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IT Automation: The Quest for Lights Out by Howie Lyke

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PRODUCTION SUPPORT

Projected Workload: 50 hours, 5–6 calls, per month

Task Commitment
Service Hours (On-site) 7:00 AM – 5:00 PM CST
Service Hours(Off-site) All other hours not on-site (through pager rotation)
Year-End Accounting Service Hours 24 hours per day
(On-site/Standby) From the first through the fourth workday of the new year
Backlog (Severity Level 1) 0
Page/Return Phone Call (Primary) Within 15 minutes
Progress Update Within 30 minutes (first update)

--or—

Per time communicated during first update (subsequent updates)
AccountingDaily Batch Processing By 8:00 PM CST
Completion Monday through Friday
AccountingNotification By 8:00 PM CST When Daily Batch Processing is not completed
AccountingOnline Availability ...

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