Incident Management

What it is | Objectives | Promised Performance | Client Obligations | Funding | Dependent On | Activities | More Info | CO Summary

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1. Description

2. Objectives

• Reduction in number of incidents caused by introduction of changes to infrastructure
• Improved ability to restore service quickly by documenting and providing quick access to pre-established and tested procedures (eg., server re-boot, configuration/parameter modifications)
• faster resolution of network incidents by improved ability to influence Integrated Network Provider (EDS) response to incidents affecting ebc

3. Service Commitments

Incident Response Defaults
• all incidents reported by Clients are acknowledged by a service Desk represented within 20 seconds of the call being placed.
• Severity Assignment: a severity is assigned to all reported incidents within 30 minutes of a call being made
• all Severity 1, 2 and 3 are subject to defined action and resolution protocols
• Severity 1 and 2: incidents will be resolved within specified resolution times 95% of the time
• Severity 3: incidents will be resolved within specified resolution times 90% of the time.

  Desk-side Support: for incidents requiring desk-side support

• Basic Service: a support staff will be onsite within 4 hours and resolution will occur within 8 hours 75% of the time
• Premium Service: a support staff will be onsite within 4 hours and resolution will occur within 4 hours 90% of the time
• Emergency Service: a support staff will be onsite within 20 minutes and resolution will occur within 1.5 hours 90% of the time

• Emergency Server Configuration Fix: Onsite support will occur within 15 minutes and resolution will occur within 1.5 hours in 90% of all occurances.

  File Restorations: all requests for file restoration will be acknowledged the same day unless noted for 95% of all requests

• for non-email related requests which are deemed simple and can be done online restoration will completed within 2 days
• for non-email related requests which are deemed complex and cannot be done online restoration will completed within 10 days
• for email deletions restoration will be completed within 2 days
• for email requests requiring accessing archived email greater than 7 days old the request will be acknowledged within 2 days and the email restored within 5 days at a cost of $5,000

  Network Restoration: network services are provided by an external provider administered by iSERV. The following performances are detailed in the contract between them.

• Basic network failures will acknowledged through a triage with affected parties within 15 minutes of the detection of an outage.
  Provider Restoration Guarantees
  • network failures will be restored within 8 hours 95% OF THE TIME
  • where service is determined by EDS level 2 Premium Service restoration will occur within 4 hours 98% of the time
  • where service is determined by EDS level 3 Premium Service restoration will occur within 2 hours 98% of the time
• a client request for a network performance investigation will be governed by severity protocols and will be completed within 10 days 90% of the time

  A voice processing or ACD failure: will be acknowledged within 2 hours and the service will be restored within 8 hours 90% of the time

How are we doing ?

4. Client Obligations

• the Client may be requested to be available for an onsite visit or make resources or facilities available to restore incidents
• the Client may be asked to provide commentary on their perception of the quality of the restoration
• the business organization should be prepared to address causes attributable to Client involvement in the incident (eg., training issues)

5. Client Costs

• Most costs are paid through an annual appropriation to the ebcIT Division through the Ministry of Labour as negotiated during the annual government-wide fiscal budgeting process,
• restoration efforts performed by the Integrated Network Provider are paid through an annual appropriation by Management Board Secretariat
• restoration efforts performed by iSERV are paid through an annual appropriation from Management Board Secretariat

6. Dependencies

• network incidents are managed by the Ontario Government's Integrated Network Provider - EDS through their Service Desk. EDS maintains its' own set of severity assignments. EDS also maintains service partner relationships with Bell and Worldcom for the provision of some networking services,
• many ebc servers are hosted by iSERV and are subject to their Severity determinations,
• when incidents involved either or both of EDS and iSERV there may be additional coordination exercises involved making it more difficult to meet SLA targets,

7. Activities

• Incident Management: ensure that all operational events which are not part of the standard operation (incidents, problems and errors) are recorded, analyzed and resolved in a timely manner. Incident reports should be established in the case of significant issues,
• Incident Escalation: ensure that identified problems are solved in the most efficient way on a timely basis. These procedures should ensure that these priorities are appropriately set,
• Tracking and Audit Trail: provide for adequate audit trail facilities which allow tracing from incident to underlying cause (e.g. package release or urgent change implementation) and back. It should closely interwork with change management, availability management and configuration management
• Knowledge Base: Maintain information on frequently encountered or possible future incidents for client access

8. More Information

• Responsible for meeting performance: Ryan Rossman, Manager, Client Services - 416-326-7508
• ebc Incident Management Process Guidelines
• Network Restoration

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