Attachment 3-A SL Matrix
55 KB Posted
- Attached to
- Hosted Contact Center Services
- Solicitation number
- 98000-HCC-0000005215
- Issued by
- Georgia
About this file
Service Level Matrix for Hosted Contact Center Services
This is a Service Level Matrix attachment (Attachment 3-A) for the Georgia Technology Authority's Hosted Contact Center RFP No. 98000-HCC-0000005215. The document serves as an instruction guide for service providers responding to the RFP, establishing the framework for reporting and measuring service levels that providers must deliver as part of their contract performance. The matrix defines three categories of service level measures: Critical Service Levels (CSL), which entitle customers to service level credits upon provider failure; Key Measures (KM), which are tracked but do not generate credits; and Operational Reports (OR), which provide performance metrics without associated credit provisions. Service providers must submit completed matrices using a standardized filename format with their company identifier prefix and must align their submissions with detailed descriptions provided in Attachment 3-B SL Definitions-Tools-Methods.
The Service Level Matrix uses standardized fields to document each measure, including a unique reference identifier, service level name, implementation timeline (initial period plus designated months), measurement period (typically monthly), service level type classification, expected performance targets, minimum acceptable thresholds, and the percentage of monthly customer invoice credits awarded for non-compliance with Critical Service Levels. The document indicates that Enterprise Service Levels are defined at the contract level, while individual agencies may negotiate additional service levels through their respective Participating Agreements. Service providers are responsible for documenting the tools, processes, and methodologies used to collect and measure these service levels in their supplemental attachment responses.
Text of this file
Title Page
| State of Georgia |
| Georgia Technology Authority |
Hosted Contact Center
Attachment 3-A SL Matrix Revised
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 RFP. |
| 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 RFP, including those services as detailed in Attachment 1-B SOW. |
| 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 Attachment 3-B Service Level Definitions.
| 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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