Support Page Content
Service Levels
IMPORTANT: Early planning and engagement with Procurement & Contract Services is critical to meeting service level expectations. Requests submitted late in the process or after terms have been negotiated or finalized may require additional review and result in extended processing timelines.
How Work Is Processed
Requests are processed through established intake and workflow processes to ensure proper review, coordination, and documentation.
- Requests for the purchase of goods or services, including associated agreements, are processed through CSUBuy P2P
- All other agreements are reviewed and coordinated through Contract Services
Processing timelines may vary based on request complexity, required approvals, staffing levels, and overall volume.
What to Expect
- Requests are reviewed in queue order, with adjustments based on complexity and risk
- Some agreements require coordination with campus partners or external entities
- Timelines may be impacted by volume and systemwide implementation efforts
Requests Related to Purchases (P2P Required)
Contracts tied to the purchase of goods or services must be submitted through:
- CSUBuy P2P Requisition
- Agreement attached to the requisition
Requests submitted outside of P2P may be delayed or returned for proper routing.
Requests Not Related to Purchases (Contract & Agreement Requests)
All contract and agreement requests not tied to the purchase of goods or services (see P2P section above) must be submitted to: contractservices@csus.edu
- A centralized intake form (OnBase Contract Services Request Form) is currently in development to improve request tracking and visibility. Additional information will be shared upon go-live.
- Once implemented, email submissions may be redirected to the form to ensure proper routing.
Procurement Estimated Timeframes
Service levels represent review timeframes and are dependent on request completeness, complexity, and coordination requirements. Timelines are based on current workload and may vary due to volume, systemwide initiatives, and overall capacity.
*Timeframes begin once a complete and accurate request has been received and is ready for review by Procurement and Contract Services.
| Procurement | |
|---|---|
| Request Type | Estimated Timeline |
| Procurement Review (Requisition Review & PO Processing) *After requisition reaches Procurement review in workflow |
Up to 30 business days |
| PO Change Requests | Up to 30 business days |
| Emergent POs | 24-48 hours |
| Estimated timeframes reflect Procurement review only and begin once all required upstream approvals are complete. Prior approvals (e.g., DOA, IT, EH&S, Hospitality, and other compliance reviews) occur outside of Procurement and may impact overall processing time. | |
| Agreements Processed through P2P | Varies based on complexity and required approvals |
| *Agreements associated with requisitions may require additional compliance approvals, risk review, and coordination. Timelines may align with Contract Services agreement review timeframes depending on complexity. |
Contract Services Estimated Timeframes
Service levels represent review timeframes and are dependent on request completeness, complexity, and coordination requirements. Timelines are based on current workload and may vary due to volume, systemwide initiatives, and overall capacity.
*Timeframes begin once a complete and accurate request has been received and is ready for review by Procurement and Contract Services.
| Contract Services | |
|---|---|
| Request Type | Estimated Timeline |
| Standard Agreements (University template, no changes) | 30-60 business days |
| Moderate Agreements (minor edits, coordination) | 60-90 business days |
| Complex Agreements (custom terms, negotiation, higher risk) | 90-120+ business days |
ProCard Estimated Timeframes
Service levels represent review timeframes and are dependent on request completeness, complexity, and coordination requirements. Timelines are based on current workload and may vary due to volume, systemwide initiatives, and overall capacity.
All Credit Card Service Requests (including new card requests, changes to existing cards, limit increases, and purchase exceptions) must be submitted through the Concur platform.
| ProCard | |
|---|---|
| Request Type | Estimated Timeline |
| New ProCard Requests | 5-10 business days |
| Update Requests | 5-10 business days |
| Increasing ProCard Limit | 24-48 hours |
| Purchase Approval Request | 5 business days |
Priority & Urgent Requests
How Requests Are Processed
- Submission date
- Completeness of request
- Complexity and risk level
What Qualifies as Urgent
“Urgent” requests are not automatically prioritized.
Expedited review is limited to:
- Legal or regulatory deadlines
- Financial or operational risk exposure
- Executive directive
Requests marked “urgent” without supporting justification will be processed within standard timeframes.
Processing Approach & Important Notes
- Requests are reviewed in queue order, with adjustments for complexity and coordination
- Agreements requiring negotiation or multiple stakeholders will require additional time
- Incomplete or incorrect submissions may be returned for revision
- Use of the correct template and supporting documentation helps avoid delays
- Timelines may be impacted by volume, systemwide implementation efforts (e.g., P2P, Concur, OnBase), and coordination with campus or external partners
Communication, Status Inquiries, & Response Expectations
- Procurement & Contract Services receives a high volume of inquiries across Procurement, ProCard, and Contract Services
- Email inquiries will be acknowledged as capacity allows, and updates are provided when there is meaningful progress, action required, or additional information is needed
To ensure efficient processing:
- Please submit and track requests through the processes outlined above
- Limit duplicate follow-ups across multiple inboxes
Please note:
- Multiple follow-ups or copying additional inboxes may delay response times and do not accelerate processing
- Requests submitted through the appropriate intake method will be prioritized over ad hoc email inquiries
- These communication guidelines help ensure staff capacity remains focused on processing requests