CQC Solutions announces Clarity PPM Support Service

1. Clarity Support February 2010

2. CQC Clarity Support is aimed at any Client who cannot or does not want to provide Clarity support from within their own organisation. CQC Clarity Support is designed to offer expert advice and resolution from Tier 1 Helpdesk issues, through to hand off with CA (Tier 3) for bugs or enhancement requests. Who is the service for?

4. Falls within Tier 2 support activities (defect can be fixed within half a working day)

5. Requires Escalation required to software vendor CQC Solutions Tier 1 Support activities include: Creation, deletion, re-setting or modification of Clarity User accounts Creation, deletion or modification of Clarity OBS structures Addition of fields Amendment of look up values Addition of process steps CQC will register cases with the Vendor Support Site and update case history. Note this does not include undertaking investigation activities on behalf of the client

7. If defect can be resolved within half a work day, the defect will be fixed. (see Limitations)

8. Resolution of Clarity interface issues subject to:

9. Full documentation being provided by the original developers

10. The interface does not include any Clarity customisation

11. The Client will provide the appropriate expertise for the B end system of the interface.

12. Investigation of User performance issues up to half a working day of effort and includes:

13. Query refinement

14. Advisory with Clients Operations Team

15. Advisory CA On Demand Team

16. For cases raised on behalf of the client, CQC will conduct up to half a working day effort to investigate issues with Vendor Support and or assist in the completion of escalation forms, business cases etc. (see Limitations)Scope of Support - Tier 2

17. CQC Solutions will: Provide Support 08:00 to 20:00 UK Time. Acknowledge 90% of User calls or Emails within 15 minutes of receipt, during the agreed period of cover. Provide resolution/escalation for 90% of issues within 2 working hours where they have been identified to be within the scope of tier 1 and 2 activities Where the defect has been escalated to Vendor support, CQC Solutions will Raise a case on the vendor support site by the end of the working day in the initial case was raised by the end user Undertake half day of effort for investigation of issue with Vendor Participate in weekly update calls with vendor, when requested by the client Service Level

18. CQC Solutions will only support interfaces where the interface is comprehensively documented and where a formal handover and acceptance has been made to CQC Solutions. Where new Lines of Business functionality is being modified or added, prior to the transfer into support CQC Solutions will evaluate, provide UAT support and assess the new/modified functionality for suitability of purpose and supportability. The assessment will also determine what the likely support requirements will be and the anticipated impact on the ability of the CQC Solutions Support team to provide cover. Where an issue requires re-configuration of Clarity, CQC Solutions will provide half day free of charge, should CQC Solutions believe a modification is in fact a Change or likely to take longer than a half day, they will provide the Client with a time estimate for the change. Limitations

19. CQC Solutions will be using the Standard Incident Management functionality in Clarity A separate Partition has been set up on the CQC Clarity Support Instance Benefits: Unique Client specific auto-numbering of Incidents (000001) Resources held in Database allowing Incidents to be associated with a specific Client Resources, and automatic Email notifications sent out upon initial creation, update, follow up or completion of an Incident Limited Client Resources will have access to the CQC Clarity Instance and will be able to view and download live Reports on Incident Management at any point in time Resources can also check and investigate the current status of Incidents and track progress and solutions. Incident Management Process 7

21. Incident is logged in Clarity

22. Automatic Email sent to both Client Resource who raised Incident and CQC Support Resource the Incident has been Assigned to

23. Email will detail Priority, Assigned Support Contact and Target Resolution date and time.

24. Manual updates or solution sent from Clarity Admin

25. Upon Completion the Incident will be closed with automatic email closing Incident sent out2 Call/Contact Requestor and Request More Information Enhancement Request/Work Around Raise Ticket with CA and Email requestor with Updates 3 4 Raise Ticket with Infra team Email requestor with Update

26. 9 Creating an Incident Category: Allows Classification of Incidents Status: New, WIP, On Hold, Escalated, Closed Priority: Low, Medium, High Raised By: Lookup to Vodafone Resources Description: Detail of Incident Attachment: Email or any files to support Incident

28. The filter allows the user to search for an individual ticket by entering the ID, or by Priority (as above Medium), Status and who the Incident(s) are assigned to or indeed a combination of all 4.

29. Manual column sorting can also be performed to sort by Category or Created date for example.

30. By clicking on the Actions dropdown the Report can also be easily exported to Excel.