Priority Levels. The KCFC Technology Services Department uses the following guidelines in prioritizing problems. Problems reported to the KCFC Technology Services Department will be identified as “critical” if the issue meets any one of the following criteria: • Significant risk to safety, law, rule, or policy compliance • Significant number of agency people affected • Significant agency impact that threatens immediate productivity • Significant risk to the public service mission of the agency • Significant risk to the public image of the agency • Security of system, network or data is compromised • Network infrastructure outage • Issue is time-sensitive To ensure the best service possible the following priority levels have been defined based on impact and urgency: Priority 1 – Critical Priority 2 – High Priority 3 – Normal Priority 4 – Project Priority 1: Critical This priority is designated for major business impact regarding county-wide critical systems fault or outage with no workaround resulting in complete loss of core business systems. Critical Incident causes immediate and significant disruptions affecting critical life safety or business transactions services. A Priority 1 incident is one that impacts the entire agency’s ability to perform critical business functions. Examples of Priority 1 issues include but are not limited to: • Agency user(s) are completely unable to perform their job functions • Problems with lifesaving hardware and software for Fire and Security systems that pose a significant risk to life and safety • Critical business applications and databases are not functioning • County wide loss of access to Internet • Complete Data or Communications Network Failure Priority 2: High This priority is designated for a significant agency impact with no workaround resulting in significant loss or degraded services. System operations can continue in a restricted mode. High incidents cause immediate and significant disruption but do not affect critical life, safety, and business transactions. An agency or individual’s ability to perform a critical function is in jeopardy or unavailable but a workaround is or can be established within a reasonable time. Examples of Priority 2 issues include but are not limited to: • Set up of new user accounts when the proper information has been submitted • Work stoppage affecting a single user • Assisting multiple users that have lost print capabilities • Assisting with password resets and locked accounts Priority 3: Normal This priority level is assigned for incidents affecting a team or business unit with workaround options available. A department or individual’s ability to perform a job function may be impacted or inconvenienced, but can continue business as normal. This priority is also designated for a user with general technology requests and questions. Examples of Priority 3 incidents include but are not limited to: • End user can move to another workstation to perform tasks or has another alternative to facilitate work • Agency cannot print to local printer but can print to another printer • Malfunctioning software application that needs to be uninstalled and reinstalled • Slow network and/or Internet connection • Non-critical software application issues • Quotes requested for technology purchases Priority 4: Project This level is reserved for requests that result in functionality enhancements such that multiple end users can perform their work. This priority is a longer term project or request that develops into a managed project with tasks and milestone dates. Examples of Priority 4 incidents include but are not limited to: • Requests for customization of application software • Installs of software and routine computer or laptop maintenance • Operating system upgrades • Software application upgrades or conversions • Cell phone upgrades (County-issued cell phones only)
Appears in 1 contract
Sources: Service Level Agreement
Priority Levels. The KCFC Technology Services Department uses the following guidelines in prioritizing problems. Problems reported to the KCFC Technology Services Department will be identified as “critical” if the issue meets any one of the following criteria: • Significant risk to safety, law, rule, or policy compliance • Significant number of agency people affected • Significant agency impact that threatens immediate productivity • Significant risk to the public service mission of the agency • Significant risk to the public image of the agency • Security of system, network or data is compromised • Network infrastructure outage • Issue is time-sensitive time‐sensitive To ensure the best service possible KCFC Technology Services has defined the following priority levels have been defined based on impact and urgency: Priority 1 – Critical Priority 2 – High Priority 3 – Normal Priority 4 – Project Priority 1: Critical This priority is designated for major business impact regarding county-wide critical systems fault or outage with no workaround resulting in complete loss of core business systems. Critical Incident causes immediate and significant disruptions affecting critical life safety or business transactions services. A Priority 1 incident is one that impacts the entire agency’s ability to perform critical business functions. Examples of Priority 1 issues include but are not limited to: • Agency user(s) are completely unable to perform their job functions • Problems with lifesaving hardware and software for Fire and Security systems that pose a significant risk to life and safety • Critical business applications and databases are not functioning • County wide loss of access to Internet • Complete Data or Communications Network Failure Priority 2: High This priority is designated for a significant agency impact with no workaround resulting in significant loss or degraded services. System operations can continue in a restricted mode. High incidents cause immediate and significant disruption but do not affect critical life, safety, and business transactions. An agency or individual’s ability to perform a critical function is in jeopardy or unavailable but a workaround is or can be established within a reasonable time. Examples of Priority 2 issues include but are not limited to: • Set up of new user accounts when the proper information has been submitted • Work stoppage affecting a single user • Assisting multiple users that have lost print capabilities • Assisting with password resets and locked accounts Priority 3: Normal This priority level is assigned for incidents affecting a team or business unit with workaround options available. A department or individual’s ability to perform a job function may be impacted or inconvenienced, but can continue business as normal. This priority is also designated for a user with general technology requests and questions. Examples of Priority 3 incidents include but are not limited to: • End user can move to another workstation to perform tasks or has another alternative to facilitate work • Agency cannot print to local printer but can print to another printer • Malfunctioning software application that needs to be uninstalled and reinstalled • Slow network and/or Internet connection • Non-critical software application issues • Quotes requested for technology purchases Priority 4: Project This level is reserved for requests that result in functionality enhancements such that multiple end users can perform their work. This priority is a longer term project or request that develops into a managed project with tasks and milestone dates. Examples of Priority 4 incidents include but are not limited to: • Requests for customization of application software • Installs of software and routine computer or laptop maintenance • Operating system upgrades • Software application upgrades or conversions • Cell phone upgrades (County-issued cell phones only)
Appears in 1 contract
Sources: Service Level Agreement
Priority Levels. The KCFC Technology Services Department uses the following guidelines in prioritizing problems. Problems reported to the KCFC Technology Services Department will be identified as “critical” if the issue meets any one of the following criteria: • Significant risk to safety, law, rule, or policy compliance • Significant number of agency people affected • Significant agency impact that threatens immediate productivity • Significant risk to the public service mission of the agency • Significant risk to the public image of the agency • Security of system, network or data is compromised • Network infrastructure outage • Issue is time-sensitive time‐sensitive To ensure the best service possible the following priority levels have been defined based on impact and urgency: Priority 1 – Critical Priority 2 – High Priority 3 – Normal Priority 4 – Project Priority 1: Critical This priority is designated for major business impact regarding county-wide critical systems fault or outage with no workaround resulting in complete loss of core business systems. Critical Incident causes immediate and significant disruptions affecting critical life safety or business transactions services. A Priority 1 incident is one that impacts the entire agency’s ability to perform critical business functions. Examples of Priority 1 issues include but are not limited to: • Agency user(s) are completely unable to perform their job functions • Problems with lifesaving hardware and software for Fire and Security systems that pose a significant risk to life and safety • Critical business applications and databases are not functioning • County wide loss of access to Internet • Complete Data or Communications Network Failure Priority 2: High This priority is designated for a significant agency impact with no workaround resulting in significant loss or degraded services. System operations can continue in a restricted mode. High incidents cause immediate and significant disruption but do not affect critical life, safety, and business transactions. An agency or individual’s ability to perform a critical function is in jeopardy or unavailable but a workaround is or can be established within a reasonable time. Examples of Priority 2 issues include but are not limited to: • Set up of new user accounts when the proper information has been submitted • Work stoppage affecting a single user • Assisting multiple users that have lost print capabilities • Assisting with password resets and locked accounts Priority 3: Normal This priority level is assigned for incidents affecting a team or business unit with workaround options available. A department or individual’s ability to perform a job function may be impacted or inconvenienced, but can continue business as normal. This priority is also designated for a user with general technology requests and questions. Examples of Priority 3 incidents include but are not limited to: • End user can move to another workstation to perform tasks or has another alternative to facilitate work • Agency cannot print to local printer but can print to another printer • Malfunctioning software application that needs to be uninstalled and reinstalled • Slow network and/or Internet connection • Non-critical software application issues • Quotes requested for technology purchases Priority 4: Project This level is reserved for requests that result in functionality enhancements such that multiple end users can perform their work. This priority is a longer term project or request that develops into a managed project with tasks and milestone dates. Examples of Priority 4 incidents include but are not limited to: • Requests for customization of application software • Installs of software and routine computer or laptop maintenance • Operating system upgrades • Software application upgrades or conversions • Cell phone upgrades (County-issued cell phones only)
Appears in 1 contract
Sources: Service Level Agreement
Priority Levels. The KCFC Technology Services Department uses the following guidelines in prioritizing problems. Problems reported to the KCFC Technology Services Department will be identified as “critical” if the issue meets any one of the following criteria: • Significant risk to safety, law, rule, or policy compliance • Significant number of agency people affected • Significant agency impact that threatens immediate productivity • Significant risk to the public service mission of the agency • Significant risk to the public image of the agency • Security of system, network or data is compromised • Network infrastructure outage • Issue is time-sensitive Every service call that comes to the KCFC Technology Services Department is a priority. To ensure the best service possible KCFC Technology Services has defined the following priority levels have been defined based on impact and urgency: Priority 1 – Critical Priority 2 – High Priority 3 – Normal Priority 4 – Project Priority 1: Critical This priority is designated for major business impact regarding county-wide critical systems fault or outage with no workaround resulting in complete loss of core business systems. Critical Incident causes immediate and significant disruptions affecting critical life safety or business transactions services. A Priority 1 incident is one that impacts the entire agency’s ability to perform critical business functions. Examples of Priority 1 issues include but are not limited to: • Agency user(s) are completely unable to perform their job functions • Problems with lifesaving hardware and software for Fire and Security systems that pose a significant risk to life and safety • Critical business applications and databases are not functioning • County wide loss of access to Internet • Complete Data or Communications Network Failure Priority 2: High This priority is designated for a significant agency impact with no workaround resulting in significant loss or degraded services. System operations can continue in a restricted mode. High incidents cause immediate and significant disruption but do not affect critical life, safety, and business transactions. An agency or individual’s ability to perform a critical function is in jeopardy or unavailable but a workaround is or can be established within a reasonable time. Examples of Priority 2 issues include but are not limited to: • Set up of new user accounts when the proper information has been submitted • Work stoppage affecting a single user • Assisting multiple users that have lost print capabilities • Assisting with password resets and locked accounts Priority 3: Normal This priority level is assigned for incidents affecting a team or business unit with workaround options available. A department or individual’s ability to perform a job function may be impacted or inconvenienced, but can continue business as normal. This priority is also designated for a user with general technology requests and questions. Examples of Priority 3 incidents include but are not limited to: • End user can move to another workstation to perform tasks or has another alternative to facilitate work • Agency cannot print to local printer but can print to another printer • Malfunctioning software application that needs to be uninstalled and reinstalled • Slow network and/or Internet connection • Non-critical software application issues • Quotes requested for technology purchases Priority 4: Project This level is reserved for requests that result in functionality enhancements such that multiple end users can perform their work. This priority is a longer term project or request that develops into a managed project with tasks and milestone dates. Examples of Priority 4 incidents include but are not limited to: • Requests for customization of application software • Installs of software and routine computer or laptop maintenance • Operating system upgrades • Software application upgrades or conversions • Cell phone upgrades (County-issued cell phones only)
Appears in 1 contract
Sources: Service Level Agreement