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• For enrolled customers who have opted in, system will send an SMS alert. • For customers using the IVR system, bill information will be dictated by text to voice. • For customers paying via Bank BillPay, the account number can be validated by the system prior to accepting payment. • The system may optionally be configured to display a PDF replica of the bill image. D. Customer Payment ani Reporting • Customers can make payment via Web, SMS, IVR or Bank BillPay, depending on channels which Client has requested Consultant setup. • Payments can be configured to allow Users to pay by bank account and/or credit/debit card. • All payments will be reported in a standard daily "lockbox" file. Section 3. Implementation an4l Sunnort Descrintion A. Implementation • Dedicated Account Manager acts as primary contact and project manager, coordinating all internal setup activities with Consultant programming and operations staff. • All setup and training performed virtually, using phone, email, and web -based tools for issue tracking and screen sharing. • All communications, documentation and test files tracked and stored securely within the Consultant CRM system, allowing other Consultant personnel to contribute or take ownership of the project. • Key milestones are established at kickoff, then tracked and reported throughout the project. • During programming, Consultant's Data Processing platform is configured to automate client -specific Quality Assurance (QA) during processing, • Parallel Testing is run prior to go -live, ensuring all aspects of the application are validated before launch. • Go -Live includes an "all -hands' approach, with all key Consultant managers required to review the launch day activity and sign off before application output is final. B. Support • Dedicated Account Manager from implementation also assigned to monitor and provide support. • Dedicated Support Staff for reviewing and responding to incoming issues. • Multiple communication channels available for client preference: web support ticketing tool, email, and phone. • Proactive support initiated by Consultant staff when client data issues are detected by Consultant Quality Control processes. • Issues tracked via Consultant CRM tool, ensuring full resolution before the ticket can be closed. 47Q32v2 25D-16