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(9) City of Santa Ana <br />4.3 RESPONSE TIMES <br />4.3.1 General Requirements <br />Contractors must respond to OCFA's requests for emergency ambulance transportation service <br />within the response times set forth in this Section. Response times will be calculated as the <br />actual elapsed time in minutes from the moment the request is received by the Contractor's <br />dispatch center to the time that the Contractor's first ambulance arrives on scene. Where <br />multiple ambulances are dispatched to the same emergency scene, only the response time of <br />the ambulance arriving first will be counted for purposes of calculating the response time. <br />4.3.2 Response Time Measurement <br />Response times are measured in full minutes, rounded upward. For purposes of measuring <br />compliance and for the imposition of any penalties, any partial minute will be rounded to the <br />next full minute. For example, a response time of 10:01 or 11:00 is counted as eleven minutes. <br />4.3.3 Response Times Required <br />Contractor must strictly adhere to the following required response times at a quarterly <br />compliance rate of ninety percent (90 %) in each Code 2 and Code 3 categories, which shall be <br />reported separately: <br />Metro /Urban Requirements: <br />a. Code 3- Response time must not exceed ten (10) minutes, zero (0) seconds. <br />b. Code 2- Response time must not exceed fifteen (15) minutes, zero (0) seconds. <br />4.3.4 Response Time Reporting <br />Contractor must provide quarterly response time reports to the OCFA ( "Quarterly Response <br />Time Reports "). If the Quarterly Response Time Reports are not submitted to the OCFA as <br />prescribed herein two (2) or more times in a single 12 -month period, such omissions may <br />constitute breach of contract. <br />Phase 2 RFP: Emergency Ambulance Transportation and Related Services Page 133 <br />June 14, 2012 <br />25F -52 <br />