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Luxer Liaison Scope

ADDITIONAL SERVICES INCLUDE:

  • Providing professional, branded onsite presence, including face-to-face resident support while onsite.
  • Regular audits of the system(s)
  • Scanning undelivered packages into the Luxer One system
  • Manage return-to-sender packages
  • [X] /week oversized package delivery to resident apartments
  • Working with carriers to improve delivery compliance
  • Serving as the primary point-of-contact between Property Manager and Luxer One’s customer support team
  • “Fast Lane” customer support – meaning that any property technical support issues will be prioritized within the Luxer One support queue.
  • Maintenance of and/or minor technical repairs to Luxer One equipment, as needed

 

TERMS:

  • Vendor will provide the service [X]  days a week during the term of this agreement, with an estimated start date of __________
  • Vendor and Property management will mutually agree on the days when the Luxer Liaison will be on site.  Liaisons will remain onsite as long as necessary to perform the above duties – but in no case shall the total onsite hours per week exceed [X] hours/week.   Anything beyond these hours must be mutually agreed upon between Vendor and Owner and may be subject to additional negotiated charges.
  • Door-to-Door Service for oversized items (if opted for) is limited to packages weighing less than 60 lbs and that can fit safely on a delivery hand truck.  Larger items, such as bulky furniture or appliances, are not included in this service.  Property acknowledges that, while Luxer will make every effort to do so, there may be times when not all oversized packages can be delivered in the onsite period.
  • The terms of this agreement assume that the property’s onsite staff continues to proactively manage the Luxer system during days/times when the Liaison is not present.
  • The service will not be provided on the following major holidays (should they fall on one of the onsite service days):  Christmas Eve (after 4PM), Christmas Day, New Years’ Eve (after 4PM), New Years Day, July 4th, Memorial Day, Labor Day, Thanksgiving Day, Easter Sunday.  The service may be provided on a reduced basis on other postal holidays.
  • The service may be suspended during weather emergencies or other acts of God which prevent Liaison staff from safely reaching the property, or during a public health emergency (e.g. COVID lockdown) in which state, local or federal officials have required residents to shelter in place or otherwise limit indoor interactions.  Should suspension of service occur, the fee for that time period shall be reduced by a pro-rated amount.
  • Liaison representative(s) will be professionally attired and groomed, in Luxer One-branded apparel.
  • Liaison representative(s) shall adhere to all local, state and Federal guidelines regarding COVID-19.  This includes wearing a mask at all times when on the property and observing appropriate social distancing, if such requirements are in place during the onsite periods.  If indoor mask mandates are in place, property will require residents to wear masks while in the package area, and will help enforce that policy if needed.  
  • Liaison services may be provided by multiple Luxer One representatives, as long as the quality of the service is maintained.  Luxer will make reasonable efforts to ensure that one “lead” representative has a consistent presence at the property.
  • Property must provide the Liaison representative(s) access to the relevant areas of the building during all scheduled onsite hours.
  • Property must provide on-site parking for Liaison representative(s) while onsite at no cost to Luxer One.  
  • Luxer One assumes no liability for loss or damage to the contents of packages handled by the Liaison service, except in the case where a specific action by a Liaison representative directly caused the loss or damage, and Luxer has been provided with definitive proof that its representatives directly caused the issue.  In such case, Luxer One’s liability shall be limited to the lesser of the declared package value or $100 per package.

 

PRICING:

  • [X]  /mo
  • Luxer will implement a 15% “holiday surge” fee for the month of December, to cover the cost of additional labor/hours provided to handle additional holiday package volume.
  • Pricing includes “Signature”-level software and support.  Should the property cancel Liaison support for any reason, pricing will revert to Signature-only service [X] /mo, per sales order)

 

AGREEMENT TERM:

  • 2 Year contract
  • At the end of such term (and each renewal term thereafter, if any), this Additional Service will automatically renew for an additional 12-month term, with up to a 7% annual increase in fees, unless either Party provides the other Party with notice of non-renewal at least thirty (30) days prior to the end of the then-current term.