25C - AGMT INMATE TELEPHONE AND VIDEO VISITATION SERVICES

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2.1 Inmate Telephone Service. (a) Collect Calls. To the extent consistent with applicable federal and state laws, rules and regulations, Legacy agrees to provide, and the City hereby agrees, to accept the provision of operator services with automated assistance for the City Jail. Each operator service call originating from the telephones and placed through the Contractor may be charged "Collect" to pre -approved destinations. Legacy will validate each call through the national Line Information Database (LIDB) and will only process "collect" calls to destination points that do not have registered blocks. Calls shall only be billed upon "acceptance" by the destined party. Legacy shall notify each called destination that the call is coming from the applicable correctional facility, provide the name of the "caller/inmate", provide the called party with call rate information, and allow for acceptance or denial of the call. The Contractor will also provide the called party the option to block their telephone number from further calling. (b) Pre -Paid Account Service. Legacy shall provide its Friends and Family pre -paid call service. Legacy agrees to provide pre -paid collect service as needed. The Contractor will provide a toll-free access number for friends and family to call to set up prepaid "collect" service accounts. The Contractor shall also provide access to an internet-based website where prepaid services can be ordered. Prepaid Accounts can also be utilized to fund voice messaging, secure messaging (email), video messaging services, and related services as selected by the City. (c) Debit Service. Debit service will be provided to the City as requested. Debit calling services can be utilized to call any destination worldwide. Debit services may be applied directly to an Inmate PIN or by distributing Debit Cards if requested by the City. The City shall be invoiced for all Debit amounts purchased through the facility commissary or cash office. Purchased Debit amounts will be discounted by the City's commission percentage. Legacy agrees to work with the City's commissary service provider to create an interface system the will allow debit amounts to be purchased through the commissary and applied to a valid inmate PIN. (d) Inmate Phones. The Contractor agrees to provide inmate phones and associated equipment for the entire period of this Agreement. (e) Communications Management System OCON'"1. The Contractor agrees to provide access to its inmate communications management system - iCON- including system updates released during the period of his agreement. iCON"' shall provide all services as detailed in the Contractor's response to Request for Proposal No. 17-052 Inmate Telephone Service and Visitation System. (f) Service Level Responses The Contractor agrees to provide the City with twenty- four -hour toll-free customer support, 365 days a year including holidays for the Inmate Telephone Service. The Contractor will make its best effort to provide the following Service Level Response times for Inmate Telephone Service: • Minor Service Category A minor service category shall be defined as any service request the affects; one (1) individual inmate telephone not operational, static or other noise heard on the telephone line, ICON system administration action needed, new or customized report requested, or additional training Page 2 of 11 25C-6