25H - AGMT - BILL PRINT SRVS - Laserfiche WebLink

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InfoSend Response - 12/20/2006 a.) InfoSend performs periodic system maintenance that can require temporarily taking the websites offline. If this type of maintenance is required the downtime generally lasts for less than 1 hour. This type of maintenance is performed after hours. b.) If a critical security update becomes available outside of the maintenance window described above that requires a temporary website outage, InfoSend will install the update if it determines that postponing the update will put the client's data at risk. These types of updates are rare and can generally be applied without requiring the websites system to be taken offline. If an interruption of the systems is required for this type of update, the outage will generally last only a few minutes. c.) If the EBPP system is inaccessible by a customer due to a problem on the customer's end then InfoSend will not be penalized. Examples include a hardware or software problem with the customer's computer, inability to access the internet because of a problem with the customer's Internet Service Provider, a DNS problem with customer's computer that makes the InfoSend EBPP site appear to be offline when it is not. Client will judge customer complaints of EBPP outage by using the following procedures: I. If a customer calls or emails client and states that the EBPP is down or responding very slowly, client will attempt to access the EBPP system to see if it can connect at normal speeds. If client can connect to the EBPP system at that time and the site is responding then the problem is most likely on the customer's end and InfoSend will not be penalized. Client will advise the customer to check to ensure that their computer can connect to other websites and try to connect to the EBPP system again. ii. If neither the customer nor the client can connect to the InfoSend EBPP then the client will check to see if other websites, like www.google.com and www.yahoo.corn are accessible. If other common websites are loading very slowly or not accessible at all then the problem could be caused by a major internet backbone outage. In this scenario InfoSend will not be penalized. iii, If neither the customer nor the client can connect to the InfoSend website but the client can connect to other common websites like www.google.com and www.yahoo.com, then the client can suspect that the problem is on InfoSend's end and instruct the customer to try to connect to the website at a later time. The client will immediately notify InfoSend of the potential problem. InfoSend will then attempt to verify and diagnose the issue and will contact the client with more information on it as soon as it becomes available. The client will be eligible for a service level credit. IV.A.6 IMPLEMENTATION AND TRAINING SERVICES InfoSend does will not charge the City for implementation or training. InfoSend has reviewed the milestone dates provided in the RFP and the go -live date of March 1, 2007 is achievable and practical. We recommend that the implementation of the printing and mailing service and the electronic bill presentment and payment service be staggered by at least 4 weeks to streamline the installations and allows the City to 25H -48 36