Reporting Tools. OPAS Incident Management and Change Management, Atrium CMDB. Will be measured using an Incident RCA based measurement approach. Exceptions: - No Single Campus LAN availability device could cause an SLA miss, unless that single device is unavailable for more than ***. Supplemental definition of terms: To determine the impact and duration to service availability, the following process is adhered. True impact and duration are determined by analyzing the MIM communications, AIR & RCA. With that extracted start & end times (Excluding any scheduled maintenance downtime) a CI unavailability record is created on the parent incident management record to reflect & report the service impact duration. Low Volume Eligible: No Threshold parameters: ***% of the time, ***% of Campus LAN Systems will be available. SLA Metrics and parameters:(field names in OPAS) Supporting CompanyIncident Assigned Date/TimeIncident PriorityIncident IDIncident Resolved Date/TimeProduct Category Tier 1 Product Category Tier 2Product Category Tier 3CI Unavailability Scheduled Actual Start Date/TimeCI Unavailability Scheduled Actual End Date/TimeCI Unavailability Unscheduled Actual Start Date/TimeCI Unavailability Unscheduled Actual End Date/TimeRelated Change to Incident RecordExcluded from SLA Reporting
Reporting Tools.
1. Wholesaler agrees to provide online electronic access to all purchasing data relating to the Products that are purchased by each MMCAP Infuse Participating Facility to MMCAP Infuse and MMCAP Infuse Participating Facilities. Wholesaler will provide a system for reporting each individual MMCAP Infuse Participating Facility’s purchases, as well as be capable of running reports on select groups of facilities. Users must be able to manipulate the data to build reports based on each MMCAP Infuse Participating Facility’s individual needs/requirements directly through the system or through the ability to transfer data into spreadsheets in a Microsoft Office compatible format.
Reporting Tools. Fry to review additional Web [****] tools such as [****] for support on the Site. -------------------------------------------------------------------------------- 1-800-FLOWERS, Inc. Page 12 of 18 Confidential 536615.1-XXXXXX-6/17/99 12:35:15 PM **** Represents material which has been redacted and filed separately with the Commission pursuant to a request for confidential treatment under Rule 406 of the Securities Act of 1933, as amended.
Reporting Tools. OPAS Incident Exceptions: This does not include any communication outside the Supplier Service Management process. Any Communication suspension as agreed by Dell and CoreLogic. Supplemental definition of terms: Measures the percentage of Critical Incidents where communication to established stakeholders is distributed within 5 minutes of the 30-minute target during the duration of the Critical Incident NOTE: Measurement of KM will be through an agreed-upon process and timestamp within the OPAS system or email transmission mechanism Low Volume Eligible: None Threshold parameters: ***% of all Critical Incident Communications sent no later than *** of the *** target. SLA Metrics and parameters: (field names in OPAS) Supporting CompanyIncident Assigned Date/TimeIncident PriorityIncident IDIncident Resolved Date/TimeProduct Category Tier 1 Product Category Tier 2CMDB Urgency CI Unavailability Scheduled Actual Start Date/TimeCI Unavailability Scheduled Actual End Date/TimeCI Unavailability Unscheduled Actual Start Date/TimeCI Unavailability Unscheduled Actual End Date/TimeRelated Change to Incident RecordExcluded from SLA Reporting
Reporting Tools. OPAS Service Requests Exceptions: This excludes any recovery of employee physical assets (for assets not in CoreLogic offices) Supplemental definition of terms: Measures the degree of compliance of request for End User Device termination within the time period specified. The time period used is the elapsed time from activation of a task to closure of the Service Management Workflow System record. Low Volume Eligible: Yes, if single Incident resulting in default is restored in less than *** Threshold parameters: ***% of requests completed within *** SLA Metrics and parameters:(field names in OPAS) Requested by CompanyRequest SummaryClosed Date/TimeSubmitted Date/TimeApproval Date/TimePending TimeStatusExcluded from SLA Reporting Logical description of the SLA calculation: Report CriteriaAll Request Records with Request Type = “Terminate a Resource (Employee/Contractor/Vendor)”Work Order = “Terminate Computer Hardware” or Work Order = “Terminate Desk phone”, or Work Order = “Terminate Mobile Device”Closed Date/Time is within the reporting date of the SLAExcluded from SLA reporting <>”Yes”Status = “Closed”Requested by Company = “CORELOGIC”, “RELS”,”FINITI”, “STARS” Calculations SLA Elapsed Time = Completed Date/Time - Approval Date/Time - Pending Time Service Level Achievement = Number of End User Device Termination with SLA Elapsed time <=***/ Total number of End User Device Setup Service Requests for the Measurement Period
Reporting Tools. OPAS Exceptions: Any other purchase requests that are not RU based or through an approved project. Circuits are excluded, but circuit hardware is not.CoreLogic cancellations of a PO request. Supplemental definition of terms: For the RU based purchase requests, the request types include:• Physical Server Install – (All Platform/Types)• Server Storage Request• Server Request – Hosted For approved project based purchase requests, request types are irrelevant. Reference the methodology below. Low Volume Eligible: Yes, provided that if any single purchase request is not completed within ***, then this Low Volume exception shall not apply. Threshold parameters: ***% of purchase orders created in the target timeframe: *** (***) regardless of vendor or hardware type Note: *** = 1 business day SLA Metrics and parameters: (field names in OPAS) Supporting CompanyRequest Summary NameRequest Approval Date/TimeRequest Assigned Date/TimeRequest Completed Date/TimeExcluded in SLA Reporting
Reporting Tools a. Vendor must provide online electronic access to all purchasing data, relating to the Products that are purchased by each MMCAP Member to the MMCAP Office, MMCAP Member State Contacts, and MMCAP Participating Facilities. Electronic access will provide a system for reporting each individual MMCAP Member’s purchases, as well as reports on select groups of facilities. Users must be able to manipulate the data, in order to build reports based on each MMCAP Participating Facility’s or MMCAP Member State’s individual need, and/or ability to transfer data into spreadsheets in a Microsoft Office compatible format.
b. At a minimum, Vendor will provide the following on-line reporting tools:
c. Vendor will set up a user login on Vendor’s online reporting system for each MMCAP Member State and the MMCAP Office, with all MMCAP Member accounts for reporting purposes at no cost.
Reporting Tools. 1. Wholesaler agrees to provide online electronic access to all purchasing data relating to the Products that are purchased by each MMCAP Participating Facility to MMCAP and MMCAP Participating Facilities. Wholesaler will provide a system for reporting each individual MMCAP Participating Facility’s purchases, as well as be capable of running reports on select groups of facilities. Users must be able to manipulate the data to build reports based on each MMCAP Participating Facility’s individual needs/requirements directly through the system or through the ability to transfer data into spreadsheets in a Microsoft Office compatible format.
Reporting Tools. OPAS Incident Management and Change Management, Atrium CMDB. Will be measured using an Incident RCA based measurement approach. Exceptions: - No Single Storage availability device could cause an SLA miss, unless that single device is unavailable for more than ***. Supplemental definition of terms: To determine the impact and duration to service availability, the following process is adhered. True impact and duration are determined by analyzing the MIM communications, AIR & RCA. With that extracted start & end times (Excluding any scheduled maintenance downtime) a CI unavailability record is created on the parent incident management record to reflect & report the service impact duration.
