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above and to fill in any gaps in training for Santa Ana Library staff and the City of Santa Ana IT staff with additional training. Service & Support Santa Ana Public Library shall be able to request service using a toll -free number and a web - based customer service portal provided by Invengo American Corp. Work Tickets are logged and are allocated a level of urgency. Work Tickets will be acknowledged within 1(one) hour of logging. ATechnical Support Officer (TSO) will either acknowledge an online ticket in the ticket itself or will telephone the Library directly. If a machine is experiencing downtime, it will be escalated to the top tier of urgency. because an item has been removed that has not first been checked out. This session covers the data logger and how to view items that have alarmed the gates, along with people counter functionality and a brief overview of the people counter reports. The Invengo American Corp trainer will conduct staff training sessions for staff in group sizes convenient to the library, ensuring that staff coverage is always sufficient in other areas of the library. Detailed, easy to follow training manuals will be provided for each product. The manuals are free and are downloadable in PDF format via the Invengo American Corp User Group Website. They contain informative and instructive diagrams, screenshots, and photos, and are designed so that staff can refer to items when required when working with the new equipment. Invengo American Corp will provide Technical Training specifically designated for the Information Technology Division staff. Invengo American Corp will also provide Technical Training on the Management console, intended for staff from both the Library and Information Technology Division who will act as system administrations, to include the following topics: • User access levels • Dashboard and monitoring the status of the equipment. • Designing groups of equipment, branches, etc. • Configuration —changing the GUI, changing the workflows (transactions steps), changing advertisement screens, changing the SIP2 translations, individual product configuration, data and encoding standards, etc. • Reporting — how to produce reports, the different reports available, how to configure a reporting timeframe. • Troubleshooting, including when and how to lodge a Work Ticket for Invengo American Corp Support. A Training Survey is distributed to all participants in both training sessions at the end which is a