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False Alarm Management-Outsource Services <br />Contract Agreement Page 13 of 18 <br /> <br />E. Initialize, maintain, secure and back-up program databases including alarm business, <br />alarm system location and incident data; alarm-related financial transactions and accounts <br />receivable information. CONTRACTOR will comply with the provisions of the Alarm <br />Ordinance, and update Alarm Program business rules to comply with Alarm Ordinance <br />changes as supported by the CONTRACTOR Software. <br />F. Process false alarm incident data, including the matching of false alarm incidents with <br />the alarm system location database maintained by CONTRACTOR. <br />G. Bill and correspond with alarm businesses and alarm users in accordance with the Alarm <br />Ordinance provisions. This will include but may not be limited to invoices and delinquent <br />payment notices. All correspondences will be sent by U.S. mail or email based on the alarm <br />user’s accepted contact method(s). <br />H. 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 users to review their registration <br />status, update contact information, renew permits, make online payments, and provides <br />alarm training, education, and alarm program information as provided by the CITY. <br />I. 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 />J. Process fee / penalty payments mailed to and deposited in a dedicated bank lockbox <br />account opened by CONTRACTOR at CONTRACTOR’s dedicated bank. Payments <br />received from other payment channels, e.g. online, as agreed on by CONTRACTOR and the <br />CITY, will be deposited in the Alarm Program bank lockbox account and payments applied <br />to alarm accounts. <br />K. 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 />L. Provide and maintain computer equipment, software and furniture at CONTRACTOR's <br />processing facilities. <br />M. Provide the CITY secure (TSL encrypted), online, access to alarm management information <br />and reports including, but not limited to, alarm account transaction history, alarm system <br />information, and financial transactions/balances with format and content specified by the <br />CryWolf System and the designated bank, and agreed upon between the CITY and <br />CONTRACTOR. <br />N. Perform special collection functions as directed and authorized by the CITY such as retaining <br />a third-party collection agency or providing delinquent account information to other CITY <br />agencies. To the extent permitted by local law, third-party collection fees will be added to the <br />delinquent amounts. <br /> <br />A.3 CITY Tasks to Support the Alarm Program <br />A. Appointing a CITY Alarm Administrator and backup administrator who will be the primary <br />points of contact between CONTRACTOR and CITY. The Alarm Administrator(s) is <br />responsible for overseeing CONTRACTOR’s operation of the False Alarm Management <br />Services Program (“Program”) and accessing Program information, as needed, via <br />CONTRACTOR provided online access. <br />B. Approving or obtaining CITY approval of policies, procedures and materials used by <br />CONTRACTOR in operating the Program, such as clarifications of Alarm Ordinance <br />provisions, preferred responses to standard public telephone inquiries, and routine <br />correspondence format and content.