Business Signatories. Name Position Business Group Signature Xxxx Xxxxxxx CEO AllscriptsMisys Xxx Xxxxxxx COO AllscriptsMisys Xxxx Xxxxx EVP Information Systems Xxxxx Xxxxxx VP Application Services Xxx Xxxxx VP Infrastructure Services Service Management
Business Signatories. Name Position Business Group Signature Xxxx Xxxxxxx CEO AllscriptsMisys Xxx Xxxxxxx COO AllscriptsMisys Xxxx Xxxxx EVP Information Systems Xxxxx Xxxxxx VP Application Services Xxx Xxxxx VP Infrastructure Services Service Management 3 Criteria for Service Level Management Services Description Specifications Incident Management Process This is the process for the recording, diagnosis, tracking, and closure of Service Desk Incidents. This includes the flow of information, call Priority definitions and call resolution responsibilities. This covers from initial contact by the user to incident closure. This process shall include a process for notifying AllscriptsMisys of outages, as well as a process for analysis of Priority 1 issues and resolutions thereof. See Priority Definitions for details. Service Desk Coverage Hours The time Service Desk will be available to accept incidents. 5 x 24 hours Monday to Friday (Incl. Sunday for Dubai). The parties shall discuss implementing an off-hours emergency service desk process. Call Logging This is the process to capture requests, symptoms, priority, contacts and relevant information. Service Management Service Teams Service teams provide the next level of support when the Service Desk cannot resolve the incident The following groups make up the Service Teams: • Service Desk: Provides incident logging and 1st line resolution support. • Desktop Services: provides support for desk-side related issues (On-site or Remotely). • Applications Services • Data Center Services • Data and Voice • Messaging Response time (Local Business Hours) The response time is the length of time for the technical team to respond and acknowledge the user’s request. The response to the user can be in the form of an system response or a telephone call. For purposes of clarification, the metric for response time will be the time between when a call is received and when a technician picks up the call. See response times for details. Resolution Target (Local Business Hours) The target time that it will take to resolve each incident depending on priority. See response times for details. Incidents Status The Service Desk will provide regular updates on progress in resolving incidents to the user. See response times for the timing of status incidents.
