First Contact Resolution __% First Contact Resolution Number of contacts resolved Measure = Weekly; Rate Rate; excluding scheduled on the first contact / total Report Period = Monthly during outages for maintenance and contacts = "Service Level implementation. Quarterly post support. Attained" (Average) implementation. Incident Closure Notice __% of the Incident Closure Number of closures / Interval = Weekly; (via e-mail) Notices will be sent within 60 number of closure notices Report Period = Monthly during minutes of incident closure. within 60 minutes (Average) implementation. Quarterly post implementation. I.5.2 Administration and Security This Service Agreement between the Bidder and the includes the provision of Administration and Security. Table I.5.2-1 describes all Bidder committed service levels, measurable events and target levels for Administration and Security. The SLA below applies to the security requirements defined in Appendix F: Functional Requirements. Table I.5.2-1: Administration and Security Service Levels, Measurable Events, and Target Levels Measurable Service Level Requirement Calculation Measurement Interval Security Incident Reporting Complete Incident Report and Per incident Per incident and Resolution - Report submit to the and resolve detection of Administrator and unauthorized or accidental Information Security Officer modification by SPP staff. within __ hours of the incident Destruction, disclosure, following reporting loss, or unauthorized requirements defined in access to workflow _____. configurations and databases, as well as Resolution of the security incidents involving loss, incident must occur in damage, or misuse of accordance with _____ information assets. response and resolution thresholds.
First Contact Resolution Rate __% First Contact Resolution Rate; excluding scheduled outages for maintenance and support. Number of contacts resolved on the first contact / total contacts = "Service Level Attained" (Average) Measure = Weekly; Report Period = Monthly during implementation. Quarterly post implementation. Incident Closure Notice (via e-mail) __% of the Incident Closure Notices will be sent within 60 minutes of incident closure. Number of closures / number of closure notices within 60 minutes (Average) Interval = Weekly; Report Period = Monthly during implementation. Quarterly post implementation. I.5.2 Administration and Security This Service Agreement between the Bidder and the includes the provision of Administration and Security. Table I.5.2-1 describes all Bidder committed service levels, measurable events and target levels for Administration and Security. The SLA below applies to the security requirements defined in Appendix F: Functional Requirements. Table I.5.2-1: Administration and Security Service Levels, Measurable Events, and Target Levels Measurable Service Level Requirement Calculation Measurement Interval Security Incident Reporting and Resolution - Report and resolve detection of unauthorized or accidental modification by SPP staff. Destruction, disclosure, loss, or unauthorized access to workflow configurations and databases, as well as incidents involving loss, damage, or misuse of information assets. Complete Incident Report and submit to the Administrator and Information Security Officer within __ hours of the incident following reporting requirements defined in _____. Resolution of the security incident must occur in accordance with _____ response and resolution thresholds. Per incident Per incident
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