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OPERATOR error Missed trips will be investigated to - $100 for each missed trip. (missed trip) determine cause. OPERATOR will CITY will not assess penalty on notify the CITY within 24 hours of missed trips that are outside of a missed trip incident that occurred the OPERATOR'S control. as the result of traffic, rider error, or any other event that occurs outside of the control of the OPERATOR. 3. Accidents and any 100% of accidents and incidents Liquidated Damages 3 injury of any degree must be reported to the CITY Police Department immediately and to the - $500 per late, or unreported, Library and Recreation Department incident and/or incident report. within 24 hours of the incident. A written incident report with investigation results and actions must be forwarded to the CITY within five days of the incident. 4. Ride time on vehicle Maximum of 60 minutes on-board Liquidated Damages 4 for trips within Pleasanton, and - $150 for up to five trips that maximum of 90 minutes for trips exceed the standard within a beyond the CITY boundaries. monthly period, $300 when there OPERATOR will notify the CITY are more than five trips within a within 24 hours of an excessive ride monthly period. time incident that occurred as a result of traffic, rider error, or any other event that occurs that is CITY will not assess a penalty beyond the control of the on excessive ride times incidents OPERATOR. that are beyond the control of the OPERATOR. 5. Customer Service A. Telephone Hold Times— None. Average phone wait time—90% less than 1 minute, 100%less than 1.5 minutes for initial response. CITY will "spot check"telephone hold times on a random basis, and meet with the OPERATOR to discuss remedies if a pattern of long hold times beyond the standard is identified. B. Complaint Documentation-