Service Specifications: 1. The contractor shall provide delivery and pick-up service three (3) days a week. a. Delivery and pick-up service shall take place between the hours of 9:00 a.m. and 12:00 p.m. Monday, Wednesday, and Friday. No delivery or pick-up service must take place on the weekend unless mutually agreed upon by MBMHI and the contractor. b. Emergency orders i. If an emergency order is needed, the emergency order shall be placed by MBMHI and shall be delivered with a delivery ticket. ii. Emergency order deliveries shall be made at a mutually agreed-upon time by the MBMHI and the contractor. c. Holiday service coverage shall be mutually agreed upon by MBMHI and the contractor. (Holidays are defined as official state holidays proclaimed by the Commissioner of the Department of Human Resources of the State of Tennessee which currently includes New Year’s Day, Martin Luther King Jr. Day, Presidents’ Day, Good Friday, Memorial Day, Juneteenth, Independence Day, Veterans Day, Thanksgiving and day after Thanksgiving, Christmas Eve, Christmas Day, and New Year’s Eve.) 2. Initial Start-up a. MBMHI shall provide an estimated quantity. b. The estimated item quantity must be determined by what is required for each linen closet, plus a three (3) day backup supply. 3. The contractor shall provide a three (3) day backup (reserve) supply of linen based on MBMHI’s normal daily item quantity usage. 4. After initial start-up, linen delivery order shall be submitted to the contractor using an electronic ordering system, an order form submitted to contractor via email, or other means of written communications. The placement of an order using telephone communication shall only be used in special circumstances. 5. The order placement deadline for next-day delivery shall be mutually agreed upon by MBMHI and the contractor. 6. The contractor shall be able to supply ordered products at no less than a ninety-nine percent (99%) fill rate on the entire order. The remaining one percent (1%) shall be filled and delivered within twenty-four (24) hours of the original order delivery. 7. Delivery shortages shall be documented on the corresponding delivery ticket by the driver and the MBMHI representative receiving the delivery shall also acknowledge the shortage by signing the delivery ticket and noting the shortage. 8. Estimated Weekly Usage – The number of items per bundle indicated below is the preferred quantity; however, the actual number of pieces per bundle shall be agreed upon by MBMHI and the contractor.
