Attachment A.xlsx
XLSX spreadsheet 14 KB Posted
- Attached to
- VOIP, CALL CENTER, AND IVR SERVICES
- Solicitation number
- 5400022783
- Issued by
- Richland County, South Carolina
About this file
This Service Level Matrix attachment defines performance standards for VoIP, Call Center, and IVR Services for South Carolina. The document establishes critical service requirements for dial tone availability, specifying that service must be available 7 days a week, 24 hours a day, 365 days per year with a required service level of 99.95% uptime. Performance is measured on a monthly basis in minutes, with success criteria requiring callers to maintain the ability to make calls at the specified availability threshold.
The matrix establishes a service credit structure tied to performance failures, with providers receiving a 25% service credit if availability falls between 99.90% and 99.95%, a 50% credit if availability drops between 99.80% and 99.90%, and a 75% credit if availability falls below 99.80%. This tiered credit system provides financial remedies proportional to service degradation, ensuring accountability while allowing for minor service interruptions within industry standards.
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Other files
| File | Type | Posted |
|---|---|---|
| Extension of Award Posting.pdf | ||
| Amendment #4.pdf | ||
| Extension of Award Posting #3.pdf | ||
| Notice of Award Posting.pdf | ||
| Notice of Award Posting #2.pdf | ||
| Attachment I - 03-18-22.xlsx | XLSX spreadsheet | |
| Amendment #1.pdf | ||
| Amendment #3.pdf | ||
| Solicitation.pdf | ||
| Attachment G.xlsx | XLSX spreadsheet | |
| Amendment #5.pdf | ||
| Attachment B.pdf | ||
| Amendment #2.pdf | ||
| Extension of Posting #2.pdf |
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Text version
Service Level Matrix
| ATTACHMENT A: SERVICE LEVEL MATRIX | |||||
| Critical Services | |||||
| Service Description | Required Service Level | Measurement Window | Unit of Measure | Success Criteria | Service Default Level/Service Credits |
| Dial Tone | 100.00% | Monthly | Minutes | Service is available 7x24x365. Callers are able to make calls | 99.95%=25% Credit |
99.90%=50% Credit 99.80%=75% Credit <99.80%=100% Credit Call Completion 100.00% Monthly Minutes Service is available 7x24x365. Callers are able to complete calls. 99.95%=25% Credit 99.90%=50% Credit 99.80%=75% Credit <99.80%=100% Credit E911 Availability 100.00% Monthly Minutes Service is available 7x24x365. Callers are able to connect to service. System provides E911 center with accurate information. 99.95%=25% Credit 99.90%=50% Credit 99.80%=75% Credit <99.80%=100% Credit Service Redundancy 100.00% Monthly Minutes Service redundancy is in place to provide high availability and operates automatically when primary service channel is unavailable. 99.86%=25% Credit 99.72%=50% Credit 99.58%=75% Credit <99.58%=100% Credit Admin Fee Reporting and Payment 100.00% Monthly Business Days Administrative Reports and Fees must be accurately computed and delivered on time. 1-5 days late=110% of monthly administrative fee due to DTO.
6-10 days late=150% of monthly administrative fee due to DTO.
>10 days late=200% of monthly administrative fee due to DTO.
| Key Performance Measures | |||||
| Service Description | Required Service Level | Measurement Window | Unit of Measure | Success Criteria | Service Credits Weight |
| Incident Resolution (P1) | 99.95% | Monthly | Hour | All P1 service tickets fulfilled within the defined service resolution window | 25% |
| Web Portal Availability | 99.90% | Monthly | Minutes | Service is available 7x24x365. Required functionality and data resources operate as required | 15% |
| Service Resolution Time (P2-P5) | 99.90% | Monthly | Minutes | Contractor met the defined response time for Incidents and Service Requests | 10% |
| Service Desk Availability | 99.90% | Monthly | Minutes | Service is available 7x24x365. Callers are able to connect and receive support from the Service Desk. | 10% |
| Maintenance Change Management Conformance | 90.00% | Monthly | # of Documented and Approved Changes/# of Total Changes | All scheduled maintenance changes were submitted to OTIS/Customer Change Board and were approved prior to activity | 5% |
| Emergency Repair Notification | 90.00% | Monthly | # of Emergency Repairs notified/# of Total Emergency repairs | OTIS/Customer was notified of the Emergency Repair within the defined service notification window. | 5% |
| Service Affecting Issue Notification | 90.00% | Monthly | Minutes | Contractor notified OTIS/Customer of all issues affecting service within the defined service notification window. | 5% |
| Callback Queuing Hold Time Exceeded | 99.90% | Monthly | Minutes | Callers contacted by the Callback Queuing system remained on hold <=5 minutes after the system called and connected them to the queue. | 5% |
| Unified Communications feature availability | 99.90% | Monthly | Minutes | Service is available 7x24x365. Required functionality and data resources operate as required | 5% |
| Unified Messaging Feature Availability | 99.90% | Monthly | Minutes | Service is available 7x24x365. Required functionality and data resources operate as required | 5% |
| Moves, Adds, Changes, Deletes (MACD) Service Delivery Targets Met | 99.90% | Monthly | # of Off-Schedule Changes/# of Total Scheduled Changes | Scheduled and approved MACD took place as scheduled or within the allowed windows. | 5% |
| Contact Center Core Feature Availability | 99.90% | Monthly | Minutes | Service is available during its scheduled hours and core functions as defined all operated as required. | 5% |
| Contractor Assigned Personnel Resource Availability | 99.00% | Monthly | Hours | Contractor assigned personnel resource is available and responsive within their assigned roles. | 5% |
| Annual and/or Event-based Critical Services and Performance Measures | |||||
| Service Description | Required Service Level | Measurement Window | Unit of Measure | Success Criteria | Service Credits |
| Disaster Recovery Plan Review | 100.00% | Annual | Date | DR plan review window opens 30 days previous to anniversary date of plan creation. Review must occur sometime within the window. | If no plan exists=$1,000.00 Credit |
Review Not Performed=$500.00 Credit Security Compliance 100.00% Annual Severity of Findings and Quantity of Findings No findings in the two most severe categories. <=10 Findings in the third level category. Findings in the first level severity category must be closed within 30 days or $2,000.00 credit per open finding monthly until closed.
Findings in the second level severity category must be closed within 60 days or $1,000.00 credit per open finding monthly until closed.
Findings in the third level severity category must be reduced to <=10 within 90 days or $750.00 credit per open finding monthly until closed threshold is met.
| Root Cause Analysis Report | 90.00% | Event-Based | Business Days | RCA report submitted within two (2) days of the event. | A service credit of $100.00 per day will be due for every day the RCA is late (>2 days after the event). |
| DR Customer RTO | 90.00% | Event-Based | Hour | Customer RTO was met on-time or earlier during disaster recovery event. | $250 per hour beyond the RTO until service restored. |
| DR Customer RPO | 90.00% | Event-Based | Hour | Customer RPO was met on-time or earlier during disaster recovery event | $250 per hour beyond the RPO until service restored. |
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