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Exhibit A - Scope of Work <br />Signature Technology Group <br />TechCara <br />procedure from the City's perspective is the same during regular business hours and afterD <br />hours. STG operates around the clock and the operations management and executive <br />managers at STG are all available to the City at any time of the day or night via their cell <br />phones. The cell phone numbers will be given to the City shortly after contract award and you <br />are free to contact the management team at any time that you feel the need to escalate a <br />particulate issue. <br />Twice daily, STG account and operations management meet to review all open service calls. <br />Each call is reviewed for activity and resolution. Management is able to make real time <br />decisions on any service calls that need special attention and determine if additional technical <br />support is needed or if the call should be escalated to the next priority level. Each call received <br />by STG is given a severity rating. STG applies a Sev1 0Sev3 rating to each call, Sev1 being <br />the most severe. Under a Sevi rating, all STG technical and operational resources are <br />applied. <br />Upper operations management remains involved until the call is resolved. A Sev1 call may <br />require transporting additional personnel and or parts to the City's site as well as escalation to <br />the OEM. STG has many procedures in place to ensure that we repair your equipment as <br />quickly as possible. We have a very rigorous escalation procedure that all of our support staff <br />follows, to make sure that all calls are closed as quickly as humanly possible. <br />3.2 What level of Vendor's management are involved in escalations and how? If the cause <br />of the problem/malfunction is not determined within two (2) hours or less after repairs begin, <br />the assigned support specialist notifies his manager and an Incident Manager is assigned to <br />help gather all of the resources that would be helpful on this particular issue. The Incident <br />Manager is also responsible for effective and thorough communications between STG and the <br />City of Santa Ana. If after an additional two (2) hours or less time has elapsed and the problem <br />is still not resolved, the Centers of Expertise (COE) Platform Owner is notified of the problem <br />and contributes their product specific expertise. The third level technical escalation point is to <br />assign the Subject Matter Expert (SME) with the most experience on the failing device or piece <br />of software, from the COE matrix. This individual typically has 10+ years on the exact <br />software/device that needs repairs, so their contribution to the problem is extremely helpful. <br />Should a Sev1 situation exist where a component or device is out of service a ("RED ALERT" <br />situation), the STG Incident Manager will become actively involved. The Incident Manager will <br />work with the site personnel, the SME, and the Director of Operations to formulate and <br />implement an appropriate action plan to effectively resolve the problem. The Incident Manager <br />is responsible for managing all information to and from all parties involved. <br />25C-21 <br />