HomeMy WebLinkAbout25C - AGMT - DATA CENTER MAINT AND SUPPORTREQUEST FOR
COUNCIL ACTION
CITY COUNCIL MEETING DATE:
APRIL 16, 2012
TITLE:
AGREEMENT WITH SIGNATURE
TECHNOLOGY GROUP, INC. FOR DATA
CENTER MAINTENANCE & SUPPORT
SERVICES
CITY MANAGER
RECOMMENDED ACTION
CLERK OF COUNCIL USE ONLY:
APPROVED
? As Recommended
? As Amended
? Ordinance on 1s1Reading
? Ordinance on 2"d Reading
? Implementing Resolution
? Set Public Hearing For_
CONTINUED TO
FILE NUMBER
Authorize the City Manager and the Clerk of the Council to execute an agreement with Signature
Technology Group, Inc. (STG), for data center maintenance & support services for a three-year
period with an option for two one-year renewals in an amount not to exceed $75,000 per year.
DISCUSSION
System maintenance and support services for the City Data Center and the Police Data Center
are needed to provide repair maintenance and support on server class computers, tape libraries,
storage devices and other related equipment. The server computer equipment in the Santa Ana
Police Department Data Center runs all Police Department computerized systems including:
computer aided dispatch, records management, jail management, crime scene investigation,
special analysis, etc. The City Data Center hosts the City's financial management system,
payroll system, utility billing system, business tax system, Santa Ana Property Information
(SAPIN) system, the City web site, City electronic mail system, and many departmental systems
for City Agencies. Over 160 physical computer servers operate in the two data centers.
A Request for Proposal (RFP) for "Data Center Maintenance and Support Services" was issued
in October 2011 and advertised on the City's web site. Ten firms were proactively sent the RFP.
A total of ten proposal responses were received and evaluated by a team of specialists from the
Information Services Division. Three of the received proposals were judged not responsive due
to lack of support for the service level specified by the City or lack of support for a significant
portion of the equipment for which the City seeks maintenance.
25C-1
Agreement For Data Center
Maintenance & Support Services
April 16, 2012
Page 2
The evaluation team assessed each proposal based on four criteria.Points were assigned to
each Vendor's proposal based on several categories of requirements defined in the RFP. The
following table shows evaluation criteria and maximum points for each assessment category:
Evaluation Criteria Possible Points
Qualifications to provide required services 20
References 30
Service Strategy to provide required services 20
Pricing 30
Total 100
Below is a summary of the assessment points rated for each of the seven responsive vendor
proposals:
Vendor Evaluation
Points
Signature Technology Group 92.4
-
Systems Maintenance Services 78.0
-
S no tek 65.1
SSCS 55.5
ATLANTIC TECH SERVICES 49.9
The Jasper Group 43.8
Guardian Computer Support 41.9
Based upon this, the evaluation team's assessment is that Signature Technology Group (STG),
Inc. is the best qualified to provide maintenance and support for the computer equipment in the
City Data Center and the SAPD Data Center and recommends that Signature Technology Group,
Inc. be awarded an agreement with an initial term of three years with the option for the City to
continue the agreement for two one-year periods. Under terms of the agreement the City may
effectively end the agreement without penalty at any time with 30-day written notice.
In addition to Signature Technology Group's top scoring technical qualifications, strongreference
recommendations and customer driven service strategy, STG's cost proposal contained unique
service commitments. First, STG will provide monetary rebates if it fails to meet service levels
terms for on-site response time, for the maximum elapsed time for returning equipment to full
service, or for continued periods of equipment outages beyond the service agreement. And
second, no additional cost for premium maintenance service for critical equipment down support.
This means that without consideration of a lesser contract service level if the City declares a
critical equipment outage, STG will respond with their fastest response and premium support
without further charge to the City.The commitment to contract service levels by the recommended
maintenance vendor is vital to sustaining the City's computer operations under the Information
Service Division's aggressive cost savings strategy of operating server-class computers for two
to three years beyond the industry standard which is the manufacturer's three-year end-of-life for
25C-2
Agreement For Data Center
Maintenance & Support Services
April 16, 2012
Page 3
server equipment. This successful cost saving strategy can only be effective if the vendor for data
center maintenance and support can provide needed parts and service in a highly responsive
manner. The evaluation team strong believes Signature Technology Group is uniquely qualified
to support the City's data centers and presents the best value for the needs of the City.
FISCAL IMPACT
Funds are budgeted and are available in the contractual services account of the Technology Plan
-Maintenance & Support Internal Service Fund(10910147-62300).
APPROVED AS TO FUNDS ANDACCOUNTS:
Paul Walters
Chief of Police
Police Department
Exhibit:1.Agreement
Francisco Gutierrez
Executive Director
Finance/Management Services Agency
25C-3
25C-4
AGREEMENT BETWEEN THE CITY OF SANTA ANA
AND
SIGNATURE TECHNOLOGY GROUP, INC.
THIS AGREEMENT (said Agreement), made and entered into this 10h day of April, 2012 by and
between Signature Technology Group, Inc. (hereinafter "Vendor" or "STG"), and the City of Santa Ana,
a charter city and municipal corporation organized and existing under the Constitution and laws of the
State of California (hereinafter "City"). These entities are hereinafter sometimes jointly referred to as
"PARTIES" and individually as "PARTY".
RECITALS
A. The City makes extensive use of its computing environment to support key business
operations in every City Agency and Department.
B. Key computer-based services such as electronic mail, Internet access, secure data storage, as
well as computer applications such as payroll, SAPIN etc. operate on server-class computers
in the City and Police Computer Centers.
C. Due to the critical nature of these services and applications to the daily operation of the City, the
City desires to retain a vendor having special skill and knowledge in the field of maintenance of
"server-class" computers and related equipment. Further, City desires to retain a vendor that will
provide hardware maintenance service to the City for "24 hours per day, 7 days a week".
D. Vendor represents that Vendor is able and willing to provide the services to the City, which are
set forth in the Exhibits attached hereto and listed in Section I.A. below.
E. In undertaking the performance of this Agreement, Vendor represents that it is knowledgeable in
its field and that any services performed by Vendor under this Agreement will be performed in
compliance with such standards as may reasonably be expected from a professional maintenance
services firm in the field.
NOW THEREFORE, in consideration of the mutual and respective promises, and subject to the terms
and conditions hereinafter set forth, the parties agree as follows:
1. SCOPE OF SERVICES
a. Vendor shall perform those services as set forth in Exhibit A "Request for Proposal - Data
Center Maintenance and Support Services for City of Santa Ana California" (hereafter "RFP"), dated
October 24, 2011, and in Exhibit B "Response to RFP # IS-506 Data Center Maintenance and Support
Services for the City of Santa Ana," dated November 15, 201 Ito this Agreement.
b. The City reserves the right to seek services outside the terms and conditions of this contract
regarding the maintenance and support of data center equipment and systems.
c. Documents To Be Construed Together. All documents ("Exhibits") referred to in the
Agreement, and the Agreement to be entered into between Vendor and the City, and all modifications of
said Exhibits, shall be construed together as one document. In the event of a conflict among the
documents, the provision of this Agreement takes precedence, followed by the provisions of the Proposal,
then the RFP. However, the following terms supersede any conflicting items in Exhibits A and/or B.
25C-5 Exhibit 1
(1) STG may provide service under this agreement by using a subcontractor, which
subcontractor will have been thoroughly vetted and will be closely supervised by STG. STG shall use
only highly professional service technicians who have passed the certification tests available from HP on
the equipment at the City's datacenters. The relationship under this agreement will be exclusively with
STG and the City and any use of subcontractors by STG will be seamless to STG's delivery of services
under this agreement.
(2) The City will make available an on-site storage cabinet where STG can store replacement
parts.
(3) For the purposes of this agreement, Next Business Day (NBD) support is defined as
follows:
For any call for service received by STG by 5:OOPM Pacific Time on a City
Business Day which cannot be resolved by phone, the vendor will dispatch a technician and parts
to be onsite the next City Business Day [i.e. 9AM to 5PM, Monday through Friday excluding
City designated holidays]. There is no on-site arrival time requirement, but the equipment must be
returned to service by 5:OOPM Pacific Time the same day that the technician reports to the City
site. Initial phone response/support and escalation procedures and timelines will be the same as
the 6 hour call to repair service proposed. During each calendar year of support, the City will
accept up to two (2) service calls that result in the equipment not being repaired on the next City
Business Day without penalizing STG in any way, however, the equipment shall be repaired by
noon Pacific Time on the following City Business Day or STG will not be in compliance with the
NBD Service Level Agreement. Calls for support that qualify as Sevl or Sev2 situations will
receive responses and repair attention in accordance with the definitions shown below.
(4) For the purposes of the agreement, definitions of criticality of service calls for support are
as follows:
[a] A Sev 1 call is defined as - production system down, no work around
available, significant customer production impact. If all of those conditions exist, then STG will
resolve the problem as quickly as possible regardless of the Service Level Agreement (SLA) of
the device. For 6-hour return to service, the City will see a STG technician on-site much sooner
than the 3-hour requirement and the system fixed much faster than the 6-hour contractual
obligation. For a device that is listed as being covered under NBD support, the City will receive
immediate same day response. And, if necessary, a STG technician will come on-site to the City
within a few hours even it is after hours, on the weekend or holidays. Furthermore, STG will have
parts couriered to the City site if they are not already available locally. This SevI support is
delivered at no additional cost to the City as part of the service that STG provides to insure
maximum uptime for the City systems and minimal production impact of failed IT equipment.
[b] A Sev2 call is defined as - production system down, inconvenient work
around available, visible customer production impact. If all of those conditions exist, then STG
will resolve the problem as quickly as it can regardless of the Service Level Agreement (SLA)
associated with the City's device. For 6-hour return to service, the City will see a STG technician
on-site sooner than the 3-hour requirement and the system fixed faster than the 6-hour contractual
obligation. For a device that is listed as being covered under NBD support, STG will have a
technician come on-site to the City as soon as possible including evenings, weekends and
holidays if necessary. STG will overnight parts to the City for Saturday or holiday delivery to
resolve the issue if the parts are not already available locally.
[c] The City shall designate the severity of each call for service and STG will
respond accordingly.STG will not allow any system, covered under this Agreement, that is hard
down (Sev 1 or Sev2) to remain un-restored for any prolonged amount of time regardless of its
service level coverage (e.g. NBD support level) or when the breakdown occurred (e.g. late on a
Friday night or over a weekend that includes a holiday).
City of Santa Ana Page 2 of 8
25C-6 Exhibit 1
(5) STG shall comply with the definitions and specific terms for monetary performance
penalties for STG's failure to provide services in accordance with this agreement as provided in Exhibit
D, "Required Performance Standards and Penalties for Non-Performance."
2. COMPENSATION
a. City agrees to pay, and Vendor agrees to accept as total payment for its services, the rates and
charges identified in Exhibit C, attached hereto and incorporated by this reference. The total sum to be
expended under this Agreement shall not exceed $75,000 annually during the term of this Agreement for
the services and equipment identified Exhibit A. The City may add or remove equipment and/or services
contained herein, depending upon the City's need, with 15 days prior written notice provide by letter, fax
or email.
b. City will continue to contact the City's warranty service provider as long as the equipment is
under warranty. During that warranty coverage period, STG will not charge for any support. Starting the
day after the City's warranty period expires, STG will, unless previously informed by the City, start
support services and billing for support services in accordance with the terms of this agreement. STG will
prorate any first partial month of support to only charge for exactly the number of days that STG will be
responsible for the City hardware maintenance under this agreement.
c. The Vendor will provide the City with a monthly accounting of the services provided under
this Agreement which may take the form of a statement or invoice showing an itemization of the covered
equipment and total of the services provided in the reporting month. Payment by City shall be made
within thirty (30) days following receipt of proper invoice listing covered equipment, subject to City
accounting procedures. Payment need not be made for work which fails to meet the standards of
performance set forth in the Recitals which may reasonably be expected by City.
d. Invoices shall be mailed to:
City of Santa Ana
Attn: Lynda Kelly
Information Services, M-12
P.O. Box 1988
Santa Ana, CA 92702-1988
3. TERM
This Agreement shall commence on May 1, 2012 and terminate on April 30, 2015, unless
terminated earlier in accordance with Section 15, below. The City shall retain an option to extend the
terms and conditions of this Agreement for up to two additional one-year periods.
4. INDEPENDENT CONTRACTOR
Vendor shall, during the entire term of this Agreement, be construed to be an independent
contractor and not an employee of the City. This Agreement is not intended nor shall it be construed to
create an employer-employee relationship, a joint venture relationship, or to allow the City to exercise
discretion or control over the professional manner in which Vendor performs the services which are the
subject matter of this Agreement; however, the services to be provided by Vendor shall be provided in a
manner consistent with all applicable standards and regulations governing such services. Vendor shall pay
all salaries and wages, employer's social security taxes, unemployment insurance and similar taxes relating to
employees and shall be responsible for all applicable withholding taxes for its employees.
City of Santa Ana
Page 3 of 8
25C-7 Exhibit 1
5. INSURANCE
Prior to undertaking performance of work under this Agreement, Vendor shall maintain and shall
require its subcontractors, if any, to obtain and maintain insurance as described below:
a. Commercial General Liability Insurance. Vendor shall maintain commercial general liability
insurance naming the City, its officers, employees, agents, volunteers and representatives as additional
insured(s) and shall include, but not be limited to protection against claims arising from bodily and
personal injury, including death resulting therefrom and damage to property, resulting from any act or
occurrence arising out of Vendor's operations in the performance of this Agreement, including, without
limitation, acts involving vehicles. The amounts of insurance shall be not less than the following: single
limit coverage applying to bodily and personal injury, including death resulting therefrom, and property
damage, in the total amount of $1,000,000 per occurrence. Such insurance shall (a) name the City, its
officers, employees, agents, volunteers and representatives as additional insured(s); (b) be primary and
not contributory with respect to insurance or self-insurance programs maintained by the City; and (c)
contain standard separation of insureds provisions.
b. Business automobile liability insurance, or equivalent form, with a combined single limit of
not less than $1,000,000 per occurrence. Such insurance shall include coverage for owned, hired and non-
owned automobiles.
c. Worker's Compensation Insurance. In accordance with the provisions of Section 3300 of the
Labor Code, Vendor, if Vendor has any employees, is required to be insured against liability for worker's
compensation or to undertake self-insurance. Prior to commencing the performance of the work under this
Agreement, Vendor agrees to obtain and maintain any employer's liability insurance with limits not less
than $1,000,000 per accident.
section:
The following requirements apply to the insurance to be provided by Vendor pursuant to this
(i) Vendor shall maintain all insurance required above in full force and effect for the
entire period covered by this Agreement.
(ii) Certificates of insurance shall be furnished to the City upon execution of this
Agreement and shall be approved in form by the City Attorney.
(iii) Certificates and policies shall state that the policies shall not be canceled or reduced
in coverage or changed in any other material aspect without thirty (30) days prior written notice to the
City.
e. If Vendor fails or refuses to produce or maintain the insurance required by this section or fails
or refuses to furnish the City with required proof that insurance has been procured and is in force and paid
for, the City shall have the right, at the City's election, to forthwith terminate this Agreement. Such
termination shall not effect Vendor's right to be paid for its time and materials expended prior to
notification of termination. Vendor waives the right to receive compensation and agrees to indemnify the
City for any work performed prior to approval of insurance by the City.
6. INDEMNIFICATION
Vendor agrees to and shall indemnify and hold harmless the City, its officers, agents, employees,
Vendors, special counsel, and representatives from liability: (1) for personal injury, damages, just
compensation, restitution, judicial or equitable relief arising out of claims for personal injury, including
death, and claims for property damage, which may arise from the direct or indirect operations of the
City of Santa Ana
Page 4 of 8
25C-8 Exhibit 1
Vendor or its contractors, subcontractors, agents, employees, or other persons acting on their behalf which
relates to the services described in section 1 of this Agreement; and (2) from any claim that personal
injury, damages, just compensation, restitution, judicial or equitable relief is due by reason of the terms of
or effects arising from this Agreement. This indemnity and hold harmless agreement applies to all claims
for damages, just compensation, restitution, judicial or equitable relief suffered, or alleged to have been
suffered, by reason of the events referred to in this Section or by reason of the terms of, or effects, arising
from this Agreement.
7. CONFIDENTIALITY
If Vendor receives from the City information which due to the nature of such information is
reasonably understood to be confidential and/or proprietary, Vendor agrees that it shall not use or disclose
such information except in the performance of this Agreement, and further agrees to exercise the same
degree of care it uses to protect its own information of like importance, but in no event less than
reasonable care. "Confidential Information" shall include all nonpublic information. Confidential
information includes not only written information, but also information transferred orally, visually,
electronically, or by other means. Confidential information disclosed to either party by any subsidiary
and/or agent of the other party is covered by this Agreement. The foregoing obligations of non-use and
nondisclosure shall not apply to any information that (a) has been disclosed in publicly available sources;
(b) is, through no fault of the Vendor disclosed in a publicly available source; (c) is in rightful possession
of the Vendor without an obligation of confidentiality; (d) is required to be disclosed by operation of law;
or (e) is independently developed by the Vendor without reference to information disclosed by the City.
8. CONFLICT OF INTEREST CLAUSE
Vendor covenants that it presently has no interests and shall not have interests, direct or indirect,
which would conflict in any manner with performance of services specified under this Agreement.
9. NOTICE
Any notice, tender, demand, delivery, or other communication pursuant to this Agreement shall
be in writing and shall be deemed to be properly given if delivered in person or mailed by first class or
certified mail, postage prepaid, or sent by telefacsimile or other telegraphic communication in the manner
provided in this Section 9., to the following persons:
To City: Clerk of the City Council
City of Santa Ana
20 Civic Center Plaza (M-30)
P.O. Box 1988
Santa Ana, CA 92702-1988
telefacsimile (714) 647-6956
With courtesy copies to:
Finance and Management Services Agency
Manager of Information Services
City of Santa Ana
20 Civic Center Plaza (M-12)
P.O. Box 1988
Santa Ana, CA 92702-1988
Fax 714-647-5406
City of Santa Ana
Page 5 of 8
25C-9 Exhibit 1
and City Attorney
City of Santa Ana
20 Civic Center Plaza (M-29)
P.O. Box 1988
Santa Ana, California 92702-1988
Fax 714-647-6515
To Vendor: Signature Technology Group, Inc.
1344 Hidden Ranch Drive
Simi Valley, California 93063
Fax 602-470-1112
A party may change its address by giving notice in writing to the other party. Thereafter, any
notice, tender, demand, delivery, or other communication shall be addressed and transmitted to the new
address. If sent by mail, any notice, tender, demand, delivery, or other communication shall be effective
or deemed to have been given three (3) days after it has been deposited in the United States mail, duly
registered or certified, with postage prepaid, and addressed as set forth above. If sent by telefacsimile,
any notice, tender, demand, delivery, or other communication shall be effective or deemed to have been
given twenty-four (24) hours after the time set forth on the transmission report issued by the transmitting
facsimile machine, addressed as set forth above.
10. EXCLUSIVITY AND AMENDMENT
This Agreement represents the complete and exclusive statement between the City and Vendor,
and supersedes any and all other agreements, oral or written, between the parties. In the event of a
conflict between the terms of this Agreement and any attachments hereto, the terms of this Agreement
shall prevail. This Agreement may not be modified except by written instrument signed by the City and
by an authorized representative of Vendor. The parties agree that any terms or conditions of any purchase
order or other instrument that are inconsistent with, or in addition to, the terms and conditions hereof,
shall not bind or obligate Vendor nor the City. Each party to this Agreement acknowledges that no
representations, inducements, promises or agreements, orally or otherwise, have been made by any party,
or anyone acting on behalf of any party, which are not embodied herein.
11. ASSIGNMENT
Inasmuch as this Agreement is intended to secure the specialized services of Vendor, neither
party may assign, transfer, delegate, or subcontract any interest herein without the prior written consent of
the other party, which consent shall not be unreasonably withheld or delayed, and any such assignment,
transfer, delegation or subcontract without the party's prior written consent shall be considered null and
void. Nothing in this Agreement shall be construed to limit the City's ability to have any of the services
which are the subject to this Agreement performed by City personnel or by other vendors retained by
City.
12. DISCRIMINATION
Vendor shall not discriminate because of race, color, creed, religion, sex, marital status, sexual
orientation, age, national origin, ancestry, or disability, as defined and prohibited by applicable law, in the
recruitment, selection, training, utilization, promotion, termination or other employment related activities.
Vendor affirms that it is an equal opportunity employer and shall comply with all applicable federal, state
and local laws and regulations.
City of Santa Ana Page 6 of 8
25C-10 Exhibit 1
13. JURISDICTION - VENUE
This Agreement has been executed and delivered in the State of California and the validity,
interpretation, performance, and enforcement of any of the clauses of this Agreement shall be determined
and governed by the laws of the State of California. The Parties agree that venue shall be located in
Orange County, California.
14. PROFESSIONAL LICENSES
Vendor shall, throughout the term of this Agreement, maintain all necessary licenses, permits,
approvals, waivers, and exemptions necessary for the provision of the services hereunder and required by
the laws and regulations of the United States, the State of California, the City of Santa Ana and all other
governmental agencies. Vendor shall notify the City in a timely manner and in writing of its inability to
obtain or maintain such permits, licenses, approvals, waivers, and exemptions. Said inability shall be
cause for termination of this Agreement.
15. TERMINATION
This Agreement may be terminated by the City upon thirty (30) days written notice of
termination. In such event, Vendor shall be entitled to receive and the City shall pay Vendor compensation
for all services performed by Vendor prior to receipt of such notice of termination, subject to the following
conditions:
a. As a condition of such payment, the Executive Director may require Vendor to deliver to the City
all work products completed as of such date, and in such case such work product shall be the property of the
City unless prohibited by law, and Vendor consents to the City's use thereof for such purposes as the City
deems appropriate.
b. Payment need not be made for work which fails to meet the standard of performance specified in
the Recitals of this Agreement.
16. MISCELLANEOUS PROVISIONS
a. Each undersigned represents and warrants that its signature hereinbelow has the power, authority
and right to bind their respective parties to each of the terms of this Agreement.
b. All Exhibits referenced herein and attached hereto shall be incorporated as if fully set forth in the
body of this Agreement.
City of Santa Ana
Page 7 of 8
25C-11 Exhibit 1
IN WITNESS WHEREOF, the parties hereto have executed this Agreement the date and year first above
written.
ATTEST:
Maria D. Huizar
Clerk of the Council
APPROVED AS TO FORM:
Joseph Straka
Interim City Attorney
Bv:
Laura Sheedy
Assistant City Attorney
RECOMMENDED FOR APPROVAL:
Francisco Gutierrez, Executive Director
Finance & Management Services Agency
CITY OF SANTA ANA
Paul Walters
Interim City Manager
SIGNATURE TECHNOLOGY GROUP, INC.
VENDOR tsignaturel
Name:
Title:
Tax ID#
City of Santa Ana Page 8 of 8
25C-12
Exhibit 1
Request for Proposal
Data Center
Maintenance and Support Services
for
City Of Santa Ana
California
RFP # IS-506
October 2011
issued: October 24, 2011
deadline: 4 p.m. November 17, 2011
25C-13 Exhibit A
Key
Request for Proposal (RFP)
Dates
Issue Date:
Proposers Conference
(see section 3.0 for details)
Submission to City Council
October 24, 2011
November 02, 2011
January, 2012
City of Santa Ana
25C-14
Page 2 of 39
Exhibit A
Selection Notification: January, 2012
Table of Contents
1. GENERAL BACKGROUND AND OBJECTIVE ................................
1.1 Definitions .......................................................................................
1.2 Objective .........................................................................................
1.3 Overview of City Data Center Hardware ........................................
2. SERVICE-RELATED TERMS AND CONDITIONS .......................
2.1 Essential Requirements ..................................................................
2.2 Vendor's Service Strategy ..............................................................
2.3 Pricing .............................................................................................
3. PROPOSERS CONFERENCE .....................................................
4. INSTRUCTIONS TO PROPOSERS .............................................
4.1 Requesting a Copy of the RFP .......................................................
4.2 Where and When to Submit Proposals ..........................................
4.3 Questions Regarding this Request for Proposal (RFP) .................
5. CONTENTS OF AND INSTRUCTIONS TO PROPOSERS ..........
5.1 Section 1. Transmittal Letter/email ................................................
5.2 Section 2. Proposal Response Form .............................................
5.3 Section 2a. Pricing Form ...............................................................
6. PROPOSAL EVALUATION & SELECTION PROCESS ...............
7. TERMS AND CONDITIONS OF SPECIAL NOTE ........................
7.1 Documents to be Construed Together ..........................................
7.2 Errors & Omissions ........................................................................
7.3 Insurance .......................................................................................
7.4 Invoices ..........................................................................................
7.5 Parking ...........................................................................................
7.6 Prices .............................................................................................
7.7 Proof of Authority ...........................................................................
7.8 Reserved Right ..............................................................................
7.9 Taxes .............................................................................................
7.10 Term of Agreement ........................................................................
7.11 Withdrawal of Proposal ..................................................................
TABLES
Table A Summary of City of Santa Ana Data Center Hardware ....
Table B Service Levels for City Data Center Equipment ...............
Table C Evaluation Criteria ............................................................
APPENDICES
Appendix A ... Proposal Response Form .................................................
Appendix B ... Sample Agreement ...........................................................
Appendix C ... Sample Insurance Forms ..................................................
City of Santa Ana
25C-15
.......... 4
......... 4
.......... 5
.......... 5
......... 6
.......... 6
.......... 8
.......... 9
....... 10
....... 10
........ 10
........10
........ 12
....... 12
........ 12
........ 12
........ 12
....... 13
....... 14
........ 14
........ 14
........14
........15
........16
........ 16
........ 16
........ 16
........ 16
........ 16
........ 16
.5
.8
13
18
30
37
Page 3 of 39
Exhibit A
1. GENERAL BACKGROUND AND OBJECTIVE
1.1 DEFINITIONS
The following words as used in this Request for Proposal (RFP) shall be understood to
refer respectively to:
Word in RFP Definition
"Agreement" The legal contract entered into between the City and selected Vendor
to provide the products, to perform the services, and to provide the
maintenance support under terms and conditions in this RFP, the
selected Vendor's proposal and the mutually signed legal contract.
"City" The City of Santa Ana, California
"Close-out" Close-out is the event in which the City Data Center Staff accepts and
approves the Vendor's response to the City's request for service and
marks the end of service needs for the specific incident.
"Condition of The acceptable condition of a system for which service has been
System at Close requested after a predefined elapsed time period and after the
Out" Vendor's service/repairs are deemed by the City successfully
completed.
"Contractor" Means the same and is used interchangeably with the term "Vendor."
"Data Center Staff" The City of Santa Ana data center support team who may initiate and
close-out a request for service under the terms of this Agreement.
"Department" The several City departments and agencies therein.
"Firm" Means the same and is used interchangeable with the term "Vendor".
"Maximum The elapsed time from the moment City contacts the Vendor by either
Response" phone or email requesting support to the instance when the Vendor's
support staff reports on-site at the City data center.
"OEM" Original Equipment Manufacturer.
"Proposer" The person, firm or corporation who is responding to this request for
proposal.
"Return-to-Service The elapsed time from opening of service request to time City closes
Time" request.
"RFP" Request for Proposal which refers to this document.
"SLA" Service Level Agreement is the set of quantified values and
descriptors which measure the quality and speed of the Vendor's
response to services identified under this Agreement
"Vendor" The agreement is made by said City with the agent or legal
representative who may be appointed to represent such person, firm
or corporation in the signing and performance of said agreement.
City of Santa Ana
Page 4 of 39
25C-16 Exhibit A
1.2 OBJECTIVE
The City of Santa Ana is seeking data center maintenance support for server-class
computers, tape drives and console gear. This support would cover existing legacy
equipment and possible new purchases of equipment. Services would be performed in the
City's data centers in Santa Ana City Hall and the Santa Ana Police Department Building.
Other sites may be added at anytime but would be within the geographical limits of the
City.
1.3 OVERVIEW OF CITY DATA CENTER HARDWARE
The City of Santa Ana operates two data centers: (a) the City Hall data center and (b) the
Santa Ana Police Department data center. A summary of the pertinent hardware in these
data centers is listed in Table A.
Table A. Summary of City of Santa Ana Data Center Hardware
Model Description Quantity
PE2950 Dell Powered e 6
TQ810LL/A Promise V-Trak E-Class 6
TQ812LL/A Promise V-Trak J-Class 6
ZOE7 Apple Controller 2
403321-B21 Blades stem c7000 Enclosure 2
447707-B21 ProLiant BL460cG1 8
404707-B21 ProLiant BL480cG1 2
308724-001 Proliant DL360G3 1
367007-405 Proliant DL360G4 1
382147-405 Proliant DL360G4 2
389831-405 Proliant DL360G4 7
399524-B21 Proliant DL360G5 6
435944-001 Proliant DL360G5 4
457924-001 Proliant DL360G5 2
459960-005 Proliant DL360G5 2
490666-001 Proliant DL360G5 2
484184-B21 Proliant DL360G6 1
301111-001 Proliant DL380G3 6
333704-001 Proliant DL380G3 1
333705-001 Proliant DL380G3 1
349201-001 Proliant DL380G3 8
371293-405 Proliant DL380G4 5
383891-405 Proliant DL380G4 7
391835-B21 Proliant DL380G5 9
433524-001 Proliant DL380G5 2
433525-001 Proliant DL380G5 1
459584-005 Proliant DL380G5 2
AG771A Proliant DL380G5 4
494329-B21 Proliant DL380G6 11
201203-001 Proliant DL580G2 1
202176-001 Proliant DL580G2 2
325134-001 Proliant DL580G2 1
City of Santa Ana
Page 5 of 39
25C-17 Exhibit A
262586-621 IP KVM 3x1x16 10
AF602A IP KVM 4x1x16 1
P4639AV Netserver LP2000r 1
J1470A Rack mount Flip-up KBD/Monitor 4
221546-001 Rack mount Flip-up KBD/Monitor TFT5600 4
AG052A Rack mount Flip-up KBD/Monitor TFT7600 2
AJ926A Stora eWorks 20121 Modular Smart Array 2
AJ750A Stora eWorks 20121 Modular Smart Array 1
302970-1321 Stora eworks MSA30 4
364430-1321 Stora eworks MSA50 4
418800-B21 Stora eworks MSA70 4
AG117A Stora eworks MSL2024 1
AJ037A Stora eworks MSL4048 4
190211-001 Stora eworks 4354R 7
C9529CB Surestore Tape Library 2/40 LVDS Ultrium 1
2. SERVICE-RELATED TERMS AND CONDITIONS
2.1 Essential Requirements
In any agreement resulting from this Request for Proposal (RFP), the City considers the
following requirements to be essential.
Should the prospective vendor have an alternative perspective, the Vendor should provide
an explanation in their proposal along with the specifics of the Vendor's alternative
option/s.
2.1.1 Equipment covered
2.1.1.1 The Vendor must disclose in its proposal any model of equipment
identified by the City as part of its current inventory for which it will not
provide the full range of services included in this RFP and/or would
terminate all or part of service prior to end of the term of the agreement.
2.1.1.2 The City may add and/or remove equipment from the coverage of the
agreement with 15 days prior written notice (i.e. letter, fax, or email).
2.1.2 Break-Fix
2.1.2.1 Simply put, if something covered under the agreement breaks, the City
expects the Vendor to return it to at least manufacturer's original
equipment specifications within the time frame defined in the agreement.
2.1.3 Support Services
2.1.3.1 Help desk phone support must be available 24x7x365 and not have a wait
time over 15 minutes to speak to a support engineer.
2.1.3.2 Help desk assistance for the City's efforts in self-help. This consists of
advice on new configurations, new hardware configurations and
troubleshooting issues while waiting for an onsite engineer to arrive.
2.1.4 Service Requests
2.1.4.1 The City must be able to initiate a request for support 24x7x365.
City of Santa Ana
Page 6 of 39
25C-18 Exhibit A
2.1.4.2 Service requests can be submitted to the vendor via toll-free phone
number and via web.
2.1.4.3 The City shall assign the level of severity to each service request.
2.1.4.4 The City shall determine when a service call has reached Close-Out. Only
at this time can the ticket be deemed completed.
2.1.5 Staffing
2.1.5.1 Vendor's staff to work on the City site must be able to pass a Santa Ana
Police Department (SAPD) background check.
2.1.5.2 The City reserves the right to not accept or to have a service staffer
removed for any reason.
2.1.6 Parts
2.1.6.1 All parts must be new and built to original equipment specifications. Any
exceptions require prior written approval from the City.
2.1.6.2 If it is the Proposer's intention to use remanufactured or recertified parts as
part of their maintenance and service for City equipment, the Proposer
must identify that parts replacement approach in their proposal.
2.1.6.3 Upon request, the City will make available to the Vendor on-site storage
space for some Vendor spare parts storage. If a Proposer is interested in
this option, they need to provide an explanation of how inventory control
would be handled for on-site stored spare parts.
2.1.7 Invoicing [note: special interest item for proposal evaluation]
2.1.7.1 The Vendor must provide the City with a monthly invoice detailing specific
services by specific equipment provided by the Vendor and for which the
Vendor seeks payment under the terms of the agreement.
2.1.7.2 The format and details of the invoice will be agreed upon before any
billable services can begin.
2.1.8 Sub-contracting
2.1.8.1 The Vendor may not subcontract any part of the services under this
agreement or use non-employees to perform those services without the
prior expressed written approval of the City.
2.1.9 Service Level
2.1.9.1 Proposers are asked to respond on their ability to meet the identified
service level and to provide separate pricing for each model of Data
Center equipment for which the City seeks maintenance and support (see
Table B).
City of Santa Ana
Page 7 of 39
25C-19 Exhibit A
Table B. Service Levels for Citv Data Center Equipment
Maximum Maximum Return- Condition of Condition of System at Close Out
Phone Onsite To- System at
Response Response Service Intermediate Period
Time Time Time of Time
15 3 6 not applicable System restored to full functionality.
minutes hours hours No work-arounds or temporary parts
allowed without prior City
authorization.
2.2 Vendor's Service Strategy
Rather than dictate all the terms of the services, the City would like to take advantage of
the considerable experience and expertise of the proposing Vendors. The City is looking
for the Vendor to offer and describe the methods, processes and service levels that they
would propose as appropriate for maintaining the equipment in the City data centers.
The City seeks to understand the Vendor's service strategy in the following areas and has
included questions of interest.
Prospective vendors are encouraged to explain other aspects of their service strategy that
they feel differentiate their ability to provide quality and timely maintenance services to the
City.
2.2.1 Service Request Procedures
2.2.1.1 How would the City initiate a request for service?
2.2.1.2 How would a service request be closed out?
2.2.2 Help Desk [note: special interest item for proposal evaluation]
2.2.2.1 Explain the Vendor's help desk service strategy.
2.2.2.2 Does the help desk staff do more than take customer requests for service?
If so, explain.
2.2.2.3 What is the expected wait time during regular business hours and after
hours?
2.2.2.4 Where is the help desk physically located?
2.2.2.5 What is the knowledge level of the help desk staff?
2.2.2.6 Do the help desk staff have technical certifications? If so, explain.
2.2.2.7 Does the help desk staff have access to HP bug logs, problem fix records
and technical documents?
2.2.2.8 Does the help desk staff have the experience to engage in interactive
troubleshooting of complex events with the City's technical staff? If so, is
this a regular part of the Vendor's help desk service?
2.2.2.9 How would the Proposer compare their help desk service to that of HP's
Contract Support?
2.2.3 Escalation Procedures
2.2.3.1 What are the procedures for regular business hours and after-hours
escalation?
2.2.3.2 What level of Vendor's management are involved in escalations and how?
City of Santa Ana
Page 8 of 39
25C-20 Exhibit A
2.2.4 Parts availability
2.2.4.1 How would parts availability be measured?
2.2.4.2 How available would parts be?
2.2.4.3 What if a part is not readily available?
2.2.5 Staffing
2.2.5.1 Is a primary responder designated?
2.2.5.2 How many staff and with what skills would be assigned to provide services
to the City?
2.2.5.3 How would the competence of the Vendor's staff be established?
2.2.5.4 What skills will be provided?
2.2.5.5 What would be the availability of on-site engineers and help desk
engineers?
2.2.5.6 How would the service staff be trained and certified on existing equipment
and any new equipment?
2.2.5.7 How long will it take for the service staff to reach full competence on new
equipment?
2.2.5.8 What type of oversight and quality control is provided to field staff and help
desk staff?
2.2.6 Service Level Agreement
2.2.6.1 Is there a system of severity levels used to triage support requests?
2.2.6.2 Commitment to SLA reflected by Vendor's willingness to pay refunds for
missing service levels.
2.3
Pricing
2.3.1 Multi-Year Discount. The City seeks pricing for an initial agreement term of three
[3] years. Proposers must provide pricing which is fixed by specific model of
equipment for this initial term.
2.3.2 Customer Loyalty Discount. The City seeks pricing for each of two optional
additional one-year terms.
2.3.3 The Proposer is asked to explain the method they will follow to set the price for
additional future models of equipment that the City elects to add for covered
service but not identified in their original proposal.
2.3.4 Proposals from the Vendor must fully disclose any and all charges that the City
would be subject to from the Vendor under an agreement resulting from this
proposal.
City of Santa Ana
Page 9 of 39
25C-21 Exhibit A
3.0 PROPOSERS CONFERENCE
3.1 A non-mandatory proposers conference will be held:
Date: November 02, 2011
Time: 10:00 a.m.
Location: Santa Ana City Hall
City Council Chamber
20 Civic Center Plaza
Santa Ana, CA 92701
Directions: http://www.santa-ana.org/ISD/map_to_city_hall.pdf
3.2 The purpose of the conference is to clarify any questions related to the RFP. Any
significant changes to the specifications, as a result of the discussions at the pre-proposal
conference, will be communicated to all companies that have received the proposal
package from the City.
Attendance at the pre-proposal conference is not mandatory but is recommended.
4.0 INSTRUCTIONS TO PROPOSERS
4.1 Requesting a Copy of the RFP
Copies of this RFP may be requested from:
• By mail: City of Santa Ana
Information Services (M-12)
P.O. Box 1988
20 Civic Center Plaza
Santa Ana, CA 92702
• By phone: 714-647-5471
• By Fax: 714-647-5406
(Caution: do not submit proposals via fax)
• By email: datacentermaintenance@santa-ana.org
4.2 Where and When to Submit Proposals
Proposals shall be prepared and submitted in accordance with the requirements set forth
in the RFP.
City of Santa Ana
Page 10 of 39
25C-22 ExhibitA
Proposals must be received by the Information Services Division,
regardless of delivery method, on or before:
17 November, 20110 4:00 p.m.
• Hard Copy Delivery:
The Proposer will submit an original and two copies (total of three) of its
proposal in a package bearing the firm's name and address and clearly
marked as follows:
Proposal to Provide
Data Center Maintenance and Support Services
for
the City of Santa Ana
if walked in: if mailed:
City of Santa Ana City of Santa Ana
Information Services Information Services, M-12
Room B-22 P.O. Box 1988
Basement City Hall Santa Ana, CA 92702
20 Civic Center Plaza
Santa Ana, CA 92701
Directions: http://www.santa-ana.org/ISD/map_to_city_hall.pdf
• Electronic Mail (email) Delivery:
The Proposer may transmit its proposal via email to:
datacentermaintenance(a?santa-ana.org
Subject: Proposal for Data Center Maintenance and Support Services
Be sure to attach any additional material, documents, etc. to be
considered.
• Facsimile transmission (FAX) delivery is not acceptable.
Please note that this is not a bid and therefore there is no formal "bid opening." This is a
proposal and as such, the City's proposal procedures apply.
City of Santa Ana
Page 11 of 39
25C_23 ExhibitA
4.3 Questions Regarding this Request for Proposal (RFP)
Requests for information, technical questions, questions regarding this RFP or the process
may be directed to:
Tom Gergen
Manager of Information Services
Information Services Division
phone: 714-647-6958
email: tgergen@santa-ana.org
Address: City of Santa Ana
Information Services (M-12)
P.O. Box 1988
20 Civic Center Plaza
Santa Ana, CA 92702
Attn: Tom Gergen
Questions regarding this Request for Proposal should be directed only to the person
designated above. Do not contact any other City employee or official regarding this RFP
5.0 CONTENTS OF PROPOSAL
Proposals submitted in response to this RFP will consist of the following Sections:
Section # Proposal Parts
1. A transmittal letter [optional]
2. A proposal response form
3. A price proposal form
Each of the substantive components is discussed in more detail below.
5.1 Section 1. Transmittal Letterlemail [optional]
May contain any introductory information at the Proposers discretion.
5.2 Section 2. Proposal Response Form
A Proposal Response Form for the service proposal has been provided in Appendix A.
Proposers must complete this provided form or submit a separate response which
addresses each and every item on the form.
This proposal is intended to provide the City with an understanding of the Proposer's
qualifications and ability to provide the specific services and support sought by the City
(see Section 2).
5.3 Section 2a. Pricing Form
A Pricing Form for the Proposer's price proposal has been provided as Appendix A,
Section 2a. Pricing Form.
City of Santa Ana
Page 12 of 39
25C_24 Exhibit A
This price proposal is intended to identify for the City every charge associated with
providing the services, products and operational system sought by the City and additional
efforts offered by the Proposer.
The City considers clarity in explanation/description of cost items to be critically important.
6.0 PROPOSAL EVALUATION & SELECTION PROCESS
To assess qualifications in providing the services sought by the City, every Proposer must
complete and submit the Proposal Response Form and a Price Proposal Form (Appendix
A) or submit a separate response which addresses each item cited in Appendix A for
which they are proposing.
Step 1.
The City's procurement process is based upon open competition through a defined
evaluation and selection process. There are required inputs and deadlines to which
there are no exceptions. The City will ensure that all Proposers strictly abide by these.
It is the Proposer's task to demonstrate its ability to perform the specific services and
provide the specific products identified in this RFP.
Based on the information provided on the Proposal Response Form (Appendix A), each of
the Proposers will be evaluated by a City selection team as to their qualifications and will be
assigned a score. Note that proposed price is only one of several criteria. It is not the City's
intention to exclude very high bids or to automatically award an agreement to the Proposer
of the lowest price for services.
The City is attempting to get the best balance of service, value and price. The selection
recommendation will be based on the accumulated point score for all criteria. Applicants will
be evaluated on the following criteria with possible scoring points:
Table C. Evaluation Criteria
Criteria Possible Points
Qualifications to provide required services 20
including experience/quality of technical service staff, account support
staff, & administrative support
[key focus: invoicing]
References max of three 30
[key focus: client experience with similar type and quantities of equipment
under similar service levels complexity]
Service Strategy to provide required services 20
including ability and methodology to execute on proposed services
Pricing 30
Total 100
City of Santa Ana
Page 13 of 39
25C_25 ExhibitA
Step 2.
An interview by the evaluation team may be required for clarification purposes. However,
only the top rated Proposers will be asked to participate in the interview process.
Step 3.
Based on the evaluation of the City selection team, a recommendation will be made to the
City Council to authorize an agreement between the City and the selected Vendor.
Notification of selection will occur only after the City Council authorization action.
Step 4.
After an authorization to proceed by City Council, the City will offer the selected Vendor an
agreement to provide the service described in this RFP. A sample agreement can be
found in Appendix B.
7.0 TERMS AND CONDITIONS OF SPECIAL NOTE
7.1 Documents to be Construed Together
The Request for Proposal and the Agreement to be entered into between the Vendor and
the City, and all modifications of said documents, shall be construed together as one
document.
7.2 Errors & Omissions
Proposer shall not be allowed to take advantage of any errors in or omissions in the
Request for Proposal. Full instructions will be given if such error or omission is discovered
and timely called to the attention of the City.
7.3 Insurance
Proof of insurance is not required to be submitted with the proposal, but will be required
prior to the City's award of the contract. Proposers should carefully consider the City
insurance requirements and the related documentation. Proposals should be based
on full and complete compliance with all parts and directions.
7.3.1 The Vendor will be required to have the following insurance:
a. Commercial general liability - $1,000,000 or more covering bodily injury and
property damage per occurrence.
b. Business Auto including owned, non-owned, and hired vehicles - $1,000,000 or
more covering bodily injury and property damage per occurrence.
c. Workers' Compensation Coverage for employees, unless the Vendor is a sole
proprietor with NO employees.
City of Santa Ana
Page 14 of 39
25C_26 ExhibitA
7.3.2 The Vendor will be required to provide the following insurance documents that
contain specific modifications before any work can commence:
a. Complete and provide an Additional Insured Endorsement form.
(1) See Appendix C for City's preferred Additional Insured Endorsement
form.
b. Complete with modifications and provide a Certificate of Insurance form.
(1) Include in the "Certificate Holder" block (left bottom corner) the statement:
CITY OF SANTA ANA, ITS OFFICERS, AGENTS AND EMPLOYEES
P.O. BOX 1988
SANTA ANA, CA 92702
(2) Modify the "Cancellation" block to read:
SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE
THE EXPIRATION DATE THEREOF, THE ISSUING COMPANY WILL E'` DEAVO TO MAIL *30 DAYS WRITTEN NOTICE TO THE CERTIFICATE HOLDER NAMED
TO THE LEFT, BUT FAILURE TO MAIL SUCH NOTICE SN A r 1 !MPOS NO
OBLIGATION O I I A B11 iTY OF A ATV KIND UPON T_ HE CQ_ AI D A NY, ITC AGENTS
I DI ]i2\I ISIS\D IIID
O REPRESENTATIVES
(3) See Appendix C for sample of a properly completed Certificate of Liability
Insurance form.
c. Insurance companies may be California admitted or non-admitted carriers. If
non-admitted, they need to be licensed to do business in California and proof
may be required.
d. Vendors who self-insure Workers' Compensation must submit a copy of their
Certificate to Consent to Self-Insure from the State of California and provide
third party administration information, if applicable.
(1) See Appendix C for sample of a proof of Workers' Compensation
Insurance form.
7.4 Invoices
Invoices, submitted in duplicate, shall be mailed to:
City of Santa Ana
Information Services (M-12)
P.O. Box 1988
Santa Ana, CA 92702
The Agreement number must appear on all invoices.
City of Santa Ana
Page 15 of 39
25C_27 ExhibitA
The City will pay invoices 30 days after receipt of invoice and approval of service by the
Manager of Information Services.
7.5 Parking
The City will attempt to provide for parking adjacent to supported facilities. However, the
City cannot guarantee availability of parking; in which case, the Vendor must bear the cost
of alternative parking.
7.6 Prices
No increase in price from those initially proposed and covered by the Agreement will be
allowed during the period covered by this agreement without the City's concurrence and
prior approval.
7.7 Proof of Authority
If the Proposer is a corporation, formal proof of the authority of the officer signing the
Proposer's proposal to bind the corporation must be submitted and will be required prior to
the City's award of the agreement. A copy of the corporate resolution or minutes can be
adequate proof. A simple letter is not sufficient.
7.8 Reserved Right
The City reserves the right to reject any and all proposals and any item or items therein,
and to waive any non-conformity of proposals with this RFP, whether of a technical or
substantive nature, as the interest of the City may require.
7.9 Taxes
Prices proposed shall include all applicable taxes.
7.10 Term of Agreement
The term of this Agreement shall be for three years. The City of Santa Ana reserves the
right to exercise an option renewing this Agreement for an additional two (2) one-year
periods, if the prices (do not increase more than 5% annually), terms, and conditions are
acceptable to both parties.
This term is subject to final approval by the Santa Ana City Council.
7.11 Withdrawal of Proposal
Any requests to withdraw a proposal must be submitted in writing (via letter or email).
City of Santa Ana
Page 16 of 39
25C_28 ExhibitA
Appendices
Appendix A - Proposal Response Form
Appendix B - Sample Agreement
Appendix C - Sample Insurance Forms
City of Santa Ana
25C-29
Page 17 of 39
Exhibit A
APPENDIX A - Proposal Response Form
(Fill in this form or submit a separate response which addresses each item.)
Proposal to Provide
Data Center Maintenance and Support Services
for the City of Santa Ana
Section 1. Transmittal Letter/email [optional]
Proposing Vendors may include a transmittal letter/email which may, at their discretion, contain
any introductory information that the Vendor feels is relevant.
Section 2. Proposal Response Form
Name of Proposing Firm:
Vendor's Principal Location:
Vendor's Location that will service the City:
Contact Name for Proposal:
Phone Number:
Fax Number:
email address
Please submit answers to the following questions
(Note: Proposer may attach additional or substitute pages as needed to complete responses.)
Vendor Qualifications
1. Short summary description of the organization and major services offered by your firm.
2. Short summary description of the ownership.
APPENDIX A Proposal Response Form
City of Santa Ana
25C-30
Page 18 of 39
Exhibit A
(Continued)
3. The number of years that the Proposer has been in the business of providing maintenance
and support services on serve-class computer equipment/systems.
(If company name or ownership has changed of the period cited, please note and explain.)
Years:
4. Has your firm had a contract terminated for cause within the last 3 years? If so, briefly
explain the circumstances.
5. Has either a customer or a subcontractor/vendor/manufacturer sued your firm in the last 3
years? If so, briefly explain the circumstances.
6. Identify and provide evidence of the Proposer's certification/authorizations to provide HP
maintenance services and support on HP systems/equipment identified in section 1.3 of
the RFP.
City of Santa Ana
Page 19 of 39
25C-31 Exhibit A
APPENDIX A Proposal Response Form
(Continued)
7. References
Provide a MAXIMUM of three (3) references from government agencies or commercial
firms that will attest to your firm's ability within the last three years to provide work similar
in scope sought by the City in this RFP.
Reference One:
Name of Client
Location where work was performed
Knowledgeable contact (name)
Contact's title
Contact' email address
Contact's phone number
Approximate period during which the services
were provided
Description of service provided
Reference Two:
Name of Client
Location where work was performed
Knowledgeable contact (name)
Contact's title
Contact' email address
Contact's phone number
Approximate period during which the services
were provided
Description of service provided
Reference Three:
Name of Client
Location where work was performed
Knowledgeable contact (name)
Contact's title
Contact' email address
Contact's phone number
Approximate period during which the services
were provided
Description of service provided
City of Santa Ana
Page 20 of 39
25C_32 ExhibitA
APPENDIX A Proposal Response Form
(Continued)
8. Essential Requirements
City Required Terms and Conditions Accept Decline Identify any Alternatives
exce tions l
E ui ment covered F
The Vendor must disclose in writing in its ? Yes
proposal any model of equipment identified by
the City as part of its current inventory for which
the Vendor will not provide the full range of
services included in this RFP and/or would
terminate all or part of service prior to end of the
term of the agreement.
ref: section 2.1.1.1
The City may add and/or remove equipment from ? Yes ? No
the coverage of the agreement with 15 days prior
written notice (i.e. letter, fax, or email).
ref: section 2.1.1.2
Break-Fix
Simply put, if something covered under the ? Yes ? No
agreement breaks, the City expects the Vendor
to return it to at least manufacturer's original
equipment specifications within the time frame
defined in the agreement.
ref: section 2.1.2.1
Support Services
Help desk phone support must be available ? Yes ? No
24x7x365 and not have a wait time over 15
minutes to speak to a support engineer.
ref: section 2.1.3.1
Help desk assistance for the City's efforts in self- ? Yes ? No
help. This consists of advice on new
configurations, new hardware configurations and
troubleshooting issues while waiting for an onsite
engineer to arrive.
ref: section 2.1.3.2
Service Requests
The City must be able to initiate a request for ? Yes ? No
support 24x7x365.
ref: section 2.1.4.1
Service requests can be submitted to the vendor ? Yes ? No
via toll-free phone number and via web.
ref: section 2.1.4.2
The City shall assign the level of severity to each ? Yes ? No
service request.
ref: section 2.1.4.3
The City shall determine when a service call has ? Yes ? No
reached Close-Out. Only at this time can the
ticket be deemed completed
ref: section 2.1.4.4
City of Santa Ana
Page 21 of 39
25C-33 ExhibitA
APPENDIX A Proposal Response Form
(Continued)
City Required Terms and Conditions Accept Decline Identify any exceptions Alternatives
(explain)
Staffing
Vendor's staff to work on the City site must be ? Yes ? No
able to pass a Santa Ana Police Department
background check.
ref: section 2.1.5.1
The City reserves the right to not accept or to ? Yes ? No
have a service staffer removed for any reason.
ref: section 2.1.5.2
Parts
All parts must be new and built to original ? Yes ? No
equipment specifications. Any exceptions require
prior written approval from the City.
ref: section 2.1.6.1
If it is the Proposer's intention to use ? Yes ? No
remanufactured or recertified parts as part of
their maintenance and service for City
equipment, the Proposer must identify that parts
replacement approach in their written proposal.
[ref: section 2.1.6.2]
Description:
Upon request, the City will make available to the ? Yes ? No
Vendor on-site storage space for some Vendor
spare parts storage. If a Proposer is interested in
this option, they need to provide an explanation
of how inventory control would be handled for on-
site stored spare parts.
[ref: section 2.1.6.3]
Explanation:
Invoicing [note: special interest item for proposal evaluation]
The Vendor must provide the City with a monthly ? Yes ? No
invoice detailing specific services provided by the
Vendor and for which the Vendor seeks payment
under the terms of the agreement.
ref: section 2.1.7.1
The format and details of the invoice will be ? Yes ? No
agreed upon before any billable services can
begin.
ref: section 2.1.7.2
Sub-contracting
The Vendor may not subcontract any part of the ? Yes ? No
services under this agreement or use non-
employees to perform those services without the
prior expressed written approval of the City.
ref: section 2.1.8.1
City of Santa Ana
Page 22 of 39
25C-34 Exhibit A
APPENDIX A Proposal Response Form
(Continued)
9. Vendor's Service Strategy
In an effort to better understand your firm's service strategy, the City has identified some specific
interest areas. Please provide a brief description of your firm's approach, procedures or methods to
each of the following:
In addition, supply a short response to each of the City's questions relating to the interest area.
City Interest Areas relating to Data Center
Maintenance and Support
0 Related questions Response Vendor's Service Strategy
Service Request Procedures
How would the City initiate a request
for service?
uest be
How would a service re
q
closed out?
[ref: section 2.2.1]
Help Desk
0 Explain the Vendor's help desk
service strategy.
desk staff do more than
Does the hel
p
take customer requests for service? If
so, explain?
ected wait time during
0 What is the ex
p
regular business hours and after
hours?
Where is the help desk physically
located?
0 What is the knowledge level of the
help desk staff?
Do the help desk staff have technical
explain?
certifications? If so
,
Does the help desk staff have access
to HP bug logs
problem fix records
,
and technical documents?
City of Santa Ana
Page 23 of 39
25C-35 ExhibitA
APPENDIX A Proposal Response Form
(Continued)
City Interest Areas relating to Data Center
Maintenance and Support
® Related questions Response Vendor's Service Strategy
Help Desk (continued)
Does the help desk staff have the
experience to engage in interactive
troubleshooting of complex events
with the City's technical staff? If so, is
'
s
this a regular part of the Vendor
i
?
l
k
h
d
ce
p
es
serv
e
are
oser com
ld the Pro
H
p
p
ow wou
their help desk service to that of HP's
Contract Support?
e level of the
the knowled
Wh
t i
g
a
s
help desk staff?
[ref: section 2.2.21
Escalation Procedures
0 What are the procedures for regular
business hours and after-hours
escalation?
ement
vel of Vendor's mana
0 Wh
t l
g
a
e
are involved in escalations and how?
[ref: section 2.2.3]
Parts availability
How would parts availability be
measured?
arts be?
How available would
p
available?
art is not readil
What if a
y
p
[ref: section 2.2.4]
Staffing
0 Is a primary responder designated?
staff and with what skills
0 How man
y
would be assigned to provide services
to the City?
City of Santa Ana
Page 24 of 39
25C-36 ExhibitA
APPENDIX A Proposal Response Form
(Continued)
City Interest Areas relating to Data Center
Maintenance and Support
® Related questions Response Vendor's Service Strategy
Staffing (continued)
How would the competence of the
Vendor's staff be established?
rovided
ill be
Wh
kill
t
p
s w
a
s
of on-
ld be the availabilit
t wo
0 Wh
y
a
u
site engineers and help desk
engineers?
ld the service staff be trained
H
ow wou
and certified on existing equipment
and any new equipment
will take for the service staff
0 How lon
g
to reach full competence on new
equipment?
ht and quality
e of oversi
0 What t
g
yp
control is provided to field staff and
help desk staff?
[ref: section 2.2.5]
Service Level Agreement
Is there a system of severity levels
used to triage support requests?
Reflecting their commitment to SLA
,
does the Vendor pay refunds for
missing service levels?
[ref: section 2.2.61
City of Santa Ana
Page 25 of 39
25C-37 ExhibitA
APPENDIX A Proposal Response Form
(Continued)
10. Proposers are encouraged to explain other aspects of their service strategy that they feel
differentiate their ability to provide quality and timely maintenance services to the City.
[ref: section 2.2]
City of Santa Ana
Page 26 of 39
25C-38 ExhibitA
APPENDIX A Proposal Response Form
(Continued)
Section 2b. Pricing Form
11. Identify your firm's ability to support each maintenance service level listed below, any exceptions,
any alternatives, proposed pricing and any and all other associated charges.
[ref: section 2.3.1]
Maximum Phone Response Time 15 minutes
Maximum Response Time 3 hours
Return-To-Service Time 6 hours
Condition of System at
Intermediate Period of Time Not applicable
Condition of System at Close Out System restored to fully functionality.
No work-arounds or temporary parts allowed.
Vendor can and will support these
maintenance service levels ? Yes
? No
Identify any exceptions
Alternatives
(explain)
12. Multi-Year Discount. The City seeks pricing for an initial agreement term of three [3] years.
Proposers must provide pricing which is fixed by specific model of equipment for this initial term.
[ref: section 2.3.21
Term of agreement for Data Center Pricing Discount Describe how three [3] year term pricing would
support and maintenance different from a one-year term pricing [e.g.
discount, etc.
3 years ? No
? Yes
13. Customer Loyalty Discount. The City seeks pricing for each of two optional additional one-year
terms.
[ref: section 2.3.3]
Term of agreement for Data Center Pricing Discount Describe how additional one-year term pricing
support and maintenance would different from single year term pricing [e.g.
discount, etc.
Two optional additional one-year ? No
terms ? Yes
City of Santa Ana
Page 27 of 39
25C-39 ExhibitA
APPENDIX A Proposal Response Form
(Continued)
14. Complete the following table to identity proposed pricing.
Dririnn Tnhln- Prnnn¢arl Pricinn fnr nnaintannnra/Sunnort for Citv Data Center Hardware
odel
escription
Proposed
Monthly
Pricing for
Initial 3-year
Term Proposed
Monthly
Pricing for
First
Optional Is'
year Term Proposed
Monthly
Pricing for
First
Optional 2""
year Term
PE2950 Dell Powered e $ $ $
TQ810LUA Promise V-Trak E-Class $ $ $
TQ812LL/A Promise V-Trak J-Class $ $ $
ZOE7 Apple Controller $ $ $
403321-1321 Blades stem c7000 Enclosure $ $ $
447707-621 ProLiant BL460cG1 $ $ $
404707-1321 ProLiant BL480cG1 $ $ $
308724-001 Proliant DL360G3 $ $ $
367007-405 Proliant DL360G4 $ $ $
382147-405 Proliant DL360G4 $ $ $
389831-405 Proliant DL360G4 $ $ $
399524-1321 Proliant DI-360G5 $ $ $
435944-001 Proliant DL360G5 $ $ $
457924-001 Proliant DL360G5 $ $ $
459960-005 Proliant DI-360G5 $ $ $
490666-001 Proliant DI-360G5 $ $ $
484184-B21 Proliant DL360G6 $ $ $
301111-001 Proliant DL380G3 $ $ $
333704-001 Proliant DL380G3 $ $ $
333705-001 Proliant DL380G3 $ $ $
349201-001 Proliant DL380G3 $ $ $
371293-405 Proliant DL380G4 $ $ $
383891-405 Proliant DL380G4 $ $ $
391835-B21 Proliant DL380G5 $ $ $
433524-001 Proliant DI-380G5 $ $ $
433525-001 Proliant DL380G5 $ $ $
459584-005 Proliant DL380G5 $ $ $
AG771A Proliant DL380G5 $ $ $
494329-1321 Proliant DI-380G6 $ $ $
201203-001 Proliant DL580G2 $ $ $
202176-001 Proliant DI-580G2 $ $ $
325134-001 Proliant DL580G2 $ $ $
262586-1321 IP KVM 3x1x16 $ $ $
AF602A IP KVM 4x1x16 $ $ $
P4639AV Netserver LP2000r $ $ $
J1470A Rack mount Flip-up KBD/Monitor $ $ $
221546-001 Rack mount Flip-up KBD/Monitor TFT5600 $ $ $
AG052A Rack mount Flip-up KBD/Monitor TFT7600 $ $ $
AJ926A Storage rks 20121 Modular Smart Array $ $ $
AJ750A Stora eWorks 2012i Modular Smart Array $ $ $
302970-621 Stora eworks MSA30 $ $ $
364430-B21 Stora eworks MSA50 $ $ $
418800-621 Stora eworks MSA70 $ $ $
AG117A Stora eworks MSL2024 $ $ $
AJ037A Stora eworks MSL4048 $ $ $
190211-001 Stora eworks 4354R $ $ $
C9529CB Surestore Tape-Library 2/40 LVDS Ultrium $ $ $
City of Santa Ana
Page 28 of 39
25C-40 Exhibit A
APPENDIX A Proposal Response Form
(Concluded)
15. Explain the method that your firm proposes to set the price for additional models of equipment not
identified in any original agreement.
[ref: section 2.3.4]
16. Identify any and all charges that the City would be subject to from your firm under an agreement to
provide the City with Data Center support and maintenance.
[ref: section 2.3.5]
City of Santa Ana
Page 29 of 39
25C-41 Exhibit A
APPENDIX B - Sample Agreement
AGREEMENT BETWEEN THE CITY OF SANTA ANA
AND
THIS AGREEMENT (said Agreement), made and entered into this day of January 2012 by
and between (hereinafter "Vendor" or " "), and the City of Santa Ana, a
charter city and municipal corporation organized and existing under the Constitution and laws of the State
of California (hereinafter "City"). These entities are hereinafter sometimes jointly referred to as
"PARTIES" and individually as "PARTY".
RECITALS
A. The City makes extensive use of its computing environment to support key business
operations in every City Agency and Department.
B. Key computer-based services such as electronic mail, Internet access, secure data storage, as
well as computer applications such as payroll, SAPIN etc. operate on server-class computers
in the City and Police Computer Centers.
C. Due to the critical nature of these services and applications to the daily operation of the City, the
City desires to retain a vendor having special skill and knowledge in the field of maintenance of
"server-class" computers and related equipment. Further, City desires to retain a vendor that will
provide hardware maintenance service to the City for "24 hours per day, 7 days a week".
D. Vendor represents that Vendor is able and willing to provide the services to the City, which are
set forth in the Exhibits attached hereto and listed in Section I.A. below.
E. In undertaking the performance of this Agreement, Vendor represents that it is knowledgeable in
its field and that any services performed by Vendor under this Agreement will be performed in
compliance with such standards as may reasonably be expected from a professional maintenance
services firm in the field.
NOW THEREFORE, in consideration of the mutual and respective promises, and subject to the terms
and conditions hereinafter set forth, the parties agree as follows:
1. SCOPE OF SERVICES
a. Vendor shall perform those services as set forth in Exhibit A "Proposal " and
Exhibit B "Request for Proposal - Data Center Maintenance and Support Services for City of Santa Ana
California" (hereafter "RFP") to this Agreement.
b. The City reserves the right to seek services outside the terms and conditions of this contract
regarding the maintenance and support of data center equipment and systems.
c. Documents To Be Construed Together. All documents ("Exhibits") referred to in the
Agreement, and the Agreement to be entered into between Vendor and the City, and all modifications of
said Exhibits, shall be construed together as one document. In the event of a conflict among the
City of Santa Ana
Page 30 of 39
25C-42 Exhibit A
documents, the provision of this Agreement take precedence, followed by the provisions of the Proposal,
then the RFP.
2. COMPENSATION
a. City agrees to pay, and Vendor agrees to accept as total payment for its services, the rates and
charges identified in the attached Exhibits. The total sum to be expended under this Agreement shall not
exceed $ during the term of this Agreement for the services for the equipment
identified Exhibit A.
b. The Vendor will provide the City with a monthly accounting of the services provided under
this Agreement which may take the form of a statement or invoice showing an itemization and total of the
services and the price of each service provided in the reporting month.
c. City may add or subtract equipment and/or services contained herein, depending upon City's
need, with thirty (30) days prior written notice to the Vendor.
d. Qualified hardware services added to the initial order will be added at pricing based on at
e. The City will validate during normal business hours for parking in the parking lot directly
south of the City Hall building (20 Civic Center Plaza) and for parking in the parking structure directly
east of the Santa Ana Police Facility (60 Civic Center Plaza) for access and necessary visits in order to
perform the Scope of Services. Parking fees at any other location of work and at other times are the sole
responsibility of the Vendor.
f. Payment by City shall be made within thirty (30) days following receipt of proper invoice
evidencing work performed, subject to City accounting procedures. Payment need not be made for work
which fails to meet the standards of performance set forth in the Recitals which may reasonably be
expected by City.
g. Invoices shall be mailed to:
City of Santa Ana
Attn: Lynda Kelly
Information Services, M-12
P.O. Box 1988
Santa Ana, CA 92702-1988
3. TERM
This Agreement shall commence on the date first written above and terminate on ,
200, unless terminated earlier in accordance with this Agreement. The term of this Agreement may be
extended upon a writing executed by the Executive Director of the Finance Department and the City
Attorney, and upon Vendor's written consent.
4. INDEPENDENT CONTRACTOR
Vendor shall, during the entire term of this Agreement, be construed to be an independent
contractor and not an employee of the City. This Agreement is not intended nor shall it be construed to
create an employer-employee relationship, a joint venture relationship, or to allow the City to exercise
discretion or control over the professional manner in which Vendor performs the services which are the
City of Santa Ana
Page 31 of 39
25C-43 ExhibitA
subject matter of this Agreement; however, the services to be provided by Vendor shall be provided in a
manner consistent with all applicable standards and regulations governing such services. Vendor shall pay
all salaries and wages, employer's social security taxes, unemployment insurance and similar taxes relating to
employees and shall be responsible for all applicable withholding taxes for its employees.
5. INSURANCE
Prior to undertaking performance of work under this Agreement, Vendor shall maintain and shall
require its subcontractors, if any, to obtain and maintain insurance as described below:
a. Commercial General Liability Insurance. Vendor shall maintain commercial general liability
insurance naming the City, its officers, employees, agents, volunteers and representatives as additional
insured(s) and shall include, but not be limited to protection against claims arising from bodily and
personal injury, including death resulting therefrom and damage to property, resulting from any act or
occurrence arising out of Vendor's operations in the performance of this Agreement, including, without
limitation, acts involving vehicles. The amounts of insurance shall be not less than the following: single
limit coverage applying to bodily and personal injury, including death resulting therefrom, and property
damage, in the total amount of $1,000,000 per occurrence. Vendor shall supply City with a fully executed
additional insured endorsement in substantially the form attached hereto as Exhibit D upon execution of
this Agreement and shall be approved in form by the City Attorney.
b. Business automobile liability insurance, or equivalent form, with a combined single limit of
not less than $1,000,000 per occurrence. Such insurance shall include coverage for owned, hired and non-
owned automobiles.
c. Worker's Compensation Insurance. In accordance with the provisions of Section 3300 of the
Labor Code, Vendor, if Vendor has any employees, is required to be insured against liability for worker's
compensation or to undertake self-insurance. Prior to commencing the performance of the work under this
Agreement, Vendor agrees to obtain and maintain any employer's liability insurance with limits not less
than $1,000,000 per accident.
d. The following requirements apply to the insurance to be provided by Vendor pursuant to this
section:
(i) Vendor shall maintain all insurance required above in full force and effect for the
entire period covered by this Agreement.
(ii) Certificates of insurance shall be furnished to the City upon execution of this
Agreement and shall be approved in form by the City Attorney.
(iii) Certificates and policies shall state that the policies shall not be canceled or reduced
in coverage or changed in any other material aspect without thirty (30) days prior written notice to the
City.
e. If Vendor fails or refuses to produce or maintain the insurance required by this section or fails
or refuses to furnish the City with required proof that insurance has been procured and is in force and paid
for, the City shall have the right, at the City's election, to forthwith terminate this Agreement. Such
termination shall not effect Vendor's right to be paid for its time and materials expended prior to
notification of termination. Vendor waives the right to receive compensation and agrees to indemnify the
City for any work performed prior to approval of insurance by the City.
City of Santa Ana Page 32 of 39
25C-44 ExhibitA
6. INDEMNIFICATION
Vendor agrees to and shall indemnify and hold harmless the City, its officers, agents, employees,
Vendors, special counsel, and representatives from liability: (1) for personal injury, damages, just
compensation, restitution, judicial or equitable relief arising out of claims for personal injury, including
health, and claims for property damage, which may arise from the direct or indirect operations of the
Vendor or its contractors, subcontractors, agents, employees, or other persons acting on their behalf which
relates to the services described in section 1 of this Agreement; and (2) from any claim that personal
injury, damages, just compensation, restitution, judicial or equitable relief is due by reason of the terms of
or effects arising from this Agreement. This indemnity and hold harmless agreement applies to all claims
for damages, just compensation, restitution, judicial or equitable relief suffered, or alleged to have been
suffered, by reason of the events referred to in this Section or by reason of the terms of, or effects, arising
from this Agreement.
7. CONFIDENTIALITY
If Vendor receives from the City information which due to the nature of such information is
reasonably understood to be confidential and/or proprietary, Vendor agrees that it shall not use or disclose
such information except in the performance of this Agreement, and further agrees to exercise the same
degree of care it uses to protect its own information of like importance, but in no event less than
reasonable care. "Confidential Information" shall include all nonpublic information. Confidential
information includes not only written information, but also information transferred orally, visually,
electronically, or by other means. Confidential information disclosed to either party by any subsidiary
and/or agent of the other party is covered by this Agreement. The foregoing obligations of non-use and
nondisclosure shall not apply to any information that (a) has been disclosed in publicly available sources;
(b) is, through no fault of the Vendor disclosed in a publicly available source; (c) is in rightful possession
of the Vendor without an obligation of confidentiality; (d) is required to be disclosed by operation of law;
or (e) is independently developed by the Vendor without reference to information disclosed by the City.
8. CONFLICT OF INTEREST CLAUSE
Vendor covenants that it presently has no interests and shall not have interests, direct or indirect,
which would conflict in any manner with performance of services specified under this Agreement.
9. NOTICE
Any notice, tender, demand, delivery, or other communication pursuant to this Agreement shall
be in writing and shall be deemed to be properly given if delivered in person or mailed by first class or
certified mail, postage prepaid, or sent by telefacsimile or other telegraphic communication in the manner
provided in this Section 9., to the following persons:
To City:
Clerk of the City Council
City of Santa Ana
20 Civic Center Plaza (M-30)
P.O. Box 1988
Santa Ana, CA 92702-1988
telefacsimile (714) 647-6956
With courtesy copies to:
Finance and Management Services Agency
City of Santa Ana
Page 33 of 39
25C-45 Exhibit A
Manager of Information Services
City of Santa Ana
20 Civic Center Plaza (M-12)
P.O. Box 1988
Santa Ana, CA 92702-1988
telefacsimile (714) 647-5406
and,
City Attorney
City of Santa Ana
20 Civic Center Plaza (M-29)
P.O. Box 1988
Santa Ana, California 92702-1988
telefacsimile (714) 647-6515
To Vendor:
A party may change its address by giving notice in writing to the other party. Thereafter, any
notice, tender, demand, delivery, or other communication shall be addressed and transmitted to the new
address. If sent by mail, any notice, tender, demand, delivery, or other communication shall be effective
or deemed to have been given three (3) days after it has been deposited in the United States mail, duly
registered or certified, with postage prepaid, and addressed as set forth above. If sent by telefacsimile,
any notice, tender, demand, delivery, or other communication shall be effective or deemed to have been
given twenty-four (24) hours after the time set forth on the transmission report issued by the transmitting
facsimile machine, addressed as set forth above.
10. EXCLUSIVITY AND AMENDMENT
This Agreement represents the complete and exclusive statement between the City and Vendor,
and supersedes any and all other agreements, oral or written, between the parties. In the event of a
conflict between the terms of this Agreement and any attachments hereto, the terms of this Agreement
shall prevail. This Agreement may not be modified except by written instrument signed by the City and
by an authorized representative of Vendor. The parties agree that any terms or conditions of any purchase
order or other instrument that are inconsistent with, or in addition to, the terms and conditions hereof,
shall not bind or obligate Vendor nor the City. Each party to this Agreement acknowledges that no
representations, inducements, promises or agreements, orally or otherwise, have been made by any party,
or anyone acting on behalf of any party, which are not embodied herein.
11. ASSIGNMENT
Inasmuch as this Agreement is intended to secure the specialized services of Vendor, neither
party may assign, transfer, delegate, or subcontract any interest herein without the prior written consent of
the other party, which consent shall not be unreasonably withheld or delayed, and any such assignment,
transfer, delegation or subcontract without the party's prior written consent shall be considered null and
void. Nothing in this Agreement shall be construed to limit the City's ability to have any of the services
City of Santa Ana Page 34 of 39
25C-46 ExhibitA
which are the subject to this Agreement performed by City personnel or by other vendors retained by
City.
12. DISCRIMINATION
Vendor shall not discriminate because of race, color, creed, religion, sex, marital status, sexual
orientation, age, national origin, ancestry, or disability, as defined and prohibited by applicable law, in the
recruitment, selection, training, utilization, promotion, termination or other employment related activities.
Vendor affirms that it is an equal opportunity employer and shall comply with all applicable federal, state
and local laws and regulations.
13. JURISDICTION - VENUE
This Agreement has been executed and delivered in the State of California and the validity,
interpretation, performance, and enforcement of any of the clauses of this Agreement shall be determined
and governed by the laws of the State of California. The Parties agree that venue shall be located in
Orange County, California.
14. PROFESSIONAL LICENSES
Vendor shall, throughout the term of this Agreement, maintain all necessary licenses, permits,
approvals, waivers, and exemptions necessary for the provision of the services hereunder and required by
the laws and regulations of the United States, the State of California, the City of Santa Ana and all other
governmental agencies. Vendor shall notify the City in a timely manner and in writing of its inability to
obtain or maintain such permits, licenses, approvals, waivers, and exemptions. Said inability shall be
cause for termination of this Agreement.
15. TERMINATION
This Agreement may be terminated by the City upon thirty (30) days written notice of
termination. In such event, Vendor shall be entitled to receive and the City shall pay Vendor compensation
for all services performed by Vendor prior to receipt of such notice of termination, subject to the following
conditions:
a. As a condition of such payment, the Executive Director may require Vendor to deliver to the City
all work products completed as of such date, and in such case such work product shall be the property of the
City unless prohibited by law, and Vendor consents to the City's use thereof for such purposes as the City
deems appropriate.
b. Payment need not be made for work which fails to meet the standard of performance specified in
the Recitals of this Agreement.
16. MISCELLANEOUS PROVISIONS
a. Each undersigned represents and warrants that its signature hereinbelow has the power, authority
and right to bind their respective parties to each of the terms of this Agreement.
b. All Exhibits referenced herein and attached hereto shall be incorporated as if fully set forth in the
body of this Agreement.
City of Santa Ana
Page 35 of 39
25C-47 Exhibit A
IN WITNESS WHEREOF, the parties hereto have executed this Agreement the date and year first above
written.
ATTEST:
Maria D. Huizar
Clerk of the Council
CITY OF SANTA ANA
Paul Walters
Interim City Manager
APPROVED AS TO FORM:
Joseph Straka
Interim City Attorney
Bv:
Laura Sheedy
Assistant City Attorney
RECOMMENDED FOR APPROVAL:
Francisco Gutierrez, Executive Director
Finance & Management Services Agency
VENDOR [signature]
Name:
Title:
Tax ID#
City of Santa Ana
25C-48
Page 36 of 39
Exhibit A
Appendix C - Sample Insurance Forms
Sample Additional Insured Endorsement Form
ADDITIONAL INSURED ENDORSEMENT
Insurance Company
This endorsement modifies such insurance as is afforded by the provisions of Policy
# relating to the following:
1. The City of Santa Ana, 20 Civic Center Plaza, Santa Ana, California
92701; its officers, employees, agents and volunteers are named as additional insureds
("additional insureds") with regard to liability and defense of suits arising from the
operations and uses performed by or on behalf of the named insured.
2. With respect to claims arising out of the operations and uses performed by
or on behalf of the named insured, such insurance as is afforded by this policy is
primary and is not additional to or contributing with any other insurance carried by or for
the benefit of the additional insureds.
3. This insurance applies separately to each insured against whom claim is
made or suit is brought except with respect to the company's limits of liability. The
inclusion of any person or organization as an insured shall not affect any right which
such person or organization would have as a claimant if not so included.
4. With respect to the additional insureds, this insurance shall not be
canceled, or materially reduced in coverage or limits except after thirty (30) days written
notice has been given to the City of Santa Ana, 20 Civic Center Plaza, Santa Ana,
California 92701.
(Completion of the following, including countersignature, is required to make this
endorsement effective.)
Effective , this endorsement form as a part of
Policy #
Issued to
Named Insured
Countersigned by
Authorized Representative
City of Santa Ana
25C-49
Page 37 of 39
Exhibit A
APPENDIX C Sample Insurance Forms
(Continued)
Sample Certificate of Liability Form
AC-0,80. CERTIFICATE OF LIABILITY INSURANCE 11 /12 DATE/12 /9
/97
PRODUCER THIS CERTIFICATE IS ISSUED AS A MATTER OF INFORMATION
ONLY AND CONFERS NO RIGHTS UPON THE CERTIFICATE
Insurance Services Group, Inc. HOLDER THIS CERTIFICATE DOES NOT AMEND, EXTEND OR
ALTER THE COVERAGE AFFORDED BY THE POLICIES BELOW.
204 Cedar Street
Cambridge HD 21613 COMPANIES AFFORDING COVERAGE
0. Philip Feldman COMPANY
A Federal Insurance Company
P11 N. 410-228-6464_ &.N.
INSURED COMPANY
B
COMPANY
C
COMPANY
D
COVERAGES :.; .
THIS IS TO CERTIFY THAT THE POLICIES OF INSURANCE LISTED BELOW HAVE BEEN ISSUED TO THE INSURED NAMED ABOVE FOR THE POLICY PERIOD
INDICATED, NOTWITHSTANDING ANY REQUIREMENT. TERM OR CONDITION OF ANY CONTRACT OR OTHER DOCUMENT WITH RESPECT TO WHICH THIS
CERTIFICATE MAY BE ISSUED OR MAY PERTAIN, THE INSURANCE AFFORDED BY THE POLICIES DESCRIBED HEREIN IS SUBJECT TO ALL THE TEPJAS,
EXCLUSIONS AND CONDITIONS OF SUCH POLICIES. LIMITS SHOWN MAY HAVE BEEN REDUCED BY PAID CLAIMS.
RANCe POLICY HUMBER POUCYEFFECTNE
DATE (MM)DD%YI POUCYEXPIRATION
DATE IMM)DWYI LIMITS
GENERAL AGGREGATE $2,000 , 000
ERALUAB'L Y
VCOMME-R-CftG-ENERALUAB'L-rT 04/01/97 04/01/98 PRODUcTs-COMPKIPAGG $2,000000
a OCCUR PERSONAL & ADV INJURY $ 1 , 00 0 , 000
ACTOR'S PROT EACH OCCURRENCE $1,000,000
A X Computer Software 04/01/97 04/01/96 FIRE DAMAGE (Any aafa.) $ Included
& Svcs E&O $1,000,000 CLAIM 1QDE MEDEXP(Any -p-) f 10,000
AUT OMOBILE LIABILITY
COMBINED SIJGLE LIMIT
$ 1,0D0,000
ANY AVID
ALL OWNED AUTOS BODILY INARY
S
SOHEDIJLEO AUTOS (Pe P- 4
A X HIREDAVTOS 04/01/97 04/01/98 BOCILYIAMY f
X NON-OWNED AUTOS (Pm *Cad-4
PROPERTY DAMAGE S
GARAGE LIABILITY AUTO ONLY • EA ACCIDENT S _
ANY AUTO OTHER THAN AUTO C#A.Y:
EACH ACCIDENT $
AGGREGATE S
EXCESSLIA"11Y EACH OCCURRENCE
- S
.
UMBRELLA FORM AGGREGATE
.. $
OTHER THAN UMBRELLA FORM S
WORKERS COMPENSATION AND y/C
T IjM?IT$ ER
EMPLOYERSLIABKITY
EL EACH ACCIDENT
S
l#PROPRIETOR/ IN _
EL DISEASE, POLICY LIMIT f
P
ARTNERSIEXECUTIVE
OFFICERS ARE:
EXCL
'. EL DISEASE, EA EMPLOYEE
I
OTHER
DESCRIPTION OF OPERATIONSR.OCATIONSNEMMES(SPECM ITEMS
CERTIFICATE HOLDER
. CANCELI:ATION
SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE THE
CITY OF SANTA ANA. ITS OFFICERS, AGENTS AND EXPIRATION DATE THEREOF, THE ISSUING COMPANY WILL E11146"WRW MAIL
EMPLOYEES 30 DAYS YITNTTEN NOTICE TO THE CERT)FICATE HOLDER NAMED TO THE LEFT,
P.O. BOX 1988
SANTA ANA. CA 92702
AUTHORRED REPRESENTATIVE
q
G. Philip Teldman /
AGOTRD 2tSv^,17/85) mACORD'CORPORATION 1988
City of Santa Ana
Page 38 of 39
25C-50 Exhibit A
APPENDIX C Sample Insurance Forms
(Concluded)
Sample Workers' Comp Form
STATE P.O. BOX 420807, SAN FRANCISCO, CA 94142.0807
COMPENSATION
I N S U R A N C E
FUND CERTIFICATE OF WORKERS' COMPENSATION INSURANCE
NOVEMBER 5, 1997 POLICY NUMBER!
CERTIFICATE EXPIRES: 12-31-98
F-
CITY OF SANTA ANA
INFORMATION SERVICES M-12 ATTN LYNDA KELLY
P O BOX 1988
SANTA ANA CA 92702 JOB: VERIFICATION OF INSURANCE
L
This is to certify that we have issued a valid Workers Compensation insurance policy in a form approved by the California
Insurance Commissioner to the employer named below for the policy period indicated.
This policy is not subject to cancellation by the Fund except upon ten days' advance written notice to the employer.
We will also give you TEN days' advance notice should this policy be cancelled prior to its normal expiration.
This certificate of insurance is not an insurance policy and does not amend, extend or alter the coverage afforded by the
policies listed herein. Notwithstanding any requirement, term, or condition of any contract or other document with
respect to which this certificate of insurance may be issued or may pertain, the insurance afforded by the policies
described herein is subject to all the terms, exclusions and conditions of such policies.
AUTHORIZED REPRESENTATIVE PRESIDENT
EMPLOYER'S LIABILITY LIMIT INCLUDING DEFENSE COSTS: 1,000,000 PER OCCURRENCE
EMPLOYER
r-
L
DOCUMENT THIS BACKGROUND City of Santa Ana
25C-51
Page 39 of 39
Exhibit A
November 15, 2011
City of Santa Ana
Information Services (M-12)
P.O. Box 1988
20 Civic Center Plaza.
Santa Ana, CA 92702
Attn: Tom Gergen
Reference: RFP #IS-506 for Data Center Maintenance and Support Services
Dear Mr. Gergen;
Signature Technology Group, Inc. (STG) is very pleased to have been given the opportunity to
submit this response/proposal to the referenced solicitation. As a twenty-five (25) year old IT
support organization this is exactly the type of service that we provide to our customers on a
24x7x365 basis. We have extensive experience in the support of HP equipment and we are
proud to say that we support over a dozen large governmental organizations throughout the State
of California.
STG has thoroughly reviewed the solicitation and would like to congratulate you on publishing a
comprehensive and well thought out document. Because of the detail that was included it is very
clear to us exactly what is expected if we were awarded this contract and we can guarantee you
that you will receive precisely the services that are required. Our goal is to exceed your
expectations at every step of the support delivery process.
The attached response includes detailed answers to each of the questions posed in the
solicitation, but I would like to reiterate a few of the most important points.
STG is currently supporting all of the exact same models of equipment as those listed in the RFP
for our other customers across North America. So, we have the experience, knowledge and
access to spare parts to do an outstanding job for the City. Some of these same systems we have
under contract at other sites and they have a time to repair that is as fast as six (6) hours, as is
required in this RFP, or even faster (4 or even 2 hours). So, we understand how to prepare for
and execute on a service contract that requires 6-hour fix.
STG is a significant subcontractor to HP supporting thousands of servers for their outsourced
customers across the US. A complete history of our work with HP is included in the response,
but it is important to note that HP trusts STG to support some of their most important customers,
and we hope the City takes that into account when making your decision.
Page 1 of 2
2424 West Desert Cove Avenue, Phoenix, AZ 85029 • (800) 229-7900 • www.SignatureTechnology.com
25C-52 Exhibit B
We have endeavored to provide all of the details in our response for the City to make a positive
decision to choose STG to be your service provider. However, if you need any additional
information, please do not hesitate to contact me.
I can guarantee you that if STG is awarded this contract our entire company will work tirelessly
to validate that decision.
Sincerely,
G
Stephen M voy
Vice Presi nt
Page 2 of 2
2424 West Desert Cove Avenue, Phoenix, AZ 85029 • (800) 229-7900 • www.SignatureTechnology.com
25C-53 Exhibit B
UNANIMOUS CONSENT OF DIRECTORS OF
SIGNATURE TECHNOLOGY GROUP, INC.
The undersigned persons, being all of the directors of Signature Technology Group, Inc., an
Arizona corporation (the "Corporation"), hereby give their written consent and authorization, in
accordance with the provisions of Section 10-821 of the Arizona Revised Statutes, to the adoption of
the following resolutions, and the sarne are hereby adopted:
RESOLVED, that Stephen McEvoy as Vice President/Chief Operating Officer of
the Corporation is authorized to execute and deliver contracts on behalf of the
Corporation, including but not limited to University of Connecticut Contract No.
UC-PG080107.
FURTHER RESOLVED, that all acts of the Board of Directors and officers of the
Corporation since the last meeting of the directors are hereby ratified and approved
in all respects.
The Secretary of the Corporation is hereby directed to file this instrument with the minutes of
the proceedings of the directors of the Corporation. The actions taken hereby shall be of the same
force and effect as if taken at a meeting of the directors, duly called and constituted pursuant to the
laws of the State of Arizona.
Dated as of May 13, 2010.
Warren C. Scott
Ay?
Roberta O. Scott
S:;scott.1119606707-G cneial%Other`,STG`,t) nanC'nsntBOD-100608.doc
DIRECTORS
25C-54 Exhibit B
SIGNATURE TECHNOLOGY GROUP
Data Center Solutions Professionals
RESPONSE TO RFP FOR DATA CENTER MAINTENANCE AND
SUPPORT SERVICES FOR THE
CITY OF SANTA ANA, CALIFORNIA RFP #IS-506
APPENDIX A
SECTION 1. Transmittal Letter
See Tab 1 for Transmittal Letter
SECTION 2. Proposal Response Form
Name of Proposing Firm:
Vendor's Principal Location:
Vendor's Location that will service the City:
Contact Name for Proposal:
Phone Number:
Fax Number:
E-mail address:
Vendor Qualifications
Signature Technology Group, Inc.
2424 W. Desert Cove Ave., Phoenix, AZ 85029
1344 Hidden Ranch Drive, Simi Valley, CA 93063
Robbie Michel
800-229-7900, 602-427-4515
602-470-1112
rmichel@signaturetechnology.com
1. Short summary description of the organization and major services offered by your firm.
Signature Technology Group is an information technology data center services, staff augmentation and
services consulting firm. We deliver superior value-priced services, consulting engagements and
program management for both private and government sector clients. Founded in 1990 and
headquartered in Phoenix, Arizona, STG provides top-level talent to support data center solution
services nationwide, across all technology platforms and currently supporting multiple OEM providers.
STG specializes in helping our clients reduce risk, improve efficiency and maximize the utilization rate of
their IT infrastructure. Our adaptable solutions provide flexible and customized service level agreements
to match our customers' requirements, and improve cost control through repeatable and scalable
solutions. STG has built a solid foundation of infrastructure, consulting services and program
management systems that allow our team to consistently exceed our service level objectives. The STG
core business is to provide services exactly as those described in this RFP. Many of our clients are
governmental agencies and we won their business by being the best qualified and lowest priced solution
that was offered in response to their RFPs.
Page 1 of 27
25C-55
Exhibit B
Quick Facts:
Founded in 1990
• Over 600 break/fix service contracts
• Supporting multiple Fortune 100 companies as well many state, county and city agencies
• 50,000 square-foot corporate headquarters in Phoenix, Arizona
• High concentration of customers in California including multiple state-level statewide customers
• Supporting over 250,000 devices in North America, including thousands of HP Proliant servers
Today, the company occupies a three-building corporate campus in Phoenix, Arizona, as well as 11
nationwide regional offices. In addition, STG has a network of over 3,000 professional,
certified technicians across the United States and Canada. STG's U.S.-based Service Desk dispatches
technicians through a state-of-the-art, Web-based management system, offering fast, reliable
support within the United States and Canada.
STG provides a wide spectrum of maintenance-related services such as, IMACs (Installs, Moves, Adds,
and Changes), warranty tracking, inventory control, project management, equipment disposition, leasing
options, and resale of certified used equipment to extend the capacity for equipment already in use that
may have been determined as end of life by the manufacturer. Below is the STG Signature Service
Model, which outlines the breadth of our technology offerings.
n
Data Center
Services
it@
Software
Support
Hardware Maintenance Operating Systems Support Project Management
Break-Fix/Parts Distribution Patch Management Data Center Construction
IMAC Support Data Migration Virtuali:ation Projects
Service Desk Application Migration Server Consolidation
Page 2 of 27
25C-56
Managed
Services
Capacity Planning
Process Improvements
IT Assessments
Remote Network Monitoring
Exhibit B
SIGNATURE TECNNOLOGY GROUP
Data Center Solutions Professionals
2. Short summary description of the ownership.
STG is a privately held "S" corporation. The ownership has not changed since STG was founded and the
Chairman of the Board is the owner along with his wife.
3. The number of years that the Proposer has been in the business of providing maintenance and
support services on server-class computer equipment/systems.
Years : 21
STG was founded in 1990 as Tech Support Services. In 1995 Oak Creek Maintenance was incorporated
and in 1997 its name was changed to Signature Technology Group. The core business of STG has not
changed since it was started and that business is to provide precisely the services described in this RFP.
4. Has your firm had a contract terminated for cause within the last 3 years? If so, briefly explain the
circumstances.
STG has not had a contract terminated for cause ever.
5. Has either a customer or a subcontractor/vendor/manufacturer sued your firm in the last 3 years? If
so, briefly explain the circumstances.
STG has not been sued by a customer or subcontractor/vendor/manufacturer ever.
6. Identify and provide evidence of the Proposer's certification/authorizations to provide HP
maintenance services and support on HP systems/equipment identified in section 1.3 of the RFP.
STG has been supporting HP as a significant subcontractor in the support of their outsourced customers
for over ten (10) years. This relationship started with STG supporting a large amount of equipment in
most of the EDS mega-centers and has continued and grown since HP bought EDS a few years ago. STG
has earned the trust of HP management by providing a consistently superior level of service to HP
customers when hardware maintenance is required on a 24x7 basis. Because of this unique working
relationship with HP, STG enjoys significant access to HP information. The items listed below show the
degree to which STG can easily access critical HP information about the City's systems on a real time
basis.
1. STG has established an HP Partnership with an outlet ID of 03457300001.
2. With this HP partnership ID, we can tap into HP's Channel Services Network located at
http://h30125.www3.hp.com/csn/?hpp, and get Bug Fixes, Resolutions, Software, Service
Manuals and Configurations.
Page 3 of 27
25C-57 Exhibit B
SIGNATURE TECHNOLOGY GROUP
Data enter Solutions Professionals
3. With this HP partnership ID, we also get access to HP's Business Center Operations (BCO) for HP
Certifications under its Partner Portal located at
http://h20375.www2.hp.com/portal/site/publicpartner-
portal/menu item.92adb114d98ecc78f24af950f8039e01/
4. We can also call HP for limited phone support and HP will guide us to whether a particular issue
is a software and/or hardware failure and email to us their analysis.
Finally, STG will assign a primary technician and a backup who each have been trained, using HP online
educational materials, on the proper support techniques for the equipment that the City is running. This
will be true on the first days of the contract and will continue for the life of the relationship between the
City and STG, because we will keep our service technicians trained on all of the equipment that the City
will purchase in the future.
7. References
Provide a MAXIMUM of three (3) references from government agencies or commercial firms that will
attest to your firm's ability within the last three years to provide work similar in scope sought by the City
in this RFP.
Reference One:
Name of Client Sacramento County
Location where work was performed Throughout Sacramento County, CA
Knowledgeable contact (name) Michael Brennan
Contact's title Help Desk Manager
Contact's email address brennanm@saccounty.net
Contact's phone number (916) 874-7230
Approximate period during which the services
were provided January 1, 2003 to present. Current contract
expires on June 30, 2013.
Description of service provided Please see complete write-up following. STG
supports over 500 HP Proliant servers with a few
of those having a 2 hour restore requirement.
Page 4 of 27
25C-58 Exhibit B
SIGNATURE TENNOLOGY GROUP
Data Center Solutions Professionals
Reference Two:
Name of Client Frontier Communications ($3.813 communications
company)
Location where work was performed Ft. Wayne, IN; Rochester, NY
Knowledgeable contact (name) Mark Kitson
Contact's title Hardware Site Support
Contact's email address Mark.kitson@ftr.com
Contact's phone number 260-450-4710
Approximate period during which the services 2010 - Present
were provided
Description of service provided Hardware Maintenance Break Fix - HP support for
almost 200 HP Proliant servers, mostly on a 24x7
basis. This customer was chosen because their
inventory is very similar to what the City needs
supported.
Reference Three:
Name of Client Alameda County
Location where work was performed Oakland, CA.
Knowledgeable contact (name) CJ Johnson
Contact's title IT Director
Contact's email address cj.johnson@acgov.org
Contact's phone number 510-272-3732
Approximate period during which the services 2004 - Present
were provided
Description of service provided 247 support for large IBM systems and dozens of
Dell servers. This account just recently added
some HP Proliant servers. This reference was
chosen because they are a large governmental
organization in California and we have been
supporting them for many years.
Complete Sacramento County project description.
At Sacramento County STG maintains over 12,500 pieces of equipment and responds to over 175
hardware maintenance calls each month. Sacramento County provides a monthly Report Card to STG
that shows how well we are performing against our Service Level Agreements. Our cumulative report for
the last eight years is included below. According to Sacramento County, over the last 20 years that they
have been keeping records, no vendor has ever scored 100% before. STG is very proud of our record at
Sacramento County, and this is quite typical of the level of service that we provide to our customers.
Page 5 of 27
25C-59 Exhibit B
SIGNATURE TECHNOLOGY GROUP
Data Center Solutions Professionals
In the report below there are two primary compliance timeframes, the time to respond to each call
(MTTRD) and the time to repair each issue (MTTRE). As you can see, STG scored in the almost perfect
range and responded to over 16,000 on-site service calls.
What is even more compelling is that the response time for Category I is only 15 minutes and the repair
time for Category E and F (all servers, including HP Proliant systems) is only 4 hours. That means all
issues were resolved and the equipment repaired within 4 hours, or the call was considered to be a
failure. Furthermore, many of their most critical devices are under an uplifted maintenance timeframe
with STG. About 100 Win-tel servers must be repaired within 2 hours of receipt of the call, or that call is
considered a failure. As you can see, STG has almost a perfect record of success, even against these
extremely tight timeframes.
MTTRD
(Respond) MTTRE
(Repair)
Total %
MTTRD %
MTTRE
Category A 120 109 121 99.17% 90.08%
Category B 347 337 348 99.71% 96.84%
Category C 7 7 7 100.00% 100.00%
Category D 4 4 4 100.00% 100.00%
Category E 122 121 122 100.00% 99.18%
Category F 983 976 984 99.90% 99.19%
Category G 12121 12095 12134 99.89% 99.68%
Category H 446 437 446 100.00% 97.98%
Category l 227 227 234 97.01% 97.01%
Category K 388 386 388 100.00% 99.48%
Category L 1295 1278 1297 99.85% 98.54%
Totals 16060 15977 16085 99.84% 99.33%
STG won the contract in late 2002 and started on January 1, 2003. Due to the County's procurement
policies this contract was put out for re-bid in 2008 and the County once again chose STG to be their
support vendor.
8. Essential Requirements
A. Equipment Covered
The vendor must disclose in writing in its proposal any model of equipment identified by the City
as part of its current inventory for which the Vendor will not provide the full range of services included
in this RFP and/or would terminate all or part of service prior to the end of the term of the agreement.
(ref: section 2.1.1.1)
Accept X Decline No exceptions
Page 6 of 27
25C-60 Exhibit B
SIGNATURE TECHNOLOGY GROUP
Data (enter Solutions Professionals
The city may add and/or remove equipment from the coverage of the agreement with 15 days
prior written notice (i.e. letter, fax, or email.) (ref: section 2.1.1.2)
Accept X Decline No exceptions
B. Break-Fix
Simply put, if something covered under the agreement breaks, the City expects the Vendor to
return it to at least manufacturer's original equipment specifications within the time frame defined in
the agreement. (ref: section 2.1.2.1)
Accept X Decline Except in the cases of acts of God or intentional abuse
as are commonly defined by industry standards. STG
will return the equipment to 100% functionality but there may be a charge if the root cause was one
of the reasons listed above. These issues are extremely rare but we wanted to be thorough in our
response.
C. Support Services
Help desk phone support must be available 24x7x365 and not have a wait time over 15 minutes
to speak to a support engineer. (ref: section 2.1.3.1)
Accept X Decline No exceptions
Help desk assistance for the City's efforts in self-help. This consists of advice on new
configurations, new hardware configurations and troubleshooting issues while waiting for an onsite
engineer to arrive. ( ref: section 2.1.3.2).
Accept X Decline No exceptions
D. Service Requests
The City must be able to initiate a request for support 24x7x365. (ref: section 2.1.4.1)
Accept X Decline No exceptions
Service requests can be submitted to the vendor via toll-free phone number and via web. (ref:
section 2.1.4.2)
Accept X Decline No exceptions
The City shall assign the level of severity to each service request (ref: section 2.1.4.3)
Accept X Decline No exceptions
STG encourages the City to assign a level of severity to each service request. It is STG standard
practice to do the same.
The City shall determine when a service call has reached Close-Out. Only at this time can the
ticket be deemed completed. (ref: section 2.1.4.4)
Accept X Decline No exceptions
E. Staffing
Vendor's staff to work on the City site must be able to pass a Santa Ana Police Department
background check (ref: section 2.1.5.1).
Accept X Decline No exceptions
Page 7 of 27
25C-61 Exhibit B
SIGNATURE TECHNOLOGY GROUP
Data Center Solutions Professionals
The City reserves the right to not accept or to have a service staffer removed for any reason.
(ref: section 2.1.5.2)
Accept X Decline No exceptions
F. Parts
All parts must be new and built to original equipment specifications. Any exceptions require
prior written approval from the City. (ref. section 2.1.6.1)
Accept X Decline No exceptions
If it is the Proposer's intention to use remanufactured or recertified parts as part of their
maintenance and service for City equipment, the Proposer must identify that parts replacement
approach in their written proposal (ref. section2.1.6.2)
Accept X Decline One exception
STG uses only new parts as long as they are available. The only case in which we would use
remanufactured parts is if the parts are no longer being made because the City chooses to continue to
operate some systems beyond the date when the OEM makes new parts. Only under those
circumstances will STG use remanufactured parts. In that case, STG always requires the parts to be
recertified and tests the parts before using them in a customer's equipment.
Upon request, the City will make available to the Vendor on-site storage space for some Vendor
spare parts storage. If a Proposer is interested in this option, they need to provide an explanation of
how inventory control would be handled for on-site stored spare parts. (ref. section 2.1.6.3)
Accept X Decline No exceptions
The STG approach to providing good computer hardware maintenance for our customers is to pre-
purchase critical spares and have them available on-site or in a local warehouse. STG certifies that it has
access to sufficient inventory levels of specific parts to support the City's equipment in accordance with
RFP's Service Level Agreements (SLAB).
Only new OEM parts or parts equal in performance to new parts shall be used in repairs. New OEM
parts will be used for all repairs as long as they are available. Replacement parts will be at equal
revision level to the part being replaced. Parts, which have been replaced, shall become the property
of STG, except those designated by the City as possibly containing confidential information.
STG has an extensive inventory of computers and spare parts stored in our national warehouses in
Phoenix, AZ, and at strategic locations throughout the nation. We essentially have a warehouse near
each of our large customer's main sites. A portion of the inventory consists of equipment and parts
identical to the equipment at the City. STG is recognized internationally, as a source of spare parts and
equipment for many companies as well as end users.
All spare parts are changed to the correct revision level and fully tested prior to shipment to our local
warehouse or the site. No attempt is made to repair failed boards on-site. Our experience suggests
that on-site repair, while less expensive to STG, distracts the field engineers from their mission to keep
the system available for use and may result in poor quality repairs.
Page 8 of 27
25C-62 Exhibit B
SIGNATURE TECHNOLOGY GROUP
Data Center Solutions Professionals
Initial stocking and reorder levels are set at a base line determined by equipment population and
dynamically adjusted continually based on ongoing usage statistics. Once inventory levels for a part fall
below the reorder point threshold, a reorder is placed automatically. This process saves time and
prevents the delays and errors that can occur with manual purchasing processes.
As a result of the diversity of equipment types available to customers in today's environment, STG has
established relationships with many OEM's, manufacturers, VAR's, distributors, and parts vendors to
purchase replacement parts or machines from. Who STG purchases from is dependent upon the age of
the equipment and whether or not it is still in production or still supported by the OEM. Most parts
purchases are from the OEMs as long as the part is still available from them.
STG utilizes several strategic parts stocking locations across the US with our main warehousing and
testing facilities located in Phoenix, Arizona. Parts are also stocked on every customer site based on
Service Level Agreements, equipment population, equipment configuration, equipment model types as
well as data on historical failure rates of parts where it is available. Management and maintenance of
STG inventories are enhanced by the use of Service Parts Planning software tools integrated with our
suite of automated systems.
Parts movement:
EMERGENCY
For same day or next day requirements STG uses the following services depending on the
severity:
UPS Red
Federal Express P1
Next Flight Out (STG is an authorized shipper by the TSA and there is a flight every 30 minutes
from Phoenix to one of the nearby LA airports)
Mach 1 Air Freight
I-Cat Air Freight
Courier Services (Depending on Location)
Air Charter Services (Depending on Location)
EXPEDITED
For delivery times required within 1 to 3 days STG uses UPS or Federal Express expedited
services.
STANDARD
For normal stock parts replenishment requirements of 3 to S day delivery times, STG utilizes
UPS, Federal Express or USPS ground services.
Page 9 of 27
25C-63
Exhibit B
SIGNATURE TECHNOLOGY GROUP
Data Center Solutions Professionals
Through a combination of having most critical spares already in our warehouse and our ability to
rapidly get additional parts to the site, STG has a complete plan for providing the replacement parts
that are needed quickly and efficiently.
STG has a very sophisticated approach to selecting the spare parts that we store in our local
warehouse. Because we have been supporting almost all of the same equipment for other customers,
we have a breakage pattern stored in our automated systems. This allows us to see what spare parts
have actually been used previously, which is a very good indicator of what will be needed in the future.
We use this information to build a baseline of spare parts that are shipped to our local warehouse at
the beginning of the contract.
We augment this initial set of spares with those components that can result in a system being hard
down. This is generally power supplies, controllers, etc., which can be single points of failure.
Finally, we will work with the City to determine your most critical devices and ship in additional spares
and whole unit replacements for these systems, since they would have the most detrimental effect on
your production if/when they have problems.
Spare parts will be in place on the effective date of the contract.
G. Invoicing
The Vendor must provide the City with a monthly invoice detailing specific services provided by
the Vendor and for which the Vendor seeks payment (ref: section 2.1.7.1)
Accept X Decline No exceptions
STG will submit an invoice to the City on a monthly basis and there will be a spreadsheet that
accompanies each invoice showing the full list of equipment that was supported for the period of the
invoice. Any additions or deletions will be clearly noted, as well as any partial month's billing based
upon inventory changes that occurred during the month. The sum of that spreadsheet will cross foot to
the amount on the invoice so the City will clearly see the basis for our contracted maintenance charges.
For those months when any Time and Material (T&M) services were performed, there will be a separate
invoice for each instance that is accompanied by a detailed Service Order report that shows specifically
the parts that were used and the labor hours/charges for the repairs. Each T&M invoice will be
expected by the City because STG will provide a written quote prior to performing any of the repairs and
will get an approval from the City to proceed for the stated amount.
STG can assure the City that there will be no surprises when our monthly invoices arrive, but if there are
questions we will be happy to provide detailed explanations for all of our billing if requested to do so.
The format and details of the invoice will be agreed upon before any billable services can begin.
(ref: section 2.1.7.2)
Accept X Decline No exceptions
Page 10 of 27
25C-64 Exhibit B
SIGNATURE TECHNOLOGY GROUP
Data Center Solutions Professionals
STG will be able to match the City's requested invoice format with no problems and we will insure that
we cover this item as part of our project kickoff at the very beginning of our maintenance
responsibilities.
H. Sub-contracting
The Vendor may not subcontract any part of the services under this agreement or use non-
employees to perform those services without the prior expressed written approval of the City. (ref:
section 2.1.8.1)
Accept X Decline No exceptions
9. Vendor's Service Strategy
In an effort to better understand your firm's service strategy, the City has identified some specific
interest areas. Please provide a brief description of your firm's approach, procedures, or methods to
each of the following.
In addition, supply a short response to each of the City's questions relating to the interest area.
Service Request Procedures
A. Service Request Procedures (ref: Section 2.2.1)
i. How would the City initiate a request for service?
A simple call to our maintenance center will start the process, putting you in touch with our Dispatch
Center. Our Dispatch Centers are staffed around the clock. We have two of them, both located in
Phoenix, AZ. They provide redundancy so you are always able to place service calls and speak to a live
dispatcher. We do not have a response tree that must be navigated (push 1 for this, or 2 for that...),
instead our dispatcher answers the phone after only a few rings, and says, "STG, may I help you?". STG
also offers multiple electronic methods to open a service request, including a web portal, email or fax.
All of these options funnel into our Dispatch Center and the same approach is followed regardless of the
method that our customers choose to open a service request. To open a service call only a few key
pieces of information need to be communicated. We do not keep our customers on the phone for long,
and our web portal has only a few mandatory fields that must be submitted. Our philosophy is that your
technical team should be able to request service from STG in a very short period of time, and then get
back to their core duties.
Once you place a service call, STG will perform all of the activities from that point forward to resolve the
problem. After the call is made, STG will contact the person designated in the service request within 15
minutes and establish an ETA for the on-site work that needs to be done. Our service technician will
show up on time and perform all of the diagnostic efforts that are necessary and proceed with the
repairs as quickly as possible.
Page 11 of 27
25C-65
Exhibit B
SIGNATURE TECHNOLOGY GROUP
Data Center Solutions Professionals
ii. How would a service request be closed out?
When a call is completed, the technician will notify the appropriate/designated City of Santa Ana
personnel via the approved method (you let us know whether that is via email, phone call or personal
visit). When the City personnel agree that the problem has been resolved, then we will close the call in
our system and with your Help Desk. If the City personnel to do not agree that a problem has been fixed
to their satisfaction, then we continue to work on the issue until it is completely resolved.
When the City approves, then our on-site technician will notify STG, detailing all of the work that was
done and the parts used, so that our Dispatchers can enter the information in our Service Order records.
In the event that the City of Santa Ana should decide in advance of work being done that it wishes to
cancel a service request, a call to STG's service desk will be all that is necessary.
B. Help Desk (ref: section 2.2.2)
i. Explain the Vendor's held desk service strategy.
STG operates a Service Desk, since we are in the business of servicing our customers. Our strategy in
establishing our Service Desk and operating it around the clock is to provide the best support possible to
our customers in the shortest period of time. To do that, we have put some of our best and most
experienced technicians on the Service Desk and that is who the City will primarily communicate with
regarding the problems that are encountered.
The implementation of this strategy results in shorter wait times for our customers and each problem is
assigned to a Service Desk member who 'owns' that problem until it is resolved. This means each
communication with the City will be moving the issue toward resolution, since the Service Desk analyst
from STG will have all of the prior knowledge about the service request from the very beginning of the
issue. This is in sharp contrast to other company's implementation of a Help Desk where the customer
is the only point of continuity and the customer often finds themselves explaining to the Help Desk what
steps have already been taken to resolve a particular issue.
The STG outlook on servicing our customers is we do what needs to be done in accordance with our
customers' timeline and schedule. For example, the City will set the severity of each service request.
The City can also specify when the most convenient time would be for our local technician to come on-
site and complete the repairs. Our strategy is that we put the customer in the driver's seat and we take
direction from you, which we think is the way it should be.
Page 12 of 27
25C-66 Exhibit B
SIGNATURE TECHNOLOGY GROUP
Data Center Solutions Professionals
ii. Does the help desk staff do more than take customer requests for service? If so, explain.
STG operates a Service Desk which is staffed by highly experienced and professional hardware/software
support specialists who have an average of 10+ years in the industry. Our Service Desk operates around
the clock and the professionals that the City would be speaking with will be able to immediately help the
City with a wide range of issues. All of our Service Desk staff hold multiple certifications, including A+,
Network+, Security+, MCP, as well as specific vendor certifications including HP certifications. The City
will be assisted to whatever level is needed on each individual call by the personnel on our Service Desk.
iii. What is the expected wait time during regular business hours and after hours?
The typical wait time is measured in seconds, not minutes. There is little difference in the wait time
between peak hours and after hours because we have sized our staff appropriately. STG does operate
our Service Desk on a priority triage basis so the higher severity calls get priority when needed.
iv. Where is the help desk physically located?
STG's Service Desk is virtual but all of the personnel are located within the US and their native language
is English. Due to the virtual nature of our delivery model, no weather problem, power outage or phone
issue can disrupt our ability quickly communicate with our customers when they need support.
v. What is the knowledge level of the help desk staff?
We believe that our Service Desk model is unique in the industry. The STG view is to make our most
knowledgeable staff immediately available to our customers so service requests can be closed as quickly
as possible. By taking this approach, STG is able to quickly assess each situation and expertly determine
the most probable cause of the problem and the correct solution.
As a result of this philosophy, STG has an extremely knowledgeable Service Desk staff that will be able to
intelligently communicate with the City on each problem that is encountered and work through the
issues quickly to the most appropriate resolution.
vi. Do the help desk staff have technical certifications? If so, explain
Yes, collectively our Service Desk staff holds the following certifications:
CompTIA A+, Server+, Network+, Security +
Microsolft MCSE, Networking, Windows, Systems Engineer
Page 13 of 27
25C-67 Exhibit B
SIGNATURE TECHNOLOGY GROUP
Data Center Solutions Professionals
Dell PC, Dell Server, Dell Desktop, Dell Notebook, Dell PowerEdge, Dell Printer, Dell PowerVault, Dell
PowerConnect, Dell Blade, Optiplex, Precision, Latitude, Inspiron, Memory, Networking, Wireless
Networking, Minitower, Switches, etc.
HP HP9000 Server, HP Printers, HP Servers, Desktops, Workstations, Notebooks, HP Network Printer
Management, HP Basic Networking, HP Wireless Networking, HP Intro to StorageWorks, HP Tape
Backup Solution, HP Admin Windows Server, HP Security of IT Prof, HP Spam and Spyware, HP Virus
Protection, HP Firewall, HP MS Exchange Server, HP Network Attached Storage, and HP Network
Administration, Compaq Server, Compaq Desktop/Workstation, Compaq Portables HP Firewall Basics,
StorageWorks, DEC AlphaServer 8200/8400, Blade Server Maintenance, etc.
IBM RS6000 p-Series, IBM AS/400 i-Series, IBM Mainframe z-Series, IBM Netfinity x-Series, IBM
3494/3584 tape library, IBM 2105 Shark, IBM 9391/92/94/95, IBM 3745/46, 4381, 3090, 2105, FastT,
Models 550, 55A 285, 720, 451, 575, 595, 590, IBM PC, Printers, Desktops, Mobile Systems, etc.
Sun Certified Systems Administrator, Solaris System Performance, Solaris System Administration and
Advanced System Administration, Sun Systems Fault Analysis, SunFire, Sun Ultra
Cisco Network Associate, LAN/WAN, Routing, Switches
STG has an active training and certification program and each of our technicians and Service Desk staff
have quarterly goals to continue their education. As a result, this list of certifications will continue to
grow over time. One of the guiding factors for our training is the list of equipment that we are
supporting for all of our customers, so if we are fortunate enough to win this bid for the City, our Service
Desk staff will insure that their certifications match with your equipment.
vii. Does the help desk staff have access to HP bug logs, problem fix records and technical
documents?
Yes, completely.
1. STG has established an HP Partnership with an outlet ID of 03457300001.
2. With this HP partnership ID, we can tap into HP's Channel Services Network located at
http://h30125.www3.hp.com/csn/?hpp, and get Bug Fixes, Resolutions, Software, Service
Manuals and Configurations.
3. With this HP partnership ID, we also get access to HP's Business Center Operations (BCO) for HP
Certifications under its Partner Portal located at
http://h20375.www2.hp.com/portal/site/publicpartner-
portal/menuitem.92ad b114d98ecc78f24af950f8039e01/
4. We can also call HP for limited phone support and HP will guide us to whether a particular issue
is software and/or hardware failure and email to us their analysis.
Page 14 of 27
25C-68 Exhibit B
SIGNATURE TECHNOLOGY GROUP
Data Center Solutions Professionals
viii. Does the help desk staff have the experience to engage in interactive troubleshooting of
complex events with the City's technical staff? If so, is this a regular part of the Vendor's help desk
service?
Yes. Our Service Desk personnel understand that the equipment that we are maintaining does not
operate in isolation at our customer's sites. It is necessary to understand the whole environment and
what forces may have contributed to the problem that is being experienced. Our Service Desk staff have
learned over the years not to jump to conclusions or to have tunnel vision, but instead to discuss with
our customers, in an intelligent fashion, all of the events that may have impacted each particular
situation. Our Service Desk staff's many years of experience will prove to be a very value asset to the
City and your technical team will enjoy the interaction with our Service Desk staff, because it will be
helpful and to the point.
ix. How would the Proposer compare their help desk service to that of HP's Contract Support
Due to our unique position of being a subcontractor to HP for their outsourcing centers, we have
multiple interactions with the HP help desk every day. We firmly believe that our Service Desk is far
superior. Our Service Desk personnel areas knowledgeable as those from HP and we are able to give
our customers more personalized service.
x. What is the knowledge level of the help desk staff?
We believe that our Service Desk model is unique in the industry. The STG view is to make our most
knowledgeable staff immediately available to our customers so service requests can be closed as quickly
as possible. By taking this approach, STG is able to quickly assess each situation and expertly determine
the most probable cause of the problem and the correct solution.
As a result of this philosophy, STG has an extremely knowledgeable Service Desk staff that will be able to
intelligently communicate with the City on each problem that is encountered and work through the
issues quickly to the most appropriate resolution.
C. Escalation Procedures (ref: section 2.2.3)
What are the procedures for regular business hours and after-hours escalation?
The STG escalation policy and procedures are outlined in the answer following this one, but the
procedure from the City's perspective is the same during regular business hours and after-hours. STG
operates around the clock and the operations management and executive managers at STG are all
available to the City at any time of the day or night via their cell phones. The cell phone numbers will be
Page 15 of 27
25C-69 Exhibit B
SIGNATURE TECHNOLOGY GROUP
Data Center Solutions Professionals
given to the City shortly after contract award and you are free to contact the management team at any
time that you feel the need to escalate a particulate issue.
Twice daily, STG account and operations management meet to review all open service calls. Each call is
reviewed for activity and resolution. Management is able to make real time decisions on any service
calls that need special attention and determine if additional technical support is needed or if the call
should be escalated to the next priority level.
Each call received by STG is given a severity rating. STG applies a Sev1-Sev3 rating to each call, Sev1
being the most severe. Under a Sev1 rating, all STG technical and operational resources are applied.
Upper operations management remains involved until the call is resolved. A Sev1 call may require
transporting additional personnel and or parts to the City's site as well as escalation to the OEM.
STG has many procedures in place to ensure that we repair your equipment as quickly as possible. We
have a very rigorous escalation procedure that all of our support staff follows, to make sure that all calls
are closed as quickly as humanly possible.
STG's standard procedure is to escalate any non-remedied situation that affects system performance
on a two (2) hour basis after the initial maintenance attempt. Each subsequent escalation step (see
Figure 1) occurs after a two (2) hour time period has elapsed without the problem being resolved.
The information provided here is our standard procedure, but these timeframes will be accelerated
based upon the 6-hour fix Service Level Agreement (SLA) that we have with the City of Santa Ana.
What level of Vendor's management are involved in escalations and how?
If the cause of the problem/malfunction is not determined within two (2) hours or less after repairs
begin, the assigned support specialist notifies his manager and an Incident Manager is assigned to help
gather all of the resources that would be helpful on this particular issue. The Incident Manager is also
responsible for effective and thorough communications between STG and the City of Santa Ana. If after
an additional two (2) hours or less time has elapsed and the problem is still not resolved, the Centers of
Expertise (COE) Platform Owner is notified of the problem and contributes their product specific
expertise. The third level technical escalation point is to assign the Subject Matter Expert (SME) with the
most experience on the failing device or piece of software, from the COE matrix. This individual typically
has 10+ years on the exact software/device that needs repairs, so their contribution to the problem is
extremely helpful.
Should a Sev1 situation exist where a component or device is out of service a ("RED ALERT" situation),
the STG Incident Manager will become actively involved. The Incident Manager will work with the site
personnel, the SME, and the Director of Operations to formulate and implement an appropriate action
plan to effectively resolve the problem. The Incident Manager is responsible for managing all
information to and from all parties involved.
Page 16 of 27
25C-70 Exhibit B
SIGNATURE TECHNOLOGY GROUP
Data Center Solutions Professionals
A "RED ALERT" situation demands the attention of all STG resources necessary to solve the problem in
the most efficient manner. This may include replacing the failing unit with an installation ready major
unit. The major unit will be supplied by STG at no additional cost to the City of Santa Ana. Those
familiar with the problem of getting the OEM to supply such replacements appreciate this service.
Supplemental On-Site Headquarters Support includes activating and transporting additional technical
resources from corporate headquarters or from another field location to the site at no additional cost to
the City of Santa Ana. OEM Technical Support includes obtaining and transporting needed OEM (HP)
specialists to the site at no additional cost to you.
The STG Incident Manager presents all action plans to the appropriate the City of Santa Ana personnel.
The plan will be implemented in such a manner as to minimize the negative impact on customer's
production schedule.
Signature Technology Group. Inc.
Escalation Process
Critical Problem Management
24 Hours per Day 365 Days per Year
Site Based Customer
Service Engineer
TECHNICAL MANAGEMENT
Escalation Path 11 Escalation Path
First Escalation Two Hours
After Maintenance Attempt
incident Manager i Operations Director
Second Escalation Four Hours After
Maintenance Attempt
COE Platform Owner ?' Major Aocounts
Manager
Third Escalation Six Hours After
Maintenance Attempt
1 VP Of Operations
Experts
Fourth Escalation - RED ALERT Eight
Hours After Maintenance Attempt
N Technical President Signature
Support Technology Group
The escalation procedure diagram uses the abbreviation of COE, which stands for our Centers of
Expertise. This is a service delivery model that leverages multiple system and platform expertise within
our organization. The Centers of Expertise are established for Platforms/Product lines to provide a
Page 17 of 27
25C-71 Exhibit B
SIGNATURE TECHNOLOGY GROUP
Data Center Solutions Professionals
vehicle for communicating technical expertise, accelerating problem resolution, researching technical
information, and to develop technical expertise to the highest level possible. All of this results in much
faster resolution times for our customers.
The Centers of Expertise that we have identified at STG are as follows:
-Dell Intel Servers
- HP / Compaq Intel
-HP Midrange
-IBM Intel Servers
-IBM Mainframes & RISC
- Printers
-Sun
-Tape Library
-Call Home
-SAN & Networking
- H P9000
-IBM INFOPRINT3800,3900,4000,2105
It is the intention of this type of model to assist in the diagnosis and resolution of high priority service
calls and to assist in generally difficult service issues. Putting this model in place provides the entire
organization with access to additional technical expertise to resolve service issues in a timely manner.
Each of these Centers of Expertise will consist of a Platform Owner and a team of 3-4 people (SMEs -
Subject Matter Experts). This is a virtual team lead by the Platform Owner to communicate technical
information, mentor others in their technical expertise and to quickly assist the organization when
specific expertise is needed.
Platform Owner Responsibilities:
¦ Identify the specific strengths of team members.
¦ Identify and maintain certifications within the team where necessary.
¦ Help to develop their team members in furthering knowledge of their particular hardware
platform
¦ Acquire additional resources such as documentation, diagnostics and special tools.
¦ Conduct "virtual team" meetings on a regular basis.
Page 18 of 27
25C-72 Exhibit B
SME Responsibilities:
¦ Participate actively within their hardware platform team.
¦ Maintain current certifications where necessary.
¦ Lend support when asked.
¦ Take initiative to keep up to date on the specific platform.
¦ Mentor others as necessary to resolve repair issues quickly.
D. Parts availability (ref: section 2.2.4)
How would parts availability be measured?
The STG approach to providing good computer hardware maintenance support for our customers is to
pre-purchase critical spares and have them available at a local warehouse or on-site. Our goal is to
have 95% of optimum replaceable units (ORUs) in a nearby warehouse. This will allow our on-site
technicians to close the majority of our service requests almost immediately after the diagnostic phase
is complete. Due to the 6-hour fix requirement of this contract, STG will pre-purchase and place on-site
more spares than the typical contract for your inventory of equipment. Obviously waiting overnight for
parts delivery would put our repair times beyond the 6-hour SLA.
How available would parts be?
STG certifies that it has access to sufficient inventory levels of specific parts to support the City of Santa
Ana's equipment in accordance with the solicitation's Service Level Agreement (SLA). STG is currently
supporting all of the exact same models of equipment for other customers, so we know that parts are
readily available for these systems from multiple sources. STG will insure that the parts that are needed
for the repairs to your equipment are on-site when they are needed to meet or exceed the 6-hour fix
requirement. Given our spare parts modeling capabilities and our ability to get spares to your site from
our major warehouses in Phoenix, STG is confident that we will have the right parts at your facility when
they are needed on a consistent basis.
What if a part is not readily available?
STG has multiple sources for all parts that we use in our repair business. Our logistics team is excellent
at finding replacement parts and we have a very large network of trusted vendors that we rely upon. It
is rare that we encounter a situation where we can't find an HP part in a matter of just a few minutes,
particularly since the City is running 'mainstream' equipment.
However, in the unlikely event that a specific part is out of stock in all locations, then we have various
alternatives that we could employ. For instance, if it is a hard drive in a RAID array, then we can
Page 19 of 27
25C-73
Exhibit B
SIGNATURE TECHNOLOGY GROUP
Data Center Solutions Professionals
substitute the same speed drive but with a larger capacity and the array will use the appropriate amount
of space. If a small piece of a larger component is not available, we will replace the entire component,
even though this may be more expensive for STG.
STG has time tested procedures in place to secure parts not in its inventory. In the unlikely event the
parts will take more than six hours to arrive, STG agrees to notify the City of Santa Ana as soon as
possible and give an ETA for the part. As documented previously, if a part needs to be couriered to the
site on a Next Flight Out (NFO) basis STG will do that at no additional cost to the City.
E. Staffing (ref: section 2.2.5)
i. Is a primary responder designated?
Yes. STG will assign a primary technician who will respond to the majority of service requests. If he is
unavailable, there will be a local backup who will respond quickly and who will be familiar to the City's
environment.
ii. How many staff and with what skills would be assigned to provide services to the City?
STG always assigns three technicians to each account, which insures that immediate service will always
be able to be provided. The vast majority of service calls will result in the same primary technician
coming on-site to perform the repairs. This creates operational efficiency as the STG technician and the
City staff grow to create a cohesive working environment. Plus, the STG service technician will have
firsthand experience with service incidence at the City over the history of the account.
STG has included two resumes that show the certifications and experience of the technicians that we
hope to assign to the City account if we are fortunate enough to be awarded this contract. If additional
certifications are necessary, it will be STG's responsibility to gain them quickly, completely at our
expense.
The backup technician will come on-site to repair the City's equipment if the primary technician is not
available. The backup technician would have similar skills and capabilities as will the third level
technician. It is our intention to have the primary technician respond to 98%+ of the incidents at the
City.
iii. How would the competence of the Vendor's staff be established?
Our benchmark for our technical staff's capabilities is measured and reviewed on an ongoing basis. It is
a combination of multiple factors that collectively demonstrate each technician's ability to resolve our
customers' problems. Some of the factors that go into this evaluation are:
Page 20 of 27
25C-74 Exhibit B
SIGNATURE TECHNOLOGY GROUP
Data Center Solutions Professionals
• Their technical skills, as demonstrated by the training and certification that they complete
• Their customer communications skills as demonstrated through customer feedback
• Their efficiency in resolving service requests, as demonstrated by the number of service calls
closed and the time to close each one
• Their written communications skills, as demonstrated through the information they record in
our service tracking system about each call closed
• Their ability to take direction and make improvements when told to do so by STG management
• Customer feedback regarding their on-site demeanor and professionalism
At any point that STG operations management determines that an improvement is needed in our staff's
competence an action plan will be developed and communicated to the individual technician. Goals will
be set with timelines and regular follow-up will insure that the improvements are made in the time
allotted.
STG has a merit pay increase system in place that gives higher salary raises to those service technicians
who are deemed to be more skilled in accordance with the grading system outlined above. Given the
financial incentives involved, our technical team is properly motivated to do their best at all times.
STG understands that it is not our customer's responsibility to measure or grade our technician's
competence, but if the City would like to provide STG with your feedback we would be glad to hear from
your perspective and take corrective action if it is warranted.
iv. What skills will be provided?
The assigned service staff will have many years of experience as a field service technician and will have
HP certifications on the equipment that is running at the City. Their skills will include:
• Proper and systematic troubleshooting of all problems reported to insure that the correct faulty
component has been identified
• Ability to read internal error logs so the history of a problem can be fully understood
• Training, experience and skill in the replacement of all parts of all systems in the City's inventory
• Thorough understanding of microcode and its impact of proper hardware maintenance
• Very good familiarity with the operating systems that run on the servers that we are supporting
• Excellent customer communications skills, both verbal and written
• Excellent architectural understanding of the systems that we are supporting
• A willing attitude that is based on a service mentality
• A true team member that operates as an extension of the City's technical personnel
Page 21 of 27
25C-75 Exhibit B
(STG) that we want to work with you in all different ways to make your ongoing computer
hardware maintenance as easy as possible.
v. What would be the availability of on-site engineers and help desk engineers?
The City will have a dedicated STG support specialist who will come on-site immediately after
notification of a problem and repair the equipment in six (6) hours or less. This on-site support is
available on a 24x7 basis. Our Service Deck engineers are also available to the City at any time on a 240
basis and they are prepared to help with any issues on an immediate basis. STG understands that time
is of the essence in a support contract and we respond immediately to our customers' requests for
service, both over the phone through our Service Desk, and in person with a knowledgeable, local
service specialist.
vi. How would the service staff be trained and certified on existing equipment and any new
equipment?
STG has access to all of the web-based HP training and certification processes and we take advantage of
that to train our service staff on the recommended support techniques for the City's equipment. The
online certification process is fee based and STG pays for all of our technicians to take these tests and
get certified. As an example, a copy of a recent HP certification exam is included to show that just a few
days ago one of our service technicians passed the test on the support of the HP MSL2024 and HP4048
tape libraries.
In addition, STG has all of the HP service publications for the equipment listed in the RFP and we always
follow the OEM guides when performing our repair services.
As HP introduces new equipment and/or new models of existing equipment, if there is new or
supplemental training created by HP then we will have access to it. For any new equipment that the City
may purchase in the future, STG will insure that your assigned technicians take the web-based training
and pass the online HP tests to become certified before performing any service on these new devices.
STG hopes to have periodic dialogues with the City to understand your future purchase decisions so we
can get a head start on getting our technicians certified.
vii. How long will it take for the service staff to reach full competence on new equipment?
STG is confident that we can have your service team trained and certified on new equipment in a matter
of just a few days or possibly a week, since the training and certification is all online and web-based.
Page 22 of 27
25C-76
Exhibit B
SIGNATURE TECHNOLOGY GROUP
Data Center Solutions Professionals
Because of our technicians' in-depth understanding of the HP product line our staff typically only needs
to study a new system for a few days and then they can pass the HP certification tests on their first
attempt.
viii. What type of oversight and quality control is provided to field staff and help desk staff?
STG has a Director of Western Operations (Dave Rickon) who is based in Sacramento and the service
technicians who would maintain the City's equipment would be supervised by Dave. He would make
regular trips to Santa Ana starting with monthly visits and once he was convinced that your support was
running smoothly he would then only visit on quarterly basis. However, he will electronically monitor all
service calls for timeliness of response and repair as well watch the spares inventory to insure that the
on-site warehouse is kept at optimum spares depth. Dave is available to the City on a 24x7 basis via his
cell phone.
Our Service Desk personnel report to our Service Desk manager who is Mike Finley. Mike's sole function
is to actively manage and monitor the Service Desk activity and he is excellent at his job. We actually
receive very positive feedback from our customers on the operation of our Service Desk and the quality
of timeliness of the support that they provide.
The STG Quality Management Policy is designed to provide the highest quality service in a timely
manner to ensure success. To achieve this goal we have a Quality Management System in place where
we have defined and documented operational processes and procedures within all functional areas of
our business.
Our Quality Management System incorporates the best practices from quality methodologies
incorporated in ISO, Deming, and ITIL. Our quality process and procedures are a result of providing high
quality, timely service to our client for over two decades. We have defined processes in place, which are
reviewed on a regular basis to continuously provide the most responsive service to our clients.
Our Quality Plan includes defined processes and procedures as outlined below. For each of these areas
we have identified a system owner to oversee the process and make suggestions and improvements, as
our business requires. Our management team reviews all process improvements and is committed to
continuously improving the quality of the services that we provide.
The quality of the staff and the ongoing monitoring of the quality work that the assigned staff produces
is the responsibility of the respective managers as documented above. STG is extending the option to
the City to interview and select candidates that meet your criteria the best. If you would like to do that,
we would be very pleased to setup multiple interviews for each position (primary, backup and third-level
on-site support technician).
Page 23 of 27
25C-77 Exhibit B
SIGNATURE TECHNOLOGY GROUP
Data Center Solutions Professionals
There are a number of quality metrics for this type of work. Here is a list of just a few of them:
• Number of successful problem resolutions on the first call
• Average/min/max time on the phone with a customer each month
• Average/min/max hold time for a customer to speak with the Help Desk
• Average/min/max call depth
• Average/min/max on-site response time for hands-on resolution
• Average/min/max on-site repair time for hands-on resolution
• Cost for hardware repairs on a monthly basis and trend analysis
• Number of devices serviced multiple times in a given period
• Web-based quality feedback mechanism from the user community
• Trend analysis on calls to the Service Desk (going up or down)
• Many others
STG will collect these metrics and analyze them on a regular basis. We will be looking for a positive
trend over time starting with the 'as is' situation when this contract starts.
STG is dedicated to regular reviews of our processes and procedures to identify areas that require
improvement. Our management team is always looking for areas where we can improve and provide
our customers with the highest quality service. Many of our process improvement initiatives are
employee driven as a result of all employees being committed to providing the highest possible
customer satisfaction in all areas of our business.
F. Service Level Agreement
Is there a system of severity levels used to triage support requests?
Yes. See section C -Escalation Procedures above. Each call received by STG is given priority rating. STG
applies a Sev1-Sev3 rating to each call, Sev1 being the most severe.
Reflecting their commitment to SLA, does the Vendor pay refunds for missing service levels?
This is an excellent question and STG hopes that the City will place a significant weight to each vendor's
response. It easy to promise good service, but when asked to back it up with financial penalties most
companies won't do that. STG is willing to establish meaningful financial penalties for our failure to
provide the service as documented in this RFP.
Page 24 of 27
25C-78 Exhibit B
SIGNATURE TECHNOLOGY GROUP
Data Center Solutions Professionals
10. Proposers are encouraged to explain other aspects of their service strategy that they feel
differentiate their ability to provide quality and timely maintenance services to the City. (ref: section 2.2)
There are a number of areas where STG's experience and focus on IT systems maintenance sets us apart
from most (if not all) support organizations.
1. We have been successfully fulfilling computer hardware maintenance contracts with a 6-hour
fix or faster for over eight (8) years. If a company has never worked under these very fast SLAB
in the past they don't have the experience, appreciation or procedures to understand how this
changes the maintenance strategy completely. STG fully grasps the implications of a 6-hour fix
SLA and we will put the necessary elements in place to be successful.
2. Asa company, STG is completely focused on the mission on providing high quality, responsive
service to our hardware maintenance customers. We do not resell equipment or engage in
other business ventures that can take away our management's focus on our core business;
which is providing exactly the type of services that are described in this RFP.
3. We enjoy a very unique working relationship with HP that goes to some very high levels within
the HP organization. As a longterm trusted service provider to HP we have consistently lived up
to their very high service standards and offered them support prices that are the best in the
industry. Put another way, HP has searched for the best maintenance vendor that they could
find and they have chosen STG repeatedly. That should send a strong signal to the City that we
have been thoroughly vetted by HP and found to be a partner they trust to service some of their
most critical customers.
4. We are just the right size to do business with. We are large enough to provide all of the services
that the City requires, but we are small enough to work with easily and bend our procedures to
do things the way that the City would like to see them.
5. Asa company we have current hands-on experience with all of the exact same models that are
listed in the RFP. This should be proof positive that we can successfully repair these systems if
we are chosen to be your service provider.
Page 25 of 27
25C-79 Exhibit B
z SIGNATURE TECHNOLOGY GROUP
Data Center Solutions Professionals
SECTION 2b. Pricing Form
11. Identify your firm's ability to support each maintenance service level listed below, any
exceptions, any alternatives, proposed pricing and any and all other associated charges.
Maximum Phone Response Time 15 minutes
Maximum Response Time 3 hours
Return-To-Service Time 6 hours
Condition of System at Intermediate Period of Time Not applicable
Vendor can and will support these maintenance
service levels Yes
Identify any exceptions No exceptions
Alternatives (explain) No alternatives
12. Multi-Year Discount. The City seeks pricing for an initial agreement term of three (3) years.
Proposers must provide pricing which is fixed by specific model of equipment for this initial term. (ref:
section 2.3.2)
Term of agreement for Data Center Support Pricing Discount Describe how three (3) year term pricing would be different
and Maintenance from on-year pricing (e.g. discount, etc.
3 years No Yes X Multi-year discounts are available for
prepaid support-to be negotiated, not
currently included in the pricing submitted.
13. Customer Loyalty Discount. The City seeks pricing for each of two optional additional one-year
terms. (ref: section 2.3.3)
Term of agreement for Data Center Support
and Maintenance Pricing Discount Describe how additional one-year term pricing would be
different from single year pricing (e.g. discount, etc.)
Two optional additional one-year No Yes X Multi-year discounts are available for
terms prepaid support-to be negotiated, not
currently included in the pricing submitted.
14. Complete the following table to identify proposed pricing.
STG has separated our pricing submission and included it in separate tab of this proposal. We hope this
makes it easier for the City to view our pricing.
15. Explain the method that your firm proposes to set the price for additional models of equipment not
identified in any original agreement. (ref: section 2.3.4)
STG has created our pricing based upon a discount off of HP list post-warranty pricing. As new models
of equipment are purchased by the City, STG will use that same discount percentage to create our
Page 26 of 27
25C-80 Exhibit B
SIGNATURE TECHNOLOGY GROUP
Data Center Solutions Professionals
support pricing for those devices. This approach guarantees that our pricing will stay consistent for the
entire term of the contract.
16. Identify any and all charges that the City would be subject to from your firm under an agreement to
provide the City with Data Center support and maintenance (ref: section 2.3.5)
The line item pricing shown in our Cost Proposal is all that the City will need to pay to STG to have all of
the equipment listed repaired any time that they experience a hardware problem. This price includes all
parts, labor, overtime, travel, shipping, warehousing, management, etc. If there are no changes to the
inventory at the City then the monthly charges shown in our price submission will be all that is invoiced
on a monthly basis to receive all of the services as outlined in this RFP.
The City is free to add or subtract equipment from this contract and the monthly prices will go up and
down in accordance with those changes in the equipment to be supported.
The only other charges would be as a result of specific Time and Material tasking from the City for STG
to perform services outside of the scope of this contract, such as upgrade a system, or repair a system
that is not on contract. Finally, if any of the problems are caused by Acts of God or intentional misuse or
abuse of the systems then STG reserves the right to charge for those repairs. This only happens in very
rare instances and the City and STG would discuss these situations before an invoice was sent. This
policy is in line with standard industry practices for computer hardware repair.
Page 27 of 27
25C-81 Exhibit B
APPENDIX A
(Continued)
14. Complete the following table to identity proposed pricing. Pricing Table: Proposed Pricing for Maintenance/Support for City Data Center
Hardware
Proposal Response Form
Proposed
Monthly
Pricing for
Initial 3-year
Term Proposed
Monthly
Pricing for
First
Optional
1st year
Term
Proposed
Monthly
Pricing for
First Optional
2nd year
Term
Model Description
PE2950 Dell Poweredge 354.00$ 354.00$ 354.00$
TQ810LL/A Promise V-Trak E-Class 580.80$ 580.80$ 580.80$
TQ812LL/A Promise V-Trak J-Class 464.40$ 464.40$ 464.40$
ZOE7 Apple Controller 85.20$ 85.20$ 85.20$
403321-1321 BladeSystem c7000 Enclosure 97.20$ 97.20$ 97.20$
447707-1321 ProLiant BL460cG1 144.80$ 144.80$ 144.80$
404707-621 ProLiant BL480cG1 38.80$ 38.80$ 38.80$
308724-001 Proliant DL360G3 31.90$ 31.90$ 31.90$
367007-405 Proliant DL360G4 27.10$ 27.10$ 27.10$
382147-405 Proliant DL360G4p 54.20$ 54.20$ 54.20$
389831-405 Proliant DL360G4p 189.70$ 189.70$ 189.70$
399524-1321 Proliant DL360G5 178.20$ 178.20$ 178.20$
435944-001 Proliant DL360G5 118.80$ 118.80$ 118.80$
457924-001 Proliant DL360G5 59.40$ 59.40$ 59.40$
459960-005 Proliant DL360G5 59.40$ 59.40$ 59.40$
490666-001 Proliant DI-360G5 59.40$ 59.40$ 59.40$
484184-621 Proliant DL360G6 25.80$ 25.80$ 25.80$
301111-001 Proliant DL380G3 299.40$ 299.40$ 299.40$
333704-001 Proliant DI-380G3 49.90$ 49.90$ 49.90$
333705-001 Proliant DL380G3 49.90$ 49.90$ 49.90$
349201-001 Proliant DL380G3 399.20$ 399.20$ 399.20$
371293-405 Proliant DL380G4 213.00$ 213.00$ 213.00$
383891-405 Proliant DL380G4 298.20$ 298.20$ 298.20$
391835-1321 Proliant DL38OG5 383.40$ 383.40$ 383.40$
433524-001 Proliant DL380G5 85.20$ 85.20$ 85.20$
433525-001 Proliant DL380G5 42.60$ 42.60$ 42.60$
459584-005 Proliant DL380G5 85.20$ 85.20$ 85.20$
AG771A Proliant DL380G5 351.20$ 351.20$ 351.20$
494329-621 Proliant DL380G6 369.60$ 369.60$ 369.60$
201203-001 Proliant DL580G2 92.90$ 92.90$ 92.90$
202176-001 Proliant DL580G2 185.80$ 185.80$ 185.80$
325134-001 Proliant DL580G2 92.90$ 92.90$ 92.90$
262586-1321 IP KVM 3x1x16 151.00$ 151.00$ 151.00$
AF602A IP KVM 4x1x16 31.90$ 31.90$ 31.90$
P4639AV Netserver LP2000r 50.40$ 50.40$ 50.40$
City of Santa Anna
25C-82
Page 28
Exhibit B
APPENDIX A
(Continued)
14. Concluded
Proposal Response Form
Proposed
Monthly
Pricing for
Initial 3-year
Term Proposed
Monthly
Pricing for
First
Optional
1st year
Term
Proposed
Monthly
Pricing for
First Optional
2nd year
Term
J1470A Rack mount Flip-up KBD/Monitor 24.40$ 24.40$ 24.40$
221546-001 Rack mount Flip-up KBD/Monitor TFT5600 29.60$ 29.60$ 29.60$
AG052A Rack mount Flip-up KBD/Monitor TFT7600 12.20$ 12.20$ 12.20$
AJ926A StorageWorks 2012i Modular Smart Array 79.20$ 79.20$ 79.20$
AJ750A StorageWorks 2012i Modular Smart Array 28.00$ 28.00$ 28.00$
302970-621 Storageworks MSA30 175.60$ 175.60$ 175.60$
364430-1321 Storageworks MSA50 175.60$ 175.60$ 175.60$
418800-621 Storageworks MSA70 153.20$ 153.20$ 153.20$
AG117A Storageworks MSL2024 52.90$ 52.90$ 52.90$
AJ037A Storageworks MSL4048 361.20$ 361.20$ 361.20$
190211-001 Storageworks 4354R 740.60$ 740.60$ 740.60$
C9529CB Surestore Tape Library 2/40 LVDS Ultrium 427.90$ 427.90$ 427.90$
City of Santa Anna
25C-83
Page 29
Exhibit B
iUs
C
0
U
U
N
'
f l
l T I
F It
...
.
.
.
.
.. .
.
.
.
.
>
a syWOy? ? r N n r N N N n
r
O
LL
3gyC
?
?
??L
?"@
@?L€
'?"
?
@ g'
??@
L?
€'el'?
@@
&?g
'@@
g'€'€'
?+
?
'€'
g'
@? ?
E
@
?
L
P &
8 8 yS? $$m S R$53 $ $ g$$ $$ 8$ ??{{R? 9SR $S S8
1 $ ? $R R S 9 R $
k6LL
»
w
»
ww
»
«
»
w
»
ww
IT
?
d
Y s4WOW r 4 R 4 4 R ?.R ?.ro1 4 R 4 o r 4 R o o - R o R 'R R 4 4 R
v
88g v
$ lj2j
? !?j
? VI ?
i 2 -?l
& F !2
? 12
? ?l
@
&
Ri
&
@?
@
L
@
R
@
@
0
8 ? m R R 8 ? $8R R R$ 8 $ & $S $ S R S
RB R
$ FR
$ $ 8$$ F S $ R 8
? ? 8 R S Py ? $
_ g {
? p y u? y y _
aLL6 - R
E F
«
w
w
w
«
w
«
»
w
w
w
w
»
w»
»»
w
www
w
«
w
pw
»
ww
w
w
»
F w U
j e e Y e e v e e e e e e
- - - - - - - - - - - -
o. c c c z x c „ z ? c ?. c z c c t c ?. , z t ? t z ? c z
8 $ S R R B $ $°R ° R8 F F S S$ $ $ R 8R F R2 ,RR $$. $$8 $ d d $ R R8 3 9 R & R $ $ ' S
E .
r a a w "
aN' E ,y ? w » w
w w w
w w» » w w ww « ww w »» » » w w w » » w
m ? • Z °rv ()J U o ? ?°o o $ $ o 0 0 0 0 0" $ $ $ $ $ ? 0 0 0 ? ? $ $ o 0 0 ?
o o o z
?
O a F? w o o d
O ce W o ?
? ? G
i
!
W C Yi y ? ? o O ? 5
Y
?' W C L y $ n m o
, S
u
€ m$
n ? ° e € ? ? r 8 $?pp
y $ m ` ` U? u ffi 8g
8 E q 8 ? °_ _ $ p E ,j ?EE
?
q8
?'
"
y
'
" SS
° `
z
°
d
N t
rc°
ffi
y
o yy
E
?
y
?
8
"4
E
?
j
E
G7 3
w
y ? w ti N E
9 ?
s ?
D
a ?
u d
? 8
$ a
?°
N rc °
?
w o f ?
s o u&
?
a
?
Q a
`
o (j pqp
?
? E
Y ?
^ ?
`-
` ?
? 3
? j e
?
? gg pp
u
? m ? E - E ? m Q
w N n
? u c7
a ?
? m
a y 8 o
? $ 6
w u' ?`? c? c?? 3 o 3 3
c ? gc
? uo o? " ° f f
a
° , eo S a o u ?'
' z8 y oo $
$
Q g
g
o $
$
Qo g
g
o g
W Q Oa ? ?: m ' ?$ a "w
c
v
m?o ffi
? o ME
W
:d?' ? Ea
°
a ? ? ? a8 a ° "z oa e P J e? ee 8J y
z m ? g E a
ar t o
a o E w w N
« w m e u
JO
m :
^ m S° Y o m 4 e
n ° $°
?°
a >
w a 5$
Q
y ? .
.
Wa a o S °e <a o 32 a °:
nQQ "?
C U
U ;? w
.Q
X
W
?u
25C-84
W
L
X
W
E ?.YyB
F W a 'o
d
Y SyWOw
a
c yaw
n Y
O
a &$c
LL Ny-
u a
WELL
syWOyy
&8g
y`st
g w$8
W .Y •• _
FdLLa
syWOyy
dW
ds;
?aY
^'r a w6
N
w Y1
g
O « r o.
O O E
p
° "m a axiQ 85 $?
A
i
g Wady 6 ?>
i
Y
wSn w F
g s
F L C
_
k ?
C `p
f° _l y
0 y
C
NZ M?
SS
a?
??
y5 k
? x h 2
o > ? 2
?
c7 y ? '
°
Y n
Q o° aif
?F?
?
oc
i
? « W
-a =?o
_a t E? NN ?N
c Z BE
? m.?
_
? $$
Q Y
Q y k
O
Q
o U
V
g'? a
25C-85
SIGNATURE TECHNOLOGY GROUP
Data Center Solutions Professionals
CARMELO GRECIA
Summary
• Accomplished Senior Hardware Specialist with 12+ years experience in Data Center
Operations and Call Centers for both public and private entities.
• 12+ years of progressive computer/network/hardware operations experience in
challenging organizations with mixed mainframe and server environment including,
Intel Based Servers, AS400, OS2, ZOS, VAX, ALPHA, UNIX, PASCAL and COBOL.
• 10+ years providing Help Desk support to thousands of users worldwide, earning a
solid reputation for productivity, complex problem resolution and professionalism for
all Intel Based Computers, Xerox based Printers, HP Ink jet technologies, IBM Dot
Matrix Shuttle Printers, Bell and Howell and Fujitsu volume scanners.
• Excellent communication and diagnostic skills with rarely escalate issues and 100%
turn-around time.
• Proactive self-starter known to initiate process and system improvements to increase
system stability and staff productivity.
Certifications
Dell DCSE
Coma ASP
HP Printer Tech
HP Accredited
Platform Specialist
CompTIA A+
Com TIA Network+
I-Net+
SCSA 1
MCP
HP CSA HP US
IBM SAN
IBM PC Architecture
DEC Alpha Server
HP Laptop, Desktop, Servers; HP Accredited Platform Specialist
Compaq Laptop and Desktop; Compaq Accredited Platform Specialist
STG Certified IBM zOS 2097 and 2098, AS400, P and X-Series Mainframes, Midrange,
Blades, Distributed Servers, DEC Alpha Server 8200/8400, RISC 6000, 3494 Tape
Library VTS
Sun Certified System Administrator Solaris 8
Microsoft Certified Professional
Page 1 of 4
25C-86 Exhibit B
SIGNATURE TECHNOLOGY GROUP
Data Center Solutions Professionals
Work History
2005-present Signature Technology Group
Technical Services Specialist
Senior Customer Service Engineer
Provide Data Center Hardware Engineering/ Incident Management, Technical Service
Management services for STG's customers throughout California (multiple city and
county locations) and nationwide. Services delivered include:
• Problem analysis through effective troubleshooting techniques
• Rapid repair of systems through board level replacement
• Very effective customer communications of issues and resolution of problems
• Effective parts management process to insure accurate stock on hand
As a result of my dedication and expertise have:
• Multiple commendations from customers and managers for great work and
professionalism.
• Accurately and efficiently diagnosed all service issues with a very high first
attempt close percentage
• Leveraged extensive experience in multiple operating environments including
mainframe connectivity and security, Windows NT/2000/XP, UNIX/LINUX,
OS2/zOS/AIX, workstations and distributed servers
2000-2005 Spherion/Agilent Technologies
Senior IT Consultant
Successive career progression through IT Hardware Technician to Lead IT Hardware
Technician to Lead Hardware/Software Engineer to Senior Hardware Specialist/IT
Consultant
Provided last line desktop technical consultation and resolution for Agilent's Global Help
Desk system supporting 10000+ employees throughout the U.S. and overseas.
Primarily troubleshot Compaq/HP Server hardware, software and connectivity issues for
a mixed UNIX, Windows, and mainframe environment for senior Agilent managers and
VPs for equipments mentioned above. Additionally managed junior technicians, Help
Desk, expense processing, e-procurement, SLAs, SOWs, rollout/migration projects for
Spherion Technologies.
Achieved highest levels of productivity, handled over 200 calls per week avg.
50+ calls daily.
Promoted to assume additional responsibilities as Technical Advisor providing
expert guidance to Global Help Desk Staff.
Page 2 of 4
25C-87 Exhibit B
SIGNATURE TENNOLOGY GROUP
Data Center Solutions Professionals
Provided special assistance such password security, intrusion detection, and
data retrieval and archiving to key departments including HR, Lab PhDs, and
Senior Executives and VPs for Windows and UNIX systems.
Independently designed rollout, image, backup and migration scripts using
Ghost, saving Agilent 50% in cost for time and materials for servers and
desktops.
Worked industriously on weekends providing sole support for international and
remote key employees, mostly VPs.
1999-2000 CompuCom/Nortel Networks
Help Desk Analyst
Managed Help Desk ticketing system for Nortel Networks' satellite sites consisting of 20
Windows NT Servers and 6 UNIX Sun print servers interconnected through Cisco
routers for 5000+ employees. Investigated and resolved performance issues
demonstrating strong diagnostic skills across multiple platforms.
• Provided after hours support for Network, Help Desk and NT Client/Server
environments.
• Managed key deliverables, SOWs, SLAs for Nortel Networks.
Education and Training
CompTIA A+ Certification, I-Net+, Network +
Canada College Computer Technician Program - Certificate of Completion
DPEC, Inc Negotiating, A+ Certification: Networks, Windows 98,
Investing Fundamentals, Netscape Navigator 4.0
Hewlett-Packard 23 courses in HP Server, Laptop/Desktop, Storage & LAN
Canada College ?? Dynamic HTML: JavaScript Mastery Level
IBM PC Institute PC Architecture
...r....... .. x ._... «
Cisco Systems Networking Cisco/Sun Academy
Academy - OICW
Prometric/Sun Microsystems Sun Certified System Administrator Solaris 8
Microsoft Microsoft Certified Professional
Compaq Accredited Platform Specialist - Desktop / Workstation,
Portables Specialization
IBM "SAN Fundamentals of Storage Attach Networks
Ohlone College ? Computer Science
OICW Cisco/Sun Administration Academy
Page 3 of 4
25C-88 Exhibit B
SIGNATURE TE NNOLOGY GROUP
Data enter solutions Professionals
Fnidnmpnt and Rnftwarp
Bell and Howell scanner
All Compact/HP Proliant InRange 3632 lines , IBM 8000+ lines, and All
Server lines including Blade ESCON 9032 lines, HBAs, Fujitsu Volume Scanner
Servers Jellybeans. models. Large format
scanners
Intel based Desktop, Laptops, SUN SPARC 5,
and 6800
10
1280
DEC VAX and Alpha Servers and Mobile devices, 32/64 bit ,
,
StorEdge Disk Arrays
Servers, and X/86-type StorageTek Tape
computers Libraries
All Dell Power Vault, Power IBM DTS, LTO libraries, 3494, Dell 2500 PERC
Edge Server lines RISC 6000, AS400s, zOS, Controllers
OS2, IBM 2096, 2097 and EMC Clariion, Centera,
2098, IBM p-Series, Power Symmetrix
Series Servers, x-Series All Brocade Switches
Servers
HP 9000, e3000 Server lines, CISCO Switch 2900, MDS All HP, Xerox, Lexmark,
DTS, and ATL tape libraries 9000 lines, 2XXX series Dell, Epson, Canon,
Routers Tectronix, Zebra dot
Aruba Wi-Fi Controllers matrix, thermal laser,
Linksys, Netgear, Wireless LAN plotter, and ink jet
printers including 4224s,
4247s, 2105s, Infoprint
business printers
Scanners, including Bell & Windows Server, Windows NT, StarOffice, MS Office,
Howell, Fujitsu, Canon and Unix, Linux, HP-UX, Solaris, Firefox, IE, Netscape,
Kodak Flash, HTML, PHP, WSH, Java, XML
PERL, Shell, FTP, VPN, RAS,
DOS scripting, Ghose,
VMware, Veritas, SAN, NAS,
RAID, Remedy, VNC, Liberum
Page 4 of 4
25C-89 Exhibit B
SIGNATURE TECHNOLOGY GROUP
Data Center Solutions Professionals
Certified
Opp,messional
Chad E. Hutto
Summary
I have worked in Information Technology for over 10 years. I have always been able to
work without supervision due to my commitment to excellence. I have been responsible
for maintaining servers, laptops, workstations and networking equipment for STG's
largest customers.
Certifications
• CompTIA A+
• CompTIA Server+
• Microsoft Certified Professional
• Hewlett Packard Accredited Platform Specialist for Proliant DL/ML Servers
• HP Accredited Platform Specialist for Commercial Desktops, Workstations and
Notebooks
• HP Accredited Platform Specialist Blade Systems
• HP Accredited Platform Specialist for Mobile Computing
• Dell Certified Systems Engineer for all Dell servers, portables, desktops, printers
• Dell PowerEdge, PowerVault, Printer, PowerConnect, Desktop, Notebook,
Policies and Procedures
Work History
2007-Present Signature Technology Group
Field Service Engineer
• 1 support all hardware located at client's data centers including: all servers,
laptops, workstations and storage equipment
• The position requires 24/7/365 on-call status focusing on production servers
• 1 also support numerous other data centers across the nation
• 1 work the Service Desk to support via phone all hardware at multiple client data
centers. The positions entails detailed note keeping on all open calls,
coordination of parts orders and delivery and sourcing capable technicians
guaranteed to arrive at the site during the scheduled service window.
• 1 am a member of STG's "Center of Expertise Team" as platform owner for
HP/Compaq Intel supporting other STG technicians.
Page 1 of 2
25C-90 Exhibit B
SIGNATURE TECHNOLOGY GROUP
Data Center Solutions Professionals
2005-2007 RadioShack Corporation
Executive Support LAN Technician
• Supporting top executives and their administrators 24/7
• All aspects of corporate hardware and software and connectivity
• Repair and maintenance of laptops
• Manager of two technicians for all corporate laptop warranty repair cases
2000-2005 RadioShack Corporation
LAN Technician
• Hardware and software second level support.
• Creating corporate laptop images for Windows 2000 migration on campus and
remote
• Configuring, testing, and deploying wireless network for LAN roll-out
• Configuring and maintaining laptops through LAN and dial-up connections via NT
and Novell based network
• Install and support MS Windows NT 4.0, 2000 Professional, XP, 98 and 95
Experience
• Windows 95, 98, NT Server/Workstation 4.0, 2000 Advanced
Server/Workstation, XP, MS-DOS versions 2.1-6.22 Operating Systems, Norton
Ghost, Dameware and many more
• Dell, Compaq, Toshiba and IBM laptop/desktop troubleshooting, configuration
and repair
• Windows 2000 migration planning and implementation
• Microsoft Office Suites
• Network planning, implementation, troubleshooting and maintenance for wired
and wireless networks
• Pascal programming
• AutoCAD Versions 10 through 14. Intergraph Microstation Version 5
• 1999 Southern Methodist University - Microsoft Certification Training School
• 1994 Art Institute of Dallas - Associate Degree of Applied Science - Major:
Computer Aided Drafting and Design.
• 1991 Tarrant County Junior College - emphasis in Computer Sciences
Page 2 of 2
25C-91 Exhibit B
a
N Z
O
V V)
Q N
V LL
_O a.
a o
a- W
?UJ
W
N U
G. V 0-
< < m
0
0
(D
s
N U
N O
N
?
E _N
c
U
a O
r
U
= Q =
2
U
O
0
E
U
25C-92
E
0
c -
E
O
N
V)
o
s ?
O
c ?
aD
O ?- U
Q =
E aD
O
U
? T
N
(D (D
U
U
Ln U
Q) N
Q
o CO
6
O
O Q
N
E
O
? C
o
O ° o
? c d
O E
O
0 o
-
O 2
2
C- o
N o
o °
O
3
Q 2 a
Exhibit B
?Q
N_ Z
?O
u Ln
? w
cn w
E O ck:
_0
C
w
T LL
w
N U
a v
Q Q x
0
0
N
- cn
C-
s
N U
-0 N
n
a ?
a?
E O
O
s N
O
c
C L
Q-
O ( WZ
U `N
- C:
V -70 C)
(D u
3 u l1
W
= Q =
0
0
U
Q0
O
Q)
E
L?
U
25C-93
E
0
0
c
a? 0
E c
(D O
N
2 o
N
O
D
O °'
v
E
O
U
L
U
U
U
C
\N`
W W
Q
- 0
O
O E
N
p
O o
V c
O a°
rnc a
o E
U
c ?
O o
c o
?`
u
-D h\\
U
Exhibit B
i
I
;c I
W
d ?
r ,
0
vs oa ?
i
U E
O Q
^
LIL H 0 `
C r C M m
u j
m
A M t ,-1 N
G !4 n a, °r o. 4 ym
CL C5 0
7 UI o h rM„ 7
N +N co
!NO
•u LL N N a
?. C
ti m
i
?•+ IA Ifi
L o r;i rn .''?. M o
ch a d ?+
n a
Y
U
n u a
..
Y
Q
y ?
W
?
?
U ? m
--
c 0 4 r
a ? f
I
3
N
L Y?
H
t
C
d
LL.
k6 1b W N N
d
N 1m1?
N US p
Pc
v ro
7.6
N 121
c ?
O
m
?zQ
Vi S tJ1 .C. h
25C-94 Exhibit B
u?
H
a
Q
Q N
s
O
22
s
U
QL
? V !
s Q O
O
Q 1? u
E E
O
U finn,, N
W
N
3 U m
T Q
0
0
s
U
25C-95
C
O
V
O
CL
G.
N
v
3
-°
c
E
0
0
cn n
c
0 p
E c
N O
N
? N
p
Q? d
? 0
v
0 0
O O
N
Q
U
Q -F 0 o
= - O
E
O (D
C-
O m
0
`
T
U N p p
C C
n N a
o o
V p
u o 0
a
?
u ?
Z
u
?? a a
V) U QD N (D
a
^
V 3
CO 1 _ s
'
U CI
N
O Q \ ?\
-
cz ==
Exhibit B
14
I IV
® C
a
a
Q N
c
O N
Q ?
g
C o
t
CO
O
N O
U
a?
s (D
F- a?
°
E c
- Q a? o
2 to
3 C u o
f? °
o o
s a? o ° Q
U
N
C
?=
o E
°
o _
Q E
o?
O
?C:
U _ o a
(?? o o E
u =
D U p o 0
d
JO U
N U c a p
E
U O N N 4-
-
Q
f
0U
-.T
=
Q
=
U - o Q
T
??_
25C-96 Exhibit B
m 'i
C o 0 0 0 0 0 0 0 0 00'0 0'o O oo!o 0 0 0 0 0 0 o
N
0 0'0 0.0 0 o O.OO o 0 0 o
- V
? M
M M M M M M M M M N N N N N N N N N N N N N N N N N N
N N N n n n n !? r n
Lq
o
i
ri m m'
m
m
i
f '
f
'
?
c E
d N d
. a
'
m m m r
:
a
o
. m o
Iri
m m m m M f+i ni : rri
.
Q .Q+ 'Q. .Q. .Q..Qr ? ? .Q-I .Q-I
M M N N N N N N N N N.N N N NN M M mm m m m m mM M M M M: T' y
.
0 0 0 0 0 0 O O 0 0 0 0 0 0 0 0 0 0 0 0 O O O O O: 0 0 0: 0 0 0: 0 0 0: 0: 0 O O O O O
m m m m m m m m m N N N N N N N N N N N N N N N N N: N tr?
N
N N n N h N n n N N n
d N?
u
L ?.m M M M.M M.M M M
Q ,Q.l Nti ti N .Qi .Qi .Qi .Q-I M ?tvl N N M.M M M M M.M m ?. ?m
+f.
N N N N N N N N M m M m M M
N C
C C C
8
a c >
O N N LfVf N - v/f - N t/1 Vf a/1 l? In H N Vf N:VIN N.NVfN NtA N VIVf Vf VF W.Vf.N VT. Vf.
O O O O O O O O M O O. O. O O N O O O O 0 0 O O O. O O O O O N O O O O: O O: O 0 0 0
M M M M M M M M M N N N
N N N N N N N N N N N N n n n n n N f` N 1?
c '"
v v v v e v
r v v e
0 ro
i
m
i
f
f
f m
f
i
m
ri
m
ri
i
ri m m
?+
O
CL c
o
Ir
,. .-,
m f+
I
m
I
o
o
o
o
: a
I
:
f+
c
- N H N M m N N N N N N N N.NN N N N. M-.T M.. M:m M M. M.M M.m m M M
ao39t?
c
W E
V
• '^ --------- to N N-- N - - - - N- N N h H -----.n'.--- N N -- N --
L
CL
N N N N N:N N N:N N N N NNN N N. NN NN N N N
-
.....
m
0
-
o 0 00 0 0 0 0 0 0 0 0 0 0 0 0 o N o o'.o 0 0 0'..0 ON o 0'.0 0 0 ON 0 0 0 0 0 0
N N N N
N
N N
N
N
O \
\
m
\ \\\
\ \\
3 rv .? 5z 5?????? m M m m M -- l m m mm - - - - - - - m m m- In m m m m
CL a
N y r o? E Y;i X
0 0 0 0 0 0.0.0.0 0.0 0 0 0 0 0 0 0 0 0'00 0 0 0:0 0 0.0 0.0:0 0 0 0'0 00'0 0 0
0 0 0 0 0 000 0 0 0 0 0 0 0 0 0 0 0 0.00 0 0 0 0 0 00 0 0 0 0 0 0
0 0 0 0 0 0
c`
r 9
.
o d o 0 0 0 0': 0 0 000000000.60 0. 0 0 0 0'. 0o' o 0 0: 0 0 0 0' 0 0 0 0 0 0
-a ----------------------------------------
N
a n O '- .C
'C
- .
:E
E - 3
6
f0
C
Q
In
O
U
C
O
4-
J 4J
Z_ m
LL Z
N -0
aJ QJ
ca ?
t ?
CL Q
D
UO
N
D
t
0
a
In Q
u
O O o
Y O
t
d
3
a?-f
C
N
U
O
€O OiOeN
n r{!E{!N
1N ry?N!N
UI,??U
C ? = S
Q Q
v : W =• d
C u
EO O OHO
?33 3 3
= z z =
0 0 o1s
7? ^ ? m
!
W m
?? P O O
O p O O
\. M W
!
r r t
o€ o o€ o f
a a ai n i
n ! f'n
Y € d C
J O OO C
Y N Y
C C j i
N Y?d
c C CI
[ix x{x ]
a
[ x 2 2 ]
I
I
yr+ ?NI
I? m m'm1n
n
? 0 0 o C
il
i?`Q o?vic
1
n
3Z>1
H€n rlo
] O O?O C
] OE010 C
m m m
7317 U 7 L
1'O fOC ? ?
?'m m m_a
I
i'v a a z
IS 2 2 S
J; U1U!V L
I
u u
U
Diu u ?
2,2 2 2
110110=a 1c
m?Q.N ,c
[ Q n
IO 010 C
I[€? M
E
(v U U
S 2,S
I b U]': V c
O 0 0 C
:;1
3 313 3
?x x?2
[0 0 0 ?
je4 N N c
W Q1fm m m a
?O O?O O'C C
O O O O,p C
1 ~t
Y
0 O' O O
u a '> f nal a
N f J > >
N N?N
u m ? ? a
c; c
10 010
d d
QI? cC
?. V{({(C C C)
12 m'S S:x
I !
(N '+ N N N
m m m m m
O OIaO m N
n r. Q Q M
1? n m m M
,Q QEN N:o
IQIQ Q•Q?QI
I € i
I >?
n N;
O ^ ? o
O E
iW ? X xjml
O 7 U)
N N N
yll7 17 @ C7 '; In'
'100 tOO b ?'.
E?.Q Q.: Q!?:i
;v•aa as
2 2I2 2:2,
iU!UEU.U U
U U, V;UI
I
:x xix x!r,
'm m,¢ poi
?1 t 7 1 'O O?C
11 11If 'N ?i?
ooI
? m C
0:00 :C
? m 0
€x i€ ,
0 O O O?O
N N(
t0. a0 ?
V Q m vhf M
tft,tfit: t_ t=; 1= Y! C 0't
o=OiO O O K. On 'O.O f
n4 of n a n a?. a- ) a n] f
n fn! n n o. n j j a nE f
N N N N ? N v
d N?wi W N N YI 01! N. o f
0f0 210 O O;0 016 0 C
v m ' v <
t i C G t f
Wf CE ' d d C NE t
`t C C'
3 3j3 3i3 33 313 3
xx?x x x x:xEx x;x 5
2!S[2 2 2 S,StS!S121]
Q
7 V' l
J O C
n M
? oIC
L xtc
J,U?O
J U1l
L x3]
n C03m ?-`y
2 E
V
N'N
U {
2€=i
°v, o aY
m m'OOIm
l mimlm ?,
Im?m'm!m
mm
i
U'Z = a
o m
zz z z
t0. ? N
N?= w
Q(Q Q Q
;C7€U 17:17
O,O O:O
C]O 9'O
a -o a
o{x x x
d?U,UV
H?F 5 tY
x?x:x?x
im tON:N
i ( ! E
n€m m
N
mE?
`r ! r`Ti
€N
o'
.+ v
Z Z
N q
0
N i
010
UJ ?
i j
va
Ulu
U U
(
N1N
"s"0:s 0
O O O O
O
N N
N m r O
0O O O
I
i C0 t' 0 .
0
n n. n
n n- a n
N N
Eli W Lf d
O oio O
Y
C j
I I c;
W yi W[{
Ck
3:3;3 3
jx{2?2 2
a;n
S:Sf2 S
C
7
?0?m,m m?mm(
2 '2120.;0!015
10,0;035
( 1
O'O O 010 OiC
O'O O OHO OiG
_M7M Cimj.Qi?'
`°krrvt ?i?.vi?ja
t (
3
0!010' t'_it
o; o, o 0 o: O o o; c
o a n n n a.
n'. a• a a. a. a-
In G
N1N N
v' v v Y w m a
?, c€ c ?'N1 0
010100,0;0 C
1? C(C C? C
C d Y C 7
C) CI C
33333
x.x x x x 2 ]
a n o
x.S 2 S:x>Sl3
1 ,18;8-1 0 010'.0
m m oq o 00010
N Q QfQ3p
of m m?lrn Imi1 0 o m'M€?
1 Q v Q MiM (?
€ j
I
i
0 o; mm ^' o oNm ?
2 Z.Qi? m n OO Z mz Z
N OIN; O ,Y
Oro O m m3m c
f7 O, O °1, a
w X X X Q<
o 'O ?-: ??? 01a?0Eu
i ! I
l7 V' C7 lN'!jU L7 C7?17"KV'
? O O OEO O O,O?O c
D O O'04i4? 9 O?O'G C
a a =v o 'a j-uo ?
S S O'2?0 O D SEC] C
U 0._V€0. ?En?U3f1
G U U;G?G U U?UEG t
t0. VJ N:lO?tC VJ U]VJ?ID ]
1 ( ! ? Iu
t
N?? N?? N1M1
5i?5i?c
m
m njf
ti
N N Ni
Q ajv;IQy
N NI n
V U U?K?
S 2(S?S
N{10; u),Q
C! C CI C;
0 oEO;o;
3 3!313
x SE21S
mIm30?
O o o;..:
0 0010
O?NI
Nr N
IQ m?•4i
i 1 7
! t ( f
it tt `YCI
o o o o: o
i a n a: n!
n a n a a'
N c
N'N1
?« d y d N?
E.N7 € N:
c
;O?OEO Oi0'1
U1 d d d
?? C C C
? W c
C C C
3 3 3C3?3
? S 2'. M 2 2,
M3
•
N
m
m(m omo ?€N
iao mm M;m
m m!
z ¢1u u z
tit O `r
J w€w
J:N w
Q Q < QI?
+0.1 M m (Oil '?+1 ?
];010 Q C'].C
u i
o. -o vi n'i
[=xlxjx r']
J: U.U;U U!1
1L i
o(1cjf0 m€lo.u
I
?': m)Q1M?fo.n
ME ? (M
M
Z z z
i
0 W:m
D M
U' 17;17
O O,,O
O}O'0
x o'x
U2U
U?U'U
x?xfx
m?m!fo
m
a ± a E
v C
6 N y
e > w - `
P ? O
? o
N
Y ? ~ d
F
V C
n G yO A
6 3 T
a
M
C
G
C
Cl
L
CL
O
CL
O
L
a
r4 n S M E
a p
N 8 C L« 1
L O` ?. r G d
a a a >
C
O
J ?
Q
Z m
LL z
N -a
OJ 0)
cn
n3 ?
1 Q
D
N
D
0
a A
H Q
v
u 1^
o > o
- u e
LL o d
z H a
v o
t
ai
3
f0
01
C
d
v
O
C
Q
H
In
v
o.0.0 0 0 o0 0 0 o0'.. 0.g 0 a 0 0 0,N o O m'.m o o. o',.o 0 0 m am m am m v!oa,0 . 0 0 0-'0 V
m m ni rri m of of - of ai' kc to ?o Ld' L6 k6 Ld 6i m r i v v v v v v Ipi o o o ' cc N ?..
m M m M.M m: UJ tD l0 lp.N N N N N NN n N N m M MmMM MM M m M vnn n n mm
X
------- N.----- N - NN ------ VI N :--- N -- N --- NN - N -- W
ol0 0 0 0 o'.°v °v.°v °al lao lao $im m m_m Li o o m o 0 0',.0 0.0 o m m o °m ov. av ov'. oa o,o °m am
. ni rri ''a; aioi ? Nm n rvrv m ? m a mov `? m °m am °m °m mro ?.?
mm m m m mllc mm NN n mm m. mm m. a n--r;n n oom
- ---------------------------------------
?. o 0 0 0 0 o a o o a o a o o 0 o a s o m.o o 0 0 0 0 0 0 0 'o Nia a'a a..a o'o o.o'
n n n n n n'.v a
V OIO.IO 10.m m tD m'Ul o'fm n n n'.n n n M m m 01 It IO ?< n n m m
- Oi 01 t0 tU b UJ UJ N t0 : O C V : O m m m a T O ri ? tD ?
M...b t0 tD ?: N:N N N N Nh N N. Mm M ? n,n n nm'.m
m -----------------------------------------
0 N N N N N.rv N N. mm Mm m m m NR N N N N NN N.NN NNN NN N.N
m o o 00 0 0'0 0 00 0 0.0 0 0 0'.00 0 00 0 0 010 0.00 0 0 0 0 0o
0 0 0 0 0'0
q N N \N \.N N N\ N\?\ N N\
E o \\\ \\\\? to to to to to lo\ n .-I \ \ \"I -\\\\\
\ m mlm m mlm m m m,.m \ r,m . m m m m m in in mmm .r
0 0 0o O a o 0 0 o:a o 0.0 a 0 0 0 0 0 00 0 0 00 0 0 0 0 0 0 0 0 0 0 0 0'0 0 0
u g 0 0 0,0 0 00 0 0 0'.0.0 00 0 0 0'.0 0 0.0.0 0 0 0''.0 0 0''.0 0 0 0 0 0 0 0 0 0 0 0 0
C- NN - NNNNN --- N-- Nto - WV I- -N N.....-V1 N.....-to- N N ------ to to
W ; 2
I
i_
i
o c
I ti \
tt
O C
r
i' O C
? a c
i a c
In -
i 0 C
cEc
Ex?x
?ala
1= _
m
M
m m
I
?J
I{ Y
j ao °a
m om
w X
i=E
.17EU
0 0
m m
rv? m
o€o
a}a
x 2
U V
E?E
=:S
dea
NI
m ml
o;o
o;0
N
I? M
W W E d d
r c; c
;O O 0.0
v
'c 1
v 3 v ' v
j. E
13 3'3;3
?xix x,x
a
2 x?S;x
I
a a¢l¢
jn n
ih C7I C7U
¢ a7ll ¢.
??W N N
110 O
0 0
iig
min
ln
X_ XX X
N N?N
ice!(
C7_17 ?17!C7
o=o,0 0
m}m m m
m M
a?aia<a
0;0 x?x
a=o_E U=u
1 f
CiC K C
EE,E E
2''2 S'S
V:Cl??vf
M m`
0 0?
O U
O O'
O O.
1\+
OO; m;
1
c ?
m .1 c
c
o;o,o ;
o,oo,c
0 0{0 0?°
UI 101.0 \-a
m m m alti
i
^n ^ n n
rve N a,v
r v
±V a V. E;
S+S ? S x
a?m? a e
O 0 00 00 0
3`3 3 3?3
o.oo \fo
N
N .tO m 00
i?
'i j(n Mm
OOiO O?O
+y): N O d d
rrl tit
a a' 010
a
n n? n n
F j0 O ? Ol0
a oho 0 0';0 0. m? E mI cl
m m,mim m-m m 1
Z Z 2 z?Z Z c C 1?
v
O?O'O O 0,0 E O
3 3 3 3 3
3313.3 33 3?o.ia ja`
S 2;x2 2?x S?x?2 2 xlx?
m?mm[m m?mmo? 3
mMm SIN OG 1D70
m %Oaii Opi m mEm T?O'^ ^ II ONi
o jo;aa,a(a V1N:a a a,a,
s C
m?
z
OI
17 ?1'
o c
m n
m
? C
aiz
2 ?
V?l
I
E?l
SIU
i
u1 U
N
(K (7(T?d ??C1
N{N N-u I
M3?lzimEmlae
ILL
-ono oEwlw ?-+
t( 2N UI Ul ii I N
m,mm m
OU' ?l7 l7:C7 l7E NV'
I ono ob o!om
!m?a0 mlm mE''vi
10l?,OD 0f?
?v
EIE E ECG G
E
+2?2 SE2=S S
lm?m lo,lo?lo ?
'OC 68
ml !min
V m m
Oi' m
m U
oim,`m
n U;UIV
0 o;oEo
aa?a?a
x
u xl2V V2
V?
V V ? V U
2?2€S 2
UJ lO?lO 1D
E
212 Sj2 ]
I j
N E
mim
O O Ot0 C
a >io °o
c
?
C
¢la ¢'a
a' z a z
x x;r2 c
V U V(( U 0
UlV V V C
Tim m 21]
m m.mEi? u
O V7 10?b U
O O 030'C
O O O O-C
V 0'O . tp { lD '; V
r{v'a vl:
O? OI O
aala, a
a: a
1'n = ? ! vii
ci 3 c
EEE
m. Xi
di G
vi?Iz
x'xlx
S?x(x
? E
al 'a
I m?m?m
Ioiola
0 0 0
m mEm
m m a'o
!z'x
to o
0 0 0
[Na o
ol0 0
ncn
a?v a
O.x x
io.?Vlu
1 ]
E E V
?O G
n;n+n
i
2
N
m
0
m
v
r r i
a a o
MIS
¢ <
n
O <
a,a
0 o,i
a n'
a a I
0
to N
I t" « y
aE a= c?
a' n O O C
lZ
ul:? SO'C
°?rv o c
m
n 4Ea i
N X X ?
ial a
a
o rvoo c
a U9 2
x=2?o z
U V?d l
0b%
S-x 2 1
?b biU
n;n n r
j
I
E ?NiN;
ve
IN N
+ IEE
Z =:
v.
Ic
Eo;o
( (3,3
SIH
-N N? .N1N.
Cl C] ?
m m
Z N 2
xI v
O . O 3 O ? ~
i?
n al X10
1'n v'? ? In
v m vl c
c c c
s? % c
w}
rlr?C 3'
a a 2
a
x x 2 2
O O
G O m
n ^
M N ?_
o,m o ^
X
o m > ?
a 1
?a ?y:L7
m m J
alia
Ivl U
xo
V a U V
IE,E?E m
2jS?S z
nE ?m M
d
O
2
m,
n
O
c'.
H
0
m
0
m
a
u
z
M
? Ol b O O
\ to W W
W W-q 000 W W.W 000 W 00i :. cq O O...N N O O...N O N Orv. NO OOi Q Q Q Q Q.Q Q Q Q O.O,. O.I O:.O O O O rl? U
D rv t0 tC b +O b m m t0 I?:.n O O O O O o o O O 00 I I I r r I I n n .n of ????? N :t.,.
u
O
N N N N NN-N NN NNN NN N NNN N N ---------------------
W
O O O
o 0
0 O O O
o
0 0
0 O o
0
0
0 O O O O O O O O O O O O O O O O O O O O
O O
E
eYe t w .-I .
.
.
.
.
.
.
.
m oq
m m m m -m m m 01: 01 n
n N N N N.. N.N NNN 01 Q Q Q Q Q QQ Q Q n ti .-i n n n n n n
t0 ? +O 1D b b t0 tO t0 n f\ ? ? :.. O O O O O O O : O O 00 ? 1? f\ n N rr-I er-I .ni ti .Qi V1 Ill ? ? O V C
4 6 n >
Q
-----------------------------------------
+ . . 0 0 0 O.O O.O 0 0 0 ON o OO O O O o N O 0 0 0 0 0 0 O
m m m m OO OO OO O O O OO
m m m m m C31 O1 n n . N N N N N N OI Q Q Q Q Q Q Q e v n n n n n n
- c " c ?'
.c co ?c .c co ?c r? n
. n
0 0 0 o 0 0 0 0 o m
'
_C .
.
?o ?
.
N .. .. .. .. I
3g A
N E
N N N N N .n --- N N N N N N N N N N N N N N N N N N N N N N N N N N N N N
•L
a mM M M M N.M N NNN NNN N N NN N N rv NQN NN N N N.NN
-
- ? . o 0 0 0 o No oo 0 00 0 0 0 0'00 0 0 0'o N o o0 0 0 0 0 00 000 0 0 0 0 0'0
N N
N
N
+°
N rv
N
IC
1A \
\ \
\
\
u .y ti ti o o m rv m ti ti ? ? ti?+ N- ti - +- .+ - \ \ - - -
\
E
i
i
i
? o
? n
m m-m
m m m
m m m m i
m m m m m m m mm m?? m
m
C v
i v
i
n ?
.?
m
M.
m
n
in
a 9
N
€
T ? 0 0 0 0 0 00 0.0 00.0 000 0 0 0 0 0 0.0 0 0 00 0:0 0 0 0 0 0 0 0 0 0 0 0 0 0
?
v-
m C= A- f o? 9
0 0 0 0 0 0 0 00 00 0 00 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 00 0.0 0 0 0 0 0
E c-- N M N- N N N N N- a- - N- N- N N N N- O .On - .On - N-- N------ N N N
{m:? m m rv?m N;? 10
N NO O O.OO OHO; ( ip 030 m min' , 1 k :.rvi rv
i0 k O O+O Otp Irv O p?
II
" Z
k
_
O OHO Ol fJ1 m? N?\ Q Q`m Z
1 ? mm i V Q
im O M
=
o Q i v? v +n +n , vi tO .n ?
1 ,
xi i?x n-n'-n ntn, in nx E
rvrv;N Qiv?vN vN. Q Q? n '- n n;x r n '
(N 3,
Q[ rv
?
J z?ccim s z zIm ¢=m. ? s.¢(? ?
V
VQ u u u?G U?
( n a
n
m ? ! ? rc(( ? m
G
V
V U
1
Z ? 1
m?1? x ?? z'?
,x x
x Tit tr
mC
i ( 1
x
x x x
x
x x
m ?
k
i 1 1
m mm mimm?m Q Q ,m m Q) ?
i
i
m Q a Q j im; 2 z m.
? l
o.o; ooo,oio 0 0 o.o of , 3 ) o
o + ? o 0 0 i o o ,o 0 0
+
v? 4, 313 3 ??3E3i3 3 3
33 3 3 3 3
3? 13 33 3 3
m !
!
xlxx xixix?x xix ix x x
.+ m m m mio o
m m 0 0 0 0 .-I
H ,
xk? i x xxk x x x.
'~i Q m mm m n?n?n m m mkm 0 0 0 0?0
.y k~ 0 00 0 0 0 0 0 0 0 OkOk N
O
+
? Q
1
.f.
u
O k
OIOiO O O ON NiN \l0 O OIN O O
ll 0 N N OO?
O?O?O..
O O O \?O N O O OjN O N O O O,O
i
= [
OiO
O T Ol
O O ?
?! \ N E
M M M \ \ O .Olry b ? m t0 O O,ry j N
N 0 ??
0
N N
?N
\
!
Oi~ 3
.,
:
: N
.
o
? ' ? ? ? ? ? i i i ( I i ? i v
•
?
? o oho okoim o w ? ? m2
k o oio o,0 0 oio 0 oi
0
p ?
m mime <o?m? irv? m Q Q Q Q Q ? m? it m n'n
o 0 0 0 0-0 0 0 o a o o?
0 0 o?oio o-o 0 0 o=o
H
O Oi
O O O;
O O O;O O:O+O 0 0
N N
`
N
NNkN o
O.O O O Oi0 O O O 0 0 0 0+O O O ; + O O O O
O O O O:N,
N
?
N NIN N !
{N
Nk
N
C
O .
\ i
4
i
rl O O ;O O O n V1+h m m ?
\
\ \
;
\
m m Q O-O N m l0 m m m:O Q O M rt 7 N \.D
e <
o? a+a Q m
I
V V QO.
I?i
im
0
Q
0
N V V
d
c 7
OQ?.??V
m m M
O i
I ( ( li
000
.?
N N N m
N
?.? N_Q
i ;
i?71
1
N
p "4
i i
0i OI O O
O
0 0 0
i
O) O
0 0 l
1 1 1 1 i
Oi O OiO
O O? G O O O! O 0 0 0 0 Oi
O
O 01 C O
? O
N.
O a O O;
01
O:
?
O,
O
?
O
'
ai n. a a n n a a aa. a s n1, a a n a n a! a a? a ni ni a a` n ai a! a w a. n n a a1 a G a a' n'
f
+
i
`
n_?
a 6
?; 6 o
a a
6 6 n
6 6 a a; a a a a j 0. a nI a a a. a n? n. 6 n; a a a a a3 6 6 n 6 n`
?? N JIJ J 7 J J? N1 JI JiN J 7 I?iJ J Jim J NJ
Vf H an !n H H H
N = : VI
?
N
y
I t
i
v v v vi v v, u v v v v v v v ¢«{ vi v v vI v: v v? v? v vi v w? a v ? vi v v m
«
d ( N
O O I p OHO Oj0 O
0 O
O O OEO Oi0 O O C o 0 0
0 o?0 O O
O
O?O O O OO 0=00
'
O
s U
:°• o k
H
1
-
?
C O O
_
,
v v a v v v u v v v v v m v v v v v v v v l v, v v v v k v v u v E v i u °i u
ul?
c ( c c c c c c c c c m c c c 7 c c c c c c=
0 0 r v. v m v v v v v v v i v€
v v v m v v w v. v l w v v v v v m v a v v y
cv
a - ,eV ,
,
c c c c, c c c c{ c c c c c c I c c c c c c c c c c_ c c c c j c c c c c c c
a " 0 333 'S j3 3 3 3(3 3 3i3,3 3 3 3 33 3 3`3?3i313?33 3 3 3!3E3?33=3 '513;3 3 5'€3;3
tl Z& xx+x =xxxxxxxxxxx xxxx Mixxx xix xxxxxx x,xi=xx-xx xx,x
?
?
Q d y q
ti ? v d;a(a a a,a,a a a.a,a
ai a s a,a a ia
aid.a aia a d, a?a
x x xix i= a Ia ,ai a+
Sixlx 2 2,x,x 2kx x+2 2.x;x 2 2 2:x 2,x.x,x . S 2 x x?x; xj= m S x x!x S 2: 2Ix=
Z
0)
3
m
Y
C
d
u
cc
f0
0
m
Q
C
m
V7
m m
m w
n
?o 0
Y j 2 i/1 m
'a O O
QQi? m m
O O'w O!O
m?m?m mom
00 C o?0
minim
Q aaJ Q?Q
m}m?m min
v?a a x ?
xExix x x
u V V V U
OjC]IQ`C O
m m;m`m m
Z?ZjZc 232
m'.a
mm s
QIv
m,m 0
cio m n
n Q
o;0 0
.n r+n;Q
mjQ F
? O
Z
mom
?e
m+m
u,a 9 l
x x = ?
V : U V l
O: O C C
m ' m m a
Z; Z Z
.n m n.m;m o`.
,m m m; mlm mjc
o_o
Q Q
r(?
mao
m m
0 o'c
0 oc,
v iv_J?
aiv1?
Yz E?im m?m'?
x v?i?m iX Q 0 O
?"D tN0 m V1 niiN Qia d
? V Z.Z?Z12
?iQ?OkO.
?Q
C1c
-C
U?€OE0i7?? N N <
Q Qt Q ,Q 12 G .°o', ?EO_o o e Rio c
o'o?otc oho-aja c
V 9 9:4???'O Ui'O L
x xxz xixt??? o
U U V U;U?U
O'O O?CtO O'O?CC
mjm m;m m m'm m ¢
?Z Z;ZIZ Z 2,2 Z 2
I i II
im m m;m rn m m?m,c
0
0
m
C
? to O
01 n
X X ?
C
l7 ? V' L
m=m r
o;o c
=€x x c
IUiUEU
t ff
(Oi0?0 C
m m m
2 Z
I
0 0?o c
3 ?
0 0 0+0
0 0?0 0
"o o'm'Im
'LL Y MIQ
Z Z Z Z
O -" X
io 0 o'w
l 7 19 + l70
So 0 0
m m min
07?7o?oo
u?a alu
I
?mjm m!m
Zi Z 2 2
n?o' o
o c o_
0 0
0 0
0 0
m Q
m
O1
N
n
2
0
X
w
m
0
u
z
n H
Z Z
p"a
m °w
0 0
v a
x?x
V V
C+O
m m
Z 2
I
I
f
m w:mioo`oo 0
a:n? m;m?a+m?n
min m m.
jI
i
n mimim,i(
2:Q?Z Z,Z .
o'w I?
w
w mj0 b °oo[o
o`oIO ??042
x x x s, :?
U U V V V l
O'. O?CC O'C
m',.m-m,m m c
ZiZ?Z'2 Zvi
l i
i
O O
Z 2'O
Q:m
i.X
c o 0
mkm
0 0 0
x x:x
V V;U
m m m
z ZZ
m
" o'0 0 0 0 0'.0 0 0 0'.0 0'0'0 0 0 0'0'0 0 0 0 0'0 00 0'. 0.0 0 00 0 00 0 0 0 U
5 r m m m 10 0.o n n eee mm.1o m e ee e e e e ee e e e ?4 m m m m m n n
'
N .? C€ ? H N N N ? m m m: m m m
. b m N N O O O O O O m m m m m m m m m m m ry? vi
M M
y M M M N N N N N N N N N N M m M M M m N N N N rv
?.
d N .
n
O V! VI N Vf N V1 N N N N N' N Vf N a/1 tR N N: N Vf N V! - Lf N N Ll Vl N N l/! VI aR N N N N N W
OO O O.OO.O 0-.0 0. 0.00 0 O O.O.0 O 0.O.O 0 0 0 0 OO 0 0 0 0 0 OO O O O
n ?o ?o e.? oo r r vv a mm m m '+ .I v v vle e e e e e e e em m to mm Oo n n
Y t w .? ? ? .i tp ?O Ill l0 t0
t0 eD ? N tai N O O O O O m m t0 t0 m ?
b
O
e
e
m
n
?
n r
c c
.
r
i
r
i e
i e
-I
.
.-? .. m m m m m m N
, I
a i n >
O -------------------------------------
r O O O O O m.0 O O O OO O O O O O.O O O OO 0 0 0 0 0 0 OOo 0 0 0 0 0 0 0
:OO m m m oo n..r vv v Lo m 04 m v v vv v e e e e e e e m m l4 m.OO Oo r n
m
. a
m . ? e e
CL -
a3oo;a? :.
t
.-I M M M N N N N N N:NN rv N M M M MM N N rv N ti .i
M
~'
c
c
W E ,t.
n
•
L
a
- Nm N N.N N NN rv N.N NN N N N N N N N N N N
0 0 0 0!
'
0 0
'
'o
-? a o
0 0 0
0 0 0 0 0
° o o
0 0
o? o 0 0 0 o a o ry o a o 0 0 0
N
1?/1
C
E ?
?i ?-1?-I ?-I ?i
m m N m ?. m m m m m m m m m m m m m m m m m m m cn ro m m m m m m m m m m m
. _
O
L _
-
a
N. :? ?, o I O 0 0 0 0 0 0 0 0 0 0 0'. o oo 0 0 0 00 0 0 0 0 0 0 0.. 0 0 0 0 0 0 0 0
o :. 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0
v p c
C C N F.
4 0 0 0 0 0 0.0 0.- N N o -:d o 0 0.0 0 0 0:0 o N d o 0 0 0 0 0 0 0 0 0 0 0 0
t/? V1 N N lA N.
V. tA.
'N Vf N N H V1 Vf H H
H VI N Vf V1 V1 N N N N r/1 M
Vf N to ah
y .
.
.
.
m
C
c
A
O
U
O
d-+
J ?
Q
Z 0
L m
l
Z
N
N
to 4
(6 4?
CL Cl
Z)
tic
.N
r
o
a,-
? Q
v ,.
u 1^
u e
a o
z a
E; &
v9
t
N
R
a
d
C
d
V
m
0
N
m_olm o_ai
0'
°a?
(O
v
O
DID=O??ic
mim mim c
z zjzjz Y
c
o;o€o0 3
3 3`=3!3 a
m m mlim'O
f
3
O
e
m rn rn m:c
v e v v N
e
e
°m
X
N
O
m
a
u
Z
0
0
O
m
a
z
c r
aE al='
ziz zIN
°' oph(m Ni
Q I7 l7 ID ,
c z?cix?
a V a?U''
m m m
z z Z z
I i
N m a+
€o=o:olo
,E ONjryi0
?v.mtm:m
;o o°o,o
o,o'N o
N
,OCm_m?ly
co:co ?
m m m'm
tZ,z`Z z
x x x
mloo;m ?
a a
o-. o.
0? n o o
a ? a o.
c c c
r
b -5: 15
x w
lr r.r r
a a
a a-a a"
= x;=Ix
irv o'.0?010?0?0 O
m C{?O1O O O O O
i
?? 010 ?0
01 N.N?N .?iEN ?
o,o(o
?O 41:01 N.NEN
tm H e1?r1?N N rv?N
I
t i
NIN'Oi0
o?o
Q?Q d d
O
m
I N
is
N ?" -co -Im1ZE
€,y O vl EJ r t4 10
€e NIC ? ??Oxt P Q?N?N
c (
vl OO O O O?O ?
a . ? m v+ rir I ?_
?;? j?a ? ? IIu u
a -o a s"a a a a alp B y aka a
_ =i= x x(o ° 0 =1 o'oc olc c
lu u u u`V f?4- 4- d u'n dla o_
t
Im m!m1m m m mjm m'm m,m
?z z;z z z?z z-zEz?z?Zjz. zlz z
m elm mom m mjo v In
v v etc v a v
N? d
a o
a c o a
m m m m
z z?zz
S
n mm o
v e,e
O C
a v
E) E E
0 0?0
aia?a
aat
i
0io!c
mtm m
z=zlz
.?INSm
I?
? E
°
Io
a
-O z
JD C
? C
m z z
i
v
E
a
a
z
I
I
f
i
r r
0 0
o a n:
a a <
}a a I
la ? O?
D o 0?
Im m m
zz z)
? a
u
t
I
d, v•
?v
v>-
a,a.
C
N a N `
O L C ?
d C ? a
O
d ? w H
L m
C C C F
? a n a
O
Z
? 3
_ a
c i n
y
u E ? _ n
a
Q E o
L -
a a
N v> f E g a
d $? ^'v oaa
t G? 'C .C W c m; n
G a a. E u
C
0
4-
J ?
Q ?
Z
CO
z
r'4 -0
a N
N }?
fB f6
d n
b?
C
?N
C
o a
u ^
0
` V
a w ry
s
v 0
2 a
f0
a
0
r
Gl
3
-o
v
a
u
ra
m
0
v
v
a
Z _ m
o ? o
c s
w u a
0 0 ? ?
? O o 0
c u u
t==o
a V a
tD «
u ?
0
=m
?Z
Z
25C-101
U
X
W
SIGNATURE TECHNOLOGY GROUP
Data Center Solutions Professionals
REQUIRED PERFORMANCE STANDARDS
AND
PENALTIES FOR NON-PERFORMANCE
The Acceptable Quality Level (AQL) shall be used as a measure to express the maximum
deviation allowed from the established Agreement standard; which if exceeded shall be
considered unacceptable performance. The AQL does not imply that the vendor may knowingly
perform in a defective manner, but instead it implies that the City recognizes the fact that there
exists an element of unintentional human error. If defective performance exceeds the standard
as stated in the Required Performance Standards defined herein, a Contract Discrepancy
Report shall be issued, a copy of which shall be provided to STG and other action shall be taken
as the City deems necessary. Additionally, STG is required to correct the deficiency.
The Required Performance Standards shall identify the key performance indicators of the
Agreement and those shall be evaluated by the City to ensure that STG meets the Agreement
Performance Standards.
STG shall grant Monthly Maintenance Charge (MMC) credits to the City for STG's failure to
respond timely, STG's failure to repair equipment timely and for equipment effectiveness level
deficiencies. The MMC applies to each equipment item that is to be duly maintained by STG,
and is defined as the fixed monthly/annual maintenance charge, as specified in Exhibit D -
Asset List. Equipment item credits will be applied against the MMC for the applicable
equipment item.
STG shall accumulate response, repair and downtime information by equipment item and shall
use the information to calculate MMC credits for each equipment item on a calendar month
basis. The City will also accumulate response, repair and downtime information and calculate
MMC credits. STG's records shall be subject to comparison with the City's records. STG shall
itemize MMC credits due to the City, by equipment item; on each monthly/annual invoice (as the
case may be) and reduce the invoice charges by the amount of the credits. STG shall apply
MMC credits for any given month on that months' corresponding Invoice.
If STG's maintenance personnel fail to arrive at the City site within the stipulated response time,
STG shall grant a credit to the City equal to twenty five (25) percent of the MMC for all the
equipment items that are inoperable due to a malfunction. In the event that the City notifies STG
of the need for remedial maintenance service but defers STG's arrival, the deferred time will be
deducted from STG's total response time before calculating any credits due to the City
If STG's maintenance personnel fail to repair inoperable equipment within the stipulated repair
time, STG shall grant a credit to the City equal to twenty five (25) percent of the MMC for all the
equipment items that are inoperable due to the malfunction. In the event that the City defers
STG's arrival or denies STG access to inoperable equipment or to other equipment required to
complete the repair(s), the deferred and/or denied time will be deducted from the total repair
time before calculating any credits due to the City. This provision does not apply to equipment
that becomes inoperable due to the fault or negligence of the City.
Page 4 of 5
2424 West Desert Cove Avenue, Phoenix, AZ 85029 • (800) 229-7900 • www.SignatureTechnology.com
Exhibit D
25C-102
SIGNATURE TECHNOLOGY GROUP
Data Center Solutions Professionals
4
The downtime hours for each equipment item shall be accumulated for the month and the total
monthly downtime hours shall be applied to the table below to determine the credit. If the total
monthly downtime hours for an equipment item equals or exceeds any of the downtime hours
listed in the table below, STG shall grant to the City the corresponding MMC percentage credit.
Downtime Hours
(Equals or Exceeds) MMC Credit (Percentage of MMC)
12 hours 25%
19 hours 50%
24 hours 75%
40 hours 100%
Monthly maintenance payments shall be determined by subtracting MMC credits due to the City
from the MMC for each equipment item. Applicable credits include repair time credits,
effectiveness level credits, and credits for failure to respond timely.
If the MMC minus the MMC credits due for any item during any calendar month results in a
negative figure, the total amount due to STG for that item is zero ($0.00).
Page 5 of 5
2424 West Desert Cove Avenue, Phoenix, AZ 85029 • (800) 229-7900 • www.SignatureTechnology.com
Exhibit D
25C-103
25C-104