Time Definitions. Reporting Tools: AMDB and KACE Exceptions: Any assets within the sample set that are unavailable or inaccessible to Supplier tools and/or Supplier Personnel will be excluded from this calculation Supplemental definition of terms: In order to measure this SLA each month a random sampling of ***% of the actively reporting KACE servers and workstations will be obtained. The criteria determine if the CIs are compliant will be the following: Does the device exist in the AMDB? If no, then this counts as a failure If yes, then is the device in ‘deployed’ status in the AMDB?If not in a ‘deployed’ status, then this counts as a failure If yes and in a Deployed status then compare the data pulled from KACE and compare it to the comparable field of data in the AMDB If any of the fields for a device does not match, then the device counts as a failure All others are accurate [this count to feed into the count of accurately reported CIs within the sample set Each device included in a random sample audit will be tagged with a Last Audit Date. Devices with Last Audit Dates within the preceding *** will be excluded from inclusion in the random sampling.The results of the audit and supporting data will be provided to Service Management as per their processes to include the data in the SLA calculations and reporting requirements.Each device failing the audit will be remediated each month and will have an on-line edit function to record notes as to the remediation.Each *** prior to the new sampling, the previous *** sampling and remediation will be snapped to an archive.Each *** Asset Management will review the previous *** audit results with CLGX. Low Volume Eligible: No Threshold parameters: ***% SLA Metrics and parameters:(field names in OPAS) Supported CompanyRandom ***% of the CI SamplingAttributes to be compared for audit consist of the following:KACE ID - to identify matches in the AMDBHost NameStatusDomainIP AddressMAC AddressOS TypeService PackHard Drive SizeTotal RAM Logical description of the SLA calculation: Report CriteriaManual Audit will be conducted. Any failure on data based on attribute to sampling of ***% of the CIs will be considered an SLA miss, a CI must meet the following requirements in order to pass the audit:Device in AMDB = YesAMDB Status = DeployedAMDB Data = KACE Data Calculations (will be done Manually by Service Management)Audit Accuracy = The count of accurately reported CIs within the sample set/ the total count of sample set CIs 8. 2.2.h KM-SM...
Time Definitions a. Fiscal Year operates from July 1 through June 30.
Time Definitions. Reporting Tools: OPAS Incident Management /Change Management, Atrium CMDB Exceptions: - Individual mailbox or mobile device Availability, individual incoming and outgoing mail delivery time. - Single point of failure (excluding RAID0 mail stores) of hardware, Software, or carrier services Supplemental definition of terms: Low Volume Eligible: No Threshold parameters: Expected Service Level - ***% SLA Metrics and parameters:(field names in OPAS) Supporting CompanyPriorityProduct Catalogue Tier 3Incident IDIncident Related ChangeIncident Assigned Date/TimeIncident Resolved Date/TimeChange IDChange CI UnavailabilityChange CI Unavailability Start Date/TimeChange CI Unavailability End Date/TimeCMDB Service Tier Logical description of the SLA calculation: Report CriteriaSupporting Company = “CORELOGIC”,”STARS”,”RELS”,”FINITI”, Priority = Critical or HighCMDB Service Tier = “Exchange” CI Name as provided aboveIncident Resolved Date/Time = Period of ReportingIncident Related Changes for All incidents during the Period of Reporting Calculations Service Level Achievement = (Total number of hours of Exchange Email Service UPTIME/ Expected Uptime * 100% 24. 2.4.d CSL-ENT-PERCENTAGE AVAILABILITY OF CITRIX METAFRAME DATES SLA Start Date: 8/1/2013 First Reporting Period: 8/31/2013 First Report Date: 9/6/2013 Reporting Period: *** Reporting Frequency: ***, on or before the *** following the reporting period UNDERSTANDING Contract Reference: Category: CORELOGIC-Dell Schedule A-3.1(Service Level Matrix)CORELOGIC-Dell Supplement A Critical Service Level Interpreted Intent of SLA: Service Availability is defined by availability of core Citrix services like IMA service, Print spooler, XML service and published applications.
Time Definitions. Reporting Tools: OPAS Service Requests Exceptions: - Any time greater than *** for CoreLogic to perform applicable testing of the software package. Supplemental definition of terms: Measures the time taken to package software from the receipt of a request for new software to the time that the software is available for the Authorized User to install via the software distribution system. Software Package is a single software title whose installer has been modified in a manner to install with predetermined settings. Low Volume Eligible: Yes, provided that if any single request is not resolved within ***, then this Low Volume exception shall not apply Threshold parameters: ***% of work requests are completed within *** SLA Metrics and parameters:(field names in OPAS) Requested for CompanyRequest SummaryClosed Date/TimeSubmitted Date/TimeApproval Date/TimeStatusExcluded from SLA Reporting Logical description of the SLA calculation: Report CriteriaAll Request Records with Request Type = “Software Package Creation/Deployment - DTE” 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 TimeService Level Achievement = Number of End User Packaging Request with SLA Elapsed time <=***/ Total number of End User Device Setup Service Requests for the Measurement Period
Time Definitions. Reporting Tools: OPAS Service Requests
Time Definitions. Reporting Tools: Incident Ticket
Time Definitions. Reporting Tools: Manual Report Exceptions: Minimum acceptable returned surveys: ***% of surveys returned Supplemental definition of terms: Measures Supplier's performance through a jointly created *** (every *** and ***) survey to 'CoreLogic Operational Managers' (Measured on a –*** scale). Expected survey set of *** individuals. Average of all the scores related to the single overall satisfaction question selected by an Operational Managers in such survey (on a scale of ***, with *** representing the highest level of satisfaction. Low Volume Eligible: No Threshold parameters: >=*** SLA Metrics and parameters: (field names in OPAS) Supporting CompanySurvey Sampling and Survey Results Logical description of the SLA calculation: Report CriteriaTotal Survey Feedback received ***% of Surveys Sent Calculations Service Level Achievement = (Sum of score responses from Operational Managers/ Number of responses received) * 100%
Time Definitions. Reporting Tools: OPAS Incident Management Exceptions: - The *** or more incidents per day will be excluded from SLA calculation. - Batch emergency restores will be excluded from the On-Time Completion percentage calculation. Supplemental definition of terms: Measures the percentage of emergency restore Incidents that are initiated via the physical restore within the required timeframe during the Measurement Period Low Volume Eligible: No Threshold parameters: ***% of incidents initiated within *** SLA Metrics and parameters: (field names in OPAS) Supporting CompanyProduct Name (Emergency restores will always be done via incident t)Pending TimeIncident Assigned Date/TimeIncident Resolved Date/TimeProduct Name Excluded in SLA Reporting Logical description of the SLA calculation: Report CriteriaSupporting Company = “CORELOGIC”, “FINITI”,”RELS”,”STARS”Incident Resolved date/time within the reporting periodProduct Name = EMERGENCY RESTOREExcluded in SLA Reporting <> Yes Calculations Service Level Achievement Total Number of Emergency Restore Tickets Resolved within ***/Total Number of Emergency Restore Tickets
Time Definitions. Reporting Tools: OPAS Change Management Exceptions: - Post implementation of service pack, if Microsoft through their website releases a bug notification related to that specific Service Pack & that has caused unsuccessful implementation of patch. - Time between Dell's request for CoreLogic's approval and when CoreLogic provides its approval Supplemental definition of terms: Apply Patches to all instances of enterprise infrastructure applications including acquiring, testing, and installing multiple patches (Service Pack). Patch management tasks include: maintaining current knowledge of available patches, deciding what patches are appropriate, ensuring that patches are installed properly, testing systems after installation, and documenting all associated procedures, such as specific configurations required. Definition of Normal and Critical patches are part of the PPM documentation for Intel and Unix support. Low Volume Eligible: No Threshold parameters: ***% of normal patches applied in *** and critical patches applied in *** SLA Metrics and parameters:(field names in OPAS) Requested for CompanyActual Start Date/TimeActual End Date/TimeCompleted Date/TimeExclude from SLA ReportingProduct Categorization Tier 1Product Categorization Tier 2Product Categorization Tier 3Operational Categorization Tier 1Operational Categorization Tier 2Operational Categorization Tier 3Excluded from SLA reporting
Time Definitions. Reporting Tools: OPAS Request Management, OPAS Incident Records Exceptions: - Any hold in approval processes or Change Request initiated by CoreLogic - Any termination requests over 40 during a given day will not be measured -Pending time from valid Pending Event Supplemental definition of terms: Resolution Time means the elapsed time from the record being created to the time the record is completely resolved. Termination Request will include: Active Directory ID CRM Mainframe Oracle Remote Access/VPN UNIX RightFax TeamForge TimeTracker AS/400-iSeries Enterprise Business Applications Low Volume Eligible: No Threshold parameters: ***% within *** and ***% within *** SLA Metrics and parameters:(field names in OPAS) Supporting CompanyRequest Summary NameRequest Approval Date/TimeRequest Assigned Date/TimeRequest Completed Date/TimePending TimeExcluded in SLA Reporting Logical description of the SLA calculation: Report CriteriaSupporting Company = “CORELOGIC”, “FINITI”,”RELS”,”STARS”Request Summary = “Terminate A Resource (employee/contractor/vendor) andWork Order Summary is = “Terminate System Access” or Terminate Mainframe Access or Terminate Remote Access VPNAND All incident records for the period whereSummary = “TERMINATION_CLGX:Termination*”Request Closed Date/Time is within the reporting periodExcluded in SLA Reporting <> YesCalculations Request SLA = Latest Work Order Completed Date/Time - earliest Work Order Assigned Date/Time Two (2) thresholds will be computed :Threshold (1) Service Level Achievement (Number of successfully completed requests *** /Total number of requests in the measurement period) * 100% Threshold (2) Service Level Achievement (Number of successfully completed requests within *** /Total number of requests in the measurement period) * 100%
