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A) The normal business hours of service are from 7:30 am to 4:00 pm, Monday through Friday. The Contractor may elect, without obligation, to provide extended service at its sole discretion. B) The Contractor maintains a policy on closings in case of weather related conditions and emergencies. This policy is attached as Exhibit B to this Contract. The Contractor will perform trips as scheduled and confirmed with passengers and Recipient. C) For all Holidays mandated by the Contractor and/or Recipient shall be observed and service shall not be provided. SECTION 4: TRIP RESERVATIONS AND SCHEDULING A) All riders shall be registered with the Recipient and the Contractor prior to being provided transit service. Recipient's staff will adequately assess anyone who has not used the service. If the riders have not provided the appropriate registration information to the Contractor the Recipient shall do so in a timely manner B) The Contractor will accept trip requests up to 12:00 noon two days before travel, but typically asks riders to schedule at least 72 hours in advance C) The scheduling window that exists on either side of a reservation is 10 minutes prior to and after a suggested time. D) Electronic manifests will include the passenger's name, the location of each passenger's pick- up and drop-off point, whether the passenger travels with a wheelchair, travels with a companion or personal care attendant, and any special circumstances or requirements pertaining to the passenger. This manifest will be available for Recipient's inspection at any time upon reasonable advance notice. E) Some trips may be added to the manifest during the same service day, if schedules permit, as determined by the Contractor in its sole discretion. Added trips will be transmitted either by phone or by other means determined by the Contractor's dispatcher. Trips cancelled prior to service will be handled in the same manner as add-ons. A log shall be maintained to add- ons, cancellations, and no-shows each day. F) Allocations of trips will be based on Contractor's equipment, capacity and geographic location for most effective scheduling. WILL -CALL RETURNS / ADD-ON TRIPS Some trips cannot be accurately pre -scheduled. A portion of these will -call returns / add-on trips will be transmitted by phone or other means to the Contractor's driver to insert in their previously transmitted manifests, or taxi service may be used at the discretion of the Contractor's dispatcher. MONITORING AND SUPERVISION The Contractor shall be responsible for monitoring and supervising service. The Contractor shall be responsible for dispatching or arranging for back-up vehicles, road service calls, towing and other driver supervisory services as needed. Documentation of these occurrences shall be maintained on a dispatcher's log. Transportation Services Contract Senior Transportation Connection and the City of North Olmsted