1. Network Quality: the speed of the
core UCM network will not fall below standard industry levels.
2. Service Quality: the UCM system and reports will be available
99% of the time.
3. Customer Care Quality: The appointment of a UCM specialist
at ISG to handle all UCM service-related maintenance and service issues.
4. Processing of UCM Requests:
- a. Urgent requests: 1-hour guaranteed acknowledgement
in writing; 2-hour guaranteed response; 8-hour guaranteed resolution.
- b. Standard requests: 2-hour guaranteed acknowledgement
in writing; 2-hour guaranteed response; 2-business day guaranteed
resolution.
- c. System enhancements: 1 business day guaranteed acknowledgement
in writing; 2 business day guaranteed estimate of time and cost
of enhancement; 10 business day guaranteed delivery of requested
enhancement.
- d. New report programming: 1 business day guaranteed
acknowledgement in writing; 5 business day guaranteed delivery
of new report.
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5. Unlimited Access: No traffic limit on http data transfers, i.e.,
no web traffic.
6. Installation and Maintenance: No installation, maintenance or
enhancement cost.
7. Production and Development: ISG will maintain production and
development environments to facilitate improvements.
8. Backup and Restoration Services: System will be backed up daily.
9. Customizations: All UCM customizations are easily performed. |