Agmt13 Tele-Works Incorporated (TWI)

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ORiGIN�L s�r,�a��N� a,��c��x ��J�,� �t��,�i�� ,, SOW No.8023d _,�:�, , � ��:,°..<_, ;�-, Project: Hosted utilityworks Inbound IVR and alerhvorks Outbound Notification System Date:October 14,2013 This Statement of Work(SOV1� is made by and between Tele-Works Incorporated ("TWI"),a Virginia corporation,and Redwood City,CA ("Client"or"Agency").This SOW constitutes the full Agreement between the parties per the terms and conditions contained herein. � x � � ` � Agency: Redwood City,CA Contact: Gita Mehirdel Account Manager: Christine Miles Phone: (650)780-7210 Phone: (540)953-2631 x475 � � � � , � • PR/C/NG/S VAL/D FOR 180 DAYS. Product or Service One-Time Fee Annual Fee Hosted utilityworks Inbound[VR Set-up $4,500 Hosted utilityworks Inbound IVR Subscription^ $17,500 Hosted alertworks(requires purchase of prepaid minute package) n/a $3,825 Prepaid minute package:18,000 minutes** $3.240 Non-standard Payment Gateway(EPX)Set-up* $7,500 Totals $12,000 $24,565 t s: *Includes additional charge for non-standard payment gateway(EPX). ^[ncludes unlimited inbound minutes **Prepaid Minutes Package:alertworks outbound calling minutes are purchased in advance;prepaid minutes packages are refilled automatically when the balance falls to zero;prepaid minutes never expire(see alertworks terms and conditions below)as long as the A enc maintains an active Annual Subscri tion. PURCHASE ORDER TOTAL:$36,565 � . M r � . # � ffi Y ■ y � g A X This Statement of Work(SOIA�describes the functionality and features of utilityworks Inbound NR and alertworks Outbound Notification System for Redwood City,CA(the"Agency"). Interactive Voice Response(IVR)/Phone Services Utilityworks allows Agency customers to obtain general utility account status and balance information and,optionally,to make a payment on their account Users log in by providing their utility account number with optional validation using the street number of the billing address. Utilityworks customers can be transferred to the Agency's customer service number by explicit request or if it becomes evident that the user is having di�culty with the IVR.The Agenc�s phone system wi11 handle any after-hours conditions(no other types of call transfers are provided by utilityworks).The utilityworks application is available in English or Spanish. Utilityworks allows users to make a payment on their account by credit card or check and receive a utilityworks-generated confirmation number.The Agency will be provided with a log of all payments accessible through a Web-based administration tool.The Agency will be responsible for obtaining and maintaining a TWI approved Internet payment gateway to facilitate real-time authorizations for credit cards and to facilitate the processing of check payments(current approved gateways are TWI Payment Processing Services,USA ePay,CSI, Authorize.NET,ETS Emoney or PayFlow PRO).Other approved payment gateways can be supported for an additional setup fee. Upon contract execution,7'WI's project team will inform the Agency of deliverables and project milestones with a view to establishing mutual timeline expectations.The annuai subscription provides access to TWI Customer Care 24/7/365 support for the purposes of ongoing support and assistance as well as access to new features as they are released. Working in concert with alertworks(outbound phone notifications)the Agency can enable an outbound message to include an option for call recipients to press 2 to make a payment[f selected,a(ertworks will automaticaily begin the inbound calt flow experience at the main menu, using the account number in the contact source file to bypass the account number login.The user is then given the payment options offered by the Agency.(If no a�count number information is present,the call will be defaulted to the account number entry prompt).The duration of the "Press 2 to Pay"call will be counted as outbound minute usage. A►ertworks'"Outbound Notification System Alertworks'"provides tools for the Agency to rapidly deliver messages via telephone,emaii and SMS text messaging.Alertworks is used by Agency departments to cost-effectively deliver outbound calls and emails for past due bills,service impacting notices,or any business process that could benefit from a proactive customer alerrt.Standard alerhvorks Features are as follows: SOW8023d 10-14-13 Redwood City,CA Page 1 of 5 Initial ATTY/AGR/2013.200/SOW Summation 360 — REV:10-16-13 MLG