ORCA 6/13/2019 - Laserfiche WebLink

No changes shall be implemented except through the established change management process. 7.4.6 Coordinate fare table and service data updates with other Agencies in accordance with rules established by the ROOT and approved by the Joint Board, and provide such updates in advance per prescribed time lines as may be required by the ORCA Director and the ORCA Vendors to support regional testing prior to deployment into the ORCA System. 7.4.7 Ensure operating staff use ORCA components in accordance with published training and operating procedures. Take remedial action and provide supplemental training as required to be in compliance with published training and operating procedures. 7.4.8 Establish and maintain procedures and responsibilities for handling incidents and emergencies related to the ORCA System; and provide a designated contact available within two (2) hours' notice to respond to such incidents and emergencies. 7.4.9 In coordination with the ROOT, develop, maintain and periodically exercise an Agency business continuity plan to be activated in the event of substantial or complete failure of the ORCA System. Support the ROOT in coordination with the SI Contractor and other ORCA Vendors in the event of the need to recover from such failures. 7.4.10 Maintain records of any disciplinary action taken against an employee resulting from willful or negligent misuse or mishandling of ORCA equipment or data, and, as appropriate, notify the ORCA Director of any ORCA System impacts that may result. 7.4.11 Make no changes or modifications to any ORCA component, software or ORCA Vendor- provided documentation (other than Agency-customized training materials) without approval from the ROOT. 7.5 Customer Services. 7.5.1 If applicable, issue ORCA Cards and/or load ORCA Products for ORCA customers on behalf of all of the Agencies in accordance with the business rules adopted by the Joint Board. 7.5.2 Assist in the development and implementation of uniform agreements to be used in the ORCA System, including but not limited to agreements used by Business Account Lead Agencies. 7.5.3 Respond to all customer inquiries and transaction requests related to ORCA functionality regardless of the services actually used by the customer. Direct the customer to other Agencies for assistance. 7.5.4 As applicable, participate in the ORCA regional call center operations. 7.6 Agency Duties under ORCA Vendor Contracts. The Agencies have additional responsibilities that are set forth in the Systems Integrator Contract and will or may be set forth in other ORCA Vendor contracts. The Agencies shall apprise themselves of the terms and conditions of all ORCA Vendor contracts and take all necessary and appropriate actions to fulfill all responsibilities, whether described in this Agreement, in the SI or other ORCA Vendor contracts. In the event that the Agency believes that 21