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A-6 <br />3.10. Customer Service. NG shall provide an automated customer service telephone <br />number to the public. Customer Service Representatives will be available Monday <br />through Friday, from 10:00 a.m. to 5:00 p.m. local time (of the Customer), <br />excluding holidays, in order to schedule violation video viewing appointments for <br />the courts and to answer basic questions regarding the Customer’s program. <br />3.11. Data Security. NG shall comply with Customer’s written requirements as provided <br />to NG regarding e-security and Customer data, including without limitation <br />requirements concerning protection of personal privacy and sensitive data, <br />encryption of all non-public data in transit regardless of the transit mechanism, no <br />storage or transfer non-public Customer data outside of the United States, and <br />breach notification. <br />4. MAINTENANCE <br />4.1. Maintenance of System. Except as provided herein, NG shall Maintain the System <br />(as such term is defined below); provided, however, that NG shall not be <br />responsible for any maintenance, repair, or replacement required as a result of (i) <br />the negligence or intentional act of the Customer, its employees, agents or <br />independent contractors (other than NG) and/or (ii) any equipment or software not <br />provided by NG. NG shall maintain a maintenance log that documents all service <br />issues. To “Maintain the System” shall mean to keep the System in a state of <br />operation such that the System’s functionality and operation conforms in all <br />material respects to the description of the System set forth in this Exhibit. All <br />problems shall be documented and repairs commenced within seventy-two (72) <br />business hours after the time NG receives notice thereof. NG shall also install all <br />software revisions for Systems as and when developed and made commercially <br />available by NG. NG is responsible to ensure systems are operational. NG will <br />repair and upgrade as needed, including any vandalized equipment, and maintain a <br />reasonably clean appearance and in a graffiti-free condition. <br />4.2. Equipment Checks. NG shall use commercially reasonable efforts to perform <br />remote camera and equipment checks to confirm proper operation of computers, <br />cameras and communications network. Routine in-field camera equipment <br />inspection will be done as needed. The System shall have the capability of on-line <br />monitoring of all cameras at each intersection. <br />4.3. Malfunction. NG will conduct routine testing, evaluation, and monitor the system <br />to ensure the system is operational. If a deficiency, malfunction, or failure of the <br />system is detected NG will notify the Customer’s Police Department within 72 <br />hours by written or electronic notification. If the System cannot be restored or <br />repaired to full functional capability within 7 consecutive calendar days, NG will