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Home My WebLink AboutAgreement_General_11/10/2022_Invoice Cloud Invoice Cloud Statement of Work Village of Tequesta Overview The Invoice Cloud (IC)suite of services (The Service)will give the Village of Tequesta (Biller)and its customers the ability to accept online payments for invoiced and non-invoiced items. The Service will allow the Village of Tequesta to offer online payment processing in a securely hosted real-time environment. Customers will be able to locate, view and print bills or invoices and payment records online and pay using credit cards, debit cards, and electronic checks. Definitions: 1. Biller—Merchant/Village of Tequesta 2. Payer—Client customer, resident, person paying a bill or invoice 3. EBPP—Electronic Bill Presentment& Payment 4. Bill—Bill and Invoice are used synonymously throughout this document 5. RTDR - Real-Time Data Refresh —collects and aggregates the data as soon as a user accesses a specific function 6. NTDR—Near-Time Data Refresh—integration that happens periodically;the data is collected immediately but it is not aggregated until later — data can be processed every day, every hour or even every few minutes 1. Security and Industry Compliance Invoice Cloud maintains full compliance with current applicable Payment Card Industry (PCI) standards, Cardholder Information Security Program (CISP) regulations and National Automated Clearinghouse Association (NACHA) rules and guidelines. Invoice Cloud will abide by such guidelines for the security of all cardholder data that Invoice Cloud possesses. a. PCI - Invoice Cloud will provide compliant storage of Biller's customer payment information that is certified by Visa/MasterCard. Data security measures are addressed during collection and transmission via SSL with our patent pending encryption technology. All confidential information will be treated in accordance with the PCI standards. b. Software as a Service (SaaS) Architecture — All Biller customer financial and payment information and the invoice presentment and payment processing application is housed offsite from Biller. c. Browser Compatibility - Invoice Cloud supports the most current version of the industry's most common browsers. 2. Data Integration Invoice Cloud does maintain an integration with BS&A.The integration for the Village of Tequesta will include the functionality found in Appendix B. 3. Payer Portal The Payer Portal is an electronic bill presentment and online payment portal where a Biller's customer(Payer) can view a bill and then proceed,within the same user interface,to make an online payment. a. Invoice Cloud will present bills electronically through a payer portal that is branded for Biller or via an email notification,if the Payer provides an email address. b. The electronic invoice presentment will simulate the paper invoice Biller uses and will be available in PDF and/or html format. c. The Service may provide the Payer the option of making a payment via credit card (Visa, MasterCard, American Express and Discover)or electronic check(also referred to as ACH,e-check, EFT). IC Confidential-Tequesta Village SOW Biller 1 d. The Service provides the Payer a one-time online payment option without registration, and the capability to register to access Payer's account history, schedule a payment, or set up AutoPay payments. e. A Payer will have the ability to choose their payment date(also known as scheduled payments). f. The system will accept partial,full,or overpayments as defined by the Biller. g. The Payer will register with the Service using the authentication method designated by Biller. h. Linking Accounts - After registering with the Service, the Payer will be able to login into their account(s). If the Payer has multiple accounts and uses the same authentication information for all accounts, the Payer will be able to link their account and view from a single registration. The Payer will then have the option to choose which account they would like to pay or view in further detail. i. The Payer will receive an email confirmation of payment after any payment process. j. The Payer will have the ability to search and access historical bills once they register with the Service. The Service will store twenty-four(24) months of rolling history from the point of Biller's first invoice file upload to the Service.This includes invoice history and account history. k. Biller has the option of allowing the Payer to pay via different payment methods which include online, IVR, IC Biller Portal, Pay by Text,CloudCSRConnect and CloudPOSConnect. I. Payers who have scheduled a payment or registered for AutoPay will receive email notification from the Service of pending payments. m. The Service includes shopping cart functionality. n. The Service will allow the Payer the option to elect paperless billing. o. A Payer registered for paperless billing will be automatically placed back on paper billing if their email address is undeliverable; notification of the Payer's undeliverable email address will be sent to Biller via email. p. The Service complies with Federal E-Signature Act for paperless billing and AutoPay by providing a system in which a Payer must confirm enrollment in paperless billing and/or AutoPay by responding to an email sent after the Payer registers for paperless billing and/or AutoPay through online self- service. 4. Biller Portal The Biller Portal is an administrative portal where Biller staff will have access to reporting, search customers, search invoices,search payments, initiate payments or credits, login as a Payer, modify email templates,etc. a. Biller can log in as the Payer on either the Biller or Payer Portal and make a payment on behalf of the Payer. There is an audit trail for who made the payment, and the source of every payment (CSR, Pay by Text,AutoPay,Web, IVR,etc.). b. Biller will have the capability of blocking future payments by specific Payer and payment method type (i.e.Credit Card or E-Check(ACH). c. Permissions—The Biller Portal includes a table of role based permissions, determined by the Biller's System Administrator. Each permission is applied to a user ID on an individual basis to maximize flexibility. The system administrator can allow or disallow access to functions such as viewing data, creating reports, resending email notices, processing payments, credits or refunds, editing email templates and more.Since it is controlled by Biller administrator, changes can be made quickly on an as needed basis. d. Administrative Email Notifications - Biller may set up the system to send several administrative notifications and request system notifications be sent to multiple staff members.This allows different departments to get the information they need in a timely manner. The notifications include: • ACH Reject Notifications • Batch Close Notifications • Daily Management Report • File Processing Notifications • Month End Billing Invoice • Paperless Customer Email Bounce Daily Report IC Confidential-Tequesta Village SOW Biller 2 • • Request System Notifications(this is the ticketing system available in the Invoice Cloud payer portal). • Status Notifications(notifications of planned outages, new features,etc.) e. Biller Controlled Configuration Options — The Biller Portal includes several Biller controlled configurable options to customize the way payments and customer accounts are handled. The Biller will be able to configure for: • allowing Auto-Pay and scheduled payments • allowing customers to update their phone or mailing address through the payer portal • allowing customers to pay less than,or more than the balance due based on receivable type • updating Refund Policy description • updating customer service phone number 5. Biller Portal-Reporting Biller can access a selection of pre-configured reports. Biller can request reports for daily, monthly,or date range activity. Most reports can be exported to excel files or scheduled for download as a custom report,as indicated by asterisk(*)in the report name. All stored payment data is truncated,and this is reflected in all reports. a. Reports: b. Search Customers* c. Search Invoices d. Search Payment Transactions* e. Monthly Summary f. Registration Report* g. Autopay Report* h. Paperless Report* i. Data Synchronization History j. EFT/ACH Rejects* k. View Scheduled Payments* I. Invoice File History m. Import Errors n. Daily Payments Received* o. Total Outstanding Invoices p. Email Notification Summary q. Email Statistics r. Email Tracking s. Bounced Email Report • Email Statistics • Email Tracking • Bounced Email Report 6. Payer Email Notifications Invoice Cloud provides a set of customizable email notification templates for each invoice type that are delivered for numerous events surrounding electronic invoice presentment and payment activity. Email notifications may be customized through the Biller Portal using a Word style editor and options to insert secure hyperlinks to website, links to electronic documents such as newsletter or bill inserts, and/or variable fields selected from the Biller's data file. a. Three (3) email notifications can be scheduled. The first notification is based on the number of days from the invoice due date. Second and third notifications will only be sent to Payers with an outstanding balance, not those with a scheduled payment, or Payers who have signed up for Auto- Pay. IC Confidential-Tequesta Village SOW Biller 3 b. At the discretion of Biller, Payer email notifications can be delivered for each of the following events. • First Invoice Email Notification • Second Invoice Email Notification • Third Invoice Email Notification • Payment Transaction Receipt • Declined Auto Pay Transaction • Late Fee Email Notification • Declined Scheduled Payment Notification • Registered Customer Welcome Email • AutoPay Registration Notification • Paperless Registration Notification • ACH Reject/Chargeback Notices(with reason codes and descriptors) • Credit Card Expiration Notification • Scheduled Payment Confirmation • AutoPay Reminder Notification • FlexPay Confirmation Notification • Scheduled Payment Reminder • Paperless Off Confirmation • Online Bank Direct Payment Receipt • Check 21 Payment Receipt • Linked Accounts First Notice Notification • Linked Accounts Second Notice Notification • Linked Accounts Third Notice Notification • AutoPay Off Confirmation • Conveyed Customer Notification • Multiple Registered Customers Welcome Email • Recurring Scheduled Payment Confirmation • Recurring Scheduled Payment Canceled 7. Business Rules The Invoice Cloud solution is designed for flexibility for customers and Billers. There are many rules currently available, and we will also undertake the creation of new business rules as we both agree. Each bill type operates independently and can accept different payment types as well as other business rules. At Biller's option, multiple business rules can be applied to each bill type. Invoice Cloud provides flexibility regarding business rules to support specific needs,including: a. Ability to allow partial payments,over payments,full balance only,or late fees. b. Ability to allow payments beyond the due date - The service is designed to accommodate Biller specific business rules like allowing payments beyond their due date. c. Ability to allow for multiple payment types for one customer for the same bill - The service allows multiple payment types from one customer for the same bill when partial payments are allowed. Credit/debit card and e-check (ACH) can be run separately and an unlimited number of remittance types can be used. For example, a customer can pay part of a bill with a checking account, another part with a credit card and the remainder with a second credit card of a different type. IC Confidential-Tequesta Village SOW Biller 4 8. Implementation Process Invoice Cloud assigns an Implementations Manager (IM) to each Biller. The IM will be the Biller's primary contact during the implementation process and coordinates all necessary resources from Biller, Biller software company, Invoice Cloud, and any sub-contractors.The IM will provide the Biller with the following documents to facilitate the project: a. New Biller Questionnaire & Questionnaire Key — Documents critical information needed to setup and initiate the service including information on business rules and feature selection. b. Project Timeline—Details project schedule and milestones. c. Testing&Training Plan—This plan walks the Biller through a set of user acceptance testing criteria and facilitates training on the service. 9. Support&Training a. Business Hours —The business hours will be Monday through Friday from 8 a.m. to 8 p.m. Eastern Standard Time. Note: Biller Support hours are 8 a.m.to 8 p.m. EST. Payer Support hours are currently 8 a.m.to 4 p.m. EST. b. Help Desk -The Service will provide a helpdesk ticketing system for Biller within the Biller Portal to get help from Invoice Cloud client support team. This tool will allow Biller to track and retain resolutions for historical reference. c. Payer Support—The Payer Support is two tiered with Biller staff as the first line of support regarding account, registration and billing questions. Issues with the Invoice Cloud service operation or incorrect credit card charges will be routed to Invoice Cloud Client Support via telephone or a Biller helpdesk ticket. d. Biller Support- If Biller encounters an inquiry which they cannot resolve Biller will create a helpdesk support ticket. Invoice Cloud Customer Support will address the issue and if applicable provide training to Biller to allow the address of tickets in a timely matter; often within twenty-four (24) business hours. Biller and technical support is available during business hours. i. Routine Technical Support-Technical Support is available during business hours. Biller may call customer support directly; however, the use of the helpdesk ticketing system is encouraged as the preferred method of contact. Invoice Cloud staff views all tickets as they are submitted and routes them to the appropriate person for resolution. ii. Emergency After-Hours Support —The helpdesk service is monitored after business hours and emergency support issues are addressed within one (1) hour. An emergency support issue is defined as an issue involving the system being down and inoperable and does not include Payer payment issues. Biller may request email notification be provided in the event the system is down and inoperable. e. Service Enhancements- Most enhancements do not require action on the part of Biller. Upgrades as agreed are done at the Invoice Cloud server level, so there are no mandatory actions for Biller to take. Support levels are not affected by enhancements. f. Biller Training- Biller staff will be guided in how to use the system through in-house training, documentation, remote live sessions,and access to our client support team. • All standard training will be done remotely. Invoice Cloud's training personnel will provide sessions for both Payer and Biller portals for Biller's staff. • Separate training is conducted for Biller's technical staff regarding the uploading of bill files and any other applicable processes. • Ongoing phone and Go-To-Meeting training will be provided during the first month of use at no additional cost to Biller. 10. Marketing Invoice Cloud provides marketing support that our Billers can use to promote the EBPP and IC payment solutions to its Payers, at no charge. Invoice Cloud's marketing group will schedule a 1-hour conference call to IC Confidential-Tequesta Village SOW Biller 5 review Invoice Cloud's recommended best practices for promoting the service. Sample templates will be provided for each item and customizations can be made upon request. The marketing collateral that Invoice Cloud provides may include: • Bill Inserts • Newsletters • Envelope Teasers • Pay Button Link • Posters with Acrylic Stands for Payment Counters • Business card sized take-away cards with QR code • Local cable/TV station announcement 11. CloudIVRConnect'" The IC CloudlVRConnect allows Billers to accept payments via our interactive voice response system. It provides customers with 24-hour access to account status and billing information (total balance due, past due amount, last payment made, next billing date etc.).The following options are available: • Provides for a toll-free call and a caller ID number set by the Biller • Supports messaging in both English and Spanish • Provides for a customizable initial greeting (includes City/County/Company name) — all remaining prompts are standard • Ability to pay with credit card (Visa, MasterCard, Discover, American Express), debit card, or eCheck (ACH) • Replays information with Invoice Cloud generated confirmation# 12. CloudSMSConnect'" The IC CloudSMSConnect allows Billers to accept payments via SMS text messaging. The following options are available: • Provides interactive registration and service sign-up confirmation • Sends notification when new bills are available for payment • Ability to pay with credit card (Visa, MasterCard, Discover, American Express), debit card, or eCheck (ACH) • Allows for payment utilizing a stored-payment method 13. CloudStore'' The IC CloudStore allows Billers to accept payments for non-invoiced services like books, t-shirts, etc., fire, police, building permits,or activity programs. The following options are available: • Accept electronic check and or credit/debit cards. • Customer receives immediate email confirmation of payment. • Department receives email notification of purchase event for instant fulfillment services. • Ability to apply convenience fees, if required. • Reporting by service type. • Linked to Biller branded payment portal. • Each service type can have its own online registration form. • Can be setup to accept payments over the counter. 14. Online Bank DirectTM The IC Online Bank Direct (OBD) allows Billers to electronically import echeck (ACH) payments initiated from consumer bank bill sites. The following options are available: • Auto-matching of payments with open invoices IC Confidential-Tequesta Village SOW Biller 6 • Email consumer a payment notification for those customers with an email address on file • Ability to apply a single payment to multiple invoices • Custom search capabilities to locate matching invoice(s) • Electronic deposit of corresponding echecks This SOW contains many products, services, and payment methods. Only the specific products, services and payment methods selected by Village of Tequesta,as outlined in the Biller Order Form, are included in the delivery of products, services,and payment methods_ IN WITNESS WHEREOF,the parties hereto have duly executed this Agreement. Village of Tequesta Invoice Cloud, Inc. By: By: 0244\ Kam. 6,I.C61'\ Printed Name: Molly Young Printed Name: Kevin O'Brien Title: Village Mayor Title: President Date: November 15, 2022 Date: 11/1/2022 By: By: Printed Name: Printed Name: Title: Title: Date: Date: IC Confidential-Tequesta Village SOW Biller 7 Appendix A: System Modifications As outlined below, Invoice Cloud has agreed to make the following changes to the setup and functionality of our platform: NONE IC Confidential-Tequesta Village SOW Biller 8 Appendix B: Integration Supported Features Modules& Features BS&A PRODUCTS .. _ Invoice Types #42 - Utilities EBPP Supported Cloud IVR Connect Supported Pay by Text Supported Cloud POS Connect Not Supported Cloud CSR Connect Not Supported KIOSK Not Supported Pay Near Me Supported DATA EXCHANGE Method Frequency '111.1111111 Invoices Invoice Cloud FTP Each billing cycle Payments Lockbox/Payment File Daily AutoPay Flags IC Change Log File Daily Paperless Flags IC Change Log File Daily Account Balances Adjustmen F BP lance File Daily Block Payment Method (Credit/ACH) Manually within Biller Portal As needed IC Translates file Supported Historical Data (2 years shown online) Supported BILL PRES PDF Extraction (Partial/Full) Supported Templates Supported Link to PDFs Supported BATCH CLOSE Standard or Custom Standard faaliallgrIONS Single Sign-on Not Supported Branded Biller Portal Supported Branded Payer Portal Supported IC Confidential-Tequesta Village SOW Biller 9 Appendix C: Biller Deliverables Deliverable Sample Invoice File(BIF) Sample Adjustment/Balance File (BAF) Sample Payment/Lockbox file Sample Images of Bills Auto Pay Conversion data if applicable Paperless conversion data if applicable IC Confidential-Tequesta Village SOW Biller 10 InvoiceCloud Biller Order Form SALES INFORMATION IC Sales Rep Greg Cantor Vertical Local Gov(Util,Tax,Misc) Order Date 11/1/2022 Billing Software BS&A Software BILLER INFORMATION Ownership Type Government Phone 5615756210 Fax Legal Name Village of Tequesta Website URL https://www.tequesta.org/ Address 1 345 Tequesta Dr Bus.Open Date Address 2 Federal Tax ID 59-6044081 City Tequesta *Federal Tax ID and Legal Name must match on all documents State FL ZIP 33469 BILLER CONTACT Primary Contact Name Jeffery Snyder Phone 561-768-0424 Email Address jsnyder@tequesta.org SIGNING AUTHORITY Name Molly Young Title Village Mayor Phone 561-768-0463 Fax Email Address myoung@tequesta.org BILLER BANK ACCOUNT(FOR INVOICE CLOUD AND NETWORK FEES,AND AS PROVIDED IN THE BILLER AGREEMENT) Note:Must include voided business check or bank letter for each unique account Billing Method Monthly Invoice Routing# 067014822 Last 4 Acct# 1266 PAYMENT METHODS ACCEPTED Payment Methods [American Express] [VISA/Mastercard/Discover][PayPal][ACH/EFT] BILLER PRICING(see Invoice Type Parameter Sheet(s)for invoice-type-specific pricing)* Description Interval Cost Type Cost Invoicing-Biller Portal Access Fee Monthly Fixed($) $100.00 Invoice Presentment For Paperless Customers Per Transaction Fixed($) $0.10 Credit Card-Chargeback Fee Non-Submitter Per Transaction Fixed ($) $10.00 EFT-ACH Reject Fee Non-Submitter Per Transaction Fixed($) $10.00 PayPal Brands-Chargeback Fee(PayPal Brands) Per Transaction Fixed($) $10.00 HARDWARE Card Reader Type Swipe Only Quantity 1 Cost per Reader $15.00 Card Reader i Magt)ek Reader(BS&A Onl Billing Interval Monthly Shipping Address (if different than location address) DATA RETENTION Months to Keep 24 *Additional Fees apply if greater than 24 months IMPLEMENTATION CHARGES Description Interval Cost Implementation(per SOW) One-Time $0.00(WAIVED) NOTES/SPECIAL HANDLING [signature page follows] CERTIFICATION AND AGREEMENT A. By signing below,the Biller hereby ratifies its authorization for Invoice Cloud,Inc.("Invoice Cloud")to execute debit/credit entries to the Biller Bank Account(s) indicated above at the depository financial institution(s)named above and to debit/credit the same such account(s).The Biller acknowledges that the origination of ACH transactions to its account(s)must comply with the provisions of U.S.law.This authority is to remain in full force and effect until(i)Invoice Cloud has received written notification(by electronic or U.S.mail)from the Biller of its revocation in such time and manner as to allow Invoice Cloud a reasonable opportunity to act on it,but not less than 10 business days notice;and(ii)all obligations of the Biller to Invoice Cloud that have arisen under this Agreement and all other agreements have been paid in full.The Biller must also notify Invoice Cloud,in writing,(by electronic or U.S.mail)when a change in Biller Bank Account account number(s)or bank has occurred at which time this authorization shall apply to such new/changed Biller Bank Account.This notification must be received no less than 10 business days in advance of any change.A fee will be charged for any returned or rejected ACH debits. B. By signing below,the Biller named: (1)has read,agreed to,ratifies the Biller Agreement,Biller T+Cs(referenced in the Biller Agreement)and other Order Forms previously executed by the Biller, and(2)certifies to Invoice Cloud that he/she is authorized to sign this Order Form;(3)certifies that all information and documents submitted in connection with this Order Form are true and complete;(4)authorizes Invoice Cloud or its agent to verify any of the information given, including credit references,and to obtain credit reports;(5)agrees to pay the Monthly Access Fee through the last day of the month following the effective date of termination as provided in the Billing Agreement;(6)agrees that Biller and each transaction submitted will continue to be bound by the Order Form and the Biller Agreement in its entirety and any new agreement forms executed herewith;(7)agrees that Biller will submit transactions only in accordance with the information in this Biller Order Form and Biller Agreement and will immediately inform Invoice Cloud,by email(contracts@invoicecloud.com)if any information in this Order Form changes,and(8)In the event of non-payment of any sums due,Invoice Cloud reserves the right to withdraw such sums from the Biller Bank Account at any time to ensure payment of the same. C. Pay by Text:Standard data rates and text messaging rates may apply based on the payer's plan with their mobile phone carrier.Payer can opt out of text messaging at any time with Invoice Cloud.Partial payment or overpayment is not supported.Biller may not use the service for activities that violate any law, statute,ordinance or regulation. D. This Biller Order Form will become effective only when signed by Invoice Cloud. In WITNESS WHEREOF,the parties have executed this Agreement as of this day Accepted by Biller: Accepted by Invoice Cloud,Inc.: • X X Corporate Officer/Au orize. •fficial Corporate Officer Molly Young Kevin W. O'Brien Printed Name Printed Name Village Mayor President Title Title Accepted by Biller: Accepted by Biller: X X Corporate Officer/Authorized Official Corporate Officer/Authorized Official Printed Name Printed Name Title Title