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SIGNATURE TECHNOLOGY GROUP <br />Data Center Solutions Professionals <br />given to the City shortly after contract award and you are free to contact the management team at any <br />time that you feel the need to escalate a particulate issue. <br />Twice daily, STG account and operations management meet to review all open service calls. Each call is <br />reviewed for activity and resolution. Management is able to make real time decisions on any service <br />calls that need special attention and determine if additional technical support is needed or if the call <br />should be escalated to the next priority level. <br />Each call received by STG is given a severity rating. STG applies a Sev1-Sev3 rating to each call, Sev1 <br />being the most severe. Under a Sev1 rating, all STG technical and operational resources are applied. <br />Upper operations management remains involved until the call is resolved. A Sev1 call may require <br />transporting additional personnel and or parts to the City's site as well as escalation to the OEM. <br />STG has many procedures in place to ensure that we repair your equipment as quickly as possible. We <br />have a very rigorous escalation procedure that all of our support staff follows, to make sure that all calls <br />are closed as quickly as humanly possible. <br />STG's standard procedure is to escalate any non-remedied situation that affects system performance <br />on a two (2) hour basis after the initial maintenance attempt. Each subsequent escalation step (see <br />Figure 1) occurs after a two (2) hour time period has elapsed without the problem being resolved. <br />The information provided here is our standard procedure, but these timeframes will be accelerated <br />based upon the 6-hour fix Service Level Agreement (SLA) that we have with the City of Santa Ana. <br />What level of Vendor's management are involved in escalations and how? <br />If the cause of the problem/malfunction is not determined within two (2) hours or less after repairs <br />begin, the assigned support specialist notifies his manager and an Incident Manager is assigned to help <br />gather all of the resources that would be helpful on this particular issue. The Incident Manager is also <br />responsible for effective and thorough communications between STG and the City of Santa Ana. If after <br />an additional two (2) hours or less time has elapsed and the problem is still not resolved, the Centers of <br />Expertise (COE) Platform Owner is notified of the problem and contributes their product specific <br />expertise. The third level technical escalation point is to assign the Subject Matter Expert (SME) with the <br />most experience on the failing device or piece of software, from the COE matrix. This individual typically <br />has 10+ years on the exact software/device that needs repairs, so their contribution to the problem is <br />extremely helpful. <br />Should a Sev1 situation exist where a component or device is out of service a ("RED ALERT" situation), <br />the STG Incident Manager will become actively involved. The Incident Manager will work with the site <br />personnel, the SME, and the Director of Operations to formulate and implement an appropriate action <br />plan to effectively resolve the problem. The Incident Manager is responsible for managing all <br />information to and from all parties involved. <br />Page 16 of 27 <br />25C-70 Exhibit B