Beneficiary Hotline All calls are All calls are Response answered within 5 answered within minutes. 8 minutes. Liquidity/Stock 99% of 98% of Monitoring Beneficiaries that Beneficiaries that present themselves present on the themselves on disbursement date, the disbursement receive the full date, receive the disbursement full disbursement allocation. allocation. New / Replacement Within 24 hours Within 48 hours Card Issuance The Service Provider meet, and time is of the essence as to, any service level, project milestones, or key performance indicator specified in this Scope of Work. If the Service Provider fails to discharge the above obligation, the parties to agree specific remedies which shall include, without limitation, the following: {To be agreed} TECHNICAL The Service provider will provide the following technical support services. A 24 hour toll-free hotline for customer support. An email to an {urgent@techsupport.com} immediately pages engineers qualified to fix most problems. Acknowledgment of urgent issues will be issued within five-minutes, 24/7, and will be worked on continuously until the issue is resolved or deescalated. The general support email for issues is {support@techsupport.com}; response within one business day. SCI Service Provider shall represent and warrant that it has developed and continues to maintain a comprehensive written information security program consistent with leading information security standards and best practices. Service Provider shall, upon SCI’s request, provide assurance on compliance with data protection and information security requirements including administrative, technical, and physical safeguards to ensure the security and confidentiality of SCI information and prevent its unauthorized use or disclosure.
Beneficiary Hotline Response All calls are answered within 5 minutes. All calls are answered within 8 minutes. Liquidity/Stock Monitoring 99% of Beneficiaries that present themselves on the disbursement date, receive the full disbursement allocation. 98% of Beneficiaries that present themselves on the disbursement date, receive the full disbursement allocation. New / Replacement Card Issuance Within 24 hours Within 48 hours The Service Provider meet, and time is of the essence as to, any service level, project milestones, or key performance indicator specified in this Scope of Work. If the Service Provider fails to discharge the above obligation, the parties to agree specific remedies which shall include, without limitation, the following: {To be agreed} The Service provider will provide the following technical support services. A 24 hour toll-free hotline for customer support. An email to an {urgent@techsupport.com} immediately pages engineers qualified to fix most problems. Acknowledgment of urgent issues will be issued within five-minutes, 24/7, and will be worked on continuously until the issue is resolved or deescalated. The general support email for issues is {support@techsupport.com}; response within one business day. SCI Service Provider shall represent and warrant that it has developed and continues to maintain a comprehensive written information security program consistent with leading information security standards and best practices. Service Provider shall, upon SCI’s request, provide assurance on compliance with data protection and information security requirements including administrative, technical, and physical safeguards to ensure the security and confidentiality of SCI information and prevent its unauthorized use or disclosure. TECHNICAL
Part%204a%20-%20Scope%20of%20Work%20-%20Closed%20Loop.DOCX