Use Service Order / Ordre de Services (OS) for every communication concerning contractual obligations, defining clearly CERN’s instructions, inventories, identified non-conformities, requested deadlines etc. 

Keep all records in writing. Document non-conformities via a NC registry. This will help settle future dispute.

The technical officer may decide to use Work Orders through Infor EAM to manage correspondence with the contractor.

Countersign the OS and submit the document, including answers as requested to the technical officer within within the deadline for answer requested in the OS.

The OS should include a provision such as: “You are kindly requested to return to CERN a signed copy of the present Service Order within five working days of its reception. Without any response from you within this deadline, the Service Order will be considered accepted.” Beware, a confirmation in writing shall be requested for any matters related to Safety.