Appendix B - SLA (002).xlsx
XLSX spreadsheet 12 KB Posted
- Attached to
- Service Desk Services
- Solicitation number
- 22RFP USD 08152022
- Issued by
- Clay County, South Dakota
About this file
This document is an Appendix B - Service Level Agreement related to a Request for Proposal (RFP) issued by the University of South Dakota for 24 x 7 phone support, after-hours, holiday and weekend, off-site-on-shore Tier 1 Information Technology Service Desk services. The RFP outlines key service level agreements (SLAs) including call time to answer (45 seconds average), call abandonment rate (less than 6%), first call resolution rate (70%), customer satisfaction (4.2 on a 5.0 scale), service desk availability (99%), and time to resolve incidents/service requests (priority-based). The RFP also specifies requirements for logging phone and email requests into the incident management system within 60 minutes. The contract term and any renewal options are not provided.
The RFP does not include details on pricing terms, set asides, incumbents, the current service environment, or funding requirements and sources. However, it does state that no inquiries will be accepted after a specific date and that all inquiries must be sent to Linda Van De Rostyne at the University of South Dakota via email.
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Other files
| File | Type | Posted |
|---|---|---|
| RFP Document.pdf | ||
| Appendix A- Priority Due Dates (002).docx | DOCX document |
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Text version
Sheet1
| SL Title | SL Explanation | SL Common | SL Responsibilities | SL Assumptions | Examples |
| Call Time to Answer | The number of seconds it takes any user from the organization to connect with the service providers contact center representative | 45 seconds average speed of answer | Answer all calls with a live person during the service activity definition time frame. | The service provider will provide telephone lines in adequate quality to handle call volume; an ACD system to record call date. Time and duration information; and an interface to all systems for monitoring and reporting | Number of calls answered in less than 45 seconds/total calls=service level attained |
| Call Abandonment Rate | The call abandonment rate is the proportion of calls that come into the service provider's help desk that either hang up or are disconnected before the service provider's agent answer the phone. | Less than 6% of calls abandoned. | Recording and managing calls that are abandoned to less than the prescribed service level. | The service provider will provide telephone lines in adequate quality to handle call volume; an ACD system to record call date, Time and duration information; and an interface to all systems for monitoring and reporting. The service provider’s ACD system can track and report all abandoned calls. | Number of abandoned calls (calls that have entered the queue and hung up)/total calls = service level attained |
| First Call Resolution Rate | The desired percentage of total contacts planned for resolution at this level. First-contact completion applies when the first person who the customer reaches answers the question, solves the problem or dispatches service, where appropriate, for resolution. | 70% of calls are resolved in the first call, with no related re-work | Provide required assistance (nontechnical and technical) to satisfy the organization’s end-user needs on the initial call to the service desk. | The service provider will provide telephone lines in adequate quality to handle call volume; an ACD system to record call date. Time and duration information; and an interface to all systems for monitoring and reporting | Number of calls resolved on the first call/total calls = service level attained |
| Customer Satisfaction | Measure the performance of the service provided to an end user or customer. Used to identify an end user's opinion of the service performance. The results are used to identify and resolve any issues and /or problems. Resulting actions should improve end-user/management satisfaction. | 4.2 on a scale of 5.0 | Measure customer satisfaction on a daily basis by taking or completing a customer satisfaction record as per documented processes and procedures. | Survey will be completed via email sent by the University of South Dakota. End users will take part on a voluntary basis. | Number of responses with a "very satisfied" or "satisfied" rating/total number of responses = percentage of service level attained. |
(Formula valid for the daily and monthly reporting periods.)
| Service Desk Availability | The percentage of time that the service desk envirnoment is available for normal business operations (including interactive voice response [IVR] or ACD) to the customer. | 99% | Maintain the call center envirnoment in good operating condition so that standard/normal organization activities can take place within defined time frames. | The organization will provide access to the call center environment as per the service provider's requirements. The service provider will meet all of the organization's security requirements for access to call center environment. | Total available hours/total hours in measurable period = service level attained. |
| Time to Resolve | The acceptable time from when an incident/service request is reported until the incident is resolved. Priority based (see Appendix A) | Priority based (see Appendix A) | Priority based (see Appendix A) | Priority based (see Appendix A) | Number of incidents or service requests resolved less than or equal to target / total number of incidents or service requests = service level attained. |
| Average time to Log email requests | The average amount of time (e.g. in minutes) between the reporting of an incident through email and when the incident is entered into the Incident management system. | Incidents & Service Requests received by email are entered into the ticket system with 60 minutes | Document all incoming incidents/Service Requests or update existing requests for each contact, in our Incident Management Systems, during the service activity definition time frame. | The service provider will provide licensing in our Incident Management Systems. The service provider will meet all of the organization's security requirements for access to incident management environment. | Time between the reporting of an incident through email/the time the incident is logged into our incident management system = service level attained. |
| Average time to Log email requests | The average amount of time (e.g. in minutes) between the reporting of an incident through phone and when the incident is entered into the Incident management system. | Incidents & Service Requests received by phone are entered into the Incident Management System prior to calling the Service Desk Escalation number or immediately upon completion of the call. | Document all incoming incidents/Service Requests or update existing requests for each contact, in our Incident Management Systems, during the service activity definition time frame. | The service provider will provide licensing in our Incident Management Systems. The service provider will meet all of the organization's security requirements for access to incident management environment. | Time between the reporting of an incident through phone/the time the incident is logged into our incident management system = service level attained. |
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