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technical support shall be supplied by the Bank as appropriate for all services <br />provided. <br />O. Audit Requirements. Bank will be required to respond to audit confirmations <br />and other requests for data at least annually or as needed from the City's outside <br />auditors. Bank may be requested to permit the auditors to conduct on -site <br />inspection of transactions or review the Bank's internal control system. Define <br />the roles and responsibilities associated with these tasks. <br />P. Service Management. The City of Santa Ana places a strong value on excellent <br />customer service and requires a commitment from both its own staff and the <br />companies with which it does business. <br />Bank shall provide both proactive and responsive consulting services to the City. <br />Bank shall immediately notify the City whenever the Bank becomes aware of <br />potential problems that may occur to City accounts. For example, City staff <br />should be informed of any new form of check fraud, which many affect the City <br />as soon as possible after the Bank becomes aware of it. The Bank shall provide <br />the City with information on what the Bank is doing to correct the problem and <br />recommendations as to what the City may do to cause as little administrative and <br />cost burden to the City as possible. In addition, the Bank shall provide the City <br />with information concerning new and updated technology in the banking industry, <br />which can improve the City's banking or business activities. Designated bank <br />personnel shall be available by telephone at all times during the Bank's regular <br />business hours to respond promptly to City questions. <br />Q. Disaster Recovery. The Bank's disaster contingency plans, contact list and <br />backup systems which would enable the City to continue operations and provide <br />services to its citizens in the event of systems breakdowns or other emergencies <br />are important to the City's ability to provide continuous services to its residents <br />and local business community. <br />1. Describe the Bank's disaster recovery plan in detail. <br />2. Where are off -site facilities located? How quickly can this facility be activated <br />in the event of an emergency? <br />R. Bank Liability. The City will assess the degree to which the Bank will assume <br />liability for injury or harm to the City, its officers, officials, employees, agents, <br />vendors, customers, bondholders, and third parties in general. The City needs to <br />clearly understand the extent to which the Bank is willing to assume liability if <br />and when extraordinary events might occur. <br />1. Under what circumstances will the bank assume full liability for check fraud <br />on the City's accounts? <br />2. Under what circumstances will the Bank assume liability for wire failure, any <br />subsequent nonpayment to the City's bondholders or unauthorized wire <br />transfers? <br />City of Santa Ana — Banking Services Page 13 <br />