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(9) <br />CITY OF SANTA ANA <br />2. SAHA will require approximately fifteen (15) user accounts/passwords included in the contract <br />cost. <br />i. The system should provide documentation with best practices for the protection of all <br />user authentication data and passwords. <br />3. The service must be provided so that routine maintenance procedures, troubleshooting <br />loading hardware and software revisions, patches, etc., may be performed without disrupting <br />SAHA's service. <br />i. If there is an interruption of service, SAHA must be contacted to be informed of the <br />interruption and an expectation of when service will be resumed. <br />C. IMPLEMENTATION REQUIREMENTS <br />1. Contractor must provide appropriate training and documentation of the proposed software <br />solution for all designated SAHA employees. <br />2. Contractor must provide online technical support during SAHA business hours year-round, <br />Monday through Friday, 8:00 AM through 5:00 PM (PST). <br />City of Santa Ana RFP No. 24-040A Page 19 of 42 <br />