Appendix B - Minimum Support Obligations.pdf
PDF 233 KB Posted
- Attached to
- GOOGLE ANALYTICS IMPLEMENTATION IFB
- Solicitation number
- 2135942
- Issued by
- New York
About this file
This document is an appendix detailing minimum support obligations for the New York State Information Technology Services (ITS) Google Analytics Implementation contract. The contractor, as an authorized reseller partner of Google Marketing Platform Services, must provide implementation support, ongoing maintenance, and training for Google Analytics 360, Optimize 360, Surveys 360, and Tag Manager 360 products. For Analytics 360, the contractor must deliver commercially reasonable initial and ongoing implementation guidance for one property of ITS's choosing, with mobile SDK support limited to the current version and the immediately preceding version for six months post-release. The contractor will provide tiered support services based on event volume, ranging from 2 hours per month for up to 25 million events to 10 hours per month for 2.5 billion events or more. All four products include free webinar-based training classes delivered by Google, with the contractor responsible for escalating unresolved issues to Google's engineering team.
The support structure establishes specific response and resolution timeframes across multiple channels. Chat support targets initial response within 5 minutes and resolution or workaround within 24 business hours, while email support targets 24-hour initial response and 48-hour resolution timeframes. Priority-based escalation procedures apply, ranging from P0 (Critical) with 1-hour engineering response targets to P4 (Low Priority) with 1-year response targets. For Optimize 360 and Surveys 360, the contractor may charge ITS for front-end technical support exceeding 4 hours per month. The contractor maintains discretion to adjust priority designations if initial classifications do not align with established descriptions, and must notify ITS of any adjustments as soon as practicable. Response and resolution times may extend beyond stated targets during non-business hours, unexpected operational unavailability, high contact volume, or when escalations to engineering teams are required.
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Page 1 of 5 Appendix B – Minimum Support Obligations
ITS Contract # C000975 - Google Analytics Implementation
IFB # C000975 – Google Analytics Implementation
Appendix B - Minimum Support Obligations
In conjunction with Contractor’s resale of the Analytics Service, Contractor will provide to ITS, at a minimum, the following applicable support and training related to the service Contractor is reselling Google Analytics 360.
Analytics 360
INSTALLATION SUPPORT:
Contractor will provide commercially reasonable initial and ongoing implementation guidance for Analytics 360 for 1 Property of ITS’s choosing. With respect to Mobile SDKs, any implementation support provided by Contractor will be limited to: (i) the then-current Mobile SDK and (ii) for a period of 6 months after the release date of the then-current Mobile SDK, the version of the Mobile SDK that immediately preceded the then-current Mobile SDK.
ON-GOING SUPPORT:
Contractor will use commercially reasonable efforts to meet target response and resolution timeframes substantially similar to those set forth below. The priority level of support cases logged by ITS will initially be designated by ITS, in its reasonable discretion based on the descriptions in the table at the link above. Contractor Customer Support may lower the priority level designation of any case (a “Priority Adjustment”) if Contractor, in its reasonable discretion, believes that ITS’s initial priority designation does not comport with the descriptions in the table. Contractor Customer Support will notify ITS as soon as is reasonably practicable of any Priority Adjustment. Contractor Customer Support may also perform a Priority Adjustment while permanent solutions are being developed, as soon as a workaround solution is implemented.
With respect to Mobile SDKs, on-going support provided by Contractor will be limited to: (i) the then-current Mobile SDK and (ii) for a period of 6 months after the release date of the then-current Mobile SDK, the version of the Mobile SDK that immediately preceded the then-current Mobile SDK.
Target resolution times are goals. Depending on the volume and severity of tickets submitted, response times and time to resolution may vary. Occasionally an issue needs to be escalated to our engineering team. In such cases, it may take more time to resolve the issue. Contractor’s Customer Support representative will keep ITS informed throughout the process.
In addition to the above on-going support:
1. For purchasing Google Analytics 4 Properties (based on Events) from Contractor, Contractor will provide ITS with the necessary services from the service categories specified in the Partner Menu of Services, support and/or training, up to the number of hours specified For applicable volume tier set forth below. The applicable services, support or training provided will be at the Contractor’s reasonable discretion and must be in connection with Analytics 360. Contractor will reasonably designate in good faith the applicable tier For ITS. Google reserves the right to specify additional tiers and hours in writing to Contractor.
o 2 hours per month for up to 25M Events per month o 5 hours per month for up to 500M Events per month o 8 hours per month for up to 2.5B Events per month o 10 hours per month for 2.5B Events or more per month
Page 2 of 5 Appendix B – Minimum Support Obligations
For purposes of this paragraph, the Partner Menu of Services mean the Global Google Marketing Platform Partner Menu of Services set out in the Google Enterprise Marketing Portal, or as otherwise provided by Google, which Google may update from time to time.
TRAINING:
ITS may attend regularly scheduled Analytics 360 Service training classes to be delivered by Google via webinar.
Optimize 360
INSTALLATION SUPPORT:
Contractor will provide commercially reasonable ongoing implementation guidance for one Optimize 360 experiment of ITS’s choosing. With respect to Mobile SDKs, any implementation support provided by Contractor will be limited to: (i) the then-current Mobile SDK and (ii) for a period of 6 months after the release date of the then-current Mobile SDK, the version of the Mobile SDK that immediately preceded the then-current Mobile SDK. Contractor will also provide commercially reasonable ongoing maintenance support for the Optimize 360 Service for ITS’s OEPs throughout the term of the Agreement.
ON-GOING SUPPORT:
Contractor will use commercially reasonable efforts to meet target response and resolution timeframes.
The priority level of support cases logged by ITS will initially be designated by ITS, in its reasonable discretion based on the descriptions in the table at the link above. Contractor Customer Support may lower the priority level designation of any case (a “Priority Adjustment”) if Contractor, in its reasonable discretion, believes that ITS’s initial priority designation does not comport with the descriptions in the table. Contractor Customer Support will notify ITS as soon as is reasonably practicable of any Priority Adjustment. Contractor Customer Support may also perform a Priority Adjustment while permanent solutions are being developed, as soon as a workaround solution is implemented.
With respect to Mobile SDKs, on-going support provided by Contractor will be limited to: (i) the then-current Mobile SDK and (ii) for a period of 6 months after the release date of the then-current Mobile SDK, the version of the Mobile SDK that immediately preceded the then-current Mobile SDK.
Target resolution times are goals. Depending on the volume and severity of tickets submitted, response times and time to resolution may vary. Occasionally an issue needs to be escalated to our engineering team. In such cases, it may take more time to resolve the issue. Contractor’s Customer Support representative will keep ITS informed throughout the process. In addition to the above on-going support, Contractor will provide ITS with the necessary front-end technical support, defined as reactive troubleshooting and maintenance support. Contractor may charge ITS for front-end technical support if Contractor provides more than 4 hours of front-end technical support per month.
TRAINING:
ITS may attend Optimize 360 training classes provided by Google and delivered via webinar, free of charge.
Surveys 360
INSTALLATION SUPPORT:
Page 3 of 5 Appendix B – Minimum Support Obligations
Contractor will provide commercially reasonable ongoing implementation guidance for one Surveys 360 survey of ITS’s choosing, including migration of existing ITS’s Surveys accounts to the enterprise product if requested. Contractor will also provide commercially reasonable ongoing maintenance support for the Surveys 360 Service throughout the term of the Agreement.
ON-GOING SUPPORT:
Contractor will use commercially reasonable efforts to meet the target response and resolution timeframes. The priority level of support cases logged by ITS will initially be designated by ITS, in its reasonable discretion based on the descriptions in the table at the link above. Contractor Customer Support may lower the priority level designation of any case (a “Priority Adjustment”) if Contractor, in its reasonable discretion, believes that ITS’s initial priority designation does not comport with the descriptions in the table. Contractor Customer Support will notify ITS as soon as is reasonably practicable of any Priority Adjustment. Contractor Customer Support may also perform a Priority Adjustment while permanent solutions are being developed, as soon as a workaround solution is implemented.
Target resolution times are goals. Depending on the volume and severity of tickets submitted, response times and time to resolution may vary. Occasionally an issue needs to be escalated to our engineering team. In such cases, it may take more time to resolve the issue. Contractor’s Customer Support representative will keep ITS informed throughout the process. In addition to the above on-going support, Contractor will provide ITS with the necessary front-end technical support, defined as reactive troubleshooting and maintenance support. Contractor may charge ITS for front-end technical support if Contractor provides more than 4 hours of front-end technical support per month.
TRAINING:
ITS may attend Surveys 360 training classes provided by Google and delivered via webinar, free of charge.
Tag Manager 360
INSTALLATION SUPPORT:
Contractor will provide commercially reasonable ongoing implementation guidance for the Service for one Property of ITS’s choosing. With respect to Mobile SDKs, any implementation support provided by Contractor will be limited to: (i) the then-current Mobile SDK and (ii) for a period of 6 months after the release date of the then-current Mobile SDK, the version of the Mobile SDK that immediately preceded the then-current Mobile SDK. Contractor will also provide commercially reasonable ongoing implementation support for the configuration of tags associated with the Google Analytics 360 products (e.g. Analytics 360) if ITS provides, in the timeframe and manner designated by Contractor, a complete specification for a Tag Container, including the type(s) of tag(s) to be included, the conditions under which a tag should fire, and the Property data source For tag.
ON-GOING SUPPORT:
Contractor will use commercially reasonable efforts to meet target response and resolution timeframes.
The priority level of support cases logged by ITS will initially be designated by ITS, in its reasonable discretion based on the descriptions in the table at the link above. Contractor Customer Support may lower the priority level designation of any case (a “Priority Adjustment”) if Contractor, in its reasonable discretion, believes that ITS’s initial priority designation does not comport with the descriptions in the table. Contractor Customer Support will notify ITS as soon as is reasonably practicable of any Priority Adjustment. Contractor Customer Support may also perform a Priority Adjustment while permanent solutions are being developed, as soon as a workaround solution is implemented.
Page 4 of 5 Appendix B – Minimum Support Obligations
With respect to Mobile SDKs, on-going support provided by Contractor will be limited to: (i) the then-current Mobile SDK and (ii) for a period of 6 months after the release date of the then-current Mobile SDK, the version of the Mobile SDK that immediately preceded the then-current Mobile SDK.
Target resolution times are goals. Depending on the volume and severity of tickets submitted, response times and time to resolution may vary. Occasionally an issue needs to be escalated to our engineering team. In such cases, it may take more time to resolve the issue. Contractor’s Customer Support representative will keep ITS informed throughout the process.
TRAINING:
ITS may attend Tag Manager 360 training classes provided by Google and delivered via webinar, free of charge.
Google Analytics 360 Enterprise Service Level Support
As a Google Analytics 360 ITS, ITS has access to a team of support specialists dedicated to Analytics 360 products.
Learn how to contact the support team (access restricted to signed-in Analytics 360 users).
We're available to help at any time by email or chat (check chat-support availability).
We encourage you to use the chat support channel as it allows our support teams to respond to you faster. ITS using Google Analytics 360 through Contractors should contact the Contractor for support.
Support channels
Channel Typical response time* Resolution time objective*
Chat The initial response should happen within 5 minutes after the chat is created.
Target resolution or workaround: up to 24 hours (within business days) after chat contact is created.
Email The initial response should happen within 24 hours after the email contact is submitted.
Target resolution or workaround: up to 48 hours (within business days) after email contact is submitted.
*Response and resolution time may take longer than the target during non-business days (check support availability) and/or when there's unexpected support operation unavailability, high sudden number of contacts and/or need to escalate issues to the engineering or other relevant specialists team.
Priority levels
Contacts that require escalations to the engineering teams will be prioritized in accordance with the following levels:
Priority** Description Service-level objectives***
P0, Critical Priority
One or more Analytics 360 accounts' SLAs at risk. Core functionality is not operating as
Engineering initial target response: 1 hour https://support.google.com/360suite/analytics/answer/4395852 https://support.google.com/analytics/answer/9026876 https://marketingplatform.google.com/about/partners/find-a-partner https://support.google.com/analytics/answer/9026876 https://support.google.com/analytics/answer/9026876
Page 5 of 5 Appendix B – Minimum Support Obligations expected as per the product specifications for multiple clients.
The Engineering team will aim to respond back to the Google support team within 1 hour after the escalation is sent to the Engineering team.
Engineering target resolution: 8 hours The Engineering team will target resolving or clarifying a workaround back to the Google support teams within 8 hours after the escalation is sent to the Engineering team
P1, Very High Priority
A major component is not working as expected as per the product specifications, with no workaround.
Engineering initial target response: 8 business hours The Engineering team will aim to respond back to the Google support team within 8 business hours after the escalation is sent to the Engineering team.
Engineering target resolution: 9 days The Engineering team will target resolving or clarifying a workaround back to the Google support teams within 9 days after the escalation is sent to the Engineering team.
P2, High Priority
The system is not working as expected as per the product specifications. A workaround may be available.
Engineering initial target response: 2 business days The Engineering team will aim to respond back to the Google support team within 2 business days after the escalation is sent to the Engineering team.
Engineering target resolution: 20 days The Engineering team will target resolving or clarifying a workaround back to the Google support teams within 20 days after the escalation is sent to the Engineering team.
P3, Normal Priority
A non-core functionality is not working as expected as per the product specifications. A workaround may be available.
Engineering initial target response: 1 week The Engineering team will aim to respond back to the Google support team within 1 week after the escalation is sent to the Engineering team.
Engineering target resolution: 30 days The Engineering team will target resolving or clarifying a workaround back to the Google support teams within 30 days after the escalation is sent to the Engineering team.
P4, Low Priority
A non-core functionality is not working as expected as per the product specifications. A workaround may be available.
Cosmetic issues.
Engineering initial target response: 1 year The Engineering team will aim to respond back to the Google support team within 1 year after the escalation is sent to the Engineering team.
**An issue may have priority levels updates (higher or lower) than originally specified depending on new findings during the escalation evaluation.
***Depending on the volume and severity of issues submitted to the engineering team, response times and time to resolution may vary.
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