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APPENDIX A Proposal Response Form <br />(Continued) <br />City Interest Areas relating to Data Center <br />Maintenance and Support <br />® Related questions Response Vendor's Service Strategy <br />Help Desk (continued) <br />Does the help desk staff have the <br />experience to engage in interactive <br />troubleshooting of complex events <br />with the City's technical staff? If so, is <br />' <br />s <br />this a regular part of the Vendor <br />i <br />? <br />l <br />k <br />h <br />d <br />ce <br />p <br />es <br />serv <br />e <br />are <br />oser com <br />ld the Pro <br />H <br />p <br />p <br />ow wou <br />their help desk service to that of HP's <br />Contract Support? <br />e level of the <br />the knowled <br />Wh <br />t i <br />g <br />a <br />s <br />help desk staff? <br />[ref: section 2.2.21 <br /> <br />Escalation Procedures <br />0 What are the procedures for regular <br />business hours and after-hours <br />escalation? <br />ement <br />vel of Vendor's mana <br />0 Wh <br />t l <br />g <br />a <br />e <br />are involved in escalations and how? <br />[ref: section 2.2.3] <br /> <br />Parts availability <br />How would parts availability be <br />measured? <br />arts be? <br />How available would <br />p <br /> <br />available? <br />art is not readil <br />What if a <br />y <br />p <br />[ref: section 2.2.4] <br /> <br /> <br />Staffing <br />0 Is a primary responder designated? <br /> <br />staff and with what skills <br />0 How man <br />y <br />would be assigned to provide services <br />to the City? <br /> <br />City of Santa Ana <br />Page 24 of 39 <br />25C-36 ExhibitA