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SIGNATURE TECHNOLOGY GROUP <br />Data Center Solutions Professionals <br />A "RED ALERT" situation demands the attention of all STG resources necessary to solve the problem in <br />the most efficient manner. This may include replacing the failing unit with an installation ready major <br />unit. The major unit will be supplied by STG at no additional cost to the City of Santa Ana. Those <br />familiar with the problem of getting the OEM to supply such replacements appreciate this service. <br />Supplemental On-Site Headquarters Support includes activating and transporting additional technical <br />resources from corporate headquarters or from another field location to the site at no additional cost to <br />the City of Santa Ana. OEM Technical Support includes obtaining and transporting needed OEM (HP) <br />specialists to the site at no additional cost to you. <br />The STG Incident Manager presents all action plans to the appropriate the City of Santa Ana personnel. <br />The plan will be implemented in such a manner as to minimize the negative impact on customer's <br />production schedule. <br />Signature Technology Group. Inc. <br />Escalation Process <br />Critical Problem Management <br />24 Hours per Day 365 Days per Year <br />Site Based Customer <br />Service Engineer <br />TECHNICAL MANAGEMENT <br />Escalation Path 11 Escalation Path <br />First Escalation Two Hours <br />After Maintenance Attempt <br />incident Manager i Operations Director <br />Second Escalation Four Hours After <br />Maintenance Attempt <br />COE Platform Owner ?' Major Aocounts <br />Manager <br />Third Escalation Six Hours After <br />Maintenance Attempt <br />1 VP Of Operations <br />Experts <br />Fourth Escalation - RED ALERT Eight <br />Hours After Maintenance Attempt <br />N Technical President Signature <br />Support Technology Group <br />The escalation procedure diagram uses the abbreviation of COE, which stands for our Centers of <br />Expertise. This is a service delivery model that leverages multiple system and platform expertise within <br />our organization. The Centers of Expertise are established for Platforms/Product lines to provide a <br />Page 17 of 27 <br />25C-71 Exhibit B