36C10B19Q0582-005.docx

APPENDIX A: KEY PERFORMANCE METRICS TABLE

REQUIRED PERFORMANCE METRICS (RPM) TABLE

Standards Acceptable Quality Levels (AQL) Performance Threshold†

Project Milestones (e.g. deliverables, reports) and Schedule

Availability

Service Desk Support

Incidents and Services Requests Response Times

Incidents and Service Requests Problem Resolution Times

Delivered and completed in accordance with the established timeline

Accurate and free of mathematical, grammatical and formatting errors

During hours of operation core system will be available

During uptime equipment will be available

Server Availability†

Server Error Rate

Monitors and capture application log metrics boot time and page performance for server response times every hour for performance issues. If issues occur, they will be escalated to engineering for evaluation.

Meet Hours of Operation for Tiers 1, 2, and 3.

Telephone calls answered within twenty (20) seconds

Respond to voicemails within one (1) hour of receipt

Provide an automatic response to electronic and service desk portal within thirty (30) minutes of receipt

Respond to all emergency and/or critical calls, as identified in the ticket submission within one (1) hour; Critical” ticket †

Escalate Tier 1 and/or Tier 2 support tickets to the next appropriate tier support group (e.g. Tier 2, or Tier 3) for resolution within one (1) hour of discovery

Resolve or clear Tier 1 support tickets within twelve (12) hours of receipt of notification or assignment

Resolve or clear Tier 2 support tickets within forty-eight (48) hours of receipt or assignment

Resolve or clear Tier 3† support tickets within ninety-six (96) hours of receipt of notification or assignment

Resolve or clear all emergency and/ or critical support tickets within twenty-four (24) hours of notification

100% of the time

98% of the time

99.7% of the time

99.7% of the time

100% of the time

< 1%

99.9% of the time

95% of the time

† for the monthly reporting period † Server availability means the servers are ‘present and ready for use’, ‘willing to serve or assist’ or in other words – the server is up and ALL services with it.

† The Service Desk offers a single point of contact for all customer inquiries related to the VetLink infrastructure, both business and technical. The Service Desk agents provide technical advice, trouble analysis, problem detection, problem resolution and general information system support to end users for the vKiosk hardware, vKiosk peripherals (e.g. magnetic strip readers, thermal receipt printer, barcode scanner, card image scanner), VetLink servers, VetLink proprietary software, and network connectivity.

† Critical (aka Priority 1) support ticket is defined as affecting 75% of VetLink users † Software critical (aka Priority 1) defect repair is considered a Tier 3 issue and software resolution shall be measured as such. Resolution does not include the testing and release patch work, or release documentation.