External (Sharepoint) Documentation - SLA, incident management process

[scleary1cs]

Story

As a , so that , I need _.

Pre-conditions

• [ ] Assumptions of prior or future work that's out of scope for this story

Acceptance Criteria

• [ ] Required outcomes of the story

Tasks

Research

• [ ] Research work needed to complete the story
• [ ] Foundational: High-level research that will support this and future efforts

Engineering

• [ ] Engineering work needed to complete the story
• [ ] Foundational: Technical runway work to support this and future efforts

Definition of Done

• [ ] Documentation tasks completed
  • [ ] Documentation and diagrams created or updated
  • [ ] Implementation guide (/ig folder)
  • [ ] ADRs (/adr folder)
  • [ ] Main README.md
  • [ ] Other READMEs in the repo
  • [ ] If applicable, update the ReportStream Setup section in README.md
  • [ ] Threat model updated
  • [ ] API documentation updated
• [ ] Code quality tasks completed
  • [ ] Code refactored for clarity and no design/technical debt
  • [ ] Adhere to separation of concerns; code is not tightly coupled, especially to 3rd party dependencies
  • [ ] Code is reviewed or developed by pair; 1 approval is needed but consider requiring an outside-the-pair reviewer
  • [ ] Code quality checks passed
• [ ] Security & Privacy tasks completed
  • [ ] Security & privacy gates passed
• [ ] Testing tasks completed
  • [ ] Load tests passed
  • [ ] Unit test coverage of our code >= 90%
• [ ] Build & Deploy tasks completed
  • [ ] Build process updated
  • [ ] API(s) are versioned
  • [ ] Feature toggles created and/or deleted. Document the feature toggle
  • [ ] Source code is merged to the main branch

Research Questions

• Optional: Any initial questions for research

Decisions

• Optional: Any decisions we've made while working on this story

Notes

• Optional: Any reference material or thoughts we may need for later reference

[scleary1cs]

We need to create a documentation package that adheres to the spirit of the SLA. We can borrow heavily from the incident management process.

Keep in mind our current thinking on the ReportStream ETOR Help Desk Options (sent via email on 11/05/24 subject "ReportStream ETOR Help Desk Options": Option Two: Utilizing the ReportStream Help Desk

This option was originally proposed but needs further clarification. Considerations:

• Communication: It’s unclear if the Index Analytics team has been fully briefed on this option, which is crucial for alignment and implementation.
• Contractual Changes: There may be a need to adjust existing contracts to facilitate this option. I don't have insight into how Index Analytics staff this contract and while I doubt the volume of tickets coming in will be very high, they may require a contract change to incorporate an additional use case.
• SLA Alignment: The current internal "SLA" has less stringent parameters than what the CDC and our team originally thought necessary. It will be important to establish clear agreements on issue severity and response times to ensure effective management of requests.

Spirit of the SLA can be found here. DRAFT ReportStream SLA - customer facing section - 15May2024 .docx

[scleary1cs]

@amcnuttJMC this is the story you asked to be tagged in.

[brick-green]

@halprin Can you provide some current work?

[halprin]

@amcnuttJMC, I updated the process documentation page in Notion. @brick-green, feel free to review. We already have an Internal Incident Management Process folder in SharePoint. Any updates would probably go in there.