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ServicePlus Supporl Services Agreernent Avoee i e <br />5. Complete resolution details in the support tracking system <br />and closing the ticket <br />6. Attend monthly service level meetings <br />7. The following additional responsibilities are primarily <br />'..... related to Service Request Management <br />S. Facilitate Authorization of work to proceed. <br />9. Manage communication with other application <br />stakeholders on implementation or significant changes <br />10. Facilitate approval of requirements and functional <br />specifications <br />Avocette Service Desk Support Analyst Avocette's Service Desk is staffed with Service Desk Support <br />Analysts who are responsible for receiving and acting upon <br />incidents reported by ServicePlus clients. <br />The Avocette Service Desk Support Analyst <br />1. Responds to incidents from ServicePlus clients submitted <br />by email or phone. <br />2. Provides basic user support as required such as <br />password resets and other user support issues. <br />3. Based on the priority of the incident lakes appropriate <br />action to respond to the incident by performing a warm <br />handoff. <br />4. Provides regular updates for high priority incidents. <br />Avocette Account Manager An Avocette Account Manager is assigned to each <br />ServicePlus client and will be the person responsible for <br />ensuring Avocette meets its commitments under this contract. <br />The Client Account Manager is also responsible for approving <br />service requests on behalf of Avocette. <br />'..... The Avocette Account Manager will, <br />1. Be responsible for Avocette's commitments under the <br />contract. <br />2. Be available when necessary to meet with the client to <br />address issues and concerns. <br />3. Approve Service Requests in a timely manner. <br />Service Delivery Manager A Service Delivery Manager is assigned to each ServicePlus <br />client and will be the primary contact for managing incident <br />resolution and service requests. Avocette always assigns a <br />backup Service Delivery Manager, typically the Subject Matter <br />Expert, to each account so that service disruptions are <br />'.,. avoided in the CaSe of the primary Service delivery rnanager <br />not being available. <br />The Service Delivery Manager will: <br />1. Be responsible for ensuring service levels are met for all <br />reporting incidents and communicating status of incident <br />resolution processes to stakeholders <br />2. Manage the delivery team and ensures support coverage <br />is in place to meet or exceed all service levels <br />3. Ensure proper communication to CLIENT regarding <br />release scope and expected delivery schedule and status <br />during the implementation process <br />City Council 22 - 107 6115/2021 <br />