Item 22 - Agreements for Enterprise Land Management System

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ServicePlus Support Services Agreement 5 The process is triggered when the authorized CLIENT individual or group makes the request through: • E-mail to Avocette (for non-emergency items only) • Phone call to Avocette (for emergency and high priority issues, phone is mandatory) Incident Management Process The following describes how Avocette will respond to an incident request. This process can be reviewed and adjusted if necessary to meet CLIENT’s specific needs. As noted previously, some incident may require an Clariti fix and in those cases Avocette will support the reporting and communication with Clariti. Avocette Application Management CLIENTAvocette1.1 Request Support 1.2 Acknowledge Request 1.3 Create Incident Receive Acknowledge- ment Update Request 1.5 Resolve issue within SLA 1.4 Assign Team Resources 1.7 Recover Application 1.6b Approve Closure Phone/Email Priority 1 or 2?Warm HandoffYes No Email /Phone Acknowledgement Application Recovered? Yes No 1.6a Request Closure Figure 1: Procedure for Incident Management. Task # Task Actor(s) 1.1 The CLIENT point-of-contact or Customer Service Center contacts the Avocette Service Desk via toll-free telephone number or email address. CLIENT application point-of- contact 1.2 All contacts are acknowledged upon receipt. Acknowledgement can be through email or by phone. In the event an incident is submitted which in the judgement of the service desk should be a level 1 or 2 incident (not applicable for AS and WHEN) the service desk will acknowledge by phone and recommend an upgrade of the incident priority. Avocette Service Desk 1.3 Avocette Service Desk creates a ticket for the request, assigning the request to Avocette’s primary support person and Service Delivery Manager. Automatic email notifications are generated and sent to the Avocette Service Manager. Avocette Service Desk