137-25 Exhibits to the Resolution for Extension of Contracts for IT Network Management Services - 2025 (002).pdf

• Detail your approach to customer support. What technical support resources do customers have access to? • How is your customer support structured? What is the escalation process for reported problems or issues? • What are the hours for customer support? Does support change hands at any point? What locations is this support provided from? How do you maintain quality of support 24x7? • What kind of value-added support options are available? Can you provide a dedicated technical account manager? At what cost? • Describe your approach to account management. Who will manage the account from a business and executive level? What access will we have to company leadership? • Describe how you measure and report client satisfaction, including frequency. • Describe your processes and mechanisms for handling client inquiries and reported problems. • Describe your customer service responsiveness, hours of staff availability, and available communication mechanisms (e.g., written, verbal, electronic, face-to-face). • Describe how customer satisfaction deficiencies are addressed and resolved. • What ongoing programs are in place to manage client satisfaction? 2.14 Service Level Agreement: • Describe your service level agreements for the proposed services. Provide detailed SLAs. • Explain your company’s methods for monitoring and measuring SLAs. What options are available to us upon failure to meet your stated SLAs? 2.15 Implementation: • Describe your approach to implementing services. • What customer resources are required to support implementation? • What is the typical implementation timeframe? • How do you ensure minimal impact or disruption to the customer? • What steps do you take to ensure full and complete implementation? • Detail the handoff process once services are turned up. • What training is offered to customer staff to introduce them to the services? 25