User Support Receive, document, and prioritize issue tickets and help GNWT staff in the use of existing applications or services. Provide help desk support Answer queries about applications. Receive and document bug reports. Collect and document requests for changes. Share status of requests. Problem Correction Bring an application back to its original functionality before the problem arose. This may include a permanent fix or a temporary work around until a permanent fix is found. Fix bugs. Retrieve functionality after abnormal program terminations. Complete root cause analysis. Application Enhancement Modify the functionality of an existing application. Apply new functionality. Fulfil regulatory requirements. Enhance run-time efficiency. Modify applications on new releases of hardware or software. Process and Application Improvement Assist GNWT in planning the better use of applications to meet business strategy and goals. This is a proactive attempt by the service provider to improve applications and processes, based on the service provider’s increased application and business knowledge over time. Help GNWT staff to make strategic decisions that meet business goals. Provide functional, architectural and process improvements as required for the support and maintenance of the system areas in scope. <Other Services> Rewards and Penalties Each SLA is measurable and associated with a financial penalty if not met. Some SLAs are associated with rewards for exceptional performance. Penalty. A deduction from the service provider’s monthly invoice expressed as a percentage of the agreed upon service delivery fee for the month in which a particular SLA was not met. Reward. A premium added to the service provider’s monthly invoice expressed as a percentage of the agreed upon service delivery fee for the month in which a particular SLA was exceeded.
Software Quality Service Levels Type Measurement Reward Penalty Success Rate at User Acceptance Test More than 95% of user acceptance test cases in this month pass on the first execution. 10% of monthly fees NA Less than 80% of user acceptance test cases in this month pass on the first execution. NA 20% of monthly fees Number of Severity 1 problems post production There is no increase in the number of Severity 1 problems for 30 days after release to production 10% of the amount invoiced for the project. NA There is more than a 15% increase in the number of Severity 1 problems for 30 days after release to production NA 15% of the amount invoiced for the project. Number of Severity 2 problems post production There is no increase in the number of Severity 2 problems for 30 days after release to production. 5% of the amount invoiced for the project. NA There is more than a 15% increase in the number of Severity 2 problems for 30 days after release to production NA 10% of the amount invoiced for the project. Number of Severity 3 problems post production There is more than a 20% increase in the number of Severity 3 problems for 30 days after release to production. NA 10% of the amount invoiced for the project. End user satisfaction Less than 80% of completed scores on application enhancement satisfaction surveys have a rating of satisfied or very satisfied. NA 10% of the amount invoiced for the project. * When compared to the most recent month in which there were no new application enhancements released into production.