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SIGNATURE TECHNOLOGY GROUP <br />Data Center Solutions Professionals <br />• Their technical skills, as demonstrated by the training and certification that they complete <br />• Their customer communications skills as demonstrated through customer feedback <br />• Their efficiency in resolving service requests, as demonstrated by the number of service calls <br />closed and the time to close each one <br />• Their written communications skills, as demonstrated through the information they record in <br />our service tracking system about each call closed <br />• Their ability to take direction and make improvements when told to do so by STG management <br />• Customer feedback regarding their on-site demeanor and professionalism <br />At any point that STG operations management determines that an improvement is needed in our staff's <br />competence an action plan will be developed and communicated to the individual technician. Goals will <br />be set with timelines and regular follow-up will insure that the improvements are made in the time <br />allotted. <br />STG has a merit pay increase system in place that gives higher salary raises to those service technicians <br />who are deemed to be more skilled in accordance with the grading system outlined above. Given the <br />financial incentives involved, our technical team is properly motivated to do their best at all times. <br />STG understands that it is not our customer's responsibility to measure or grade our technician's <br />competence, but if the City would like to provide STG with your feedback we would be glad to hear from <br />your perspective and take corrective action if it is warranted. <br />iv. What skills will be provided? <br />The assigned service staff will have many years of experience as a field service technician and will have <br />HP certifications on the equipment that is running at the City. Their skills will include: <br />• Proper and systematic troubleshooting of all problems reported to insure that the correct faulty <br />component has been identified <br />• Ability to read internal error logs so the history of a problem can be fully understood <br />• Training, experience and skill in the replacement of all parts of all systems in the City's inventory <br />• Thorough understanding of microcode and its impact of proper hardware maintenance <br />• Very good familiarity with the operating systems that run on the servers that we are supporting <br />• Excellent customer communications skills, both verbal and written <br />• Excellent architectural understanding of the systems that we are supporting <br />• A willing attitude that is based on a service mentality <br />• A true team member that operates as an extension of the City's technical personnel <br />Page 21 of 27 <br />25C-75 Exhibit B