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

. 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? . How do you handle implementing services across widespread, geographically dispersed facilities? . What options are available for implementation? Remote installations? On-site field engineers? 2.16 Industry Specific Experience: . How many government or higher education clients do you provide monitoring or security device management services for? Please see our reference list. * What reports are available comparing customers to peers and others in their industry? For security purposes, we can provide generalizations of other incidents, but do not discuss individual details of other client’s networks. 2.17 Customer Satisfaction: ° Describe your process and mechanisms for handling client inquiries and reported problems, Customers have direct access to Pascack Data’s management team, . Describe how you measure and report client satisfaction, including frequency. Since the customer is interacting with our engineers, we expect them to keep management informed. We also anticipate that all managed services customers will meet with us several times a year for periodic updates. . Describe how satisfaction deficiencies are addressed and resolved (in your service level agreement or elsewhere). Customer satisfaction is a top priority for the Management at Pascack Data. We believe immediate attention is usually the best course of action, which can be handled by conference call or a face to face meeting. . Provide your latest client satisfaction results. Our average customer has been with us for over 10 years and many of our customers have been with us over 25 years, 2.18 Firm References: [Type here]