& Unified Provides maintenance patching via Vendor maintenance schedules Communications Division (V/UCD) for Service Levels Enterprise Cisco Request for ordering licenses = 1-day WebEx SLA Platforms Request for outage escalation = See response times below SLO assigned between V/UCD and Service Description agency, based on agencies needs depending on scope of the project Delivers SME and ordering support of Enterprise Cisco WebEx platforms. Response Time: This also extends to agencies not under the Governor’s Jurisdiction with regards Urgent Business-critical production – to the Telecommunications Contract. outage impacting multiple people 15 – Those agencies are not required to use minutes the Telecommunications Contract but can High Non-business-critical process – utilize it at any time, in which case the impacting multiple people - 1 hour V/UCD assists and guides them to the Medium Request for service - 8 – services they need. hours Low - Questions or informational What is Included requests - 16 hours Additional Information Informs enterprise agencies of outages via Incident Reports (IR) Provides assistance to agencies are None not receiving prompt service from contracted vendors
& Unified Communications Division (V/UCD) for Enterprise Cisco WebEx Platforms Service Description Delivers SME and ordering support of Enterprise Cisco WebEx platforms. This also extends to agencies not under the Governor’s Jurisdiction with regards to the Telecommunications Contract. Those agencies are not required to use the Telecommunications Contract but can utilize it at any time, in which case the V/UCD assists and guides them to the services they need. What is Included Informs enterprise agencies of outages via Incident Reports (IR) Provides assistance to agencies are not receiving prompt service from contracted vendors Provides maintenance patching via Vendor maintenance schedules Service Levels Request for ordering licenses = 1-day SLA Request for outage escalation = See response times below SLO assigned between V/UCD and agency, based on agencies needs depending on scope of the project Response Time: Urgent – Business-critical production outage impacting multiple people – 15 minutes High – Non-business-critical process impacting multiple people - 1 hour Medium – Request for service - 8 hours Low - Questions or informational requests - 16 hours Additional Information None
OA-OIT-Service-Catalog.docx