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requested. All minor category service requests shall be addressed within eight <br />(8) hours of the report with problem resolution provided within twenty-four (24) <br />hours. <br />Major Service Category. A major service category shall be defined as any <br />service request that affects; two (2) or more inmate telephones not operational, <br />call detail/recording information not listing on the ICON System, call recording <br />or live monitoring utilities not -operational or dysfunctional. All major category <br />service requests shall be addressed within four (4) hours of the report with <br />problem resolution provided within four (4) hours of the report unless otherwise <br />negotiated with the City. <br />Emergency Service Category. A major service category shall be defined as <br />any service request that reports fifty percent (50%) of inmate telephones being <br />disabled in any location of the Jail. All major category service requests shall <br />be addressed within one (1) hour and a service technician guaranteed on-site <br />within two (2) hours of the report. <br />2.2 Video Visitation Services. <br />(a) BCD - Kiosks. The Contractor agrees to provide and install four (4) Bridge <br />Communication Devices at the facility. The BCD devices will provide on-site video <br />visitation services. If requested by the City additional BCD devices will also <br />provide secure messaging (e-mail) and Video Messaging Services. The BCDs <br />can also function as inmate telephones. <br />(b) Video Visitation Service. The Contractor agrees to provide remote and onsite <br />video visitation service at the Santa Ana City Jail. <br />2.3 Installation of Service. Legacy shall install and make fully functional all inmate <br />telephone and video visitation services reflected in sections 2.1 and 2.2 of this <br />agreement no later than thirty (30) days after a project "kickoff' meeting between the <br />City and Legacy. <br />2.4 Related Services, The City retains the option to implement and make use of any <br />related services offered or developed by the Contractor during the period of this <br />agreement. All services that bear a revenue sharing component shall be subject to <br />the compensation terms defined in Section 3 of this agreement. <br />2.5 Incorporation of Legacy Proposal The proposal by the Contractor dated May 23, 2017 <br />and submitted in response to the City of Santa Ana RFP 17-052 is incorporated into <br />this agreement in full. <br />3. COMPENSATION <br />3.1 Call Commissions. The Contractor agrees to pay the City a minimal annual <br />percentage of inmate gross billable revenue defined in Exhibit "A" at a rate of 77% of <br />all revenue generated or $110,000 annually, whichever amount is greater. <br />3.2 Financial Incentive. The Contractor agrees to pay $15,000 to the City upon execution <br />of this Agreement. <br />Page 3 of 11 <br />