2011/06/29 Council Agenda Packet

8 2,2 Customer Agreement. Client shall provide forms of agreement for the Enrollment of Customers("Customer Agreement"), Upon Enrollment,Customer must agree to be bound by terms and conditions of a Customer Agreement with Client. Customers that enter into Customer Agreements will be customers of the Client with respect to the BSP B2C Services. 2.3 Document Data Processing.(Not applicable where Client contracts forJP1 Services Only).Metavante will make the BSP B2C Services available to Client for the processing of Document Data. Client transmits to Metavante a consistent,pre-defined Document Data transmission for each set of Documents that Client wishes to have processed. Metavante will parse the Document Data into Common Document Model("CDM')and store the parsed data in Metavante's database. 2.4 Presentment. (Not applicable where Client contracts for JPI Services Only). Metavante formats Document Data into a document template which has been configured to conform as closely as possible,with the Client's assistance and agreement,with the Client's existing paper-based document. All Document Data sent by Client is made available for review and publication at the web-enabled BSP B2C Biller Console before presentation to Enrolled Customers at the web-enabled BSP B2C Customer Console accessed through the Internet. 2.5 Payment Processing. Client may elect to accept customer payments by credit card charge, direct bank account debit (MACH"), or both. Through the BSP B2C System, the Customer can enter credit card or bank information required to process payments. ACH and credit card processing is made through a financial institution ("Bank") pursuant to the rules of the Bank. Metavante will initiate the processing of all credit card or ACH payments as specified by the Customer through the BSP B2C System,Client is responsible for maintaining the contractual relationship with the financial institution. Metavante will make available to Client an electronic file that includes accounts receivable posting data(WR File")in a predefined format on a periodic basis. 2,6 E-mail Services. The BSP B2C System automatically transmits standard e-mails to Customers based on certain events. The Client will choose from standard available E-mails.These e-mails require set-up by the Client In the BSP B2C Biller Console. 2.7 Back Line Support. Metavante will provide Back Line Support to Client,via telephone or e-mail,for the following:(a)to report problems in the use of the BSP B2C Services;(b)to address enrollment,cancellation,and payment issues raised by Customers that are unresolved after reasonable investigation by Client,including the accuracy of ACH information provided by Client's Customer, sufficiency of funds in said Customer's account and similar issues;and(c)to seek assistance with other matters relating to the BSP B2C Services. Metavante agrees to provide Back Line Support only during Metavante's normal business hours and in accordance with its standard support policies. Client is not allowed to refer any of its Customers to Metavante, or to provide Metavante's support telephone number or e-mail address to any of its Customers for any type of support without Metavante's prior written consent 2.8 BSP B2C Biller Console. Metavante will provide to Client access to certain administrative and other functions through the Web-enabled BSP B2C Biller Console,including the following functionality: • Administrative—create/modify/delete users;create/modify/delete user groups; • Customer enrollment; verify Customer identity; change Customer password; add/remove customer accounts; associate accounts;view documents of enrolled Customers; • Quality assurance—select!view documents;publish batch. • Make payment on Customer's behalf • Access to standard reports. 2.9 Storage. Metavante will store Document Data for an enrolled Customer for a period of time after initial publication as provided for in Schedule 2,after which time period the data will be purged from Metavante's database. As an option and for additional fees, Metavante will store Document Data related to non-enrolled Customers. Metavante will store payment transaction history for a period of time after initial processing as provided for in Schedule 2,after which time period the data will be purged from Metavante's database.Client agrees that it has sole responsibility for storing Document Data on a permanent basis,or for any other Client need, and that the loss or destruction of any such data will not result in any liability to Metavante. 2.10 Training. Metavante will provide a training program(initial Training")that covers EPP,BSP B2C Biller Console,and BSP B2C Customer Console as provided for in Schedule 2. 3. Additional Services Metavante may provide the following additional professional services related to BSP B2C Services to Client at the standard rates quoted by Metavante at the time such services are provided,subject to a separate Professional Services Agreement and related Statement of Work. 3.1 Change Requests. Metavante may provide additional professional services related to BSP B2C Services to Client as Client's EPP business needs change.These services may include,but are not limited to,changes to current production print stream format, HTML changes,and file format and field changes. When requested after the Planning Phase of Installation Services,the Client will utilize Metavante procedures for the submission of these change requests. This services will be provided at Metavante's option and then standard rates. 0 2010 Fidelity National inrormason Services,Inc.and its subsidiaries. 100453Everett City of Payment Services Master Agreement(BSP B2C Services)•0404i1r1C 15 36