5.1 Accessibility Requirements list all accessibility requirements – 5.2 Security Requirements list all security requirements – 5.3 Privacy Requirements list all privacy requirements – Reporting Deliverables Below is an example list of deliverables that might be required by customer. Report / Deliverable Description Frequency Service Level Agreement (SLA) Service Availability Monthly (Measured as Total Uptime Hours / Total Hours within the Month) displayed as a percentage of availability up to one-tenth of a percent (e.g. 99.5%) Text description of major outages (including description of root-cause and fix) resulting in greater than 1-hour of unscheduled downtime within a month Help Desk / Trouble Tickets Number of Help Monthly Desk/customer service requests received. Number of Trouble Tickets Opened Number of trouble tickets closed Average mean time to respond to Trouble Tickets (time between trouble ticket opened and the first contact with customer) Average mean time to resolve trouble ticket
5.1 Accessibility Requirements – list all accessibility requirements 5.2 Security Requirements – list all security requirements 5.3 Privacy Requirements – list all privacy requirements Reporting Deliverables Below is an example list of deliverables that might be required by customer. Report / Deliverable Description Frequency Service Level Agreement (SLA) Service Availability (Measured as Total Uptime Hours / Total Hours within the Month) displayed as a percentage of availability up to one-tenth of a percent (e.g. 99.5%) Text description of major outages (including description of root-cause and fix) resulting in greater than 1-hour of unscheduled downtime within a month Monthly Help Desk / Trouble Tickets Number of Help Desk/customer service requests received. Number of Trouble Tickets Opened Number of trouble tickets closed Average mean time to respond to Trouble Tickets (time between trouble ticket opened and the first contact with customer) Average mean time to resolve trouble ticket Monthly