Common use of Malfunctioning Equipment Clause in Contracts

Malfunctioning Equipment. 2.1. Call center representative (CSR) follows prescribed procedures as defined by Comverge and approved by PacifiCorp 2.1.1. Decision logic and associated scripting procedures approved by PacifiCorp 2.1.2. Problem resolution via scripted dialogue 2.1.3. Field tech dispatching (when and if necessary) 2.1.4. Comverge maintains logs for all customer interactions 2.1.4.1. Including descriptions of problem and duration of customer interaction 2.1.4.2. Notation of solutions are so indicated by CSR 2.2. Requests for permanent removal 2.2.1. CSR is appropriately trained to deal diplomatically with disgruntled customers 2.2.1.1. All customer calls are appropriately logged and CSR notes taken for complaint resolution / escalation problem resolution 2.2.2. Customers are encouraged to remain active participants in the Program. 2.2.2.1. If, however, it becomes apparent that the solution is not meeting expectations the end-use customer is removed from the Program. 2.3. Customer sign-ups who are designated ‘operationally ready’ to receive ‘Control Events’ prior to 1 June of each Program year MUST remain an the Program for the entire cooling season to receive the incentive payment 2.3.1. For a DCU to be deemed ‘operationally ready’ means compliance to and successful completion of all aspects of Section I (Installation; item #5) as contained in Exhibit A, Work Scope 2.3.2. The customer is NOT required to execute a legally-binding contract 2.3.3. The customer may exit the Program at any time of their choosing 2.4. Customers joining the Program during the control period (June, July, August)