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Operations and maintenance of the Electronic Capital Planning and Investment Control (eCPIC) application is provided through the SLA (Service Level Agreement), a consortium of Agencies that subscribe on an annual basis to a suite of support services, including software updates, user documentation, help desk support, site visits, and generic training.
The support services of the eCPIC solution are an essential component for successful implementation and use of the tool at an agency. A centralized help desk is established for SLA members to call with questions, requests for functionality changes or enhancements, or issues occurring at their agency. All help desk activities are monitored from 9:00am to 5:00pm Monday through Friday, excluding federal holidays. These activities are reported in Monthly Status Reports to the Change Management Committee (CMC.)
Upon each release or update to the eCPIC software, all documentation is updated to reflect the changes or modifications to the solution. These documentation sets are available from the eCPIC help desk or for download from the members section of the eCPIC Resource Center (ERC) - the centralized website and workcenter for eCPIC SLA members. Included with each release is a Version Description Document (VDD) that contains installation instructions, a list of Change Requests (CRs) addressed in the release, and release notes that detail key topics relating to the eCPIC software.
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