Incident Call and Support Request Tracking

Base Level Services: 
  • Customer service request generation
  • Incident management tracking
  • Change management tracking
  • Knowledgebase management
Service Level: 

Service availability and office hours

The ITSM tool is operational 24/7/365 and is committed to a 99.5% uptime during each calendar quarter, excluding regularly scheduled maintenance times or Force Majeure events.

Application administration support is available 8am - 5pm, Monday - Friday. On call support available after hours for emergencies

Scheduled and Unscheduled Maintenance

Maintenance time is considered scheduled if it is communicated to user community via system notice 5 days in advance. Maintenance windows will be planned to occur between 10:00pm and 2:00am when possible.

Backup and Disaster Recovery

In the event of a disaster, services will be operational in the DRS within six hours.

Services Not Included: 

Inventory lifecycle management

Customers Served: