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APPENDIX A Proposal Response Form <br />(Continued) <br />Vendor's Service Strategy <br />In an effort to better understand your firm's service strategy, the City has identified some specific <br />interest areas. Please provide a brief description of your firm's approach, procedures or methods to <br />each of the following: <br />In addition, supply a short response to each of the City's questions relating to the interest area. <br />City Interest Areas relating to Data Center <br />Maintenance and Support <br />0 Related questions <br />Response Vendor's Service Strategy <br />Service Request Procedures <br />0 How would the City initiate a request <br />for service? <br />How would a service request be <br />closed out? <br />[ref: section 2.2.1 ] <br />Help Desk <br />Explain the Vendor's help desk <br />service strategy. <br />0 Does the help desk staff do more than <br />take customer requests for service? If <br />so, explain? <br />What is the expected wait time during <br />regular business hours and after <br />hours? <br />Where is the help desk physically <br />located? <br />What is the knowledge level of the <br />help desk staff? <br />Do the help desk staff have technical <br />certifications? If so, explain? <br />Does the help desk staff have access <br />to HP bug logs, problem fix records <br />and technical documents? <br />City of Santa Ana Page 23 of 39 <br />Exhibit A <br />