Systems Availability, Performance and Problem Management Requirements Sample Clauses
The 'Systems Availability, Performance and Problem Management Requirements' clause defines the standards and expectations for how a system must operate in terms of uptime, responsiveness, and the handling of technical issues. It typically sets minimum thresholds for system availability (such as 99.9% uptime), outlines acceptable performance metrics (like response times), and establishes procedures for reporting, tracking, and resolving problems or outages. This clause ensures that the service provider maintains reliable and efficient system operations, and that any disruptions are managed promptly, thereby minimizing downtime and protecting the interests of users or clients.
Systems Availability, Performance and Problem Management Requirements. 1. Availability of Critical Systems Functions
Systems Availability, Performance and Problem Management Requirements. 2.23.7.1 The CONTRACTOR shall ensure that critical member and provider Internet and/or telephone-based functions and information, including but not limited to Confirmation of MCO Enrollment (CME), ECM, and self-service customer service functions are available to the applicable System users twenty-four (24) hours a day, seven (7) days a week, except during periods of scheduled System unavailability agreed upon by TENNCARE and the CONTRACTOR. Unavailability caused by events outside of a CONTRACTOR’s span of control is outside of the scope of this requirement.
2.23.7.2 The CONTRACTOR shall ensure that at a minimum all other System functions and information are available to the applicable system users between the hours of 7 a.m. and 7 p.m. Central Time Monday through Friday.
2.23.7.3 The CONTRACTOR shall ensure that the systems and processes within its span of control associated with its data exchanges with TENNCARE are available and operational according to specifications and the data exchange schedule.
2.23.7.4 In the event of a declared major failure or disaster, the CONTRACTOR’s core eligibility/enrollment and claims processing systems shall be back online within seventy-two (72) hours of the failure’s or disaster’s occurrence.
2.23.7.5 Upon discovery of any problem within its span of control that may jeopardize or is jeopardizing the availability and performance of critical systems functions and the availability of critical information as defined in this Section of the Agreement, including any problems impacting scheduled exchanges of data between the CONTRACTOR and TENNCARE, the CONTRACTOR shall notify the applicable TennCare staff via phone, fax and/or electronic mail within sixty (60) minutes of such discovery. In its notification the CONTRACTOR shall explain in detail the impact to critical path processes such as enrollment management and encounter submission processes.
2.23.7.6 Where the problem results in delays in report distribution or problems in on-line access to critical systems functions and information during a business day, the CONTRACTOR shall notify the applicable TENNCARE staff within fifteen (15) minutes of discovery of the problem, in order for the applicable work activities to be rescheduled or handled based on System unavailability protocols.
2.23.7.7 The CONTRACTOR shall provide to appropriate TENNCARE staff information on System unavailability events, as well as status updates on problem resolution. At a minimum these updates shall ...
Systems Availability, Performance and Problem Management Requirements