Customer Service Platform Update, Maintenance and Licensing Agreement - Selectron Technologies Inc

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j� 7p7/7 /l�,f� 2.3.1. Bill Delinquency Notification The Delinquency Notification is used to warn citizens that their account is delinquent. It includes the following customer -specific data: account number, delinquent amount, and due date. 2.3.2. Utility Account Collection Notification The Utility Account Collection Notification is used to notify customers who are delinquent on their bills that their account will be sent to collections. 2.3.3. Utility Account Termination Notification The Utility Account Termination Notification is used to send customers a notice before their utility account is terminated due to delinquency. 2.3.4. Static Notifications South Bend will be able to send Customer -defined static notifications to citizens via phone, email, or SMS text. South Bend is responsible for defining and configuring these notifications, which can be done via the Relay Portal. Training for configuring and recording static notifications will be provided at the end of the implementation process. 2.4. Payment Processing The Relay solution can be configured to accept credit card payments, allowing citizens to make payments. The payment processing engine is a PA-DSS-Verified payment system that does not retain any payment information. Users will need to enter their payment information for each transaction. The Relay payment application interacts with USA ePay to provide payment functionality. Users will need to authenticate and provide valid payment information in order to make a payment. Relay validates the user's payment information before passing it to the payment gateway. When a payment is reported as successful, Relay will post an update to South Bend's S&S EnQuesta application database in real time (as long as an API for such an update is available). South Bend will be able to take payments from citizens via the following payment methods: • Credit Card 2.4.1. Credit Card The interactive solution accepts Visa®, MasterCard®, Discover®, and American Express®. South Bend can elect to accept all or a subset of these card types. Any credit card types June 4, 2019 Page 6 of 13 Trusted Solutions. Real Value.