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Attachment 2 <br /> 2. Failure to pick-up No failures. Liquidated Damages 2 <br /> passenger due to <br /> CONTRACTOR Missed trips will be investigated to - $100 for each missed trip. <br /> error (missed trip) determine cause. CONTRACTOR CITY will not assess penalty on <br /> will notify the CITY within 24 missed trips that are outside of <br /> hours of a missed trip incident that the CONTRACTOR'S control. <br /> occurred as the result of traffic, <br /> rider error, or any other event that <br /> occurs outside of the control of the <br /> CONTRACTOR. <br /> 3. Accidents and any If a leased CITY vehicle is involved Liquidated Damages 3 <br /> injury of any degree in an accident, the CONTRACTOR <br /> shall complete the CITY accident - $500 per late, or unreported, <br /> report form and forward to the incident and/or incident report. <br /> Operations Services Department <br /> Operations Superintendent within <br /> two working days. <br /> Accidents involving injury must be <br /> reported to the CITY's Contract <br /> Manager within one working day. <br /> 4. Ride time on vehicle Maximum of 60 minutes on-board Liquidated Damages 4 <br /> for trips within Pleasanton, and <br /> - $150 for one to five trips that <br /> maximum of 90 minutes for trips exceed the standard within a <br /> beyond the CITY boundaries. monthly period, $300 when there <br /> CONTRACTOR will notify the are more than five trips within a <br /> CITY within 24 hours of an monthly period. <br /> excessive ride time incident that <br /> occurred as a result of traffic,rider <br /> error, or any other event that occurs CITY will not assess a penalty <br /> that is beyond the control of the on excessive ride times incidents <br /> CONTRACTOR. that are beyond the control of the <br /> CONTRACTOR. <br /> 5. Customer Service A. Telephone Hold Times— None. <br /> Average phone wait time—90% <br /> less than 1 minute, 100%less than <br /> 1.5 minutes for initial response. <br /> CITY will "spot check"telephone <br /> hold times on a random basis, and <br /> meet with the CONTRACTOR to <br /> discuss remedies if a pattern of long <br /> 41 Page <br />