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Schedule Q REVISED 011317: 0KG <br /> <br /> 13 <br />EXHIBIT C <br />MAINTENANCE AND OPERATION PLAN <br /> <br /> <br />OPERATIONS & MAINTENANCE <br />● EBCE shall maintain a minimum of ninety-seven percent (97%) operational availability (as a percent of <br />the time) of Charging Stations at each site. <br />● EBCE, or its representative, will employ a network communication system with a service provider <br />capable of monitoring the Charging Stations for any error or malfunction twenty-four (24) hours a day, <br />seven (7) days a week. <br />● Maintenance of the Charging Stations shall be performed by EBCE and/or its subcontractors who have <br />the capabilities and capacity to notify and respond to issues or malfunction. <br /> <br />City shall have no responsibility for the payment of maintenance, operation and repair costs, including any <br />license, fees, and/or taxes. This responsibility spans from contract execution through expiration. <br />CUSTOMER SERVICE <br />EBCE currently manages a successful call center to respond to and manage questions about EBCE’s electricity <br />service and programs. EBCE will provide, or cause to be provided, the same level of customer service to EV <br />drivers using EBCE Charging Stations. EBCE will ensure customer support is accessible in at least English and <br />Spanish via a toll-free telephone number and email address. Both communication pathways will be clearly posted <br />near the Charging Stations, and customer support service will be trained and equipped to provide or dispatch <br />services to address any concerns at the Charging Stations that EBCE customers may experience. As applicable, <br />access to these communication pathways will also be available through the contractor’s online portal and/or <br />smart phone app. As the Charging Stations will be accessible 24/7, EBCE will require that customer support <br />service is equally accessible 24/7. <br />DocuSign Envelope ID: D2372BE9-D7E3-4E76-9BFF-E8B3CA2B606C