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APPENDIX A Proposal Response Form <br />(Continued) <br />9. Vendor's Service Strategy <br />In an effort to better understand your firm's service strategy, the City has identified some specific <br />interest areas. Please provide a brief description of your firm's approach, procedures or methods to <br />each of the 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 />0 Related questions Response Vendor's Service Strategy <br />Service Request Procedures <br />How would the City initiate a request <br />for service? <br />uest be <br />How would a service re <br />q <br />closed out? <br />[ref: section 2.2.1] <br /> <br />Help Desk <br />0 Explain the Vendor's help desk <br />service strategy. <br />desk staff do more than <br />Does the hel <br />p <br />take customer requests for service? If <br />so, explain? <br />ected wait time during <br />0 What is the ex <br />p <br />regular business hours and after <br />hours? <br />Where is the help desk physically <br />located? <br /> <br />0 What is the knowledge level of the <br />help desk staff? <br /> <br />Do the help desk staff have technical <br />explain? <br />certifications? If so <br />, <br />Does the help desk staff have access <br />to HP bug logs <br />problem fix records <br />, <br />and technical documents? <br /> <br />City of Santa Ana <br />Page 23 of 39 <br />25C-35 ExhibitA