Laserfiche WebLink
SIGNATURE TECHNOLOGY GROUP <br />Data Center Solutions Professionals <br />In the report below there are two primary compliance timeframes, the time to respond to each call <br />(MTTRD) and the time to repair each issue (MTTRE). As you can see, STG scored in the almost perfect <br />range and responded to over 16,000 on-site service calls. <br />What is even more compelling is that the response time for Category I is only 15 minutes and the repair <br />time for Category E and F (all servers, including HP Proliant systems) is only 4 hours. That means all <br />issues were resolved and the equipment repaired within 4 hours, or the call was considered to be a <br />failure. Furthermore, many of their most critical devices are under an uplifted maintenance timeframe <br />with STG. About 100 Win-tel servers must be repaired within 2 hours of receipt of the call, or that call is <br />considered a failure. As you can see, STG has almost a perfect record of success, even against these <br />extremely tight timeframes. <br /> MTTRD <br />(Respond) MTTRE <br />(Repair) <br />Total % <br />MTTRD % <br />MTTRE <br />Category A 120 109 121 99.17% 90.08% <br />Category B 347 337 348 99.71% 96.84% <br />Category C 7 7 7 100.00% 100.00% <br />Category D 4 4 4 100.00% 100.00% <br />Category E 122 121 122 100.00% 99.18% <br />Category F 983 976 984 99.90% 99.19% <br />Category G 12121 12095 12134 99.89% 99.68% <br />Category H 446 437 446 100.00% 97.98% <br />Category l 227 227 234 97.01% 97.01% <br />Category K 388 386 388 100.00% 99.48% <br />Category L 1295 1278 1297 99.85% 98.54% <br />Totals 16060 15977 16085 99.84% 99.33% <br />STG won the contract in late 2002 and started on January 1, 2003. Due to the County's procurement <br />policies this contract was put out for re-bid in 2008 and the County once again chose STG to be their <br />support vendor. <br />8. Essential Requirements <br />A. Equipment Covered <br />The vendor must disclose in writing in its proposal any model of equipment identified by the City <br />as part of its current inventory for which the Vendor will not provide the full range of services included <br />in this RFP and/or would terminate all or part of service prior to the end of the term of the agreement. <br />(ref: section 2.1.1.1) <br />Accept X Decline No exceptions <br />Page 6 of 27 <br />25C-60 Exhibit B