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• <br />0 Commitment to SlA reflected by <br />Vendor's willingness to pay refunds Refer to 2.2.7.2 above for a detailed response <br />for missing service levels. <br />[ref: section 2.2.7j <br />Proposers are encouraged to explain other aspects of their service strategy that they feel differentiate their <br />ability to provide quality and timely maintenance services to the City. <br />SMS DIFFERENTIATORS: <br />1) SMS originated the concept of "HOT SPARES," and maintains amulti-million dollar parts <br />inventory of "HOT SPARES" at each of our field service locations. We constantly modify each <br />service location's equipment inventories to meet the changing needs of the clients they support. <br />"HOT SPARES" are taken from fully operational systems in our local field service center to <br />provide clients with prompt system recoveries and minimize the possibility of bringing a "dead" <br />spare part too a site needing repair. <br />Each field service center also has live-running computer systems similar to SMS' client's systems <br />for other reasons as well: <br />• They are available to SMS Field Engineers to fulfill their obligations under the SMS <br />Escalation Policy <br />• It enables SMS to test repaired modules to ensure true functionality <br />• If a client has a unique system "glitch", SMS is capable of duplicating the clients <br />environment in our local service office to assist in fault resolution <br />• It provides our experienced technical people with exposure to client's systems during their <br />continual training in their local service center. <br />2) Continuous Effort. Once a service call is received the SMS Field Engineer will in all cases arrive <br />on-site and remain on-site until the problems is resolved. This means that, for example, if a client <br />has Sam to 5pm service and 4-hr response and places a call at 4:55pm, the SMS Field Engineer <br />will arrive on-site with replacement parts before 8:55pm that evening and will remain on-site until <br />the problem is resolved, at no added cost to the client. <br />3) Guaranteed System Replacement. If SMS can not fix the malfunction in eight (8) hours, SMS will <br />replace the entire system. <br />4) Free Operating System Telephone Support. <br />5) Small Business Status. SMS is certified by the US Government General Services Administration <br />as meeting the classification requirements as a "Small Business." SMS' GSA contract number is <br />GS-35F-5082H. <br />6) Low Cost Structure. SMS maintains a low cost structure which allows us to in turn offer our <br />clients a tremendous value alternative to standard OEM post-warranty maintenance solutions. <br />[ref: section 2.2] <br />APPENDIX A Proposal Response Form <br />(Continued) <br />6. Pricing <br />6.1 Identify your firm's ability to support each service/maintenance option listed below, any <br />exceptions, any alternatives, proposed pricing and any and all other associated charges. <br />[ref: section 2.3.1] <br />