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2.3 <br />2.2.4 Parts availability <br />2.2.4.1 How would parts availability be measured? <br />2.2.4.2 How available would parts be? <br />2.2.4.3 What if a part is not readily available? <br />2.2.5 Staffing <br />2.2.5.1 <br />Is a primary responder designated? <br />2.2.5.2 <br />How many staff and with what skills would be assigned to provide services <br />to the City? <br />2.2.5.3 <br />How would the competence of the Vendor's staff be established? <br />2.2.5.4 <br />What skills will be provided? <br />2.2.5.5 <br />What would be the availability of on-site engineers and help desk <br />engineers? <br />2.2.5.6 <br />How would the service staff be trained and certified on existing equipment <br />and any new equipment? <br />2.2.5.7 <br />How long will it take for the service staff to reach full competence on new <br />equipment? <br />2.2.5.8 <br />What type of oversight and quality control is provided to field staff and help <br />desk staff? <br />2.2.6 Service Level Agreement <br />2.2.6.1 Is there a system of severity levels used to triage support requests? <br />2.2.6.2 Commitment to SLA reflected by Vendor's willingness to pay refunds for <br />missing service levels. <br />Pricing <br />2.3.1 Multi -Year Discount. The City seeks pricing for an initial agreement term of three <br />[3] years. Proposers must provide pricing which is fixed by specific model of <br />equipment for this initial term. <br />2.3.2 Customer Loyalty Discount. The City seeks pricing for each of two optional <br />additional one-year terms. <br />2.3.3 The Proposer is asked to explain the method they will follow to set the price for <br />additional future models of equipment that the City elects to add for covered <br />service but not identified in their original proposal. <br />2.3.4 Proposals from the Vendor must fully disclose any and all charges that the City <br />would be subject to from the Vendor under an agreement resulting from this <br />proposal. <br />City of Santa Ana Page 9 of 39 <br />=11, 10 WO <br />