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responding to complaints and customer telephone calls.The office shall be in service, at a minimum,during the hours of 8:00 a.m.until 5 004:30 p.m.Central Standard Time on all days except Saturday, Sunday,and Holidays.Hauler's customer service office shall have adequate staffing capacity during normal business hours, so callers do not experience extensive hold times(defined as fifteen(15)minutes or more).Notice of a service request shall be deemed received by Hauler at the time a voicemail is left by the requesting RDU,and the voicemail shall be returned within one business day. 2.9.6 In the case of alleged Missed Collections, Hauler shall investigate, and if such allegations are verified,Hauler shall then collect the materials no later than 7 p.m.the next business day after being notified of the Missed Collection. Hauler will work to collect the materials on the day of notification if drivers are still operating in the City at the time that they are notified. Hauler will use best efforts to collect all Missed Collections by the end of the day on Friday of the same week as the scheduled Collection.If a Missed Collection cannot be collected on Friday,Hauler will arrange for the Missed Collection to be collected on the next business day.Missed Collections must be collected either directly by Hauler or by a designated Subcontractor. 2.9.7 Upon notification of a Missed Collection from the City or RDU,Hauler shall investigate to verify the claim.The response time to service a Missed Collection shall be based on the initial report by the City or RDU to Hauler of the Missed Collection and not on the time Hauler provides verification of the Missed Collection.Verification must include "route-based"evidence entered in the field at time of collection in front of Customer address that the container was not out for collection when Hauler provided service.If this verification is provided to the City,it is not deemed a Missed Collection,but a Late Set Out,and Hauler shall follow the procedure established in 2.11.12. "Route-based" evidence can be either a paper copy of an actual route sheet,GPS route report,or route software report that illustrates the date of collection and the time of the attempted collection. 2.9.8 Hauler will make every effort to complete its entire collection on the scheduled collection day;however,there may be situations in which a Hauler determines that it will be unable to complete its collection route.Notwithstanding conditions as set forth in sections 3.1.2,3.1.3,and 14.8,if a Hauler determines before 12 p.m.that it cannot complete that day's collection route,Hauler will use reasonable efforts to arrange for the collection of the materials on the same day by another Hauler or a designated Subcontractor. If this arrangement is not successful, Liquidated Damages under Section 14 may apply.If a Hauler determines after 12 p.m.that it cannot complete that day's collection routes,Hauler shall be required to service such locations by the end of the following day.The Hauler shall also notify the City as soon as possible within that same day of any instance where routes were unable to be completed.A Hauler may be penalized for failure to notify the City,in accordance with section 16.1. 2.10 Cart Ownership,Management,Handling,and Specifications 2.10.1 All Carts will be purchased, owned, managed, assembled, repaired,maintained, and inventoried by Hauler.Hauler shall also be responsible for all Cart deliveries to eligible RDUs,including those who currently do not have Services. A-17 MU210\313\963095.v4