Table I.6.2-1: System Problem Resolution Service Levels, Measurable Events, and Target Levels Measurable Event Service Requirement Calculation Measurement Interval Timely Resolution of Severity 1: 100% within _ Severity Level 1 Number of Measure = Monthly; – System Problems and hours requests resolved within _ hours / Report Period = Trouble Tickets total incidents = "Service Level Severity Level 2: 90% within __ Quarterly Attained" (_) business days Severity Level 2 Number of – Severity Level 3: 85% within __ requests resolved within _ business / (__) business days total = "Service Level Attained" Severity Level 3 Number of – requests resolved within __ business days / total incidents = "Service Level Attained" I.7 Application Configuration Modification This Service Level Agreement includes ensuring that the Bidder proactively addresses application change requests submitted by the . In this context, application problems and change requests fall into two categories urgent and all others. – I.7.1 Application Configuration Modification This Service Level Agreement between the Bidder and the includes the provision of Application Configuration Modification. Table I.7.1-1 describes all Bidder committed service levels, measurable events and target levels for Application Modification and Upgrade. Table I.7.1-1Application Configuration Modifications Service Levels, Measurable Events, and Target Levels Measurable Event Service Level Requirement Calculation Measurement Interval Timely Proposal For __% of approved change Performance = Number of Measure = monthly; Development in requests designated as Urgent by Preliminary Responses in Report Period = Monthly Response to the , provide a preliminary response to Urgent change response to the request to the requests provided within 1 Application business day of when request Change Requests and the Administrator submitted / Total number of Urgent Submitted with an within one (_) business day and change requests Urgent Designation. complete request within timeline See the definition of mutually agreed to by the in Appendix “Urgent” Administrator and the SI I: Section 1.3 Contractor. Definitions.
Table I.6.2-1: System Problem Resolution Service Levels, Measurable Events, and Target Levels Measurable Event Service Requirement Calculation Measurement Interval Timely Resolution of System Problems and Trouble Tickets Severity 1: 100% within _ hours Severity Level 2: 90% within __ (_) business days Severity Level 3: 85% within __ (__) business days Severity Level 1 – Number of requests resolved within _ hours / total incidents = "Service Level Attained" Severity Level 2 – Number of requests resolved within _ business / total = "Service Level Attained" Severity Level 3 – Number of requests resolved within __ business days / total incidents = "Service Level Attained" Measure = Monthly; Report Period = Quarterly I.7 Application Configuration Modification This Service Level Agreement includes ensuring that the Bidder proactively addresses application change requests submitted by the . In this context, application problems and change requests fall into two categories – urgent and all others. I.7.1 Application Configuration Modification This Service Level Agreement between the Bidder and the includes the provision of Application Configuration Modification. Table I.7.1-1 describes all Bidder committed service levels, measurable events and target levels for Application Modification and Upgrade. Table I.7.1-1Application Configuration Modifications Service Levels, Measurable Events, and Target Levels Measurable Event Service Level Requirement Calculation Measurement Interval Timely Proposal Development in Response to Application Change Requests Submitted with an Urgent Designation. See the definition of “Urgent” in Appendix I: Section 1.3 Definitions. For __% of approved change requests designated as Urgent by the , provide a preliminary response to the request to the and the Administrator within one (_) business day and complete request within timeline mutually agreed to by the Administrator and the SI Contractor. Performance = Number of Preliminary Responses in response to Urgent change requests provided within 1 business day of when request submitted / Total number of Urgent change requests Measure = monthly; Report Period = Monthly