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InfoSend Response— 12/29/2006 <br />1) There are no scheduled downtimes. All system maintenance is performed after - hours. Since <br />InfoSend's services are provided in the Application Service Provider (ASP) format, there are <br />no software versions. Changes and improvements to the services evolve over time and are <br />tested on InfoSend's end without requiring the client to make changes to their systems. <br />2) "How will the vendor's help desk calls be handled? What are the hours of operation ?" <br />a. Standard customer service is provided from 8:00am to 5:00pm, Pacific Time. After -hours <br />customer service is available 24 hours a day with a 4 -hour response time via an <br />answering service. <br />b. InfoSend is always open on the same days that our municipal utility clients are open. <br />The holidays that Customer Service takes are New Years Day, Memorial Day, <br />Independence Day, Labor Day, Thanksgiving Day, and Christmas Day. <br />c. The toll free number to contact Customer Service is (800) 955 -9330. The toll free after - <br />hours answering service number is given during implementation. There is no charge for <br />support and it is unlimited. <br />3) "What training is included for CSR's and system administrators ?" <br />Training is provided for how to use the InfoSend website to upload files to InfoSend, review <br />samples, track files, request inserts, and download reports. Training is also provided for the <br />CSR tool that is used to research customer questions related to the electronic bill <br />presentment and payment service. <br />4) "Are there any minimum technical requirements for a CSR/Customer to access EBPP ?" <br />Yes — the CSR/Customer must have an internet browser capable of supporting 128 bit SSL <br />security. The EBPP site is only accessible over a secure connection and access is denied if <br />the user attempts to manually change the EBPP URL to go over a non - secure connection. <br />The 128 -bit SSL protocol is industry standard for all secured websites and supported by the <br />vast majority of browsers. This type of security became standard on Microsoft operating <br />systems with the release of Internet Explorer 3.0, which came out with the second revision <br />of Windows 95. Users who had the first version of Windows 95 were able to download <br />Internet Explorer 3.0 to upgrade their systems. <br />Basic JavaScript is also required. This is also a standard feature of the vast majority of <br />browsers in use today and many websites do not work properly without it. <br />The EBPP system does not require the user to have a PDF viewer or a Java platform. <br />5) What kind of documentation will be provided? <br />Documentation is provided on the EBPP CSR tool. A quick reference guide is provided for <br />the InfoSend website itself. <br />6) Monthly maintenance. <br />25J -44 <br />a <br />