Managed Services Service Levels: Service Request Responsiveness Prompt response to Service Requests for adds, modifications and deletions within specified timeframe according to urgency or critical nature of the request. This Service begins upon completion of agreed production acceptance criteria and a measurement period as documented in the transition to production plan. Formal submission of Service Requests will be made by the State Project Manager or designee. Tier 1: Adds, modifications or deletions that are critical to the operation and elements of the solution Tier 2: Adds, modifications or deletions that are semi-critical to the operation and decision-making elements of the solution Tier 3: Adds, modifications or deletions that are not critical to the operation of the solution to the operation and decision-making elements of the solution Measurement: Service Request Elapsed Time will be will be measured from the time the State submits a Service Request to the point in time the Contractor demonstrates completion of the request. This elapsed time will be expressed in business days as a decimal number, to two positions after the decimal point, that reflects the hours and minutes expended to meet the request. Measurement Data Collection SL SL Measure GYR Period Source Frequency Formula Mean Time Tier to 1:>2 Complete Tier days Response 1:<= and (Expressed 2 Tier <= 3 in days 1:>3 days Business days Days) = Tier Tier Daily, Monthly (Total 2:<= Tier 2:>4 Accounting Service Per Issue elapsed 4 2:>6 days Month Report time for all days days and completed <= 6 Tier X Tier days requests) ÷ Tier 3:>8 (Total 3:<= days Tier Number of 6 3:>6 completed days days Tier X and Requests)
Managed Services Service Levels: Service Request Responsiveness Prompt response to Service Requests for adds, modifications and deletions within specified timeframe according to urgency or critical nature of the request. This Service begins upon completion of agreed production acceptance criteria and a measurement period as documented in the transition to production plan. Formal submission of Service Requests will be made by the State Project Manager or designee. Tier 1: Adds, modifications or deletions that are critical to the operation and elements of the solution Tier 2: Adds, modifications or deletions that are semi-critical to the operation and decision-making elements of the solution Tier 3: Adds, modifications or deletions that are not critical to the operation of the solution to the operation and decision-making elements of the solution Measurement: Service Request Elapsed Time will be will be measured from the time the State submits a Service Request to the point in time the Contractor demonstrates completion of the request. This elapsed time will be expressed in business days as a decimal number, to two positions after the decimal point, that reflects the hours and minutes expended to meet the request. Measurement Period Data Source Collection Frequency SL Formula SL Measure GYR Daily, Accounting Month Monthly Service Report Per Issue Mean Time to Complete Response (Expressed in Business Days) = (Total elapsed time for all completed Tier X requests) ÷ (Total Number of completed Tier X Requests) Tier 1:<= 2 days Tier 2:<= 4 days Tier 3:<= 6 days Tier 1:>2 days and <= 3 days Tier 2:>4 days and <= 6 days Tier 3:>6 days and Tier 1:>3 days Tier 2:>6 days Tier 3:>8 days
0A1185_Supplement%201%20-%20Scope%20of%20Work.docx