DII Global Service Level Agreement

 

Global Service Levels are defined as the general levels of support that are applicable to every DII service.  Customer unique requirements (additions or changes) are documented in an SLA Addendum and take precedence over Global Service Levels.

Global Service Levels are described below:

Service Support

Customer Communication

Customer Escalation

Change Management Process

Security Standards and Policies

Business Continuity Plan

Service Level Reviews and Metrics Reporting

Dispute Resolution

Confidentiality

Ownership and Custody of Data

 

Service Support

The DII Service Desk is the single point of contact for shared and services (i.e., Email, Network, SharePoint) and demand services (i.e., Desktop Support, Mainframe) for the State of Vermont providing end-users a clear path to escalate and communicate Information Technology (IT) service-related problems, and requests.  The Service Desk provides information, request fulfillment, and problem resolution via the following support channels:

  • Self-Service Portal
  • Phone Support  (Tier 1)
  • Desktop Support (Tier 2)
  • Advanced Technical Support (Tier 3)
  • Business Hours

The DII Service Desk is staffed Monday -Friday 7:45 to 4:30. 

Data Center Operations: Monday through Friday -6:30 a.m. to midnight

  • Non-Business Hours/Holiday Schedule:

DII uses a vendor to take calls during non-business hours.  The vendor will contact DII personnel as appropriate for issues with data center operations, mainframe, desktops, telecommunications, and server infrastructure.  The wide area network (WAN) is monitored 24/7/365.  DII is not resourced to support issues after business hours, and is only available via "best effort".

Calls placed for support for Network Engineering or 802-828-6620 after 4:30 PM and weekends/holidays will be redirected to Contact Communications.  

Issues requiring immediate attention will be forwarded to the appropriate DII employee who will triage the report and follow proper procedures to restore activities to normal operations.

Contact Support – (How to Get Help and/or Order Services)

For all service and support inquiries submit a request to DII’s Service Desk – Service Desk Ticketing System.  You will need a username and password to login to the system.  If you do not have an account, you may submit your request by requesting your IT staff or Office Technical Contact to submit it on your behalf  

  • For all service and support inquiries, except for voice and network cabling inquiries:

Footprints Helpdesk Ticketing System

Or

Call 802-828-6620 or toll free 1-855-828-6620 - Option 1

  • For Telecommunication support inquiries, including voice and network cabling inquiries:

Use the COMPCO Ticketing System

Or

Call 802-828-6620 or toll free 1-855-828-6620 - Option 2

  • Mainframe/Data Center support inquiries:

Use the Footprints Helpdesk Ticketing System

Or

Call 802-828-6620 or toll free 1-855-828-6620 - Option 3

Duties and Responsibilities Overview

  • DII Responsibilities

DII receives calls from state government employees all over Vermont as well as from other entities who conduct business with the state for services we provide.  For a listing of services, please see section 3 and 4 of the SLA agreement. You can expect the following from us:

  • Key Standard Features:
  • The first point of contact for all IT issues and IT service requests
  • Self-Service capability for users to submit service requests/problem tickets, check status of tickets as well as gain information on the status of all major known global IT problems.  The self Service Portals can be accessed via the following web link identified above:
  • Acknowledgement of issues and requests within the defined SLAs
  • Resolution of basic IT issues within the defined SLAs
  • Automatic email notifications to user documenting problem and service request resolution
  • Capability to continuously improve via user satisfaction survey, results analysts, and if required, defining and implementing improvement plans
  • Technical support to help resolve advanced incidents or issues

 

  • Non-Standard Features:
  • Customized reporting capability to review Service Desk service performance related to a specific business unit
  • Customer Responsibilities:

We want customers to partner with us to find an agreeable resolution to any situation. Maintaining a positive connection by sharing information, demonstrating the ability to listen and remaining accountable are critical aspects for both DII and our customers. We ask the following from our customers:

  1. Report technology issues in a timely fashion.
  2. Provide as much detail into the symptoms of the issue as possible. (Include proper contact information for the DII Technician to contact the customer, including a time frame when the customer is available to work on the issue.)
  3. Customers with their own department or agency IT staff are required to troubleshoot issues to help aid DII in resolving those issues prior to submitting a Service Desk ticket. The Service Desk ticket should contain the troubleshooting steps that the customer’s IT staff has taken, including screenshots of the issue, where applicable.
  4. The customer will be expected to work with DII in a timely manner and make themselves and/or their equipment available for troubleshooting issues.
  5. Request and schedule special services well in advance. For example, for installation of new equipment or creation of new user accounts. (At least one week’s notice, but two weeks is preferable)
  6. Acquire and provide proper/recommended training for users.
  7. Customer will pay all charges for hardware/software and/or services rendered.
    1. Prior approval will be obtained from requesting Department/Agency before any hardware/software is purchased, or new/changed service is entered into.  Customer will be made aware of the charges. 
    2. Once approval is obtained and hardware/software ordered, or service entered into, Customer will be invoiced per pre-approved charges.  (Charges for hardware/software are not included in the Bill for Demand Services.  They will be billed separately following the order being placed.)
  8. Problem Determination. Customers can use a number of tools to help them solve problems. Below is a list of them:

a.     Previous tickets where the solution was given. – When people have been good at updating the resolution to in house issues, this can become a resource.

b.     Service Desk Knowledgebase – a collection of FAQ’s, How To’s and historical support transactions. 

c.    DII has published some frequently used How To documents on its website:  http://dii.vermont.gov/DII_Divisions/Customer/HowTo

 

  • Incidents and Service Requests
    • Ticket Creation

The DII Service Desk Specialists will be expected to create tickets that come in over the phone.  Customers with access to the Service Desk application via user name and password will also be expected to create tickets (this assumes the customer has network access to login to the Service Desk).  Once the ticket is created it will be triaged and assigned to the appropriate group.

Once the ticket is assigned to a support analyst (or team), the customer will automatically receive an email confirmation with the ticket or reference number.  This confirmation denotes that the Incident or Service Request has been logged at the DII Service Desk, and that it has been assigned to an analyst team/IT Specialist.  The customer is responsible for ensuring that their email address and current telephone number is provided to the DII Service Desk for update and resolution notification purposes.

  • Ticket Prioritization

The DII Service Desk assigns a priority to every incident or service request that is initiated.  A prioritization model is used to ensure a consistent approach to defining the sequence in which an item needs to be resolved and to drive the assignment of resources.

DII will respond to problems according to the following priorities:

  • Critical – Response time is 30 minutes. Used when many people are affected by this incident and critical services are affected (example: Critical systems are Email, Network, Mainframe, Payroll (ERP), (any system as identified by the COOP plan).
  • Urgent – Response time is 1 hour.  Used only for tickets coming from the Governor’s office, Agency Secretaries or Commissioners, appointed or elected officials.
  • High – Response time is 2 hours.  Used when one or more customers are experiencing a problem that needs fairly quick attention.
  • Medium – Response time is 4 hours.  Used when 1 or more customers are experiencing a problem that has a work around or does not need to be solved in 2 or less hours.
  • Low – Response Time is 8 hours.  Used when 1 or more customers is experiencing a problem that is not effecting their work, but they would like it fixed.

 

Problem Severity

Acknowledgement/ Response Time

Critical

30 minutes

Urgent

1 hour

High

2 hours

Medium

4 hours

Low

8 hours

 

Acknowledgement time is defined as the time allotted for an IT Specialist to acknowledge receipt of the reported incident.  This metric is measured monthly and the internal SLA is that 99.0% of the tickets will be acknowledged within the time defined.  If the customer requires a specific date or time for the effort to commence, it must be defined within the ticket information.

  • Ticket Resolution (Closing a Ticket.)

Documenting a complete resolution, once it is found, within the ticket is required.  This will help others who run into the same problem.  This can also be used to do some cross training.  The DII goal for Closing Tickets is 90% of Service Desk tickets will be closed within 10 Business Days.  (Most normal, routine incidents/requests where processes exist are actually completed in less than a week; however, some incidents may require a work around for a short term until fully resolved (which may take longer than 10 days).  The general expectation is that 90% of problems or incidents will be resolved within 10 days or less, with some exceptions.

Customer Communication

As previously stated, DII will update customers as incidents are being worked and upon incident resolution.  DII will also provide communications when incidents or outages occur that may impact the customer through the following methods:

  • A message on the DII Service Desk phone when there is an outage and letting the caller know that it is being worked on.  
  • A Global ticket or Notice will be created followed by an email to the DII-VSMS distribution lists. The email will advise Information Technology contacts in other Agencies and Departments of the disruption and will advise that people link to the Global Ticket for ongoing updates and information.
  • Notification on the DII Homepage:  http://dii.vermont.gov/
  • If the outage affects all other forms of communication, DII will send a voice mail “blast” to the Information Technology contacts in other agencies and departments to notify customers of the disruption.

Customer Escalation

The DII Service Desk is the single point of contact for initiating all Incidents and Service Requests, including any requests for ticket escalation.  Please contact the DII Service Desk at 802-828-6620 Option 1 or submit a Service Desk ticket:  https://ent-footprints.state.vt.us/If problems are not resolved to an acceptable level of satisfaction, either party can contact the other parties’ management to obtain awareness and/or assistance.

Change Management Process

All requests for changes (i.e. additional services, etc.) whether originated by DII or the customer, must go through a change management process for approval.  The process starts with a request submitted via the DII Service Desk.

Change Management is a control process that ensures that changes can be made with the least amount of risk of business disruption.  The scope of Change Management includes changes to all architectures, processes, tools, metrics, documentation, IT Services and other configuration items (CIs). 

DII initiated changes will not be executed without first notifying the customer, and when appropriate, getting customer approval.  In the case of an emergency, the customer will be contacted as quickly as feasible and informed of the changes.

Customer agrees to provide personnel for testing and validation of their equipment functionality after upgrades and other significant system changes.

The following table summarized the change management communications process:

 

Change Request Type

Description

Resource Utilized

Standard Request

Pre-authorized, low risk, relatively common change.  For example, new user account, password resets.

  • Service Desk Request.

Normal Request

Unique change/risk must be assessed.  An example would be planned software implementations, software updates/upgrades.

  • Service Desk Request
  • Posted on DII Website
  • An Email communication may be sent out to affected customers if warranted

Emergency Request

Change must be made as soon as possible (to resolve a major incident), could have a high business impact, possible substantial risk.  For example, a network configuration change required remedying a system outage, or an employee with current access to co-located equipment is terminated and immediately dismissed from staff.

  • Service Desk Request, or
  • Posted on DII Website
  • An Email communication to affected customers

 

Security Standards and Policies

  • DII services adhere to DII and State Security Standards and Policies.  A list of published policies is located here:  http://dii.vermont.gov/Policy_Central
  • The Customer is responsible for ensuring that their systems and services are compliant with and follow State Security Standards and Policies.

Business Continuity Plan

DII has a Continuity of Operations Plan (COOP) to ensure the continuity of critical business functions.  Organizations we support should have a plan as well.  It is your responsibility to coordinate your plan with ours, as necessary.

Service Level Reviews and Metrics Reporting

Service Level Agreements (SLA) will be reviewed, and/or renewed, at least once per year or as required. Customers may request a review of Service Level Agreements at any time by contacting the DII Service Management Director at 828-0469.

As a result of these reviews or as other information is provided, Service Improvement Programs will be implemented as needed.

Metrics and reports will be discussed at the Service Level Reviews.

 

Report Name

Reporting Metric

Reporting Interval

Reporting Source

SLA Report for Incidents Resolved

Resolved incidents within and outside of the SLA;

Service Request Resolution Times

Monthly

Service Management Reporting Tool

SLA Report for Response Time (customer acknowledgement)

Response time metrics within and outside of the SLA

Monthly

Service Management reporting tool

 

An example of some DII metrics follow (Response time goal is 99% - missed goal highlighted in yellow):

 

SLA Response Time Statistics

   

 

Nov-13

Dec-13

Jan-14

 

3 mth
Avg

Critical

100.00%

100.00%

100.00%

 

100.0%

Urgent

100.00%

100.00%

100.00%

 

100.0%

High

96.15%

91.89%

97.80%

 

95.3%

Medium

98.07%

98.10%

99.20%

 

98.5%

Low

100.00%

100.00%

100.00%

 

100.0%

 

 

 Response Time Chart

Dispute Resolution

The Parties (DII and the Customer) agree that it is in their mutual best interest to resolve disputes informally and amicably. If representatives of the Parties are unable to resolve any dispute after reasonable negotiation, the issue must be escalated to the Deputy Commissioner (DC) to address with their peers within the Customer Organization.  The DC will brief CIO and identify risks and consequences of the event; summary of the process, options and results as well as actions that can be taken to prevent reoccurrence (if feasible).

Confidentiality

As a result of this SLA, each Party (DII and the Customer) is likely to have access to information or records of the other Party that is exempt from disclosure under applicable law. Such information shall be deemed “Confidential Information.” Each Party shall maintain all Confidential Information of the other Party in strictest confidence and will not at any time use, publish, reproduce or disclose any Confidential Information, except to the extent necessary to carry out the Party’s duties under this SLA or as expressly authorized in writing by the other Party.

Each Party shall, prior to disclosing any Confidential Information to any contractor or other third party, promptly seek and obtain authorization for the disclosure from the other Party and shall ensure that the contractor or other third party is subject to a non-disclosure agreement enforceable in Vermont.  Should either Party receive an order from a Vermont state or federal court or subpoena or other process requiring disclosure of Confidential Information, the Party receiving such order shall promptly notify the other Party and shall not disclose the information until such time as the other Party agrees or that Party files a challenge to the order and such challenge is finally resolved.

Ownership and Custody of Data

All data or other records held or stored by DII as a result of this SLA shall be considered the property of, and in the custody of, the Customer. In the event of a request made to DII for access to Customer records pursuant to the Vermont Public Records Act or by other legal process, DII will decline such requests and indicate to the requestor that DII is not the custodian of such records. DII will refer the requestor to the Customer and will notify the Customer of such request as soon as is reasonable under the circumstances, in order to provide the Customer with an opportunity to state or otherwise argue its own position concerning such request.