Attachment_W_-_Levels_of_Service_(LOS).docx
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- W912DY-16-R-0015
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PWS Attachment W - Levels of Service (LOS)
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ACE-IT Radio Systems and Services (ARSS) Attachment W: Levels of Service (LOS) (Priorities, Response, Escalation and Resolution Definitions)
FEB 2015
Contents
| Introduction | 3 |
| Purpose of Service Level Priorities | 4 |
| Definitions of Service Level Priorities | 4 |
| Support (Tier) Level Definitions | 5 |
| Initial Response, Escalation, and Resolution per Level of Service (LOS) | 6 |
Introduction This document establishes definitions for Level of Service (LOS) along with priorities within each LOS. This includes establishing timeframes for initial response, escalation, and incident resolution.
Purpose of Service Level Priorities Service level priorities define how ACE-IT will respond to both incidents and service requests. They take into account multiple aspects of impact and urgency.
The goal is to provide customers with clear guidelines on expectations related to a request to include what to expect and the timeframe expectations. A sound prioritization plan, will institute confidence in the ACE-IT customer population by pushing toward a proactive environment.
Definitions of Service Level Priorities
| Priority |
| Description |
| Emergency |
| Elevated response and situational assessment needed with possible re-prioritization of other staff’s workload in order to provide assistance. In general, Emergency priority incidents will involve multiple customers experiencing a significant or highly degraded loss of service or require immediate support for an in-progress event. Examples of a high priority incident include, but aren’t limited to: |
· Emergency situation where life, health, safety, or property is threatened or could be impacted.
· Inability of multiple customers to utilize Radio communications in a common area or location
· Equipment break/fix during Emergency Response events
| 1/High Priority |
| Elevated response and situational assessment needed with possible re-prioritization of other staff’s workload in order to provide assistance. In general, medium priority incidents will involve multiple customers experiencing a significant or highly degraded loss of service. |
Although life, health, safety, or property may not be immediately impacted, the overall mission execution is at risk. This often includes DGPS Support
| 2/ Standard Priority |
| Standard response procedure and operating within normal supervisory management structures. An individual customer has experienced a loss of or degraded service, or has a request that can be provided using standard response procedures. Examples of Standard priority include, but aren’t limited to: |
· Radio Break/Fix
· Product flaw with a workaround
· Frequency Update Request
| 3/ Scheduled Priority |
| · Standard response procedure and operating within normal supervisory management structures. A customer has a requirement that can be addressed by scheduling a specific time for the work to be completed. Examples of a Scheduled Priority include but are not limited to:Vehicle Removal/Installation of a radio |
· Marine vessil removal/installation of a radio
· Decommission of a system
Support (Tier) Level Definitions The ACE-IT Enterprise Service Desk (ESD) support will include multiple tiers. The ACE-IT ESD management and support is the responsibility of the ACE-IT IM/IT Enterprise Services (AIES) Contractor. The ARSS Contractor will utilize the same management tool and integrate into the ACE-IT Incident Mangement process. All Tier Levels with the exception of Tier 0 are subject to the LOS and priorities. Tier 1 is defined in the AIES LOS documentation. Tier 2 and 3 are defined in this document.
| Tier Level |
| Description |
| Tier 0 |
| End user self-service through standard Enterprise Knowledgebase |
| Tier 1 |
| 1st Level Support |
The responsibility of 1st Level Support is to register and classify received Incidents and transfer the Incident to Tier 2 (2nd Level Support).
| Tier 2 |
| 2nd Level Support |
2nd Level Support assesses the Incident in an effort to restore a failed Radio Service as quickly as possible. If no ad-hoc solution is achieved, the 2nd Level Support will consult external support (e.g. software or hardware manufacturers), if necessary. The aim is to restore a failed Radio Service as quickly as possible. 2nd Level Support also keeps users informed about their Incidents' status at agreed intervals.
| Tier 3 |
| 3rd Level Support |
3rd Level Support is Radio Engineering Subject Matter Extperts (SMEs). The Radio SMEs assess the Incident to determine if additional ACE-IT IT Techinical SME consultation is required. The aim is to restore a failed Radio Service as quickly as possible.
Initial Response, Escalation, and Resolution per Level of Service (LOS)
| Priority Level |
| Support Hours |
| Initial Response Time |
| Status Updates |
| Escalation |
| Senior Mgmt Notification |
| Target Dispatch Time |
| Target Resolution |
Time *
| Emergency Priority |
| Labor: 24x7 |
| ≤ 60 min |
| Within 1 Hour of Status Request |
| 8 Hours |
| Within 1 Hour of Incident Submission |
| Onsite Arrival ≤8 Hours |
| Resolved ≤ 8 Hours After Onsite Arrival |
| 1- High Priority |
| Labor: 24x7 |
| ≤ 4 Hours |
| Within 2 Business Hours of Status Request |
| 24 Hours |
| At Time of Escalation |
| Onsite Arrival ≤12 Hours |
| Resolved ≤ 12 Hours After Onsite Arrival |
| 2-Standard Priority |
| Mon-Fri |
0800-1700 LST
| ≤ 8 Business Hours |
| Within 4 Business Hours of Status Request |
| 3 Business Days |
| At Time of Escalation |
| Onsite Arrival ≤10 Business Days |
| Resolved ≤ 1 Business Days After Onsite Arrival |
| 3- Scheduled Priority |
| Mon-Fr 0800-1700 LST |
| ≤ 8 Business Hours |
| Within 4 Business Hours of Status Request |
| 1 Business Day Past Scheduled Date |
| At Time of Escalation |
| Time agreed upon by customer |
| By Scheduled Completion Date |
* For Break/Fix Resolution Incidents, additional resolution time will be added for events outside Contractor control (e.g., 3rd Party Warranty delays, Government-related delay, shipping delays) LST is Local Standard Time image1.gif
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