Champions. There was often a single person who made it his or her mission to build a collaborative response to a need the individual had identified and felt passionately inclined to address. “When I was doing my Master’s in Public Health, I had read about these kinds of activities, and when I started the job three years ago I actually made a concerted effort to find partners to work on this.” (PH) “My interest in developing caregiver support services in our area was a personal one…. Over the years I developed a theory that the best way to reach them would be in the health care setting be- cause health care itself had evolved to be primarily an outpatient type of service delivery.” (PH) Incentives for Selecting and Securing Partners Grant Requirements. The funding sources would often request or require the participation of certain agencies in the collaborations they funded. “The state representatives at contract negotiations—we had all ridden down together, you know, car pooled together—and they encouraged us to collaborate together and if possible to come in with … one grant for our region so that it could save everybody time and resources.” (PH) “Really, what it was, is that the state preferred to just be dealing with them under one contract rather than four separate contracts or grants, so it was kind of a nudge from the state to say, you know, you’re all kind of working in the same geographic area with a lot of similar goals, and why don’t you work together more collaboratively.” (PH) “This particular funding source required that Area Agencies on Aging be involved in these systems changes projects.” (PH)
Champions. Champions are dedicated people from the client side who will be granted access to open tickets on the customer dedicated portal provided by Infosysta. The number of champions will be based on the chosen offering. Any additional champion outside the offering will be billed separately and charged per champion, currently $_. Managed Services Response Times Trouble Priority Time to first responce 9:00am-5:00pm Weekdays Time to assign an officer 9:00am-5:00pm Weekdays Time to resolution 9:00am-5:00pm Weekdays Service not available (all users and functions unavailable. Ex: service down) Critical 2 Hours 4 Hours 2 Business Days Significant degradation of service (large number of users or business critical functions affected) High 4 Hours 1 Business Days 3 Business Days Limited degradation of service (limited number of users or functions affected, business process can continue) Medium 6 Hours 2 Business Days 4 Business Days Small service degradation (business process can continue, one user affected) Low 8 Hours 3 Business Days 6 Business Days The above SLAs applies in case of a support ticket (Incident, bug fixing and support question) For same day services on priority “Critical” tickets must be entered before 4pm. For same day services other priorities tickets must be entered before 2pm. Client agrees that weather, traffic conditions or Force Majeure outside the control of Infosysta may extend or prevent response. Managed Services Requirements Direct access to the client’s instance: VPN, or through URL access. To troubleshoot, support, or implement any changes in a good manner, we need user accounts with admin privileges (on both UAT and Prod) In case of any regulations from the client side that prohibits a direct access to the instance, and will require a remote session access (WebEx, Zoom, Teams, etc.), this may affect the worktime and will automatically stop the SLA. In case of a remote access, a dedicated contact person from the client side is needed to be available throughout the session. Infosysta recommends having a staging environment that reflects the production instance. This will be used to test any incident, bug fixes, enhancements, or changes before applying them on prod. In case of the staging environment not available, Infosysta technical team will NOT hold any responsibility regarding the downtime or service interruption which may occur during changes and troubleshooting. For each request, a separate ticket should be opened separately. Customers r...
