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The Proposer shall describe the following detail for each area of training: 1) a brief description of the subject matter; 2); the number of training sessions offered; 3) the total number of training hours per student; 4) the maximum number of students eligible to receive training; and 5) proposed training schedule. Please see responses under Item A. above. 3.12 CUSTOMER SUPPORT PROGRAM A. The Proposer shall provide the following customer support: 1. A toll-free number that shall be available, at a minimum, between Sam and 6pm PST/PDT, Monday through Saturday except for official City holidays. Ongoing Customer Support • The City of Redwood City's designated project manager, Steve Smeenge, will be the single-point- of-contact support contact for the City. • A regional product support technician will also be assigned to the City, who will work closely throughout the partnership with the City's pay station pay station pay station pay station pay station technicians and administrators who work with the Data Management System. They will provide customer support to the City during the hours of 8:00am to 5:00pm PST. • The public-private partnership between the City and IPS will continually be fostered by IPS Group's team of financial, sales and marketing, and administrative experts who will ensure the City is attaining all of their goals throughout the contract. • Additional services and products that are continually being developed by the IPS research and development team will be introduced to the City as they become available. • IPS has a 24/7/365 answering service that will allow the City to contact an IPS support representative at any time in an emergency at (1-877-630-6638). 2. Customer support staff shall return a call from the City within 15 minutes during operating hours. Calls requiring a response from a senior member of the Proposer's staff shall be returned within 15 minutes during the above hours. City reserves the rights to change the business hours to reflect changes in the meter hours and days of operation. IPS will comply. 3. Any subcontractor(s), e.g., gateway companies, shall be subject to the same availability standards (i.e., between S am and 5 pm PST/PDT) and shall return calls within 15 minutes. IPS complies. B. Proposal Deliverables — Customer Support 1. The Proposer shall describe the proposed technical support services included with the equipment purchase, including help desk availability in relationship to meter operational hours, on-line help features, on-site support and technical support during and beyond both the installation and warranty periods. 2. The Proposer shall describe support levels, including at the City staff level, the Help- Desk or local trained support level, and the manufacturer's support level (e.g., engineer or major IT personnel). IPS clearly understands the importance of ongoing project support and we encourage the City to speak with our references in this regard. We also understand that ongoing support is a critical element of any successful project and the basis of a long term partnership. Help Desk & Ongoing Support: IPS will be providing telephone based help desk support services during standard business hours from 8am – 5pm PST and a toll-free telephone option (877-630-6638). Additionally, IPS provides after hours service in the case of emergency, weekends, after hours and holidays which is 24/7 REV: 05-05-16 JS Page 96 of 177 ATTY/AGR.2016.094/IPS Group