A secure CIW intranet () providing both a central CIW communication platform and a forum to ask questions, share information and best practices, and to submit suggestions Service Targets MassIT provides level of service: Service Description Requirement Service Service is available Monday through Friday 9:00 AM (or earlier) to 11:00 PM. Availability Please note: HRCMS, MMARS, and LCM data available at 9:00 AM is from previous 1 day cycle. Planned Ad-hoc maintenance requiring service interruption will be scheduled for Sunday through Maintenance change control and customers will be notified in advance as part of the change control process. Incident MassIT Service Management Office has standard processes for managing incidents, Management* requests and changes. After normal business hours emergency requests, approved by authorized customer contacts, must be opened as incidents to ensure they are acted on. Request Monday through Friday 8:00 AM to 5:00 PM. Fulfillment Service Reporting The following reporting information is provided to customers as part of this service: Report Description Reporting Interval CIW Monthly Update A monthly report and review with the CIW Executive Board Monthly summarizing the project status, post-production support and customer outreach activities. Service Requests COMiT Request Description Lead Time (Days) CIW Connectivity Request assistance for connecting to CIW. 2 Days (may be longer Support depending upon installation requirements) 7 Days CIW Data Query Request query assistance. CIW General Request general support. 2 Days Support CIW Modification Add new data to the HRCMS and MMARS components of Up to 14 Days depending on to production for CIW. complexity of request* HRCMS/MMARS
A secure CIW intranet () providing both a central CIW communication platform and a forum to ask questions, share information and best practices, and to submit suggestions Service Targets MassIT provides level of service: Service Requirement Description Service Availability Service is available Monday through Friday 9:00 AM (or earlier) to 11:00 PM. Please note: HRCMS, MMARS, and LCM data available at 9:00 AM is from previous 1 day cycle. Planned Maintenance Ad-hoc maintenance requiring service interruption will be scheduled for Sunday through change control and customers will be notified in advance as part of the change control process. Incident Management* MassIT Service Management Office has standard processes for managing incidents, requests and changes. After normal business hours emergency requests, approved by authorized customer contacts, must be opened as incidents to ensure they are acted on. Request Fulfillment Monday through Friday 8:00 AM to 5:00 PM. Service Reporting The following reporting information is provided to customers as part of this service: Report Description Reporting Interval CIW Monthly Update A monthly report and review with the CIW Executive Board summarizing the project status, post-production support and customer outreach activities. Monthly Service Requests COMiT Request Description Lead Time (Days) CIW Connectivity Support Request assistance for connecting to CIW. 2 Days (may be longer depending upon installation requirements) CIW Data Query Request query assistance. 7 Days CIW General Support Request general support. 2 Days CIW Modification to production for HRCMS/MMARS Add new data to the HRCMS and MMARS components of CIW. Up to 14 Days depending on complexity of request*
ciw-services-definition_0.docx