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SIGNATURE TECHNOLOGY GROUP <br />Data Center Solutions Professionals <br />ii. Does the help desk staff do more than take customer requests for service? If so, explain. <br />STG operates a Service Desk which is staffed by highly experienced and professional hardware/software <br />support specialists who have an average of 10+ years in the industry. Our Service Desk operates around <br />the clock and the professionals that the City would be speaking with will be able to immediately help the <br />City with a wide range of issues. All of our Service Desk staff hold multiple certifications, including A+, <br />Network+, Security+, MCP, as well as specific vendor certifications including HP certifications. The City <br />will be assisted to whatever level is needed on each individual call by the personnel on our Service Desk. <br />iii. What is the expected wait time during regular business hours and after hours? <br />The typical wait time is measured in seconds, not minutes. There is little difference in the wait time <br />between peak hours and after hours because we have sized our staff appropriately. STG does operate <br />our Service Desk on a priority triage basis so the higher severity calls get priority when needed. <br />iv. Where is the help desk physically located? <br />STG's Service Desk is virtual but all of the personnel are located within the US and their native language <br />is English. Due to the virtual nature of our delivery model, no weather problem, power outage or phone <br />issue can disrupt our ability quickly communicate with our customers when they need support. <br />v. What is the knowledge level of the help desk staff? <br />We believe that our Service Desk model is unique in the industry. The STG view is to make our most <br />knowledgeable staff immediately available to our customers so service requests can be closed as quickly <br />as possible. By taking this approach, STG is able to quickly assess each situation and expertly determine <br />the most probable cause of the problem and the correct solution. <br />As a result of this philosophy, STG has an extremely knowledgeable Service Desk staff that will be able to <br />intelligently communicate with the City on each problem that is encountered and work through the <br />issues quickly to the most appropriate resolution. <br />vi. Do the help desk staff have technical certifications? If so, explain <br />Yes, collectively our Service Desk staff holds the following certifications: <br />CompTIA A+, Server+, Network+, Security + <br />Microsolft MCSE, Networking, Windows, Systems Engineer <br />Page 13 of 27 <br />25C-67 Exhibit B