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Subagent shall reimburse Agent and/or DOL as the third party provider for any and all costs incurred for the repair, replacement, and/or maintenance of the Property due to the failure of Subagent to provide basic care of the Property or when the Property is damaged or otherwise malfunctions through misuse, fault, or neglect of Subagent. 3. TRANSACTION FUNCTIONS 3.1 Establishing User Accounts: Subagent will submit the request for VLR access to DOL's systems by providing Agent with the required information as directed in Policy and Procedure. Subagent will obtain a background check for each Subagent VLR as directed in Policy and Procedure prior to requesting access. If the results of the background check do not conform to the requirements set forth in Policy and Procedure, Subagent will not request access. Agent will forward the Subagent's request for VLR access to DOL. DOL, as a third party provider, will establish and issue user accounts to Subagent VLRs upon receipt of the Agent's request along with the information required per Policy and Procedure. All login and Access information is for individual use only. Each VLR must protect their passcodes and access information from disclosure and may not allow other individuals to use their access. Each VLR is individually responsible for all activity on their individual account. Whenever a Subagent removes a VLR from its office, Subagent will provide notice to the Agent immediately, but no later than two (2) business days of the removal. Agent will forward the information to DOL as set forth in Agent's Agreement with DOL. DOL will delete all logon and access credentials for that individual. 3.2 Performance of Transaction Functions: Subagent and its VLRs shall provide all services for vehicle title and registration applications and issuances as authorized in statute and further directed by Policy and Procedure. 3.3 Quality Service Assurance: Subagent shall ensure that: • All services are performed accurately and properly in accordance with state law, Policy and Procedure, and in accordance with this Agreement; • All customer services are performed in a professional, courteous, and ethical manner that is consistent with Policy and Procedure, as well as any additional requirements based on Agent's policies and procedures. • All transactions are properly executed, documented, and entered into DOL's DRIVES system with an accuracy level of one hundred percent (100%), not to fall below ninety- five percent (95%). o Accuracy level relates to the completeness of the transaction, whereby if any documents, cash handling, or computer entries, were incomplete, missing, altered, or processed incorrectly or where taxes or fees due were waived, reduced, overridden, or altered without proper supporting documentation or approval. If Subagent becomes aware of any invalid or improper customer transaction, Subagent must immediately notify the customer as applicable, and cause the transaction to be corrected as quickly as possible. Subagent shall also perform such corrective non -fee transactions for any customer at its facility, even if the original transaction was conducted at a different facility. County Agent/Subagent Contract: Page 20 of 28 County VLO #VO1904 Version: January 2020 Attachment A — Statement of Work