Frequently Asked Questions (FAQ)

To minimize frustration or confusion in utilizing the automated quote generation system, the following questions have been addressed. If you have questions above and beyond those listed below, please contact the system administrators:

Dale Hunt and Melissa Lincoln-Kemp

Hotline Number: 910-254-7850

Questions:

What resources do I have if I have questions on operating this system?

  • Customer User Guide supplied as an attachment with your user access information.
  • E-mail: Routinetesting@aaipharma.com to request assistance
  • Contact Us function in the application to submit e-mail request for help
  • User Assistance Hotline: 910-254-7850
  • The FAQ's listed below

What do the various stages I see in my account represent?

  • Saved - This status represents in process quotations. You have the ability to save in process quotes which you have not yet submitted. Once submitted, the quotations can only be altered or modified by AAIPharma system administrators. Therefore, to save your work prior to submitting the quotation, use the Save functions. You may come back as your schedule permits to complete the quotation.
  • Pending - Once the user selects "Generate Quote" in the Quote Builder area, the quotation is locked down and is then considered to be a final quotation available for execution. Until you sign the quote and return it to AAIPharma, it will remain as a pending quotation in which you can select to execute for desired services. To activate/execute a quotation, you must print it, sign it and fax it back to the designated fax number: (910-815-2334)
  • Acknowledged by AAIPharma - Once you sign the quotation and return it to AAIPharma, the system administrator at AAIPharma updates the status in your account to this stage. It represents the quotations that you have requested and signed. These quotations are approved by the user and AAIPharma and now samples may be received and executed against this quotation. Think of this status as the "Signed by Client" designation.
  • Cold/Rejected - We realize that not all quotations will be executed by the user and that sometimes plans change. To better enable AAIPharma to plan, schedule and forecast work we ask that you notify the system administrator via e-mail or telephone to alert them that you will not sign or accept a specific quotation issued to you. The administrator can then change the status accordingly. It remains in your account so that you may view previous requests for a period of time. AAI will periodically through database maintenance, clean out this holding area for cold/rejected quotes. For accuracy in planning and forecasting, please communicate with your administrator if you do not wish to execute a quotation so that it can be updated accordingly.

By requesting and generating a quotation using this system, is this an automatic commitment?

  • No. The quotation is simply that, a quotation, and does not constitute a commitment on your part that you must send the requested work to AAIPharma. The quotation is binding only for services provided by AAIPharma once the quotation is signed by the user and the requested services are completed by AAIPharma as is done in the normal course of business throughout the industry.

How can I revise an existing quotation in my account?

  • If the quotation is still in the "Saved" status, you may open and edit to reflect needed revisions. Keep in mind that you must select "Generate Quote" to have the quote made official at any time.
  • For quotes in the "Pending", "Acknowledged by AAIPharma" or "Cold/Rejected" status, you must contact your system administrator and they will be able to revise the quotation as needed on your behalf.

I have a quotation that I want to submit samples against. What do I do now?

  • The quotation you received via e-mail (PDF format) should be printed, signed and dated by the appropriate party at your company. Please include an approved PO number for the work as well. Once signed and returned, the samples may be submitted to AAIPharma for testing. Each quotation, once generated is sent to you via e-mail along with an AAIPharma Sample Submission Form. Please complete this form and include with the shipment to AAIPharma. If you have questions, your system administrators can help walk you through this process.

Note: It is best if the signed quotation is returned prior to submission of samples to ensure timely completion of request.

I do not see the material I need to have tested?

  • The current database reflects the majority of excipients found in the USP/NF and Ph.Eur. reference compendia. There may be some items which are not present in the pricing database currently. If you are looking for a material that is not yet present in the pricing database, please use the "Contact Us" function found in the application or call the system administrator. We can provide a manually generated quotation if the material is needed urgently and update the database to capture this material for future reference. Please contact us directly to pursue generation of a manual quotation (910-254-7850) or you may contact your AAIPharma project manager if an existing customer.
  • For method development/method validation, the unique aspects and complexity of this testing does not accommodate inclusion in the database. AAIPharma does perform these services and the system administrators can assist you in obtaining a quotation for these services. You may reach them by contacting the hotline (910-254-7850) or your AAI project manager if an existing customer.

Terms and Conditions (T&C) - I need to modify AAIPharma terms and conditions

  • AAIPharma has a standard set of T&C used in its service quotes. If you wish to make revisions to those T&C, you will need to speak with the system administrator. We have programmed the system with the expectation that there may be requests as such so we can accommodate. The system allows for each customer to have the modified T&C agreed to by AAIPharma and customer added to their account so that all future quotations generated will have the agreed upon terms and conditions attached.

I have special instructions for how my testing should be performed.

  • You may type the special instructions in the quotation in the comments section prior to selecting "Generate Quote"
  • For basic special instructions, you may include them on the sample submission form at the time submitted.
  • For more detailed instructions or to discuss your requested instructions, you may contact the system administrator. The system administrators are the project managers for the laboratory operation. Once you begin executing quotations, a specific administrator/project manager will be assigned as a primary contact. They may assist you in ensuring that your requests are acknowledged and accommodated.
  • Most special instructions do not require revisions to the quotation. For extreme cases in which the special instructions constitutes a significant change in scope, additional charges may be applicable but the administrator/project manager will inform you of this and approval from the customer obtained before additional charges are applied.

I am ready to submit my samples - what is the turnaround time?

  • Your service estimate shows the available turnaround times AAIPharma Routine Testing Laboratory offers. As you can tell from the large number of tests in our database, we have to keep numerous standards, columns, specialty reagents and some very specialized equipment in our laboratory. Due to the wide variety of potential tests, we ask that you give us as much advance notice as possible to ensure we can meet your turnaround time requirements. For expedited raw material and micro tests, we appreciate a two week notice to ensure that we can source the necessary materials for your tests.