Help Desk This Service Level Agreement between the Contractor and FPPC includes the provision and integration of Help Desk Services. The following table describes all Contractor committed service levels, measurable event and target levels for Help Desk Services. The Contractor will manage and coordinate with OTech or any other entity in performing their activities. The following service levels are applicable to 1st level (Program Participants only) and 2nd level and higher support. Help Desk Service Levels Measurable Event Service Level Requirement Calculation Measurement Interval 90% of calls will be answered < 60 Help Desk Call Answer seconds by live person (The Number of calls answered / total – Measure = Monthly; Prime Time (FPPC staff and Contractor shall use automated Help calls = "Service Level Attained Report Period = Quarterly Program Participants) Desk software to track and manage (Average) Help Desk calls). Number of calls answered / total Help Desk Call Answer 85% of calls will be answered < 60 Measure = Monthly; – calls = "Service Level Attained Non-Prime Time seconds. Report Period = Quarterly (Average) 70% First Call Resolution Rate; Number of calls resolved on the First Contact Resolution Measure = Monthly; excluding scheduled outages for first call / total calls = "Service Rate (Prime Time) Report Period = Quarterly maintenance and support Level Attained" (Average) No Help Desk Lines Number of occurrences. Measure = Monthly; Available (Prime Time and Zero occurrences (Average) Report Period = Quarterly Non-Prime Time combined) Incident Closure Notice (via Number of closures / number of 95% Functional SLA PLUS 30 Measure = Monthly; e-mail) (Prime Time and closure notices within 30 minutes of closure Report Period = Quarterly Non-Prime Time combined) minutes (Average) Provide 100% monthly review of Severity Level 1, Severity Level 2, Monthly Root Cause Analysis / Measure = Monthly; Root Cause Analysis and recurring problem areas and 12 (Average) Report Period = Quarterly resolutions within 30 days.
Help Desk This Service Level Agreement between the Contractor and FPPC includes the provision and integration of Help Desk Services. The following table describes all Contractor committed service levels, measurable event and target levels for Help Desk Services. The Contractor will manage and coordinate with OTech or any other entity in performing their activities. The following service levels are applicable to 1st level (Program Participants only) and 2nd level and higher support. Help Desk Service Levels Measurable Event Service Level Requirement Calculation Measurement Interval Help Desk Call Answer – Prime Time (FPPC staff and Program Participants) 90% of calls will be answered < 60 seconds by live person (The Contractor shall use automated Help Desk software to track and manage Help Desk calls). Number of calls answered / total calls = "Service Level Attained (Average) Measure = Monthly; Report Period = Quarterly Help Desk Call Answer – Non-Prime Time 85% of calls will be answered < 60 seconds. Number of calls answered / total calls = "Service Level Attained (Average) Measure = Monthly; Report Period = Quarterly First Contact Resolution Rate (Prime Time) 70% First Call Resolution Rate; excluding scheduled outages for maintenance and support Number of calls resolved on the first call / total calls = "Service Level Attained" (Average) Measure = Monthly; Report Period = Quarterly No Help Desk Lines Available (Prime Time and Non-Prime Time combined) Zero occurrences Number of occurrences. (Average) Measure = Monthly; Report Period = Quarterly Incident Closure Notice (via e-mail) (Prime Time and Non-Prime Time combined) 95% Functional SLA PLUS 30 minutes of closure Number of closures / number of closure notices within 30 minutes (Average) Measure = Monthly; Report Period = Quarterly Root Cause Analysis Provide 100% monthly review of Severity Level 1, Severity Level 2, and recurring problem areas and resolutions within 30 days. Monthly Root Cause Analysis / 12 (Average) Measure = Monthly; Report Period = Quarterly
8620-006%20EXHIBITS%20SEI%20Enhanced%20Filing%20System%20IFB.docx