Attachment 12 - Tier 3 Help Desk.xlsx
XLSX spreadsheet 10 KB Posted
- Solicitation number
- 47HAA021R0001
- Issued by
-
GSA Office of Administrative Services
About this file
This document outlines requirements for an advanced metering, utility, and waste data tracking system. The General Services Administration's Office of the Chief Information Officer - Office of Public Buildings Information Technology Services seeks to acquire a new cloud-based, commercial-off-the-shelf solution to replace existing applications and services for energy usage analysis, advanced metering, solid waste tracking, and utility invoice processing. The solution must provide a single integrated environment and be managed by a single contractor. Questions regarding this requirement must be submitted in writing by July 27, 2021 to the identified contracting specialists and officer. Proposals are due by August 20, 2021. The awarded firm will be granted a single-award contract to provide hosting, licensing, configuration, data architecture, integration, and support services for the advanced metering, utility and waste data tracking, and utility invoice processing system.
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Other files
| File | Type | Posted |
|---|---|---|
| Amendment 47HAA021R0001_0002.pdf | ||
| Amendment no. 2 - Government Responses (EUAS) - Round 2.pdf | ||
| Attachment 6 - Required Price Template 08_18_2021 rev.xlsx | XLSX spreadsheet | |
| Amendment No. 1 - Government Responses (EUAS).pdf | ||
| Amendment 47HAA021R0001_0001.pdf | ||
| Appendix F - Sample Power Quality Template.xlsx | XLSX spreadsheet | |
| Appendix G - Recent File Accruals.xlsx | XLSX spreadsheet | |
| Attachment 11 - Utility Vendors.xlsx | XLSX spreadsheet | |
| Attachment 10 - Advanced Metering Types.xlsx | XLSX spreadsheet | |
| Attachment 4_Demo Instructions (rev 7.28.2021).docx | DOCX document | |
| Appendix E - Sample Load Profile Template .xlsx | XLSX spreadsheet | |
| Attachment 3 - List of Integrations (Revised) .xlsx | XLSX spreadsheet | |
| Attachments 1-9.zip | ZIP file | |
| Solicitation No. 47HAA021R0001 - Advanced Metering.pdf | ||
| Appendices A-D.zip | ZIP file |
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Text version
Help Desk Objective
The objective of this Standard Operation Procedure (SOP) is to establish a process that streamlines the opening and resolving of Tier 1, Tier 2, and Tier 3 application inquiries from the Users/Business Lines.
Purpose
The purpose of this document is to provide Business Lines, Applications Project Managers, and Application Development Team members a formalized process for resolving issues. This document will include the following:
| Definitions of Tier 1, Tier 2, and Tier 3 support. |
| Define roles and responsible parties who will address Tier 1, Tier 2, and Tier 3 application inquires. |
| Inquiry / Ticket Procedures |
| Definitions, Roles and Responsible Parties |
Tier 1 inquiries will be handled by the PBS National Help Desk. Tier 1 inquiries are defined as Portal and Application(s) access requests, password resets, user assignment of roles and general questions regarding user access. If any of these inquiries cannot be handled by Tier 1, inquiry will be escalated as appropriate.
Tier 2 inquires will be handled by the PBS Project Manager(s) and/or Business Line Project Manager(s). Tier 2 inquiries are defined as inquiries related to system functionality, application processes and in general any inquiries related to processes or “how to’s” or “can’t do’s” presented by a user.
Tier 3 inquires will be handled by the Application(s) Vendor team. Tier 3 inquiries are defined as system “code” issues. In other words the system is not working as intended. Research and corrective action needs to be made in order to ensure the system is working correctly. Tier 3 inquiries may also include any inquiries that Tier 1 or Tier 2 are unable to answer regarding system access or system "how to."
Procedures
| All Inquiries should be directed to PBSNationalHelpdesk@gsa.gov. The help desk team will: |
| Open a formal ticket in ServiceNow |
| Address inquiries that fall under the Tier 1 definition |
| Forward inquires specified as Tier 2 type to Tier 2 personnel. |
| Forward or resolve tickets within one (1) Business day. |
| Inquiries sent to the PBS Project Manager(s) will be reviewed to determine if inquiry is considered a Tier 2 or Tier 3 based on the definitions provided above. |
| Inquires that are considered as Tier 2 will be worked and completed by the Project Manager(s) who can assist the user. |
| Inquiries forwarded to the PBS IT Project Manager(s) from the PBS National Help Desk in error will NOT be sent back to PBSNationalHelpdesk@gsa.gov. |
| Project Managers will do all research including re-creation of the error or the steps taken within the application which revealed the error prior to forwarding the issues/ticket to the Application Development Team. |
| Tickets will be forwarded or resolved within one (1) Business Day. |
| Inquires sent to the Application Vendor team will consist of issues that are causing the application not to function as intended. Tier 3 inquiries may also include any inquiries that Tier 1 or Tier 2 are unable to answer regarding system access or system "how to." |
| Tickets forwarded to the Application Vendor team in error will be sent back to the PBS IT Project Manager(s). |
| The Application Vendor team will provide an acknowledgement of the Ticket PBS IT Project Manager within two (2) hours. |
| Initial research of the issues will be conducted and feedback provided to the PBS IT Project Manager within one (1) Business Day. |
| Should a project team meeting be needed to discuss the inquiry or research findings, the Applications Vendor team will notify the PBS IT Project Manager immediately. |
| If an application eFix is needed to correct the applications, the PBS IT Project Manager will schedule a release in SLAM and provide the Application Vendor team the schedule. |
mailto:PBSNationalHelpdesk@gsa.govmailto:PBSNationalHelpdesk@gsa.gov
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