SIGNATURE TECHNOLOGY GROUP, INC. (STG) - 2012

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SIGNATURE TECHNOLOGY GROUP Data Center Solutions Professionals Because of our technicians' in-depth understanding of the HP product line our staff typically only needs to study a new system for a few days and then they can pass the HP certification tests on their first attempt. viii. What type of oversight and quality control is provided to field staff and help desk staff? STG has a Director of Western Operations (Dave Rickon) who is based in Sacramento and the service technicians who would maintain the City's equipment would be supervised by Dave. He would make regular trips to Santa Ana starting with monthly visits and once he was convinced that your support was running smoothly he would then only visit on quarterly basis. However, he will electronically monitor all service calls for timeliness of response and repair as well watch the spares inventory to insure that the on-site warehouse is kept at optimum spares depth. Dave is available to the City on a 24x7 basis via his cell phone. Our Service Desk personnel report to our Service Desk manager who is Mike Finley. Mike's sole function is to actively manage and monitor the Service Desk activity and he is excellent at his job. We actually receive very positive feedback from our customers on the operation of our Service Desk and the quality of timeliness of the support that they provide. The STG Quality Management Policy is designed to provide the highest quality service in a timely manner to ensure success. To achieve this goal we have a Quality Management System in place where we have defined and documented operational processes and procedures within all functional areas of our business. Our Quality Management System incorporates the best practices from quality methodologies incorporated in ISO, Deming, and ITIL. Our quality process and procedures are a result of providing high quality, timely service to our client for over two decades. We have defined processes in place, which are reviewed on a regular basis to continuously provide the most responsive service to our clients. Our Quality Plan includes defined processes and procedures as outlined below. For each of these areas we have identified a system owner to oversee the process and make suggestions and improvements, as our business requires. Our management team reviews all process improvements and is committed to continuously improving the quality of the services that we provide. The quality of the staff and the ongoing monitoring of the quality work that the assigned staff produces is the responsibility of the respective managers as documented above. STG is extending the option to the City to interview and select candidates that meet your criteria the best. If you would like to do that, we would be very pleased to setup multiple interviews for each position (primary, backup and third -level on-site support technician). Page 23 of 27 Exhibit B