Version 2.1 Printable Version

Version History

Tech Toolset

Connecting

Restoration

Changes & Enhancements

Operations

Planning

Service Summary Table

Service / Activities		Service Variations	Performance Target			Permissable Percentage Variance specified in SLA
			Acknowledgment within..	To Be Actioned By..	Target Completion within..
Technology Toolset
	New employee setup	Basic	1 day	By Service Request with Mgmt approval	2 business days	5 %
	Workstation provision	Basic	1 day	By Service Request with Mgmt approval	8 days	5 %
		Premium	1 day	By Service Request with Mgmt approval	5 days	5 %
		Additional Approved SW			5 days
		Additional Non-approved SW			7 days
	Access to networked resources	Basic	1 day	Mgmt approved Network Access Request Form (NARF) form	5 days	5 %
	Electronic Mail	Basic	1 day		2 days	2 %
	Desktop Support via ebc Technology Desk	Basic	20 sec	Creation of Remedy Ticket	8 hrs	10 %
	Connecting to IT Services
	Logon and Application ID and Password issuance	Basic	1 day	Mgmt approved Network Access Request Form (NARF) form	5 days	5 %
		Emergency Relocation	20 sec	Notification to Security & Operation Mgrs	15 min	5 %
		Premium	1 day	Special request	1 day	5 %
	Logon/application password reset	logon IDs	20 sec	Remedy Ticket	1 hour	5 %
		Application IDs	20 sec	Remedy Ticket Business Manager authorization	Completed < 2 hours	5 %
	PKI Certificatemodification	Premium	1 day	Remedy Ticket w. Mgmt approval	10 days	5 %
	LAN jack Move, Add or Change (MAC)	1 to 5 jacks	2 days	onsite visit within 5 days	5 days	5 %
		6 to 10 jacks			10 days
		11 to 16 jacks			15 days
		17+ jacks			8 weeks or to be arranged
	Activation/de-activation existing connected jack	Basic	2 days	onsite visit within 5 days	5 days	5 %
	Re-image workstation	Basic	2 days	onsite visit within 5 days	5 days	5 %
		Premium	2 days	onsite visit within 2 days	2 days	5 %
	Extending the reach - Mobile Services
	Remote Access (RAS) dial-up over VPN	Basic	2 days	Dial-in number	5 days	2 %
	Virtual Private Network (VPN) using DSC or cable	Premium	2 days	Existing high speed internet provider Request form	DSL: 7 days Cable: 17 days	5 %
	Wireless (Backberry, Handheld, iPAQ) Access	Premium	1 day	Wireless provider Request form	15 days	5 %
Restoring IT Services
	ebc Technology Desk First Point of Contact (FPOC) Incident Resolution	Basic	20 sec	Call to Technology Desk Remedy Ticket	15 min to resolve	25%
	Customer Satisfaction	General		Annually	> 80%	consistently
		Technology Desk		after Incident Ticket closed	3.5	consistently
	FPOC Dispatch of calls not resolved at FPOC	Basic	20 sec	Severity determined Remedy Ticket	30 min to assign	5%
	FPOC Dispatch of calls not resolved at FPOC	Basic	20 sec	Severity determined Remedy Ticket	30 min to assign	5%
	IT Service Failure	Severity 1	20 sec	5 min to triage with Subject Matter Expert Communications updates	12 hours to resolve	5%
		Severity 2		60 min	48 hours to resolve	5%
		Severity 3		8 hours	5 days to resolve	10%
	Deskside Support Resolution	Basic	Per Sev 1,2,3	N/A	< 15 min to resolve	50%
					< 8 hours to resolve	25%
					< 3 days to resolve	15%
					< 1 week to resolve	5%
		Premium Under review		4 hours till onsite	4 hours to resolve	10%
	Server Configuration Fix	Emergency	15 min	15 min till onsite	4 hours to resolve	20%
	File Restoration	Non email simple on line	same day		2 days	5%
		Non email complex off line			10 days
		Email deleted < 7 days			2 days
		Email deleted 7+ days	2 days		5 days Cost: $5,000	5%
	Network Restoration
	EDS Restoration Service	Basic	15 min	15 min to triage	8 hours to restore	5%
		EDS Level 2 Premium			4 hours to restore	2%
		EDS Level 3 Premium			2 hours to restore	2%
	Network Performance Investigations	Basic	20 sec	hours to triage per Sev 1,2,3	10 days	10%
	Voice Processing & ACD Failures	Basic	2 hours	8 hours to triage	8 hours	10%
Changes and Enhancements
	Infrastructure Project design or cost estimate for application systems project mgmt	Simple	2 days	5 days to meet client	10 days	5%
		Complex			30 days
	RFP Created	Simple			30 days
	Modify Server Configuration	Simple		with CAB approval	10 days
		Complex			as assigned by CAB
	Modify Workstation Configuration (SW and HW)	Simple		In-Stock	2 business days	5%
		Complex		Non-stock order	15 days
	Network Change Requests
	New WAN connection	Less than 1.5 Mbsp	2 days	5 days	8 weeks	10%
		1.5 to 100 Mbsp			on project basis
	Existing WAN speed change	Basic	2 days	5 days	5 days	10%
		HW change required by Bell		N/A	15 days
	Firewall New, Add or Change	Cluster Managed	2 days	N/A	12 days
		EDS/iSERV/DMZ Managed	2 days	N/A	17 days
		Emergency	15 min	onsite same day	next change window	2%
	Application IP Address Add/Change	Basic	2 days	N/A	5 days	5%
	SSL Certificates for Servers or Applications	Basic	2 days	N/A	10 days	5%
	New app/web/db server	iSERV hosted	2 days	N/A	16 weeks	2%
		ebc hosted	2 days	N/A	4 weeks	5%
	Voice processing modifications - LGS	Premium	2 days	5 days	TBD	2%
	ACD software changes	Premium	2 days	5 days	TBD	5%
Operations, Stability and Management
	Software Testing	Basic	1 day	Approved by ebcCAB, Agreed upon schedule	20 days	10%
	Application Availability	Basic	2 days	Application Availability reporting	100% Available	5%
		7 by 24 availability Or Mission Critical	2 days	Application Availability reporting	100% Available	5%
		7 by 24 availability And Mission Critical App	2 days	Application Availability reporting	100% Available	2%
		Application restoration	Per Incident Severity	Incident reporting	per Incident Severity under IT Incident Failure
	Security Services
	Security Advisory Issuance	Basic	current day	Mgmt Authorization	current day	5 %
	CPIC Security Clearance	Premium	2 days	Mgmt Authorization	5 days	5 %
	OPP Background Check	Premium	2 days	Mgmt Authorization	90 days	5 %
Planning IT Services
	Ensuring Enough Capacity
	Workstation refresh	Basic	30 days of lease expiration	PO, Equipment Return Form	TBD w.client	5 %
	Usage Monitoring and Reporting	Basic	2 days	Monthly reports to ministry management	15 days of month end	5 %
	Research and Planning
	New application build and test	Basic		N/A	BSM TBD with clients
	New application roll-out	Basic			BSM TBD with clients
	Project Cost Estimates for AS managers	Simple	2 days	5 days	10 days	20%
		Complex	2 days	5 days	20 days	50%
	Project Delivery	Meet all deliverables				10%
		Meet completion date				10%
		Within budget				10%
	Facilitate Assessments	Simple	2 days	5 days	30 days