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ServIcePlus Support Services Agreement • An itemized list of all active requests/incidents annotated by Avocette ticket number in the current month and previous month. • Hourly usage for each ticket in the current month, the previous month and overall. • The status of each ticket as of the end of the period as well as any information that will assist both CLIENT and VENDOR In resolving the ticket. 2.5 Service Delivery Service delivery is oriented around two specific processes: 1) Incident Management a. The handling of Break Fix situations, requests that involve software fixes, 2) Service Request Management In CLIENT terminology this Is the 'support' type of a. The handling of any request that is not expected to result In a software fix. This includes Maintenance, Enhancement and Operational (non -software related) requests. See section 2.13 for a list of additional services available. The following sections will outline all the elements involved in Service Delivery and also walk through the expected workflow for both Incident Management and Request Management. Avocette uses a Service Management system to record and track all incidents and service requests under this contract. Once submitted, service request management application is used to support incidents and requests, assign tasks to internal team members and track time spent on specific requests. The features offered are: • Application Change Management by logging and tracking requests, bugs, end enhancements by application and client • Cross-referencing of incident reports • Time recording for activities and reporting on effort • Root Cause capture • Control of user access to ensure security and privacy The service request management application is configured for each client and can be modified to accommodate business related requirements for reporting, 2.7 Incident Management The Incident management process occurs when CLIENT has a request to fix a production problem with your Claritl environment. The goal of incident management is to: • Return to the normal service level as soon as possible with the smallest impact on the business and user.