Integrated Support Model. The Contractor’s services will include call-logging, management, monitoring, and maintenance. Inherent components are:
i. Tiered Support
ii. Service performance at each tier base-lined, monitored, measured and reported
iii. Change management process
iv. Continual service improvements The support to be provided by the Contractor is indicated by the table below: Level 1 🞂 Shall provide 8x5 coverage and perform repetitive Standards of Practice (SOP)- based activities, resolution of known errors [leveraging Knowledge Base (KB) - Database (DB)], and standard request fulfillment. For more complex requests, the L1 teams shall defer to L2/L3 teams 🞂 Focus on enhancing the SOPs and KBs through the course of the engagement to ensure increased fulfillment of requests at this layer Level 2 🞂 Service restoration through temporary fixes/workarounds, root cause analysis, KBs /SOP creation for repetitive incidents and enhancement of Knowledge Management artifacts 🞂 Staffed with functional specialists with knowledge of applications and associated business processes with experience in direct business interaction Level 3 🞂 Staffed with application developers and technical analysts 🞂 Permanent fixes, application strengthening, continuous service improvement 🞂 Dedicated team with technology-based sharing across applications
Integrated Support Model. The Contractor’s services will include call-logging, management, monitoring, and maintenance. Inherent components are:
i. Tiered Support
ii. Service performance at each tier base-lined, monitored, measured and reported
iii. Change management process
iv. Continual service improvements The support to be provided by the Contractor is indicated by the table below: Levels of Support Highlights of each level Level 1 Shall provide 8x5 coverage and perform repetitive Standards of Practice (SOP)- based activities, resolution of known errors [leveraging Knowledge Base (KB) - Database (DB)], and standard request fulfillment. For more complex requests, the L1 teams shall defer to L2/L3 teams Focus on enhancing the SOPs and KBs through the course of the engagement to ensure increased fulfillment of requests at this layer Level 2 Service restoration through temporary fixes/workarounds, root cause analysis, KBs /SOP creation for repetitive incidents and enhancement of Knowledge Management artifacts Staffed with functional specialists with knowledge of applications and associated business processes with experience in direct business interaction Xxxxx 0 Xxxxxxx with application developers and technical analysts Permanent fixes, application strengthening, continuous service improvement Dedicated team with technology-based sharing across applications
