Number of Clients Affected. The hardware/applicati on failure affects a large number of clients. The hardware/applicati on failure affects a large number of clients. The hardware/applicati on failure affects a small number of clients. The hardware/applicati on failure may only affect one or two clients. Workaround [This bullet carries the heaviest weighting of the characteristics for Severity 1 and 2.] There is no acceptable workaround to the problem (i.e., the job cannot be performed in any other way). There is an acceptable and implemented workaround to the problem (i.e., the job can be performed in some other way). There may or may not be an acceptable workaround to the problem. There is likely an acceptable workaround to the problem. Response Time Severity 1 (Critical) Severity 2 (High) Severity 3 (Medium) Severity 4 (Low) Within one hour. Within one hour. Within eight hours or by next business day. Within eight hours or by next business day.
Number of Clients Affected. The application failure affects a large number of users. The application failure affects a large number of users. The application failure affects a small number of users. The application failure may only affect one or two users. Workaround [This bullet carries the heaviest weighting of the characteristics for Severity 1 and 2.] There is no acceptable workaround to the problem (i.e., the job cannot be performed in any other way). There is an acceptable and implemented workaround to the problem (i.e., the job can be performed in some other way). There may or may not be an acceptable workaround to the problem. There is likely an acceptable workaround to the problem. Response Time Within thirty service operating minutes. Within four service operating hours. Within eight service operating hours Within twelve service operating hours
Number of Clients Affected. The application failure affects a large number of clients. The application failure affects a large number of clients. The application failure affects a small number of clients. The application failure may only affect one or two clients. Workaround [This bullet carries the heaviest weighting of the characteristics for Severity 1 and 2.] There is no acceptable workaround to the problem (i.e., the job cannot be performed in any other way). There is an acceptable and implemented workaround to the problem (i.e., the job can be performed in some other way). There may or may not be an acceptable workaround to the problem. There is likely an acceptable workaround to the problem. 30 Guardian Technologies Response Time Initial Incoming call to Guardian 8 AM to 8 PM EST 8 PM to 12 AM EST 12 AM to 8 AM Guardian Help desk Receives call Call back within 30 minutes, acknowledge and verify issue Call back within 30 minutes, acknowledge and verify issue Call back within 60 minutes, acknowledge and verify issue Technical response Technical response time 2 hours from receipt of call Technical response time 2 hours from receipt of call Technical response time 5 hours from receipt of call Best effort problem resolution shall to the spirit of the Guardian support. Roles and Responsibilities Calyx has the following general responsibilities under this agreement: · Calyx will conduct business in a courteous and professional manner with Guardian. · Calyx users, clients, and/or suppliers using the applications stated in the Statement of Work will use the appropriate help desk to request support. · Calyx will use their own appropriate help desk to provide level 1 support, including creating problem tickets and work orders and assigning responsibility to the appropriate resource. · Calyx will use their own appropriate IS group to provide level 2 server, network, firewall, and infrastructure support services, including Web server, authentication software, software installation, application installation on production servers, database connections, and database changes. · Calyx will provide all information required to open a support request. · Calyx will assign severity codes adhering to the correct usage of these codes as defined in Calyx case management process. · Once a support request has been submitted, Calyx will make themselves available to work with the Guardian support resource assigned to the support request. · Calyx end users do not contact Guardian support resources directly ...
Number of Clients Affected. The equipment and software failure affects a large number of clients. The equipment and software failure affects a large number of clients. The equipment and software failure affects a small number of clients. The equipment and software failure may only affect one or two clients. Workaround [This bullet carries the heaviest weighting of the characteristics for Severity 1 and 2.] Severity 1 (Critical) Severity 2 (High) Severity 3 (Medium) Severity 4 (Low) There is no acceptable workaround to the problem (i.e., the job cannot be performed in any other way). There is an acceptable and implemented workaround to the problem (i.e., the job can be performed in some other way). There may or may not be an acceptable workaround to the problem. There is likely an acceptable workaround to the problem. Response Time Within one hour. Within one hour. Within eight hours or by next business day. Within eight hours or by next business day. Resolution Time The maximum acceptable resolution time is 24 continuous hours, after initial response time. The maximum acceptable resolution time is two business days. The maximum acceptable resolution time is 3 business days. The maximum acceptable resolution time is 5 calendar days. Levels of Service The service levels offered by the Supplier to the Bank are described below. The Supplier’s goal must be to meet, and even exceed, when possible, the levels of services described below. Service Level Severity 1, 2 Severity 3, 4 24/7 - The Supplier and/or Local Agent shall provide support 24 hours, seven days a week by phone and/or on-site intervention by operations and network service specialists. - Support requests are taken 24 hours, seven days a week. - Telephone call back within one hour from receipt of the request by the Supplier and/or Local Agent. - Guaranteed delivery of hardware replacements within four (4) business days of receiving the request for support. - Requests taken 24 hours, seven days a week. - The Supplier and/or Local Agent shall provide support during normal working hours in the Bank, by phone and/or on-site intervention. - Call back within one hour during normal working hours at the Supplier or Local agent. - Guaranteed delivery of hardware replacements within four (7) business days of receiving the request for support.
Number of Clients Affected. The hardware/application failure affects a large number of clients. The hardware/application failure affects a large number of clients. The hardware/application failure affects a small number of clients. The hardware/application failure may only affect one or two clients. Workaround [This bullet carries the heaviest weighting of the characteristics for Severity 1 and 2.] There is no acceptable workaround to the problem (i.e., the job cannot be performed in any other way). There is an acceptable and implemented workaround to the problem (i.e., the job can be performed in some other way). There may or may not be an acceptable workaround to the problem. There is likely an acceptable workaround to the problem. Response Time Within one hour. Within one hour. Within eight hours or by next business day. Within eight hours or by next business day. Resolution Time The maximum acceptable resolution time is 24 continuous hours, after initial response time. The maximum acceptable resolution time is two business days. The maximum acceptable resolution time is 3 business days. The maximum acceptable resolution time is 5 calendar days.
Number of Clients Affected. The The The The hardware/applicatio hardware/applicatio hardware/applicatio hardware/applicatio n failure affects a n failure affects a n failure affects a n failure may only large number of large number of small number of affect one or two clients. clients. clients. clients. Workaround [This bullet carries the heaviest weighting of the characteristics for Severity 1 and 2.] There is no There is an There may or may There is likely an acceptable acceptable and not be an acceptable workaround to the implemented acceptable workaround to the problem (i.e., the job workaround to the workaround to the problem. cannot be problem (i.e., the job problem. performed in any can be performed in other way). some other way). Response Time Within one hour. Resolution Time Within one hour. Within eight hours or by 5pm of the next business day. Within eight hours or by 5pm of the next business day. [insert resolution time] [insert resolution time] [insert resolution time] [insert resolution time] Reference: ADB/CTR/CGSP/2014/0008 - Mobile Devices Management Solution
Number of Clients Affected. The equipment failure affects a large number of clients. The equipment failure affects a large number of clients. The equipment failure affects a small number of clients. The equipment failure may only affect one or two clients. Workaround [This bullet carries the heaviest weighting of the characteristics for Severity 1 and 2.] There is no acceptable workaround to the problem (i.e., the job cannot be performed in any other way). There is an acceptable and implemented workaround to the problem (i.e., the job can be performed in some other way). There may or may not be an acceptable workaround to the problem. There is likely an acceptable workaround to the problem. Response Time Within one hour. Within 2 hours. Within4 hours or 8 hours. Within eight hours or by next business day. Resolution Time The maximum acceptable resolution time is 24 continuous hours, after initial response time. The maximum acceptable resolution time is (2) business days. The maximum acceptable resolution time is three (3) business days. The maximum acceptable resolution time is five (5) calendar days. Service Level Severity 1, 2 Severity 3, 4 12/6 - The Supplier and/or Local Agent shall provide support 12 hours, six days a week by phone and/or on-site intervention by operations and network service specialists. - Support requests are taken 12 hours, six days a week. - Telephone call back within one hour for Severity 1 and four hours for Severity 2, from receipt of the request by the Supplier and/or Local Agent. - Guaranteed shipment of hardware replacements within four (4) business days of receiving the request for support. - Requests taken 12 hours, six days a week. - The Supplier and/or Local Agent shall provide support during normal working hours in the Bank, by phone and/or on-site intervention. - Call back within eight hours during normal working hours at the Supplier or Local agent. - Guaranteed shipment of hardware replacements within four (4) business days of receiving the request for support. Delays in the Supplier’s Performance
Number of Clients Affected. This critical issue affects a large number of Clients. The issue affects a large number of Clients. The issue affects a small number of Clients. The issue may only affect one or two Clients. Workaround [This carries the heaviest weighting of the characteristics for Severity 1 and 2] There is no acceptable workaround to the problem (i.e., the job cannot be performed in any other way). There is an acceptable and implemented workaround to the problem (i.e., the job can be performed in some other way). There may or may not be an acceptable workaround to the problem. There is likely an acceptable workaround to the problem. Response Time Within one hour. Within four hours. Within eight hours or by next business day (EST). Within eight hours or by next business day (EST). Resolution Time The maximum acceptable resolution time is 24 continuous hours, after initial response time. The maximum acceptable resolution time is five business days. The maximum acceptable resolution time is 30 business days. The maximum acceptable resolution time is 90 calendar days.
Number of Clients Affected. The application failure affects a large number of clients. It affects the smooth operation of Business The application failure affects a large number of clients. It affects the smooth operation of Business The application failure affects a small number of clients. The application failure may only affect one or two clients. Workaround There is no acceptable workaround to the problem (i.e., the job cannot be performed in any other way). There is an acceptable and implemented workaround to the problem (i.e., the job can be performed in some other way). There may or may not be an acceptable workaround to the problem. There is likely an acceptable workaround to the problem.
Number of Clients Affected. The application failure affects a large number of users. The application failure affects a large number of users. The application failure affects a small number of users. The application failure may only affect one or two users. Workaround Carries the heaviest weighting of the characteristics for Severity 1 and 2. There is no acceptable workaround to the problem (i.e. the job cannot be performed in any other way). There is an acceptable and implemented workaround to the problem (i.e. the job can be performed in some other way). There may or may not be an acceptable workaround to the problem. There is likely an acceptable workaround to the problem. Response Time Within four business hours. Within four business hours. Within eight business hours. Within eight business hours. Client shall be entitled to a credit in the amount of ten percent (10%) of the monthly MCCi SLA fees due in the event that MCCi fails to meet its response time commitments as set forth above and such credit will be reflected on the next month’s invoice. In the event that MCCi is unable to meet its SLA commitments as set forth herein in any two times (2x) in a six (6) month period or any three times (3x) in any twelve (12) month period, Client may immediately terminate the Agreement for cause upon written notice and Client shall be entitled to a pro-rata refund of any prepaid, unused fees paid specifically for the SLA hereunder. If any credits remain upon expiration or termination of the SLA, such credits will be converted into a refund and remitted to Client within thirty (30) days thereof. APPENDIX B
