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