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J <br />SIGNATU iETECH NOLOGYfROU P <br />Data Center Solutions Professionals <br />A "RED ALERT" situation demands the attention of all STG resources necessary to solve the problem in <br />the most efficient manner. This may include replacing the failing unit with an installation ready major <br />unit. The major unit will be supplied by STG at no additional cost to the City of Santa Ana. Those <br />familiar with the problem of getting the OEM to supply such replacements appreciate this service. <br />Supplemental On -Site Headquarters Support includes activating and transporting additional technical <br />resources from corporate headquarters or from another field location to the site at no additional cost to <br />the City of Santa Ana. OEM Technical Support includes obtaining and transporting needed OEM (HP) <br />specialists to the site at no additional cost to you. <br />The STG Incident Manager presents all action plans to the appropriate the City of Santa Ana personnel. <br />The plan will be implemented in such a manner as to minimize the negative impact on customer's <br />production schedule. <br />Sianature Technoloav Group, Inc. <br />Escalation Process <br />Critical Problem Management <br />24 Hours per Day 365 Days per Year <br />tnew <br />TECHNICAL MANAGEMENT <br />Escalation Path Escalation Path <br />-7 <br />First Escalation Two Hours <br />After Maintenance Attempt <br />IncitlerKlitar �� <br />Second Escalation Four Hours After <br />Maintenance Attempt <br />Ct%rm <br />tNai�ger <br />Third Escalation Six Hours After <br />Maintenance Attempt <br />Fourth Escalation — RED ALERT Eight <br />I Hours After Maintenance Attempt <br />" _ res ��ff <br />support Tacfinology [croup'. -7 <br />The escalation procedure diagram uses the abbreviation of COE, which stands for our Centers of <br />Expertise. This is a service delivery model that leverages multiple system and platform expertise within <br />our organization. The Centers of Expertise are established for Platforms/Product lines to provide a <br />Page 17 of 27 <br />Exhibit B <br />