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SIGNATURE TECHNOLOGY GROUP <br />Data Center Solutions Professionals <br />viii. Does the help desk staff have the experience to engage in interactive troubleshooting of <br />complex events with the City's technical staff? If so, is this a regular part of the Vendor's help desk <br />service? <br />Yes. Our Service Desk personnel understand that the equipment that we are maintaining does not <br />operate in isolation at our customer's sites. It is necessary to understand the whole environment and <br />what forces may have contributed to the problem that is being experienced. Our Service Desk staff have <br />learned over the years not to jump to conclusions or to have tunnel vision, but instead to discuss with <br />our customers, in an intelligent fashion, all of the events that may have impacted each particular <br />situation. Our Service Desk staff's many years of experience will prove to be a very value asset to the <br />City and your technical team will enjoy the interaction with our Service Desk staff, because it will be <br />helpful and to the point. <br />ix. How would the Proposer compare their help desk service to that of HP's Contract Support <br />Due to our unique position of being a subcontractor to HP for their outsourcing centers, we have <br />multiple interactions with the HP help desk every day. We firmly believe that our Service Desk is far <br />superior. Our Service Desk personnel areas knowledgeable as those from HP and we are able to give <br />our customers more personalized service. <br />x. 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 />C. Escalation Procedures (ref: section 2.2.3) <br />What are the procedures for regular business hours and after-hours escalation? <br />The STG escalation policy and procedures are outlined in the answer following this one, but the <br />procedure from the City's perspective is the same during regular business hours and after-hours. STG <br />operates around the clock and the operations management and executive managers at STG are all <br />available to the City at any time of the day or night via their cell phones. The cell phone numbers will be <br />Page 15 of 27 <br />25C-69 Exhibit B