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assigned under the contract either with or without cause 27. Service Credit Contractor guarantees that security guards assigned to the City facilities will report on time, fit for duty, in proper uniform, and properly instructed, oriented, and supervised. Contractor guarantees that service requirements will be identified and will receive proper response. Contractor will communicate regularly (at least once a month) with City facility site management. If at any time Contractor fails to provide any services agreed, Contractor shall issue a "service credit' to the City. A "service credit' for each incident of failure shall be a minimum of one (1) complete security guard work shift or eight (8) times the hourly rate charged by the contractor. Such credit shall be issued in the form of a credit on the next available billing. Service Credit is to be paid in addition to any deduction for hours not worked. A. SPECIFIC REQUIREMENTS The City of Santa Ana requires professionally trained armed security guards to operate at the following locations: 1. City Hall, located at: 20 Civic Center Plaza, CA 92701 2. The Santa Ana Regional Transportations Center, located at: 815 N Santiago St, Santa Ana, California 92701 Note: The City reserves the right to add or delete departments to the contract at any given time. Contractor shall service the additional locations at the same cost as contracted for the above locations. The primary functions of the armed security guard include the following: 1. Observe and report any unusual or suspicious activities and; 2. Respond to emergencies or other disturbances that occur at or on Probation property. Contractor must be able to fully staff and deploy qualified personnel to City sites in an organized and efficient manner on the contract start date. Contractor shall respond to emergency service requests within one hour of request and respond to non -emergency service requests as soon as possible or no later than the following day. Contractor shall be capable of responding to all service requests within the specified timelines. In case of an emergency or unusual event, all employees of Contractor shall be subject to the direction of the City Manager, Santa Ana Police Department, Facility Manager and/or first available Manager on -site. 1. Personnel Qualifications: Due to the high visibility of the armed security guard position, the City requires a high degree of stability in the security force posted. RFP 22-026 Armed & Unarmed Security Guard Services at Various City Facilities Page 21