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<br />Amendment No. 1 to <br />Non-Professional Services Agreement between City of San Leandro and GoGo Technologies, <br />Inc. July 1, 2021 <br /> Page 3 of 8 <br /> <br />Consultant will be responsible for the following elements of the Program: <br /> <br />• GoGoGrandparent. Provide the GoGoGrandparent service to City’s Customers. <br />• GoGoGrandparent is an automated hotline that allows City’s Customers to <br />access and use Uber or other Transportation Network Companies (“TNCs”) that <br />meet the insurance requirements as specified in Section 4.2.1, with a phone call <br />in accordance with the following process: <br /> <br />o Registered Customers call 1 (855) 464-6872 when they need a ride, and <br />press a digit that corresponds to the location they would like to be picked <br />up at. For example: <br />▪ “Please press 1 for a car to be sent to pick you up from your home” <br />▪ “Please press 2 for a car to be sent to pick you up from where we <br />dropped you off last” <br />▪ “Please press 0 to speak with an operator” <br /> <br />• Based on the selection, Contractor orders a ride to the selected pickup location <br />through a third party transportation network service, such as Uber or qualifying <br />TNC. It tracks the ride and saves the last location to the Customer’s dial tone <br />menu. The risk is monitored: if a driver cancels, Contractor automatically <br />reorders; if a driver is lost an operator is alerted; if a driver tries to communicate <br />with a Customer, Contractor manages that contact. <br /> <br />• In addition, Contractor provides custom instructions to the Uber or qualifying TNC <br />drivers, tailored to the needs of individual Customers. <br /> <br />• Operator Support. Operator support is provided 24/7 to Customers at no <br />additional charge. Operator support is provided for: <br />o Answering questions. <br />o Ordering rides when a caller is not at their home or last location. <br />o Assisting callers with technical issues associated with the Contractor’s <br />service. <br /> <br />• Hours of Availability. Customers will have access to the Contractor’s service and <br />to speak with an operator 24 hours a day, 365 days a year. <br /> <br />• Enterprise Features. Contractor will provide City a registration page that City <br />may use to enroll Customers into the Program. <br /> <br />The City will take on the following responsibilities with respect to the Program: <br /> <br />DocuSign Envelope ID: 27BBFBF3-AFEC-4538-ACDB-3F8221C6A795