Executive Summary:
The purpose of this document is to clarify the help desk/support requirements of an MDMA server.
Current Requirements:
The MDMA will provide 24 hours a day/365 days a year access to technical and business assistance.
Staff will be available to address questions and concerns on data availability, data corruption and adjustments, and systems technical support.
Problem:
The current requirements do not define the level of support required during non-business hours.
Providing full expert support on a 24 by 7 basis is costly and unnecessary.
Proposal:
FirstPoint suggests the current requirements be modified as follows.
The MDMA will provide access to technical and business assistance during normal business hours (8am to 5pm Pacific).
At such times, staff will be available to address question and concerns on data availability, corruption and adjustments, and systems technical support.
In addition, the MDMA will provide access to a support pager available 24 hours a day/365 days a year.
The MDMA shall respond and provide a status to all pages within 2 hours.
Minor technical support issues will be dealt with immediately.
At the MDMA's discretion, concerns over data availability, data corruption and adjustments or non-urgent problems will be addressed during the next business day.
Amos Tsikayi
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Amos Tsikayi
FirstPoint Utility Solutions
(503) 464-3605
.