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InfoSend Response— 12/29/2006 InfoSend will not charge the City for the monthly maintenance. All maintenance Is inclusive of the per -bill printing and online presentation fees. IV.A,13 PERFORMANCE GUARANTEE "Vendor shall provide suggested performance standards against which compliance with the contract shall be measured. Fallure to comply with measurements will results In penalties to be determined during contract negotiations." 1.) Timeliness of Statement MallinglPresentmant InfoSend will print+mall and electronically present bilis per the RFP specifications. Failure to perform duties in the agreed upon timaframe will entitle client to service level credits. Exceptions: a.) If InfoSend's automated systems are unable to process the client's data file due to an unscheduled data format change on the client's end. InfoSend will contact the client and request that the file be resubmitted in the correct format. Should client not be able to send the data in the previous format due to a system change, time will be needed for InfoSend to make programming changes. Client should therefore notify InfoSend in advance if its data format is going to change. InfoSend requests that It be notified at least 4 weeks In advance of a data format change. b,) If client requests that samples of the bills are reviewed and approved before they are printediposted and fails to approve samples within a few hours then a delay may be caused. 2.) Bill Accuracy InfoSend will print/post bills free of any errors. Failure to print/post bills accurately will entitle client to service level credits. Exceptions: a.) If client sends incorrect data there is a good chance that InfoSend will also repeat the error. Example — client submits data in which the balance due from the first customer in the file is Incorrectly repeated In the balance due for the second customer in the file. The sample approval process can help the client catch his or her own error. b.) If client sends a customer record, which contains data that would not currently fit on the printed statement, then truncation will occur. Example — if the current printed statement is formatted to display a 20 -character or less customer first name and a data file is submitted that contains a 40 -character customer first name then data truncation will occur. If client Is adding a new field to its data format or is Including new data elements in existing fields, it is recommended that it send InfoSond- a test file to ensure that data truncation will not occur. 3_) Availability of websites InfoSend employs the use of multiple Internet connections from different Internet Service Providers to maximize website uptime. The websites will be accessible by customers and CSRs at all times. Exceptions: 25H-47 35