# of calls assigned by State Weekends and Holidays N/A N/A N/A N/A N/A N/A N/A N/A N/A Percentage N/A N/A N/A f. IN.gov Availability (Network Connectivity) Q2 Q3 Q4 Matrix November Q1 YTD # of minutes of Availability 43,200 131,040 130,540 132,480 482,400 87,840 within the reporting period Total # of minutes in the reporting period less the sum of the total # of minutes of scheduled maintenance 43,200 131,040 131,040 132,480 87,840 481,900 and Force Majeure events downtime Percentage 100.00% 100.00% 99.62% 100.00% 100.00% 99.905% g. End User Support Phone Availability (Target hours = 45 hours per week) – Matrix November Q1 Q2 Q3 Q4 YTD Actual hours available during Peak 162 558 585 585 342 2070 Usage Periods Target hours of availability during 162 558 585 585 2070 342 Peak Usage Period Percentage 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% h. End User Support - Problem Resolution (VSM) Matrix November Q1 Q2 Q3 Q4 YTD Application Support 150 163 94 37 Bugs (4 hr SLA) 68 87 70 18 Content (3 day SLA) 901 801 767 196 Financials 346 337 415 143 Outages (2 hr SLA) 20 19 7 4 Web Address (3 day SLA) 25 29 22 2 Other 23 30 40 4 1,553 1,466 1,415 404 i. End User Support Compliance (VSM) – Q2 Q3 Q4 Matrix November Q1 YTD Application Support (200 hrs) 91% 85% 92% 84% Bugs (4 hour SLA) 99% 100% 100% 100% Content (3 Business days SLA) 98% 98% 98% 98% 100% 100% 100% Outages (2 hour SLA) 100% Web Address (3 business day SLA) 84% 79% 78% 100% - - - - - - Percentage j. Customer Satisfaction
# of calls assigned by State Weekends and Holidays N/A N/A N/A N/A N/A N/A Percentage N/A N/A N/A N/A N/A N/A f. IN.gov Availability (Network Connectivity) Matrix November Q1 Q2 Q3 Q4 YTD # of minutes of Availability within the reporting period 43,200 131,040 130,540 132,480 87,840 482,400 Total # of minutes in the reporting period less the sum of the total # of minutes of scheduled maintenance and Force Majeure events downtime 43,200 131,040 131,040 132,480 87,840 481,900 Percentage 100.00% 100.00% 99.62% 100.00% 100.00% 99.905% g. End User Support – Phone Availability (Target hours = 45 hours per week) Matrix November Q1 Q2 Q3 Q4 YTD Actual hours available during Peak Usage Periods 162 558 585 585 342 2070 Target hours of availability during Peak Usage Period 162 558 585 585 342 2070 Percentage 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% h. End User Support - Problem Resolution (VSM) Matrix November Q1 Q2 Q3 Q4 YTD Application Support 37 150 163 94 Bugs (4 hr SLA) 18 68 87 70 Content (3 day SLA) 196 901 801 767 Financials 143 346 337 415 Outages (2 hr SLA) 4 20 19 7 Web Address (3 day SLA) 2 25 29 22 Other 4 23 30 40 404 1,553 1,466 1,415 i. End User Support – Compliance (VSM) Matrix November Q1 Q2 Q3 Q4 YTD Application Support (200 hrs) 84% 91% 85% 92% Bugs (4 hour SLA) 100% 99% 100% 100% Content (3 Business days SLA) 98% 98% 98% 98% Outages (2 hour SLA) 100% 100% 100% 100% Web Address (3 business day SLA) 100% 84% 79% 78% Percentage - - - - - - j. Customer Satisfaction
201611_IN.gov_Monthly_Report.DOCX