Common use of Service Goals Clause in Contracts

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 timeframe shown in the table above. Service Resolution All service requests should be resolved. Resolve 70% of service requests within the specified timeframe shown in the table above. Escalation of a service request is the act of calling upon the next higher level of support for action on the request, from level 1 to 2 and level 2 to 3. A help desk technician may escalate a call to a higher level of support in a number of circumstances. These include: • Response or resolution time for support provided by a given level has been exceeded. • Insufficient access rights to resolve the problem. • The problem requires a skill set available at Level 2 or 3. • Initial problem diagnostic efforts indicate a need for more expertise.

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 timeframe shown in the table above. Service Resolution All service requests should be resolved. Resolve 70% of service requests within the specified timeframe shown in the table above. Escalation of a service request is the act of calling upon the next higher level of support for action on the request, from level 1 to 2 and level 2 to 3. A help desk technician may escalate a call to a higher level of support in a number of circumstances. These include: •  Response or resolution time for support provided by a given level has been exceeded. •  Insufficient access rights to resolve the problem. •  The problem requires a skill set available at Level 2 or 3. •  Initial problem diagnostic efforts indicate a need for more expertise.