Res 2013-090/Approving a service agreement between Cash Cycle Solutions, Inc. for the Utility Billing and Notice Services

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The Contractor will: 1.11.1 Provide immediate notification to the City of any maintenance, operational, or production issue that could delay the production /distribution of bills and /or delinquent notices to the post office. The Contractor will have available immediate access to the backup equipment or a 24 hour equipment service contract in the event of the Contractor's equipment failure. 1. 11.2 Maintain a formal Disaster Recovery /Business Recovery Plan, Exhibit C which includes an established and regularly tested back -up facility for the primary production facility. 1. 11.3 Maintain a business continuity plan with redundant on -site equipment, power backup systems and disaster recovery procedures. Ensure that the Operations Centers and Computer Data Centers have a full, uninterruptible power supply (UPS) supported by diesel generators to ensure high reliability power service in the event of both short-term and long -term power outages. These backup power systems support both technology and print and mail production services. In the event of an outage, the UPS system sustains power until the backup generator is triggered within approximately one minute and power is switched to continue running production as usual (processing, printing, folding, and inserting as well as the usual administrative functions). In addition, the Contractor will test backup power systems monthly. 1.11.4 House all production servers at an offsite co- location, Peak 10, in Charlotte, North Carolina. The Contractor's IT infrastructure is backed up at two Peak 10 locations; Charlotte, North Carolina and and Jacksonville, Florida. In the event of a disaster at the Contractor's Charlotte Production Facility, the Contractor will recover at the Contractor's San Diego, California Production Facility and vice versa utilizing a dedicated DS3 point -to -point circuit between the two facilities. In a disaster the City will be able to continue submitting and monitoring all print jobs using CCS MailManagerTM. Once a disaster is declared, the business continuity plan will go into effect and the City will be notified within 24 hours and will be given information regarding the production schedule. All work will be prioritized through CCS Mail Manager TM using the same Service Level Agreement ( "SLA ") criteria the City agreed to. 1.12 TASK 12 — IMPLEMENTATION The Contractor will: 1. 12.1 Coordinate implementation, testing and training with the City's Information Technology, Utility Billing and Finance Departments in accordance with the Detailed Implementation Plan, Exhibit B. During this implementation phase, the City will be assigned a Project Manager (implementation specialist) who will work directly with City staff under direction and supervision of the Contractor's Director of Professional and Client Services. Once the implementation process is complete, the City will be assigned a Client Service Professional (CSP) and Backup CSP who will be the primary and secondary points of contact throughout the duration of this Agreement. The Sales Manager and Account Manager will continue to be a 0