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<br />4 | P a g e <br /> <br /> <br /> <br />2. Failure to pick up the <br />passenger due to <br />CONTRACTOR <br />error (missed trip) <br />No failures. <br />Missed trips will be investigated to <br />determine the cause. <br />CONTRACTOR will notify the <br />CITY within 24 hours of a missed <br />trip incident that occurred as a <br />result of traffic, rider error, or any <br />other event that occurs outside of <br />the CONTRACTOR's control. <br />Liquidated Damages 2 <br />- $100 for each missed trip. <br />CITY will not assess a penalty <br />on missed trips that are outside <br />of the CONTRACTOR’S <br />control. <br />3. Accidents and any <br />injury of any degree <br />If a leased CITY vehicle is involved <br />in an accident, the CONTRACTOR <br />shall complete the CITY accident <br />report form and forward to the <br />Operations Services Department <br />Operations Superintendent within <br />two working days. <br /> <br />Accidents involving injury must be <br />reported to the CITY’s Contract <br />Manager within one working day. <br />Liquidated Damages 3 <br />- $500 per late, or unreported, <br />incident and/or incident report. <br />4. Ride time on the <br />vehicle Maximum of 60 minutes on-board <br />for trips within Pleasanton, and <br />maximum of 90 minutes for trips <br />beyond the CITY boundaries. <br />CONTRACTOR will notify the <br />CITY within 24 hours of an <br />excessive ride time incident that <br />occurred as a result of traffic, rider <br />error, or any other event that occurs <br />that is beyond the control of the <br />CONTRACTOR. <br />Liquidated Damages 4 <br />- $150 for one to five trips that <br />exceed the standard within a <br />monthly period, $300 when there <br />are more than five trips within a <br />monthly period. <br /> <br />CITY will not assess a penalty <br />on excessive ride times incidents <br />that are beyond the control of the <br />CONTRACTOR. <br />5. Customer Service A. Telephone Hold Times – <br />Average phone wait time – 90% <br />less than 1 minute, 100% less than <br />1.5 minutes for initial response. <br /> <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 />None. <br />Docusign Envelope ID: 2C9A65BB-21B7-4E3B-A5B5-F713B3B31D24