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® .5TY <br />rechmta <br />space for some Vendor spare parts storage. <br />In agreement <br />Exhibit A - Scope of work <br />Signature Technology Group <br />Invoicing <br />7.1 The Vendor must provide the City with a monthly invoice detailing specific <br />services by specific equipment provided by the Vendor and for which the <br />Vendor seeks payment under the terms of the agreement. <br />In agreement <br />7.2 The format and details of the invoice will be agreed upon before any <br />billable services can begin. <br />In agreement <br />8 Sub -contracting <br />8.1 The Vendor may not subcontract any part of the services under this <br />agreement or use non -employees to perform those services without the <br />prior expressed written approval of the City. <br />In agreement <br />1. Service Request Procedures <br />1.1 How would the City initiate a request for service? <br />There are two ways to initial a service request: <br />A simple call to our maintenance center will start the process, putting you in touch with <br />our Dispatch Center. Our Dispatch Centers are staffed around the clock. We have two <br />of them, both located in Phoenix, AZ. They provide redundancy so you are always able <br />to place service calls and speak to a live dispatcher. We do not have a response tree <br />that must be navigated (push 1 for this, or 2 for that...), instead our dispatcher answers <br />the phone after only a few rings, and says, "STG, may I help you?". STG also offers <br />multiple electronic methods to open a service request, including a web portal, email or <br />fax. <br />Another option is to open a service ticket via our online Cloud Portal. <br />o Logon to the Portal <br />o Open a Case <br />o Required Fields include: <br />o Asset <br />25C-18 <br />