System not accessible for The Administrator Timeframe for invoking receives a status report Escalation Procedures System not able to support users accurately within the first __ minutes of and transition between and reliably performing routine Project, when the problem is first Escalation Levels: Personnel, CMD, or Timekeeping/Scheduling detected/reported and every Functions To be proposed by hour thereafter until the Bidder System not able to support Administrator’s resolved. The status reports administrative functions, overrides, etc. to the will be submitted via email or will be reported via phone during “live” Normal Business and via email outside of those hours. Severity Level 2 Frequency of Update to Problem or Situation Causing this Impact Escalation Procedure the Administrator System not accessible for portal (if applicable) The Administrator Timeframe for invoking users (e.g., corpsmembers) receives a status report Escalation Procedures within the first hour of when and transition between System not able to process business reports the problem is first Escalation Levels: System not able to transfer data to State of detected/reported, and every To be completed California databases (___, ____, FI$Cal) ____ (_) hours thereafter by the Bidder System users are experiencing slow until resolved. The status performance reports to the will be submitted via email or will be reported via phone “live” during Normal Business Hours and via email outside of those hours. Severity Level 3 Frequency of Update to the Problem or Situation Causing this Impact Escalation Procedure Administrator problems such as fonts, layout, The Administrator Timeframe for invoking “Cosmetic” and formatting on reports or system receives a status report within Escalation Procedures displays that do not adversely impact the ____ (_) of when the and transition between data or calculations being displayed or problem is first Escalation Levels: reported. detected/reported and every To be completed second business day Periodic functionality impacted out of period by the Bidder thereafter. The status reports to (e.g., user unable to run an annual the and those to the report in mid-year that is not required until year end; problem detected in ability to run Administrator will be quarterly archive outside of quarter end). submitted via email.
System not accessible for System not able to support users accurately and reliably performing routine Project, Personnel, CMD, or Timekeeping/Scheduling Functions System not able to support Administrator’s administrative functions, overrides, etc. The Administrator receives a status report within the first __ minutes of when the problem is first detected/reported and every hour thereafter until resolved. The status reports to the will be submitted via email or will be reported “live” via phone during Normal Business and via email outside of those hours. Timeframe for invoking Escalation Procedures and transition between Escalation Levels: To be proposed by the Bidder Severity Level 2 Problem or Situation Causing this Impact Frequency of Update to the Administrator Escalation Procedure System not accessible for portal (if applicable) users (e.g., corpsmembers) System not able to process business reports System not able to transfer data to State of California databases (___, ____, FI$Cal) System users are experiencing slow performance The Administrator receives a status report within the first hour of when the problem is first detected/reported, and every ____ (_) hours thereafter until resolved. The status reports to the will be submitted via email or will be reported “live” via phone during Normal Business Hours and via email outside of those hours. Timeframe for invoking Escalation Procedures and transition between Escalation Levels: To be completed by the Bidder Severity Level 3 Problem or Situation Causing this Impact Frequency of Update to the Administrator Escalation Procedure “Cosmetic” problems such as fonts, layout, and formatting on reports or system displays that do not adversely impact the data or calculations being displayed or reported. Periodic functionality impacted out of period (e.g., user unable to run an annual report in mid-year that is not required until year end; problem detected in ability to run quarterly archive outside of quarter end). The Administrator receives a status report within ____ (_) of when the problem is first detected/reported and every second business day thereafter. The status reports to the and those to the Administrator will be submitted via email. Timeframe for invoking Escalation Procedures and transition between Escalation Levels: To be completed by the Bidder
SOW%20revised14_0812.docx