Attachment 3-A Service Level
55 KB Posted
- Attached to
- Hosted Contact Center Services
- Solicitation number
- 98000-HCC-0000005215
- Issued by
- Georgia
About this file
This is a Service Level Matrix attachment for the Georgia Technology Authority's Hosted Contact Center Services Request for Proposal (RFP No. 98000-HCC-0000005215). The document provides guidance to service providers on reporting requirements and performance standards for hosted contact center services. Service providers must respond with enterprise service levels that align with the services described in the Exhibit 2 Statement of Work and submit their response using a filename prefixed with the service provider's acronym identifier. The attachment establishes a framework for measuring and reporting performance across three categories: Critical Service Levels, Key Measures, and Operational Reports, with detailed tabs for each category that service providers must complete as part of their proposal response.
The Service Level Matrix defines specific fields for each performance measure, including reference identification, service level name, implementation timeline (initial plus months), measurement period (typically monthly), service level type designation, expected performance standards, minimum acceptable thresholds, and invoice credit percentages for Critical Service Levels. Service providers must further detail the tools, processes, and measurement methods used to collect and report these service levels in Attachment 3-B SL Definitions-Tools-Methods. While Critical Service Levels entitle customers to service level credits upon provider failure to meet standards, Key Measures and Operational Reports serve as performance indicators without automatic credit provisions. The document emphasizes that individual Agency Participating Agreements may negotiate additional service levels beyond the enterprise standards to address specific business needs.
Text of this file
Title Page
| State of Georgia |
| Georgia Technology Authority |
Hosted Contact Center
Attachment 3-A SL Matrix
Service Level Matrix
| Hosted Contact Center RFP |
| NO. 98000-HCC-0000005215 |
Service Provider Instructions
| Service Provider Guidelines |
| This Attachment is for the Service Provider's use when responding to the RFQC. |
| Attachment 3-A SL Matrix describes the Service Levels that Service Provider reports against as part of providing the Services described in Service Providers response to the RFQC, including those services as detailed in Exhibit 2 SOW and Solution. |
| Service Provider Instructions |
| The Service Provider must save this file as the original filename prefixed with a Service Provider name identifier (i.e. “ABC HCC Att 3-A SL Matrix"), where “ABC” is an acronym identifying the Service Provider. All files submitted by the Service Provider must use the same identifier (e.g. only use ABC, not variations such as AB, AB&C, Abc, ABnC, etc.). |
The charges detailed in this Attachment 3-A SL Matrix should be further described in Attachment 3-B SL Definitions-Tools-Methods as to the tools, processes and other methods Service Provider uses to collect and measure the Service Levels.
This Attachment shall define the Enterprise Service Levels for the Services. GTA Customers may attempt to obtain additional Service Levels for their business needs; such Servcie Levels are contracted as part of the individual Agency Participating Agreement.
Service Provider should use the forms in the following tabs to submit the Enterprise Service Levels that support the Services as proposed and described in Exhibit 2 Service Description.
| Tab Descriptions |
| Introduction |
| This tab provides information for the Service Provider's response and describes the fields to be completed in the tabs below. Nothing should be added or changed on this tab. |
| 1. Critical Service Levels |
| This form is to be used to specify the Enterprise Critical Service Levels, for which a GTA Customer may become entiteld to receive Service Level Credits as a result of Service Provider's failure to satisfy the associated Service Level standards. |
| 2. Key Measures |
| This form is to be used to specify the Enterprise Key Measures, for which GTA Customer are not entiteld to receive Service Level Credits as a result of Service Provider's failure to satisfy the associated Service Level standards, but in all other manner are treated as critical SLA measurs. |
| 3. Operational Reports |
| This form is to be used to specify the Operational Reports that provide measures on the enterprise environment and are provided to GTA and GTA Customers. Operational Reports are not entitled to receive Service Level Credits as a result of Service Provider's failure and do not specify a Service Level standards. |
Introduction Introduction
This Attachment 3-A to the Agreement sets forth the following fields for the definitions of Service Level measures as described herein:
| Ref ID | Provides a unique identifier for each Service Level measure. This also corresponds with the description in Attachment 3-B SL Definitions. |
| Service Level Name | Provides a unique name or short description of the Service Level measure. |
| Initial + mos | Defines when the Service Provider is obligated for providing the Service Level measure, based on the initial Agency Participating Agreement plus some number of months. |
| Measurement Period | Defines how often the Service Level measure is computed and reported to the GTA Customer; most often "monthly". |
| SL Type | Identifies the type of Service Level measure; one of CSL, KM or OR, for Critical Service Level, Key Measure, or Operational Report. |
| Expected | A numeric measurement of the sevice level standard that Service Provider is expected to achieve for each measurement period. |
| Minimum | A numeric measurement of the service level standard that Service Provider shall obtain or incur an automatic default. |
| % of Invoice | The percentage of the monthly GTA Customer invoice that a default in the Service Level measure will provide as a credit to the GTA Customer. |
1 - Critical Service Levels
| Critical Service Level Matrix | |||
| Ref ID | Service Levels | Initial | |
| + mos | Measurement | ||
| Window | SL | ||
| Type | Expected | Minimum | % of Invoice |
2 - Key Measures
| Key Measurement Matrix | |||
| Ref ID | Service Levels | Initial | |
| + mos | Measurement | ||
| Window | SL | ||
| Type | Expected | Minimum |
3 - Operational Reports
| Operating Level Reports Matrix | |||
| Ref ID | Service Levels | Initial | |
| + mos | Measurement | ||
| Window | SL |
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