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(9) CITY OF SANTA ANA 3. IT Service Provider(s) shall provide for on -site support between the hours of 7:30 am to 5:30 pm Monday through Friday or alternative hours as requested or approved by City IT Management. Service provider staff may be required to occasionally be on -call and provide after -hour services. After -hour work may also be required during scheduled maintenance windows and Service Provider staff may be requested to flex their hours. 4. All IT Service Provider personnel must wear a visible identification badge or clothing when at City facilities, identifying staff members as employees of the IT Service Provider. The City maintains the right of refusal for staff deployed to City facilities by the IT Service Provider. 5. IT Service Provider will be responsible for the conduct of any temporary contract service personnel placed with the City. If, at the sole discretion of the City, a temporary contract service person is determined to be unsatisfactory for any reason, the Proposer will withdraw the individual upon notification by the City. The City will not be charged for the period of unsatisfactory service. 6. IT Service Provider personnel will utilize the City's IT Service Management System (ITSM), currently Cherwell, for managing work service and change requests. 7. City will provide reasonable office space and furnishings for IT Service Provider personnel. The City may also provide an office phone if necessary. IT Service Provider will be responsible for any toll calls made by the contractor that are not made on behalf of the City. 8. The City does not provide onsite parking. IT Service Provider or their staff are responsible for any offsite parking expenses that are required. 9. IT Service Provider is responsible providing their personnel with all equipment, software, and office supplies necessary for their staff to perform their duties. This includes computer equipment (PC, laptop, monitor, etc.) and cell phone. The City will provide a base image for computers that meets City -security protocols and will allow network connectivity to IT Service Provider personnel. IT Service Provider will delete all software and reimage the computer when it is no longer used for City of Santa Ana business. 10. City will provide IT Service Provider personnel with reasonable access to City staff as necessary and appropriate to for IT Service Provider to fulfill its obligations. In order to facilitate reasonable access to City staff, IT Service Provider personnel may be issued City email accounts, phone extensions, and badges that provide access within City facilities. 11. IT Service Provider personnel must have a Live Scan background check performed by the Department of Justice prior to being placed at the City. (See section X.F.) 12. The City will pay only straight time (i.e. no increase in effective hourly billing rate) for all hours worked. Overtime will be considered as any time in excess of the City's scheduled work week. The City will pay only for hours in excess of a normal schedule when authorized in advance by the City's Information Technology Director or a designated manager and then only at a straight time rate. 13. The City does not provide compensation for temporary technology contract service personnel or technology consultants for holidays unless they are required to work on a City holiday and their work time has been prior approved by the City's Information Technology Director or a designated manager and then only at a straight time rate. The following are City Holidays: RFP No. 20-124 Information Technology As -Needed Professional Services Page 6 of 35