BLACK TIE TRANSPORTATION (#2026359)

6 | P a g e obligations under the AGREEMENT. CITY intends to perform one (1) performance review during the base contract term and reserves the right to conduct one (1) additional performance review at any other point during the Term. Upon notice from CITY that a performance review will be conducted, CONTRACTOR shall provide all information requested by CITY and cooperate with the review. Performance review may focus on the following, but is not limited to these items: call center performance, total complaints, missed pick-ups, contract compliance, vehicle maintenance, public education, and outreach efforts. CITY will conduct its evaluation and report out as needed. Performance reviews shall involve performance of the CONTRACTOR generally and shall not involve the CITY reviewing the work of any individual CONTRACTOR employee. At CITY's request, CONTRACTOR shall make a presentation to CITY staff reporting the CONTRACTOR’S results. IV. SERVICE COMPLAINTS CONTRACTOR shall maintain the ability to receive verbal complaints and compliments and shall have e-mail capabilities to enable persons to communicate complaints and compliments to CONTRACTOR via e-mail. CONTRACTOR shall be responsible for the prompt and courteous attention to, and prompt and reasonable resolution of, all complaints. CONTRACTOR shall record in a separate log all complaints and compliments, noting the name of customer(s) involved, date and time of complaint or compliment, nature of complaint or compliment, and nature and date of resolution. This complaint and compliment log shall be retained by the CONTRACTOR for the Term and shall be made available for review upon CITY request. In addition, CONTRACTOR shall compile a summary statistical table of the complaint and compliment log, and submit the table to CITY along with monthly reports. CONTRACTOR shall respond to all complaints from generators or customers by phone or email within twenty-four (24) hours, weekends and Holidays excluded, by informing the customer of the action CONTRACTOR will take to remedy the complaint or respond to the service request. V. PERSONNEL The CONTRACTOR will be solely responsible for the hiring, firing and supervision of all employees utilized to carry out the services provided under the AGREEMENT. CONTRACTOR is solely responsible for the satisfactory work performance of all its employees and for payment of all its employees. CONTRACTOR shall hold harmless, defend and indemnify the CITY from any liability, damages, claims, costs and expenses of any nature arising from all violations or alleged violation of its personnel practices, federal, state and local laws. The CONTRACTOR must comply with applicable federal, state and local employment laws. The CONTRACTOR must maintain an up-to-date personnel roster that will be made available to the CITY upon request. Project Manager The CONTRACTOR must designate and provide the services of a Project Manager. The Project Docusign Envelope ID: 2C9A65BB-21B7-4E3B-A5B5-F713B3B31D24