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APPENDIX A Proposal Response Form <br />(Continued) <br />City Interest Areas relating to Data Center <br />Maintenance and Support <br />® Related questions <br />Response Vendor's Service Strategy <br />Help Desk (continued) <br />Does the help desk staff have the <br />experience to engage in interactive <br />troubleshooting of complex events <br />with the City's technical staff? If so, is <br />this a regular part of the Vendor's <br />help desk service? <br />0 How would the Proposer compare <br />their help desk service to that of HP's <br />Contract Support? <br />0 What is the knowledge level of the <br />help desk staff? <br />[ref: section 2.2.21 <br />Escalation Procedures <br />What are the procedures for regular <br />business hours and after-hours <br />escalation? <br />What level of Vendor's management <br />are involved in escalations and how? <br />[ref: section 2.2.3] <br />Parts availability <br />How would parts availability be <br />measured? <br />How available would parts be? <br />What if a part is not readily available? <br />[ref: section 2.2.41 <br />Staffing <br />Is a primary responder designated? <br />How many staff and with what skills <br />would be assigned to provide services <br />to the City? <br />City of Santa Ana Page 24 of 39 <br />Exhibit A <br />