METRIC EXCLUSIONS Clause Samples

METRIC EXCLUSIONS. HOURS OF MEASUREMENT As maintained in SMM DAYS OF MEASUREMENT As maintained in SMM MINIMUM SERVICE LEVEL 90.98% EXPECTED SERVICE LEVEL 95.95% ALGORITHM The Service Level calculation for “Service Request – Network” is the total number of Service Requests that are resolved within the committed timeframes, divided by the total number of resolved Service Requests plus the total number of open Service Requests that have exceeded the committed timeframes, with the result expressed as a percentage. For purposes of clarity, note the following: (a) if a Service Request is opened within the current Measurement Window, but its relevant committed timeframe extends beyond the end of the current Measurement Window, then it is excluded from the current Measurement Window’s calculation (unless such Service Request is actually resolved in the current Measurement Window, in which case it is included in the current Measurement Window’s calculation) (b) an open Service Request that has exceeded the committed timeframe is also carried forward into subsequent Measurement Windows as a breach until resolved; if it is resolved within twenty-eight (28) days following its relevant committed timeframe, it is excluded from the subsequent Measurement Window; otherwise, it is counted as failed to meet the committed timeframes in each subsequent Measurement Window’s calculation until resolved. A low volume alternative calculation, set forth in Attachment 3-A, shall apply when the total volume of Service Requests falls within the volume (denominator) ranges specified in that Attachment. COLLECTION PROCESS Service Requests that do not require solution proposal development will be logged and tracked in the MSI ITSM System. Service Requests will be categorized and assigned to resolver teams who will work to fulfill the Service Request and progress the ticket through the service request management lifecycle. Service Request data will be uploaded to ServiceFlow on a daily basis. ServiceFlow will filter service request tickets based on appropriate measurement criteria. REPORTING TOOLS  MSI ITSM  MSI ServiceFlow RAW DATA STORAGE (ARCHIVES) Data used to calculate the SLA results for reporting will be stored in the ServiceFlow application database, which will be accessible to authorized users via inherent report drill-down functionality for a rolling 13 months. An additional 23 months of data is archived and can be made available via ServiceFlow upon request by DIR. PERFORMANCE CATEGORY Cross Fu...