A.9.4 Trouble Ticket Reporting Tool (TTRT)
Within six (6) months of IFB STPD 12-001-A Contract award, the Contractor shall provide a Trouble Ticket Reporting Tool (TTRT) that shall be accessible by CALNET 3 CMO and Customers. The TTRT shall be accessible 24×365 except for established maintenance windows. A separate trouble ticket shall be opened for each CALNET 3 circuit, phone number, or service issue.
Electric Lightwave will have by June 1st, a fully enabled trouble ticket reporting tool. The tool is high availability with 24×365 access. Electric Lightwave will notify CALNET 3 of maintenance windows prior to any deployment/upgrade. The tool will allow those with access (ie, IntegraCare login/password) to open trouble related service tickets for each circuit, phone number or service.
The TTRT shall have the capability to partition all CALNET 3 service issues by Customer and the Contractor shall update the status of restoration activities every 60 minutes.
Customers shall have access only to their department’s trouble tickets. The level of access shall be determined by the Customer department management.
Customers shall have online access to the complete trouble ticket data for six (6) months after the trouble ticket has been closed.
Customers shall have access to the complete trouble ticket historical data for 12 months after the trouble ticket has been closed upon Customer request. If the Contractor archives trouble ticket data after six (6) months, then historical data shall be delivered as a text file to the Customer within 10 Business Days of the Customer’s request.
IntegraCare separates all customers into their own account. Entities within the state of California on the CALNET program will see only their data within the secure application.
Trouble ticket data will be available for CALNET for 12 months via the secure trouble ticket reporting tool. Electric Lightwave does not currently archive ticketing data.
The Contractor shall provide CALNET 3 CMO with an authorization level that provides global access to view all CALNET 3 Customer trouble tickets. Providing CALNET 3 CMO individual access IDs to each Customer department is not an acceptable solution. Authorized CALNET 3 CMO staff shall have online access to view the complete trouble ticket data for six (6) months after the trouble ticket has been closed. Authorized CALNET 3 CMO staff shall have access to the complete trouble ticket historical data for 12 months after the trouble ticket has been closed upon CALNET 3 CMO request. If the Contractor archives trouble ticket data after six (6) months then historical data shall be delivered as a text file to the CALNET 3 CMO within ten (10) Business Days of request.
Electric Lightwave is providing the CMO with visibility/access to all the state entities within the CALNET contract using a single login ID. Electric Lightwave can provide as many logins as needed for the CMO. The CMO will have access to all historical trouble ticket data for a time period of no less than 12 months. Electric Lightwave does not archive historical trouble ticket data.
The Contractor’s TTRT shall include the ability for Customers to open a trouble ticket on line or by contacting the Contractor’s Customer Service Center (Section A.3.1) and having a Customer Service Representative open the ticket on the Customer’s behalf.
From the date of Contract award to the time the Contractor achieves compliancy of the TTRT requirements herein, the Contractor must track CALNET 3 service events in the Contractor’s existing trouble ticket tool and provide available data to validate SLA compliance or provide event status upon Customer or CALNET 3 CMO request.
Electric Lightwave will support the opening of trouble tickets two ways. They can call their dedicated CALNET hotline () or go to the CALNET IntegraCare portal and open a trouble ticket from there. Electric Lightwave is ready to support trouble ticketing upon approval of the TTRT.