

techniciansn Section 2.ovided baseervice Providwith meetint conform to

the appropres that involvider from p

all terms andall OSHA gulitySource orance levelser Barrel on

rvice Providece Provider.vice Provide

eeping, verbBarrel locatioed techniciaackground cs toxic and/rk and must

ct contractoperformance

e capability ohnicians 24

dispatcher all center wis must checkcilitySourceation and behe Service P

s must arrive9.1) of reced on the Seder’s responng this criteo all local, s

riate coordinlve the possperforming t

d conditionsuidelines. Oor the locatis at the Crac any deviati

er must car

er must mee

bal or physions is strictns on staff check review/or hazardout be dispose

or employeee.

of receiving hours a day

(answeringthin 15 mink in and out

e fmPilot2 Wefore leavinProvider to u

e at the locaeiving the Reervice Responsibility to nria.

state, and fe

nator or on-sible loss of the work req

s of service OSHA reportion servicedcker Barrel sions from th

ry company

et UL standa

ical abuse, oly prohibitedwhere requw of all subcus are to beed of per fed

e access to C

Requests fy, seven (7)

g service, panutes. t with the lo

Work Order sng the locatiuse the loca

ation withinequest for Sonse Paramenotify Facility

ederal laws,

-call coordin sales or issquested.

agreementsts must be md upon requespecificationhe specificat

y identificati

ards or

or other d. ired by law.contractors

e removed frderal, state,

Cracker Bar

for Service () days per

ager, etc) m

ocation. system usinon. (Note:

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the expectService. eters detaileySource any

regulations

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2

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2.2

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IVR Systrvice Provid The PIN is

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are enterede will be ent PM.

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systembe plaProvidRequeFacilitpaym

b. Each detailsystemServicServicestab

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tem Requer will be ass needed to

rk Order nuany special

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workflow in S

and Requocation will m to handleaced directlyder directly.est for ServtySource caent. location willed descriptim by a Facice Provider ce Provider lished protoemand Requ Order numhours a Serl to accept oder is not abframes estadiately. Request foon should b

ssary. If a pocation direccation/Workder can use tySource ance Provider ution in the Invoice butt Order screece Provider gthening the

agement

uirementsssigned a PI log onto the

mber (WEB keys – i.e.

git number digits – i.e

Section 7 fo

uest for Sbe using the

e all of their y to FacilityS If a locatioice, the Serll center. T

l call all servion of the OlitySource r that there iwill receive

ocol (i.e. venuest for Serber. rvice Provideor reject an ble to addreblished in S

r Service is be attemptedphone solutictly using thk Order. If t the IVR sysd close-out closes out acomments ston. The Zeen. A Closein the eyes e business r

Standard

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B # or PM # #, *, etc.

– example . 01 for 1:0

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Service Ne FacilitySou service neeSource. Theon contacts rvice Providehis is critica

vice issues in-Demand

representativs a service the Requesndor portal,rvice’s will b

er must call On-Deman

ess the RequSection 2.9,

accepted, td over the pon might be

he number othe problemstem (option (Zero Invoa call this wsection of thero Invoice e-out (Zero I of Cracker relationship

ds

ed with the m.

- just the 6

021413 for 00 and the p

ple of IVR c

Notificatiource call ceneds. All Reqe location s a Service Per should dial for correc

into the FacRequest forve. Facilityneed at a pst for Servic e-mail, or t

begin with “W

l FacilitySoud Request fuest for Serv FacilitySour

the Service phone or if ae possible, ton the Requ

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IVR System

6-digit numb

February 1prompt will a

call tree. **

on nter or fmPiquest for Sehould not co

Provider direrect the loct billing and

cilitySource r Service is eySource will articular loc

ce/Work Ordtext messagWEB-” then

urce or use tfor Service. vice within trce must be

Provider dean on-site vthe Service est for Serv

over the pho check out) quest for Seportant to exder and theund at the bflects positivFacilitySourence level.

m for security

ber, etc.) m

4, 2013. Thask if this ti

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d timely

call center. entered into then notify cation. The der via a prege/pager). the numeri

the fmPilot2 If the Servthe resolutioe contacted

etermines if visit is Provider cavice one, the Seror call

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f. The S(ETA)upon ResolServicimpac

g. If an in wittelephthat dthe losystem

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Acceptia.

Service Prov. The ETA sby the locatution times ce Provider ct the Servicon-site visith the locatiohone systemday is compocation and tm.

and Requ When you

from Facilwork. If yreject the that an altto meet th

. Rejecting removed fpulls the RdispatchesService Prwhy you a

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below: i. Cli

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ccept buttonork Order.

designated C

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ary 14, 2013

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CompleteWork Oranother Proposalhas now Work Or Need Manew ETAdigit num(1) to up Follow-uthe followYou may

2.7

2.7.1 Request specified

technician shource fmPilo

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submitted

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- 8 -

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- 9 -

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- 10 -

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Co. OCS,

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- 11 -

4.2 S

Sample CCracker BBarrel Cerrtificate oof Insurannce

- 12 -

5 SPlease NCracker

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Providecard criteria

r Score are subject

Card Crt to change

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- 13 -

6 C Please p Type ofAfter HoRFS Non-EmfmPilot2AccountQuote DRFS Sta

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Providers, annd I

- 14 -

7 IV

7.1 M

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- 15 -

7.2 AAdvanceed Modee

- 16 -

7.3 C

Check OOut