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SOLICITATION # CH16012 <br />ion <br />Customer <br />Vi <br />Request Root Cause Analysis tickets by contacting the <br />Virtustream TAM (Customer requests Incident reportlProblem <br />RIA <br />S <br />record) <br />Document, track and manage all Problem tickets using ITSM <br />S <br />R/A <br />system <br />Provide Problem management review and Root Cause Analysis <br />(RCA) for all in -scope P 1 Incidents (preliminary report within 48 <br />S <br />R/A <br />hours; final within 15 calendar days) <br />Provide Problem management and RCA of identified Problems <br />(e.g., reoccurring events, alerts) - investigate and diagnose <br />S <br />R/A <br />8.12.4 Describe the consequencesi remedies if the Respondent fails to meet incident response time <br />and incident fix time. <br />CA <br />APM <br />In the event that the Service Level Availability committed decreases below the <br />Threshold for Service Availability Default, Minor or Major, Customer may be entitled to <br />take action as outlined in the contract. <br />MAA <br />In the event that the Service Level Availability committed decreases below the <br />Threshold for Service Availability Default, Minor or Major, Customer may be entitled to <br />take action as outlined in the SaaS Listing. <br />CA Agile <br />In the event that the Service Level Availability committed decreases below the <br />Threshold for Service Availability Defau#, Minor or Major, Customer may be entitled to <br />take action as outlined in the contract. <br />ASM <br />In the event that the Service Level Availability committed decreases below the <br />Threshold for Service Availability Default, Minor or Major, Customer may be entitled to <br />take action as outlined in the SaaS Listing. <br />AODocs <br />If AODocs does not meet the SLAB, the customer will be eligible to receive a service credit. <br />Viral <br />Email support@virtru.com <br />ServiceNow <br />ServiceNow or its authorized reseller, as applicable, will use reasonable efforts to meet the target <br />response times and target level of effort stated in the "Customer Support Policy" contained within <br />the "Subscription Service Guide" included with this response for more information. <br />SAP <br />Ariba <br />As part of the Cloud subscription, Anba provides Customer Support services <br />to help diagnose, troubleshoot and resolve functional and technical problems <br />for all users. Anba's award winning customer service staff can be contacted <br />via phone (toll free), email or Web form Monday -Friday, 2415 in multiple time <br />zones and languages. Anba Connect, our online support portal provides 2417 <br />support for service and enhancement requests. Customers may also choose <br />to purchase ExpertCars. ExpertCars provides each customer with a named <br />contact within Ariba that acts as an ExpertCare Manager for the customer and <br />is knowledgeable about customer specific business process, configurations <br />and customizations. <br />Fieldglass <br />Our best pmcfice is that the program office (managed by the State of Utah or <br />your chosen MSP) provides first4evel support for end users including hiring <br />managers, approvers, suppliers, etc. <br />Fieldglassmulti4ingual halpdesk is available by phone, email or web form <br />24x7x365. Our English language halpdesk is located at our corporate <br />headquarters in Chicago. Merlin Information Systems Ltd., a UK entity, <br />provides helpdesk service in French, German and Japanese from its Manila, <br />carahsoft 141 carahsoft <br />