Metrics Reporting. 1. Regular reporting will be provided from Ontotext to Client on available metrics as related to target performance. These reports are expected to be produced by Ontotext’s problem-ticket system JIRA, which will detail ticket management performance against SLA targets in Client’s case management process. 2. Metrics reporting against the SLA resolution targets will focus on the time to resolve tickets by application and severity. This metric will include only the Support Requests that are transferred to Ontotext for resolution. They will not include Support Requests that are resolved by other organizations. The metrics will be reported via existing standard problem-ticket system reports as available.
Appears in 3 contracts
Sources: End User Software as a Service Agreement, End User Managed Evaluation Service Agreement, End User Software as a Service Agreement