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City of Everett <br />Parking Access and Revenue Control System <br />Customer list manipulation plus export and import option — This is accomplished through the <br />EasyContact application. <br />System Backup Process and Procedure <br />J. Describe the system backup process and procedure. <br />The Multipark Server is backed up automatically using Azure Backup services. Backup intervals <br />are set for weekly and daily intervals. Backup times will be established during installation so that <br />backups are not performed during peak periods. Backups and Snapshots are taken prior to any <br />system maintenance or updates. <br />Proof of PCI Compliance <br />K. Provide proof of PCI Compliance which must include the respective certifications for PCI <br />PA-DSS Compliance and PCI PED Compliance. Equipment Manufacturer's PCI compliant <br />solution deployments shall meet or exceed the requirements stipulated in respective `PCI <br />Deployment Guide" to be issued with PCI PA- DSS Certification. <br />The ADVAM PCI-DCC AOC Certificate is attached. In addition, the devices being proposed can <br />be viewed at the below PCI site by searching for Ingenico. <br />https://www.pcisecuritystandards.org/assessors and solutions/pin transaction devices. <br />Service Level Agreement Details <br />L. Provide service level agreement details, including location and response time of nearest <br />service provider. <br />Any service request will be responded to within two (2) business hours by our representative <br />located at 606 120th Avenue NE #D-201, Bellevue, Washington 98005. For software issues, <br />remote support will commence within four (4) business hours. For hardware issues, onsite <br />technicians will be onsite within one (1) business day to commence work. <br />All service work is to be performed between the hours of 8:00 am and 5:00 pm, Monday through <br />Friday (business hours). Covered services are included in the annual fee. Non -covered services <br />are performed at an hourly rate of $125 per hour. Evening hours between 5:00 pm and 11:00 pm <br />will be performed at $125 per hour for covered services and $225 per hour for non -covered <br />services. Any weekend work or work done between the hours of 11:00 pm and 8:00 am will be <br />performed at $225 per hour for covered services and $300 per hour for non -covered services. <br />Any issue not necessitated because of abuse or neglect are considered Covered Services and will <br />be taken care of through the Annual Maintenance Agreement. The replacement of ticket or <br />receipt paper is not included in Covered Services. Any service performed outside of regular <br />business hours has a 2-hour minimum. Non -covered service performed during regular business <br />hours has a half-hour minimum. <br />Replacement items, at the discretion of Orbility or its representative, may be replaced with either <br />new or refurbished parts. Replaced parts become the property of Orbility. <br />Equipment Interface with Payment Processor <br />M. Describe how the equipment directly interfaces with Elavon or similar payment processor <br />that will work directly with US Bank. <br />-� orbility <br />Page 21 <br />