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SIGNATURE TECHNOLOGY GROUP <br />Data Center Solutions Professionals <br />The city may add and/or remove equipment from the coverage of the agreement with 15 days <br />prior written notice (i.e. letter, fax, or email.) (ref: section 2.1.1.2) <br />Accept X Decline No exceptions <br />B. Break -Fix <br />Simply put, if something covered under the agreement breaks, the City expects the Vendor to <br />return it to at least manufacturer's original equipment specifications within the time frame defined in <br />the agreement. (ref: section 2.1.2.1) <br />Accept X Decline Except in the cases of acts of God or intentional abuse <br />as are commonly defined by industry standards. STG <br />will return the equipment to 100% functionality but there may be a charge if the root cause was one <br />of the reasons listed above. These issues are extremely rare but we wanted to be thorough in our <br />response. <br />C. Support Services <br />Help desk phone support must be available 24x7x365 and not have a wait time over 15 minutes <br />to speak to a support engineer. (ref: section 2.1.3.1) <br />Accept X Decline No exceptions <br />Help desk assistance for the City's efforts in self-help. This consists of advice on new <br />configurations, new hardware configurations and troubleshooting issues while waiting for an onsite <br />engineer to arrive. ( ref: section 2.1.3.2). <br />Accept X Decline No exceptions <br />D. Service Requests <br />The City must be able to initiate a request for support 24x7x365. (ref: section 2.1.4.1) <br />Accept X Decline No exceptions <br />Service requests can be submitted to the vendor via toll-free phone number and via web. (ref: <br />section 2.1.4.2) <br />Accept X Decline No exceptions <br />The City shall assign the level of severity to each service request (ref: section 2.1.4.3) <br />Accept X Decline No exceptions <br />STG encourages the City to assign a level of severity to each service request. It is STG standard <br />practice to do the same. <br />The City shall determine when a service call has reached Close -Out. Only at this time can the <br />ticket be deemed completed. (ref: section 2.1.4.4) <br />Accept X Decline No exceptions <br />E. Staffing <br />Vendor's staff to work on the City site must be able to pass a Santa Ana Police Department <br />background check (ref: section 2.1.5.1). <br />Accept X Decline No exceptions <br />Page 7 of 27 <br />Exhibit B <br />