Working Hours Working Hours Phone Phone Email Email Issue Escalation Name Name Working Hours Working Hours Phone Phone Email Email On-Call Standby Support Name Name Working Hours Working Hours Phone Phone Email Email Services General ICT Services Contract management Requirements Anomalies Liquidated Damages Liquidated suggested by the GSA Damages proposed by the Tenderer The designated Contract E-mails or phone calls 1% of the Basic service Manager or his deputy not answered on the price for the month must be reachable on next business day with the anomaly, for every working day each anomaly occurrence. In case of a pending E-mails or phone calls 5% of the Basic service operational problem, the not answered as price for the month Contract manager or his requested with the anomaly deputy or a person designated by them as responsible for the problem must be respond to calls or e-mails within 30 minutes Meeting agenda shall be Non-compliance 1% of the Basic service submitted to GSA at least price for the month 24 hours before meeting with the anomaly start Draft meeting minutes Non-compliance 1% of the Basic service must be submitted to the price for the month GSA within 72 hours after with the anomaly meeting end
Working Hours Phone Email Working Hours Phone Email Issue Escalation Name Working Hours Phone Email Name Working Hours Phone Email On-Call Standby Support Name Working Hours Phone Email Name Working Hours Phone Email Services General ICT Services Contract management Requirements Anomalies Liquidated Damages suggested by the GSA Liquidated Damages proposed by the Tenderer The designated Contract Manager or his deputy must be reachable on every working day E-mails or phone calls not answered on the next business day 1% of the Basic service price for the month with the anomaly, for each anomaly occurrence. In case of a pending operational problem, the Contract manager or his deputy or a person designated by them as responsible for the problem must be respond to calls or e-mails within 30 minutes E-mails or phone calls not answered as requested 5% of the Basic service price for the month with the anomaly Meeting agenda shall be submitted to GSA at least 24 hours before meeting start Non-compliance 1% of the Basic service price for the month with the anomaly Draft meeting minutes must be submitted to the GSA within 72 hours after meeting end Non-compliance 1% of the Basic service price for the month with the anomaly
gsa-op-01-17_annex_i.h.1_service_level_agreement_lot_1.docx