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SIGNATURE TECHNOLOGY GROUP <br />Data Center Solutions Professionals <br />STG will be able to match the City's requested invoice format with no problems and we will insure that <br />we cover this item as part of our project kickoff at the very beginning of our maintenance <br />responsibilities. <br />H. Sub-contracting <br />The Vendor may not subcontract any part of the services under this agreement or use non- <br />employees to perform those services without the prior expressed written approval of the City. (ref: <br />section 2.1.8.1) <br />Accept X Decline No exceptions <br />9. Vendor's Service Strategy <br />In an effort to better understand your firm's service strategy, the City has identified some specific <br />interest areas. Please provide a brief description of your firm's approach, procedures, or methods to <br />each of the following. <br />In addition, supply a short response to each of the City's questions relating to the interest area. <br />Service Request Procedures <br />A. Service Request Procedures (ref: Section 2.2.1) <br />i. How would the City initiate a request for service? <br />A simple call to our maintenance center will start the process, putting you in touch with our Dispatch <br />Center. Our Dispatch Centers are staffed around the clock. We have two of them, both located in <br />Phoenix, AZ. They provide redundancy so you are always able to place service calls and speak to a live <br />dispatcher. We do not have a response tree that must be navigated (push 1 for this, or 2 for that...), <br />instead our dispatcher answers the phone after only a few rings, and says, "STG, may I help you?". STG <br />also offers multiple electronic methods to open a service request, including a web portal, email or fax. <br />All of these options funnel into our Dispatch Center and the same approach is followed regardless of the <br />method that our customers choose to open a service request. To open a service call only a few key <br />pieces of information need to be communicated. We do not keep our customers on the phone for long, <br />and our web portal has only a few mandatory fields that must be submitted. Our philosophy is that your <br />technical team should be able to request service from STG in a very short period of time, and then get <br />back to their core duties. <br />Once you place a service call, STG will perform all of the activities from that point forward to resolve the <br />problem. After the call is made, STG will contact the person designated in the service request within 15 <br />minutes and establish an ETA for the on-site work that needs to be done. Our service technician will <br />show up on time and perform all of the diagnostic efforts that are necessary and proceed with the <br />repairs as quickly as possible. <br />Page 11 of 27 <br />25C-65 <br />Exhibit B