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i • <br />all the systems covered on your maintenance agreement. <br />2.2.5.3 What if a part is not readily available? <br />SMS Response: The SMS MIS inventory database provides each of the 23 local service centers <br />updated information on inventory logistics. This allows SMS to expedite emergency replacement <br />parts and components that may be necessary for any unexpected parts shortfall. Alternatively, in <br />an emergency situation SMS has agreements with strategically located distributors. All systems, <br />parts and components are tested in the SMS lab to ensure full and complete functionality before <br />taking on-site. <br />2.2.6 Staffing <br />2.2.6.1 Is a primary responder designated? <br />SMS Response: Generally a primary responder Field Engineer is designated when it is critical to <br />the client. For the platforms operated by the City, SMS is pleased to designate a primary <br />responder and aback-up who will be available in the event that he primary Field Engineer is not. <br />Both of these engineers will study the City's systems in depth so they will be prepared to <br />diagnose, analyze and test all suspect systems, parts and components when a problem arises. <br />SMS Field Engineers are trained on all OEM systems we support. The Field Engineers assigned to <br />the City will have a minimum of five years maintenance training experience, and will be backed up <br />by Senior Area Engineers with a minimum of ten years experience. The local Service Manager will <br />work with the City to assign support resources who will best meet all the technical and legal <br />requirements as outlined herein. <br />2.2.6.2 How many staff and with what skills would be assigned to provide services <br />to the City? <br />SMS Response:. Barring any special staff requests by the City of Santa Ana, the SMS Service <br />Manager would provide the best qualified Field Engineer available at the time of the call. SMS <br />supports a number of local southern California city and police clients with each of our staff <br />meeting their vendor support requirements, including but not limited to criminal history, wants <br />and warrant checks, etc. <br />2.2.6.3 How would the competence of the Vendor's staff be established? <br />SMS Response: SMS is cautious in its hiring process. As stated earlier, SMS Field Engineers <br />typically are college graduates who have earned a Bachelor of Science degree in Computer <br />Sciences or Electrical Engineering. Further, generally SMS Field Engineers have a minimum of 5 <br />or more years of experience. <br />2.2.6.4 What skills will be provided? <br />SMS Response: SMS has been maintaining and repairing server hardware for over 25 years. Our <br />corporate and local staff of technical support personnel are all trained to diagnose, repair and test <br />HP/DEC/Compaq, Sun, IBM and Dell hardware and their various operating systems. Beyond <br />technical skills, SMS encourages professional interpersonal relationship skills by our staff. SMS <br />believes these to be key ingredients in providing outstanding customer support and building a <br />long lasting business relationship. <br />2.2.6.5 What would be the availability of on-site engineers and help desk <br />engineers? <br />SMS Response: SMS has built a reputation in the industry for its outstanding on-site response <br />and repair capability. SMS is not an equipment reseller or VAR. Our sole business is emergency <br />response and repair and as a result we focus on on-site response with tested working repair parts <br />and components to resolve the systems failure. <br />