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• <br />[ref: section 2.1.6.1] res onse. <br />The City reserves the right to not accept or to •Yes ^ No Refer to 2.1.6.2 <br />have a service staffer removed for any reason. above for detailed <br />[ref: section 2.1.6.2] res onse. <br />Parts <br /> <br />All parts must be new and built to original •Yes ^ No Refer to 2.1.7.1 <br />equipment specifications. Any exceptions require above for detailed <br />prior written approval from the City. response. <br />ref: section 2.1.7.1 <br />Remanufactured or recertified parts will not be •Yes ^ No Refer to 2.1.7.2 <br />accepted unless new parts are unavailable from above for detailed <br />the manufacture and then only with the City's response. <br />prior written approval. <br />ref: section 2.1.7.2 <br />Invoicin <br />The Vendor must provide the City with a monthly •Yes ^ No Refer to 2.1.8.1 <br />invoice detailing specific services provided by the above for detailed <br />Vendor and for which the Vendor seeks payment response. <br />under the terms of the agreement. <br />ref: section 2.1.8.1 <br />The format and details of the invoice will be •Yes ^ No Refer to 2.1.8.2 <br />agreed upon before any billable services can above for detailed <br />begin. response. <br />ref: section 2.1.8.2 <br />Sub-contractin <br />The Vendor may not subcontract any part of the •Yes ^ No Refer to 2.1.9.1 <br />services under this agreement or use non- above for detailed <br />employees to perform those services without the response. <br />prior expressed written approval of the City. <br />ref: section 2.1.9.1 <br />APPENDIX A Proposal Response Form <br />(Continued) <br />5. Vendor's Service Strategy <br />In an effort to better understand your firm's service strategy, the City has identified some specific interest <br />areas. Please provide a brief description of your firm's approach, procedures or methods to each of the <br />following: <br />In addition, supply a short response to each of the City's questions relating to the interest area. <br />City Interest Areas relating to Data Center <br />Maintenance and Support <br />Related questions Response Vendor's Service Strategy <br />Service Request Procedures <br />How would the City initiate a request <br />for service? Refer to 2.2.1.1 above for detailed response. <br />0 How would a service request be <br />closed out? <br />ref: section 2.2.1 Refer to 2.2.1.2 above for a detailed response. <br />Help Desk <br />What is the expected wait time during <br />regular business hours and after Refer to 2.2.2.1 above for a detailed response. <br />hours? <br />Where is the help desk physically <br />located? Refer to 2.2.2.2 above for a detailed response. <br />What is the knowledge level of the <br />help desk staff and are they certified? Refer to 2.2.2.3 above for a detailed response. <br />