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<br />203193300.19 A-4 <br /> <br />KPI <br /># <br />Title Definition Measurement <br />Tool(s)1 <br />Liquidated Damages <br />8 Website <br />Operations <br />The Program website must be operational 100% of the <br />time every year (i.e., every hour of every day, 24 hours <br />per day, 7 days per week, measured annually) excluding <br />(i) scheduled downtime, and (ii) any period when the <br />Computer Hardware for the Program and/or Software is, <br />and remains, damaged through Hacking. <br />Operator records/ <br />databases <br />If in any year the website is not <br />operational 100% of the time, then <br />$50 for every hour each year that <br />the website is not operational. <br />9 Telephone <br />Answering Time <br />Not less than 80% of telephone calls to Operator’s call <br />center each month must be answered by a person within <br />90 seconds or less. <br />Operator records/ <br />databases <br />$100 for every percentage point <br />below 80% that telephone calls are <br />not answered in 90 seconds or less <br />in any month. <br />10 Email Response <br />Time <br />Not less than 95% of emails to Operator’s public <br />information email address must be answered within 1 <br />business day. <br />Operator records/ <br />databases <br />$100 for every percentage point <br />below 95% that emails are not <br />answered within 1 business day or <br />less in any month. <br />11 Bicycle Availability <br /> <br /> <br />This Bicycle Availability requirement is met if the monthly <br />average Bicycle Fleet Level, recorded once each Day of <br />the month between the hours of 11:00 AM and 3:00 PM, <br />is not less than 90% of the Program Fleet. <br /> <br />Damages are calculated as the sum of Bicycles under the <br />threshold for each Day that the recorded Bicycle Fleet <br />Level is less than the required Bicycle Fleet Level. <br />Software System $15 for each Bicycle that is under <br />the 90% threshold each month.