Attachment B Service Level Agreement Monthly Report.pdf

This document is a 2023 Service Level Agreement (SLA) Scorecard for the State of Wisconsin, tracking contractor performance metrics for what appears to be a payment processing and document archival service contract. The scorecard is electronically signed via DocuSign and contains performance measurement categories for various operational requirements that the contractor must meet in their service delivery to the state.

The contract covers payment processing services with specific performance standards including conforming payments (single matched payments received by 6:30 AM CST) that must be processed same day with ≥98% compliance, and non-conforming payments (including low-speed singles and check payments with valid account numbers) that must be processed next business day with ≥98% compliance. Additional service requirements include maintaining processing error rates up to 0.004%, transmission accuracy within 2% error tolerance, and online archive system availability of 98% during operational hours (Monday-Saturday, 6:00 AM to 8:00 PM CST). The scorecard template shows #DIV/0! entries in the performance results columns, indicating that actual performance data has not yet been populated for the measurement period, though the document establishes the framework for ongoing performance monitoring and reporting.