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REV: 03-17-23 MI <br />Program Implementation (Phase 2) <br />Email Marketing Engagement <br />Using Customer email and other contact information provided by City, Provider shall conduct <br />one (1) Customer welcome email campaign. <br />The campaign will consist of unique, account-specific emails which summarize monthly water <br />use, provide a social norms-based comparison, present a call to action to sign up for the <br />Provider HOME program, and legitimize the relationship between City and Provider. Each email <br />will include the account name and account number for Customer convenience, and a direct link <br />to the Provider sign-up page. <br />Program Management/Development (Phase 3) <br />Status Meetings <br />In order to ensure that the project remains on track, and to provide ample opportunity for <br />feedback and insight from City, Provider anticipates conducting bi-monthly status meetings. <br />These meetings may be held by phone or webinar. <br />Supplemental Training <br />The Provider project manager shall provide supplemental training to City as reasonably <br />requested, or when material updates to Platform Services are developed and deployed. <br />Custom Development <br />The Provider shall display historical water budget on customer portal and billing period view. <br />Technical Support <br />Provider shall provide technical support to City via email during weekdays between 8:00am and <br />5:00pm Pacific Time, with the exclusion of Federal Holidays. <br />City may initiate a helpdesk ticket during Support Hours by emailing clientsupport@kubra.com. <br />Dropcountr will use commercially reasonable efforts to respond to all helpdesk tickets within two <br />(2) business days. <br />ATTY/AGR.2023.056/Dropcountr, Inc. (Water Utility Customer Portal) (Page 18 of 32)