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u <br /> <br />Does the help desk staff have access <br />to HP bug logs, problem fix records <br />and technical documents? <br />ref: section 2.2.2 Refer to 2.2.2.4 above for a detailed response. <br />Escalation Procedures <br />0 What are the procedures for regular <br />business hours and after-hours <br />escalation? Refer to 2.2.3.1 above for a detailed response. <br />What level of Vendor's management <br />are involved in escalations and how? <br />ref: section 2.2.3 <br />Refer to 2.2.3.2 above for a detailed response. <br />Preventive Maintenance <br />What can be accomplished at pre- <br />determined scheduled PM's? <br />for <br />Is there an off-hours strate Refer to 2.2.4.1 above for a detailed response <br />gy <br />applying patches and updates? <br />ref: section 2.2.4 Refer to 2.2.4.2 above for a detailed response <br />Parts availability <br />How would parts availability be <br />measured? Refer to 2.2.5.1 above for a detailed response <br />0 How available would parts be? Refer to 2.2.5.2 above for a detailed response <br />What if a part is not readily available? <br />ref: section 2.2.5 Refer to 2.2.5.3 above for a detailed response <br />APPENDIX A Proposal Response Form <br />(Continued) <br />City Interest Areas relating to Data Center Response Vendor's Service Strategy <br />Maintenance and Support <br />0 Related questions <br />Staffing <br />Is a primary responder designated? Refer to 2.2.6.1 above for a detailed response <br /> <br />How many staff and with what skills <br />would be assigned to provide Refer to 2.2.6.2 above for a detailed response <br />i <br />t <br />th <br />Cit <br />? <br />serv <br />ces <br />o <br />e <br />y <br /> <br />How would the competence of the <br />Vendor's staff be established? Refer to 2.2.6.3 above for a detailed response <br /> <br />What skills will be provided Refer to 2.2.6.4 above for a detailed response <br />What would be the availability of on- <br />site engineers and help desk Refer to 2.2.6.5 above for a detailed response <br />engineers? <br />0 How would the service staff be <br />trained and certified on existing Refer to 2.2.6.6 above for a detailed response <br />equipment and any new equipment <br />0 How long will take for the service staff <br />to reach full competence on new Refer to 2.2.6.7 above for a detailed response <br />equipment? <br />0 What type of oversight and quality <br />control is provided to field staff and Refer to 2.2.6.8 above for a detailed response <br />help desk staff? <br />ref: section 2.2.6 <br />Service Level Agreement <br />Is there a system of severity levels Refer to 2.2.7.1 above for a detailed response <br />used to tria a su ort r nests? <br />