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SIGNATURE TECHNOLOGY GROUP <br />Data Center Solutions Professionals <br />substitute the same speed drive but with a larger capacity and the array will use the appropriate amount <br />of space. If a small piece of a larger component is not available, we will replace the entire component, <br />even though this may be more expensive for STG. <br />STG has time tested procedures in place to secure parts not in its inventory. In the unlikely event the <br />parts will take more than six hours to arrive, STG agrees to notify the City of Santa Ana as soon as <br />possible and give an ETA for the part. As documented previously, if a part needs to be couriered to the <br />site on a Next Flight Out (NFO) basis STG will do that at no additional cost to the City. <br />E. Staffing (ref: section 2.2.5) <br />i. Is a primary responder designated? <br />Yes. STG will assign a primary technician who will respond to the majority of service requests. If he is <br />unavailable, there will be a local backup who will respond quickly and who will be familiar to the City's <br />environment. <br />ii. How many staff and with what skills would be assigned to provide services to the City? <br />STG always assigns three technicians to each account, which insures that immediate service will always <br />be able to be provided. The vast majority of service calls will result in the same primary technician <br />coming on-site to perform the repairs. This creates operational efficiency as the STG technician and the <br />City staff grow to create a cohesive working environment. Plus, the STG service technician will have <br />firsthand experience with service incidence at the City over the history of the account. <br />STG has included two resumes that show the certifications and experience of the technicians that we <br />hope to assign to the City account if we are fortunate enough to be awarded this contract. If additional <br />certifications are necessary, it will be STG's responsibility to gain them quickly, completely at our <br />expense. <br />The backup technician will come on-site to repair the City's equipment if the primary technician is not <br />available. The backup technician would have similar skills and capabilities as will the third level <br />technician. It is our intention to have the primary technician respond to 98%+ of the incidents at the <br />City. <br />iii. How would the competence of the Vendor's staff be established? <br />Our benchmark for our technical staff's capabilities is measured and reviewed on an ongoing basis. It is <br />a combination of multiple factors that collectively demonstrate each technician's ability to resolve our <br />customers' problems. Some of the factors that go into this evaluation are: <br />Page 20 of 27 <br />25C-74 Exhibit B