Date: March 7
th
, 2020 Bulletin No. 000100
To: Valued Century 360 Service Partners
From: Century 360
Subject: IVR Compliance Requirements
As a national fire life safety service provider, Century 360 has several customers that require IVR check in
and check out and we are forced to pass that requirement onto our service partners.
As a course of practice, we have always included this requirement and instructions as a part of each work
order that we issue. We have also always provided the option for the phone IVR option or the GPS
enabled app-based option.
We understand that there are sometimes issues in the field that can limit our ability to meet the
requirements so we have never made substantial demands in terms of compliance with IVR requirements
and we have never exercised the option of considering a work order incomplete and therefore ineligible
for payment without IVR compliance.
Unfortunately, the industry is increasingly adopting IVR requirements and the end users are more
aggressively demanding 100% compliance. Exceptions for typical field issues are being accepted less
frequently and end user customers have started exercising their rights to withhold payment to us when
the IVR requirement has not been met.
For these reasons we have been forced to make the following changes. These changes will be in effect
beginning April 1
st
, 2020.
• Each service partner must utilize the GPS based app for IVR check in check out. The dial in option
should only be used when there is specific recordable issue that has precluded use of the app
based IVR.
• Before any work order (inspection or repair) can be considered complete (eligible for payment)
IVR check in and check out for the work order must be recorded and Century must have the
appropriate inspection report/reports.
Instructions for loading and using the ServiceChannel GPS App are attached. Included is a link to video
training for use of the app.
We are also able to provide live online training for using the app to any and all of your service personnel if
needed. Please contact Scarlett Ashe at scarlett.ashe@centuryfp.com to schedule.
