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Tier Zero: (City of Toronto Self Serve Channel)
·Tier support Zero (0) is the responsibility of the City.
·Tier 0 (Self-Serve Channel) support is used to educate users on how to self-solve problems. The most common requests should be dealt with through Tier 0, with the most repetitive requests being answered through automated means.
·Tier 0 will utilize the TSD TechWeb web page to answer users' queries by developing online guides, FAQs, and links to ELI training tutorials.
·The City of Toronto TechWeb website will be used as a launching page for the City's Maximo implementation by end-users.
·The Divisional Administrator's contact information will be available on this website.
·The IT Service Desk team will reference available information, if required, from the TechWeb for users who have submitted a ticket.
·The documentation provided by the Vendor as part of Tier 2 and 3 defect resolution will be used to update content for Tier Zero use, if applicable. Content could include providing and updating support notes to assist with troubleshooting, technical tips, avoiding common pitfalls, etc.) The City delivers content to the end-users in methods that best suit the appropriate audience.
Tier One (1) Support: (City of Toronto Service Desk)
·The City will perform all Tier 1 support services.
·Tier 1 support will comprise the first point of person-to-person contact and handle basic inquiries regarding the product/service or administrative issues. These interactions are to be triaged quickly or escalated as necessary to Tier 2
·The City will capture Incidents in a call tracking repository – HPSM - for Support to effectively manage incidents from intake to resolution.
·The City will execute an evaluation process to determine the nature and severity of the issue. The issue or incident will be resolved by Tier 1 Support or escalated to City's Sustainment Support Team based on a triage path provided by the Sustainment Service Delivery Team.
A report will be generated to confirm the common activities being performed. This information will allow the City's Sustainment Support Team to develop any additional documents or instructions to help with Knowledge Transfer
Tier Two (2): Support: (Incident Management Consulting)
•Tier 2 support is provided by the City's Sustainment Support Team in partnership with the Vendor concerning issues that are not resolvable by Tier 1 Support which causes the reduced function of the application and business teams.
•Tier 2 is where the knowledge of the Support team becomes specialized. They may be subject matter experts in a particular product/service area and answer more specialized customer requests. Most escalated issues should be solvable at Tier 2.
•City's Sustainment Support Team shall be staffed to support business operations beyond Tier 1 when necessary to close the issue.
•Issues that cannot be resolved by City's Sustainment Support Team will be escalated to Tier 3 Support.
•Tier 2 Support will act as the central point of contact for the Divisional clients.
•Tier 2 Support will be responsible and accountable for all Issues and Incident resolution.
•If required, Tier 2 Support will also have at their discretion the option to contact the Vendor for assistance and or technical expertise to resolve the incident or issue. The Vendor, while providing Tier 2 support, will mentor Sustainment Team personnel in a consultative manner.
•Tier 2 Support will continue to expand their knowledge base on developing Instructions and documents. When a subsequent similar incident occurs, the reference materials will help address the issue without going to the Vendor.
•Tier 2 Support designated by the City (technical and non-technical) shall make a higher volume of inquiries of the Vendor to help determine the nature of the incident, especially during the first three months after initial deployment. The importance of investigations will decrease as Tier 2 Support establishes a cadence of repeatable incidents and should be a minimum at the end of the 12-month warranty period. It is important to note that this cadence will increase any time there is a new implementation until the service is stabilized.
•Tier 2 issues and incidents will be managed in the City's call tracking repository – HPSM. The Vendor is not expected to use this HPSM. The City shall refer Tier 2 issues to the Vendor through the Jira system. Tier 2 support shall report and close out assigned issues and incidents in the City’s Jira tool. The City will provide access to the Vendor to the Jira Service Portal, where all communication on Tier 2 incident resolution will reside for audit purposes.
•The Vendor and the City's Sustainment Support Team may identify an issue that requires the support of a third-party vendor. This issue will be triaged to the third-party Vendor for additional help to resolve the found defect.
Tier Three (3): (Incident Defect Resolution)
•The Vendor shall provide Tier 3 Support in partnership with the City's Sustainment Support Team.
•This support will be provided until City's Sustainment Support Team can mature in their knowledge of the technology
•This support level focuses on the incidents that are not resolvable by City's Sustainment Support Team and any catastrophic conditions related to the System.
•These issues could be related to application function, underlying data engine, or operating system errors.
•Issues of this nature require immediate expert attention from application and infrastructure architects, analysts, and software engineers due to the nature of the problem and its impact on business function and operation.
•The designated City's Sustainment Support Team can only initiate escalation to Tier 3.
•In the Priority 1 Incident the Vendor will provide the contact information of the Technical Vendor Account Manager should there be a major incident that must be addressed outside of regular business hours. It is not expected to have this type of service as a common occurrence, but the ability to reach a contact for support is required should a major event occur.
•Where the vendor is required to become involved based on the nature of the incident, the Vendor will provide an escalation path that includes resources for resolutions, including company executives for chronic or high priority issues.
•After defect fixing, the Vendor must complete unit testing to ensure the fix is ready as outlined in section 14 within this agreement.
The Technical Vendor Account Manager's, during a Priority 1 Incident, responsibilities should include, but are not limited to:
•sharing System-related technical information with City's Sustainment Support Team
•using knowledge gained to design and improve support service plan;
•proactively providing support services and allocating resources to mitigate risks associated with post System implementation;
•supporting the City's Sustainment Team when providing an enhanced level of monitoring and alerting, security checks, performance checks and network health check reviews;
•supporting the coordination of new releases, versions, and enhancements;
•providing a service improvement plan for services that breach an applicable acknowledgement and response time in three consecutive months;
•providing reports on support and service management to the City for the following as requested:
•provide post-mortem reports with corrective actions and steps to prevent reoccurrence (permanent solutions) of incidents involving the System;
•provide post-mortem reports with corrective actions and steps to prevent reoccurrence (permanent solutions) at the request of designated City of Toronto Personnel;
•support the City's Sustainment Support Team in providing performance reports relating to the System as requested by the City of Toronto; and
•offer updates to ongoing or active priority one incidents as described in further detail in this section – unless otherwise agreed in writing by the City and the Vendor concerning a given incident.
Tier 3 Incidents may require a meeting to address as part of the upcoming sprint where resolution needs will be prioritized and tracked. The Biweekly meeting to review, if required, will address open incidents; confirm Tier Three work packages for the following sprint(s); provide updates; identify issues; answer questions; request information and discuss any problems.
Tier 3 Support shall report and close out assigned issues and incidents in the City JIRA tool. The City will provide access to the Vendor to the Jira Service Portal, where all communication on Tier 3 Incident resolution will reside for audit purposes. The City can change the incident tracking tool when needed but will inform the Vendor of the change and provide access to any new technology provided with this tracking.
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