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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 />Staffing (continued) <br />How would the competence of the <br />Vendor's staff be established? <br />rovided <br />ill be <br />Wh <br />kill <br />t <br />p <br />s w <br />a <br />s <br /> <br />of on- <br />ld be the availabilit <br />t wo <br />0 Wh <br />y <br />a <br />u <br />site engineers and help desk <br />engineers? <br />ld the service staff be trained <br />H <br />ow wou <br />and certified on existing equipment <br />and any new equipment <br />will take for the service staff <br />0 How lon <br />g <br />to reach full competence on new <br />equipment? <br />ht and quality <br />e of oversi <br />0 What t <br />g <br />yp <br />control is provided to field staff and <br />help desk staff? <br />[ref: section 2.2.5] <br />Service Level Agreement <br />Is there a system of severity levels <br />used to triage support requests? <br />Reflecting their commitment to SLA <br />, <br />does the Vendor pay refunds for <br />missing service levels? <br />[ref: section 2.2.61 <br />City of Santa Ana <br />Page 25 of 39 <br />25C-37 ExhibitA