168-22 Exhibits - Contracts for IT Network Management Services - 2022.pdf

. Do you support ad-hoc reporting requests? Describe the process for requesting ad-hoc reports? Provide the timeframe for turnaround of ad-hoc reporting. There are numerous reporting features and options within the existing reports. Ad-hoc reporting is available by special request at an additional charge. . Do you support the ability to create PDF reports? Can they be sent securely via email? Can they be digitally signed and tracked? Yes, we can provide reports in a PDF. Secure email is available at an additional charge. . How is your reporting interface structured? Do you use multiple interfaces for different services? Is the information integrated across service lines? What cross-service line metrics and reports do you offer? ‘There are numerous reports available and upon being chosen as a preferred vendor, we would sit with the customers’ technical team and determine which reports are required on a regular basis. . Can you create custom reports? How Is this accomplished? There are numerous reporting features and options within the existing reports. Custom reporting is available by special request at an additional charge. 1 . Describe help desk or ticketing functionality. What workflow management features are available? Help desk requests can be submitted via email to our ticketing system or phoned in. Although all tickets can be responded to by any of our engineers, each customer has a primary and secondary support engineer assigned. Based on availability, if they cannot respond ina i reasonable time frame the help desk coordinator will assign another engineer to the ticket. . How long is data available in the portal for reporting? Server information [s available for two months. ' 2.13 Customer Support and Account Management: . Describe your company’s process for customer-initiated tickets, as it relates to incidents and i support issues. Help desk requests can be submitted via email to our ticketing system or phoned in. Although all tickets can be responded to by any of our engineers, each customer has a primary and secondary support engineer assigned. Based on availability, if they cannot respond in a reasonable time frame the help desk coordinator will assign another engineer to the ticket. [Type here]