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Table B. Service Levels for Citv Data Center Equipment <br />Maximum Maximum Return- Condition of Condition of System at Close Out <br />Phone Onsite To- System at <br />Response Response Service Intermediate Period <br />Time Time Time of Time <br />15 3 6 not applicable System restored to full functionality. <br />minutes hours hours No work-arounds or temporary parts <br /> allowed without prior City <br /> authorization. <br />2.2 Vendor's Service Strategy <br />Rather than dictate all the terms of the services, the City would like to take advantage of <br />the considerable experience and expertise of the proposing Vendors. The City is looking <br />for the Vendor to offer and describe the methods, processes and service levels that they <br />would propose as appropriate for maintaining the equipment in the City data centers. <br />The City seeks to understand the Vendor's service strategy in the following areas and has <br />included questions of interest. <br />Prospective vendors are encouraged to explain other aspects of their service strategy that <br />they feel differentiate their ability to provide quality and timely maintenance services to the <br />City. <br />2.2.1 Service Request Procedures <br />2.2.1.1 How would the City initiate a request for service? <br />2.2.1.2 How would a service request be closed out? <br />2.2.2 Help Desk [note: special interest item for proposal evaluation] <br />2.2.2.1 Explain the Vendor's help desk service strategy. <br />2.2.2.2 Does the help desk staff do more than take customer requests for service? <br /> If so, explain. <br />2.2.2.3 What is the expected wait time during regular business hours and after <br /> hours? <br />2.2.2.4 Where is the help desk physically located? <br />2.2.2.5 What is the knowledge level of the help desk staff? <br />2.2.2.6 Do the help desk staff have technical certifications? If so, explain. <br />2.2.2.7 Does the help desk staff have access to HP bug logs, problem fix records <br /> and technical documents? <br />2.2.2.8 Does the help desk staff have the experience to engage in interactive <br /> troubleshooting of complex events with the City's technical staff? If so, is <br /> this a regular part of the Vendor's help desk service? <br />2.2.2.9 How would the Proposer compare their help desk service to that of HP's <br /> Contract Support? <br />2.2.3 Escalation Procedures <br />2.2.3.1 What are the procedures for regular business hours and after-hours <br />escalation? <br />2.2.3.2 What level of Vendor's management are involved in escalations and how? <br />City of Santa Ana <br />Page 8 of 39 <br />25C-20 Exhibit A