Support Model Clause Samples

Support Model.  For every 20 agents, there will be 1 helpdesk supervisor; and for every 60 agents, there will be 1 trainer  1,500 sites require HD support  70% to 75% staff utilization rate (Industry Standard utilization rate)  Two shifts instead of three shifts a day, 7 days a week from July onward Support Volume:  My Turn help desk call volume decreases 10% each month through December.  myCAvax help desk support volume decreases 5% each month through December Service Level Benchmarks  Average Handle Time is 25 minutes for phone and email  Target speed to answer is 2 minutes vs. 15 seconds Program level security operations support function across all workstreams to coordinate operations, releases, and testing:  Configure platform data protection configuration and compliance.  Vulnerability scanning and analysis  User profile roles and access to prevent printing, data extraction, and/or data export  Platform log retention enablement on a rolling 30-day basis  Firewall and Network Security  Secure Software Development Lifecycle  Data Access Control  Security Incident Management Exhibit9 SECURITY SERVICES RACI specifies whether the Contractor or CDPH is Responsible, Accountable, Consulted, or Informed for each task or activity. The tasks and activities of this sub-workstream are listed below:

Support Model. 6.1. We recognise and celebrate the diversity of approaches to supporting people across the ABEN programme. The diversity of providers and interventions creates incubators of best practice across GM and GMCA intends to spread this good practice through the establishment of Communities of Practice. 6.2. We also recognise the need for consistency in the principles of support. It is expected that the support model for ABEN will be based on the following principles: • Psychologically-informed environments: with a clear support framework underpinned by the principles of and best practice within positive psychology. We would expect to see: a clear psychological framework (e.g. cognitive behavioural coaching), a culture of psychological awareness amongst teams (including reflective practice/clinical supervision), a comprehensive training offer and an appreciation of how the physical environment and the way in which services are delivered impacts on people’s psychological wellbeing. • Strengths-based, person-centred support: the support process should be inherently human and recognise people’s strengths/assets (their personalities, interests, existing support networks, etc.), rather than pathologizing people by focussing obsessively on risks and needs. Support plans should paint a vivid picture of the person, rather than the problem, and people should be active participants in co-producing their own support plans, goals and objectives. • Trauma Informed Practice: with systems, processes and support relationships which actively promote recovery from trauma and adverse childhood experiences. Services should clearly acknowledge the effects traumatic experiences have on people’s lives and the myriad ways in which these experiences can manifest (e.g. behaviours that challenge, complex mental illness, learned helplessness etc.)

Support Model. Below diagram illustrate support levels of Moazanah and distinguish between Ashghal and Tenderer scope:

Support Model. 1.12.1 An idealised summary of the desired support model is contained in Appendix 8. Whilst it is acknowledged that there may be some variation in service models across different support providers, accommodation set- ups and geographies, Local Authorities are expected to ensure that ABEN is aligned as closely as possible to this broad support model. 1.12.2 An individual should enter ABEN with a Personal Housing Plan, or be supported to complete one shortly after arrival, to ensure that their move on options from ABEN are clearly explored and responsibility for achieving this is clearly laid out.

Support Model. The Parties agree to employ the following support model (i) Polycom will refer all support requests from end customers that deploy Polycom VoIP Phones and Software in conjunction with Certified VoIP Equipment to the Polycom Certified VoIP Reseller that sold and installed the system, or to the Polycom eSupport page (▇▇▇.▇▇▇▇▇▇▇.▇▇▇/▇▇▇▇▇▇▇/▇▇▇▇). (ii) Support calls to Polycom from a Polycom Certified VoIP Reseller concerning an installation of Polycom VoIP Phones and Software with Manufacturer’s VoIP Equipment will not be escalated within Polycom’s support organization, but rather will be referred to Manufacturer’s support organization for resolution. Manufacturer’s support organization will accept such referral. (iii) If, after appropriate escalation through Manufacturer’s support organization, Manufacturer determines that the issue is caused by Polycom VoIP Phones and Software, Manufacturer will promptly notify Polycom of such determination, and the parties will consult in good faith regarding diagnosis and resolution of the issue. (iv) To the extent that a technical problem arises with the Polycom VoIP Phones or Software that results from a failure of the Polycom VoIP Phones or Software to comply with Polycom’s published specifications and documentation, Polycom will, consistent with Polycom’s engineering development and release schedules, use its reasonable commercial efforts to provide patches and workarounds in accordance with industry practice. The foregoing notwithstanding, Polycom will have no obligation under this Agreement to make any technical or other changes in the Polycom VoIP Phones and Software in order to allow Interoperability with the VoIP Equipment.