Paradigm_PS_Status_Report_March_2024 2.pptx

PARADIGM Production Support – Summary

PARADIGM/AUGUSTA Combined SLA

Operational Updates​

PARADIGM Production Support- Alerts (Monitoring) - YTD

Incidents Raised YTD

Incidents Resolved By Application - YTD

Average INC hours spent – AUGUSTA Support Team

Incidents Received vs Resolved

SR Received vs Resolved – YTD

SR Resolved – March

SR Received – YTD

Average SR Hours spent – AUGUSTA Support

Average SR Hours spent – PARADIGM Support

Annexure

1. Paradigm PS- OFFSHORE MONTHLY Status Update –MARCH 2024

2. CONTENT Augusta Hitech 2024 ©

3. PARADIGM Production Support – Summary Incidents raised by Augusta Support Team : 57 Incidents received: 58 Incidents resolved by Augusta Support Team: 49 Incidents resolved by Paradigm Support Team: 9 Service Requests (SR) received: 86 SR resolved by Augusta Support Team: 53 SR resolved by Paradigm Internal: 25 SR in queue for  Augusta Support Team: 4 SR in queue for Paradigm Internal: 4 Augusta Support Team SLA : 97% Paradigm/Augusta Combined SLA: 93% Incidents Service Requests

4. Paradigm/Augusta combined sla

5. Operational Updates L1 from Augusta Support started to handle Service Requests. L2 from Augusta Support started to work on code bugs and enhancements. Augusta Hitech 2024 ©

6. PARADIGM Production Support- Alerts (Monitoring) - YTD Augusta Hitech 2024 © Note: The increase in prod aged alerts(Relates to aging files) is due to Keyscripts not picking up tin file & ,  careworks not picking up the bills on weekends.

7. Augusta Hitech 2024 © Incidents raised YTD We had most issues on Job failure(7), Bill processing failure (4), ECHO payment errors(5) in March

8. Augusta Hitech 2024 © Incidents resolved By Application - YTD

9. Augusta Hitech 2024 © Average INC Hours spent – AUGUSTa support team

10. Augusta Hitech 2024 © Incidents received vs resolved High number of issues in March due to Job failure(7), Bill processing failure (4), ECHO payment errors(5)

11. SR Received vs resolved -YTD Augusta Hitech 2024 ©

12. SR Resolved - March Augusta Hitech 2024 © We needed Paradigm support team help on resolving rest of the SR's and few are in queue to be resolved in May.

13. SR received - ytd Augusta Hitech 2024 ©

14. SR RESOLVED – YTD Augusta Hitech 2024 ©

15. Augusta Hitech 2024 © Average SR Hours spent – Augusta support

16. Augusta Hitech 2024 © Average SR Hours spent – Paradigm Support

17. THANK YOU Augusta Hitech 2024 ©

18. ANNEXURE Augusta Hitech 2024 ©

19. Team EDI Support L1 Support L2 Support Santhosh Devaraj Dinesh Rushikesh Senthil Coverage IST 4PM - 4:30PM 4:30 PM - 01:30 AM 7:30 PM - 5:30 AM 5:30 AM -7 AM 7 AM - 4 PM CST 4:30 AM-5:00 AM 5 AM - 2 PM 8 AM -6 PM 6 PM -7:30 PM 7 :30 PM - 4:30 AM Resource Gap Santhosh Dinesh Gap Devaraj Senthil Rushikesh Augusta Hitech 2024 ©

20. Service request process SR process Flow Augusta Hitech 2024 ©

21. Incident process Incident process Flow Augusta Hitech 2024 ©

22. L1 Responsibilities Augusta Hitech 2024 ©

23. PARADIGM PS- RISK & issue MANAGEMENT # RISK/SSUE WHAT PRIORITY OPENED ON Mitigation/Contingency Plan Comment 1 Risk Coverage Medium 03/20/2023 No back up resource available for both L1 & L2 Resource on emergency or planned leave