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<br />• <br />SMS Response: Read and acknowledged. SMS does not use agents, contractors or non- <br />employees to support our client systems. Our philosophy is that better communication and <br />support can be provided with employees familiar with SMS procedures, staff, service centers, <br />inventory processes, escalation procedures, internal workings of the SMS organization and <br />reporting through the SMS service management organization. Simply put, we have better control <br />in an employer-employee relationship and can therefore consistently meet our response <br />commitments to our clients. <br />2.2 Vendor's Service Strategy <br />Rather than dictate all the terms of the services, the City would like to take advantage of the <br />considerable experience and expertise of the proposing Vendors. The City is looking for the <br />Vendor to offer and describe the methods, processes and service levels that they would <br />propose as appropriate for maintaining the equipment in the City data centers. <br />The City seeks to understand the Vendor's service strategy in the following areas and has <br />included questions of interest. <br />Prospective vendors are encouraged to explain other aspects of their service strategy that they <br />feel differentiate their ability to provide quality and timely maintenance services to the City. <br />2.2.1 Service Request Procedures <br />2.2.1.1 How would the City initiate a request for service? <br />SMS Response: The City would simply call the local or toll-free number to report a service issue. <br />Service call initiation is directly to a local SMS Field Engineer rather than just a remote Tier I call <br />center. The SMS Field Engineer and SMS Corporate Support Group are often able to diagnose the <br />problem on the phone and will bring all of the tested hot-spare parts and components as needed <br />to resolve the issue to the City's satisfaction. <br />2.2.1.2 How would a service request be closed out? <br />SMS Response: When the SMS Field Engineer determines the failed system is repaired, tested and <br />found to again be in full operation the Field Engineer will present our client a written Service <br />Activity Report (SAR) that summarizes the purpose of the on-site call, equipment problem, <br />appropriate steps for resolution, name of the technician, date and time of the call, on-site time. <br />The SAR is then presented to the client for acknowledgement and if agreed that the call can be <br />"closed-out" we request signature approval. <br />2.2.2 Help Desk <br />2.2.2.1 What is the expected wait time during regular business hours and after <br />hours? <br />SMS Response: During normal business hours all services calls are answered directly by our <br />technical support staff and Field Engineers within a few rings. (SMS does not use automated <br />attendants or voicemail.) <br />After normal business hours, service calls to the local service number or toll-free number are <br />answered by our dispatch center which contacts the local Field Engineer-on-duty who will handle <br />your call. SMS has a 5-minute escalation procedure in place in case the local Field Engineer is <br />busy or can not otherwise be reached. In this case, if the call is not responded to within 5 <br />minutes, the dispatch center will first escalate the call to the on-duty back-up, and if necessary to <br />the local Service Manager, Regional Service Manager and Vice President with 5 minute <br />increments. <br />2.2.2.2 Where is the help desk physically located? <br />