TCC Customer Service Agreements (CSAs)

Ray Piworunas

-- Quick Table of Contents --

• What is this CSA stuff?
• CSA 1, with TCC staff (as internal users).
• CSA 2, for PM tickets (as internal users).
• CSA 100, with general users.
• CSA 101, with Auxilary Services.
• CSA 102, with Management Department.

1. CSA Introduction

2. CSA # 1 - with TCC Staff (treated as internal customers)

• 2.1 Table of Contents
• 2.2 Background
• 2.3 Identification Details
• 2.4 Monetary Matters
• 2.5 Specifics
• 2.6 Items Covered

3. CSA # 2 - for working with PM (preventative maintenance) tickets (treated as internal customers)

• 3.1 Table of Contents
• 3.2 Background
• 3.3 Identification Details
• 3.4 Monetary Matters
• 3.5 Specifics
• 3.6 Items Covered

4. CSA # 100 - with TCC Users in General

• 4.1 Table of Contents
• 4.2 Background
• 4.3 Identification Details
• 4.4 Metrics and Performance Goals
• 4.5 Monetary Matters
• 4.6 Specifics
• 4.7 TCC Services
• 4.8 Items Covered

5. CSA # 101 - with Auxiliary Services.

• 5.1 Table of Contents
• 5.2 Background
• 5.3 Identification Details
• 5.4 Monetary Matters
• 5.5 Specifics
• 5.6 Items Covered

6. CSA # 102 - with Management Department

• 6.1 Table of Contents
• 6.2 Background
• 6.3 Identification Details
• 6.4 Monetary Matters
• 6.5 Specifics
• 6.6 Items Covered