Out-of-Band Escalation Tree Sample Clauses

Out-of-Band Escalation Tree. If support services are needed and the GCR on-site team or helpdesk are not responding adequately, LAWA should call the following GCR staff: Xxxxx Xxxxx - xxxxxx@xxxxxxxxxxxxxxx.xxx - 000-000-0000 Xxx Xxxxxxx - idarragh@,xxxxxxxxxxxxxxx.xxx - 000-000-0000 Xxx Xxxxx - xxxxxx@xxxxxxxxxxxxxxx.xxx - 504-754-0048 Xxxxxxx Xxxxx - xxxxxx@xxxxxxxxxxxxxxx.xxx - 504-430-8823 Xxxxxx (JW) Xxxxx - XXxxxx@xxxxxxxxxxxxxxx.xxx - 504-304-2500 Legends for Table 1 and Table 2 (Exhibit A-8) - System Architecture): X - Maintenance and Operations Support Services (includes all services provide byS) S - Troubleshooting support and break-fix services. GCR does not provide any hardware repair or replacement for any of the systems in Tablel and Table 2 below. Table 1 Operations and Maintenance Categories Category Xxxxx 0 Xxxxx 0 Xxxxx 0 Licensed Software GCR Help Desk GCR Technical Staff IWS Systems (IWS software) Enterprise Software (GCR custom software) Operating Software (MS Windows 2008 Served . . Database Software (MS SQL Server 2008) Server Hardware Credentialing Workstation Device OS Software and Staff GCR Help Desk Staff LAWA IMTG Technical Staff LAWA IMTG Technical Staff LAWA IMTG Technical Staff LAWA IMTG Technical Staff GCR Technical Staff GCR Technical Staff or LAWA IMTG Technical Staff GCR Technical Staff or LAWA IMTG Technical Staff GCR Technical Staff or LAWA IMTG Technical Staff GCR Technical Staff or LAWA IMTG Technical Staff (managed by GCR technical staff) GCR Technical Staff (with assistance of GCR development team, as needed) LAWA IMTG LAWA IMTG LAWA IMTG LAWA IMTG ■- “ ■ ,,r™" H • Firmware Credentialing Workstation Device Hardware GCR Help Desk Staff GCR Technical Staff or LAWA IMTG Technical Staff LAWA IMTG Calls for service will be sent to LAWA IMTG help desk for initial assessment. If it is determined to be a GCR support item, a help ticket will be opened with GCR helpdesk. Each GCR issue will be tracked and reported by the GCR help desk staff. GCR shall communicate and collaborate with LAWA IMTG staff on all planned and unplanned IT related modifications that impacts LAWA CS directly or indirectly. GCR shall collaborate with LAWA IMTG staff to determine and isolate each IT service failure's root cause to determine if it relates to Licensed software, Enterprise software, Operating software, Database software, Device software, hardware, or network infrastructure. Table 2 System Components Service Details
Sample 1
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