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1.0.1 Project Information:
Project Name Momentive Performance Materials
Client Name and Location Momentive Performance Materials, Waterford US
PPC id 04450499
Key Client Contact Person Jacky Wright
Project Start Date 01/04/2005
Scheduled Project End Date 31/03/2008
Project Manager Laxmi Manchikalapudi
Total Estimated Effort 36 full time employees per month. 24*5 in office and on call support during weekends during entire project duration.
Project Type : T&M or fixed Fixed
1.0.2 Project Charter :
1.0.3 Project Deliverables and Acceptance Criteria :
Deliverable Name Initial Due Date Revised Date Acceptance Criteria Comments
BC case acceptance Na Na The ticket should be accepted within 15 minutes of login If violated it misses the SLA and escalates
Urgent Case Na Na The ticket should be accepted within 2 hours of login If violated it misses the SLA and escalates
Normal Case Na Na The ticket should be accepted within 8 hours of login If violated it misses the SLA and escalates
Issues per day 1st quarter 2nd quarter 7% reduction Reviewed on quarter on quarter
Reopen cases 1st quarter Subsequent quarters 2% Reviewed on quarter on quarter
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