Service Level Agreement Letter for Catalog Suppliers
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Dear Supplier:
This letter will confirm that {variable:Party Name (External Party)} (“Supplier”) agrees to comply with the Service
Level Attachment in providing Deliverables (including Products) and Services to {variable:Party Name (Internal)}
(“Buyer”). The procedures and requirements set forth below are necessary to ensure high-quality and timely delivery of
catalog services and support.
These obligations are hereby incorporated by reference into each agreement that Buyer has with Supplier under which
Buyer procures or can procure Deliverables and Services from Supplier.
Please indicate your agreement to the terms of this letter by signing both copies and returning one original to my
attention at the address below.
ACCEPTED AND AGREED TO:
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By:
ACCEPTED AND AGREED TO:
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By:
Buyer Signature
Date
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Supplier Signature
Printed Name
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Printed Name
Title & Organization
Title & Organization
Buyer Address:
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Supplier Address:
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Form Title: SLA Letter -Catalogs
Page 1 of 3
Date
Release: 2/09
Revision: 2/10
Service Level Agreement Letter for Catalog Suppliers
Service Level Attachment for Catalog Suppliers
General requirements for all Catalog Suppliers
1. Supplier Contacts / Focal Points
Supplier will provide a contact email address and telephone number for technical and catalog maintenance issues.
Use of a general email address will ensure continuity of communications. This email address will be the same address
that will be used to send Buyer catalog file updates.
2. Content Quality
a. Supplier will adhere to the rules defined in the catalog creation and mapping process documentation found on the
IBM Catalog Operations web site:
http://www03.ibm.com/procurement/proweb.nsf/ContentDocsByTitle/United+States~ibm+global+general+procurement+catalog+operat
ions
b. Search keywords will be provided in an effort to assist shoppers in locating products within
IBM's shopping systems.
c. Supplier will provide appropriate UNSPSC codes for all products by utilizing the version of UNSPSCs noted on the
IBM Catalog Operations web site:
http://www03.ibm.com/procurement/proweb.nsf/ContentDocsByTitle/United+States~ibm+global+general+procurement+catalog+operat
ions
Details regarding the UNSPSC process and a list of UNSPSC codes can both befound at the following url:
http://www.unspsc.org/.
d. Supplier will provide OEM part numbers and the manufacturer name for all products, where applicable.
e. Supplier will provide valid shipment lead times per product. Lead-time is the expected number of days prior to
shipment once the PO is received by the Supplier.
f. Supplier will provide catalog image links (URL's) for each part number where it is reasonable to expect an image
in an e-commerce/catalog shopping environment. Other than for "service" type items, exceptions must be
authorized by Buyer in writing.
Requirements for IBM Hosted Catalogs
Providing an IBM hosted catalog is possible by providing a csv file, which will be hosted by IBM Procurement. To ensure
current content or when requested by Buyer, Suppliers of hosted catalogs will regularly refresh their catalog files (full
refresh). Each time a catalog update is received, a change summary report is emailed to the Buyer contact responsible for the
content management of the catalog.
1.
2.
Hosted Catalog Load Requirements
a. The policy governing price changes will be defined by the Buyer. IBM hosted catalogs have a price increase
tolerance defined by the Buyer. Any increase above this tolerance may, in Buyer’s sole discretion, result in
the item(s) not being loaded. All increases (regardless of tolerance) will be flagged and reported to Buyer.
b. Buyer will define the expected load frequency for catalog refreshes (i.e. daily, weekly, monthly). This
frequency will be communicated to Supplier. Catalogs, which are not refreshed as expected, will result in a
daily notification to the Supplier and Buyer. If the catalog is not refreshed it will eventually be disabled. No
notification to Supplier will be issued upon disabling of the catalog.
c. Buyer must authorize all product additions in writing prior to inclusion in the file. The required authorization
process is to be defined by Buyer and the Supplier. All product additions will be flagged and reported to
Buyer.
Hosted Catalog Refresh/Updates
a. All obsolete items are to be removed immediately via a file refresh. Retaining obsolete parts will result in
canceled purchase orders or manual PO maintenance by both parties.
b. Price changes are to be refreshed immediately. Delays in price updates will result in canceled purchase
orders, blocked invoices, or manual PO maintenance by both parties.
Form Title: SLA Letter -Catalogs
Page 2 of 3
Release: 2/09
Revision: 2/10
Service Level Agreement Letter for Catalog Suppliers
Please review our Catalog Operations web site for more information.
Requirements for ShopOut Catalogs
IBM Procurement supports the utilization of ShopOut catalogs for sites which provide unique functionality such as the
creation of business cards, system configurations, processing of events, ordering of special occasion flowers, etc. All other
solutions will be provided by IBM hosted catalogs. Use of the ShopOut catalog format requires preplanning authorization by
Buyer and the IBM Catalog Operations Program Manager.
This catalog option will transport the shoppers to a catalog that is published and maintained on the Supplier's website. The
shoppers will select products from the catalog and upon “Check Out” those items are returned to IBM’s requisitioning
system.
ShopOut Catalog Refresh/Updates
1. Only authorized products are to be made available for selection or review by shoppers. Buyer must authorize all
new products in writing. The required authorization process is to be defined by Buyer and Supplier.
Buyer will monitor all new products to ensure compliance.
2. Change summaries are to be provided to and authorized by Buyer prior to being activated.The required
authorization process is to be defined by Buyer and Supplier.
a. Product additions
b. Product deletions
c. Price increases
d. Price decreases
e. Date changes will be made effective
3. Price changes are to be refreshed immediately. Delays in price updates will result in canceled purchase orders or
manual PO maintenance by both parties.
4. Digital certificate or changing an IP address update on a Supplier's website must be coordinated with the IBM
Catalogs Operations Team. Failure to do so will result in shoppers not being able to access Supplier's catalog.
Supplier is to contact the IBM Catalog Operations Team (bondgat@in.ibm.com) to schedule certificate updates
72 hours prior to implementation and/or expiration.
5. The ShopOut URL must be communicated if there are any changes.
6. Supplier is to provide OEM part numbers and manufacturer's name for all products, where applicable.
7. Supplier will provide valid shipment lead times per product. Lead-time is the expected number of days prior to
shipment once the PO is received by the Supplier.
Form Title: SLA Letter -Catalogs
Page 3 of 3
Release: 2/09
Revision: 2/10