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RFP-2 – Scope of Work RFP# PWD 25.604 City of Pleasanton, CA RFP-2 | Page 11 Internal Use Only The Contractor shall provide City billing and customer service staff with the appropriate training on the AMI Software, focused on using the software for their particular work. Training will be provided as requested and required by the City. 1.4.2.Training for City Metering Staff The Contractor shall provide hands-on training to the City’s metering staff (internal or external). The Contractor shall bring products that can be disassembled and reassembled. The training shall include a complete understanding of the products, how to install the product, how to disassemble and assemble the products, how to program the encoder registers, and how to troubleshoot problems found in the field with the product. The City and its representative will work with the Contractor to establish the training agenda. 1.5.Product Support Requirements This section pertains to the products and services that will be supplied to the City both during the project and after it is complete. The City intends on using the product support requirements to establish a service level agreement related to product support for the life of the system. 1.5.1.Project Support The Contractor shall provide a high level of support to the City during the project, including the following support: a sales representative, ordering support, product expertise, product training, warranty returns, on-time product shipment, on-site problem investigation (when and as required), and teleconference and on-site meeting attendance. 1.5.2.Product Representative The City requires the Contractor to provide a high level of customer service during and after the project. The Contractor shall assign a single product representative who will be the main point of contact for all product and order-related questions. This person shall be very knowledgeable about the products being delivered. The Product Representative shall be available during normal business hours (8:00am to 4:00pm local time). The Contractor shall return calls or e-mails from the City within 24-hours of receipt. The Contractor shall assign a backup person when their Product Representative is not available (e.g., vacation). 1.5.3.Product Ordering After project completion, when additional product is required, the City shall issue a purchase order. Upon receipt of the purchase order, the Contractor shall e-mail confirmation that the order has been received and confirm the promised delivery date within 48 hours of receipt of the purchase order through email. 1.5.4.Product Delivery Duration The Contractor shall ensure that all products will be received within twelve (12) weeks of receipt of the City's order. Where a particular product requires a longer lead time, the Contractor shall clearly indicate the lead time for the products. All products are to be DDP Destination. 1.5.5.Product Delivery The Contractor shall ensure that all products supplied to the City (for the City’s purpose) are shipped to a location of choice as directed by the City. The Contractor shall ensure all deliveries are delivered by a company that will call ahead before delivery, as well as always have the necessary equipment to deliver the product to ground level. Docusign Envelope ID: 6AD75F50-8A33-85A5-8039-9E3E1257A838Docusign Envelope ID: 177582DA-4F1C-8834-813C-BC4FD03AA45E