TEXAS STATE UNIVERSITY SYSTEM REQUEST FOR PROPOSAL. MERCHANT CARD SERVICES March 12, 2015 TABLE OF CONTENTS

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1 TEXAS STATE UNIVERSITY SYSTEM REQUEST FOR PROPOSAL MERCHANT CARD SERVICES March 12, 2015 TABLE OF CONTENTS I. Introduction and Current System Merchant Services II. III. IV. General Statement of Services Required Proposal Submission Instructions and Qualifications Current Merchant Service Information V. Required Services Attachment A: Attachment B: Attachment C: Fee Proposal Worksheet Equipment and Card Usage Charts by School Usage Detail Summary by School

2 Texas State University System Austin, Texas Request for Proposal Merchant Card Services I. INTRODUCTION The Texas State University System (the System ) is requesting proposals for a four year systemwide merchant services contract to be awarded in May, 2015, with service to begin September 1, 2015 and extend through August 31, 2019 as approved by the Board of Regents. This Request for Proposal (RFP) details the System's goals and the services required. The System intends to reduce the number of processors and systems currently being used. Through this contract the System intends to obtain the highest level of service for each of its institutions regardless of their size or location, to minimize costs and to improve operational efficiencies. The System is interested in utilizing the best current and forward looking technology. This RFP identifies current and required services for each of the institutions detailing transaction history over the past twelve months by institution and by merchant account. It specifies all required qualifications for processors, stipulates service requirements, details historical transaction activity at all institutions, establishes contract standard provisions to be incorporated in the contract, and provides all submission instructions. The RFP also allows for the processor to add other alternatives and ideas which will fulfill the objectives of the System. It is the intent of the System that the processor awarded the contract will execute one contract with the System encompassing all institutions of the System. The System is acting for and on behalf of each of its eight colleges and universities (the institutions ). Through this contract the System intends to obtain stream-lined, end-to-end processing to minimize costs and operational burdens while improving operational efficiency for all its institutions under the one contract. The contract will fully incorporate the terms and conditions of this Request for Proposal (RFP) and the proposal submitted in response to it. The processor will make all required services agreed to by the System available to all institutions of the System at the proposed pricing levels throughout the contract period. II. GENERAL STATEMENT OF SERVICES REQUIRED The institutions which make-up the System, and their current providers, ( are: - Lamar Institute of Technology, Beaumont Capital One - Lamar University, Beaumont Capital One - Lamar State College Orange Global Payments 2

3 - Lamar State College - Port Arthur Capital One - Sam Houston State University, Huntsville Global Payments - Sul Ross State University - Alpine Capital One - Sul Ross State University - Rio Grande College Capital One - Texas State University Global Payments The System s administration in Austin does not accept credit cards and will not be part of this RFP process. III. PROPOSAL SUBMISSION INSTRUCTIONS AND QUALIFICATIONS By submitting a proposal in response to this RFP, processors will be deemed to agree to the mandatory contract and service provisions contained herein. This RFP and the proposal submitted will be incorporated into and form the basis of the final services contract. 1. Proposal Format In order to fully and equitably evaluate each proposal a standard reply format is required. Each proposal must include a response to each item in the RFP, in the order given, along with completion of Attachment B for proposed fees. Only proposals submitted in the prescribed format will be evaluated for award. Attachments B and C contains summarized information for each institution on the merchant accounts, equipment and usage summaries. Detail for each merchant account by month is not shown in the Attachment but can be found at the following web address Schedule for Proposal Submission The System will make every effort to adhere to the following schedule. 03/12/15 Release of Request for Proposal 03/19/15 2:00pm CST Deadline for all questions pertaining to RFP 03/25/15 2:00pm CST Responses to all submitted questions provided 04/03/15 2:00pm CST Deadline for proposal submission May TBD Board of Regents award of contract 09/01/15 Contract commencement 3

4 3. Proposal Submission To be eligible for consideration under this request, a total of seven (7) complete copies of each proposal shall be submitted by 2:00 pm CST on April 3, 2015 to the address below. Proposals received after that time will not be accepted. Amendments or additional information supporting the proposal will not be accepted after the submission deadline unless requested by the System. The proposal must be submitted in a sealed envelope or packet marked Proposal for Merchant Services. An accompanying transmittal letter must be signed by an individual authorized to bind the submitting firm, state that the proposal is valid for 180 days from the submission date, state full agreement with the conditions and requirements of the RFP, and give full contact information regarding the proposal. Submission of the Proposal must be in both written and electronic form (on an accompanying CD). The proposals must be delivered by mail, express mail, or in person to: Dr. Roland Smith Vice Chancellor for Finance Texas State University System 200 East 10th Street - Suite 600 Austin, TX Telephone Fax roland.smith@tsus.edu There is no limit on the physical size of the proposal but a complete, yet succinct, and unambiguous presentation of the services offered and the fees required will be expected. Proposals should provide a clear and straightforward description of services and the firm s ability to meet requirements. Withdrawal of proposals will be accepted up to the deadline for proposal submission time and date above. Any firm submitting a proposal is deemed to have read, understood and agreed to all terms, conditions and requirements set forth in the RFP. The selection may be made on the basis of the proposals as initially submitted, without discussion, clarification or modification. The System reserves the right to request further information or presentations or to enter into negotiations for terms as part of the evaluation. 4. Pre-Proposal Conference A pre-proposal conference is not currently scheduled or anticipated. Questions regarding this RFP, or the services requested in it, will be accepted in form to Roland Smith, roland.smith@tsus.edu, on or before 2:00 pm CST, March 19, Responses to any material question submitted will be communicated via to all known proposers by 2:00 pm CST March 25, 2015, as necessary. If the questions indicate that a pre-proposal conference or conference call is required, all known proposers will be notified appropriately. 4

5 5. Selection Criteria The following criteria will be used as the weighting basis for evaluation of the proposals and the award recommendation. 50 % - ability to provide services, customer service, and reporting required, 40 % - proposed service fees, and 10 % - experience, creditworthiness and stability of the firm. Award may not be made to the firm submitting the lowest price proposal. The System will choose the firm which submits the most responsive overall proposal. 6. System Rights The System reserves the right to: - waive any defect, irregularity, technicality, or informality in the proposal or proposal procedures, - reject any and all proposals, - accept any proposal most advantageous to System, - request additional information or require a meeting with representatives for clarification, - cancel, revise, and/or reissue this request for proposal, - negotiate contract terms and conditions, - modify deadlines, and - select any proposal deemed to be in its best interest as determined by the System. IV. SYSTEM MERCHANT SERVICES CURRENT INFORMATION All the institutions of the System currently utilize merchant services for various type payments. Different providers are in use at various institutions. Registration is major sources of credit card use but others uses range widely and include: - sports and recreation - continuing education - retail outlets - libraries - copiers - hotel services (SHSU) - parking - transcripts - publications - department charges Detail available from current processing providers is shown in Attachment A for the last twelve month period organized by institution. The variety of information available from the multiple processors with multiple report formats has been consolidated as much as possible for analysis purposes. Information on the institutions describes the name and number of merchant accounts, the equipment owned or leased, and the overall count of transactions plus net sales. For most of the institutions, detail on transactions by type has also been noted as Merchant Activity. Scanned statements are included by institution. Currently the institutions receive services on an institution by institution basis under a system-wide contract with Global Payments 5

6 The institutions accept Visa, MasterCard, American Express, and Discover credit cards. Cards are accepted in-person or online via: web, mobile, dial-up, phone, wi-fi, cell, etc. PIN and PINLESS based transactions are also. V. REQUIRED SERVICES A complete and succinct response to each question is required. Responses should be in the order given and references to additional information provided should be clear for evaluation purposes. 1. Firm Stability and Background The System requires a firm which is fiscally sound and able to provide the required services throughout the contract period. The System represents public funds and as such requires full transparency and disclosure on financial matters. a. Describe the firm and include the following: major lines of business; and name, number and location of divisions or operating units. Provide the firm s latest annual report or 10K and other relevant financial information as applicable. b. Provide current short and long term ratings for the firm from two nationally recognized ratings agencies. c. Provide a brief history and background of the firm, including parent and/or subsidiary companies relating to the merchant card services. Describe your firm s organizational structure especially as it applies to service provision and customer service. Does the firm have any joint ventures in place for merchant services? Explain. d. How long have you offered merchant card processing services? What is the firm s future strategy as it relates to merchant services? e. What related services, if any, do you offer? f. Do you use a third party for any segment of customer services or card processing services? If yes, explain fully. g. Is the firm HUB certified? If so, by which agency? Does the firm plan to use any HUB businesses as sub-contractors? 6

7 2. Firm Competitive Position and Future Commitment to Providing Services a) What differentiates your firm and the service offered from that of other acquirers/processors? b) How does the firm stay current and competitive in merchant services? c) What steps have been taken or will be taken to incorporate EMV technology? d) Explain your firm s representation on MasterCard or Visa boards or committees. e) What new services or features have you implemented in the past two years? Do you have any new services/technologies in implementation currently? f) Does the firm anticipate major changes with EMV? If so, what changes should the System anticipate and how should it plan for those changes on hardware issues? g) What formal or informal bank/vendor relationships do you have and how can they be leveraged in merchant card processing? h) Does the firm have Near Field Communication capability and does it support Apple Pay? h. Describe your research, development and security staff. Quantify the resources dedicated to University processing. 3. References and Current Client Base a) Specify the category and number of customers for which you are currently providing card processing services. How many higher education institutions/merchants do you currently serve? What was the firm s total transaction count and dollar amount processed from ? Indicate by sector (higher education, private, etc.) b) What is the daily average number of transactions currently processed? What is the firm s maximum daily processing capacity? c) Which processing center(s) will be used? Is the processing structure designed for redundancy to address disaster situations? How often are systems tested? d) What is the transaction volume of your largest customer? Given the volume of the System, how would the System be classified? (i.e. Large corporate, small business, etc) e) How do the System s peak periods (fall, spring and summer registrations) compare to your system-wide peak periods? f) Provide the names, addresses and phone numbers of four references, preferably those with similar multi-institution structures like the System and with comparable volumes and 7

8 communication capabilities, and who are currently using your card processing services. Select a mix of long-standing and recently acquired customers. Identify how long these clients have used your services. g) Does the firm have customized programs for higher education? Describe fully. h) Explain why the firm believes it was able to win your last two customers from your competitors. i) Provide any additional information that is relevant to this RFP and your capabilities to provide the services requested (e.g., product brochures, articles in trade journals). 4. Relationship Representatives a) List the names, titles, phone, location, and addresses and provide brief biographies of the relationship representatives and senior management that would be directly involved in and responsible for a contract with the System. b) Describe the relationship management team structure that will service the account, with functional responsibilities and their position in the overall firm. Will there be local representation for all the system schools? c) How will services be provided equally to all campuses; on implementation and on an on-going basis? Will the same core representatives be designated for all System schools? d) What is the expected turn-around time on issue resolution? Is there any guarantee on the timing and escalation of issues? What is your escalation failure rate by tier? e) How often does the representative meet and review with the component schools to ensure they are receiving the lowest discount/interchange rates and prevent downgrades? 5. Card Acceptance/Interface Processing Please note that registration does not impact credit card use at Texas State because it is handled by a Third Party (TouchNet-PayPath). a) Does the firm support all major payment types, debit cards, gift cards, corporate cards, and other emerging options i.e. ApplePay? Does support vary for any of these? b) Describe your ACH services if available. Provide details on NACHA file transmission, reporting and returned item handling. Are the transactions bundled by day and by merchant id? Can the settlement date be provided on the CTX information? c) Is the firm moving towards or already accepting EMV technology? Explain fully and provide the time frame. d) Describe the hardware and software necessary for acceptance of credit and debit cards (a) with card present and (b) card not present, (c) using an IVR application, (d) via e-commerce (internet), and (e) pin-based debit (f) swipe technology, (g) EMV. What equipment are you recommending or requiring for the System? Does the firm provide the equipment on a lease or 8

9 purchase basis? Do you offer an equipment maintenance plan? If so, what is the turnaround time and costs involved? Describe the interface requirements and all compatibility issues. e) The System uses various gateways. Can the firm process transactions from various gateways including Verisign Payflow Pro, Payflow Link, and LinkPoint? Describe fully. Indicate all payment gateways supported in addition to these noted and address all fees for setup, monthly recurring charges and per transaction fees on Attachment B. f) Because the System institutions sometimes have a need to contract with another merchant processor for short-term, non-material transaction processing (and some institutions have another merchant number through separate banks), what is the firm s policy on such noncontract inclusive situations? What do you see as your role in this situation? Do you see the need for any waiver in the contract documents? g) Describe the process to add additional third party gateways. h) What integration options do you offer for TouchNet (PayPath, ReadyPartners, Marketplace, Bill+Payment, etc.)? i) What emerging hardware options are available (such as cellular, NFC, LoopPay, Barcode and Cloud)? j) Provide specific models and versions of hardware supported by application including what EMV terminals and pinpads are available. k) Describe telephone authorization options in the case of communication failures. l) What supplies will be provided by your firm with a maintenance contract, if applicable? m) How does the firm test/confirm PCI compliance? What requirements does the firm have? What testing or support is available? How does the firm qualify the merchants? n) Compatibility with Micros, TouchNet and PayPal Payflow Pro is required. Does the firm support these? 6. Authorization Processing a) What authorization methods does the firm support and which are recommended for the System (e.g., dial, mainframe dial remote job entry, lease line, frame relay, Internet)? List and describe alternatives. List any processor specific hardware needed to support each option. b) What are the procedures to reverse/recall an incorrect authorization? Describe how an afterauthorization return would be handled. c) Do you have the ability to process internationally? List any countries and currencies where the System could not authorize and settle transactions using toll-free numbers. 9

10 d) Describe any limitations on processing such as assigned windows for obtaining authorizations or settlement, number of files allowed per day, the number of transactions and/or dollar limits per file, or dollar amount per transaction authorized and settled? What limitations are set by batch? Daily processing? Are there any limitations on the number of files transmitted each day? Any limitations at all daily? e) Does your firm maintain direct authorization and settlement links to the various card organizations, or do you utilize a third party network for authorizations? Describe your configurations. Is your firm introducing to a direct processor or is it the direct processor? f) Do merchants incur any monthly access fee to connect to the authorization network? (All fees and fee categories are to be addressed on Attachment B.) g) Describe your AVS (address verification and shipping date compliance) process. h) Describe the procedures to be followed if a transmission request is denied authorizations. i) Provide any authorization differences between various card types. j) Please confirm the pre-authorization fees and how they are applied here. k) Provide your average response times per transmission channel (dial, lease-line etc.) authorization methods for both peak and normal periods. l) What is your maintenance and/or replacement policy for leased equipment? m) Describe the network monitoring system and operation. b) Does the firm have Near Field Communication capability and does it support Apple Pay? 7. Settlement Processing a) Describe the settlement process workflow for all parties explaining any differences by card type. b) Provide a funds availability schedule by card type. Is this negotiable? Is all funding next day? Describe. Is any expedited funding available? c) What is the settlement transmission time frame for Visa, MasterCard, Discover, American Express, Diners? Does this differ at any time? Include daily cut-off times. Will holidays affect the settlement process or timing? d) What is the cut-off time that sales transactions can be transmitted to meet settlement times? e) Do settlement times affect the System s processing/discount expense? f) Is settlement made by ACH or Fed wire? Can settlement details be passed via CTX on ACH transactions? 10

11 g) Do you allow for multiple settlement accounts by merchant or institution? h) Are settlement amounts listed separately on the bank statement or will they appear as one daily sum? What level of detail is available? Will Saturday and Sunday activity be combined into Monday activity? i) Can settlement be made either gross or net of fees? j) Is AMEX processing split dialed or pass-through? What are the associated fees? k) Describe recovery procedures for lost batches. 8. Ticket Retrieval and Chargebacks a) Describe the ticket retrieval request process along with turnaround times. Is this accomplished totally electronically? Does the firm support document imaging other than facsimile for transmission of or response to a retrieval request? b) How are retrieval and charge back requests delivered ( , mail, fax)? At what frequency? c) What response times and process does the firm require for ticket retrieval? How do these time frames compare to Association rules? State the average elapsed time from receipt of a retrieval request to merchant receipt. d) Define the chargeback cycle. What percentage of chargebacks is handled without merchant involvement? Does the firm have a standard rule-based logic to facilitate dispute resolution processing? e) On average, how often are chargebacks reversed? State your reversal rates (without merchant involvement) in total and by chargeback type in the last 12 months. f) Does the firm provide a designated contact or department to manage chargebacks specifically for the System? g) What chargeback reporting is used? Define and give examples. What tools do you have for reconciliation and reporting on chargebacks? h) Are credit card chargebacks and debit adjustments netted from daily proceeds, or are they debited separately? Are funds debited from the operating account or a separate escrow account? Can the information be tied back later? Show examples. i) Will the System receive credit of merchant fees for chargebacks? When are they credited? j) Does the firm have the capability to archive, retrieve transaction information, including signatures for bankcard transactions and non-bank card transactions? What information is stored and for what period of time? What system is available to the merchant to enable retrieval of this information \? 11

12 9. Debit Card Processing a) Does the firm support BIN (Bank Information Number) file management to differentiate between debit and credit card transactions? b) Describe the firm s debit card processing capabilities. Which networks are used? Which are supported? What differences, if any, in workflow occur from credit cards? c) Describe the firm s PIN and PINLESS debit card processing. d) Are debit card transactions routed automatically to the lowest cost network? Describe. 10. Technical System Capabilities a) Describe the processing platforms pertinent to the firm s recommended solutions for the System. Provide system specifications. Describe your capacity and scalability for the System s various sized institutions. b) Is the firm s processing software CPS (Custom Payment Service) compliant? c) Does the firm s software provide for integration in interface alternatives (such as XML, SOAP, Java, C++, COM, Perl, etc?) d) Does the firm s processing software support Purchasing Card Levels II and III? e) What is the firm s process for handling test transactions? Are test cards provided and if so, what types? f) How far back are transactions verified with AVS? Describe the process. g) Outline the security measures in place for the protection of data transmitted for processing. Are all the major verifications available (CVV for Visa, CID for AmEx, and CVC for MC)? Do you support CVV2 (Card Verification Value 2)? h) Is data imaging (e.g., signature capture) available? If so, describe. i) Is the firm able to process smart card, EMV, and virtual terminal transactions? If so, describe. j) Does your system have the capability to interface with ERP systems (Banner in particular) to simplify reconciliation? 11. Transmission Issues a) Describe the firm s recommended transmission method and options (e.g., dial, lease line, batch, real-time, Internet) including limitations and advantages/disadvantages. b) Describe the monitoring and notification process if a transmission fails. 12

13 c) Does the firm s processing system identify and eliminate duplicate transactions? d) Are there any limitations on the number of files transmitted each day? e) Indicate your transmission latency by region. 13

14 12. Security and PCI Compliance a) How does the firm handle PCI compliance initiatives? How do you qualify merchants? b) How does the firm make clients aware of new PCI initiatives and general information? c) Describe the training and education programs for PCI compliance provided by the firm. What consulting is available? Are there charges for these services? d) Describe the security measures used to prevent unauthorized user access to either the system or the data. e) Describe the security measures used to protect Internet transactions. f) Describe the procedures and policies in place to prevent internal fraud. Where does liability fall in the process of recouping loss due to such fraud? g) Describe all fraud protection tools. What options are available (Verified by Visa and MasterCard Secure Code) or does the firm have other/additional proprietary security functions? h) What is your firm s approach in the event of an actual and/or suspected breach involving credit card processing? i) Describe your disaster recovery and system recovery processes. j) Describe your approach to PCI compliance for University merchants for which you provide service. Describe your plan for assisting merchants in becoming compliant with the PCI DSS. What experience does your firm have with merchants moving from compliance under PCI DSS v2.0 to 3.0? k) Describe your PCI compliance staff. Where is your PCI compliance staff located? Do they provide national or regional coverage? Provide bios and certifications of those serving the University System. l) Our System is currently engaged with various OSA/ASV firms. Describe how your firm will engage with these OSA/ASVs? m) Describe the key issues colleges and universities have regarding PCI DSS compliance. n) Indicate your ability to remotely disable equipment such as terminals. o) Describe your availability of tokenization, PTPE and SSl alternatives. At any point in the card data life cycle with your firm is the data not encrypted? p) What is the method of authentications for an on campus user to make hardware and software changes/updates? Support calls? Supply ordering? Merchant configurations? 14

15 q) Indicate the device management capabilities (tracking, inventory and audit) of PCI compliant hardware and software. 13. Disaster Recovery and Service Availability a) Does the firm have a continuity plan for your processing systems and platforms in a disaster situation? Describe your local and system-wide back up and/or redundant systems. b) Describe the firm s hot-site back up capabilities in case of a complete site failure. How often are systems tested? c) When was the last time use of your back up system was required, the circumstances, and the length of time the backup system was in use. d) What is the expected time frame to become operational should a catastrophic event occur at a merchant site? What is the firm s role in the process? e) What has been the firm s up-time percentage the last two years? Provide system availability statistics for the current and prior year. Over the past year, what was the longest period that you were unable to authorize transactions? Describe the situation, including the source of the problem and the time it took to fix the problem. f) What are your maintenance windows and impact on availability? How are these windows announced and determined? 14. Information Reporting Complete and timely online reporting is a critical factor for the System. The System requires full online reporting and download capabilities including the ability to define and sort information at various levels. Reporting should be comprehensive and allow for customization. The firm should make every effort to fully describe and illustrate the reporting capabilities in their response. a) Describe all reports available and the software used to receive and view reports. Provide an overview of reporting cycles, procedures, and capabilities. Provide a sample of each detail and summary report available or a link to sample reports online. Are all information and all reports available electronically on the web? Do you provide dashboard reports that include all forms of processor related payments through all channels? Define the download capabilities, level of customization, and drill down capabilities available on online reporting and reports. Describe the daily and/or monthly reconciliation reports available to the merchant. Define: standard reports (transaction reports, funding reports, etc.) special reporting capabilities level of detail available retrieval capabilities imaging capabilities access mode 15

16 reporting frequency b) What is the standard delivery time frame for reports and statements? What alternatives are available? c) Do you provide actual costs per transaction fees including individual interchange rates, return rates, trend analysis, downgrade information and additional reports and analysis? Describe. d) What delivery methods are used for reports on reports and statements? e) Is historical information regarding sales, refunds, and chargebacks maintained in a database for access by the merchant? If a merchant needs historical reports (from a previous reporting period) or a specific time frame how are they made available? How far back are reports available? How long is reporting data stored in your system? How much time does it take to retrieve historical reports or data? f) Describe how multiple merchant numbers are reported and the flexibility afforded the merchant for customizing the reports. Can the merchant roll up specific groups for reporting independent of other groups? g) Can reports be tailored to send specific sections, for example, report groups comprising a subset of merchant numbers, to different locations? Is there an additional cost for this service? What charges are involved in customized reports? h) Can reports be tailored to specific financial accounting time schedules? i) Describe ad hoc reporting capabilities. j) Do reports encompass/include AMEX and Discover transactions for reconciliation and research purposes? j) Describe the training and re-training available for the firm s reports. k) Can the firm provide institution-wide and System-wide reports and institution-wide reports as well as merchant reports? Define and describe. l) Does the firm retain or archive reports for clients? Can all reports be downloaded? 15. Implementation a) The implementation target date for these services is September 1, 2015 however the System realizes that simultaneous implementation may not be feasible. Address how the company would schedule implementation for all the institutions to come online as quickly as possible. b) Describe the merchant and institution implementation process and the expected time frame for implementation. Focus on (a) merchants which will have to be transferred from another 16

17 processor as well as (b) any new merchant. Can the implmentations be done in phases at each school, such as terminals then web applications by merchant? c) Describe the merchant training process with regard to (a) new merchant training or re-training from a prior processor and (b) ongoing training (e.g., courses offered, frequency, location, and cost). d) After initial implementation, how does the individual institution create new merchant accounts? How long is that process? d) How are updates and dissemination of PCI and industry-related rules or regulatory changes accomplished? e) Does the firm publish a newsletter covering industry issues, rules, and regulations? How often is this published? How is it disseminated? Provide the latest copy. f) Specify the persons, by name and function, which will have primary responsibility for merchant implementation and training. g) Does the firm provide fraud-management training or awareness programs? h) What specific training do you offer for end-users and administrators related to hardware, software, reporting and related system functions? 16. Customer Service a) Is customer service available 24/7? How is it provided (phone or )? Are there any charges for technical or customer support services? b) Are customer services centralized or decentralized? c) Describe the promotional support you provide (e.g., signs, supplies, funds for specific purposes, advertising allowance). Is there any additional cost for this support? d) Will a specific customer service representative be assigned to handle this business? Describe the responsibilities of the customer service personnel, including the chain of command for problem resolution. g) Does the firm have scheduled periodic meetings with customers or client advisory groups to review the service? Does the firm organization host or sponsor focus groups, on-site training, user groups, etc.? If so, describe the frequency and topics of discussion. g) Describe your multilingual customer service support capabilities. h) What are the hours of operation for the customer service unit in the Central Time Zone? i) Are there established turnaround times for research items? If so, specify. j) What is the firm s history in meeting established response times? 17

18 k) Do you offer technical support for the software you provide? If so, provide the hours of support operations. l) How will you help the System and its institutions to reduce merchant services costs and manage downgrades? What reporting and tools does the firm have to assist the System in this process? What education assistance is directed to a decentralized organization like the System to achieve processing efficiency? m) Describe the dispute process and procedures for both cardholders and merchants. n) What are the procedures to correct duplicate transactions? Does your system identify and eliminate duplicate transactions automatically? Describe process. o) Does the firm offer processing solutions to perform (a) deferred billing, (b) installment billing and (c) recurring billing? p) Describe maintenance and replacement services for leased equipment. All costs for the service, shipping, etc. These are all to be reflected on Attachment B. q) Do you periodically provide cost-of-acceptance analyses for clients to ensure the best application and advantage? 17. Pricing and Contracts a) If the System is unable to execute a System-wide processing contract and only certain institutions execute a contract with your firm, what, if any, changes will be made to the proposed terms, conditions and fees to the executing institutions? b) Provide a price schedule for the services described in the RFP and any other unspecified costs required to provide the service on Attachment B. Describe the firm s overall pricing structure. Is the firm offering a fixed cost plus surcharges fee or an interchange plus fee? c) Are all terminals and other equipment available on a rent, lease or purchase basis? Describe your options. d) List and define transaction fees for authorization, settlement, network, communications and any other fees on Attachment B. Additions to the given form are expected. Include any one-time or set up charges, research fees and include all other fees or charges that will or could be charged (e.g., interchange rates by location, regular and ad hoc reporting costs). The System will not be obligated to pay for any fees not specified in the proposal. Please utilize Attachment B and its format as much as possible for evaluation purposes and complete all the questions in the second example section of the form. All fees not currently listed should be added to the Attachment and fully defined. e) List all of the firm s possible non-qualified surcharges categories (such as reward card fees, etc.) The fees for these are to be included on Attachment B. 18

19 f) Detail any change in association fees (Visa and MC) that would be charged through the program from the published interchange rates of these companies. g) Please provide bundled and unbundled pricing as applicable and consider both fixed and variable rates for the processing fee of the firm. h) Please describe the adjustment process for downgrades and the timing of them. i) When are discount fees deducted from the DDA account? Are discount fees calculated on gross or net sales? j) Provide a pro forma analysis based on the System s indicated volumes and service requirements. k) Can customers order charge slips, signs, imprinters and other supplies through you or directly from a vendor? How are the orders handled? What is the normal shipping time? l) How and when is the customer notified of price adjustments? Processor fees for the contract are set for the contract period? What if any prices are adjusted on a regular basis (semi-annual or annual)? Define and describe. m) Provide a copy of the anticipated applications and contract to be signed with the System. The System is planning to execute one contract the terms and pricing for which will extend to all institutions of the System. 19

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