LD SYSTEMS - 2012 - Laserfiche WebLink

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b. Software support will be provided in accordance with the following severity table: Priority Description SLA 1 Emergency Condition making use or continued use of any one or more 2 hours functions of the Software impossible 2 Any condition which makes the use or continued use of any one or 4 hours more functions of the Software difficult, and which customer cannot reasonably circumvent / avoid. 3 Any limited problem condition which is not critical —no loss of data 8 hours occurs and which customer cannot reasonably circumvent without expenditure of significant time / effort 4 Any minor problem, condition or documentation error which customer 2 business days can easily circumvent or avoid. Includes new feature requests. c. If repairs or support are required as a result of City's negligence or misconduct, investigative hours incurred by Contractor or Support will be billed to City at $195./hour. 5. Transactions. a. City shall be responsible for maintaining a sufficient amount of cash in the kiosk and taking cash from kiosk on a regular basis. City shall reconcile accounts serviced through the kiosk. b. Contractor shall develop and install an interface with iNovah, the City cashiering system, allowing City Treasury customers to utilize the kiosk to pay municipal utility bills, business licenses, dog licenses, and parking citations with cash, check or credit card, at the Contractor's kiosk. All transactions shall be made in real time. Payments shall be accepted twenty-four (24) hours per day, seven (7) days per week. The interface shall include development, testing and live integration, and shall be completed within forty-five days after installation of the kiosk at City Hall. The kiosk shall be installed and operational on or before December 31, 2012. c. Contractor shall in collaboration with CardFlex/First California Bank and iNovah, develop an interface to allow paycard customers to utilize the kiosk to load or withdrawal funds from the CardFlex debit card sponsored by City, in compliance with federal and state banking regulations. d. Contractor shall guarantee that transactions performed at the kiosk will comply with all Federal, State and local laws, rules and regulations, including Payment Card Industry Data Security Standard (PCI DSS). 6. Website/Treasury Cashiering System. a. Contractor's kiosk. Shall provide to City, via iNovah interface, a real-time listing of all deposits/payments made via the kiosk. Contractor interface shall permit the appropriate City Personnel to confirm each individual transaction.