CBREServicingAT&TRetailStores

Global Corporate Service

GCS Facilities Management
RESOURCE GUIDE
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Table of Contents
AT&T RETAIL GENERAL SUPPORT INFORMATION.............................................................................................3
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...................................................................................................................15
CHECKING IN/IVR TOOL..................................................................................................................................19
NTE PROCESS...............................................................................................................................................19
VENDOR COMMUNICATIONS...........................................................................................................................24
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
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AT&T RETAIL GENERAL SUPPORT INFORMATION

AT&TRetailFacilitiesHelpDesk:18665127138
Email:ATTRetail@cbre.com

PortfolioInformation:
CBREwillberesponsibleforprovidingfacilitiesmaintenance,callcenteroperationsandworkordermanagementservicesforapproximately2,200AT&Tretail
store,kiosk,andDevicesSupportCenter(DSC)locationsthroughouttheUnitedStatesandPuertoRico.
AT&TMobilityCorporateRealEstateisorganizedintofourrealestateregions:
NortheastRegionConnecticut,DistrictofColumbia,Delaware,Indiana,Massachusetts,Maryland,Maine,Michigan,New
Hampshire,NewJersey,NewYork,Ohio,Pennsylvania,RhodeIsland,Virginia,Vermont,WestVirginia
SoutheastRegionAlabama,Florida,Georgia,Kentucky,Louisiana,Mississippi,NorthCarolina,PuertoRico,SouthCarolina,Virginia,
VirginIslands,WestVirginia
CentralRegionArkansas,Iowa,Illinois,Kansas,Minnesota,Missouri,NorthDakota,Nebraska,NewMexico,Oklahoma,South
Dakota,Texas,Wisconsin
WestRegionAlaska,Arizona,California,Colorado,Hawaii,Idaho,Montana,Nebraska,NewMexico,Nevada,Oregon,Utah,
Washington,Wyoming


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Overview

CBREenteredintoanagreementwithAT&TRetailServicestoprovidefacilitymanagementsupportservicestodesignatedretaillocations.ServiceProvidersare
arequirementtosupplementthisprogram.EachserviceproviderisrequiredtobesetupwithWorkOrderNetworkpoweredbyCorrigotoreceiveworkorders
fromCBRE.ItisrequiredthatvendorsrespondtoourworkorderswithinthespecifiedresponsetimesprovidedandupdatetheWorkOrderNetworksystemin
atimelymanner.
Ourgoalisforallsupportingserviceproviderstoprovidethebestpossibleserviceandcompetitiverates.Exemplaryperformancefromeachserviceprovideris
akeyfactorinthesuccessofAT&TRetailServiceandCBRE,Inc.
Insurance Requirements & Vendor Set Up
InanefforttostrengthenCBREsriskmanagementprogramandensurethatweareincompliancewithfederallymandated
lawsandregulations,CBREhaspartneredwithGlobalRiskManagementSolutions(GRMS),aSupplierScreeningand
CertificateofInsurancetrackingandmanagementprovider.
GRMSischeckingforthefollowingitems:
Certificate(s)ofInsurance
Liens,Bankruptcies,Litigations
DisadvantagedBusinessCertificationSearch
BusinessSecuritySearch
W9TaxFormCollection&Verification
SampleInvoice
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PleasecontacttheGRMSSupportCenterwithanyquestionsregardingthescreeningandinsurancerequirementsat
http://support.globalrms.comor8776162739.

Insurance Limit Requirements

Coverage:
GeneralLiabilityLimits $1,000,000EachOccurrence
$1,000,000Personal&AdvInjury
$2,000,000GeneralAggregate
$2,000,000ProductCompletedOpsAggregate

AutoLiabilityLimits $1,000,000AllOwned,HiredandNonOwnedAutos
UmbrellaLiabilityLimits $1,000,000EachOccurrence
WorkersCompensationStatutoryLimits$500,000EachAccident
$500,000EachDisease
$500,000DiseasePolicyLimit

Additional Insurance Language
CBREInc.,AT&TServices,Inc.andtheirrespectiveaffiliates,officersandemployeesmustbeaddedasAdditionalInsured'son
GeneralLiabilitypolicy.
AwaiverofSubrogationinfavorofCBREInc.,AT&TServices,Inc.,andtheirrespectiveaffiliates,officersandemployees
underGeneralandWorkersCompensationpolicies.
InsurermusthaveanA/MBestratingofAandFSCClassVIIorhigher.

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Vendor Documentation Requirements and Importance of Documents

ThefollowingrequesteddocumentsarerequiredtoensureCBRE/AT&TRetailareincompliancewithallfederalmandatedlaws
andregulations.ProvidingthesedocumentsprovidesCBREwithaccuratevendorinformation.
Certificate(s)ofInsuranceincludingEndorsementstoensureallvendorsareincompliancewithourclientsinsurance
requirements.
W9toensurethecorrectEINnumberisrecorded.
SampleZeroDollarInvoicetoensureanycorrespondencesaresubmittedtotheappropriateaddress.
MinorityBusinessCertification{ifapplicable}forfinancialreporting.
VendorProfileFormtoensurealldepartmentcontactinformation,scopesofworkandareascoveredareenteredcorrectly
intooursystem.
VendorRateCardtoensureratesareagreeduponandenteredcorrectlyinoursystem.
VendorResourceGuideAcknowledgementtoacknowledgevendorsacceptanceoftheCBREworkorderguidelines.
NonDisclosureAgreementtodocumentCBREstermsofnondisclosure.
SignedContracttodocumentagreementbetweenourtwocompanies.

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Belowareexamplesoftherequireddocumentsforyourreview.

COIRequirements: Insurancerequirementsandsamplesofeachdocument
Certificate of
Insurance Requiremen

Endorsement CG 20
10 07 04

Endorsement CG 20
10 11 85

Endorsement CG 20
37 07 04

W9:Taxformcollectionandbusinessnameverification
W-9

VendorProfile:DocumentrequiredbyCBREtoensurethecorrectvendorinformationisonrecord.
Vendor Profile
Updated v.3 5-22-15

RateCard:Providesdetailsaboutratesthevendorwillbechargingforspecificservicesprovidetoourclient.

Rate Card Corrective

Services 5-22-14.xlsx

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

Vendorswillprimarilyberesponsibleforcorrectiveworkorders.Belowisabriefdescriptionofcommonworkorderissues.
CarpentryHangortakedowncorkboards,bulletinsboards,whiteboards,nonelectricalsignage,nonpreciousart,
etc.(doesnotincludelargebannersorposters),repair,adjustorreplacementofinstalledcabinethardware.
CarpetEmergencysafetyrepairstodefectivecarpetseams.Replacecarpettiles.
CeilingtilesReplacedefectiveorstainedceiling.Iftheceilingtilesarewaterdamagedthevendorshouldinvestigateto
determinewherethesourceofthewater.Ifitisdeterminedthatthewaterdamageistheresultofaroofleakthe
vendorshouldimmediatelycontacttheCBREhelpdesk.Ifitisdeterminedthatthewaterdamageistheresultofa
plumbingorHVACissuethatiswithinthescopeandcapabilitiesofthevendorandwithintheNTE,repairsshouldbe
made
Batteryreplacementinkeypadsanddoormechanisms;repair,adjustmentandreplacementofinteriorlocksand
hardware(providednospecialprogrammingisinvolved)
DoorsInteriordoors,weatherstripping(excludedifintegraltodoorrequiringdoorvendortorepairorreplace),door
hardwaretoincludedoorlocks,cabinetlocks,padlocks,standaloneelectronickeypadlocks,electronickeypadbatteries,
exitdevices,alarmedexitdevices,doorclosures,hinges,andassociatedmiscellaneousdoorhardware.Thisservicedoes
notincludethereplacementofkeycontroldevices,lockcoresandkeys,orkeyswitches
ElectricalLightfixtures,receptacles,andrepairandadjustinteriorlockinghardwareandbuzzers,timeclocks,etc.
Generalelectricaltestingandinspection
EmergenciesIntheeventofanemergencyornaturaldisaster,(i.e.tornado,hurricane,sandstorm,etc.)vendorwill
supportstabilizationandresolutionoftheemergency,regardlessofworktype
FloortilesReattachorreplacedisplacedfloortiles.Replacefloortiles,vinylorcarpettiles(limitedbasis,ifmorethan
five{5}CBREshouldbecontacted.)
FireextinguishersVerifyfireextinguisherinplacewithupdatedannualcertificate(onmonthlysurvey).
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FixturesInstallormovesalesfixtureswhererelocations.Minorrepairstosalesfixtures(dooradjust,hinges,locksets,
guides,keyboardtrays,etc.).
FurnitureMinorrepairstofurniture(dooradjustment,hinges,locksets,guides,keyboardtrays,etc.)
Gate/ShuttersAdjustrollinggate/shuttersorslidingdoorsthatarenotunderwarranty.AT&TPropertyManagerwill
providewarrantyinformation
HVACHVAC,toohot,toocold,leaks,indoorairquality(odorsorsmells)HVACreplacements,preventative
maintenance,quarterly
LightsandballastsReplaceinteriorandexteriorupto16(includeswalkwaylightsandexteriorwalllights),emergency
lights,testandrepairlightingcontrolsandphotocells)(doesnotincludereplacing/repairingparkinglot(pole)lights)
PlumbingRestroomfixtures(repair,adjustorreplaceinstalledrestroomhardware),trims,waterheaters,kitchen(leaks
andcloggeddrains)andcloggedtoilets{upto25}
RoofEnsurethattheroofisfreeofdebris,allroofstormandoverflowdrainsarecleanandfreetoflowwithno
obstructionspresent.Performminorrepairstotherooforflashingtopreventongoingdegradationforleasesthatarethe
responsibilityofAT&T,Performemergencyroofrepairstostopleaksuntilpermanentrepairscanbemade.
WallsMinorinteriorrepairs,baseboards,vinylbase,reattachwallvinyl,etc..
WindowsRepairandadjustwindowhardware.
Inspections:
SiteInspections(performedannually)
RoofSystems
ParkingLots
Signage
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Vendorswhoareresponsibleforreoccurringworkorderswillreceiveadetaileddescriptionofscopeofworkaspartoftheir
contract.Thisshallincludebutnotlimitedtothefollowing:
Janitorial
Landscaping
PestControl
FireExtinguisher

Work Order Process Flow

Thefollowingdescribestheprocessflowofastandardworkorder,refertothespecialtysectionsofthisdocumentforspecific
proceduralrequirements.
1. CBREorATTcreatesaworkorderinCBREsworkordersystem
2. Vendorreceivesaworkorderandisalertedviaemail
3. VendoracceptsordeclinesworkorderbyreplyingtotheemailAcceptorupdatingtheWorkOrderNetwork(WON)
-The following steps are followed after a vendor accepts a work order-
4. VendorupdatestheworkorderinWONwithestimatedtimeofarrival
5. VendordispatchestheirtechnicianandsupplieshimwithacopyoftheCBREworkorderticketorprovidesthetechwiththe
requiredIVRphonenumberandcodesfoundontheCBREworkorder.
6. VendorstechnicianarrivesonsiteandChecksinusingtheIVRsystem
7. Vendorstechniciantroubleshootsanddeterminesifrepairswillbemorethanthe$500NotToExceedcostlimitlocatedon
theCBREworkorder.
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o Ifrepairsaregoingtobemorethan$500CBREmustbenotifiedbeforethetechniciancancontinuewiththerepair.
RefertoNTEProcesslocatedwithinthisdocument
NOTE:ThetechnicianmustPAUSEtheworkticketusingtheIVRsystemifheneedstoreturnatalaterdatewithparts.
o Ifonsiteperformingpreventativemaintenance,additionalrepairsarefound/neededoutsidethescopeoftheinitial
workorder,pleasecallthehelpdeskat18665127138tohaveachildworkordercreated.
NOTE:Vendorsmusthavepriorapprovalbeforeperformingadditionalwork.Allcorrectiverepairsmusthaveaseparateworkorderandcannotbe
combinedonapreventativemaintenanceworkorder.Additionalrepaircoststhatareaddedtopreventativemaintenanceworkorders/invoices
willnotbeprocessed.

8. IfrepairsareUNDER$500,thevendorstechniciancompletesallrepairs
9. VendorstechnicianhasanATTstoreemployeesign,date,andprovideemployeeIDontheCBREworkorder,oronthe
vendorsworkticket,asconfirmationthattheworkwascompleted.
NOTE:Invoicessubmittedforworkorderswithoutastoreemployeesignaturewillnotbe
processed.Thetechnicianshouldobtainastoreemployeesignature,date,employeeID#,every
timetheyleavethesite.Thiswillactasaconfirmationthatthetechwasthere,andplannedto
return.

10. VendorstechnicianChecksOutofworkorderusingtheIVRsystem.
NOTE:Theworkorderismarkedcompleteatthistime.
ThevendorsofficewillstillneedtogointotheWONandenterdetailedcompletionnotes.(IftechdoesnothaveaPDAtoenterthenotes
himself)
11. VendorsofficefaxesthesignedCBREworkticketto8004768004
o Ifvendordoesnothaveafaxmachine,signaturepagescanbemanuallyattachedtotheworkorderusingtheAttach
AddfeatureintheWON.
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NOTE:Whenfaxing,thebarcodeontheCBREworkticketisscannedandautomaticallyattachedtotheworkorder.Ifyouhaveastore
signatureonyourcompanyworkticket,simplyplacethatbehindtheCBREworkorderticket.AnypagesimmediatelybehindtheCBREticket
willalsobescannedandattachedtotheworkorder.

12. Vendorenterstheworkorderinvoiceinformation,charges,taxesandrepaircodesusingtheInvoicingEditfeatureinthe
WON,andclicksSUBMITtocompletetheinvoice.(SeeConditionsofPaymentsectionlocatedwithinthisdocument)
13. CBREsAuditorswillreviewallinvoicesinaSubmittedstatusandeitherAuthorizeorDisputetheinvoicebasedonthe
conditionsofpaymentrequirements.PleaserefertotheConditionsofPaymentsectionlocatedwithinthisdocument.
14. AuthorizedinvoicesaresenttoATTsvirtualcreditcardaccountforprocessing.
15. Vendorsreceivespaymentinformationviaasecureemailfromincontrol@mastercard.com
Thepaymentemailissenttothevendorspreviouslyspecifiedemailaddress.(SubmittedtoCBREviatheVendorProfile
Form).
NOTE:Theemailwillcontainaunique16digitMasterCardnumber,expirationdateandCVSnumber
Thepaymentcouldbeinonelumpsumcoveringmultipleinvoices
16. Vendorprocessesthecreditcardpaymentwithin90daysofreceiptoftheemailnotification.
17. VendorreviewstheCompletedPaidworkordersintheWON,sortsthedatabyPaidDatetoreconcilepayments.

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WON Database & Work Order Response Expectations

EachtimeaworkorderisdispatchedfromCBRE,itwillbedispatchedwithaPriority.Theprioritycodeisindicatedonthetoprightof
theworkorderemail.Eachpriorityhasrequiredresponseandcompletiontimes.Theclockstartswhenaworkorderisdispatched.
Responsetimeendswhentheworkorderisstarted(usingtheIVRsystem).Completiontimeendswhentheworkorderis
completed(usingtheIVRsystem).Seeresponseandcompletiontimerequirementsbelow.
*5/20/14RevisedP3andP4ResponseTimes
Priority
Response
Time
Requirement
Completion
Time Requirement
Emergency(P1) Lessthan4hours Lessthan8hours
Urgent(P2) Lessthan12hours Lessthan24hours
Expedited(P3) Lessthan7CalendarDays Lessthan9CalendarDays
Non/urgent(P4) Lessthan10CalendarDays Lessthan15CalendarDays
Routine(P5) Lessthan30CalendarDays Lessthan38CalendarDays

Declining or Rejecting Work Orders
AllURGENTP1andP2workordersshouldonlyberejectedordeclinedbycallingtheCBREHelpDeskat8665127138.Aphonecall
isrequiredtoimmediatelyalertCBREthatanurgentworkorderwillneedtoberedispatched.DONOT"Reject"or"Decline"an
urgentworkorderintheWON.TheWONrejectordeclineoptionsareonlyforlowpriorityworkorders(P3toP5).Rejectingor
DecliningaworkorderintheWONwillsetaflagonthatworkorder.Ourhelpdeskteamsarereviewingallflaggedworkorders(in
theordertheyareflagged)forstatusupdates,NTErequests,etc.However,therecouldbeasmanyas300flagsatonetimeto
review,socallingCBREtoalertthemoftheurgentP1orP2rejectionwillescalatetheurgentredispatchingrequirement.
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Emergency Work Orders

IfyourteammembersdonothavetabletsorPDAsyourhomeofficeshouldbecontactedtomakeanyrequiredupdatesin
thesystem.P1EmergencyworkordersmustbeupdatedwithinWONtokeepAT&Tuptodateoftheworkorderstatus.
ForP1EmergencyWOs,emailsaresentoutevery5minutesandstopsat10emailsoroncetheworkisacceptedor
rejected.Ifnotacceptedwithinthehour,theautomaticemailsstopandworkisreassigned.
TheafterhourscontactinformationfordispatchonP1andP2EmergencyshouldbeupdatedwithinWONbyloggingintothe
WONsystemandchangingyourprofileinformation.Pleasemakethesechangeseverytimethereareanychanges.
AllP1EmergencyWOshouldhaveinitialphonecontact.
RejectinganEmergencyWO:AllP1andP2workordersshouldonlyberejectedordeclinedbycalling8665127138.Aphone
callisrequiredtoimmediatelyalertCBREtoredispatchtheworkordertoanothervendor.PleasesdonotrejectP1orP2
workordersthroughtheWON.
ForEmergencyworkordersrequiringanNTEincreasepleasecalltheAT&TRetailHelpdeskat8665127138.










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Due Date Extension Process

Allworkordersrequireupdatesinthelognotesectionregardingthecurrentstatusoftheworkorder.Pertinentupdateswould
include,adjustmentstotheETA,partsonorder,additionalmaintenanceorissuesfoundwhileonsiteandduedateextensions.In
theeventaserviceproviderneedsaworkorderextendedbeyondthetargetedcompletiondate,theserviceprovidermustsubmit
therequestusingtheprocessbelow:
VendorwillplacetheworkorderonpauseusingtheIVRsystemorintheWON.

VendorwillSetaFLAGintheWONwithdetailsand/orreasonforaduedateextension.Provideasmuchinformationas
possiblewhenrequestingaduedateextension.

Examples:

1. Partsonorderneedtospecifywhenthepartswillbearrivingandalsoananticipatedinstallationdate.

2. Quoteapprovalneededorinprogress.

3. WorkOrderoverduewhenreceived.

4. StoreClosure(workorderreceivedafterstorehours).

5. ScopeofworkrequiresmorehourstocompletethanavailableinSLAwhentherequestissubmitted.

6. Otherscenariosmaywarrantduedateextension.Beasdescriptiveaspossiblefortheseitems.

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CBREwillbealertedindispatchboardbyaflagnotedontheworkorder.

CBREwillreviewrequestandsubmittoAT&Tforapproval.

Ifapprovalisreceived,CBREwilladjusttheduedateinthesystemandnotifythevendor.

NOTE:Duedateextensionswillbedeclinedifrequestedaftertheduedate.
CBREmayrequestadditionaldocumentationtosupportyourduedateextensionrequest.

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Afterpausingaworkorder,clickontheSetStatusdropdownandselectSetFlag.ThisalertstheFacilityCoordinatorthatactionis
needed.Pleaseseescreensbelow:

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Setflagandincludenotesondetailsbehindneedingaduedateextension.Pleaseseescreenshortbelow:

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CHECKING IN and CHECKING OUT/IVR TOOL

1. Tobeginworkitisarequirementtocheckinandcheckoutwhenstartingandcompletingaworkorder.YoucanusetheIVR
tool,theCheckIn/CheckOutappfromyoursmartdevice,orhaveyourbackofficelogintotheWON,updatetheworkorder
statusbychoosingStartfromtheSetStatusdropdown.TheIVRcanbereachedat18559334019.Formoreinformation
onusingtheCheckIn/CheckOutTool,pleasevisithttp://www.workordernetwork.com/cbreatt/

2. IfthetechmustleavethestorebeforecompletionoftheWOtoobtainapartorpendingNTEincreaseapproval,thework
ordershouldbepausedbyusingtheIVRortheCheckIn/CheckOuttool.

NOTE:TheIVRCheckandCheckOuttimestampswillbeusedtovalidatelaborhoursoninvoices.



NTE Process:

NonUrgentNTEIncreaseRequest
Quotescanonlybesubmittedifthevendorhasanopenworkorder(NTEincreasescannotberequestedoncompletedWOs)
Ifaworkorderisreceivedandhasa$0.00NTEthissignifiesthattheworkordercouldbearecallortheworkisunderwarranty.
BeforecostsareincurredthevendormustfollowtheUrgentandNonUrgentNTEprocess.
Whenexceedingthe$500NTEvendorsmustsubmitanNTEincreaserequestthroughtheWONbeforecompletingthework
order.

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NTENonUrgentProcedure

1. VendorsubmitsadetailedquoterequestintheWONundertheQuotesectionoftheworkorder.Contractedratesmust
beutilizedforthedetailsofthequote.Detailsmustinclude,stepsneededtomaketherepair,estimatednumberofhours,
hourlylaborrate(s),totallabor,materialsrequiredwithassociatedcosts,travelcharges,misc.charges,taxes,markupsand
total.SubmittingthequotewillautomaticallysetaflagontheworkorderalertingCBRE/ATTthatanNTErequestiswaiting
forreview.
1a.Thequotemustbesubmittedinaninvoiceformatbasedonthevendorscontractedratesandpricingstructure.
Warrantyinformationmustalsobeincludedinthequote.
QuoteExample:
2hrsLabor@$50=$100
1Compressor=$500(5yrwarranty)
2Contactors=$125(1yrwarranty)
TripCharge(5/19/14)$100
TripCharge(5/29/14)$100
MarkUp(10%)$62.50
Tax$25
Total$1,012.50
*Alllaboriswarrantiedfor1year,partsarewarrantiedfor6mos.permanufacturer.

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2. AT&TPropertyManagerreviewsandapprovesordeclinestheNTErequest.

3a.ApprovedAnemailissenttothevendoroncetheATTmanagerhasapproved.
PleaseupdatelognoteswithanETAofwhentheworkwillbecompleted.

3b.DeclinedAnemailissenttothevendor.Pleasecompletetheworkorderwith
detailedcompletionnotesandsubmityourinvoiceforchargesincurred(underthe
$500NTE).

4. IfanadditionalincreaseisneededthevendormustcontacttheAT&TRetailhelpdeskimmediately(beforecontinuingwith
work)andrequestarevisedNTEincreaseamount.

5. CBREwillreopenthequote(byusingtherejectedquotestatus).NOTE:Vendorwillimmediatelyreceivearejectionemail
whichwillpertaintotheoriginalNTEamountonly.ThevendorwillneedtoresubmitanewdetailedquoteinWON.The
reviseddetailsmustincludetheestimatednumberofhours,hourlylaborrate(s),totallabor,materialsrequiredwith
associatedcosts,travelcharges,misc.charges,taxesandtotalandrelatedwarrantytimeperiods.Resubmittingthequote
willautomaticallysetaflagontheworkorderalertingCBRE/ATTthatanadditionalNTErequestiswaitingforreview.
NOTE:AnNTEincreasecannotberequestedpriortovendorrespondingtothelocation.
NOTE:IfrequestinganNTEincreaseonawarrantyrelatedworkorder,providethedetailsastowhytherepairsarenotrelatedtothe
warranty.

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UrgentNTEIncreaseRequest
ForP1andP2workordersORwhenatechisonsiteandcancompleterepairsimmediatelywithoutadditionaltripsrequiringanNTE
increasepleasecalltheAT&TRetailHelpdeskat8665127138withthedetailsofthequote/NTEincrease.CBREwillplacethecaller
onholdandreachouttotheclientforverbalapproval.Afterapproval,thevendormuststillsubmitthedetailedquoteinWONin
ordertoinvoice.

UrgentNTEIncreaseProcedure
1. VendorcallsthehelpdesktoaskfortheNTEincrease

2. VendorwillprovideCBREwithadetailedquote.Contractedratesmustbeutilizedforthedetailsofthequote.Details
mustincludestepsneededtomaketherepair,estimatednumberofhours,hourlylaborrate(s),totallabor,materials
requiredwithassociatedcosts,travelcharges,misc.charges,taxes,markupsandtotalandallrelatedwarrantytime
periods.SubmittingthequotewillautomaticallysetaflagontheworkorderalertingCBRE/ATTthatanNTErequestis
waitingforreview.
3. TheCBREwillnotatetheworkorderwithadescriptionofwhatissuesthevendorfound,andwhattheyaregoingtodoto
resolvetheissue

4. CBREwillplacethevendoronholdandcontacttheAT&TPMtoprovidedetailedinformationforapproval.(Vendorwait
timegreaterthan60minuteswillnotbeapprovedforpayment.)

5a.ApprovedCBREwilladvisethevendor,andenteraworkordernotestatingtheNTE
increaseamountandwhichATTManagergavetheapproval.
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5b.DeclinedCBREwillinformthevendortheincreasewasdeclined.Vendorwill
completetheworkorderintheWONwithdetailedcompletionnotesandsubmit
invoiceforchargesincurred(underthecurrentNTE).

6. Ifapproved,thevendorwillstillneedtosubmitaquotebyfollowingthestandardNTENonUrgentincreaseprocessinthe
WON

7. TheATTManagerwillgointotheworkorderandconfirmtheirapproval.
NOTE:IfanadditionalincreaseisneededthevendormustcontacttheAT&TRetailhelpdeskimmediately(beforecontinuingwithany
additionalwork)andrequestarevisedNTEincreaseamount.CBREwillreopenthequote(byusingtherejectedquotestatus).
NOTE:VendorwillimmediatelyreceivearejectionemailwhichwillpertaintotheoriginalNTEamountonly.

8. CBREwillplacethevendoronholdandcontacttheAT&TPMtoprovidedetailedinformationforapproval.(Vendorwait
timegreaterthan60minuteswillnotbeapprovedforpayment.)

9a.ApprovedCBREwilladvisethevendor,andenteraworkordernotestatingtheNTE
increaseamountandwhichATTManagergavetheapproval.

9b.DeclinedCBREwillinformthevendortheincreasewasdeclined.Vendorwill
completetheworkorderintheWONwithdetailedcompletionnotesandsubmit
invoiceforchargesincurred(under the first approved/current NTE).

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10. Ifapproved,thevendorwillstillneedtosubmitaquotebyfollowingthestandardNTENonUrgentincreaseprocessinthe
WON

11. TheATTManagerwillgointotheworkorderandconfirmtheirapproval.
Note:AnNTEincreasecannotberequestedpriortovendorrespondingtothelocation.
Note:IfrequestinganNTEincreaseonawarrantyrelatedworkorder,providethedetailsastowhytherepairsarenotrelatedtothe
warranty.
Vendor Communications:
CBRErealizesthatdirectcommunicationsbetweenvendorsandATTwilltakeplacefromtimetotime.Itisextremelyimportant
thatCBREisincludedinallcommunicationsrelatingtoaCBREworkorder.PleasecopyyourCBREATTRetailVendorRegional
FacilityCoordinatoronallCBREworkorderrelatedcommunicationsbetweenyourcompanyandATT.TheFacilityCoordinatorwill
review,notetheworkorderandcopyCBREmanagementifapplicable.

Work Order Completion:
Oncetheworkiscompleted,obtainasignatureandATTUIDnumberfromthestorerepresentativeontheworkorder
printout.

Allworkmustbe100%completedbeforemarkingtheworkordercompleteintheWON

Vendorsmustprovidedetailedcompletionnotes,includingtermsofwarrantywhencompletingaworkorder.

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After Hours Contact:

PleaseupdateyourafterhourscontactinformationinWONunderPublicProfile.Besuretoprovideallphonenumbersforafter
hourescalations.Mainofficevoicemailsneedtoincludeanafterhoursemergencycontactnumber.IfCBREdoesnothavecorrect
contactinformation,workorderswillberedirectedtoanothervendor.

Warranty Work
Summary:
Whenavendorperformscorrectiverepairsonaspecificpieceofequipmentordiscipline(ie:Locks,Doors,Plumbing)wherethe
repairincludesawarranty,thevendorisexpectedtonotifyCBREofthedetailsofthewarranty(ie:laborandpartmanufactures
warrantytimeperiod)CBREwillthenloadthatwarrantyinformationintoourdatabaseandworkorderswillberoutedtothe
providerforthatworktypeorassetduringthewarrantyperiod.VendorswillbeexpectedtorespondtoP1andP2urgentwork
ordersregardlessofwarrantystatus.

Details:
AllworkordercompletionnotesandquotesforNTEincreasesmustincludethedetailsoftherelatedwarrantytimeperiods
Allwarrantyrelatedworkorderswillbesetwithanautomatic$150.00NTEtocoverinitialtrip/assessment.However,ifthe
jobisdeterminedtobe100%underwarranty,thevendorwillnotbeabletobillfortheirtripcharge.
VendorsareexpectedtorespondtoP1andP2urgentworkordersregardlessofthewarrantystatus.
Vendorswillmakeaninitialreviewofallwarrantyworkorders.Ifavendorcanimmediatelydeterminethattherequested
repairisnotawarrantyrelateditem,pleasecontactthehelpdeskat1-866-512-7138 and provide a detailed explanation.
If approved, the NTE will be set to the $500 default.

ProcessIfNTEIncreaseisNeededonWarrantyRelatedWorkOrders;
FollowtheUrgent/NonUrgentNTEIncreaseProcessasoutlinedinthisdocument.

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Inthedescriptionofthequoteprovidethedetailsastowhytherepairsarenotrelatedtothewarrantyalongwiththe
detailedstepsneededtomaketherepairs.

TheNTEincreasewilleitherbeapprovedordeclinedasoutlinedintheUrgent/NonUrgentNTEIncreaseProcess
ProcessIftheworkorderrepairsare100%warrantyrelatedandtherearenoincurredcharges
Completetheworkorderinthesystem,addfullcompletionnotes(stepstakentomakerepairs),endthecompletionnotes
withWARRANTYREPAIRNoCharges

Submitazeroinvoice.

HowToSubmitaWarrantyZeroInvoice
1. COMPLETEtheworkorderinthesystem
a. CompletionNotesshouldstatethedetailsoftherepairsthatandthatitwasunderwarrantywithnocharges
incurred.

2. ChoosetheInvoice/Editsectionoftheworkorder

3. EnterInvoice#.Vendorcanusewhatevernomenclaturetheydlike.

4. IntheMATERIALSSectionEnter;
Description=WARRANTYREPAIRNoCharges
Qty=1
Rate=0.00(Zero)

5. ClickSubmit
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6. Choosethefollowingfromdropdownsprovided
RepairCategory=Service
RepairCode=CustomerRequest,ServiceOnly,NoRepairNeeded
WarrantyType=ServiceWarranty
AT&T Retail Vendor Performance

WONwillautomaticallyprovidereportsonvendorperformancelevels,workvolume,responsetimes,specificdetails
associatedwithworkcompletionandinvoicing.
CBREwillevaluatesupplierperformanceandthefollowingfactorswillbeconsidered:

o CustomerSurveyResponses
o Responsetimes
o Ontimeworkordercompletion
o Workordercommunication
o Hoursperworkorder
o Hourlyrate
o Costperworkorder
o Rework
o AdheringtoCBREProcessesandProcedures
o Professionalism


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Invoicing and Conditions of Payment

Inanefforttoensureallinvoicesreceivedareincompliancewiththeinvoicingrequirements,andtoavoiddelayofpaymentor
nonpaymentofsuchinvoice,allvendorsmustadheretothefollowingrequirementsgoingforward:
1. TheworkordermustbemarkedascompletewithintheWORKORDERNETWORK(WON)includingdetailedcompletion
notes,associatedwarranties,workcategoryandrepaircode.(PleaserefertotheWONusermanualforinstructions.)The
workorderprintoutmustbefaxedorscannedandattachedintheWONinorderfortheworkordertobeconsidered
completeandtheinvoicetobereviewedandauditedforpayment.(Theworkorderprintoutmustbethefirstpageofthe
faxorscan.)

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2. AllinvoicesmustbesubmittedthroughtheWONsystem.Invoicesmailedorsentelectronicallytoanyotheraddresswillnot
beprocessed.

3. Allinvoicesmustcontain:
a. Vendornameandcompleteremittoaddress(thisisanautomaticpopulatedfieldinWON)
b. Invoicedate
c. Workordernumber(thisisanautomaticpopulatedfieldinWON)
d. Detaileddescriptioninthecompletionnotessection,alongwithassociatedwarrantyinformation(inWON)
e. Invoicechargestobebrokenoutaslistedbelow:
i. Breakoutofcharges(labor,travel,materialsplusapplicabletax)
ii. Lumpsuminvoicingpercontractualratesonly(ExamplePMflatrate)
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iii. Laborratesmustusepredefinedratesbasedonscopeofwork
iv. Hoursmustbebrokenoutintoquarterhours.
v. SubcontractorsratesmustcorrespondwiththeVendorratesonfile
vi. AllMaterialsmustbeitemizedwithmarkupbrokenout
vii. Travelmustbepredefinedratesonly
1. Ifmultipletripsarerequiredbespecificastohowmanyandwhy
2. Pleasebespecificifusingmileage
viii. Markupformaterialsmustbeaddedasamiscellaneouschargebasedoncontractmarkupamount
ix. Othermiscellaneouschargescanonlybeusedforfeesnotcoveredundercontractedratesandmustbe
accompaniedbybackupdocumentationordescription

4. Invoicesmustbesubmittedwithin60daysofworkordercompletion.

5. StoreSignaturepageoftheworkorderMUSTbefilledoutcorrectlyandattachedtotheworkorder.Thesignaturepage
requiresanATTemployeesignature,theUIDoftheATTemployeesigningtheform,andthedatethejobwascompleted.
a. Afterhoursworkperformedwithnostoreemployeeonsite,stillrequiresasignature
b. NoStoreSignature:CBREisnotabletoapproveInvoiceswithoutastoresignature.Ifaworkorderwascompleted
andastoresignaturewasnotobtained,providerswillneedtoreopentheWOinWONenteralognotewitha
detailedexplanation,aswellsendanemailtoATTRetail@CBRE.COM.TheemailwillalertCBREtoreviewtheNo
Signaturerequest.CBREwillthensubmittherequesttotheATTManagerfortheirreview,approvalordecline.
c. UsingtheIVRsystemtocheckinandcheckoutwhileonsite.Thiswillbeusedtovalidatelaborhours.
NOTE:Itwouldbeinthevendorsbestinteresttoobtainastoresignatureeverytimeatechleavesthestore.Vendorswillbe
requiredtoattachthedatedsignaturepagefromthelastdaythetechwasonlocation.Pleasedonotattachallthesignaturepages
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ifyourtechmadeseveralvisitsandhasseveraldifferentsignaturepages.Onlyattachonesignaturepage,whichshouldbedated
andsignedfromthelastdaythetechwasonsiteforthatworkorder.(Thelastdayonsitisnotalwaysthedaythejobwas
completed.TherearetimeswhenatechwillneedtoleavethesitetoobtainpartsandanNTEincrease.Iftheincreaserequestis
denied,thenthevendorcaninvoiceforincurredchargesbuttheywillneedtoattachthesignaturepagefromthelastdaythetech
wasonlocation.)
.
6. QUOTES:Quotes/NTEincreaserequestsarehandledintwoways.
a. Iftheworkorderisspecificallyrequestingaquoteonly,theNTEoftheworkorderwillbesetatzeroandthevendor
cannotsubmitchargesunlessotherwisestipulatedintheworkorderdescription.
b. Iftheworkorderwastocompleteaspecificrepair/requestandanNTEincreasewasrequested(quote)

i. Thequotemustbesubmittedinaninvoiceformatbasedonthevendorscontractedratesandpricing
structure.Warrantyinformationmustbeincludedinthequote.

QuoteExample:
2hrsLabor@$50=$100
1Compressor=$500(5yrwarranty)
2Contactors=$125(1yrwarranty)
TripCharge(5/19/14)$100
TripCharge(5/29/14)$100
MarkUp(10%)$62.50
Tax$25
Total$1,012.50
*Alllaboriswarrantiedfor1year,partsarewarrantiedfor6mos.permanufacturer.
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ii. Ifthequoteisrejectedthevendorcanonlychargefortravelandtroubleshootinglabor(usingcontractual
ratesonly)

7. InvoicesnotfallingintotheaboveguidelineswillbeplacedintoaDisputedstatus.
AnemailwillbesentfromtheCBRECorrigoworkordersysteminformingthevendorofthedisputeditem.Reminderswillbe
sentweeklyfromtheCBRE/ATTRetailFinancedepartmenttoensurepromptresolution.Thevendormustgointothework
orderinWON,makecorrectionsandsubmittheinvoiceagaintoclearthedispute.

8. Aftertheinvoiceauthorizationprocessiscomplete:theinvoiceisexportedtoAccountinginbatches.Eachbatchisreviewed
andsenttoVCAforpaymentprocessing.Thetimeframefromreceiptofinvoicetopaymenttypicallytakes30days.
VCAPaymentAuthorizationsexpirein90days.Pleaseensurethatyouretrieveyourpaymentsandfundspriortoexpiration.

9. Ifaworkorderdoesnothaveanyincurredcharges
a. pleasecompletetheworkorder,entercompletionnoteswhatwasdonebyvendorstechnicianandwhythereareno
charges
b. Submitaninvoicefor$0(zero)dollarsunderthematerialssectionoftheinvoice:ThiswillallowCBREtocloseand
posttheworkorderwithintheWONsystem.(SeeHowtoSubmitaZeroInvoicelocatedundertheWarranty
sectionofthisdocument)

10. PleasedirectallinvoicingandstatementinquiriestoAttVCAPayments@cbre.com
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THEFOLLOWINGPAGESCONTAINASTEPBYSTEPPROCESSONENTERINGANINVOICE: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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Ifmaterialsareincludedpleaseprovideabriefdescriptionofmaterialspurchasedandincludewarrantydata.Ifmaterialsdescription
exceedsspaceprovidedpleaseaddanadditionalmaterialslinewithqty1andzerodollarstocontinuewiththedescription,orattach
adocumentwiththedetailstotheinvoiceusingtheAddAttachmentfeatureontheworkorder.
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Oncecompletewithaddingtotalnumberoflaborhours,hourlylaborrate,materials,warrantydata,andmiscellaneousinvoice
itemsyouthenshouldclicktheTaxbuttontoapplytheappropriatetax.Seebelow:

Onceinvoiceisdetailedandstoresignatureisattached,saveandsubmittocompleteinvoicingprocess.
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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 support@corrigo.com















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Vendors Compensation:

ThepreferredmethodofcompensationchosenbyAT&TRetailServicesistheVirtualCreditAccount(VCA)program.Toreceive
paymentfromCBREallvendorsmustparticipateintheVirtualCreditAccount(VCA)program.
Virtual Credit Account Participation & Information
Toparticipatesuppliersmust:
Havethecapabilitytoprocessacreditcardpayment.If(VendorName)isnotcurrentlysetuptoprocesscreditcard
paymentsthenpleasecontactyourfinancialinstitutionorcreditcardcompanyforinitialsetup.
ProvideaspecifiedemailaddresstoCBREasrequestedontheVendorProfileform.Thisspecifiedemailaddresswillreceive
thepaymentnotificationfromIncontrol@mastercard.comthatapaymenthasbeenauthorized.
BelowistheattachedVCAPaymentIntroductionletterwhichissenttoallvendorsaspartoftheCBREVendorintroduction
andsignupprocess
VCA Vendor Letter
docx.docx

TheFIRSTtime(VendorName)receivesanemailfromIncontrol@mastercard.comyouwillbepromptedtosetupa
password.Followthelinkwithintheemailandprovidetheinformationtocompletethisprocess:
Emailaddress
FirstName
LastName
CreateaPassword
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ConfirmPassword
ChooseaPasswordresetquestion
Thepasswordyouassignduringthisregistrationprocesswillbelinkedtothespecifiedpaymentemailaddress.Each
paymentemailfromIncontrol@mastercard.comisasecureemailwhichrequiresthepasswordtoretrievethepayment
detailsnecessarytoprocessthepayment.Thesedetailsincludea16digitcardnumber,cardtype,expirationdate,security
code(CRV#),andbillingaddress.

Pleasedirectallpaymentandinvoicerelatedinquiriesto:
ATTVCAPayments@cbre.com@cbre.com











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InvoiceRemittanceInformation
Vendorsreceivepaymentnotificationfromincontrol@mastercard.comviaasecureemail(seebelowforanexample).Theseemailsdonot
containtheinvoice#butwillreferencethecreditcardnumber(Ref/Check#)withinWON.

Belowisanexampleofthenotificationofpaymentdetailsfromincontrol@mastercard.com
TransactionAmount: $660.00
AccountNumber: 55505555555555
ExpDate: 12/13
CVC2: 218
Validfrom: n/aUTC
Validto: n/aUTC
SingleorMultiUse: Multiple
CardholderName: ATTRETAILCBREWEST
CardholderAddress: 909CHESTNUTST
RM29D03
SAINTLOUIS,MO63101
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USA
Description: VCAPayment09/12/13
CostCode: Various
LeaseID: Various
WorkOrder: Various
VendorCode: 236986
VendorName: EagleEnergy
InvoiceNo: Various
*Note,paymentnotificationamountmaycovermultipleinvoices.Inordertodeterminewhichinvoicesarepaidpleasefollowthe
stepsbelow;






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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.


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

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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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CBREVendorContacts
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 attretail@cbre.com.
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 CSRs can only close out 1 work order per phone call.
Accounting and invoice inquiries, please email.
ATT-VCAPayments@cbre.com

Vendor Contract, rate inquiries, and Certificate of Insurance renewals, please email
ATTRetailVendors@cbre.com


<< 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 J M Updates

1/22/2014 J M-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.