RES 221331 - Laserfiche WebLink

EXHIBIT C MAINTENANCE AND OPERATION PLAN OPERATIONS& MAINTENANCE • EBCE shall maintain a minimum of ninety-seven percent(97%)operational availability(as a percent of the time)of Charging Stations at each site. • EBCE, or its representative, will employ a network communication system with a service provider capable of monitoring the Charging Stations for any error or malfunction twenty-four(24)hours a day, seven(7)days a week. • Maintenance of the Charging Stations shall be performed by EBCE and/or its subcontractors who have the capabilities and capacity to notify and respond to issues or malfunction. The City has no responsibility for the payment of maintenance costs, including any license, fees, and/or taxes. This responsibility spans from contract execution through expiration. CUSTOMER SERVICE EBCE currently manages a successful call center to respond to and manage questions about EBCE's electricity service and programs. EBCE will provide, or cause to be provided, the same level of customer service to EV drivers using EBCE Charging Stations. EBCE will ensure customer support is accessible in at least English and Spanish via a toll-free telephone number and email address.Both communication pathways will be clearly posted near the Charging Stations, and customer support service will be trained and equipped to provide or dispatch services to address any concerns at the Charging Stations that EBCE customers may experience.As applicable, access to these communication pathways will also be available through the contractor's online portal and/or smart phone app. As the Charging Stations will be accessible 24/7, EBCE will require that customer support service is equally accessible 24/7. As applicable, EBCE's may provide, or cause to be provided, site host training to the relevant City staff members/contracted property or parking managers for each site so that they can serve as an on-the-ground extension of the EBCE customer support ecosystem. SchdukQ REVISm011317 UKG 11