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STG <br />TedID17ta <br />Exhibit A- Scope of Work <br />Signature Technology Group <br />In agreement, STG has a Cloud Portal where requests can be submitted <br />and an 900 number. <br />4.3 The City shall assign the level of severity to each service request. <br />In agreement. STG encourages the City to assign a level of severity to <br />each service request. It is STG standard practice to do the same. <br />4.4 The City shall determine when a service call has reached close-out. Only at <br />this time can the ticket be deemed completed. <br />In agreement <br />Staffing <br />5.1 Vendor's staff to work on the City site must be able to pass a Santa Ana <br />Police Department (SAPD) background check. <br />In agreement <br />5.2 The City reserves the right to not accept or to have a service staffer <br />removed for any reason. <br />In agreement <br />Parts <br />6.1 All parts must be new and built to original equipment specifications. Any <br />exceptions require prior written approval from the City. <br />In agreement <br />6.2 If it is the Proposer's intention to use remanufactured or recertified parts as <br />part of their maintenance and service for City equipment, the Proposer <br />must identify that parts replacement approach in their proposal <br />In agreement. STG uses only new parts as long as they are available. The <br />only case in which we would use remanufactured parts is if the parts are no <br />longer being made because the City chooses to continue to operate some <br />systems beyond the date when the OEM makes new parts. Only under <br />those circumstances will STG use remanufactured parts. In that case. STG <br />always requires the parts to be recertified and tests the parts before using <br />them in a customer's equipment <br />6.3 Upon request, the City will make available to the Vendor on-site storage <br />25C-17 <br />