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