Formula: Service Timeliness (Total Number of system changes where individual KPI’s were = System Changes not in compliance per month) Measurement Period: Monthly Data Source: Monthly Service Level Report Frequency of Collection: Per monthly review Service Level Measures Individual SL GYR State Service Timeliness System Changes – Green 0 Yellow N/A Red >= 1 User Experience - Service Quality & Timeliness Delivery Date Compliance – Service Objective Specification: Service Quality & Timeliness Delivery Date Compliance – Definition: For service requests activities related to Platform and Application code changes that the Contractor commits to a mutually agreed upon delivery date, the percent of resolutions that are completed by the delivery date. Formula: Total Number of Code Changes adhering to the agreed delivery date Delivery Date = X 100 Compliance Total Number of Code Changes scheduled Measurement Period: Accounting Month Data Source: Monthly Service Level Report Frequency of Collection: Per monthly reporting Service Level Measures Individual SL GYR State Service Quality & Timeliness Delivery Date Compliance – Green >= 95.0% Yellow >= 90.0% and < 95.0% Red < 90.0%
Formula: Service Timeliness System Changes = (Total Number of system changes where individual KPI’s were not in compliance per month) Measurement Period: Monthly Data Source: Monthly Service Level Report Frequency of Collection: Per monthly review Service Level Measures Individual SL GYR State Service Timeliness – System Changes Green 0 Yellow N/A Red >= 1 User Experience - Service Quality & Timeliness – Delivery Date Compliance Service Objective Specification: Service Quality & Timeliness – Delivery Date Compliance Definition: For service requests activities related to Platform and Application code changes that the Contractor commits to a mutually agreed upon delivery date, the percent of resolutions that are completed by the delivery date. Formula: Delivery Date Compliance Total Number of Code Changes adhering to the agreed delivery date = X 100 Total Number of Code Changes scheduled Measurement Period: Accounting Month Data Source: Monthly Service Level Report Frequency of Collection: Per monthly reporting Service Level Measures Individual SL GYR State Service Quality & Timeliness – Delivery Date Compliance Green >= 95.0% Yellow >= 90.0% and < 95.0% Red < 90.0%
0A1213_Enterprise%20MDM%20Supplement%204.docx