Root Cause A method of determining primary causes of recurring problems. Analysis Schedule All references to schedule (e.g., 0730 hours) in the service level requirement tables are PST. Scheduled Will be approved by FPPC prior to Contractor interruption to service, regardless of Outages outage day or time. Target The desired level of service FPPC is seeking for that particular service level requirement. Time-to-Answer Elapsed time once ACD or IVR routes call to live agent. Time to Resolve The elapsed time between the first contact between FPPC and the Contractor and resolution of the problem and restoration of functionality. Time to Respond The elapsed time between the first contact between FPPC and the Contractor and initiation of remedial work by the Contractor. User Account Completion of one or more steps necessary to establish or modify an account for an (Install, move, add Authorized User, to include: ((Re)set up Authorized User login environment ; (Re)set or change) up home directory and shared directory access; (Re)set up e-mail access ;(Re)set up permissions). Weighting Factor An offset to adjust the service payments by FPPC for non-performance. Problem Severity Levels Severity Levels define the impact of a problem on the ability of SEFS System users to perform their business. Severity Level is based on business impact, the number of affected users, and the type of user. The Bidder shall complete the Escalation Procedures associated with each Severity Level as described in the tables below: Severity Level 1 Frequency of FPPC Impact. Escalation Procedure Update Severe problem affecting production, demanding FPPC receives a status Timeframe for invoking immediate attention report within first hour and Escalation Process: every two hours thereafter Normal service has been disrupted To be completed until resolved. by the Bidder Major system component inoperative Total FPPC site failure Multiple FPPC groups impacted Critical FPPC groups impacted Potential for loss of revenue A computer virus incident affecting 5 or more users in a period of less than 60 minutes
Root Cause Analysis A method of determining primary causes of recurring problems. Schedule All references to schedule (e.g., 0730 hours) in the service level requirement tables are PST. Scheduled Outages Will be approved by FPPC prior to Contractor interruption to service, regardless of outage day or time. Target The desired level of service FPPC is seeking for that particular service level requirement. Time-to-Answer Elapsed time once ACD or IVR routes call to live agent. Time to Resolve The elapsed time between the first contact between FPPC and the Contractor and resolution of the problem and restoration of functionality. Time to Respond The elapsed time between the first contact between FPPC and the Contractor and initiation of remedial work by the Contractor. User Account (Install, move, add or change) Completion of one or more steps necessary to establish or modify an account for an Authorized User, to include: ((Re)set up Authorized User login environment ; (Re)set up home directory and shared directory access; (Re)set up e-mail access ;(Re)set up permissions). Weighting Factor An offset to adjust the service payments by FPPC for non-performance. Problem Severity Levels Severity Levels define the impact of a problem on the ability of SEFS System users to perform their business. Severity Level is based on business impact, the number of affected users, and the type of user. The Bidder shall complete the Escalation Procedures associated with each Severity Level as described in the tables below: Severity Level 1 Impact. Frequency of FPPC Update Escalation Procedure Severe problem affecting production, demanding immediate attention Normal service has been disrupted Major system component inoperative Total FPPC site failure Multiple FPPC groups impacted Critical FPPC groups impacted Potential for loss of revenue A computer virus incident affecting 5 or more users in a period of less than 60 minutes FPPC receives a status report within first hour and every two hours thereafter until resolved. Timeframe for invoking Escalation Process: To be completed by the Bidder