Laserfiche WebLink
SOLICITATION # CH16012 <br />1ndilent Prioritization <br />Priorityt <br />Response <br />Time Service <br />Severity <br />Level <br />Major part of the system is unavailable/not operating <br />correctly, affecting multiple users. No workarounds in <br />place and business operations are not possible. <br />30 <br />1 <br />Or <br />minutes <br />Incident has a critical impact on the business (e.g., <br />loss of the Exchange Production server impacting all <br />users). <br />Response time <br />Part of the system is unavailable/not operating <br />will be within <br />correctly, affecting users in a single function. No <br />indicated time <br />workarounds in place and business operations in this <br />beginning from <br />2 <br />function are not possible/severely impacted. <br />60 <br />when the <br />Or <br />minutes <br />customer <br />Incident has a serious impact on part of the business <br />creates a ticket <br />(e.g., a configuration change is impacting a small <br />or a monitoring <br />subset of users). <br />event is <br />validated. <br />Part of the system is unavailable/not operating <br />correctly, affecting users in a single <br />Additional <br />function. Workarounds in place, but business <br />resources are <br />3 <br />operations are impacted, although not severely. <br />4 hours <br />engaged via <br />Or <br />Virtustream's <br />Incident has a temporary impact on users and is non <br />on Call <br />critical or is a development issue (e.g., email is slow <br />Process. <br />to deliver) <br />Incident that is causing inconvenience to the <br />business, but not impacting operations. <br />1 <br />4 <br />Or <br />business <br />Incident has a minor impact on users or business, or <br />day <br />issue is a request for further information <br />Virtustream will assign a Technical Account Manager starting on day 1 of the contract. The Cloud <br />Platform, Cloud Cover (managed services), and Cloud Security teams will also be assigned to <br />State of Utah upon execution of the contract. All of the individuals assigned to the State of Utah <br />account have significant years of experience in their fields. <br />The TAM assigned to State of Utah will provide reports ad hoc but also on a quarterly basis. The <br />quarterly business reviews include but are not limited to performance measurements, service <br />requests. On a monthly basis, the TAM will provide a consumption report detailing the items <br />consumed by each virtual machine. This delivers a very granular cost breakdown to State of Utah <br />which will allow the data to be carved multiple ways. Also, information can be gathered by the <br />State of Utah team any time they want from the xStream portal. State of Utah can also issue a <br />ticket to Virtustream operations center to request information as well. The TAM will conduct <br />scheduled meetings and be in constant contact with State of Utah. The TAM is an extension of <br />the State of Utah team. <br />Virtustream defines a Root cause analysis (RCA) as the formal process, documented in writing by <br />Virtustream and approved by Customer, to be used by Virtustream to diagnose problems at the <br />lowest reasonable level which includes a report of the corrective action to be taken and defined <br />timelines for corrective actions, which shall eliminate, to the extent reasonably possible, repeat <br />failures. The following details the RASCI for RCA's: <br />carahsoft PO carahsoft <br />