Time Definitions. Reporting Tools: AMDB and KACE Exceptions: Any assets within the sample set that are unavailable or inaccessible to Supplier tools and/or Supplier Personnel will be excluded from this calculation Supplemental definition of terms: In order to measure this SLA each month a random sampling of ***% of the actively reporting KACE servers and workstations will be obtained. The criteria determine if the CIs are compliant will be the following: Does the device exist in the AMDB? If no, then this counts as a failure If yes, then is the device in ‘deployed’ status in the AMDB?If not in a ‘deployed’ status, then this counts as a failure If yes and in a Deployed status then compare the data pulled from KACE and compare it to the comparable field of data in the AMDB If any of the fields for a device does not match, then the device counts as a failure All others are accurate [this count to feed into the count of accurately reported CIs within the sample set Each device included in a random sample audit will be tagged with a Last Audit Date. Devices with Last Audit Dates within the preceding *** will be excluded from inclusion in the random sampling.The results of the audit and supporting data will be provided to Service Management as per their processes to include the data in the SLA calculations and reporting requirements.Each device failing the audit will be remediated each month and will have an on-line edit function to record notes as to the remediation.Each *** prior to the new sampling, the previous *** sampling and remediation will be snapped to an archive.Each *** Asset Management will review the previous *** audit results with CLGX. Low Volume Eligible: No Threshold parameters: ***% SLA Metrics and parameters:(field names in OPAS) Supported CompanyRandom ***% of the CI SamplingAttributes to be compared for audit consist of the following:KACE ID - to identify matches in the AMDBHost NameStatusDomainIP AddressMAC AddressOS TypeService PackHard Drive SizeTotal RAM Logical description of the SLA calculation: Report CriteriaManual Audit will be conducted. Any failure on data based on attribute to sampling of ***% of the CIs will be considered an SLA miss, a CI must meet the following requirements in order to pass the audit:Device in AMDB = YesAMDB Status = DeployedAMDB Data = KACE Data Calculations (will be done Manually by Service Management)Audit Accuracy = The count of accurately reported CIs within the sample set/ the total count of sample set CIs 8. 2.2.h KM-SM...
Time Definitions a. Fiscal Year operates from July 1 through June 30.
Time Definitions. Reporting Tools: OPAS Incident Management /Change Management, Atrium CMDB Exceptions: - Individual mailbox or mobile device Availability, individual incoming and outgoing mail delivery time. - Single point of failure (excluding RAID0 mail stores) of hardware, Software, or carrier services Supplemental definition of terms: Low Volume Eligible: No Threshold parameters: Expected Service Level – ***% SLA Metrics and parameters: (field names in OPAS) Supporting CompanyPriorityProduct Catalogue Tier 3Incident IDIncident Related ChangeIncident Assigned Date/TimeIncident Resolved Date/TimeChange IDChange CI UnavailabilityChange CI Unavailability Start Date/TimeChange CI Unavailability End Date/TimeCMDB Service Tier Logical description of the SLA calculation: Report CriteriaSupporting Company = “CORELOGIC”,”STARS”,”RELS”,”FINITI”, Priority = Critical or HighCMDB Service Tier = “Exchange” CI Name as provided aboveIncident Resolved Date/Time = Period of ReportingIncident Related Changes for All incidents during the Period of Reporting Calculations Service Level Achievement = (Total number of hours of Exchange Email Service UPTIME/ Expected Uptime * 100%
Time Definitions. Reporting Tools: OPAS Service Requests Exceptions: - Any Storage provisioning requests which exceed (in sum) more than 5% of allocated storage during the designated Measurement Period will be excluded. - Locally attached storage - Third Party Hardware Exception Supplemental definition of terms: Measures the percentage of Tier 1, 2, and 3 storage configuration service requests, less than 100TB of all allocated storage, that are performed within the required timeframe during the Measurement PeriodAllocated Storage is equivalent last month’s storage capacity report which will be used a monthly baseline for the ***% value. Low Volume Eligible: Yes, provided that if any single request is not resolved within ***, then this Low Volume exception shall not apply Threshold parameters: ***% of requests completed within *** SLA Metrics and parameters:(field names in OPAS) Supporting CompanyRequest Summary NameRequest Approval Date/TimeRequest Assigned Date/TimeRequest Closed Date/TimePending TimeExcluded in SLA Reporting Logical description of the SLA calculation: Report CriteriaSupporting Company = “CORELOGIC”, “FINITI”,”RELS”,”STARS”Request Summary = “Server Storage Request” (question included at the work order level to indicate whether the request Total Size in GB)Request Closed Date/Time is within the reporting periodTotal Size in GB <100 TBExcluded in SLA Reporting <> Yes Calculations Request SLA = Request Completed Date/Time - Request Approval Date/Time- Total Pending Time Service Level Achievement (Number of successfully completed requests with Request SLA /Total number of requests in the measurement period) * 100%
Time Definitions. Reporting Tools: OPAS Service Requests
Time Definitions. Reporting Tools: Incident Ticket
Time Definitions. Reporting Tools: Manual Report Exceptions: Minimum acceptable returned surveys: ***% of surveys returned Supplemental definition of terms: Measures Supplier's performance through a jointly created *** (every *** and ***) survey to 'CoreLogic Operational Managers' (Measured on a –*** scale). Expected survey set of *** individuals. Average of all the scores related to the single overall satisfaction question selected by an Operational Managers in such survey (on a scale of ***, with *** representing the highest level of satisfaction. Low Volume Eligible: No Threshold parameters: >=*** SLA Metrics and parameters: (field names in OPAS) Supporting CompanySurvey Sampling and Survey Results Logical description of the SLA calculation: Report CriteriaTotal Survey Feedback received ***% of Surveys Sent Calculations Service Level Achievement = (Sum of score responses from Operational Managers/ Number of responses received) * 100%
Time Definitions. Reporting Tools: OPAS Incident Management Exceptions: - The *** or more incidents per day will be excluded from SLA calculation. - Batch emergency restores will be excluded from the On-Time Completion percentage calculation. Supplemental definition of terms: Measures the percentage of emergency restore Incidents that are initiated via the physical restore within the required timeframe during the Measurement Period Low Volume Eligible: No Threshold parameters: ***% of incidents initiated within *** SLA Metrics and parameters:(field names in OPAS) Supporting CompanyProduct Name (Emergency restores will always be done via incident t)Pending TimeIncident Assigned Date/TimeIncident Resolved Date/TimeProduct Name Excluded in SLA Reporting Logical description of the SLA calculation: Report CriteriaSupporting Company = “CORELOGIC”, “FINITI”,”RELS”,”STARS”Incident Resolved date/time within the reporting periodProduct Name = EMERGENCY RESTOREExcluded in SLA Reporting <> Yes Calculations Service Level Achievement Total Number of Emergency Restore Tickets Resolved within ***/Total Number of Emergency Restore Tickets
Time Definitions. Reporting Tools: OPAS Change Management Exceptions: - Post implementation of service pack, if Microsoft through their website releases a bug notification related to that specific Service Pack & that has caused unsuccessful implementation of patch. - Time between NTT request for CoreLogic's approval and when CoreLogic provides its approval Supplemental definition of terms: Apply Patches to all instances of non-enterprise infrastructure applications including acquiring, testing, and installing multiple patches (Service Pack). Patch management tasks include: maintaining current knowledge of available patches, deciding what patches are appropriate, ensuring that patches are installed properly, testing systems after installation, and documenting all associated procedures, such as specific configurations required. Definition of Normal and Critical patches are part of the PPM documentation Low Volume Eligible: No Threshold parameters: ***% of normal patches applied in *** month and critical patches applied in *** SLA Metrics and parameters:(field names in OPAS) Requested for CompanyActual Start Date/TimeActual End Date/TimeCompleted Date/TimeExclude from SLA ReportingProduct Categorization Tier 1Product Categorization Tier 2Product Categorization Tier 3Operational Categorization Tier 1Operational Categorization Tier 2Operational Categorization Tier 3Excluded from SLA reporting
Time Definitions. Reporting Tools: OPAS Datamart Incident Management /Change Management, CMDB Exceptions: - Individual Citrix clients, individual Citrix Desktop Availability- For published applications, where the application is the root cause of the unavailability. Supplemental definition of terms: CMDB Service Tier=Citrix Low Volume Eligible: No Threshold parameters: ***% SLA Metrics and parameters:(field names in OPAS) Supporting CompanyPriorityProduct NameIncident IDIncident Related ChangeIncident Assigned Date/TimeIncident Resolved Date/TimeChange IDChange CI UnavailabilityChange CI Unavailability Start Date/TimeChange CI Unavailability End Date/Time Logical description of the SLA calculation: Report CriteriaSupporting Company = “CORELOGIC”,” RELS”,” FINITI”,” STARS”Priority = High or CriticalCMDB Service Tier = CitrixIncident Resolved Date/Time = Period of ReportingIncident Related Changes for All incidents during the Period of Reporting Calculations Service Level Achievement = (Total number of hours of Exchange Email Service UPTIME/ Expected Uptime * 100% 25. 2.9.a CSL-NW-Data Center LAN Availability DATES SLA Start Date: 8/1/2013 First Reporting Period: 8/31/2013 First Report Date: 9/6/2013 Reporting Period: *** Reporting Frequency: ***, on or before the *** following the reporting period UNDERSTANDING Contract Reference: Category: CORELOGIC-Dell Schedule A-3.1(Service Level Matrix)CORELOGIC-Dell Supplement A Critical Service Level Interpreted Intent of SLA: The intent of this SLA is to measure the Availability of Network Connectivity required for business operations - LAN (Data Center locations). Availability within data center, common communication between computing and associated devices. Redundant equipment is required. The service is determined to be available if either side of the redundancy is up and operational. Associated hours of Operation: 24x7
