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2.1.4.2 Service requests can be submitted to the vendor via toll-free phone <br />number and via web. <br />2.1.4.3 The City shall assign the level of severity to each service request. <br />2.1.4.4 The City shall determine when a service call has reached Close -Out. Only <br />at this time can the ticket be deemed completed. <br />2.1.5 Staffing <br />2.1.5.1 Vendor's staff to work on the City site must be able to pass a Santa Ana <br />Police Department (SAPD) background check. <br />2.1.5.2 The City reserves the right to not accept or to have a service staffer <br />removed for any reason. <br />2.1.6 Parts <br />2.1.6.1 All parts must be new and built to original equipment specifications. Any <br />exceptions require prior written approval from the City. <br />2.1.6.2 If it is the Proposer's intention to use remanufactured or recertified parts as <br />part of their maintenance and service for City equipment, the Proposer <br />must identify that parts replacement approach in their proposal. <br />2.1.6.3 Upon request, the City will make available to the Vendor on-site storage <br />space for some Vendor spare parts storage. If a Proposer is interested in <br />this option, they need to provide an explanation of how inventory control <br />would be handled for on-site stored spare parts. <br />2.1.7 Invoicing [note: special interest item for proposal evaluation] <br />2.1.7.1 The Vendor must provide the City with a monthly invoice detailing specific <br />services by specific equipment provided by the Vendor and for which the <br />Vendor seeks payment under the terms of the agreement. <br />2.1.7.2 The format and details of the invoice will be agreed upon before any <br />billable services can begin. <br />2.1.8 Sub -contracting <br />2.1.8.1 The Vendor may not subcontract any part of the services under this <br />agreement or use non -employees to perform those services without the <br />prior expressed written approval of the City. <br />2.1.9 Service Level <br />2.1.9.1 Proposers are asked to respond on their ability to meet the identified <br />service level and to provide separate pricing for each model of Data <br />Center equipment for which the City seeks maintenance and support (see <br />Table B). <br />City of Santa Ana Page 7 of 39 <br />Exhibit A <br />