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EXHIBIT A Contractor agrees to provide, at the request of the City Manager or designee, technical support to City Manager and Executive Director of the Parks, Recreation and Community Services Agency, for the City's Cable Television operations up to twenty-eight (28) hours per week, twelve (12) hours of which will be dedicated to development of the community bulletin board. Services provided by Consultant include but are not limited to cable programming, customer service and franchise compliance/ administration, as follows: 1. Monitor currency and accuracy of franchise security and certificate of insurance documents provided by the Cable Operator. 2. Receive/document resolution to subscriber's complaints and respond to cable television program inquiries from City Officials and citizens. 3. Assist in providing information for and attend Santa Ana Cable Advisory Board Meetings as requested. 4. Monitor Cable Operator's telephone response time and report results to City. 5. Maintain databases necessary to monitor Cable Operator's compliance to City Cable Television Subscriber Protection Ordinance and franchise agreement and to provide information based on inquiries. 6. Maintain in City Cable Office historical and current records of cable television program, franchise agreement and related documentation. 7. Plan and coordinate programming requirements for programming shown on City Channel 3. 8. Provide comprehensive technical performance testing of the subscriber cable and I -NET systems as set forth in Exhibit `B". This testing will be conducted during the months of July and August. 9. Prepare a comprehensive cable regulatory report documenting overall cable operator activity, performance and compliance to the franchise agreement. This report will be completed at the conclusion of the calendar year. 10. Prepare a report documenting the programming that was prepared and shown on Channel 3 and the operator's compliance to the franchise agreement. 11. Assist in development of alternatives for the production of city cable television programming for the forthcoming franchise renewal negotiations. 12. Perform a cable rate comparison of Adelphia systems in Orange County.