Laserfiche WebLink
I ' 1 1 "1 ' <br />!. ' [Olin <br />SME Responsibilities: <br />■ Participate actively within their hardware platform team. <br />■ Maintain current certifications where necessary. <br />■ Lend support when asked. <br />• Take initiative to keep up to date on the specific platform. <br />■ Mentor others as necessary to resolve repair issues quickly. <br />D. Parts availability (ref: section 2.2.4) <br />How would parts availability be measured? <br />The STG approach to providing good computer hardware maintenance support for our customers is to <br />pre -purchase critical spares and have them available at a local warehouse or on-site. Our goal is to <br />have 95% of optimum replaceable units (ORUs) in a nearby warehouse. This will allow our on-site <br />technicians to close the majority of our service requests almost immediately after the diagnostic phase <br />is complete. Due to the 6 -hour fix requirement of this contract, STG will pre -purchase and place on-site <br />more spares than the typical contract for your inventory of equipment. Obviously waiting overnight for <br />parts delivery would put our repair times beyond the 6 -hour SLA. <br />How available would parts be? <br />STG certifies that it has access to sufficient inventory levels of specific parts to support the City of Santa <br />Ana's equipment in accordance with the solicitation's Service Level Agreement (SLA). STG is currently <br />supporting all of the exact same models of equipment for other customers, so we know that parts are <br />readily available for these systems from multiple sources. STG will insure that the parts that are needed <br />for the repairs to your equipment are on-site when they are needed to meet or exceed the 6 -hour fix <br />requirement. Given our spare parts modeling capabilities and our ability to get spares to your site from <br />our major warehouses in Phoenix, STG is confident that we will have the right parts at your facility when <br />they are needed on a consistent basis. <br />What if a part is not readily available? <br />STG has multiple sources for all parts that we use in our repair business. Our logistics team is excellent <br />at finding replacement parts and we have a very large network of trusted vendors that we rely upon. It <br />is rare that we encounter a situation where we can't find an HP part in a matter of just a few minutes, <br />particularly since the City is running 'mainstream' equipment. <br />However, in the unlikely event that a specific part is out of stock in all locations, then we have various <br />alternatives that we could employ. For instance, if it is a hard drive in a RAID array, then we can <br />Page 19 of 27 <br />Exhibit B <br />