HomeMy WebLinkAbout25C - AGMT - DATA CENTER MAINTENANCEREQUEST FOR
COUNCIL ACTION
CITY COUNCIL MEETING DATE:
SEPTEMBER 19, 2017
TITLE:
AGREEMENT WITH
SIGNATURE TECHNOLOGY
GROUP, INC. FOR DATA
CENTER MAINTENANCE &
SUPPORT SERVICES
{STRATEGIC PLAN NO. 61 1}
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qvfy MANAGER
RECOMMENDED ACTION
CLERK OF COUNCIL USE ONLY:
❑ As Recommended
❑ As Amended
❑ Ordinance on 1s` Reading
❑ Ordinance on 2"' Reading
❑ Implementing Resolution
❑ Set Public Hearing For
CONTINUED TO
FILE NUMBER
1. Authorize the City Manager and the Clerk of the Council to execute an agreement with
Signature Technology Group, Inc. (STG), to provide maintenance and support services
and related equipment for the City and Police Department data centers for a three-year
period beginning September 19, 2017 through September 18, 2020 with an option for two
one-year renewals for an annual amount not to exceed $ $37,460 which is comprised of
the sum of $35,676 and a 5% contingency of up to $1,784 for a total amount not to exceed
$187,300 over the life of the agreement if all extensions are utilized, for services as may
be performed at the sole discretion of the City, subject to non -substantive changes
approved by the City Manager and City Attorney.
2. Reject the bid from Converge One as nonresponsive.
DISCUSSION
System maintenance and support services for the City and Police Department data centers are
essential in order to provide repair maintenance and support to server class computers, tape
libraries, storage devices, and other related equipment. The server computer equipment in the
Santa Ana Police department data center runs all Police department computerized systems
including: computer aided dispatch, records management, jail management, crime scene
investigation, special analysis, etc. The City Hall data center houses 40 physical computer
servers and over 250 virtual computer servers. These servers host a number of enterprise and
department applications such as the financial management system, payroll system, utility billing
system, business tax system, IT service management system, content management system, the
City website, and email system.
On June 8, 2017, a Request for Proposal was posted on the City's website seeking a qualified
firm to assist the City with data center maintenance and support for server -class computers, tape
drives, console gear and network equipment. This support would cover existing legacy equipment
and new purchases if necessary.
25C-1
Agreement for Data Center Maintenance & Support Service
September 19, 2017
Page 2
Forty-six firms were proactively sent the RFP. A total of six proposal responses were received
and evaluated by a team of specialist from the Information Technology Department. One of the
proposals received was judged not responsive due to lack of support for the service level
specified by the City.
Evaluation
Vendor Points Rank
Signature Technology Group
268 1
Logix Services, Inc.
235 2
Top Ten USA
230 3
Insight Investments
213 4
Abtech Technologies, Inc.
206 5
The evaluation team unanimously ranked Signature Technology Group (STG), Inc. as the top
vendor. STG is the best qualified to provide maintenance and support for the computer
equipment in the City data center and the SAPID data center and recommends that Signature
Technology Group, Inc. be awarded an agreement with an initial term of three years with an
option for two one year renewals. Under terms of the agreement, the City may effectively end the
agreement without penalty at any time with 30 -day written notice reference.
In addition to Signature Technology Group's top scoring technical qualifications, strong reference
recommendations and customer -driven service strategy, STG's cost proposal contained unique
service commitments. STG will provide meaningful financial rebates if it fails to meet service level
terms for on-site response time, and maximum elapsed time for returning equipment to full
service, or continued periods of equipment outage beyond the service agreement. In addition
STG offers premium maintenance service for critical equipment down at no additional cost to the
City. For example, if the City declares a critical equipment outage, STG will respond with their
fastest response and premium support without further charge to the City. The commitment to
contract service levels by the recommended maintenance vendor is vital to sustain the City's
computer operations under the information Technology Department's aggressive cost savings
strategy to operate server -class computers two to three years beyond the industry standard.
STRATEGIC PLAN ALIGNMENT
Approval of these item supports the City's efforts to meet Goal #6 - Community Facilities &
Infrastructure, Objective #1 (establish and maintain a Community Investment Plan for all City
assets).
FISCAL IMPACT
Funds are available in the Information Technology Data Center Hardware Maintenance & Support
account (no. 10920147-62307) as follows:
25C-2
Agreement for Data Center Maintenance & Support Service
September 19, 2017
Page 3
FISCAL IMPACT
Funds are available in the Information Technology Data Center Hardware Maintenance & Support
account (no.10920147-62307) as follows:
Fiscal Year
Amount
2017-18
$31,217
2018-19
$37,460
2019-20
$37,460
2020-21
$37,460
2021-22
$37,460
2022-23
$6,243
Total
$187,300
Jack iulla w�
Chi Technology Innovations Officer
Info mation Technology Department
APPROVED AS TO FUNDS AND ACCOUNTS:
FranciscGu 'errez 00
Executive Director
Finance and Management Services Agency
Exhibit 1. Agreement with Signature Technology Group, Inc. for Data Center Maintenance &
Support Services
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25C-4
Exhibit 1
AGREEMENT TO PROVIDE DATA CENTER MAINTENANCE
FOR THE CITY OF SANTA ANA AND THE
SANTA ANA POLICE DEPARTMENT
THIS AGREEMENT is made and entered into this 1 st day of September, 2017 by and between'Signature-
Technology Group, Inc., ("Contractor"), and the City of Santa Ana, a charter city and municipal
corporation organized and existing under the Constitution and laws of the State of California ("City").
RECITALS
A. On June 8, 2017, the City issued Request for Proposal ("RFP") No. 17-073, by which it sought
proposals from qualified firms for data center maintenance and support for server -class computers,
tape drives, console gear and network equipment. This support would cover existing legacy
equipment and new purchases if necessary.
B. Contractor submitted a responsive proposal that was selected by the City. Contractor represents
that it is able and willing to provide such services to the City.
C. In undertaking the performance of this Agreement, Contractor represents that it is knowledgeable
in its field and that any services performed by Contractor under this Agreement will be performed
in compliance with such standards as may reasonably be expected from a professional consulting
firm in the field.
NOW THEREFORE, in consideration of the mutual and respective promises, and subject to the terms
and conditions hereinafter set forth, the parties agree as follows:
1. SCOPE OF SERVICES
Contractor shall perform the data center maintenance and support services that are set forth in
Exhibit A, attached hereto and incorporated by reference. Contractor's proposal is also incorporated by
reference as though fully set forth herein.
2. COMPENSATION
a. City agrees to pay, and Contractor agrees to accept as total payment for its services for City,
the rates and charges identified in Exhibit B. The total amount to be expended under this
Agreement shall not exceed $187,340 during the term of the Agreement, including any
extension periods exercised under Section 3. The total yearly amount shall not exceed $37,460
which is comprised of the sum of $35,676 and a 5% contingency of up to $1,784 for services
as may be performed at the sole discretion of the City.
b. Payment by City shall be made within 45 days (forty-five) days following receipt of proper
invoice evidencing work performed, subject to City accounting procedures. Payment need not
be made for work which fails to meet the standards of performance set forth in the Recitals
which may reasonably be expected by City.
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3. TERM
This Agreement shall commence on September 19, 2017 and terminate on September 18, 2020
with the option for the City to grant up to a two (2) one year renewals, exercisable by a writing by the City
Manager and the City Attorney, unless terminated earlier in accordance with Section 16, below.
4. PREVAILING WAGES
Contractor is aware of the requirements of California Labor Code Section 1720, et seq., and 1770,
et seq., as well as California Code of Regulations, Title 8, Section 16000, et seq., ("Prevailing Wage
Laws"), which require the payment of prevailing wage rates and the performance of other requirements
on "public works" and "maintenance" projects. If the services being performed are part of an applicable
"public works" or "maintenance" project, as defined by the Prevailing Wage Laws, and the total
compensation is $1,000 or more, Contractor agrees to fully comply with such Prevailing Wage Laws.
Contractor shall defend, indemnify and hold the City, its elected officials, officers, employees and agents
free and harmless from any claim or liability arising out of any failure or alleged failure to comply with
the Prevailing Wage Laws.
5. INDEPENDENT CONTRACTOR
Contractor shall, during the entire term of this Agreement, be construed to be an independent
contractor and not an employee of the City. This Agreement is not intended nor shall it be construed to
create an employer-employee relationship, a joint venture relationship, or to allow the City to exercise
discretion or control over the professional manner in which Contractor performs the services which are
the subject matter of this Agreement; however, the services to be provided by Contractor shall be provided
in a manner consistent with all applicable standards and regulations governing such services. Contractor
shall pay all salaries and wages, employer's social security taxes, unemployment.insurance and similar
taxes relating to employees and shall be responsible for all applicable withholding taxes.
6. OWNERSHIP OF MATERIALS
This Agreement creates a non-exclusive and perpetual license for City to copy, use, modify, reuse,
or sublicense any and all copyrights, designs, and other intellectual property embodied in plans,
specifications, studies, drawings, estimates, and other documents or works of authorship fixed in any
tangible medium of expression, including but not limited to, physical drawings or data magnetically or
otherwise recorded on computer diskettes, which are prepared or caused to be prepared by Contractor
under this Agreement ("Documents & Data"). Contractor shall require all subcontractors to agree in
writing that City is granted a non-exclusive and perpetual license for any Documents & Data the
subcontractor prepares under this Agreement. Contractor represents and warrants that Contractor has the
legal right to license any and all Documents & Data. Contractor makes no such representation and
warranty in regard to Documents & Data which were provided to Contractor by the City. City shall not
be limited in any way in its use of the Documents and Data at any time, provided that any such use not
within the purposes intended by this Agreement shall be at City's sole risk.
25C-6
INSURANCE
Prior to undertaking performance of work under this Agreement, Contractor shall maintain and
shall require its subcontractors, if any, to obtain and maintain insurance as described below:
a. Commercial General Liability Insurance. Contractor shall maintain commercial general
liability insurance naming the City, its officers, employees, agents, volunteers and
representatives as additional insured(s) and shall include, but not be limited to protection
against claims arising from bodily and personal injury, including death resulting therefrom
and damage to property, resulting from any act or occurrence arising out of Contractor's
operations in the performance of this Agreement, including, without limitation, acts
involving vehicles. The amounts of insurance shall be not less than the following: single
limit coverage applying to bodily and personal injury, including death resulting therefrom,
and property damage, in the total amount of $1,000,000 per occurrence, with $2,000,000
in the aggregate. Such insurance shall (a) name the City, its officers, employees, agents,
and representatives as additional insured(s); (b) be primary and not contributory with
respect to insurance or self-insurance programs maintained by the City; and (c) contain
standard separation of insureds provisions.
b. Business automobile liability insurance, or equivalent form, with a combined single limit
of not less than $1,000,000 per occurrence. Such insurance shall include coverage for
owned, hired and non -owned automobiles.
C. Worker's Compensation Insurance. In accordance with the provisions of Section 3700 of
the Labor Code, Contractor, if Contractor has any employees, is required to be insured
against liability for worker's compensation or to undertake self-insurance. Prior to
commencing the performance of the work under this Agreement, Contractor agrees to
obtain and maintain any employer's liability insurance with limits not less than $1,000,000
per accident.
d. If Contractor is or employs a licensed professional such as an architect or engineer:
Professional liability (errors and omissions) insurance, with a combined single limit of not
less than $1,000,000 per claim with $2,000,000 in the aggregate.
e. The following requirements apply to the insurance to be provided by Contractor pursuant
to this section:
i. Contractor shall maintain all insurance required above in full force and effect for
the entire period covered by this Agreement.
ii. Certificates of insurance shall be furnished to the City upon execution of this
Agreement and shall be approved by the City.
iii. Certificates and policies shall state that the policies shall not be canceled or reduced
in coverage or changed in any other material aspect without thirty (30) days prior
written notice to the City.
iv. Contractor shall supply City with a fully executed additional insured endorsement.
f. If Contractor fails or refuses to produce or maintain the insurance required by this section
or fails or refuses to furnish the City with required proof that insurance has been procured
and is in force and paid for, the City shall have the right, at the City's election, to forthwith
terminate this Agreement. Such termination shall not affect Contractor's right to be paid
for its time and materials expended prior to notification of termination. Contractor waives
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the right to receive compensation and agrees to indemnify the City for any work performed
prior to approval of insurance by the City.
8. INDEMNIFICATION
Contractor agrees to defend, and shall indemnify and hold harmless the City, its officers, agents,
employees, contractors, special counsel, and representatives from liability: (1) for personal injury,
damages, just compensation, restitution, judicial or equitable relief arising out of claims for personal
injury, including death, and claims for property damage, which may arise from the negligent operations
of the Contractor, its subcontractors, agents, employees, or other persons acting on its behalf which relates
to the services described in section 1 of this Agreement; and (2) from any claim that personal injury,
damages, just compensation, restitution, judicial or equitable relief is due by reason of the terms of or
effects arising from this Agreement. This indemnity and hold harmless agreement applies to all claims for
damages, just compensation, restitution, judicial or equitable relief suffered, or alleged to have been
suffered, by reason of the events referred to in this Section or by reason of the terms of, or effects, arising
from this Agreement. The Contractor further agrees to indemnify, hold harmless, and pay all costs for the
defense of the City, including fees and costs for special counsel to be selected by the City, regarding any
action by a third party challenging the validity of this Agreement, or asserting that personal injury,
damages, just compensation, restitution, judicial or equitable relief due to personal or property rights arises
by reason of the terms of, or effects arising from this Agreement. City may make all reasonable decisions
with respect to its representation in any legal proceeding. Notwithstanding the foregoing, to the extent
Contractor's services are subject to Civil Code Section 2782.8, the above indemnity shall be limited, to
the extent required by Civil Code Section 2782.8, to claims that arise out of, pertain to, or relate to the
negligence, recklessness, or willful misconduct of the Contractor.
9. INTELLECTUAL PROPERTY INDEMNIFICATION
Contractor shall defend and indemnify the City, its officers, agents, representatives, and employees
against any and all liability, including costs, for infringement of any United States' letters patent,
trademark, or copyright infringement, including costs, contained in the work product or documents
provided by Contractor to the City pursuant to this Agreement.
10. RECORDS
Contractor shall keep records and invoices in connection with the work to be performed under this
Agreement. Contractor shall maintain complete and accurate records with respect to the costs incurred
under this Agreement and any services, expenditures, and disbursements charged to the City for a
minimum period of three (3) years, or for any longer period required by law, from the date of final payment
to Contractor under this Agreement. All such records and invoices shall be clearly identifiable. Contractor
shall allow a representative of the City to examine, audit, and make transcripts or copies of such records
and any other documents created pursuant to this Agreement during regular business hours. Contractor
shall allow inspection of all work, data, documents, proceedings, and activities related to this Agreement
for a period of three (3) years from the date of final payment to Contractor under this Agreement.
25C-8
11. CONFIDENTIALITY
If Contractor receives from the City information which due to the nature of such information is
reasonably understood to be confidential and/or proprietary, Contractor agrees that it shall not use or
disclose such information except in the performance of this Agreement, and further agrees to exercise the
same degree of care it uses to protect its own information of like importance, but in no event less than
reasonable care. "Confidential Information" shall include all nonpublic information. Confidential
information includes not only written information, but also information transferred orally, visually,
electronically, or by other means. Confidential information disclosed to either party by any subsidiary
and/or agent of the other party is covered by this Agreement. The foregoing obligations of non-use and
nondisclosure shall not apply to any information that (a) has been disclosed in publicly available sources;
(b) is, through no fault of the Contractor disclosed in a publicly available source; (c) is in rightful
possession of the Contractor without an obligation of confidentiality; (d) is required to be disclosed by
operation of law; or (e) is independently developed by the Contractor without reference to information
disclosed by the City.
12. CONFLICT OF INTEREST CLAUSE
Contractor covenants that it presently has no interests and shall not have interests, direct or indirect,
which would conflict in any manner with performance of services specified under this Agreement.
13. DISCRIMINATION
Contractor shall not discriminate because of race, color, creed, religion, sex, marital status, sexual
orientation, age, national origin, ancestry, or disability, as defined and prohibited by applicable law, in the
recruitment, selection, training, utilization, promotion, termination or other employment related activities.
Contractor affirms that it is an equal opportunity employer and shall comply with all applicable federal,
state and local laws and regulations.
14. EXCLUSIVITY AND AMENDMENT
This Agreement represents the complete and exclusive statement between the City and Contractor,
and supersedes any and all other agreements, oral or written, between the parties. In the event of a conflict
between the terms of this Agreement and any attachments hereto, the terms of this Agreement shall prevail.
This Agreement may not be modified except by written instrument signed by the City and by an authorized
representative of Contractor. The parties agree that any terms or conditions of any purchase order or other
instrument that are inconsistent with, or in addition to, the terms and conditions hereof, shall not bind or
obligate Contractor or the City. Each party to this Agreement acknowledges that no representations,
inducements, promises or agreements, orally or otherwise, have been made by any party, or anyone acting
on behalf of any party, which is not embodied herein.
15. ASSIGNMENT
Inasmuch as this Agreement is intended to secure the specialized services of Contractor,
Contractor may not assign, transfer, delegate, or subcontract any interest herein without the prior written
consent of the City and any such assignment, transfer, delegation or subcontract without the City's prior
25C-9
written consent shall be considered null and void. Nothing in this Agreement shall be construed to limit
the City's ability to have any of the services which are the subject to this Agreement performed by City
personnel or by other Contractors retained by City.
16. TERNIINATION
This Agreement maybe terminated by the City upon thirty (30) days written notice of termination.
In such event, Contractor shall be entitled to receive and the City shall pay Contractor compensation for
all services performed by Contractor prior to receipt of such notice of termination, subject to the following
conditions:
a. As a condition of such payment, the Chief Technology Innovations Officer may require
Contractor to deliver to the City all work product(s) completed as of such date, and in such
case such work product shall be the property of the City unless prohibited by law, and
Contractor consents to the City's use thereof for such purposes as the City deems
appropriate.
b. Payment need not be made for work which fails to meet the standard of performance
specified in the Recitals of this Agreement.
17. WAIVER
No waiver of breach, failure of any condition, or any right or remedy contained in or granted by
the provisions of this Agreement shall be "effective unless it is in writing and signed by the party waiving
the breach, failure, right or remedy. No waiver of any breach, failure or right, or remedy shall be deemed
a waiver of any other breach, failure, right or remedy, whether or not similar, nor shall any waiver
constitute a continuing waiver unless the writing so specifies.
18. JURISDICTION - VENUE
This Agreement has been executed and delivered in the State of California and the validity,
interpretation, performance, and enforcement of any of the clauses of this Agreement shall be determined
and governed by the laws of the State of California. Both parties further agree that Orange County,
California, shall be the venue for any action or proceeding that may be brought or arise out of, in
connection with or by reason of this Agreement.
19. PROFESSIONAL LICENSES
Contractor shall, throughout the term of this Agreement, maintain all necessary licenses, permits,
approvals, waivers, and exemptions necessary for the provision of the services hereunder and required by
the laws and regulations of the United States, the State of California, the City of Santa Ana and all other
governmental agencies. Contractor shall notify the City immediately and in writing of its inability to
obtain or maintain such permits, licenses, approvals, waivers, and exemptions. Said inability shall be
cause for termination of this Agreement.
20. MISCELLANEOUS PROVISIONS
a. Each undersigned represents and warrants that its signature herein below has the power,
25C-10
authority and right to bind their respective parties to each of the terms of this Agreement,
and shall indemnify City fully, including reasonable costs and attorney's fees, for any
injuries or damages to City in the event that such authority or power is not, in fact, held by
the signatory or is withdrawn.
b. All Exhibits referenced herein and attached hereto shall be incorporated as if fully set forth
in the body of this Agreement.
21. NOTICE
Any notice, tender, demand, delivery, or other communication pursuant to this Agreement shall be
in writing and shall be deemed to be properly given if delivered in person or mailed by first class or
certified mail, postage prepaid, or sent by fax or other telegraphic communication in the manner provided
in this Section, to the following persons:
To City:
Clerk of the City Council
City of Santa Ana
20 Civic Center Plaza (M-30)
P.O. Box 1988
Santa Ana, CA 92702-1988
Fax: 714-647-6956
With courtesy copies to:
Chief Technology and Information Officer,
Information Technology Department
City of Santa Ana
20 Civic Center Plaza (M-42)
P.O. Box 1988
Santa Ana, California 92702
E-mail: jciulla@santa-ana.org
To Contractor:
Signature Technology Group
Attn: Victoria Lopez
2424 W. Desert Cove Ave.
Phoenix, AZ 85029
Fax: 602-427-4500
Sonia R. Carvalho
City Attorney
City of Santa Ana
20 Civic Center Plaza (M-29)
P.O. Box 1988
Santa Ana, California 92702
Fax: 714-647-6515
A party may change its address by giving notice in writing to the other party. Thereafter, any
communication shall be addressed and transmitted to the new address. If sent by mail, communication
shall be effective or deemed to have been given three (3) days after it has been deposited in the United
States mail, duly registered or certified, with postage prepaid, and addressed as set forth above. If sent by
fax, communication shall be effective or deemed to have been given twenty-four (24) hours after the time
25C-11
set forth on the transmission report issued by the transmitting facsimile machine, addressed as set forth
above. For purposes of calculating these time frames, weekends, federal, state, County or City holidays
shall be excluded.
IN WITNESS WHEREOF, the parties hereto have executed this Agreement the date and year first above
written.
ATTEST:
Maria D. Huizar
Clerk of the Council
APPROVED AS TO FORM:
SONIA R. CARVALHO
City Attorney
By:
Lisa Storck
Assistant City Attorney
RECOMMENDED FOR APPROVAL:
JACK CIULLA
Chief Technology Innovations Officer
Information TechnologyDepartment
CITY OF SANTA ANA
Cynthia J. Kurtz
Interim City Manager
SIGNATURE TECHNOLOGY GROUP, INC.:
By:
Title:
25C-12
EXHIBIT A
SCOPE OF SERVICES
25C-13
EXHIBIT B
COMPENSATION
Fee Proposal including hourly rates if applicable
25C-14
EXHIBIT A
SCOPE OF SERVICES
25C-15
Exhibit A - Scope of Work
Signature Technology Group
P S I
TCChDvta
Equipment covered
1.1 The Vendor must disclose in its proposal any model of equipment identified
by the City as part of its current inventory for which it will not provide the full
range of services included in this RFP and/or would terminate all or part of
service prior to end of the term of the agreement.
In Agreement
1.2 The City may add and/or remove equipment from the coverage of the
agreement with 15 days prior written notice (i.e. letter, fax, or email). In
Agreement
Break -Fix
2.1 Simply put, if something covered under the agreement breaks, the City
expects the Vendor to return it to at least manufacturer's original equipment
specifications within the time frame defined in the agreement.
Except in the cases of acts of God or intentional abuse as are commonly
defined by industry standards. STG will return the equipment to 100%
functionality but there may be a charge if the root cause was one of the
reasons listed above. These issues are extremely rare but we wanted to be
thorough in our response.
Support Services
3.1 Help desk phone support must be available 24x7x365 and not have a wait
time over 15 minutes to speak to a support engineer.
In agreement
3.2 Help desk assistance for the City's efforts in self-help. This consists of
advice on new configurations, new hardware configurations and
troubleshooting issues while waiting for an onsite engineer to arrive.
In agreement
4 Service Requests
4.1 The City must be able to initiate a request for support 24x7x365.
In agreement
4.2 Service requests can be submitted to the vendor via toll-free phone number
and via web.
25C-16
STG
TedID17ta
Exhibit A- Scope of Work
Signature Technology Group
In agreement, STG has a Cloud Portal where requests can be submitted
and an 900 number.
4.3 The City shall assign the level of severity to each service request.
In agreement. STG encourages the City to assign a level of severity to
each service request. It is STG standard practice to do the same.
4.4 The City shall determine when a service call has reached close-out. Only at
this time can the ticket be deemed completed.
In agreement
Staffing
5.1 Vendor's staff to work on the City site must be able to pass a Santa Ana
Police Department (SAPD) background check.
In agreement
5.2 The City reserves the right to not accept or to have a service staffer
removed for any reason.
In agreement
Parts
6.1 All parts must be new and built to original equipment specifications. Any
exceptions require prior written approval from the City.
In agreement
6.2 If it is the Proposer's intention to use remanufactured or recertified parts as
part of their maintenance and service for City equipment, the Proposer
must identify that parts replacement approach in their proposal
In agreement. STG uses only new parts as long as they are available. The
only case in which we would use remanufactured parts is if the parts are no
longer being made because the City chooses to continue to operate some
systems beyond the date when the OEM makes new parts. Only under
those circumstances will STG use remanufactured parts. In that case. STG
always requires the parts to be recertified and tests the parts before using
them in a customer's equipment
6.3 Upon request, the City will make available to the Vendor on-site storage
25C-17
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space for some Vendor spare parts storage.
In agreement
Exhibit A - Scope of work
Signature Technology Group
Invoicing
7.1 The Vendor must provide the City with a monthly invoice detailing specific
services by specific equipment provided by the Vendor and for which the
Vendor seeks payment under the terms of the agreement.
In agreement
7.2 The format and details of the invoice will be agreed upon before any
billable services can begin.
In agreement
8 Sub -contracting
8.1 The Vendor may not subcontract any part of the services under this
agreement or use non -employees to perform those services without the
prior expressed written approval of the City.
In agreement
1. Service Request Procedures
1.1 How would the City initiate a request for service?
There are two ways to initial a service request:
A simple call to our maintenance center will start the process, putting you in touch with
our Dispatch Center. Our Dispatch Centers are staffed around the clock. We have two
of them, both located in Phoenix, AZ. They provide redundancy so you are always able
to place service calls and speak to a live dispatcher. We do not have a response tree
that must be navigated (push 1 for this, or 2 for that...), instead our dispatcher answers
the phone after only a few rings, and says, "STG, may I help you?". STG also offers
multiple electronic methods to open a service request, including a web portal, email or
fax.
Another option is to open a service ticket via our online Cloud Portal.
o Logon to the Portal
o Open a Case
o Required Fields include:
o Asset
25C-18
Exhibit A - Scope of Work
Signature Technology Group
.5rV
7"Dita
o Customer Incident Number
o Status
o Local Site Contact Information
o Contact Name
o Phone #
o Address
o Subject / Description
Both of these options funnel into our Dispatch Center and the same approach is followed
regardless of the method that our customers choose to open a service request. To open a
service call only a few key pieces of information need to be communicated. We do not keep
our customers on the phone for long, and our web portal has only a few mandatory fields that
must be submitted. Our philosophy is that your technical team should be able to request
service from STG in a very short period of time, and then get back to their core duties.
Once you place a service call, STG will perform all of the activities from that point forward to
resolve the problem. After the call is made, STG will contact the person designated in the
service request within 15 minutes and establish an ETA for the on-site work that needs to be
done. Our service technician will show up on time and perform all of the diagnostic efforts that
are necessary and proceed with the repairs as quickly as possible.
1.2 How would a service request be closed out?
When a call is completed, the technician will notify the appropriate/designated City of Santa
Ana personnel via the approved method (you let us know whether that is via email, phone call
or personal visit). When the City personnel agree that the problem has been resolved, then we
will close the call in our system and with your Help Desk. If the City personnel to do not agree
that a problem has been fixed to their satisfaction, then we continue to work on the issue until it
is completely resolved.
When the City approves, then our on-site technician will notify STG, detailing all of the work
that was done and the parts used, so that our Dispatchers can enter the information in our
Service Order records.
In the event that the City of Santa Ana should decide in advance of work being done that it
wishes to cancel a service request, a call to STG's service desk will be all that is necessary.
2 Help Desk
25C-19
Exhibit A- Scope of Work
Signature Technology Group
�T
TechData
2.1 What is the expected wait time during regular business hours and after hours? The
typical wait time is measured in seconds, not minutes. There is little difference in the wait time
between peak hours and after hours because we have sized our staff appropriately. STG does
operate our Service Desk on a priority triage basis so the higher severity calls get priority when
needed.
2.2 Where is the help desk physically located? STG's Service Desk is virtual but all of the
personnel are located within the US and their native language is English. Due to the virtual
nature of our delivery model, no weather problem, power outage or phone issue can disrupt
our ability quickly communicate with our customers when they need support.
2.3 What is the knowledge level of the help desk staff and are they certified? We believe
that our Service Desk model is unique in the industry. The STG view is to make our most
knowledgeable staff immediately available to our customers so service requests can be closed
as quickly as possible. By taking this approach, STG is able to quickly assess each situation
and expertly determine the most probable cause of the problem and the correct solution. As a
result of this philosophy, STG has an extremely knowledgeable Service Desk staff that will be
able to intelligently communicate with the City on each problem that is encountered and work
through the issues quickly to the most appropriate resolution.
2.4 Does the help desk staff have access to HP bug logs, problem fix records and technical
documents? Yes, completely.
1. STG has established an HP Partnership with an outlet ID of 03457300001.
2. With this HP partnership ID, we can tap into HP's Channel Services Network located
at
http://h30125.www3.hp.com/csn/?hpp, and get Bug Fixes, Resolutions, Software,
Service
Manuals and Configurations.
3. With this HP partnership ID, we also get access to HP's Business Center Operations
(BCO) for HP Certifications under its Partner Portal located at
http://h20375.www2.hp.com/portal/site/publicpartnerportal/menuitem.92adb l 14d98ecc7
8f24af950f8039e01/
4. We can also call HP for limited phone support and HP will guide us to whether a
particular Issue is software and/or hardware failure and email to us their analysis.
3 Escalation Procedures
3.1 What are the procedures for regular business hours and after-hours escalation? The
STG escalation policy and procedures are outlined in the answer following this one, but the
25C-20
Exhibit A - Scope of Work
Signature Technology Group
TechCara
procedure from the City's perspective is the same during regular business hours and afterD
hours. STG operates around the clock and the operations management and executive
managers at STG are all available to the City at any time of the day or night via their cell
phones. The cell phone numbers will be given to the City shortly after contract award and you
are free to contact the management team at any time that you feel the need to escalate a
particulate issue.
Twice daily, STG account and operations management meet to review all open service calls.
Each call is reviewed for activity and resolution. Management is able to make real time
decisions on any service calls that need special attention and determine if additional technical
support is needed or if the call should be escalated to the next priority level. Each call received
by STG is given a severity rating. STG applies a Sev1 0Sev3 rating to each call, Sev1 being
the most severe. Under a Sevi rating, all STG technical and operational resources are
applied.
Upper operations management remains involved until the call is resolved. A Sev1 call may
require transporting additional personnel and or parts to the City's site as well as escalation to
the OEM. STG has many procedures in place to ensure that we repair your equipment as
quickly as possible. We have a very rigorous escalation procedure that all of our support staff
follows, to make sure that all calls are closed as quickly as humanly possible.
3.2 What level of Vendor's management are involved in escalations and how? If the cause
of the problem/malfunction is not determined within two (2) hours or less after repairs begin,
the assigned support specialist notifies his manager and an Incident Manager is assigned to
help gather all of the resources that would be helpful on this particular issue. The Incident
Manager is also responsible for effective and thorough communications between STG and the
City of Santa Ana. If after an additional two (2) hours or less time has elapsed and the problem
is still not resolved, the Centers of Expertise (COE) Platform Owner is notified of the problem
and contributes their product specific expertise. The third level technical escalation point is to
assign the Subject Matter Expert (SME) with the most experience on the failing device or piece
of software, from the COE matrix. This individual typically has 10+ years on the exact
software/device that needs repairs, so their contribution to the problem is extremely helpful.
Should a Sev1 situation exist where a component or device is out of service a ("RED ALERT"
situation), the STG Incident Manager will become actively involved. The Incident Manager will
work with the site personnel, the SME, and the Director of Operations to formulate and
implement an appropriate action plan to effectively resolve the problem. The Incident Manager
is responsible for managing all information to and from all parties involved.
25C-21
Exhibit A- Scope of Work
Signature Technology Group
P STG
Tectroata
A'`RED ALERT" situation demands the attention of all STG resources necessary to solve the
problem in the most efficient manner. This may include replacing the failing unit with an
installation ready major unit. The major unit will be supplied by STG at no additional cost to the
City of Santa Ana. Those familiar with the problem of getting the OEM to supply such
replacements appreciate this service. Supplemental OnoSite Headquarters Support includes
activating and transporting additional technical resources from corporate headquarters or from
another field location to the site at no additional cost to the City of Santa Ana. OEM Technical
Support includes obtaining and transporting needed OEM (HP) specialists to the site at no
additional cost to you.
The STG Incident Manager presents all action plans to the appropriate the City of Santa Ana
personnel. The plan will be implemented in such a manner as to minimize the negative impact
on customer's production schedule.
25C-22
Sl iJ
7EchDM
Pricing Model
Exhibit A- Scope of Work
Signature Technology Group
Model
Description
Proposed
Monthly
Pricing
Each
6 Hour Call
to Repair
Proposed
Monthly Pricing
Each
Next Business
Day
262586-1321
IP Console Switch Box, 3x1x16
0
0
221546-001
Rackmount Flip -up KBD/Monitor
TFT560ORKM
$4.00
$1.80
J1470A
15" KVM Console LCD
$3.30
190211-001
STORAGEWORKS 4354 ARM
JBOD
$58.30
$26.00
201203-001
PROLIANT DL580R02 X1600 2P
$51.30
$22.80
301111-001
PROLIANT DL38OR03 SERVER
$27.50
$12.20
349201-001
Proliant DL380 G3 X2.8
$27.50
$12.20
389831405
Proliant DL360 G4p
$15.00
$6.80
418800-621
StorageWorks MSA70 Array
$22.80
$10.20
AG115A
STORAGEWORKS MSL2024
'LIBRARY
$30.80
$13.80
AG771A
Proliant DL380 G5
$48.50
$21.60
AJ750A
MSA2000 3.5 -IN Dual 1/0 Encl
$17.30
$7.60
AJ926A
StorageWorks 20121 MSA
$21.80
$9.80
AJ940A
StorageWorks D2600 Disk Encl
$22.80
$10.20
25C-23
Exhibit A- Scope or Work
Signature Technology Group
nchData
BL460CG1
Proliant BL460C G1
$10.80
$4.80
BL460CG6
Proliant BL460C G6
$10.80
$4.80
DL360G5
PROLIANT DL360 G5 SERVER
$16.50
$7.40
DL360G6
Proliant DL360 G6
$16.80
$7.60
DL380G3
PROLIANT DL380 G3 SERVER
$27.50
$12.20
DL380G4
PROLIANT DL380 G4 SERVER
$23.50
$10.60
DL380G5
PROLIANT DL380 G5 SERVER
$23.50
$10.60
DL380G6
PROLIANT DL380 G6 SERVER
$23.50
$10.60
MSL4048
MSL4048 Tape Library
$56.30
$25.20
PE2950
POWEREDGE 2950
$34.30
$15.20
PER710
PowerEdge R710
$44.50
$19.80
AIR-WLC4402-25-
K9
Aironet 4400 Ser WLAN Control
$68.30
$30.40
ASA5505-UL-BUN-
K9
ASA 5505 Security Appliance
$4.00
$1.80
CISCO2811
CISCO 2811 ROUTER
$25.00
$11.20
CISCO2911/K9
Cisco 2911 w/3 GEM EHWIC
$26.50
$11.80
CISCO7204VXR/225
7204VXR SYS NPE-225 FE IOS
$188.00
$83.80
WS-C2960-24LT-L
Catalyst 2960 10/100 Mbps Switch
$5.50
$2.40
WS-C2960G-24TC-L
Catalyst 2960 24 -Port Gigabit
$8.30
$3.80
WS-C2960G-48TC-L
Catalyst 2960 48 -Port
10/100/1000
$26.80
$12.00
WS-C2960S-24TS-L
Catalyst 2960S Stack 24 GIGE
$19.80
$8.80
WS-C3560G-24TS-S
Cat 3560 24 -Pt 4 SFPS TD Image
$12.50
$5.60
25C-24
Exhibit A- Scope of Work
Signature Technology Group
.S V
7MMIa
WS-C3750G-12S-S
Catalyst 3750 12 SFP
$44.50
$19.80
WS-C3750X-12S-E
Catalyst 3750X 12 GE SFP
$46.80
$20.80
WS-C3750X-48T-E
Catalyst 3750-X Switch
$51.30
$22.80
WS-C4507R-E
Switch Catalyst 4500 E -Ser
$164.30
$73.20
CISCO2921/K9
2921 Integrated Svc Router
$32.80
$14.60
25C-25
COMPENSATION
Fee Proposal including hourly rates if applicable
25C-26
25C-27
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