Incidents affecting ePayment, online batch or otherwise, are promptly addressed, prioritized Business and resolved to the satisfaction of the State and to not reoccur or cause corollary or spurious Intent: issues to occur as a result of the repair to the element that was the root cause of the Incident. Definition: Incident Triage, Closure and Recidivist Rate will be determined by monitoring compliance with the following four key performance indicators (KPI): Incident Triage: Contractor to indicate diagnosis and estimate to remedy to the State within 30 minutes of acknowledgement Incident Closure: Incident to be documented with root cause remedy, (where root cause is within Contractor’s control), and procedures to eliminate repeat of incident within 24 hours of incident close Incident Recidivist Rate: Closed incidents not to reappear across all in scope Services no more than 1 times following incident closure Incident any Severity 1 or 2 incident where the Services for which Contractor is responsible are unavailable Total Severity 1 and 2 Incidents for which Contractor is responsible under the SOW, where solution Services are unavailable) - Issue Triage, (Number of Incidents where the KPI was not in Closure and Formula: = compliance Recidivist (Total Severity 1 Incidents where Services for Rate which Contractor is responsible under the SOW are unavailable) Measurement Calendar Quarter Period: Data Source: Incident Management System Report Frequency of Calendar Quarter, All Severity 1 and 2 Incidents Collection: Service Level Measures: Incident Resolution - Incident Triage and Closure and Recidivist Individual SL GYR State Rate Green >= 99.5 Yellow < 99.5 and > =99.3 Red < 99.3 Security Monitoring & Auditing Security Breach Detection – – Business Ensure that State Security policies are implemented correctly, and monitored and followed at all Intent: times for all users of ePayment whether end-user, State, Contractor or 3rd Party.
Business Intent: Incidents affecting ePayment, online batch or otherwise, are promptly addressed, prioritized and resolved to the satisfaction of the State and to not reoccur or cause corollary or spurious issues to occur as a result of the repair to the element that was the root cause of the Incident. Definition: Incident Triage, Closure and Recidivist Rate will be determined by monitoring compliance with the following four key performance indicators (KPI): Incident Triage: Contractor to indicate diagnosis and estimate to remedy to the State within 30 minutes of acknowledgement Incident Closure: Incident to be documented with root cause remedy, (where root cause is within Contractor’s control), and procedures to eliminate repeat of incident within 24 hours of incident close Incident Recidivist Rate: Closed incidents not to reappear across all in scope Services no more than 1 times following incident closure Incident any Severity 1 or 2 incident where the Services for which Contractor is responsible are unavailable Formula: Issue Triage, Closure and Recidivist Rate = Total Severity 1 and 2 Incidents for which Contractor is responsible under the SOW, where solution Services are unavailable) - (Number of Incidents where the KPI was not in compliance (Total Severity 1 Incidents where Services for which Contractor is responsible under the SOW are unavailable) Measurement Period: Calendar Quarter Data Source: Incident Management System Report Frequency of Collection: Calendar Quarter, All Severity 1 and 2 Incidents Service Level Measures: Individual SL GYR State Incident Resolution - Incident Triage and Closure and Recidivist Rate Green >= 99.5 Yellow < 99.5 and > =99.3 Red < 99.3 Security – Monitoring & Auditing – Security Breach Detection Business Intent: Ensure that State Security policies are implemented correctly, and monitored and followed at all times for all users of ePayment whether end-user, State, Contractor or 3rd Party.
0A1207_Supplement%201%20-%20Requirements%20and%20Statement%20of%20Work.docx