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notices. All correspondences will be sent by mail or email based on the alarm companies <br /> accepted contact method(s); <br /> 9. Provide and host an Alarm Program website for public and CITY access. This website can <br /> be accessed by link to the CITY's website and allows alarm companies to review their <br /> customers registration status, update contact information, renew permits, make online <br /> payments, and provides alarm training, education, and alarm program information as <br /> provided by the CITY. <br /> 10.Answer telephone inquiries from CITY alarm users that are placed to a false alarm program <br /> toll-free customer service number established for the CITY; <br /> 11. Process fee/ penalty payments mailed to and deposited in a bank lockbox and account <br /> opened by CONTRACTOR at either Bank of America or Wells Fargo. Payments received <br /> from other payment channels, e.g. online, as agreed on by CONTRACTOR and the CITY, <br /> will be deposited in bank account and payments applied to alarm accounts; <br /> 12. Support alarm hearings and appeals by notifying the CITY of any such appeals, providing a <br /> CITY Alarm Program representative with documentation supporting noticing / billing <br /> decisions; and updating the system with the disposition of any hearing results; <br /> 13. Provide and maintain computer equipment, software and furniture at CONTRACTOR's <br /> Program processing facilities; <br /> 14. Provide the CITY secure (SSL encrypted), online, on-demand access to alarm management <br /> information and reports including, but not limited to, alarm account transaction history, alarm <br /> system information, and financial transactions/balances with format and content specified by <br /> the CryWolf and the designated bank, and agreed on between the CITY and <br /> CONTRACTOR; and, <br /> 15. Perform special collection functions as directed and authorized by the CITY such as <br /> retaining a third-party collection agency or providing delinquent account information to other <br /> CITY agencies. To the extent permitted by local law, third-party collection fees will be added <br /> to the delinquent amounts. <br /> A.1.1 CITY CAD to CryWolf Alarm Incident Data Transfer <br /> This project includes a data transfer interface between CryWolf and CITY's New World CAD <br /> system. This interface will transfer alarm incident data from CAD to our CryWolf system for daily <br /> processing of false alarms. This process is automated, using scheduled data transfers during <br /> off-peak hours to our secure FTP site for processing and does not require CITY resources to <br /> operate. <br /> CITY will extract a data file from the New World CAD system, of CITY's current false alarm data <br /> to files that can be read by the CryWolf database utilizing the CryWolf prescribed formats (refer <br /> to Appendix 1). CryWolf can accommodate various methods of data transfer including simple <br /> flat files; e.g., comma delimited, fixed length, Excel, and web service (XML)formats. CryWolf <br /> supports more than 30 alarm incident data fields including the fields specified by the CITY in this <br /> requirement. <br /> Any cost required by New World for the purchase, license, implementation or support of this <br /> data extraction interface is CITY's responsibility and is not included in this Scope of Work. <br /> Page 12 of 27 False Alarm Management Services <br /> Contract Agreement <br />