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<br />SMS Response: SMS maintains local helpdesk and field support in each of its 23 service <br />branches. Support for the City of Santa Ana resides at 12604 Hidden Creek Way in Cerritos, CA. <br />According to "MapQuest" SMS is within 17 miles, door-to-door. Additionally, SMS engineers in <br />our Corporate Support Group provide support to our Field Engineers and local Service Managers. <br />The Corporate Support Group (CSG) resides just outside Boston, MA. <br />2.2.2.3 What is the knowledge level of the help desk staff and are they certified? <br />SMS Response: CSG is a high-level technical support team that combines hardware, software, <br />operating system and networking knowledge and skills to resolve complex client problems. CSG <br />provides telephone support to SMS engineers while at the client site and answers client inquiries <br />related to issues beyond a standard hardware problem. Most of the CSG and Field Engineers have <br />earned their college degrees in Computer Sciences or Electrical Engineering and have an average <br />of 5 years or more of Field Engineer experience. <br />2.2.2.4 Does the help desk staff have access to HP bug logs, problem fix records <br />and technical documents? <br />SMS Response: Yes. The SMS Corporate Support Group has access through the web to a wide <br />range of information and updates in support of the HP and other OEM hardware systems we <br />support. SMS keeps a local history record of all maintenance performed for each of our clients' <br />systems. <br />2.2.3 Escalation Procedures <br />2.2.3.1 What are the procedures for regular business hours and after-hours <br />escalation? <br />SMS Response: Following is a brief description of our standard escalation procedures that would <br />be modified slightly to meet the time requirements for the City of Santa Ana. Our escalation <br />procedures do not vary for regular and after-hours service calls. <br />SMS support procedures include a detailed call escalation procedure method which all our Field <br />Engineers and technical support staff are required to follow. <br />Briefly, the on-site Field Engineer is responsible for timely communication with his local Service <br />Manager and is to inform the Service Manager of the progress of each service call. After one (1) <br />hour of on-site troubleshooting without resolution, the Field Engineer is required to call his <br />Service Manager to request assistance. If necessary, the local Service Manager will dispatch a <br />Senior Engineer. <br />At the end of two (2) hours the on-site technician(s) and local Service Manager are required to <br />request support from the SMS Corporate Technical Support group. <br />If after four (4) hours without resolution the SMS Field Engineer, Senior Engineer, Service Manager <br />and Corporate Technical Support, request the support of the Manager of Engineering (company <br />Vice President) and alert the Sale Manager and Sales Representative. At that point Corporate <br />Technical Support takes over the technical direction of the call. The Manager of Engineering is <br />given access to the entire corporate resources to resolve the problem. It is the responsibility of <br />the Manager of Engineering to keep the company President informed. <br />After eight (8) hours the particular problems is not resolved, the entire malfunctioning system/unit <br />will be replaced with a totally tested unit from SMS' local Spare Parts Depot Center. <br />2.2.3.2 What level of Vendor's management are involved in escalations and how? <br />