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(1) STG may provide service under this agreement by using a subcontractor, which <br />subcontractor will have been thoroughly vetted and will be closely supervised by STG. STG shall use <br />only highly professional service technicians who have passed the certification tests available from HP on <br />the equipment at the City's datacenters. The relationship under this agreement will be exclusively with <br />STG and the City and any use of subcontractors by STG will be seamless to STG's delivery of services <br />under this agreement. <br />(2) The City will make available an on-site storage cabinet where STG can store replacement <br />parts. <br />(3) For the purposes of this agreement, Next Business Day (NBD) support is defined as <br />follows: <br />For any call for service received by STG by 5:OOPM Pacific Time on a City <br />Business Day which cannot be resolved by phone, the vendor will dispatch a technician and parts <br />to be onsite the next City Business Day [i.e. 9AM to 5PM, Monday through Friday excluding <br />City designated holidays]. There is no on-site arrival time requirement, but the equipment must be <br />returned to service by 5:OOPM Pacific Time the same day that the technician reports to the City <br />site. Initial phone response/support and escalation procedures and timelines will be the same as <br />the 6 hour call to repair service proposed. During each calendar year of support, the City will <br />accept up to two (2) service calls that result in the equipment not being repaired on the next City <br />Business Day without penalizing STG in any way, however, the equipment shall be repaired by <br />noon Pacific Time on the following City Business Day or STG will not be in compliance with the <br />NBD Service Level Agreement. Calls for support that qualify as Sevl or Sev2 situations will <br />receive responses and repair attention in accordance with the definitions shown below. <br />(4) For the purposes of the agreement, definitions of criticality of service calls for support are <br />as follows: <br />[a] A Sev 1 call is defined as - production system down, no work around <br />available, significant customer production impact. If all of those conditions exist, then STG will <br />resolve the problem as quickly as possible regardless of the Service Level Agreement (SLA) of <br />the device. For 6-hour return to service, the City will see a STG technician on-site much sooner <br />than the 3-hour requirement and the system fixed much faster than the 6-hour contractual <br />obligation. For a device that is listed as being covered under NBD support, the City will receive <br />immediate same day response. And, if necessary, a STG technician will come on-site to the City <br />within a few hours even it is after hours, on the weekend or holidays. Furthermore, STG will have <br />parts couriered to the City site if they are not already available locally. This SevI support is <br />delivered at no additional cost to the City as part of the service that STG provides to insure <br />maximum uptime for the City systems and minimal production impact of failed IT equipment. <br />[b] A Sev2 call is defined as - production system down, inconvenient work <br />around available, visible customer production impact. If all of those conditions exist, then STG <br />will resolve the problem as quickly as it can regardless of the Service Level Agreement (SLA) <br />associated with the City's device. For 6-hour return to service, the City will see a STG technician <br />on-site sooner than the 3-hour requirement and the system fixed faster than the 6-hour contractual <br />obligation. For a device that is listed as being covered under NBD support, STG will have a <br />technician come on-site to the City as soon as possible including evenings, weekends and <br />holidays if necessary. STG will overnight parts to the City for Saturday or holiday delivery to <br />resolve the issue if the parts are not already available locally. <br />[c] The City shall designate the severity of each call for service and STG will <br />respond accordingly.STG will not allow any system, covered under this Agreement, that is hard <br />down (Sev 1 or Sev2) to remain un-restored for any prolonged amount of time regardless of its <br />service level coverage (e.g. NBD support level) or when the breakdown occurred (e.g. late on a <br />Friday night or over a weekend that includes a holiday). <br />City of Santa Ana Page 2 of 8 <br />25C-6 Exhibit 1