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Exhibit A - Scope of Work <br />Signature Technology Group <br />.5rV <br />7"Dita <br />o Customer Incident Number <br />o Status <br />o Local Site Contact Information <br />o Contact Name <br />o Phone # <br />o Address <br />o Subject / Description <br />Both of these options funnel into our Dispatch Center and the same approach is followed <br />regardless of the method that our customers choose to open a service request. To open a <br />service call only a few key pieces of information need to be communicated. We do not keep <br />our customers on the phone for long, and our web portal has only a few mandatory fields that <br />must be submitted. Our philosophy is that your technical team should be able to request <br />service from STG in a very short period of time, and then get back to their core duties. <br />Once you place a service call, STG will perform all of the activities from that point forward to <br />resolve the problem. After the call is made, STG will contact the person designated in the <br />service request within 15 minutes and establish an ETA for the on-site work that needs to be <br />done. Our service technician will show up on time and perform all of the diagnostic efforts that <br />are necessary and proceed with the repairs as quickly as possible. <br />1.2 How would a service request be closed out? <br />When a call is completed, the technician will notify the appropriate/designated City of Santa <br />Ana personnel via the approved method (you let us know whether that is via email, phone call <br />or personal visit). When the City personnel agree that the problem has been resolved, then we <br />will close the call in our system and with your Help Desk. If the City personnel to do not agree <br />that a problem has been fixed to their satisfaction, then we continue to work on the issue until it <br />is completely resolved. <br />When the City approves, then our on-site technician will notify STG, detailing all of the work <br />that was done and the parts used, so that our Dispatchers can enter the information in our <br />Service Order records. <br />In the event that the City of Santa Ana should decide in advance of work being done that it <br />wishes to cancel a service request, a call to STG's service desk will be all that is necessary. <br />2 Help Desk <br />25C-19 <br />