VENDOR REQUIREMENTS AND EXPECTATIONS

Cornell Storefront Systems would like to thank you for partnering with us to service our commercial accounts. In order for service calls to run smoothly and to meet the high expectations of our Customers, CSS has high expectations of our Vendors. We are asking our vendors to abide by these expectations so that we can continue to service our Customers as they expect.

• Communication
  • ETA - When a call is dispatched, an ETA is established with each vendor. If you are going to miss your ETA, you must notify CSS immediately of this change. Unless CSS hears differently, we will expect you to arrive on site within the promised time frame.
  • Check-in/Check-out – All vendors must check in with the Store Manager upon arrival and again upon departure for each service trip. Vendors must also call CSS within 15 minutes of completion to update on the status of the call. (i.e. repairs complete, additional work needed, quote forthcoming)
  • General – No one likes to be bothered every 5 minutes for status updates. The more you keep us informed (i.e. ETA’s, NTE adjustments, completion times, addition work required) the less we will have to bother you for updates. In most cases this should mean one phone call when the job is complete, but if situations warrant as above, you must contact us and keep us informed.
• Documentation
  • Sign-offs – You must obtain the manager’s signature approving the work completed and the time spent on site for each trip to the store. Failure to do so will jeopardize our ability to invoice our Customer, and thus, jeopardize your ability to invoice CSS for the service work completed.
  • Photos – Pictures speak a thousand words. If there is damage on a door you are servicing, please take pictures and forward them to CSS. If a digital camera or camera enabled device (cell phones) are not available, please use a disposable camera.
• Invoices and Billing
  • All invoicing and back-ups should be sent to CSS within 48 hours of completion of service. Fax invoices to 1-800-421-2789 or email to This e-mail address is being protected from spambots. You need JavaScript enabled to view it . Under no circumstances will an invoice will be accepted after 28 days.
  • List all parts used and their individual cost on the invoice.
  • CSS will only pay for travel in one direction during normal business hours. We will not pay for travel after the tech leaves the job site. If the vendor feels that a certain store warrants travel time in both directions, this should be discussed at the time of dispatch.
• Quotes
  • CSS must return quotes to our Customers within 48-72 hours of initial service call. For that reason, vendors must return quotes to CSS within 24-36 hours of initial service call to allow for clarification and preparation.
  • **Unless otherwise notified: All jobs should be quoted and billed on a Time and Material basis Proposals should be submitted as not to exceed prices. You will be paid for all legitimate expenses and time, but we cannot pay for hours that are not worked.
• Purchase Orders: READ EACH PO IN ITS ENTIRETY EVERY TIME!!!
  • NTE: On each PO, an NTE will be listed breaking down labor, parts, trip charges, etc. Vendors must call Cornell prior to going over the NTE for authorization. Because our Customer requirements are very diverse, some repairs may be authorized immediately while others may have to have written proposals submitted.
  • Requirements: Customer specific requirements will be listed on every PO. Since our customers all have different requirements, it is important to read them on every PO.

Cornell Storefront Systems is available 24/7 through our 800#. A technician can call anytime for approvals, notification of delays, and to update their calls.

Any questions, please contact Vendor Relations. 800-882-6773 or This e-mail address is being protected from spambots. You need JavaScript enabled to view it