Attachment J-06 Service Level Agreement Ticket Review Process.docx

Section J - Attachment J - 06 Service Level Agreement Ticket Review Process

1. Overview Service Level Agreements (SLAs) are set out in Section J, Attachment J-05, Service Level Agreements with Incentives and Penalties. SLA start and end times for Installation tickets are identified in the ticket tracking system with date/time stamps.

2. Routine Application of SLA Standard

a. Each ticket resolved within the designated service levels, and documented with all relevant events (See Section C.4.7) in the ticket tracking system, is added to the count for the closed, summary month-end report as being within the SLA.

b. If the ticket tracking system date/time stamps indicate that a ticket did not meet the SLA, the tracking ticket is documented with all relevant events (See Section C.4.7), and the Contractor can make the case that the ticket would have met the SLA, the ticket and valid justification shall be submitted by the Contractor for exemption.

c. If the Contractor can make the case that the tracking ticket should not be included in the month-end SLA report count, the ticket and valid justification shall be submitted by the Contractor during the week following the ticket’s closure for removal from the month-end SLA report count.

d. If the tracking ticket is not presented for exemption, it is counted in the month-end SLA report as having either met or exceeded the SLA according to the tracking ticket date/time stamps.

3. Preparing the Request for Ticket Exemption

a. At the end of each week, the Contractor shall review all tracking tickets including, but not limited to Incident, and Change tickets closed for the previous week for validity as being counted for the Summary Month-End Report.

b. For cases in which the SLA would have met the Service Level, the Contractor shall present these tickets to the COR or designee(s) in weekly Ticket Review meetings to request an exemption (counted as having met the SLA).

c. A ticket becomes eligible for cancellation or removal from SLA consideration if the Contractor has not performed any material work. For incident tracking tickets, material work is defined as direct efforts to assist the user in resolving the issue, including troubleshooting and office visits. For request and acquisition tickets, material work involves substantive efforts by the Contractor to fulfill the request and follow up correspondence with the Point of Contact to confirm no further assistance is needed.

4. Ticket Review Meetings

a. The COR or designee(s) will review the tickets and written justifications for which the Contractor requests exemptions.

b. The COR or designee(s) and the Contractor shall meet each week at the Ticket Review Meeting to agree upon the final outcome regarding each ticket for which the Contractor is requesting an exemption. The COR or designee(s) will establish the date, time, and scope of the Ticket Review Meetings in order to accommodate schedule conflicts. All supporting materials to support the Contractor’s position on the disposition of a tracking ticket must be presented during the Ticket Review Meeting.

c. For each ticket, the COR or designee(s) will indicate their decision with one of the following designations:

Yes - The COR or designee agrees to grant an exemption from SLA failure and consider the ticket as within the SLA. Tickets that are marked as Yes are added to the “within the SLA” count and subtracted from “exceeded the SLA” counts.

No - The COR or designee disapproves the exemption and considers the ticket as having exceeded the SLA. Tickets that are marked as “No” remain in the “exceeded the SLA” count.

Remove - The COR or designee approves the ticket being removed from the monthly count. Removed tickets are subtracted from both the “exceeded the SLA” and the total ticket count.

Pending - The COR or designee advises the Contractor that the COR or designee(s) requires further review for a time period determined at the meeting by the COR or designee, before determining final outcome.

d. When the Contractor believes a second review of tracking tickets, marked as “No” during the Ticket Review Meeting, is necessary, the Contractor shall forward such tickets and supporting materials to the COR for review. All decisions made by the COR regarding the disposition of tracking tickets are final.

5. Weekly Totals All weekly totals are aggregated into the Monthly SLA report.

6. Cancelled Tickets A ticket is considered a candidate to be cancelled only if the Contractor performed no material work. Material work for an incident tracking ticket is defined as any effort to directly assist the user in resolving the issue. Therefore, any troubleshooting or visits to the office constitutes material work performed on behalf of the ticket by the Contractor and the ticket should not be cancelled.

a. All requests from Contractor technicians to cancel a tracking ticket must receive approval by the Contractor’s manager of the requesting group prior to submission to Ticket Review.

b. Once the tracking ticket has been reviewed and given approval by the Contractor manager, that manager or designee shall update the tracking ticket to represent a cancelled state

c. The Contractor shall submit the Cancelled Ticket Spreadsheet to the COR or designee(s) on a monthly basis for review, as well as copies of each ticket on the report.

7. Installation Tickets

a. Off-Site Inspection - All delivery vehicles will be required to report to the Off-Site Inspection Center (See Section J, Attachment J-15, “Off-Site Vendor Procedures”) for the U.S. Capitol Police. The Contractor will ensure that SLA requirements are met while adhering to offsite inspection regulations.

b. Constrained Products – For any delays caused by constrained products the Contractor will follow processes outlined in Section J, Attachment J-05, Service Level Agreement with Incentives and Penalties, to ensure the tracking ticket meets the service level agreement.

8. Help Desk Tickets

Monitoring - If a customer requests that a tracking ticket be left open for monitoring, the monitoring period will not be included in the service level measurement, provided that: a contact schedule to monitor the solution is set up with the customer prior to the commencement of the monitoring period, the schedule is documented in the ticket, the Contractor documents all attempts to contact the customer in accordance with the schedule, and no additional work is required within a ten business day period to resolve the problem. Should the problem reoccur within a ten business day period, the ticket shall be considered to be reopened in accordance with the provisions of Section 3.4 of Attachment J-5. If the SLA is missed due to the ticket being reopened, the ticket will be counted as having missed the SLA.