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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 />Staffing (continued) <br />0 How would the competence of the <br />Vendor's staff be established? <br />What skills will be provided <br />What would be the availability of on- <br />site engineers and help desk <br />engineers? <br />How would the service staff be trained <br />and certified on existing equipment <br />and any new equipment <br />How long will take for the service staff <br />to reach full competence on new <br />equipment? <br />What type of oversight and quality <br />control is provided to field staff and <br />help desk staff? <br />[ref: section 2.2.51 <br />Service Level Agreement <br />0 Is there a system of severity levels <br />used to triage support requests? <br />Reflecting their commitment to SLA, <br />does the Vendor pay refunds for <br />missing service levels? <br />[ref: section 2.2.6] <br />City of Santa Ana Page 25 of 39 <br />Exhibit A <br />