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7. Process false alarm incident data, including the matching of false alarm incidents with the alarm system location database maintained by CONTRACTOR; 8. Bill and correspond with alarm businesses and alarm users in accordance with the Alarm Ordinance provisions. This will include but may not be limited to invoices and delinquent payment notices. A warning notice will be sent to each alarm user on the occasion of the alarm user's first false alarm immediately preceding the first chargeable alarm incident. Warning notices may be sent by mail, email or other electronic method based on the alarm user's accepted contact method(s); 9. Provide CITY alarm users access to online information on false alarm reduction and Ordinance requirements to include an Online Alarm School. 10. Answer telephone inquiries from CITY alarm users that are placed to a false alarm program toll -free customer service number established for the CITY; 11. Process fee / penalty payments mailed to and deposited in a nearby CITY -approved JP Morgan Chase dedicated Alarm Program bank lockbox and account, and received from other payment channels, e.g. online, as agreed on by CONTRACTOR and the CITY, and apply these payments to alarm accounts; 12. Support alarm hearings and appeals by notifying the CITY of any such appeals, providing a CITY Alarm Program representative with documentation supporting noticing / billing decisions; and updating the system with the disposition of any hearing results; 13. Provide and maintain computer equipment, software, mailing equipment and furniture at CONTRACTOR's Program processing facilities; 14. Provide the CITY secure (SSL encrypted), online, on -demand access to alarm management information and reports including, but not limited to, alarm account transaction history, alarm system information, and financial transactions/balances with format and content specified by the CryWolf Alarm Management System and the designated Bank, and agreed on between the CITY and CONTRACTOR; and, 15. Perform special collection functions as directed and authorized by the CITY such as retaining a third party collection agency or providing delinquent account information to other CITY agencies. To the extent permitted by local law, third -party collection fees will be added to the delinquent amounts. Uncollected amounts billed by CITY prior to program implementation will be the responsibility of the CITY's collection agency. Upon approval by the CITY, CONTRACTOR will retain CITY's current third -party collection agency or use a collection agency of CONTRACTOR's choosing to perform delinquent collection services. 16. CONTRACTOR is responsible for all costs of carrying out these responsibilities including, but not limited to, the costs of staff, facilities, equipment, consumable supplies. Only third -party bank and credit card fees, mailing supply costs (paper and envelopes), first class postage, third party collection costs (if any), e.g. collection agency fee, and citizen overpayments, if any, will be shared by the parties through payment from gross collections before revenue sharing. SANTA ANA Responsibilities 25D-15