End Time (Sunday Thursday) : 4:30 – After working hours (on demand) to apply Changes, or system updates. Work on Weekends (on demand) to apply Changes, or system updates. Resources vacations and leaves are subject to ADEC approval. If vacation/leave is more than 3 working days and less than 7 working days, an offsite replacement resources must be provided. If vacation/leave is 7 working days or more, a replacement resource must be provided onsite, with an overlap of 3 working days onsite for handover. Service Level agreement (SLA) table includes definitions of issues severity levels included within scope of proposed SLA, method of the support request and support team expected responses for each case severity Severity Customer Submission Method Expected Issue Incident Resolution Situation Response Analysis and time Estimate Significant Phone/SMS/ADEC First call 1 working From 4 to 8 A business Monitoring response day, from working hours, impact System/email/ADEC within 1 the first from after Significant IT Help Desk hour response finishing the loss or Continuous issue analysis degradation effort and estimate of service during Needs business attention hours within 1 hour Moderate ADEC Monitoring First call 3 working From 2 to 3 B business System/email/ADEC response days, working days, impact IT Help Desk within less from the from after Moderate than 4 first finishing the loss or working response issue analysis degradation hours and estimate of service but Continuous work can effort reasonably during continue, business albeit in an hours impaired manner Minimum email/ADEC IT Help call 4 working From 3 to 4 C business Desk response days, working days, impact within 24 from the from after Substantial working first finishing the functionality hours response issue analysis with minor or and estimate
End Time (Sunday – Thursday) : 4:30 After working hours (on demand) to apply Changes, or system updates. Work on Weekends (on demand) to apply Changes, or system updates. Resources vacations and leaves are subject to ADEC approval. If vacation/leave is more than 3 working days and less than 7 working days, an offsite replacement resources must be provided. If vacation/leave is 7 working days or more, a replacement resource must be provided onsite, with an overlap of 3 working days onsite for handover. Service Level agreement (SLA) table includes definitions of issues severity levels included within scope of proposed SLA, method of the support request and support team expected responses for each case severity Severity Customer Situation Submission Method Expected Response Issue Analysis and Estimate Incident Resolution time A Significant business impact Significant loss or degradation of service Needs attention within 1 hour Phone/SMS/ADEC Monitoring System/email/ADEC IT Help Desk First call response within 1 hour Continuous effort during business hours 1 working day, from the first response From 4 to 8 working hours, from after finishing the issue analysis and estimate B Moderate business impact Moderate loss or degradation of service but work can reasonably continue, albeit in an impaired manner ADEC Monitoring System/email/ADEC IT Help Desk First call response within less than 4 working hours Continuous effort during business hours 3 working days, from the first response From 2 to 3 working days, from after finishing the issue analysis and estimate C Minimum business impact Substantial functionality with minor or email/ADEC IT Help Desk call response within 24 working hours 4 working days, from the first response From 3 to 4 working days, from after finishing the issue analysis and estimate
RfP%20No%20%20ADEC-2017-1453_Phase%20II%20%20for%20the%20Customer%20Relation%20Mgmt%20System%20(.docx