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6.A. - Page 8 of 9 <br />Section 2. eBusiness Service: Consultant will provide eBusiness Services including <br />presenting bills online and/or accepting and reporting payment transaction information to <br />facilitate ACH and/or credit card payments via web, SMS, or Bank Billpay (e -Lockbox). <br />A. General System Description <br />• Mobile -Ready Customer Engagement: all products are mobile compatible <br />out of the box, with no app store downloads required of customers. Powered <br />by Consultant's CCM platform, customer specific messaging and payment <br />reminders are delivered electronically. <br />• One -Time and Automatic Payments: allow customers to quickly make a <br />one-time payment, as well as sign up to have their payment account auto <br />debited with each billing cycle. <br />• Bill Notification and Presentment: notify customers via email when a new <br />bill is available, and securely deliver exact replica of printed documents to <br />customers' inbox or show online via the secure portal. <br />• PCI -Compliant Cloud Based Solution: electronic billing and payment related <br />products hosted in the cloud by Consultant in a secure PCI -Level 1 <br />compliant environment. <br />B. Data Transfer Processing <br />• City to transmit data to Consultant in an agreed upon format, using the Data <br />Transfer and Processing workflow described in Section 1. <br />• Data loaded into the eBusiness system is used to facilitate accurate <br />payments via Web, or Mobile. <br />C. Customer Enrollment and Bill Notification <br />• Data loaded into the system will be used to facilitate customer enrollment, <br />using two pieces of information specific to the customer bill. <br />• For enrolled customers, system will send a notification of the new bill <br />available via email. <br />• The system may optionally be configured to display a PDF replica of the bill <br />image. <br />D. Customer Payment and Reporting <br />• Customers can make payment via Web, and Mobile. <br />• Payments can be configured to allow Users to pay by bank account and/or <br />credit/debit card. <br />• All payments will be reported in a standard daily "lockbox" file. <br />• Section 3. Support Description: Dedicated Account Manager to monitor and <br />provide support. <br />• Dedicated Support Staff for reviewing and responding to incoming issues. <br />• Multiple communication channels available for City preference: web support <br />ticketing tool, email, and phone. <br />• Proactive support initiated by Consultant staff when City data issues are detected <br />by Consultant Quality Control processes. <br />• Issues tracked via Consultant CRM tool, ensuring full resolution before the ticket <br />can be closed. <br />II. Fee Schedule <br />REV; 02-11-2020 MI <br />ATTY/AGR.Amend. Nol/lnfoSend, Inc. (Page 5 of 6) <br />13 <br />