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This is Attachment A (Statement of Work Definitions) to the Agreement between the County of Orange, CA ( County ) and Vendor. In the event of a conflict between the definitions set forth in this Attachment A and a definition contained within in the Agreement, the definition in the Agreement shall prevail. 1 Page 2 of 8
Statement of Work Definitions Abandonment is defined as calls received at Service Desk that enter the queue and that are terminated (End User hang up) prior to pickup by human operator or after voice response unit options (VRU) have been selected. Annual Service Fees are defined in Section 3.1.3 of Schedule 3. Asset Management System means a Vendor provided and managed system to track asset ownership attributes and to record asset data such as purchase date, warranty, location and responsible person. Availability means is the percentage of time that a given Service or System is fully operational and available when its resources are called upon at a random point in time. Availability represents a measure of the fraction of time (expressed as a percentage) during a defined period when the Service or System is deemed to be equal to or better than a Designated Service Level. Availability (%) = 100% - Unavailability (%) UUUUUUUUUUUUUUUUUU OOOOOOOOOOOO DDDDDDDDDDDDDDDD Where Unavailability is defined as: X 100 SSSShUUUUOOUUUUUU TTTTTTTT PPUUUUUUUUUUUU OOOOOOOOOOOOOO Availability measurement calculations shall be limited to those Service and System components that are directly under the control of Vendor, as well as Service and System components for which Vendor is responsible for subcontracting to Third Parties. Availability measurement calculations shall exclude any Service or System elements downtime to the extent caused by a Force Majeure Event, as well as any Service or System that is controlled exclusively by the County or a County Agent. Baseline means, for each Service described in Schedule 2, the quantity of Resource Units included in the Annual Service Fees. Break/Fix means a County request placed due to a Software or hardware Incident/Problem encountered in accessing or operating IT resources where support services are required to Resolve the Incident/Problem. Business Day means any day on which the County of Orange is open for business. Business Hours means Pacific Time to Pacific Time on a Business Day Call means a communication counted for each unique Incident that is received via telephone, voicemail, fax and/or e-mail, involving a separate individual event that results 2 Page 3 of 8
in opening a Service Desk Trouble Ticket. Only incoming communications are counted toward individual calls for measuring Call volume statistics. For Incidents where multiple calls are related to a single point of failure (e.g, calls related to a server outage), such calls will be considered as a single Call; will not result in opening a separate Service Desk Trouble Ticket; and will not be aggregated or counted as individual Calls for measuring Call volume statistics. A request made through the Web Portal Service Catalog shall not be considered a chargeable Call so long as it is not assigned to the service desk to resolve it. Web Portal Service Catalog requests that are missing necessary information and that require service desk agent intervention, are considered a chargeable Call. County 411 call directed to a service desk agent for response shall be counted as a chargeable Call. However, a 411 call routed by ACD automation and not requiring a response by a service desk agent is not a chargeable Call. Change(s) means any change, modification, action or decision with respect to the Services or the Systems. Configuration Management Database (CMDB) means a Vendor-provided and managed database repository that contains all relevant information about the components of the information system used in the County IT environment and the relationships between those components. Within this context, components of an information system are referred to as configuration items including software, hardware, documentation, and personnel. Customer Satisfaction means a subjective rating obtained through a combination of periodic End User surveys and feedback from random End User follow-up calls. Electronic Data Interchange (EDI) means the transfer of data between systems using networks, such as LANs, WANs, or the Internet including through application interfaces, middleware and file transfer. First Contact with a Service Desk human operator is defined as the initial interaction of an End User with the Vendor in response to a telephone, email, or web chat resulting from an Incident or Service Request. First Contact Resolution is the successful diagnosis and correction of an Incident or correct answering of a question during the Vendor s First Contact with an End User in response to a Call. First Contact Resolution includes warm transfers (i.e., transfers to another person while the End User is connected via telephone with the Service Desk human operator) to Vendor personnel, but excludes (a) warm transfers to non-vendor personnel, (b) cold transfers (i.e., transfers to another person once the End User has or has been disconnected from the Service Desk human operator), (c) dropped telephone calls, and (d) IMACs. 3 Page 4 of 8
Incident means any event which is not part of the standard operation of a Service and which causes, or may cause, an interruption to, or a reduction in, the quality of that Service. The County will determine the Incident priority level of each reported Incident. Repeat visits to correct problems that arise from previously implemented IMACs are considered Incidents, not IMACs, and will not be added to the IMAC count. Vendor will provide the County with an escalation procedure (to be approved by the County) for resolution of reported and non-reported incidents. Incident Resolution or Incident and Problem Resolution means the point at which Vendor has responded to an Incident and/or Problem and Vendor has either: (a) successfully diagnosed and taken appropriate corrective actions to return the systems(s) or service(s) to an acceptable level of operability and performance to the County to conduct business (including conducting and concluding a Root Cause Analysis as required); or (b) has provided an appropriate answer to an inquiry or an informational question that is understood by and acceptable to the County. In both cases, the Incident and/or Problem are not resolved until the County is convinced and satisfied that it has been resolved. Interface means the hardware, Software and Services required to support Electronic Data Interchange between the County of Orange and Third Parties. Level 1 means the support provided to End Users at first point of contact for all Incidents with respect to the designated Services. Level 1 Support shall include without limitation the following services: End User calls shall be answered and screened for the nature of the calls, the calls shall be logged into a call tracking system, a Priority Level shall be assigned to each reported Incident, and all Incidents that can be Resolved without escalation are Resolved. Level 2 means all support following Level 1 support, as further described in Schedule 2, to assess operating environments and Software versions, perform diagnostic procedures, and Resolve Incidents. Level 2 support Incidents shall be worked on continuously until Resolved, except for Incidents that cannot be Resolved without correction of Errors in the Third Party Software set forth in Appendix 2B.2 to Schedule 2B, in which case the Vendor shall escalate the Incident to Level 3 support. Level 3 means support to Resolve Incidents that cannot be Resolved without correction of errors in the Third Party Software set forth in Appendix 2B.2 to Schedule 2B. 4 Page 5 of 8
Maintenance Window is a County-approved period of time during which preventive maintenance that could cause disruption of service may be performed. SLR calculations exclude Maintenance Windows. Malware means software designed to infiltrate or damage a computer system without the owner's informed consent. Software is considered malware based on the perceived intent of the creator rather than any particular features. Malware includes computer viruses, worms, trojan horses, most rootkits, spyware, dishonest adware, crimeware and other malicious and unwanted software. Measurement Interval means the calendar period in which a measurement for a given Resource Unit is aggregated and measured and reported on (e.g., one (1) month, one (1) year, etc.) as stated in Schedule 3. Outage means a specialized case of an End User Break/Fix call affecting a substantial group of End Users ( flood calls ); calls are placed to the Service Desk to inform, inquire or complain about accomplishing tasks with, accessing or operating IT resources. Password Reset is defined as a specialized End User request regarding regaining or restoring access privileges to IT resources to which the End User is entitled to access. Priority Level 1, 2, 3 and 4 shall have the meanings set forth in Table 29 of Schedule 2A. Premise refers to an onsite County service delivery location where County End-Users interface with the computing infrastructure, including workstations, network-attached printers, other network-attached peripherals, network routers, wireless access points, telephone handsets, PBX systems, and video conferencing devices. Problem means a condition often identified as a result of multiple Incidents that exhibit common symptoms. Problems can also be identified from a single significant Incident, indicative of a single error, for which the cause is unknown, but for which the impact is significant. Reporting Period means all reports are provided as documented in Attachment L, Reports, but in no event, later than the delivery of the invoice as provided in Section 11.3.1, Vendor Invoices. Resolve or Resolution means to repair, replace, reconfigure, reinstall, re-route, or otherwise provide a complete solution to an Incident that returns the System and/or End 5 Page 6 of 8
User(s) to non-degraded full functionality. Implementing a Workaround is a partial or temporary resolution. Root Cause Analysis is a Problem Management analysis process used in determining and documenting the unknown underlying cause(s) (e.g., root causes) of one or more Incidents and ensuring that appropriate actions are taken to correct the situation to minimize the possibility of recurrence of the Incident(s) or events. It is also used as a predictive process in identifying and analyzing trends that could result in the future occurrence of one of more Incidents. Service Area means each of the categories of Services as set forth in each applicable Schedule 2. Service Request means a request made via Call, e-mail, web chat, or other means regarding a range of in scope service offerings. SLR means service level requirement and is a standard for performance of the Services. Software License Management System means a Vendor provided and managed system to monitor and manage software assets including license compliance, usage and version tracking. SOP means standard operating procedures. Speed-to-Answer is defined as the total elapsed time from the point that the Service Desk automated call director (ACD) call-circuitry places a Call into queue until a human operator picks up the Call. System Software means non-application level Software managed by Vendor in support of the Services. Third Party means a person or entity other than the Parties. Trouble Ticket or Service Desk Trouble Ticket means a unique logical electronic record that Vendor will create, update, maintain and archive for each Incident. A Service Desk Trouble Ticket is used to record all County End User/Vendor interaction pertaining to an Incident and all Vendor-related actions, and corresponding date/time, taken to Resolve an Incident, from the time it is first reported to the Service Desk until Incident Resolution Time and closure by the Service Desk. 6 Page 7 of 8
Workaround means a temporary solution that Vendor or the County can implement in the event of an Incident as an alternate method of providing full Service or process functionality that allows the affected System(s) and/or process(es) to deliver to the County an acceptable level of business operations functionality until a permanent Incident Resolution can be implemented. Any such Workaround must be acceptable to and approved by the County. 7 Page 8 of 8