User Support Receive, document, and prioritize Provide help desk support issue tickets and help GNWT staff Answer queries about applications. in the use of existing applications Receive and document bug reports. or services. Collect and document requests for changes. Share status of requests. Problem Bring an application back to its Fix bugs. Correction original functionality before the Retrieve functionality after abnormal problem arose. This may include a program terminations. permanent fix or a temporary Complete root cause analysis. work around until a permanent fix is found. Application Modify the functionality of an Apply new functionality. Enhancement existing application. Fulfil regulatory requirements. Enhance run-time efficiency. Modify applications on new releases of hardware or software. Process and Assist GNWT in planning the Help GNWT staff to make strategic Application better use of applications to meet decisions that meet business goals. Improvement business strategy and goals. This Provide functional, architectural and is a proactive attempt by the process improvements as required for service provider to improve the support and maintenance of the applications and processes, based system areas in scope. on the service provider’s increased application and business knowledge over time. <Other Services> Rewards and Penalties Each SLA is measurable and associated with a financial penalty if not met. Some SLAs are associated with rewards for exceptional performance. Penalty. A deduction from the service provider’s monthly invoice expressed as a percentage of the agreed upon service delivery fee for the month in which a particular SLA was not met. Reward. A premium added to the service provider’s monthly invoice expressed as a percentage of the agreed upon service delivery fee for the month in which a particular SLA was exceeded.
User Support Receive, document, and prioritize issue tickets and help GNWT staff in the use of existing applications or services. Provide help desk support Answer queries about applications. Receive and document bug reports. Collect and document requests for changes. Share status of requests. Problem Correction Bring an application back to its original functionality before the problem arose. This may include a permanent fix or a temporary work around until a permanent fix is found. Fix bugs. Retrieve functionality after abnormal program terminations. Complete root cause analysis. Application Enhancement Modify the functionality of an existing application. Apply new functionality. Fulfil regulatory requirements. Enhance run-time efficiency. Modify applications on new releases of hardware or software. Process and Application Improvement Assist GNWT in planning the better use of applications to meet business strategy and goals. This is a proactive attempt by the service provider to improve applications and processes, based on the service provider’s increased application and business knowledge over time. Help GNWT staff to make strategic decisions that meet business goals. Provide functional, architectural and process improvements as required for the support and maintenance of the system areas in scope. <Other Services> Rewards and Penalties Each SLA is measurable and associated with a financial penalty if not met. Some SLAs are associated with rewards for exceptional performance. Penalty. A deduction from the service provider’s monthly invoice expressed as a percentage of the agreed upon service delivery fee for the month in which a particular SLA was not met. Reward. A premium added to the service provider’s monthly invoice expressed as a percentage of the agreed upon service delivery fee for the month in which a particular SLA was exceeded.
outsourced_support_sla.docx