Website has links or electronic versions of SLAs, escalation policy and YES NO Contractor’s ⃝ ⃝ emergency contact information, procedure; contact information Current capability Website has links or electronic versions of the Contract and approved changes YES NO ⃝ ⃝ Current capability Provide the proposed Service Level for each category: Level Response Assignment Status Resolution time Goal: Goal: Reporting Goal: Goal: Minor Cosmetic or Low impact error in a limited process with a workaround available. Major Multiple users are impacted. Where an alternative method may be available the method could involve many individuals. High Performance has degraded or specific functions are not operating correctly. There is not a workaround. Critical The system is inoperable or is substantially not working. Provide your company's service performance results for the past 2 years for each reference provided:
YES ⃝ NO ⃝ Current capability Website has links or electronic versions of Contractor’s SLAs, escalation policy and emergency contact information, procedure; contact information YES ⃝ NO ⃝ Current capability Website has links or electronic versions of the Contract and approved changes Provide the proposed Service Level for each category: Level Response time Goal: Assignment Goal: Status Reporting Goal: Resolution Goal: Minor Cosmetic or Low impact error in a limited process with a workaround available. Major Multiple users are impacted. Where an alternative method may be available the method could involve many individuals. High Performance has degraded or specific functions are not operating correctly. There is not a workaround. Critical The system is inoperable or is substantially not working. Provide your company's service performance results for the past 2 years for each reference provided:
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