Issue or Problem Clause Samples
The "Issue or Problem" clause serves to clearly identify and define the specific matter, dispute, or concern that the agreement or section is intended to address. In practice, this clause outlines the background or context of the issue, such as a disagreement over contract terms, a technical malfunction, or a compliance failure, providing all parties with a shared understanding of what is at stake. By explicitly stating the issue, this clause ensures clarity and focus in the agreement, helping to prevent misunderstandings and guiding the resolution process.
Issue or Problem. The County does not have a labor category to assist HHSA projects for outlining, planning, and implementing organizational change that would involve transition from current state use of technology to future state use of technology in the County of San Diego. Therefore, the County intends to employ a new labor category, Technology Transition and Adoption Coordinator (TTAC).
Issue or Problem. On August 25, 2020, with PRR 78, the Parties added the Webex Video Conferencing Services Resource Unit (RU) to the Agreement. On June 18, 2024, with PRR 139, the Parties added the Zoom Video Conferencing Support Services RU to the Agreement, making the Webex Video Conferencing Services RU redundant.
Issue or Problem. The County procured certain equipment and circuitry through the Federal Schools and Libraries Program (E-Rate program), to provide public internet access for all San Diego County Branch Libraries. Under the Agreement, Contractor provides a connection to the County’s public internet access through the Network Access – Static Wired Resource Unit (RU), which includes the costs associated to certain circuitry necessary to provide public internet access for all San Diego County Branch Libraries.
Issue or Problem. County of San Diego’s Health and Human Services Agency utilizes the Cerner Millennium Electronic Health Records (EHR) solution to support an enterprise-wide view of clinical information to coordinate patient care. County of San Diego’s Health and Human Services Agency is requesting Contractor to provide services to support the expansion of the EHR.
Issue or Problem. With PRR 56 dated June 3, 2019, the Parties established SL 14-1 Delete End-user Account (Interim) to be effective May 2018 until Auto-Provisioning was implemented. The weighting percentage of 3% was moved from SL 14 and applied to 14-1 in the interim.
Issue or Problem. Service Level (SL) 52 requires changes due to the new capabilities introduced by the ServiceNow Platform. The Parties seek to update the SL to meet ongoing applicable changes to business applications that improve customer confidence using completeness and correctness scores.
Issue or Problem. Currently, Service Level 25A – Speed-to-Answer Time has a performance target of 45 seconds and Service Level 54 – First Call Resolution – 2nd Generation has a performance target of 70%. The performance target for Service Level (SL) 25A does not allow enough time for Service Desk personnel to address and resolve issues presented on the first call. Additionally, Service Desk personnel has consistently been resolving tickets at first call and performing higher than the 70% performance target of SL 54.
Issue or Problem. After the decommissioning of the Blue Jeans solution for video conferencing, the County requires a cloud-based solution based on a peer-to-peer platform, primarily for its public-facing video conferencing needs and it is requesting Contractor to provide support services.
Issue or Problem. The County elected to deploy Microsoft (MS) Teams as an additional platform to provide voice services for their users. PRR 109 Voice Services Resource Units Structure, dated March 28, 2022, included the addition of MS Teams Phone RU.
Issue or Problem. The County’s Office of Emergency Services (OES) is requesting resources and processes on an as needed basis to support the OES key Geographic Information System (GIS) functions.