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The ONC Issue Tracking System - The Office of the National Coordinator for Health Information Technology
The ONC Issue Tracking System - The Office of the National Coordinator for Health Information Technology

Service Level Agreement


 

Outage Communication

Level of Severity Description of Severity Initial Response Within:
Level 1 Production application down, or major malfunction high numbers of staff unable to perform their normal functions. 4 working hours
Level 2 Serious degradation of application performance or functionality. 8 working hours
Level 3 Production application issue that has moderate impact 12 working hours

Outage Notice Schedule

In the event of a planned outage for system maintenance, notification emails will be sent out to all JIRA users according to the following schedule:

  • First notice – Sent 3 to 4 days prior
  • Second notice – Sent 1 to 2 days prior
  • Final notice – Sent same day as outage
  • Restore communication – Sent immediately following outage

Access Control Requests

Definition – Provisioning of system users (e.g., user names and passwords, roles and group membership, etc.).
Process for making request – Contact JIRA Administrator per instructions in SOP.
Timeframe for response – Ad-hoc 24 hour initial response for requests received during normal business hours 8am to 5pm ET. Discussed during weekly status updates.
Owner – JIRA Administrator

Space Development Requests

Definition – A Confluence space is the team-collaboration platform that allows users to create and share pages, blogs, and meeting minutes.
Process for making request – Contact Project Manager per instructions in SOP.
Timeframe for response – Ad-hoc 24 hour initial response time for requests received during normal business hours 8am to 5pm ET. Discussed during weekly status updates. Nature of request may require new design process to estimate schedule and level of effort.
Owner – JIRA Administrator

Emergency Change Requests

Definition – High priority issue affecting system functionality, or performance, needing immediate remedy.
Process for making request – Contact JIRA Administrator per instructions in policy and procedure manual.
Timeframe for response – See “Emergency change requests response time table” below. Response times based on requests received during normal business hours 8asm to 5pm ET.
Owner – JIRA Administrator