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1. GENERAL BACKGROUND AND OBJECTIVE <br />1.1 DEFINITIONS <br />The following words as used in this Request for Proposal (RFP) shall be understood to <br />refer respectively to: <br />Word in RFP <br />Definition <br />"Agreement" <br />The legal contract entered into between the City and selected Vendor <br />to provide the products, to perform the services, and to provide the <br />maintenance support under terms and conditions in this RFP, the <br />selected Vendor's proposal and the mutually signed legal contract. <br />"City" <br />The City of Santa Ana, California <br />"Close-out" <br />Close-out is the event in which the City Data Center Staff accepts and <br />approves the Vendor's response to the City's request for service and <br />marks the end of service needs for the specific incident. <br />"Condition of <br />The acceptable condition of a system for which service has been <br />System at Close <br />requested after a predefined elapsed time period and after the <br />Out" <br />Vendor's service/repairs are deemed by the City successfully <br />completed. <br />"Contractor" <br />Means the same and is used interchangeably with the term "Vendor." <br />"Data Center Staff' <br />The City of Santa Ana data center support team who may initiate and <br />close-out a request for service under the terms of this Agreement. <br />"Department" <br />The several City departments and agencies therein. <br />"Firm" <br />Means the same and is used interchangeable with the term "Vendor". <br />"Maximum <br />The elapsed time from the moment City contacts the Vendor by either <br />Response" <br />phone or email requesting support to the instance when the Vendor's <br />support staff reports on-site at the City data center. <br />"OEM" <br />Original Equipment Manufacturer. <br />"Proposer" <br />The person, firm or corporation who is responding to this request for <br />proposal. <br />"Return -to -Service <br />The elapsed time from opening of service request to time City closes <br />Time" <br />request. <br />"RFP" <br />Request for Proposal which refers to this document. <br />"SLA" <br />Service Level Agreement is the set of quantified values and <br />descriptors which measure the quality and speed of the Vendor's <br />response to services identified under this Agreement <br />"Vendor" <br />The agreement is made by said City with the agent or legal <br />representative who may be appointed to represent such person, firm <br />or corporation in the signing and performance of said agreement. <br />City of Santa Ana Page 4 of 39 <br />Exhibit A <br />