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N-2018-144 Exhibit A -Scope of Work (Wachter) Consultant Agreement with City of Santa Ana Definitions • "Electrical" shall mean any work involving medium or high voltage power lines, as defined by the National Electric Code. • "LAN" shall mean Local Area Network, • "WAN" shall be mean Wide Area Network. • "MAC" shall mean Moves, Adds and Changes. • "Norma! Business Hours" shall mean Monday through Friday, 8:00 a.m. to 5:00 P.M. local time • "Per -Diem" shall mean charges to client for technician lodging & meal expenses for client required overnight stays. • "SPOC" shall mean Single Point of Contact. • "ST" shall mean Straight Time Hourly Labor Rate, • "OT" shall mean Overtime Hourly Labor Rate. • "T&M" shall mean Time & Materials. • "Ticket" shall mean a single billable work order request for either service or MAC work, Service Level Priorities Priority Codes: o "Priority 1" (P7) shall require a'4 -hour' onsite response. o "Priority 2" (P2) shall require a'Next Business Day' (NBD) onsite response. o "Priority 3" (P3) shall require a'2 -Day' onsite response. o "Priority 4" (P4) shall require a '3-5 Day' onsite response. Priority Definitions: o Onsite responses within the same day, is typically a problem or outage affecting core services. ■ Currently, Wachter cannot guarantee same day onsite response times for many areas; and as such, Wachter will provide best effort to be onsite within the same day, but will invoice based on the response time met. o Onsite response within one or two days, is typically a problem or outage affecting secondary services. o Onsite response within three or more days, is typically a MAC request, or a low level issue affecting non -necessary equipment. o A specific list of problems and outages, and their priorities shall be defined as part of the program kick-off procedures. o Wachter commits to perform at a level of 95% or greater for onsite response time compliance. ■ Compliance is measured as a whole, and not per priority level. ■ If Wachter cannot meet the onsite response requested, the invoice will reflect the actual response time met, and not the response time requested. Service Types Wachter will manage the following service tickets for Santa Ana Transportation Center.