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3. Provide a report /statement indicating system downtime for the past year, <br />including how many hours and types of services that were affected. How <br />were these problems communicated to the clients? <br />The bank's client services and technical support teams monitor a number of <br />indicators to measure network availability and response speeds. Statistics are <br />gathered monthly and reported quarterly on both portal availability and <br />application availability on the portal. Through June 2016, ACCESS Online uptime <br />was 99.91 %. Calls to the help desk also are monitored and client- impacting <br />events are identified and escalated as quickly as possible. <br />Regularly scheduled maintenance windows are excluded from the availability <br />calculation. Each weekend, maintenance on the portal may be conducted from <br />5:00 p.m. PT Saturday until 3:0o a.m. PT Sunday. During the maintenance <br />window, users may not be able to access the portal. <br />Data delivery goal times are monitored continuously to help achieve aggressive <br />availability schedules. J.P. Morgan's client services and technical support teams <br />are central information sources regarding delays and access difficulties. <br />If a prolonged outage occurs, the J.P. Morgan ACCESS Online home page will <br />provide a broadcast message on access and data availability. In addition, your <br />dedicated client service professional may also notify the City regarding any <br />delays. <br />If the daily notification will be delayed, message banners will be broadcast on <br />J.P. Morgan ACCESS Online. If a reporting delay occurs, your client service <br />manager can report inclearing totals to you. <br />4. Provide the number of branches within the City of Santa Ana, and the nearest <br />full service branch that can assist City with its immediate banking needs. <br />J.P. Morgan has four full service banking center locations within the City of Santa <br />Ana. Santa Ana Main will be the closest location to the City, located at 130o N. <br />Main Street, Santa Ana, CA 92701. <br />As a business practice, we regularly review branch and ATM activity which may <br />result in branch openings and closings, ATM placement or removal, or in the <br />change of branch bank or ATM functions. Therefore, branch bank and ATM <br />locations and functions may change from time to time. Branch hours are subject <br />to change and will be posted at each branch location. <br />Page S JT VA gan <br />55E -100 <br />