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InfoSend Response -121291200 6 <br />a.) InfoSend performs periodic system maintenance that can require temporarily <br />taking the websites offline, If this type of maintenance is required the downtime <br />generally lasts for less than 1 hour. This type of maintenance is performed after <br />hours. <br />b.) If a critical security update becomes available outside of the maintenance <br />window described above that requires a temporary website outage, InfoSend will <br />install the update If it determines that postponing the update will put the client's <br />data at risk, These types of updates are rare and can generally be applied <br />without requiring the websites system to be taken offline. If an Interruption of the <br />systems is required for this type of update, the outage will generally last only a <br />few minutes, <br />c.) If the EBPP system is Inaccessible by a customer due to a problem on the <br />customer's end then InfoSend will not be penalized. Examples Include a <br />hardware or software problem with the customer's computer, inability to access <br />the internet because of a problem with the customer's Internet Service Provider, <br />a DNS problem with customer's computer that makes the InfoSend EBPP site <br />appear to be offline when it is not, Client wlil judge customer complaints of EBPP <br />outage by using the following procedures: <br />i. If a customer calls or emails client and states that the EBPP is down <br />or responding very slowly, client will attempt to access the EBPP <br />system to see If it can connect at normal speeds. If client can connect <br />to the EBPP system at that time and the site Is responding then the <br />problem Is most likely on the customer's end and InfoSend will not be <br />penalized. Client will advise the customer to check to ensure that their <br />computer can connect to other websites and try to connect to the <br />EBPP system again. <br />1, If neither the customer nor the client can connect to the InfoSend <br />EBPP then the client will check to see if other websites, like <br />www.google,00m and www.yahoo.com are accessible. If other <br />common websites are loading very slowly or not accessible at all then <br />the problem could be caused by a major internet backbone outage. In <br />this scenario InfoSend will not be penalized. <br />iii, If neither the customer nor the client can connect to the InfoSend <br />website but the client can connect to other common websites like <br />www.google.com and wvvw.yahoo.com, then the client can suspect <br />that the problem is on InfoSend's and and instruct the customer to try <br />to connect to the website at a later time. The client will immediately <br />notify InfoSend of the potential problem. InfoSend will then attempt to <br />verify and diagnose the issue and will contact the client with more <br />information on it as soon as it becomes available, The client will be <br />eligible for a service level credit. <br />IIV,A.6 IMPLEMENTATION AND TRAINING SERVICES <br />InfoSend does will not charge the City for Implementation or training. InfoSend has <br />reviewed the milestone dates provided In the RFP and the go -live date of March 1, <br />2007 is achievable and practical, We recommend that the Implementation of the <br />printing and mailing service and the electronic bill presentment and payment service <br />be staggered by at least 4 weeks to streamline the installations and allows the City to <br />25H-4$ 36 <br />