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Table B. Service Levels for City Data Center Equipment <br />Maximum <br />Maximum <br />Return- <br />Condition of <br />Condition of System at Close Out <br />Phone <br />Onsite <br />To- <br />System at <br />Response <br />Response <br />Service <br />Intermediate Period <br />What is the knowledge level of the help desk staff? <br />Time <br />Time <br />Time <br />of Time <br />15 <br />3 <br />6 <br />not applicable <br />System restored to full functionality. <br />minutes <br />hours <br />hours <br />How would the Proposer compare their help desk service to that of HP's <br />No work-arounds or temporary parts <br />Contract Support? <br />allowed without prior City <br />authorization. <br />2.2 Vendor's Service Strategy <br />Rather than dictate all the terms of the services, the City would like to take advantage of <br />the considerable experience and expertise of the proposing Vendors. The City is looking <br />for the Vendor to offer and describe the methods, processes and service levels that they <br />would propose as appropriate for maintaining the equipment in the City data centers. <br />The City seeks to understand the Vendor's service strategy in the following areas and has <br />included questions of interest. <br />Prospective vendors are encouraged to explain other aspects of their service strategy that <br />they feel differentiate their ability to provide quality and timely maintenance services to the <br />City. <br />2.2.1 Service Request Procedures <br />2.2.1.1 How would the City initiate a request for service? <br />2.2.1.2 How would a service request be closed out? <br />2.2.2 Help Desk [note: special interest item for proposal evaluation] <br />2.2.2.1 <br />Explain the Vendor's help desk service strategy. <br />2.2.2.2 <br />Does the help desk staff do more than take customer requests for service? <br />If so, explain. <br />2.2.2.3 <br />What is the expected wait time during regular business hours and after <br />hours? <br />2.2.2.4 <br />Where is the help desk physically located? <br />2.2.2.5 <br />What is the knowledge level of the help desk staff? <br />2.2.2.6 <br />Do the help desk staff have technical certifications? If so, explain. <br />2.2.2.7 <br />Does the help desk staff have access to HP bug logs, problem fix records <br />and technical documents? <br />2.2.2.8 <br />Does the help desk staff have the experience to engage in interactive <br />troubleshooting of complex events with the City's technical staff? If so, is <br />this a regular part of the Vendor's help desk service? <br />2.2.2.9 <br />How would the Proposer compare their help desk service to that of HP's <br />Contract Support? <br />2.2.3 Escalation Procedures <br />2.2.3.1 What are the procedures for regular business hours and after-hours <br />escalation? <br />2.2.3.2 What level of Vendor's management are involved in escalations and how? <br />City of Santa Ana Page 8 of 39 <br />Exhibit A <br />