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 24x365 except for established maintenance windows. A separate trouble ticket shall be opened for each CALNET 3 circuit, phone number, or service issue.
Integra will have by June 1st, a fully enabled trouble ticket reporting tool @ http://calnet-integracare.integratelecom.com/ . The tool is high availability with 24x365 access. Integra 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.