Service Goals. The following chart identifies the priorities for the services covered under this agreement. Timeframes are specified in terms of business days and hours (not weekend or overtime hours) and are dependent on business requirements. Service Request - OTS Priority Matrix Priority CRITICAL (1) HIGH (2) MEDIUM (3) NORMAL (4) PROJECT (5) Description of Impacted Users Executives & Multiple Users / IT Service or IT security violation affecting the Executive users’ or the overall productivity of San Antonio College Multiple Users/ Problems with the use of an application, system or a process affecting a business function within San Antonio College Multiple Users / Problems affecting a group of people, but does not affect the overall operation of San Antonio College Single User/ Scheduled Requests/ Impacts only one person, where the function is not critical to the overall operation of San Antonio College District/College/Department Non-critical service Request Acknowledgement by IT 5 min. 30 min. 1 day 72 hrs. 1 week Resolution ASAP ASAP 1 day 72 hrs. 3 wks. – 6 months Missed Acknowledgement by IT OTS member aware of critical issue notifies IT management every 15 minutes until acknowledgement received OTS member aware of high issue notifies IT management every 15 minutes until acknowledgement received OTS member aware of medium issue sends reminder email to IT management daily until acknowledgement received OTS member aware of normal issue sends reminder email to IT management every 72hours until acknowledgement received OTS member aware of project issue notifies Director of Information Technology every week until acknowledgement received Proactive Notification IT management sends hourly updates to Director of Information Technology, IT Security liaison, Help Desk and update System Alerts IT management sends hourly updates to Hourly updates to Director of Information Technology, Help Desk and update System Alerts Assigned technician emails problem status to immediate supervisor, Help Desk and update System Alerts N/A Assigned technician emails weekly updates to client and/or Supervisor Missed Resolution N/A N/A OTS member aware of missed resolution escalates to next support level OTS member aware of missed resolution escalates to next support level OTS member aware of missed resolution escalates to Director of Information Technology Metric Performance Criteria Service Response All calls will be responded to. Respond to 90% of service requests within the specified time...
Service Goals. NMR/LR is a service agency that provides websites, email, social media, ecommerce functionality and advertising media buying management services to the Client. The details of the service arrangement are enumerated in prospectus files delivered during sales engagements. The terms of services outlined in the prospectus files is negotiated in part by the Client’s brand owner, franchise or cooperative (“Affiliate”), and NMR is agrees to maintain strict adherence to the terms and conditions outlined in that prospectus. For more information regarding specific program details, please refer to the program prospectus, “Sign Up Today” form or contact your customer service representative, NMR Specialists or program administrator for more details. NMR/LR sometimes develops core programs in partnership with Affiliates that consist of basic templates for displaying information on the web, in email marketing, on Facebook, on Twitter and other media (“Client media services”). This establishes a clear brand strategy for the Client who will use the templates to create a presence across online media. These Client Media Services include but are not limited to web merchandised product data, Shopify website templates, email marketing templates, social media images, post templates, blog articles, graphics, digital ads, Shopify platform applications and stock images. NMR/LR will assist the Client in establishing Client media services which become the platform for delivering specific content to the Client’s consumers. This setup period is known as Initiation of Services (“onboarding”). Once Client media services have been established, monthly contact by NMR/LR with the Client will assist NMR/LR in the development of content that will be used to create a monthly brand messaging plan. This phase is called Monthly Services. The content and messaging created from Client content, including events, coupons, careers, print advertising, product information and the like will be communicated in various forms to consumers through Client media services. The goal is to maintain consistent messaging across all online media where the Client’s consumers may attempt to find the Client. NMR strives to assist small to medium sized business modernize their promotional methods to compete more effectively in local markets.
Service Goals. To reduce tobacco related disparities in the LGBTQ+ Community by implementing community- based PSE strategies and activities.
Service Goals. NMR is a service agency that provides web, email and social media brand management services to the Client. The details of the service arrangement are enumerated in prospectus files delivered during sales engagements. The terms of services outlined in the prospectus files is negotiated in part by the Client’s brand owner, franchise or cooperative (“Affiliate”), and NMR is required to maintain strict adherence to the terms and conditions outlined in that prospectus. For more information regarding specific program details, please refer to the program prospectus, “Sign Up Today” form or feel free to contact your customer service representative, NMR Specialists or program administrator for more details. NMR develops core programs through Affiliates that consist of basic templates for displaying information on the web, in email marketing, on Facebook, on Twitter and other media (“Client media services”). This establishes a clear brand strategy for the Client who will use the templates to create a presence across online media. NMR will assist the Client in establishing Client media services which become the platform for delivering specific content to the Client’s consumers. This setup period is known as Initiation of Services (“onboarding”). Once Client media services have been established, monthly contact by NMR with the Client will assist NMR in the development of content that will be used to create a monthly brand messaging plan. This phase is called Monthly Services. The content and messaging created from Client content, including events, coupons, careers, print advertising and the like will be communicated in various forms to consumers through Client media services. The goal is to maintain consistent messaging across all online media where the Client’s consumers may attempt to find the Client. NMR strives to assist small to medium sized business modernize their promotional methods to compete more effectively in local markets.
Service Goals. The goal of the Grant Contract is to provide start-up funding for agencies to implement Group Prenatal Care. The Grantee shall:
Service Goals. Manage computer and network operations to maintain a 96% availability of Utility hardware and software systems during scheduled hours. (This 96% availability applies to all components housed within and under the direct control of the college. Outages of vendor-controlled resources are beyond immediate college management control and are not included in this calculation.) Log all support calls with an immediate goal of resolving 50% at level-1 and a long term goal of resolving 75% at level-1. Deliver all projects to specification within 10% of calendar target, staffing plan, and financial budgets. Targets and budgets are set once project requirements have been documented. Hours of Support The Library Management System is scheduled to be available 7:00am - 7:00 p.m. Monday - Friday (non-holiday) Batch operations will be supported 24 hours a day Monday - Friday, if needed.
Service Goals. A. The provision of nurturing care and supervision while ensuring that each child’s safety and well-being is protected;
Service Goals. (i) Each date on which one or more of the Participant's Restricted Units vest shall be deemed a “Vesting Date.”
Service Goals. Manage technology resources to maintain a 98% availability of college hardware and software systems during scheduled hours. (This 98% availability applies to all components housed within and under the direct control of the Information Technology department at NRCC. Outages of vendor-controlled resources are beyond immediate college management control and are not included in this calculation.) Location New River Community College 0000 Xxxxxxx Xxxxx Route 100 North Dublin, VA 24084 Contacts Help Desk - (000) 000-0000, ext. 4400 Director of Information Technology - (000) 000-0000 Email - XX0XXXX@xx.xxx Fax - (000) 000-0000 Hours of Support The AIS, HR, SIS, on-line system is scheduled to be available from: 7:00am - 7:00 p.m. Monday - Saturday (non-holiday) Batch operations will be supported 24 hours a day Monday - Friday, if needed. Environments Supported All data base, application, and file server components of the Student Information System under direct control of the college. All telecommunication and network equipment supported by the college.
Service Goals. Provide HIV-related care and support services for those persons affected by HIV disease who do not have sufficient health care coverage or financial resources and are seeking such services.
