Attachment 3-B SL Def Rev. 2

Georgia Technology Authority

State of Georgia Request for Proposals RFP Number: 98000-HCC-0000005215 Hosted Contact Center Services Service Level Definitions, Tools and Methods Attachment 3-B

Date: August 16, 2021 Revised

Submit Response to Issuing Officer: GTA Procurement Towanda Cuthbert, Issuing Officer Procurement@gta.ga.gov

This document contains confidential and proprietary information of GTA and its Customers. It is furnished for the purpose of facilitating Bidder response to this RFP. Except with the express prior written permission of GTA this document and the information contained herein may not be published, disclosed, or used for any other purpose.

Service Provider Guidelines This Attachment is for the Service Provider’s use when responding to the RFP.

Attachment 3-B SL Definitions describes the tools, processes and other methods for measuring the Service Levels that Service Provider provides as part of the Services.

Service Provider Instructions

1. The Service Provider must save this file as the original filename prefixed with a Service Provider name identifier (i.e. “ABC_HCC Att 3-B SL Definitions"), 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 AB, AB&C, Abc, ABnC, etc.).

2. Service Provider will use this Attachment to provide descriptions of the Service Level measures as part of the Service Provider’s response to the RFP.

3. Service Level measures are broken out into individual sections for Critical Service Levels, Key Measures, and Operational Reports. The Service Level measures described in each of those sections should correspond directly to the Service Level measures identified in the corresponding tab of Attachment 3-A SL Matrix.

4. Each Service Level detailed in the tables has a Ref ID field that should relate directly to a reference number in Attachment 3-A SL Matrix.

5. For each section (Critical Service Levels, Key Measures, Operational Reports), GTA has provided an example subsection and table to describes a Service Level measure. Provider should rename the subsection to be the name of a proposed Service Level measure and replace all the text inside [brackets] within the table with his own descriptive text of the Service Level measure.

6. Service Provider should add additional subsections and tables in this document as necessary to describe all the Service Level measures.

7. Except for completing the tables and inclusion of subsections and tables, Service Provider should not change this document in any other way (chapters, format, or text).

Georgia

Technology

Authority

Page of

Table of Contents

1.0 Critical Service Levels

Critical Service Levels are those SLA measures for which GTA Customers may become entitled to receive Service Level Credits as a result of Service Provider's failure to satisfy the associated Service Level standards.

1.1 First Service Level Measure Name

SERVICE LEVEL NAME

DATE

RAW DATA STORAGE (ARCHIVES)

METRIC REPORTING

Monthly Quarterly Semi Annual

Georgia

Technology

Authority

R

FP

No.

98000-HCC-0000005215

Hosted

Contact Center of

1.2 Second Service Level Measure Name

DATE

RAW DATA STORAGE (ARCHIVES)

Monthly Quarterly Semi Annual

2.0 Key Measures

Key Measure are those SLA measures for which GTA Customers are not entitled 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 measures.

2.1 First Service Level Measure Name

DATE

RAW DATA STORAGE (ARCHIVES)

Monthly Quarterly Semi Annual

3.0 Operational Reports

Operational Reports are additional reports and measures on the enterprise environment which 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.

3.1 First Service Level Measure Name

DATE

RAW DATA STORAGE (ARCHIVES)

Monthly Quarterly Semi Annual image2.png image3.png image1.jpeg