PROBLEM TRACKING Clause Samples

PROBLEM TRACKING. 19.1 A summary of all Support Desk Cases are reviewed on a weekly basis with the Director of Professional Services. Cases and their status are reviewed against targets and performance levels set out in this agreement. Constant monitoring is conducted to highlight areas of improvement internally and in this process to ensure the Client has the best possible experience when reporting problem cases. 19.2 Feedback is communicated on agreed periodic terms with the Business Intelligence (Assimil8) contact.

PROBLEM TRACKING. SSI will open a ticket in its problem tracking database system for all problems reported by OEM. 3.1 OEM will maintain its own internal problem database and record all problems reported to SSI Technical Support. OEM will be responsible for tracking and updating its internal problem reports. 3.2 OEM will have Internet access to SSI’s problem tracking database system for all open/closed tickets for their account to get immediate ticket status. 3.3 OEM will have Internet access to SSI’s Knowledge Database of resolved Defects

PROBLEM TRACKING. NeuLion shall establish and maintain a ticketing system for tracking of material problems with any of the Services (including any problem reported to NeuLion by NHL), the personnel assigned to resolve the problem, the anticipated steps to resolve the problem, and the time and date when the problem was reported and resolved. NeuLion shall ensure that personnel designated by NHL have full, unrestricted access to this ticketing system on a real-time basis via a password-protected Internet website or via another mechanism authorized by NHL. NHL and NeuLion shall implement the Escalation Procedures to ensure that each of them is made aware of higher severity problems and that such problems are resolved according to the Escalation Procedures in a timely and appropriate manner.

PROBLEM TRACKING. The contractor shall develop and maintain a system to monitor and provide feedback concerning problems or deficiencies discovered during any phase of Government approved testing, and shall include problems or deficiencies discovered by the fleet or FOR OFFICIAL USE ONLY

PROBLEM TRACKING. All requests for assistance will be logged and the response time to the request recorded together with details of resolution of the problem.

PROBLEM TRACKING. The Call Centre files a ticket for 100% of the interactions that must be escalated. If the problem is not resolved on the first contact, it is either scheduled for a Service on Site (SOS) visit, or escalated within Information Systems. Open tickets assigned to the Call Centre are reviewed daily. Tickets escalated outside of the Call Centre are reviewed weekly. Call Centre, Service and Repair, and Desktop Services staff make on-site visits to fix faculty and staff computing problems that cannot be resolved over the phone. SOS is designed to assist users needing specific, on-site desktop support on an infrequent basis. Average wait time for an SOS appointment is 2 days. For critical problem resolution, SOS will be provided within 4 hours. During busy periods the wait for non-critical problems can be substantially longer. Critical issues include connectivity problems and severe virus problems. Staff typically schedule these appointments within 1 business day. The Call Centre’s computer walk-in service provides the hands-on assistance of a Call Centre staff member, who will supply the tools and guidance during the appointment to remedy the computer problem. To take advantage of the walk-in service, customers must schedule an appointment with the Call Centre technician by emailing ▇▇▇▇▇▇▇.▇▇▇▇▇▇▇@▇▇▇▇▇.▇▇

PROBLEM TRACKING. (i) Problems and service requests are logged and classified and records of all problems (including full details of their resolution) and service requests shall be kept by Bibit and shall be made available to Skype on request as soon as reasonably practicable after such request. (ii) Problem management timeframes will be tracked for initial notification of problem, who was notified of the problem, notification time to Skype, communication update time intervals, problem identification, problem temp fix and problem permanent fix. (iii) Bibit will endeavour to provide reporting, for the regular meetings, of each incident.