NOC as a Service (NaaS) - Daily TIGER report

Overview

The NOC is requested to share a daily report of severities opened in the previous 24 hour period to Product Application Support.

Process

A SEV represents a slowdown or significant disruption the production system which prevents the promised use of the product(s) and/or system (due to data quality, security etc) for all or most customers. This report is to track the amount of daily activity

Feature Requests

Please enter any feature requests into the issues section of this repository.

Bugs

Please enter any bugs into the issues section of this repository.

More Information

More information for this service can be found on the Confluence for this service.

Team

• Judith Barringer-Jenkins, Manager Systems Engineering- NOC
• Kristy Doyle, Manager System Engineering - PAS
• Donna Smith, Director Systems Engineering
• Lavinia Ricketts, Vice President Technology

Indicators

• Availability - Reports should to be available by 8:00 AM Eastern during normal working hours M-F excluding holidays.

• Response Time - The report is meant to be a daily snapshot of SEV service so supervision can be scheduled.

• Accuracy - The accuracy of the daily TIGER report is highly important to minimize impact get proper escalation and resources toward resolution.

Objectives

• Availability - 99.9% availability by 8:00 AM M-F excluding holidays.

• Response Time - 99.9% of all reports will be completed within 24 hours by 8:00 AM M-F excluding holidays.

• Accuracy - 90% of all reports reflect best available information at time of completion.

Agreements

• Availability - 80% availability by 8:00 AM M-F excluding holidays.

• Response Time - 80% of all reports will be completed within 24 hours by 8:00 AM M-F excluding holidays.

• Accuracy - 80% of all reports reflect best available information at time of completion.

Indicator	SLA
Availability	80%
Response Time	80% per business week
Accuracy	80% of all reports