Specifications include, but are not limited to: 1. Live Support • The Contractor shall provide a dedicated account manager for day-to-day account support. The account manager shall be responsive to emails and phone communications. • A supervisor shall be available on-call 24/7/365 to respond to requests during emergency events with the authority to make changes to the City’s account as needed. • There shall be no scenario where the City cannot reach account support and a supervisor/manager. 2. The Contractor shall provide the following level of service for all calls: • Answer as “City of Norfolk, Department of Utilities Answering Service”; • Be courteous and professional; • All calls shall be answered by a live operator within thirty (30) seconds without the use of a recording; • Calls shall not be placed on hold for more than one (1) minute.