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an office within the City. <br />B. Qffice Hours. The Contractor's office hours shall be, at a minimum, from 7:00 a.m. to 4:00 p.m. <br />daily, except Saturdays, Sundays and Holidays. <br />C. Availability of Representatives. A responsible and qualified representative of the Gontractor <br />who is authorized to take necessary corrective action shall be available within the City during office hours <br />for communication with the City and/or the public. <br />D. Telephone. The Contractor shall maintain atoll-free telephone system in operation at its office <br />facility during office hours. The Contractor shall install telephone equipment, and have available service <br />representatives sufficient to handle the volume of calls typically experienced on the busiest days. The <br />Customers must be able, with reasonable convenience, to reach the Contractor's office by phone during <br />office hours. The Contractor shall also maintain an after-hours toll-free telephone number for use during <br />other than normal business hours. The Contractor shall have a representative, answering service or <br />voicemail system available at said after-hours toll-free telephone number during all hours other than normal <br />office hours. Any recording shall provide an additional number to call in the event of an emergency. The <br />Contractor shall provide the City the means to contact the Contractor directly by telephone on a 24hour <br />basis in the event of an emergency. <br />5.4 SERVICE COMPLAINTS AND RESPONSE <br />A. Com lain .The Contractor agrees to maintain a written log of all oral and written service <br />complaints registered with the Contractor from Customers or the public within Franchise Area ("Complaint <br />Log"). The Contractor shalt be responsible for the prompt and courteous attention to, and prompt and <br />reasonable resolution of, all Customer complaints. The Customer complaints that cannot be reasonably <br />resolved may be appealed to the City for final resolution. The Contractor shall record in the Complaint Log <br />all written and oral complaints, noting the name and address of complainant, date and time of complaint, <br />nature of complaint, and nature and date of resolution. Such log shall be kept so that it may conveniently <br />be inspected by representatives of the City upon request The Contractor shall deliver, along with quarterly <br />reports specified in Article 9.2 or otherwise upon request of the City, a summary of complaints by number <br />and type, and a legible copy of the log reflecting action to date. <br />B. Complaint Response. The Contractor shall respond to all complaints from Customers, other <br />than missed pickups, withintwenty-four (24) hours if the complaint is received during a weekday or by the <br />next business day if the complaint is received on a Saturday, Sunday or a Holiday. <br />C. Missed Picku s. In the event of a missed pickup, the Contractor shall complete the pickup <br />before 12:00 p.m. the following day. <br />D. Liquidated Damages for Failure to_ Respond. The City Representative may levy a charge in the <br />amounts listed in Article 11.1 for failure to meet the requirements of Article 11.1 of this Agreement. <br />r:~~.Pa~caa~~,~~~wz.~a ovouoo Page 28 of 59 <br />