Next Previous Contents

3.2 Background

This Customer Service Agreement spells out the response which TCC cron-generated maintenance tickets should receive. The idea here is that we should apply the same standards of service to these tickets as we apply to our normal customers.

This agreement also places metrics and performance goals on each of those services so that performance of delivery can be measured. Failure to meet a stated performance goal will indicate an area that needs more attention. Continued failure to meet a given goal is probably an indication that outside resources may be required to properly address the problem.

Problems related to these tickets can be reported to the "reporter" of the ticket in question through the existing ticket system (24 x 7), or by calling the TCC Help Desk at 835-5437.


Next Previous Contents