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Exhibit A- Scope of Work <br />Signature Technology Group <br />�T <br />TechData <br />2.1 What is the expected wait time during regular business hours and after hours? The <br />typical wait time is measured in seconds, not minutes. There is little difference in the wait time <br />between peak hours and after hours because we have sized our staff appropriately. STG does <br />operate our Service Desk on a priority triage basis so the higher severity calls get priority when <br />needed. <br />2.2 Where is the help desk physically located? STG's Service Desk is virtual but all of the <br />personnel are located within the US and their native language is English. Due to the virtual <br />nature of our delivery model, no weather problem, power outage or phone issue can disrupt <br />our ability quickly communicate with our customers when they need support. <br />2.3 What is the knowledge level of the help desk staff and are they certified? We believe <br />that our Service Desk model is unique in the industry. The STG view is to make our most <br />knowledgeable staff immediately available to our customers so service requests can be closed <br />as quickly as possible. By taking this approach, STG is able to quickly assess each situation <br />and expertly determine the most probable cause of the problem and the correct solution. As a <br />result of this philosophy, STG has an extremely knowledgeable Service Desk staff that will be <br />able to intelligently communicate with the City on each problem that is encountered and work <br />through the issues quickly to the most appropriate resolution. <br />2.4 Does the help desk staff have access to HP bug logs, problem fix records and technical <br />documents? Yes, completely. <br />1. STG has established an HP Partnership with an outlet ID of 03457300001. <br />2. With this HP partnership ID, we can tap into HP's Channel Services Network located <br />at <br />http://h30125.www3.hp.com/csn/?hpp, and get Bug Fixes, Resolutions, Software, <br />Service <br />Manuals and Configurations. <br />3. With this HP partnership ID, we also get access to HP's Business Center Operations <br />(BCO) for HP Certifications under its Partner Portal located at <br />http://h20375.www2.hp.com/portal/site/publicpartnerportal/menuitem.92adb l 14d98ecc7 <br />8f24af950f8039e01/ <br />4. We can also call HP for limited phone support and HP will guide us to whether a <br />particular Issue is software and/or hardware failure and email to us their analysis. <br />3 Escalation Procedures <br />3.1 What are the procedures for regular business hours and after-hours escalation? The <br />STG escalation policy and procedures are outlined in the answer following this one, but the <br />25C-20 <br />