Common use of Service Level Adjustments Clause in Contracts

Service Level Adjustments. Within five (5) Business Days of completing the site 2026 assessment or receiving a request from a Customer, Contractor shall adjust the 2027 Customer’s service level by providing any Solid Waste, Recyclable Materials, 2028 and/or Organic Materials Containers needed for change in service, removing 2029 unneeded Containers, and informing Agency to revise the Customer’s service 2030 level in the Billing system to reflect the monthly Rate for the new service level. 2031 At the time new Containers are delivered or existing Containers are removed, 2032 the Contractor shall confirm that all Containers are properly labeled and shall 2033 provide public education signage for the Container areas and extra signs for 2034 public and common areas such as mail and laundry rooms, etc. 2035 3. Distribution of Public Education Materials. Contractor shall provide Owner or 2036 property manager with education materials developed by Agency, SBWMA or 2037 Contractor, which describe the requirements of the Recyclable Materials and/or 2038 Organic Materials Collection program (as applicable), including flyers, door 2039 hangers and Recycling Tote-Bags for distribution to tenants, signage for 2040 common areas such as mail rooms and laundry rooms, Kitchen Pails, and move- 2041 in kits for new tenants. 2042 B. Notification to Multi-Family Dwelling Customers. Upon request from a new or 2043 current Customer for new or changes in service, Contractor shall notify the Customer 2044 by mail or email of the Targeted Recyclable Materials and Organic Materials 2045 Collection services offered by Contractor. Such notification shall be made available 2046 in English and Spanish.

Service Level Adjustments. Within five (5) Business Days of completing the site 2026 2049 assessment or receiving a request from a Customer, Contractor shall adjust the 2027 2050 Customer’s service level by providing any Solid Waste, Recyclable Materials, 2028 2051 and/or Organic Materials Containers needed for change in service, removing 2029 2052 unneeded Containers, and informing Agency to revise revising the Customer’s service 2030 level in the Billing 2053 system to reflect the monthly Rate for the new service level. 2031 At the time new 2054 Containers are delivered or existing Containers are removed, 2032 the Contractor 2055 shall confirm that all Containers are properly labeled and shall 2033 provide public 2056 education signage for the Container areas and extra signs for 2034 public and 2057 common areas such as mail and laundry rooms, etc. 2035 2058 3. Distribution of Public Education Materials. Contractor shall provide Owner or 2036 2059 property manager with education materials developed by Agency, SBWMA or 2037 2060 Contractor, which describe the requirements of the Recyclable Materials and/or 2038 2061 Organic Materials Collection program (as applicable), including flyers, door 2039 2062 hangers and Recycling Tote-Bags for distribution to tenants, signage for 2040 2063 common areas such as mail rooms and laundry rooms, Kitchen Pails, and move- 2041 2064 in kits for new tenants. 2042 2065 B. Notification to Multi-Family Dwelling Customers. Upon request from a new or 2043 2066 current Customer for new or changes in service, Contractor shall notify the Customer 2044 2067 by mail or email of the Targeted Recyclable Materials and Organic Materials 2045 2068 Collection services offered by Contractor. Such notification shall be made available 2046 2069 in English and Spanish.

Service Level Adjustments. Within five (5) Business Days of completing the site 2026 2053 assessment or receiving a request from a Customer, Contractor shall adjust the 2027 2054 Customer’s service level by providing any Solid Waste, Recyclable Materials, 2028 2055 and/or Organic Materials Containers needed for change in service, removing 2029 2056 unneeded Containers, and informing Agency to revise revising the Customer’s service 2030 level in the Billing 2057 system to reflect the monthly Rate for the new service level. 2031 At the time new 2058 Containers are delivered or existing Containers are removed, 2032 the Contractor 2059 shall confirm that all Containers are properly labeled and shall 2033 provide public 2060 education signage for the Container areas and extra signs for 2034 public and 2061 common areas such as mail and laundry rooms, etc. 2035 2062 3. Distribution of Public Education Materials. Contractor shall provide Owner or 2036 2063 property manager with education materials developed by Agency, SBWMA or 2037 2064 Contractor, which describe the requirements of the Recyclable Materials and/or 2038 2065 Organic Materials Collection program (as applicable), including flyers, door 2039 2066 hangers and Recycling Tote-Bags for distribution to tenants, signage for 2040 2067 common areas such as mail rooms and laundry rooms, Kitchen Pails, and move- 2041 2068 in kits for new tenants. 2042 2069 B. Notification to Multi-Family Dwelling Customers. Upon request from a new or 2043 2070 current Customer for new or changes in service, Contractor shall notify the Customer 2044 2071 by mail or email of the Targeted Recyclable Materials and Organic Materials 2045 2072 Collection services offered by Contractor. Such notification shall be made available 2046 2073 in English and Spanish. 2074 C. Signs and Placards. Contractor shall be responsible for preparing, distributing, and 2075 posting signs and placards at Multi-Family Dwelling Premises that promote Targeted 2076 Recyclable Materials and Organic Materials Collection services, describe the 2077 program requirements, and identify allowable and prohibited types of materials for 2078 Collection. At a minimum, these signs shall be durable, weather resistant and posted 2079 in the Container areas. Upon request of the Customer, Contractor shall provide 2080 signage and Container labeling in a second language such as, but not limited to, 2081 Spanish. Within ten (10) Business Days of a Customer’s request, Contractor shall 2082 provide extra signage for use in areas such as laundry and mail rooms at Multi-Family 2083 Residential Complexes. The design of all signs and placards shall be approved by 2084 Agency or SBWMA prior to distribution by Contractor. Franchise Agreement for Collection Services with Recology San Mateo County Page 51 of 120 2085 7.06 WASTE GENERATION/CHARACTERIZATION STUDIES‌ 2086 Contractor acknowledges that Agency may perform Solid Waste, Recyclable Materials, 2087 and/or Organic Materials generation and characterization studies periodically to determine 2088 the composition and Contamination Levels of Collected materials. Contractor agrees to 2089 participate and cooperate with SBWMA and Agency and its agents and to accomplish 2090 studies and data collection and prepare reports, as needed, to determine weights and 2091 volumes of Solid Waste, Targeted Recyclable Materials, Plant Materials, and Organic 2092 Materials and characterize materials generated, Disposed, transformed, diverted, or 2093 otherwise handled/processed to satisfy requirements of the Act and other State 2094 legislation/regulations (such as, but not limited to, AB 341, AB 1594, AB 1826, SB 1061, 2095 and SB 1383). Contractor shall also facilitate visual audits of Multi-Family Dwelling, 2096 Commercial, and Agency Cart and Bin service accounts. The visual audits will entail 2097 tipping the contents of Customers’ Containers on the tipping floor at the Designated 2098 Transfer and Processing Facility and visually observing and documenting the contents 2099 (without pursuing a detailed weight-based characterization study). The materials will then 2100 be processed at the Designated Transfer and Processing Facility. Contractor shall be 2101 required to facilitate said visual audits at the request of Agency; however, the annual total 2102 quantity of requests for visual audits for each Service Sector shall be limited to ten percent 2103 (10%) of the total number of accounts for each Service Sector. 2104 The SBWMA will use the Contamination Measurement Procedures set forth in Attachment 2105 E, to determine the Contamination Levels of single loads of materials delivered to the 2106 Designated Transfer and Processing Facility. 2107 7.07 PROGRAM EVALUATION‌ 2108 The Agency may require the Contractor to periodically conduct audits of the Residential 2109 and Commercial Solid Waste, Targeted Recyclable Materials, and Organic Materials 2110 Collection programs to assess one (1) or more of the following performance indicators: 2111 average volume of Targeted Recyclable Materials per set-out per Customer, average 2112 volume of Organic Materials per set-out per Customer, participation level (i.e., number of 2113 Customers setting out Containers per week), Contamination Levels, etc. Contractor shall 2114 perform up to five (5) Days of route auditing, at no additional cost to Customers and shall 2115 not ▇▇▇▇ Agency for such services, once per calendar year. Prior to the program evaluation 2116 audit, Agency and Contractor shall meet and discuss the purpose of the audit and agree 2117 on the method, scope, and data to be provided by the Contractor. If Agency requires more 2118 than five (5) Days of auditing for the purposes of program evaluation, the activity shall be 2119 considered an Agency-directed change in scope and handled in accordance with 2120 provisions in Section 15.12. 2121 If the Contractor does not Collect Multi-Family Dwelling Solid Waste, Targeted Recyclable 2122 Materials, and Organic Materials using dedicated Collection vehicles, thereby precluding 2123 regular and accurate reporting of the Tonnage of Solid Waste, Targeted Recyclable 2124 Materials, and Organic Materials Collected from Multi-Family Residential Complexes, the 2125 Agency may require the Contractor to conduct a semi-annual or annual Tonnage 2126 assessment that involves separately Collecting, weighing, and reporting Multi-Family 2127 Dwelling Solid Waste, Targeted Recyclable Materials, and Organic Materials to quantify 2128 Tonnage Collected during a given week. This assessment shall be performed by 2129 Contractor at no additional cost to Customers and shall not ▇▇▇▇ Agency for such services. Franchise Agreement for Collection Services with Recology San Mateo County Page 52 of 120 2130 If the Agency wants to collect program data, perform field work, conduct route audits to 2131 investigate Customer participation levels and set-out volumes, and/or evaluate and 2132 monitor program results related to Solid Waste, Targeted Recyclable Materials, Organic 2133 Materials, Bulky Items, and abandoned waste Collected in the Agency by the Contractor, 2134 the Contractor shall cooperate with the Agency and its agent(s), which may include the 2135 SBWMA and its consultants.