[[Review the table and revise the metrics and text below. Make sure these times align with any help desk or technical support hour requirements elsewhere in the RFP. ]] Service Response Resolution Response Work Outage Users Affected Priority Time Time Availability Emergency Less than Within 2 24 per portions of the Users or internal 15 hours of first day, seven System are inaccessible System minutes report days per Systems or are functionalities are week unable to work, or to impaired. To include perform some portion of <<Claimants and their job. Employers>> High Less than Within 4 24 hours per Major portions of the Affects the majority 30 hours after day, seven System are inaccessible of to include minutes first report days per Systems or users are public facing users week unable to work, or to <<Claimants & perform some portion of Employers>> their job. Affects high profile users (i.e. executive management) Normal Within 2 Within 1 day Mon-Fri, Specific non-critical Affects a number of hours (24 hours) 7AM-7PM features are not after first operating as specified report. If the Systems or users are outage is not unable to perform a resolved a small portion of their resolution job, but are able to plan must be complete most tasks. in place. Low Within 2 Within 3 days Mon-Fri, Lower priority features Affects a number of hours (72 hours) 7AM-7PM that can be done users after first manually are not report. If the operating as specified outage is not Often a request for resolved a service with ample lead resolution time. plan must be in place. Service Level Measurements Table (Help Desk Calls) [[Contact your oversight analyst if you have for extensive help desk SLAs. Remove heading if not required.]]
[[Review the table and revise the metrics and text below. Make sure these times align with any help desk or technical support hour requirements elsewhere in the RFP. ]] Service Priority Response Time Resolution Time Response Availability Work Outage Users Affected Emergency Less than 15 minutes Within 2 hours of first report 24 per day, seven days per week portions of the System are inaccessible Systems or are unable to work, or to perform some portion of their job. Users or internal System functionalities are impaired. To include <<Claimants and Employers>> High Less than 30 minutes Within 4 hours after first report 24 hours per day, seven days per week Major portions of the System are inaccessible Systems or users are unable to work, or to perform some portion of their job. Affects the majority of to include public facing users <<Claimants & Employers>> Affects high profile users (i.e. executive management) Normal Within 2 hours Within 1 day (24 hours) after first report. If the outage is not resolved a resolution plan must be in place. Mon-Fri, 7AM-7PM Specific non-critical features are not operating as specified Systems or users are unable to perform a small portion of their job, but are able to complete most tasks. Affects a number of Low Within 2 hours Within 3 days (72 hours) after first report. If the outage is not resolved a resolution plan must be in place. Mon-Fri, 7AM-7PM Lower priority features that can be done manually are not operating as specified Often a request for service with ample lead time. Affects a number of users Service Level Measurements Table (Help Desk Calls) [[Contact your oversight analyst if you have for extensive help desk SLAs. Remove heading if not required.]]
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