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City of Pleasanton Article 6. Other Related Services and Standards Franchise Agreement with Pleasanton Garbage Service City of Pleasanton Page 95 June 7, 2022March 8, 2018 6.8 Customer Service Program 3301 6.8.1 Office Location 3302 Contractor shall maintain a business office in the City, or such other location as the City approves, for 3303 purposes of carrying out its obligations under this Agreement, such approval not being unreasonably 3304 withheld. If the office is located outside of the City, Contractor must ensure that telephone calls to its 3305 office from locations within the City are toll free calls or are billed to Customers as “local calls” by all 3306 telephone companies. 3307 6.8.2 Office Hours 3308 Contractor’s office shall be open to the public from 8:00 a.m. to 6:00 p.m. Monday through Friday. The 3309 office may be closed on Saturdays, Sundays, and Holidays (as defined in Article 1). 3310 6.8.3 Availability of Representatives 3311 The office shall be staffed with a sufficient number of Persons capable of accepting payments from 3312 Customers, answering service questions, changing Customer Service Levels, and resolving other Customer 3313 service issues in a timely manner, and in accordance with the performance measures described in Exhibit 3314 E. At a minimum, Contractor shall employ one (1) full time Customer service managers and four (4) full-3315 time Customer service representatives dedicated to serving the City and its Customers. A representative 3316 of the Contractor shall be available from 8:00 a.m. to 6:00 p.m. Monday through Friday to communicate 3317 with the public in person and by telephone. 3318 A voice mail service or program shall be available for Persons to leave a message during non-business 3319 hours. Contractor shall return calls received during non-business hours no later than 5:00 p.m. of the 3320 following Business Day. If Contractor fails to meet the requirements described in this Section, the 3321 Contractor shall pay the City Liquidated Damages in accordance with Section 11.6. 3322 Contractor shall provide City with the names and telephone numbers of contact Persons available during 3323 office hours and of emergency contact Persons who will be available during hours when the office is 3324 closed. 3325 Customer service personnel shall maintain a log documenting each Complaint or inquiry received and 3326 listing for each entry the following: date, time, Customer name and address, description of Complaint or 3327 Inquiry, and resolution of the Complaints. Copies of this log shall be made available upon City request. 3328 6.8.4 Telephone 3329 Contractor shall maintain a telephone system in operation at its office from 8:00 a.m. to 6:00 p.m. and 3330 shall have staff available to answer calls. Contractor shall install telephone equipment sufficient to handle 3331 the volume of calls typically experienced on the busiest days and such telephone equipment shall be 3332 capable of recording a variety of call statistics (e.g., average hold time, average talk time, dropped calls, 3333 etc.). Contractor’s phone system shall be TDD compatible for the hearing impaired. Customer service 3334 representatives shall be available to speak to non-English-speaking Customers (Spanish and Mandarin at 3335 a minimum). If Persons are unable with reasonable effort to reach Contractor’s office by phone, or are 3336