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Servicelllus Support Services Agreernent <br />Avocei e <br />• An itemized list of all active requestslincidents annotated by Avocette ticket number in the current <br />month and previous month. <br />Hourly usage for each ticket in the current month, the previous month and overall. <br />The status of each ticket as of the end of the period as well as any information that will assist both <br />CLIENT and VENDOR in resolving the ticket. <br />r, r :r n W r, f r, v An yr <br />Service delivery is oriented around two specific processes <br />1) Incidcnt Managcmcnt <br />a. The handling of Break Fix situations. <br />requests that involve software fixes. <br />2) Service Request Management <br />In CLIENT terminology this is the 'support' type of <br />a. The handling of any request that is not expected to result in a software fix. This includes <br />Maintenance, Enhancement and Operational (non -software related) requests. See <br />section 2.13 for a list of additional services available. <br />The following sections will outline all the elements involved in Service Delivery and also walk through the <br />expected workflow for both Incident Management and Request Management. <br />Avocette uses a Service Management system to record and track all incidents and service requests under <br />this contract. Once submitted, service request management application is used to support incidents and <br />requests, assign [asks to internal learn members and track time spent on specific requests. The features <br />offered are <br />• Application Change Management by logging and tracking requests, bugs, and enhancements by <br />application and client <br />Cross-referencing of incident reports <br />Time recording for activities and reporting on effort <br />• Root Cause capture <br />• Control of user access to ensure security and privacy <br />The service request management application is configured for each client and can be modified to <br />accommodate business related requirements for reporting. <br />The incident management process occurs when CLIENT has a request to fix a production problem with <br />Your Clariti environment. <br />The goal of incident management is to: <br />• Return to the normal service level as soon as possible with the smallest impact on the business <br />and user. <br />City Council 22 - 102 6115/2021 <br />