Time Definitions. Reporting Tools: OPAS Service Requests Exceptions: - Batch new user setups will be excluded from the On-Time Completion percentage calculation. - Remote Location: The eleventh or more new user setup per day per remote location will be excluded from SLA calculation. - Campus Location: The sixteenth or more new user setup per day per campus location will be excluded from SLA calculation. - Time before arrival of assets will be excluded from this measurement (i.e., ticket is submitted after arrival of all necessary assets.) - Request for Non-Standard Hardware that requires unique configuration requirements not previously defined. _ A Batch will be defined as *** new user set-ups per day for Remote locations and *** new user set-ups per day for Campus Locations. Supplemental definition of terms: Measures the percentage of New Authorized User setup requests that are completed within the required timeframes during the Measurement Period Request Name : User Provisioning and Work Order = Computer Hardware Implementation 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 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 = “New User Provisioning” If Request Summary = “New User Provisioning”Get Work Order Name = “*EUD*” or Work Order name = “Desk Phone*” or Work Order Name = “Mobile Device*” or ( Request Type = ““TEMP NUP CLGX-Add or Install End User Device” or ““TEMP NUP CLGX-Computer Hardware” or “TEMP NUP CLGX-Desk Phone” or “TEMP NUP CLGX-TEM-Mobile Device”) Closed Date/Time is within the reporting date of the SLAExcluded from SLA reporting <>”Yes”Status = “Closed”CoreLogic authorized users, currently:Requested by Company = “CORELOGIC”, “RELS”,”FINITI” Calculations SLA Elapsed Time = Completed Date/Time - Approval Date/Time - Pending Time Service Level Achievement = Number of End User Device Setup with SLA Elapsed time <=***/ Total number of End User Device Setup Service Requests for the Measurement Period
Time Definitions. Reporting Tools: OPAS Service Requests Exceptions: - Greater than *** in single request is batch and will be excluded from the on-Time Completion percentage calculation. Supplemental definition of terms: Measures the percentage of Virtual Service Provisioning Requests (less than ***) that are fulfilled by Supplier within the required timeframe 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 requests completed within *** SLA Metrics and parameters:(field names in OPAS) Supporting CompanyRequest SummaryWork Order SummaryRequest Approval Date/TimeRequest Assigned Date/TimeRequest Closed Date/TimePending TimeExcluded in SLA Reporting Logical description of the SLA calculation: Report CriteriaSupporting Company = “CORELOGIC”, “FINITI”,”RELS”,”STARS”Request Summary = “Virtual Server Install - Linux - Internal or “Virtual Server Install - Windows - Internal “And Work Order Summary = “Provision Server” and Work Order Summary = “Service Device/QA”Request Closed Date/Time is within the reporting periodExcluded in SLA Reporting <> Yes Calculations Request SLA = Latest Completed Date for Work Orders - Earliest Assigned Date for Work - Total Pending Time Service Level Achievement (Number of successfully completed requests with Request SLA /Total number of requests in the measurement period) * 100%
Time Definitions a. Fiscal Year operates from July 1 through June 30.
b. Academic Year is the period of one hundred seventy-five (175) days of instruction as required by this Agreement. The Academic Year for all Unit Members, unless otherwise provided for in this Agreement, shall be composed of two semesters of approximately seventeen and one-half (17 ½) weeks duration each, not to exceed one hundred and seventy-five (175) days of assigned duties. Sundays and holidays shall not be counted as days of the Academic Year. Inter-sessions are voluntary assignments during contractually authorized work periods occurring between, but not overlapping with the one hundred and seventy-five (175) days comprising the Fall and Spring Semesters. Inter-sessions do not include Summer Session. See Article 9 (Introduction) and Article 8.
c. Calendar Year operates from January 1 through December 31.
d. Full-time Equivalent Year is thirty (30) Calculated A Hours (CAHs) per Academic Year.
e. Day is a calendar day, unless noted otherwise in a specific Article in this Agreement.
f. Reassign Time is compensation for an Alternative Duty Assignment (as defined in Article 10C.3) for which Calculated A Hours (CAHs) [see Article 10D.1] or equivalent compensation is given. See Article 21G.2.
g. Flex Day is a block of six (6) hours, considered a full day under the one hundred and seventy-five (175) day Academic Calendar, designated for employees to conduct staff, student, and instructional improvement activities pursuant to Title 5, Section 55720, and in accordance with Article 8C.1, and Articles 29B. and 29D.
(1) Mandatory Flex Day see Articles 29B.
(2) Variable Flex Day see Articles 29B.
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 NTT request for CoreLogic's approval and when CoreLogic provides its approval Supplemental definition of terms: Apply Patches to all instances of non-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 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 Logical description of the SLA calculation: Report CriteriaRequested Company = “CORELOGIC”,”RELS”,”FINITI”,”STARS”Completed Date and Time = within the SLA reporting periodProduct Categorization 1 = “HARDWARE”;Product Categorization 2 = “SERVER”Operational Category Tier 1 = “INSTALL”Operational Category Tier 2 = “CODE”Operational Category Tier 3 = “PATCH- MAINTENANCE”Excluded from SLA Reporting <>”Yes”Performance Rating = ***Priority = Medium (target is Normal)Priority = High (target is Critical) Calculations Critical Patches SLA = Complete Date/time - Submit Date/Time Date/Time (Should be equal to ***) Normal Patches SLA = Complete Date/time - Submit Date/Time (Should be equal to ***) Service Level Achievement = (Total number of Enterprise Patches that are successfully installed in accordance with SLA/ Total number of Enterprise Patches that are scheduled to be completed during the Measurement Period) * 100%
Time Definitions. Reporting Tools: OPAS Service Requests
Time Definitions. Reporting Tools: Incident Ticket
Time Definitions a. Fiscal Year operates from July 1 through June 30.
b. Academic Year is the period of one hundred seventy-five (175) days of instruction as required by this Agreement [see Article 9 (Introduction) and Article 8].
c. Calendar Year operates from January 1 through December 31.
d. Day is a calendar day, unless noted otherwise in a specific Article in this Agreement.
e. Reassign Time is compensation for an Alternative Duty Assignment (as defined in Article 10C.3) for which Calculated A Hours (CAHs) (See Article 10D.1) or equivalent compensation is given (see Article 21G.2).
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 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 NTT request for CoreLogic's approval and when CoreLogic provides its approval Supplemental definition of terms: Apply Patches to all instances of non-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 Low Volume Eligible: No Threshold parameters: ***% of normal patches applied in *** month 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 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
