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July 15, 2024 Page 17 City of San Leandro/ACI Franchise Agreement Contractor shall bill Customers electronically using paperless invoices; however, Contractor shall bill 629 Customers who decline, or are otherwise unable to provide email contact information, by standard 630 mail, using standard (printed) invoices. Contractor shall permit Customers the ability to pay their 631 bills through an electronic check or credit card and include the ability for Customer billings to be 632 automatically charged on a recurring basis. Such online billing system shall meet the accessibility 633 and compatibility requirements set forth in Section 4.12.1.C. Contractor shall prepare, mail, and 634 collect bills from Customers who decline to use such internet-based billing system. Contractor shall 635 make arrangements to allow such Customers to pay bills by cash, check, electronic check, money 636 order, and credit card. 637 D. Bill Inserts. Up to four (4) times per calendar year, City may direct Contractor to include inserts with 638 Customer invoices. Contractor shall provide electronic bill inserts to Customers who are billed 639 electronically, and paper bill inserts to Customers who receive paper bills. Electronic bill inserts and 640 attachments must be readily available for the Customer to view upon receipt of the invoice. 641 Contractor shall provide to the City relevant metrics in accordance with Exhibit D used to determine 642 the click to open ratio of electronic bill inserts by Customers. The City may request a change to the 643 method by which electronic bill inserts are delivered (e.g. contained in the body of the email rather 644 than as an attachment) to Customers in order to increase the number of Customers who read or 645 engage with the bill insert content. If such a request is made, Contractor shall timely provide the 646 City with the feasibility, including any changes in costs, resulting from adjusting the method of 647 electronic bill insert delivery. At City’s direction, conditioned upon mutual agreement on the cost 648 and necessary adjustment to rates associated therewith, Contractor shall implement the revised 649 method of electronic bill insert delivery. Contractor shall comply with such request for the 650 scheduled, applicable outreach materials for the targeted Customer group. Contractor shall perform 651 this service with no additional requirement for compensation. 652 E. Recordkeeping. Contractor shall maintain copies of all billings and receipts, each in chronological 653 order, for the Term of this Agreement, for inspection and verification by the City Contract Manager 654 at any reasonable time but in no case more than thirty (30) calendar days after receiving a request 655 to do so. 656 F. Past Due Amounts. Contractor shall be responsible for collection of payment from Customers with 657 past due accounts (“bad debt”) for a period of one (1) year from the invoice date, including late fees 658 approved by the City in accordance with Exhibit G1. Contractor shall make reasonable efforts to 659 obtain payment from delinquent accounts through issuance of late payment notices, and telephone 660 requests for payments. At a minimum, for any account that becomes more than thirty (30) calendar 661 days past due, Contractor shall notify such Customer of the delinquency via written 662 correspondence, instructing the Customer that unpaid bills which become more than forty-five (45) 663 calendar days delinquent may be assessed late fees approved by the City in Exhibit G1. Contractor 664 shall provide a second written notice of delinquency to any account which becomes more than sixty 665 (60) calendar days past due, and a third written notice of delinquency to any account which 666 becomes more than ninety (90) calendar days past due. 667 Quarterly Customer invoices shall be due thirty (30) calendar days after the end of the billing period. 668 Monthly Customer invoices shall be due thirty (30) calendar days after the first day of the billing 669 period. In the event Contractor’s efforts for a one (1) year period to collect monies due from a 670 Customer fail and Contractor can demonstrate to the City Contract Manager that Contractor 671 attempted on at least four (4) documented occasions to solicit monies due from each delinquent 672 Docusign Envelope ID: 908A450D-1F36-4C09-B8A4-C1D639B5A05A