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Page 27 of 31 <br />D. Describe how your software meets the desired functionality listed above. <br />E. Describe any requirements that your software partially meets. <br />F. What information is required for user registration and sign-on? <br />G. Describe how users and permissions are managed. Include your permission settings. <br />H. How will the City retrieve data if the contract is terminated? <br />I. Describe your back-up and disaster recovery processes. Provide a copy of your company’s <br />disaster recovery plan. <br />J. Provide a copy of your service agreement. <br />K. Provide information on value-added products, services, or functionalities that may be of <br />benefit to the City. <br />L. Address any remaining points in specifications not described above. <br />3. Communication, Customer Services, and Training <br />A. Describe your company’s technical support customer and service. What is your company’s <br />policy for returning calls and e-mails? <br />B. Describe your approach to achieving Customer Satisfaction. <br />C. Describe the training that is available for city employees. Include specifics on the training <br />delivery. Provide costs for the different training options in response to this question. <br />D. How will your project manager communicate with City of Everett’s project manager in all <br />phases of the contract? (How often are status reports provided). <br />4. Risk, Performance, and Quality Assurance <br />A. Submit no more than five (5) completed relevant project experiences, within the past five <br />years that demonstrate successful contract performance similar in size and scope as <br />described in this RFP, including any government experience. Include the following for each <br />reference: <br />a. Company name and full address <br />b. Point of contact name, title, e-mail address, and phone number <br />c. Contract title, number, start, and completion dates <br />d. Contract description & order / service details <br />B. What is the average length of your contracts? <br />C. Have you defaulted on any contracts within the past three years or failed to meet contract <br />terms? If so, describe.