COUNTY OF ORANGE, CA Schedule 2D Service Desk Services SOW SCHEDULE 2D SERVICE DESK SERVICES SOW. for. Date TBD

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1 SCHEDULE 2D SERVICE DESK SERVICES SOW for COUNTY OF ORANGE, CA Date TBD

2 Schedule 2D Service Desk Services SOW Table of Contents 1.0 Service Desk Services Overview and Service Objectives Service Desk Services Overview Service Objectives Service Desk Services Requirements Service Descriptions and Roles & Service Environment Scope of the Service Environment to be Supported Service Level Requirements Objectives Service Level Requirements Reports Referenced MSA Schedules and Attachments List of Tables Table 1. General Roles and...3 Table 2. SPOC Services Roles and...4 Table 3. Service Desk Operations and Administration Services Roles and...5 Table 4. Service Request and Trouble Ticket Management Services Roles and...6 Table 5. End User Administration Services Roles and...8 Table 6. Remote Service Desk Support Roles and...8 Table 7. Installs, Moves, Adds, Changes and Disposals (IMACDs) Roles and...9 Table 8. Self-Help Support Roles and...9 Table 9. County 411 Services Roles and...10 Table 10. Service Desk Availability Service Level Requirements...11 Table 11. Response Time Service Level Requirements...12 Table 12. Incident Resolution Service Level Requirements...13 Table 13. End User Account Administration Service Level Requirements...13 Table 14. Client Satisfaction Service Level Requirements...14 Table 15. Service Desk Services Reports...14 Date TBD Page i

3 This is Schedule 2D (Service Desk Services SOW) to the Agreement between the County of Orange, CA ( County ) and the Vendor ( Vendor ). Unless otherwise expressly defined herein, the capitalized terms used herein shall have the meaning assigned to them in Attachment A (SOW Definitions). 1.0 Service Desk Services Overview and Service Objectives 1.1 Service Desk Services Overview This Schedule 2D (Service Desk Services SOW) is the Statement of Work (or SOW ) that sets forth the roles and responsibilities of the Parties for the Service Desk Services ( Service Desk Services ) provided under the Agreement as part of the Services. Service Desk Services are those services and activities, as further detailed in this SOW, required to coordinate and respond to Incidents, Problems, Service Requests and requests for general non-it information made by authorized County information technology (IT) Service Area End Users, technical staff, and members of the public. Vendor will provide the County dedicated Service Desk staff during business hours that is accessible through a United States toll-free Service Desk single point of contact (SPOC). The Service Desk shall provide end-to-end ownership (e.g., logging, tracking, Resolution and reporting) of Service Desk Trouble Tickets and Service Requests. Service Desk Trouble Tickets and Service Requests can be Resolved by Service Desk staff or may need to be referred /escalated to more specialized entities for Resolution, such as Vendor Service Area staff, County agency staff or designated Third Parties. In addition to the Services described in this Service Desk Services SOW, Vendor is responsible for providing the Services described in Schedule 2A IT Service Management and Lifecycle Services SOW. The Service Desk shall support Incidents, Problems and Service Requests originating from the following Services Areas and their related scope per the following SOWs: Schedule 2A IT Service Management and Life Cycle Services Schedule 2B Data Center Services Schedule 2C Data Network Management Services Interim State (current environment) Schedule 2C-2 Converged Network Management Services future environment) Schedule 2E Application Development and Maintenance Services Schedule 2F Voice Communications Services Interim State (current environment) Schedule 2F-2 Voice Communications Services (future environment) Schedule 2G Desktop Support Services The types of Service Area Calls to be handled by the Service Desk include: Infrastructure Incidents, including: Hardware (e.g., desktops, laptops, servers, midrange servers, mainframe, phones) Systems Software (i.e., operating systems, utilities) Date TBD Page 1

4 Database support Platform support (e.g., Remedy) Third Party connectivity and interfaces Network components and circuits (e.g., WAN, LAN) Internet connectivity Applications Incidents and how to support, including: Packaged commercial of the shelf (COTS) office productivity Software Third Party applications (e.g., ERP, project portfolio management applications) County custom applications (e.g., CAPS, PTMS, ATS, efbn, SECURE ERDS) Electronic transactions and interfaces, including: Secure FTP EDI Password and account provisioning support, including: Resets Requests for account privilege change requests Requests for End User account activation, suspension and termination Service Requests, including: IMACDs requests VIP support requests Scheduling and processing requests Public ( 411 ) support, including: Responding to the public s requests for basic non-it information (e.g., providing phone numbers of County agencies, guidance on what County agency a caller should to contact to answer a question to fulfill a request) 1.2 Service Objectives The following are the key high-level Service objectives the County expects to achieve through outsourced Service Desk Services and this Service Desk Services SOW: Achieve the Service Level Requirements (SLRs) specified in Section 4 of this SOW Provide a SPOC for all Incident and Problem Resolution and end-to-end Call management Provide a key interface between End Users and local IT support Provide a continuity of Service Desk experience for End Users Date TBD Page 2

5 Continually improve IT customer service and Incident and Problem Resolution speed through skilled Service Desk staff in the areas of County Applications, industry standard IT products and through End User self-service capabilities Continually improve Vendor Service Desk efficiency and effectiveness through the use of Vendor-managed secure remote or locally based troubleshooting tools, Vendor knowledge databases, Third Party knowledge databases and best practices Improve efficiency and effectiveness by early identification and addressing of root causes of technical Incidents including working with Third Parties (e.g., Software vendors, network carriers) for Resolution before they become trends Provide a key interface between the public and County resources for non-it questions and requests Provide ad hoc Service Desk reporting as required by the County 2.0 Service Desk Services Requirements 2.1 Service Descriptions and Roles & In addition to the Services, activities, and roles and responsibilities described in Schedule 2A - IT Service Management and Life Cycle Services SOW, the Vendor shall be responsible for the following Service Desk Services General The following table identifies the General roles and responsibilities associated with this SOW. An is placed in the column under the Party that will be responsible for performing the task. Vendor responsibilities are indicated in the column labeled Vendor. Table 1. General Roles and General Roles and Vendor County 1. Provide SPOC and coordination for all Incident reports and requests for information and Service in the Service Areas supported under this SOW 2. Provide Vendor initial and ongoing training on functions, features, and configuration of all the County supported environments (e.g., hardware, Software, business applications) 3. Provide documentation to Vendor on business functions and features for all supported environments 4. Provide expert Level 1 assistance for Incidents, Problems, and inquiries on all Services in the scope of the Agreement 5. Manage the Incident Resolution, Problem Resolution and close out process (e.g., provide Level 2 and Level 3 escalation) Date TBD Page 3

6 General Roles and Vendor County 6. Provide Service Desk agents that clearly communicate and are proficient in English and that are appropriately trained to meet County requirements 7. Coordinate the Root Cause Analysis process on recurring and Priority 1 and 2 Incidents 8. Identify, recommend, and implement a Service Desk solution, which is a component of a broader, integrated IT Service Management suite, which includes a knowledgebase, CRM and self-help capabilities, that best meets County business needs and expense/service level expectations 9. Review and approve recommended Service Desk solutions 10. Perform operational planning for Service Desk capacity and performance purposes (e.g., capacity-based resource planning) 11. Perform analysis of County technology, including acquiring County management team feedback, to identify the appropriate sets of skills, training, and experience needed by Service Desk staff 12. Provide reporting on planning and analysis related activities (e.g., capacity-based resource planning) 13. Report on Service Desk statistics and trends as specified in the Policies, Standards and Procedures Manual (e.g., Service Request volumes and trends by types of End Users) 14. Identify and report on trends in Service Requests, Incidents, and Problems, and identify those that could be addressed through Service Desk improvements (e.g., training, self service tools) 15. Recommend Vendor s standard procedures for each of the Services/subservices areas defined in this SOW 16. Develop, document and maintain in the Policies, Standards and Procedures Manual Service Desk operational procedures for each of the Services/sub-services areas defined in this SOW 17. Review, provide additional procedures and approve Service Desk operational procedures 18. Provide Service Desk hosting for and integration to out-of-scope County client Service Desks 19. Provide a comprehensive knowledgebase that integrates in the broader IT Service Management suite Service Desk Services Single Point of Contact Single Point of Contact (SPOC) Services provides the County U.S. toll-free support for logging, tracking, Resolution and reporting of Service Desk Trouble Tickets and Service Requests for all supported user groups and technology. The following table identifies the SPOC Services roles and responsibilities that Vendor and the County will perform. Table 2. SPOC Services Roles and SPOC Services Roles and Vendor County Date TBD Page 4

7 SPOC Services Roles and Vendor County 1. Provide, implement and manage the Service Desk systems necessary to document, track and manage Service Requests, inquiries and Incident notifications 2. Maintain rolling 90-day calendar for all planned cyclical business events (e.g., property tax payment dates, elections) 3. Provide SPOC call-in access via a County dedicated United States toll-free number(s) for all Service Desk Services described in this SOW, as required by the County 4. Provide a County-dedicated United States toll-free callback number(s) for End User escalated returned Calls / Incidents, as required by the County 5. Facilitate technical bridge calls during Incidents, coordinate with all responsible participants including Third Parties, and update the County in accordance with established policies and procedures 6. Provide Vendor with a list of all authorized Service Desk users that are entitled to utilize the SPOC for Services and updates thereto 7. Maintain list of all authorized Service Desk users and associated escalation policies and procedures 8. Provide multiple alternative communications channels, including voice messages, and Intranet. In the case of voice communications Services, any IVR and ACD system must allow for immediate exit from the system and live communication with a Service Desk agent 9. Record and redirect out-of-scope Service Area Incidents, Problems, and Service Requests Service Desk Operations and Administration Service Desk Operations and Administration Services are those activities associated with providing a stable Service Desk environment and to effectively and efficiently perform procedures to ensure IT Services meet Service Level targets and requirements. The following table identifies the Service Desk Operations and Administration Services roles and responsibilities that Vendor and the County shall perform. Table 3. Service Desk Operations and Administration Services Roles and Service Desk Operations and Administration Services Roles and 1. Provide additional resources as needed during planned events and unplanned critical events (e.g., new services startup, extended Outages) 2. Select, provide and implement a full ITIL view Service Desk Software and hardware (e.g., IVR, ACD), which is a component of a broader, integrated IT Service Management suite, needed to collect, track and manage Service Requests and Service Desk Trouble Tickets received by the Service Desk per Service and Service Level Requirements 3. Track/manage/report Service Desk utilization for all Service Desk Trouble Tickets Vendor 4. Develop escalation process requirements County Date TBD Page 5

8 Service Desk Operations and Administration Services Roles and 5. Provide escalation contact list(s) for the County and other relevant contacts 6. Maintain and provide escalation contact list(s) for all Service Areas (including Third Parties such as vendors and service Vendors) 7. Issue broadcasts or other notices to provide status updates as required for planned and unplanned events, including establishing and maintaining an as-needed banner message on Vendor s United States toll-free number(s), which updates End Users on known system or network Outages, or other County emergency situations 8. Provide authorized End User or manager electronic access to a Service Desk Trouble Ticket system, which integrates into the broader, integrated IT Service Management suite, and includes access to Service Requests and Incident and Problem status reports (e.g., via secure web site, portal, online application) 9. Develop and execute procedures (e.g., surveys, phone surveys) for conducting End User satisfaction surveys in accordance with established SLRs 10. Review and approve procedures for conducting End User satisfaction surveys 11. Maintain a continuous improvement program that improves Service Desk Service delivery 12. Proactively work with Vendor s operational and technical staff and the County to identify solutions that minimize the need to call the Service Desk (e.g., additional End User training, Self-Help Support Services opportunities, Root Cause Analysis Services) 13. Review and approve solutions that minimize the need to call the Service Desk 14. Coordinate and make available End User-facing environment documentation, per County-defined policies and procedures Vendor County Service Request and Trouble Ticket Management Service Request and Trouble Ticket Management Services are those activities associated with end-to-end Incident and Problem management and Service Request processes common to all supported Services, including Level 1 support and escalation to Level 2 and Level 3 specialists through a defined process, including Vendor s primary resources, Third Parties (such as hardware and Software vendors), other Third Party service vendors as well as County technical support resources. The following table identifies the Service Request and Trouble Ticket Management Services roles and responsibilities that Vendor and the County shall perform. Table 4. Service Request and Trouble Ticket Management Services Roles and Service Request and Trouble Ticket Management Services Roles and 1. Recommend Vendor s standard Service Request and Trouble Ticket Management Services procedures Vendor County Date TBD Page 6

9 Service Request and Trouble Ticket Management Services Roles and 2. Identify and document Incident, Problem and Service Request priority types, response and Resolution targets for Incidents and Service Requests 3. Provide a system that integrates in the broader IT Service Management suite, that documents, manages and tracks all Service Desk communication, Service Requests, Incident and Problem reports and inquiries regardless of the means by which the Service Request is submitted (e.g., telephone, , fax, direct online input by End Users) 4. Receive, track, answer and Resolve authorized End User and technical staff Calls 5. Provide end-to-end Incident and Problem identification, escalation, Resolution and Closure process 6. Develop and provide procedures to receive and respond to Incident and Service Request Calls according to defined prioritization and Resolution targets. Ensure that responses to Incidents and Service Requests are based on priority and impact rather than the method used to notify the Service Desk (e.g., telephone, , fax, direct input to Service Request System by End Users) 7. Identify Incident and Problem characteristics, categorize, prioritize and log all IT Incidents (e.g., inquiries/problems/service Requests) in the Service Desk Trouble Ticket system 8. Monitor Incidents and Problems (i.e., Service Desk Trouble Tickets) and escalate per policies and procedures until Resolution 9. Notify County management for escalation in the event that Calls escalated to County specific contacts are not being handled within the County-specified response and Resolution guidelines 10. Verify acceptance of Services by contacting the End User to confirm results and level of satisfaction 11. Ensure that recurring Incidents that meet defined criteria are reviewed using the Root Cause Analysis procedure 12. Ensure that all records (e.g., inventory, Asset and Configuration Management records) are updated to reflect completed/resolved Service Requests, Problems and Incidents (e.g., IMACDs) 13. Provide authorization for closing of Service Requests and Trouble Tickets 14. Send Service Requests and Trouble Ticket closure notices per County policies 15. Provide Password Reset support through Level 1 Service Desk support 16. Resolve Incidents and Problems at Level 1 if possible, otherwise escalate to appropriate Level 2 or 3 resource as required 17. Provide expert functional and process how to assistance for in-scope applications (e.g., Outlook, MS Office, Active Directory) at Level 1 and escalate to Level 2 or 3 resource as required Vendor County Date TBD Page 7

10 Service Request and Trouble Ticket Management Services Roles and 18. Troubleshoot Incidents and Problems using the Vendor s knowledge databases and/or Third Party knowledge databases (e.g., application vendor knowledge databases) 19. Document solutions to Resolved Incidents and Problems in knowledge database 20. Document and provide written recommended solutions to application errors identified during Level 1, 2 or 3 support activities per policies and procedures Vendor County End User Administration End User Administration Services are those Level 1 Service Desk activities associated with managing and coordinating account activation, termination, changes, and expiration, and the management of End User resources. The following table identifies the End User Administration roles and responsibilities that Vendor and the County shall perform. Table 5. End User Administration Services Roles and End User Administration Services Roles and Vendor County 1. Coordinate End User account administration, activation, changes and terminations (e.g. password/account setup and Password Reset, remote access connectivity, accounts, End User IDs) 2. Receive, track and process requests for End User account activation, changes and terminations and provide related reporting to the County 3. Create, change and delete End User accounts per authorized requests in accordance with the County s security policies 4. Coordinate as necessary with other specialized areas to manage End User accounts 5. Perform Password Resets as required, in accordance with the County s security policies Remote Service Desk Support Remote Service Desk Support Services are those activities associated with troubleshooting and supporting Incidents, Problems and authorized End User requests remotely over the network electronically to minimize the need to dispatch technical personnel. The following table identifies the Remote Service Desk Support Services roles and responsibilities that Vendor and the County shall perform. Table 6. Remote Service Desk Support Roles and Remote Service Desk Support Roles and Vendor County 1. Resolve Incidents and diagnose underlying Problems using remote control tools and when possible implement corrective actions to Resolve Incidents and Problems. If Resolution is not possible, escalate per the escalation procedures 2. Utilize secure remote control tools to manage and update in-scope desktop system Software, and to maintain configuration and inventory information Date TBD Page 8

11 Remote Service Desk Support Roles and Vendor County 3. Utilize secure remote control tools to manage and enforce compliance with standards and provide appropriate optimization at the in-scope desktop Installs, Moves, Adds, Changes and Disposals (IMACDs) The Vendor will manage all the requests for modification to the Services environment. Installs, Moves, Adds, Changes and Disposals (IMACDs) requests will be coordinated through the Service Desk where obligations include gathering the business requirements, verifying authorization, logging the request, and facilitating fulfillment. All authorized IMACD requests are passed automatically to the local support team or Third Party providers depending upon the location and the product or Service being requested. Examples of IMACD requests include adding PCs, phone equipment, moving local printers, and adding or moving routers, switches, network attached Assets for network connectivity. All disposal activities will be in accordance with the County s surplus policy. The following table identifies the Installs, Moves, Adds, Changes and Disposals (IMACDs) roles and responsibilities that Vendor and the County shall perform. Table 7. Installs, Moves, Adds, Changes and Disposals (IMACDs) Roles and Installs, Moves, Adds, Changes and Disposals (IMACDs) Roles and Vendor 1. Receive and track requests for IMACDs 2. Confirm the requirements and scope and acquire County approval for IMACD requests 3. Assign and dispatch IMACD requests to the appropriate entity (e.g., Vendor, Third Party) 4. Provide and maintain up-to-date hardware and Software entitlement information based on Asset inventory 5. Contact the End User and/or requestor and schedule an appropriate, agreed time for the work to take place in remote offices 6. Approve IMACD schedule 7. Verify completion of IMACDs by contacting the End User and/or requestor to confirm satisfaction Self-Help Support Self-Help Support Services are the activities associated with providing and maintaining self-help support tools (e.g., IVR, out-of-prime time voice messaging with guaranteed Call Back response, web-based tools). The following table identifies the Self-Help Support Services roles and responsibilities that Vendor and the County shall perform. Table 8. Self-Help Support Roles and County Self-Help Support Roles and Vendor County 1. Implement Self-Help Support capabilities that enable End Users to perform self service activities such as Password Resets and other administrative functions (e.g., open, close, review ticket status) Date TBD Page 9

12 Self-Help Support Roles and Vendor County 2. Provide a web-based tool with Trouble Ticket and Service Request templates for End Users to create Trouble Tickets/Service Requests using self service capabilities 3. Monitor and review the effectiveness of Self-Help Support Services capabilities and usage 4. Develop and provide recommendations for improvements to Self-Help Support Services capabilities 5. Review and approve recommendations for improvements to Self-Help Support Services capabilities 6. Implement approved recommendations for improvements to Self-Help Support Services capabilities County 411 Services County 411 Services are those activities associated with responding to the public s request for basic non-it information (e.g., phone numbers for County agencies, hours of operation, County locations). The following table identifies the County 411 Services roles and responsibilities that Vendor and the County shall perform. Table 9. County 411 Services Roles and County 411 Services Roles and Vendor County 1. Provide, implement and manage the Service Desk systems necessary to appropriately and effectively answer public information Calls 2. Effectively and efficiently answer Calls, directing public requests to the appropriate County entities 3. Develop and provide recommendations for improvements in general County information, targeted at reducing County 411 Calls (e.g., recommendations for improving County directories and web sites) 3.0 Service Environment 3.1 Scope of the Service Environment to be Supported The following sub-sections and related service environment appendices further describe and scope the Service Desk environment to be supported and/or with which the Vendor shall comply. These service environment appendices are to be continually maintained by the Vendor as new Vendor services and environment components are added and as removed, reviewed with the County, and updated by Vendor and made available to the County on a quarterly basis Service Desk Supported Hardware and Software Appendix 2D.1 - Service Desk Supported Hardware and in Appendix 2D.2 Service Desk Supported Software - A list of Service Desk supported hardware and Software Date TBD Page 10

13 3.1.2 Service Desk Software, Tools and Knowledge Databases Appendix 2D.3 - Service Desk Software, Tools and Knowledge Databases - A list of Service Desk Software, tools and knowledge databases the Vendor will use in the delivery of Service Desk Services 4.0 Service Level Requirements 4.1 Objectives A key objective of this outsourcing agreement is to attain Service Level Requirements. Service Level Requirements associated with Service Desk Services are detailed in the following section. The following minimum service levels are required at the end of the transition period. Service Desk Service Level Requirements associated with Fee Reductions are detailed in Schedule 4 - Fee Reductions. SLR performance shall be calculated based on measurements taken over the indicated Interval and reported to the County based on the Reporting Period. SLR Fee Reductions for SLRs with multiple Intervals within the Reporting Period shall be calculated as defined in Schedule 4 Fee Reductions. All times referenced are in Pacific Time. The Vendor shall provide written reports to the County regarding the Vendor s compliance with the Service Level Requirements specified in this SOW. 4.2 Service Level Requirements Table 10. Service Desk Availability Service Level Requirements DEFINITION Service Desk Availability refers to the required timeframes during which certain Services provided by the Service Desk must be available to End Users, and response to automatically generated Service Desk Trouble Tickets is achieved. Service Desk Availability Service Level Service Measure Performance Target 1) Dedicated Service Desk 2) Extended Hours Shared Service Desk 3) After Hours Shared Service Desk (pager) and Self Help Support 4) County 411 Shared Service Desk Schedule 1) Mon-Fri ) Mon-Fri ) Mon Fri ; Sat. Sun (including the County holidays) 4) Mon-Fri Formula Availability (%) = 100% - Unavailability (%) Where Unavailability is defined as: Service Level Performance % 1) 99.99% 2) 99.99% 3) 99.99% 4) 99.99% [(Σ Outage Duration) (Scheduled Time)]% Scheduled Time = (Total possible time in Interval Maintenance Window time) Date TBD Page 11

14 Service Desk Availability Service Level Service Measure Performance Target Interval Reporting Period Tool/Source Data TBD Service Level Performance % Table 11. DEFINITION Response Time Service Level Requirements Vendor will provide United States toll-free telephone lines in adequate quantity to handle Call volume, ACD system(s) to record Call date, time and duration information, and electronic interfaces to all systems for monitoring and reporting. Response Time Service Level Service Measure Performance Target Notification of Incident or Problem to Third Party providers Time to notify 5 minutes from generation of Help Desk Trouble Ticket Speed-to-Answer Phone response time 1) For dedicated Service Desk support hours: 20 sec 2) For extended shared Service Desk hours: 30 sec 3) For 411 Service Desk hours: 30 sec Time-on-Hold Phone response time 1) For dedicated Service Desk support hours: 30 sec 2) For extended shared Service Desk hours: 45 sec 3) For 411 shared Service Desk hours: 30 sec Call Abandonment Rate Automated Acknowledgement Service Level Performance % 99% 98% 98% Phone response time 2% 98% Online acknowledgement time Formula Interval Reporting Period Tool/Source Data 5 minutes 98% Number of events per event type within performance target / total number of events per type during Interval = percent (%) attained TBD Date TBD Page 12

15 Table 12. Incident Resolution Service Level Requirements Incident Resolution Service Level Service Measure Performance Target First Contact Resolution Level 1 Time to Resolution Incident Closure Notice (via and/or phone) First Contact Resolution percentage Service Level Performance % 70% with <5% recalls N/A Elapsed time <2 hours with <5% recalls 95% Elapsed time Formula Interval Reporting Period Tool/Source Data < 20 minutes following Incident Resolution 98% Number of instances within performance target / total number of instances during Interval = percent (%) attained TBD Table 13. End User Account Administration Service Level Requirements Service Level New End User Account (up to 5 per request) New End User Account (6-20 per request) New End User Account (21+ per request) Service Measure Elapsed time Elapsed time End User Account Administration Performance Target (assumes phone requests) Completed within 1 Business Day of authorized request Completed within 3 Business Days of authorized request Service Level Performance % 99% 99% Elapsed time Case by case N/A Password Reset Elapsed time Completed within 5 minutes of receipt of request Privilege Changes Elapsed time Within 2 Business Day hours of the County authorized request Disable End User Account Terminate End User Account Procurement Request Elapsed time Elapsed time Procurement Request Formula Within 5 minutes of the County authorized request After 14 Business Days of authorized request, unless otherwise requested Request entered within 1 Business Day 95% 95% 99% 99.9% 95% Number of instances within performance target / total Date TBD Page 13

16 Interval Reporting Period Method/Source Data End User Account Administration number of instances during Interval = percent (%) attained TBD Table 14. Client Satisfaction Service Level Requirements Client Satisfaction Service Level Service Measure Performance Target Periodic Customer Satisfaction Satisfaction rate Formula Interval Reporting Period Method/Source Data End Users surveyed should be very satisfied or satisfied, based on a 10% survey response rate of all Service Desk Trouble Tickets closed in the Reporting Period Service Level Performance % 90% Sum of survey results from each participant/total number of participants responding to periodic sample Periodic Customer Satisfaction Measure based on closed Service Desk Trouble Tickets in same monthly period TBD 4.3 Reports Vendor shall provide written reports to the County regarding the Vendor s compliance with the Service Levels, in addition to the reports specified in this Section. Reports are required per the following: Table 15. Service Desk Services Reports Report Description Full list TBD with selected Vendor see samples below Timing Date TBD Page 14

17 Call Volume Analysis to include volume of by call category, County location, County Application impacted, closed, open, status, trending, work completed information, escalation status, escalated Third Party status Call escalation analysis including Third Party status Weekly, Weekly, 5.0 Referenced MSA Schedules and Attachments MSA Schedule / Attachment Schedule 2A Schedule 2B Schedule 2C Schedule 2C-2 Schedule 2E Schedule 2F Schedule 2F-2 Schedule 2G Schedule 3 Schedule 4 Attachment A Description IT Service Management and Life Cycle Services Data Center Services Data Network Management Services Converged Network Management Services Application Development and Maintenance Services Voice Communications Services (current environment) Voice Communications Services (future environment) Desktop Support Services Fees Fee Reductions SOW Definitions Date TBD Page 15