InfoSend Master Service Agreement - Utility Bill Printing and Mailing Services

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InfoSend MSA Rev. 7.31.2020 9 | P a g e •Multi-Channel Payment Collection: InfoSend's payment platform will consolidate web, telephone, SMS, CSR, in-person EMV and bank payments into a single lockbox file. •One-Time and Automatic Payments: allow customers to quickly make a one-time payment, as well as sign up to have their payment account auto debited with each billing cycle. •Bill Notification and Presentment: notify customers via email when a new bill is available, and securely deliver exact replica of printed document to customers inbox or show online via the secure portal. •Interactive Voice Response (IVR): accept customer payments via automated phone service with InfoSend-hosted phone number, enabling client phone systems to redirect customers with ease. •SMS Text-to-Pay: enrolled customers may opt in to receive text notifications of new bills, and reply to have the registered payment method drafted for the amount due, speeding up the time to payment. •Bank Payments (MasterCard RPPS): InfoSend can collect payments made via the customer bank and include them within the lockbox file. •PCI-Compliant Cloud Based Solution: electronic billing and payment related products hosted in the cloud by InfoSend in a secure PCI-Level 1 compliant environment. B.Data Transfer and Processing •Client to transmit data to InfoSend in an agreed upon format, using the Data Transfer and Processing workflow des cribed in Section 1. •Client acknowledges that InfoSend will not be responsible or liable for any transferred data which does not result in a confirmation receipt to Client. •If the Client is not using InfoSend’s DPPM Service, USPS address workflow will no t be applied. •Data loaded into the eBusiness system is used to facilitate accurate payments via Web, IVR, SMS or Bank BillPay. C.Customer Enrollment and Bill Notification •Data loaded into the system will be used to facilitate customer enrollment, using two pieces of information specific to the customer bill. •For enrolled customers, system will send a notification of the new bill available via email. •For enrolled customers who have opted in, system will send an SMS alert. •For customers using the IVR system, bill information will be dictated by text to voice. •For customers paying via Bank BillPay, the account number can be validated by the system prior to accepting payment. •The system may optionally be configured to display a PDF replica of the bill image. D.Customer Payment and Reporting •Customers can make payment via Web, SMS, IVR or Bank BillPay, depending on channels which Client has requested InfoSend setup. •Payments can be configured to allow Users to pay by bank account and/or credit/debit card. •All payments will be reported in a standard daily “lockbox” file.