Agmt13 Tele-Works Incorporated (TWI)

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_ .�.�..._ _ �� ...��.�..,�.. �.�.�� • Web-Based Campaign Control-An easy-to-use web interface is used for creating and managing outbound phone,text messaging, and e-mail campaigns(email broadcasts relayed through Client's SMTP server). • Contact Sources-ability to import contact information from multiple contact sources,with user friendly field mapping interface. • Scheduling-Notifications can be scheduled in advance to run at a set time(e.g.,reminder call-outs could be set to run in the evening when people are home firom work). • Retry Attempts/Voice Mail/Alternate Content-The system includes mu►tiple configuration settings that the Client can use depending on the result of the call;these inciude setting the number of retry attempts,detecting voice mail,leaving a message,and leaving an alternate message for voice mail. • Message Content-Message content is created by typing in a message on web console. Message content can include account specific data"merged"into the message.Voice/phone messages can be read back using te�t-to-speech(TTS)or recorded voice(i.e.,WA� (Note:account specific merge values are not supported with recorded voice.) • Reporting-Alertworks provides comprehensive reporting on the results of call out attempts,including the final disposition of each call that was placed(e.g.delivered to human,voicemail,busy,etc.). • Press-2-to-Pay-Call recipients can"Press 2"from the outbound call to enter the IVR system to make a payment directly from the outbound call. General Requirements&Data Access Method Account information and updates are made via 1'WI's Passive Data Solution. This batch-file integration with the C1ienYs e�cisting InfoSend data file requires the client to facilitate the database access,file generation,and delivery of the batch file in accordance with the TWI-specified format The Client database is updated with pending payments and other data from the TWI hosted platform via secure FTP on an agreed- upon interval and schedule. Note that while customer data is processed in batch,the payments are processed in real-time assuming that the reconciliation file comes directly from EPX or is integrated into the[nfoSend file. ' � 6 # 0 Cover Page and Terms and Conditions•Issuance of a purchase order/notice-to-proceed based on this Statement of Work(SOW�represents agreement to the terms and conditions of this SOW. Complete A��eement This SOW constitutes the complete agreement and terms and conditions relative to the products and services described herein. Term/Contract Commitment. By agreeing to the terms of this SOW,the Agency is making a 12-month commitment to the TWI hosted services and payment for those services as they are defined in this SOW.The Agency may terminate the contract prior to the end of the 12-month period but will not be entitled to any refunds for unused products or services.After the first year,either party may terminate this Agreement at any time upon thirty(30)days prior written notice to the other party. �ment Terms. The Agency will pay the fees listed in this SOW as follows(this SOW may not include all types of fees referenced).TWI Terms are NET 30. • TWI invoices for 100%of the following at the Notice-to-Proceed unless terms defined in the price quotation state otherwise: One-Time Setup Fee and First Year's Subscription Fee. • TWI invoices for subsequent Annual Subscription Fees each year prior to the start of the Annual Term. • TWI invoices monthly for alertworks minutes used in excess of the number included with the annual subscription. The rate for excess minutes is$.18/minute. • TWI invoices monthly for alertworks SMS Text Messages for the total number of transactions processed in that month. The rate for messages is$.07/transaction. • Annual Fee Adjustment:Following the first year,all annual fees described in this SOW will be increased by 3%each year. • Additional Services:[f Agency requests any professional services from TWI in order to deploy Agency services or applications, including but not limited to,application development and enhanced support services,TW[will provide any such additional professional services at its standard rates(currently$175/hour). Insurance. TWI shall obtain and maintain for the duration of the Agreement and any and all amendments,insurance against claims for injuries to persons or damage to propertywhich may arise out of or in connection with TWI's services or performance provided under this Agreement, or TWI's agents,representatives,employees or subcontractors. The insurance will be obtained from an insurance carrier admitted and authorized to do business in the State of California. The insurance carrier is required to have a current BesYs Key Rating of not less than"A-:V." • Coverages and Limits. TWI,at its sole expense,shall maintain the types of coverages and minimum limits indicated below,unless the Risk Manager or City Manager,in consultation with the City Attorney,approves a lower amount These minimum amounts of coverage will not constitute any limitations or cap on TWI indemnification obligations under this Agreement. - Commercial(:eneral Liability Insurance. $1,000,000 combined single-limit per occurrence for bodily injury,personal injury and property damage.If the submitted policies contain aggregate limiu,general aggregate limits will apply separately to the work under this Agreement or the generai aggregate will be twice the required per occurrence limit. - Automobile Liability. $1,000,000 combined single-limit per accident for bodily injury and property damage. - Workers'Comeensation and Employer's Liabilit�. Workers'Compensation limits as required by the California Labor Code and Employer's Liability limits of$1,000,000 per accident for bodily injury.Workers'Compensation and Employer's Liability insurance will not be required if TWI has no employees and provides,to Client's satisfaction,a declaration stating this.A waiver of subrogation in favor of the City of Redwood City shall be provided to Client, - Professional Liability. Errors and omissions liability appropriate to T'WI's profession with limits of not less than $1,000,000 per claim. SOW8023d 10-14-13 Redwood City CA Page 2 of 5 Initials ATTY/AGR/2013.200/SOW Summation 360 REV:10-16-13 MLG