Agmt11 Infosend, Inc. - Laserfiche WebLink

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backup line is a wireless connection to maintain connectivity if a conduit or trunk is cut that severs all wired connections. InfoSend also utilizes a secure VPN to ensure the primary site in Fullerton is continually syncing backup data to the recovery site in Chicago. Server virtualization technology is also leveraged to ensure that applications are hardware agnostic and can be configured and run at any of the InfoSend sites with little to no cutover time. All data is commit to tape backup and routinely taken offsite to a secure location. Security and Reliability Pledge InfoSend is continually looking for ways to improve our security and redundancy. As a partner we will strive to meet not only your data and security needs but also those of your clients. 2. Describe in detail how security is handled for information shared between the vendor and the City via email or online. Most InfoSend Municipal customers utilize our secure FTP server to transmit billing and other information to InfoSend. Ali information transferred to the Municipality via the internet is encrypted using 128 bit SSL as is all information provided your customers through the EBPP portal. For information uploaded or downloaded via our secure customer service site, all information is protected in the same manner. InfoSend is also proud to be a level 1 PCI DSS audited and compliant company. Level 1 is the highest level of compliance you can achieve and is done through an exhaustive outside audit by a VISA approved and regulated auditing company. All other levels of "compliance" (Level's 2, 3, and 4) only require an internal self-assessment and don't really prove anything. 3. The vendor must allow site visits by City personnel. Fully met and accepted. C. Reauirements: Customer Suaaort 1. Customer Support a. The vendor must provide unlimited customer support during the hours of 8:00 am — 5:00 pm PST. Fully met, you can contact InfoSend support via our 800 number. b. All requests and status updates related to support requests must be tracked via an online intertace that can be viewed and updated by City staff. InfoSend includes a Customer Service tool for your customers where they can enter and submit a customer service inquiry which is delivered through our CSR interface. Your internal City personnel, anyone who is authorized to access the system, can then access 20