ATTACHMENT A
STATEMENT OF WORKDEFINITIONS for
COUNTY OF ORANGE, CA Date TBD
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 Enclosure C - Master Services Agreement, the definition in the Master Services Agreement shall prevail.
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Statement of Work Definitions
“Acceptance” shall have the meaning set forth in Section 8.1 of the Master Services Agreement.
“Acceptance Criteria” shall have the meaning set forth in Section 8.1 of the Master Services Agreement.
“Acceptance Testing” shall have the meaning set forth in Section 8.1 of the Master Services Agreement.
“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. The assumption is that the caller hung up because Call took too long to answer.
“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 (%)
§ Where Unavailability is defined as:
Σ Unplanned Outage Duration x 100%
§ Schedule Time - Planned Outages
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.
“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 in opening a Service Desk Trouble Ticket. For Incidents where multiple calls are related to a single point of failure (that is, 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. In addition, communication to the Service Desk for Service Requests such as IMACs or Service Request submissions 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.
“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.
“Conditional Acceptance” shall have the meaning set forth in Section 8.1 of the Master Services Agreement.
“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
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personnel, (ii) cold transfers (i.e., transfers to another person once the End User has or has been disconnected from the Service Desk human operator), (iii) dropped telephone calls, and (iv) IMACs.
“Fee Reductions” shall have the meaning set forth in Schedule 4.
“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.
“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 on a monthly basis, within three (3) Business Days of the close of the calendar month, unless stated otherwise.
“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 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
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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 Change” shall have the meaning assigned to “Contract Changes” in Section 11.1.1 of the Agreement.
“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.
“Social Media” refers to a group of Internet-based applications and that allow the creation and exchange of user-generated content.
“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.
“Time on Hold” is defined as the period measured in number of rings from the point at which the County End User connects to Vendor phone switch to the point at which Vendor ACD or IVR device picks up the Call.
“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.
“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.
