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(STG) that we want to work with you in all different ways to make your ongoing computer <br />hardware maintenance as easy as possible. <br />v. What would be the availability of on-site engineers and help desk engineers? <br />The City will have a dedicated STG support specialist who will come on-site immediately after <br />notification of a problem and repair the equipment in six (6) hours or less. This on-site support is <br />available on a 24x7 basis. Our Service Deck engineers are also available to the City at any time on a 247 <br />basis and they are prepared to help with any issues on an immediate basis. STG understands that time <br />is of the essence in a support contract and we respond immediately to our customers' requests for <br />service, both over the phone through our Service Desk, and in person with a knowledgeable, local <br />service specialist. <br />vi. How would the service staff be trained and certified on existing equipment and any new <br />equipment? <br />STG has access to all of the web -based HP training and certification processes and we take advantage of <br />that to train our service staff on the recommended support techniques for the City's equipment. The <br />online certification process is fee based and STG pays for all of our technicians to take these tests and <br />get certified. As an example, a copy of a recent HP certification exam is included to show that just a few <br />days ago one of our service technicians passed the test on the support of the HP MSL2024 and HP4048 <br />tape libraries. <br />In addition, STG has all of the HP service publications for the equipment listed in the RFP and we always <br />follow the OEM guides when performing our repair services. <br />As HP introduces new equipment and/or new models of existing equipment, if there is new or <br />supplemental training created by HP then we will have access to it. For any new equipment that the City <br />may purchase in the future, STG will insure that your assigned technicians take the web -based training <br />and pass the online HP tests to become certified before performing any service on these new devices. <br />STG hopes to have periodic dialogues with the City to understand your future purchase decisions so we <br />can get a head start on getting our technicians certified. <br />vii. How long will it take for the service staff to reach full competence on new equipment? <br />STG is confident that we can have your service team trained and certified on new equipment in a matter <br />of just a few days or possibly a week, since the training and certification is all online and web -based. <br />Page 22 of 27 <br />Exhibit B <br />