Mezzanine Problem Management deliverables - SLA/KPI
- Henry Duckitt (Unlicensed)
Analytics
Mezzanine Problem Management SLA are described in the table below:
Incident Priority | Problem Management Root Cause Analysis (RCA) SLA/KPI |
1 | Mezzanine will deliver an RCA report within 5 business days of a P1 Incident being raised. KPI is 100% |
2 | Mezzanine will deliver an RCA report within 10 business days of a P2 Incident being raised. KPI is 100% |
3 | Mezzanine will deliver an RCA report on request by Vodafone and to a mutually agreed timescale. |
Root Cause Analysis (RCA) reports will then be created by Vodafone Problem Management, with input from the suppliers, for all P1 and P2 Incidents.
RCA for P3 Incidents can be requested by Vodafone Group or the Vodafone OpCo on a case-by-case basis.
RCA will also be required when any SLA are breached by the Supplier.
The RCA will address the following:
- Incident Description
- Service Affected
- CMI Tracking Ticket number
- Impact
- Services Impacted
- Severity of Impact
- Duration of Service Impact
- Start Time
- End Time
- Root Cause
- Description of what broke and why it broke
- Corrective Actions
- Detailed list of corrective actions taken to resolve the issue
- Preventive Measures
- Proactive / reactive problem recognition and analysis