Schedule N - Problem Incident Management Procedures


What is the purpose of this Schedule?

Who develops the supporting documents required to update the schedule?

When should the schedule be created?

When is this particular schedule used?

when will an attachment or exhibit need to be created for this schedule?


Information covered in Schedule N Attachments and Exhibits


What is the purpose of this Schedule? The purpose of Schedule N is to set out TELUS' obligations with respect to Problem and Incident alert, escalation, management and resolution procedures regarding the services provided under the TSMA. 
Who develops the supporting documents  required to update the Schedule? Changes within the schedule will be developed by the vendor, TELUS, and then reviewed/negotiated with the Province.
When should the Schedule's supporting documents be created? As a schedule applies to all services under the TSMA,  when adding a new service, either a new attachment or a new exhibit (or both) may be required to be added to the schedule.  The appropriate document(s), attachment and/or exhibit, are always created by TELUS after the Province has documented their requirements and the requirements have been reviewed and agreed to by the Vendor (TELUS) via a Term Sheet negotiated by the Province's Legal Representative.
When is this particular schedule used? This schedule is used when determining the Problem Incident Management requirements for a new service.
When will an attachment or exhibit need to be created for this Schedule?

It is important that you review all the requirements for this new service, then review the TSMA to view what is already provided and document any gaps. 

An attachment or exhibit will need to be created when there are gaps between what is already covered in the schedule in the TSMA and the requirements for the specific service being onboarded.  These gaps are captured in your requirements document.

Tips: For example, refer to TSMA Attachment N1.

Information Covered in Schedule N Attachments and Exhibits

This is the type of information covered in this Schedule:

  1. TELUS Single Point of Contact
  2. Hours of Availability
  3. Monitoring
  4. Notification and Classification
  5. Diagnosis and Resolution
  6. GPS Entity Contacts
  7. Coordination with other Service Providers
  8. Chronic or Repeated Incidents
  9. Reporting
  10. Escalation
  11. Priority level categorization criteria
  12. Travel hours
  13. Incident Management Description
  14. Monitoring
  15. Notification
  16. Support
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