Terms and Conditions

This Master Service Agreement (MSA) is entered into on this day of Click or tap to enter a date. between Crestline Software LLC d/b/a MuniBilling, a limited liability company with a mailing address of 3300 Battleground Avenue, Suite 402, Greensboro, NC 27410 (“MuniBilling,” “we,” “us”) and Organization Name, with its main offices located at Address, City, State, Zip Code (“Client,” “you”).

1. Definitions

Agreement means this Master Service Agreement (“MSA”), including the attached Exhibits that are marked as being applicable, that defines the service(s) (hereinafter collectively called “Service(s)”) to be provided by MuniBilling to Client. Any discrepancies between our quote(s), the attached Exhibits, or this MSA shall be resolved using the following order of precedence: the applicable Exhibit (for such Exhibit only), the MSA, and then the quote(s).

Confidential Information means all non-public, proprietary, or confidential information of a disclosing party, in oral, visual, written, electronic, or other tangible or intangible form, that is either marked or designated as "confidential” or which should reasonably be understood to be confidential given the nature of the information and the circumstances of the disclosure. Confidential Information does not include any information that (i) is or becomes generally known to the public without breach of any obligation owed to the disclosing party, (ii) was known to the recipient before its disclosure by the disclosing party without breach of any obligation owed to the disclosing party, (iii) is received from a third party without breach of any obligation owed to the disclosing party, or (iv) was independently developed by the recipient.

Content means the visual information, reference documents, video tutorials, software, and products contained within or made available through the System.

Customer or Customers means your users or consumers of the utility services provided by you.

Customer Data means any electronic data and information you or any of your users provide or submit through MuniBilling, including the results of your initial data conversion. Customer Data does not include any Content.

Go Live means the System has been configured for your use, your Customer Data has been imported into the System, your rates have been added to the System, you have completed training sessions and User Acceptance Testing (UAT), a parallel bill run has been completed and accepted by you, and the System is available for your use.

System means MuniBilling’s cloud-based utility billing software licensed to you, including our Customer Portal and Customer Mobile Application made available for your Customers’ use and the Meter Reading and Field Technician mobile applications.

2. License Grant and Restrictions, Additional Services

2.1. Grant

Subject to the terms of this Agreement, MuniBilling hereby grants you a non- exclusive, non-transferable, non-sublicense-able right to use our System for the Term set forth in Schedule A, solely for your own internal business purposes. All rights not expressly granted to you in this Agreement are reserved by us.

2.2. Restrictions

1. You shall not license, sublicense, sell, resell, transfer, assign, distribute, or otherwise commercially exploit or make available to any third party the System or the Content in any way, or include the System or Content in any outsourcing offering.
2. You shall not modify, copy, or make derivative works based upon the System or the Content.
3. You shall not disassemble, reverse engineer, or decompile the System and/or any MuniBilling technology or intellectual property.
4. You shall not build a competitive product or service, build a product using similar ideas, features, functions, or graphics of MuniBilling utilizing any information obtained through your use of the System or Content or copy any idea, feature, function or graphic of the System.
5. You shall not use the System or any Content or MuniBilling intellectual property in any manner except as permitted in this Agreement.

2.3. Violation

Your or your end users’ intentional violation of any restrictions set forth in Section 2.2 that, in MuniBilling’s discretion, imminently threatens the security, integrity or availability of the System, may result in our immediate suspension of your use of the System. MuniBilling shall use commercially reasonable efforts to provide you with an opportunity to cure such violation prior to any such suspension.

2.4. System Use

This license cannot be shared with anyone else or used by anyone other than you. You may use the System for your internal business purposes only, and you shall not: (a) send or store material with any virus, worm, or other harmful computer code; (b) interfere with or disrupt the integrity of performance of the System in whole or in part; or (c) attempt to gain unauthorized access to the System or any related system or network.

2.5. Future Functionality

You acknowledge that your license of the System is not (i) contingent on the delivery of any future functionality or features other than (a) the contracted deliverables specified in all applicable exhibits, and (b) any Additional Services as may be separately agreed to in writing between the parties pursuant to section 2.6 of this Agreement, or (ii) dependent on any oral or written statements by MuniBilling regarding future functionality or features.

2.6. Additional Services

Other than those services marked as applicable in the attached exhibits, any services requested by Customer in addition to the use of the System and Content as specified herein shall be outside the scope of this Agreement (“Additional Services”). MuniBilling, in its sole discretion, may agree to provide any Additional Services pursuant to an amendment in accordance with the terms of Section 10.9. Notwithstanding, MuniBilling shall have no obligation to provide any Additional Services requested hereunder.

2.7. Changes

We reserve the right to:

3. Upgrade, modify, replace, or reconfigure the System at any time, provided that the System functions remain comparable to those existing at the time of the MSA’s execution; and
4. Notwithstanding anything contained in Section 10.9 to the contrary, modify the terms of this MSA or Exhibits, including our fee schedule, support terms, and service level standards, in response to any market changes, regulatory changes, or changes in law having a material adverse impact on MuniBilling. We will provide you with thirty (30) days' advance notice of any such change by emailing your representative or posting it on the System login page. If you do not reject these changes within thirty (30) days, the modifications will be deemed accepted by you. If you decline to accept the change and notify us of this rejection in writing, we will continue to provide service for you for ninety (90) days under the unmodified terms contained herein, after which the MSA may be deemed canceled in our sole discretion. You shall not be responsible for any early termination payments pursuant to Section 7.2 or any Discontinuance Fee pursuant to Section 7.3 for a termination pursuant to this Section.

3. Responsibilities

3.1. Your Responsibilities

In addition to your other obligations, you are solely responsible for:

1. Determining whether the System will meet your needs;
2. Using reasonable efforts to prevent unauthorized access to the System, any Content, or any Confidential Information, in whole or in part;
3. Notifying us promptly of any actual or suspected unauthorized access/use;
4. Abiding by all applicable local, state, and national laws and regulations, including those related to data privacy, communications, and the transmission of technical or personal data;
5. The accuracy, quality, integrity, legality, reliability, and appropriateness of all Customer Data;
6. Complying with our policies to obtain support and other services under this Agreement;
7. Establishing adequate alternate and backup plans if there is any disruption of service or other malfunction; and
8. Ensuring that the use of the System or information provided to your end users complies with the terms contained herein.

3.2. Our Responsibilities

Except as otherwise set forth in a Statement of Work to the contrary, we shall use commercially reasonable efforts to make the System generally available 99% of each calendar month, except for:

1. Planned downtime with at least 48 hours of advance notice (except for System emergencies requiring immediate attention) and scheduled to the extent reasonably practicable. MuniBilling conducts minor software updates at 10:30 PM ET on Wednesdays and major system updates on the second weekend of each month.
2. Downtime caused by a Force Majeure Event.

We shall use reasonable efforts to maintain the confidentiality of Customer Data, to protect the security and integrity of the System, and to promptly respond to and attempt to fix problems that interfere with the smooth and effective operation of the System and/or your use thereof.

4. Proprietary Rights and Confidentiality

4.1. MuniBilling Proprietary Rights

We own all rights, title, and interest, including all related intellectual property rights, in and to the System, including its content, design, technology, interface, and application, and any suggestion, idea, or enhancement request, feedback, recommendation, or other information provided by you or anyone else relating to any of the foregoing except Customer Data. The terms of this MSA are not a sale of any software and do not convey any ownership rights. MuniBilling names and logos are registered trademarks of ours. The product names associated with the System are our trademarks, and you have no right or license to use them without our written permission. You agree not to challenge any ownership or other right of ours to the System or any intellectual property claimed by us. No rights are granted to you hereunder other than as expressly set forth in this MSA.

4.2. MuniBilling Confidential Information

Our Confidential Information includes but is not limited to our System and the Content, pricing, proposals, and the terms of this MSA.

4.3. Use of Confidential Information

All Confidential Information shall remain the property of the disclosing party. A party receiving Confidential Information shall:

1. use or reproduce such information only when necessary to perform this MSA;
2. provide at least the same care to avoid disclosure or unauthorized use of such information as it provides to protect its Confidential Information but in no event less than a reasonable degree of care;
3. limit access to such Confidential Information to its employees or agents who need such information to perform this MSA; and
4. return or destroy all such information, including copies, after the need for it has expired, upon request of the disclosing party, or upon termination of this MSA.

4.4. Compelled Disclosure

The receiving party may disclose Confidential Information of the disclosing party to the extent compelled by law to do so, provided the receiving party gives the disclosing party prior notice of the compelled disclosure (to the extent legally permitted) and reasonable assistance at the disclosing party's cost if the disclosing party wishes to contest the disclosure.

5. License to Use Feedback

You grant us a paid-up, perpetual, irrevocable license to use or incorporate into the System any suggestions, ideas, enhancement requests, feedback, recommendations, or other information provided by you or your users.

6. Fees and Payments

6.1. Payment Terms

MuniBilling will invoice you in accordance with the fees and terms specified in Exhibit A and any other fees set forth in any applicable exhibits. You shall pay all amounts invoiced when they are due.

6.2. Past Due Amounts

Past due invoices will be subject to a late charge equal to 1.5% of the outstanding balance per month from the date due until paid, or the maximum rate allowed by law, whichever is less. You are responsible for any applicable expenses incurred with collection efforts, including, but not limited to, reasonable attorney’s fees.

6.3. Suspension

If your account has past due balances, we reserve the right to suspend your use of the System until such accounts are paid in full, including all accrued liabilities and obligations. You will continue to be charged during any period of suspension. MuniBilling reserves the right to impose a reconnection fee if your access to the System is suspended and you thereafter request access to the System.

6.4. Taxes

MuniBilling fees do not include any taxes, levies, duties, or similar governmental assessments of any nature, including, for example, value-added, sales, use, or withholding taxes, assessable by any jurisdiction whatsoever (collectively, “Taxes”). Except to the extent prohibited by law, you are responsible for paying all Taxes associated with your purchases hereunder. If MuniBilling has the legal obligation to pay or collect Taxes for which you are responsible under this section, we will invoice you, and you will pay that amount unless you provide us with a valid tax exemption certificate authorized by the appropriate taxing authority. For clarity, MuniBilling is solely responsible for taxes assessed against it based on its income, property, and employees.

7. Term and Termination

7.1. Initial Term and Renewal

This MSA's term and termination provisions are specified in this Section 7 and Exhibit A. Upon expiration of the initial MSA term or any renewal term, this MSA will renew automatically for an additional one-year term unless either of us notifies the other in writing at least 90 days before the end of the current term of our intent to cancel. You will not be refunded any money paid before the effective date of any termination. For purposes of this MSA, the initial term and any renewal term shall be individually and collectively referenced as the “Term”.

7.2. Termination for Cause

If you breach the terms of this MSA, including, but not limited to, not paying on time, or any unauthorized use of the System, and do not cure such breach within 10 days after notice of such breach, we may, in our sole discretion, suspend or terminate your use of the System and/or terminate this MSA. If MuniBilling terminates your access to the System and terminates this MSA due to your breach, you are responsible for paying any balance due for your use of the System before such date of termination and (except in the case of a termination pursuant to Section 2.7(b)) all unpaid fees which would be payable for the remainder of the current Term.

If we breach the terms of this MSA, including, but not limited to, the unavailability of the System for more than as specified in Section 3.2, or the failure to deliver contracted Services specified in the applicable Exhibit(s), and we do not cure such breach within 10 days after written notice of such breach, you may terminate your use of the System and this MSA.

7.3. Termination for Convenience

If the initial term of this MSA is more than one year, unless you are in breach of the MSA, you may terminate this MSA without cause at any time after the first anniversary of this MSA, provided you give at least thirty (30) days prior written notice of such election and you pay the Discontinuance Fee as defined herein. The parties mutually agreed upon the fees to be charged in this MSA based upon the volumes of bills represented in the applicable Exhibit(s) and the initial Term of this MSA. Because of the difficulty in ascertaining the actual damages to us that would result from an early termination of this MSA, you agree to pay to us a discontinuance fee (“Discontinuance Fee”) if you elect to terminate this MSA without cause equal to (a) the total Service Fees charged to you during the previous twelve (12) months in the case of an initial Term of three years or less, or (b) two (2) times the total Service Fees charged to you during the previous twelve (12) months in the case of an initial Term greater than three years. You agree to pay the Discontinuance Fee prior to the effective date of such termination and in addition to all other payables due and owing to us.

7.4. Effects of Termination

1. Upon termination of the MSA, you must submit a written and signed letter to MuniBilling within thirty (30) days certifying that you:

• Have deleted or destroyed ALL printed and electronic materials related to the System and all quotes or ideas derived from the System, except as required by law, in whole or in part, from any other publication, form, method, system, or filed documents you may have.
• Have not given, sold, rented, or lent any copy or any part of the information in any shape or form to any third party, including any user login credentials.
• Release us from all claims related to this MSA and the System.

1. Upon termination of this MSA for any reason, we will provide you with a copy of your Customer Data in a standardized electronic csv data format within five (5) business days of receipt of your written request. We have no obligation to retain a copy of your Customer Data longer than thirty (30) days after termination or expiration of this MSA.

7.5. Costs of Termination

In the event this MSA is terminated or canceled following its terms, each party will bear the cost of unwinding its participation in the MSA, and any ancillary agreements shall also be terminated automatically.

8. Customer Data

As between MuniBilling and yourself, you shall own all Customer Data, which shall be considered your Confidential Information. Notwithstanding, MuniBilling may access your Customer Data to provide the Services, to respond to, access, or resolve service or technical problems, and in doing so will maintain its confidentiality. Client may request a complete copy of its Customer Data in our standardized CSV electronic export file formats at any time at MuniBilling’s standard rate (currently $200 per request). You also have the option to run reports in the System to print out Customer Data or export Customer Data in a standard comma-separated list format.

9. Representations and Warranties

Each party represents and warrants that it has the legal authority to enter into this MSA. We warrant that we will provide the System in a manner consistent with industry standards and that the System will perform substantially in accordance with what was presented and demonstrated to you.

9.1. Indemnification

Except to the extent prohibited by law, you shall indemnify, defend, and hold MuniBilling, its affiliates, officers, directors, and employees harmless from and against all claims resulting from, arising out of, or relating to:

• A breach of this MSA by Client; or
• Any negligent act, omission, or intentional misconduct of Client.

You will indemnify MuniBilling for any damages, attorney fees, and costs finally awarded against, or settled upon by, MuniBilling because of such claim.

9.2. Disclaimer

EXCEPT AS EXPRESSLY PROVIDED IN THIS MSA, MUNIBILLING MAKES NO OTHER WARRANTIES OR REPRESENTATIONS, EXPRESS OR IMPLIED, AT LAW OR OTHERWISE, INCLUDING BUT NOT LIMITED TO ANY IMPLIED WARRANTY OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT, ALL OF WHICH ARE HEREBY DISCLAIMED TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW.

Without limiting the foregoing, we make no promise:

1. As to the reliability, timeliness, quality, suitability, truth, availability, accuracy, or completeness of the System or any content, all of which are provided strictly on an “as is” basis.
2. As to any third-party provider or any of its products or services, regardless of whether we may have designated it or its products or services as “certified”, “validated”, or otherwise.
3. That the use of the System will be secure, uninterrupted, or error-free or operate in combination with any other hardware, software, system, or data.
4. That the System will meet your requirements or expectations.
5. That any Customer Data will be accurately or reliably stored.
6. That errors or defects will be corrected.
7. The service will be free of any virus or other harmful component, although we will not knowingly insert any such harmful code.

9.3. Internet Delays

The System may be subject to limitations, delays, and other problems inherent in the use of the Internet and electronic communications. We are not responsible for delays, delivery failures, or other damage from such problems.

9.4. Limitation Of Liability

In no event shall our aggregate liability to you exceed the amounts paid by you in the 3 months immediately preceding the event giving rise to your first claim, regardless of the number of claims arising out of or related to this MSA.

9.5. Disclaimer of Damages

In no event shall we be liable to you for any indirect, punitive, special, exemplary, incidental, consequential, or other damages of any type or kind (including loss of data, revenue, profits, use, or other economic advantage) arising out of or in any way connected with the System, Content, your use of the same, or any interruption, inaccuracy, error or omission, regardless of cause, even if we have been previously advised of the possibility of such damages, and regardless of the basis of any claim, e.g., warranty, tort, contract, or strict liability.

You acknowledge that:

1. this Section 9 is reasonable given the cost of using the System;
2. this Section applies even if a remedy fails in its essential purpose; and
3. all your claims are subject to the damages limitation in this MSA. Nothing contained herein is intended to limit a party’s liability for gross negligence or willful misconduct.

10. General

10.1. Assignment

Neither party may assign this MSA, , in whole or in part, including any of its rights or obligations hereunder, whether by operation of law or otherwise, without the prior express written consent of the other party, which shall not be unreasonably withheld. Any attempted assignment in violation of this Section shall be void. The terms of this MSA shall bind and inure to the benefit of the parties, their respective successors, and permitted assigns.

10.2. Relationship

No joint venture, partnership, employment, or agency relationship exists between you and us. Neither party has any authority to enter into agreements of any kind on behalf of the other party, and neither party will attempt to create any warranty or other obligation, express or implied, on behalf of the other party. You agree that we can reference your name and/or logo to acknowledge you as one of our clients.

10.3. Notice

We may notify you using a general notice on the System login page, by email, or by written mailed communication, as per your contact information in Exhibit B. Notice shall be deemed to have been given three (3) business days after mailing, the next business day if delivered via a nationally recognized overnight carrier, or 12 hours after sending an email or posting a change of the System. You may notify us (and such notice shall be deemed given when received) at any time by electronic means or written mailed communication as per our contact information in Exhibit B.

10.4. Force Majeure

MuniBilling shall not be liable to you for any damages, delay, or failure to perform its obligations set forth in this MSA if caused by circumstances beyond its reasonable control. This includes but is not limited to hardware failures, telecommunications, power or internet failures, acts of nature, fire, casualty, riot, pandemic, cybersecurity incidents including cyberattacks, data breaches, and ransomware attacks, terrorist acts or threat thereof, war, labor disputes, supplier or vendor failures, transportation or supply chain disruptions, material change in applicable law or regulation, or decree of any court or government entity (a “Force Majeure Event”). Upon the occurrence of such a Force Majeure Event, within a commercially reasonable amount of time, MuniBilling shall notify you of the delay and the cause thereof, take reasonable steps to avoid or remove the cause, and resume performance whenever the cause is removed. MuniBilling shall not be liable for costs incurred by you associated with such delay.

10.5. Waiver

The failure of either party to require performance of any terms of this MSA shall in no way affect the full right to require such performance at any time thereafter or the performance of all the other provisions, nor shall the waiver of any succeeding breach of such provision or any other provision operate as a waiver of the provision itself. No failure or delay in exercising a right shall constitute a waiver of that right. Except as expressly provided herein, all the parties’ rights and remedies shall be cumulative, and none of them shall be in limitation of any other right or remedy in law or equity.

10.6. Severability

If any terms of this MSA are held to be invalid or unenforceable, such terms shall be construed, as nearly as possible, to reflect the intentions of the invalid or unenforceable terms, with all other terms remaining in full force and effect.

10.7. Governing Law

This MSA shall be governed by and interpreted in accordance with the laws of the State of North Carolina without regard to choice of law provisions or the United Nations Convention on the International Sale of Goods.

10.8. Arbitration

Except to the extent prohibited by law, any action or proceeding seeking to enforce any provision of, or based on any right arising out of, this MSA will be referred to and finally resolved by arbitration in Guilford County, North Carolina, in accordance with Chapter 1, Article 45 of the North Carolina General Statutes (the NC Revised Arbitration Act, the “Act”), which arbitration rules are deemed to be incorporated by reference in this section. Judgment on the arbitrator’s award may be entered in any court having jurisdiction thereof. The tribunal will consist of a sole arbitrator appointed by the parties or, failing agreement within one month of the demand for arbitration, as specified by the Act. Any arbitrator shall have substantial familiarity with and at least seven years professional experience with U.S. commercial law and resolution of disputes involving such law, which familiarity may have been obtained by study of, participation in transactions involving, or litigating, adjudicating, or resolving disputes involving, such laws. The arbitrator shall be free in addition to consult independent technical or legal experts of his own choosing in resolving any dispute. We mutually agree to try and take advantage of video conferencing and other technology to reduce the need for travel in the unlikely event a proceeding occurs.

10.9. Entire Agreement

This MSA contains the entire understanding of the parties relating to the subject matter hereof and supersedes all prior and contemporaneous agreements or negotiations between the parties on the subject. No amendment or modification of this MSA shall be valid or binding upon the parties unless it is in writing dated after this MSA and signed by the duly authorized officers of the parties No course of dealing or usage of trade may be invoked to modify the terms and conditions of this MSA.

11. Miscellaneous

The parties may sign this MSA by electronic transmission, which shall be binding upon the parties. If executed in counterparts, this MSA will be as effective as if simultaneously executed. For purposes of this section, a “signature” shall include, but is not limited to, an electronic signature. The headings, subheadings, and other captions in this MSA are for convenience and reference only and will not be used in interpreting, construing, or enforcing any of the terms of this MSA. Each party acknowledges that it has had the opportunity to review this MSA with legal counsel of its choice, and there will be no presumption that ambiguities will be construed or interpreted against the drafter, and no presumptions made, or inferences drawn because of the inclusion of a term not contained in a prior draft or the deletion of a term contained in a prior draft. This MSA may be executed in counterparts, each of which will be deemed an original, and all of which together constitute one and the same instrument.

IN WITNESS WHEREOF, each of the parties has caused this MSA to be executed by its duly authorized representative. The parties acknowledge and agree that this MSA may be executed in counterparts and signed and transmitted electronically.

Additional MSA Terms And Billing Information

• Contract Information
  • MSA Service Type: Software as a Service or Managed Services
  • Estimated Go Live Date: It is estimated to be 60 days (about 2 months), including a parallel billing cycle, AFTER the Client completes Part One training sessions, which require the importing of all required Customer Data and solidifying all business rule configuration requirements.
  • Agreement Term: years from the Go-Live Date
  • Agreement Renewal: Automatic
  • Termination: The MSA can be canceled with 90 days advance written notice to MuniBilling before the end of each Term.
  • Number of Service Locations: Amount of services billed
  • Utility Service Types: Water, Sewer, Gas, Garbage, Electric, Property Taxes, Stormwater, Internet, Cable TV
• Client Billing Frequency: Monthly
• MuniBilling Invoicing of Client
  • Invoice Cycle: Billed in advance Monthly. If the Invoice Cycle is less frequent than monthly, any additional monthly fees specified in any of the applicable Exhibits shall also be billed in advance with the Invoice Cycle.
  • Service Fee per Invoice Cycle: $0.00 for up to service locations billed
  • Additional Service Locations: If the number of Customer service locations billed exceeds the limit set forth above, the Service Fee per Invoice Cycle shall be increased by $0.00 for each additional service location(s).
  • Commencement of Invoicing: Invoicing of the Service Fee will begin upon Go Live, provided, however, that if Go Live is delayed due to Client’s failure to meet its obligations as set forth in Exhibit C, invoicing of the Service Fee will begin no later than one hundred (100) days after the date of the Implementation kick-off meeting.
  • Payment Terms: Payment is due 30 days from the invoice date.
  • Bank and Merchant Account Fees: All miscellaneous bank or merchant account processing charges charged to MuniBilling that are associated with Client or its Customers, including returned checks and lockbox fees are pass-through charges and may incur additional fees.
  • Other Fees: Additional fees that may apply are specified in the Pricing and Payment Terms section of each applicable exhibit.
  • Fee Increases: On each Agreement anniversary date, the fees outlined above may be adjusted based on the percentage change in the U.S. Consumer Price Index for All Urban Consumers published by the Bureau of Labor Statistics, reflecting the most recent 12-month period for which the index is available.
  • Retroactive Fee Adjustment: If a review of previous invoices indicates that the actual number of active service locations billed is less than the invoiced pricing tier, MuniBilling reserves the right to make retroactive adjustments to correct any undercharged amounts.
• MuniBilling Professional Services Included
  • Client Service and Support: Exhibit D explains the frontline technical support for MuniBilling application users to resolve issues with the MuniBilling software application.
  • Bill Print: Exhibit E explains the services to manage billing printing, packaging, and mailing through USSP for standard 8”x11” bill statements.
  • Electronic Payments: Exhibit F explains the services to process Customer credit and debit cards, and ACH bank transfers with elective IVR phone payment services.
  • Broadcast Notifications: Exhibit G explains the services to assist with targeted ad-hoc broadcast notifications for voice, SMS, and email.
  • Lockbox: Exhibit H explains the services to process Customer check payments and the remittance coupon sent to the designated MuniBilling USPS postal address.
  • Managed Services: Exhibit I explains the services MuniBilling will provide to manage the lifecycle of utility billing operations for Client.
  • Customer Call Center: Exhibit J explains the frontline multilingual support to manage inquiries from utility Customers, process operational requests such as Move-In/Move-Out, and resolve issues related to payments and bill statements.
  • Nacha Data Conversion and Setup: Exhibit K explains the services to transform, manually load, and encrypt Customer Nacha bank payment information.
  • Rate Changes: Exhibit L explains the services to plan, test, and update new utility rates and decommission the previous utility rates in the Client’s production environment of MuniBilling’s System.
  • Supplemental User Training: Exhibit M explains the services to provide post Go Live training of new users and/or for refresher/expanded training of existing users of MuniBilling’s System.
  • Meter Exchanges: Exhibit N explains the services to plan, test, and update replacement utility meters and decommission the previous utility meters in the Client’s production environment of MuniBilling’s System.
  • Engineering Inserts: Exhibit O explains and specifies the engineering services (the “Engineering Services”) to be performed by MuniBilling for Client.
• Optional MuniBilling Modules
  • MuniReadPro: MuniBilling Mobile application to facilitate meter readings.
  • MuniServicePro: MuniBilling Mobile application to manage service requests.
  • Customer Portal: Self-service web portal for your Customers to view and pay bills, manage their account, and communicate with service provider.
  • Customer Mobile App: MuniBilling mobile application for your Customers to receive and pay bills, manage their account, and communicate with service provider.

Updated 12/05/24