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Attachment I – Service Level Agreement RFP 758 2700000097 – Contact Center as a Service (CCaaS)
Attachment I – Service Level Agreement - Contact Center as a Service Overview This Service Level Agreement (SLA) defines the Key Performance Indicators (KPIs) used to evaluate Vendor performance under the contract resulting from RFP 758 2700000097 for Contact Center as a Service (CCaaS) solution and associated Managed, Augmented, and System Services. All payment and credit mechanisms are governed by Attachment A § 3.5 (Payment Requirements and Service Level Agreements). This SLA establishes the metrics, measurement methods, and reporting expectations supporting those provisions.
Performance Measurement and Reporting Supporting Reports All supporting data shall be maintained in an Agency-approved repository consistent with the reporting cadence defined in Attachment A.
The specific data source and methodology for each KPI will be defined in the approved reporting format.
Application of Service Level Credits (SLCs) Governance The process for notification, cure, remediation, and final SLC assessment is established in Attachment A § 3.5.2(A)(2). This SLA does not restate that process; it identifies the metrics to which SLCs may apply.
If Commonwealth policy or system changes materially affect performance obligations, the Parties shall review and adjust affected KPIs accordingly.
SLC Cap and Calculation Where a single incident impacts multiple KPIs, the Commonwealth will apply only the single highest applicable SLC unless the affected KPIs measure independent service areas.
Temporary KPI threshold adjustments may be granted for pre-approved events such as major migrations or extraordinary call-volume surges, as documented in the Performance Report Card.
Incident Severity Level Definitions
1. Severity 1 – Critical A complete outage or severe system degradation that prevents core business operations.
No workaround is available.
2. Severity 2 – High A major service degradation affecting a substantial portion of users or an essential function.
Operations continue but are significantly disrupted.
A temporary workaround may exist.
3. Severity 3 – Moderate A partial impairment impacting a limited number of users or a non-essential function.
Operations continue with minor disruption.
A workaround is typically available.
4. Severity 4 – Low A cosmetic issue, enhancement request, documentation inquiry, or other non-operational item.
No impact on business operations.
Cure and Recurrence Provision No SLC shall be assessed for violations caused by factors outside the Vendor’s control. The Agency may waive an SLC at its discretion.
In the event of two (2) failures of the same KPI, the Vendor must perform an internal executive review, determine a method to address the issue, and provide an acknowledgement of the review and summary of vendor actions to the Agency Project Manager within five (5) business days, Repeated or systemic failures of the same KPI in three (3) consecutive measurement periods constitute a pattern of non-performance. Upon such recurrence, CHFS may:
5. Retroactively assess the applicable SLC for all occurrences, even if previously waived;
6. Require a Corrective Action Plan (CAP) under Attachment A § 3.5.3; and
7. Impose enhanced SLCs or payment holds in accordance with this SLA’s Escalation provisions.
Key Performance Indicators and Service Level Credits The KPIs are divided into three sections: Design, Development, and Implementation (DDI); System Maintenance and Operations (M&O), and Contact Center Operations (CCO).
Design, Development, and Implementation (DDI) Assessed per milestone following acceptance of all deliverables within a milestone and receipt of an invoice with supporting documentation in accordance with Section 3.6 of RFP Attachment A.
| KPI # |
| Category |
| Metric |
| Target SLA |
| Service Level Credit |
| Frequency |
| DDI-KPI-001 |
| Schedule Adherence |
| % of DDI deliverables for the milestone submitted on or before the approved milestone date |
| ≥ 95% |
| One-half percent (.5%) of the milestone payment amount per calendar day, below the target, for each of the first ten (10) calendar days. |
| Per Milestone |
| DDI-KPI-002 |
| Quality of Deliverables |
| % of deliverables accepted on first submission without major rework |
| ≥ 95% |
| One-half percent (.5%) of the milestone payment for each percentage point below the target |
| Per Milestone |
| DDI-KPI-003 |
| Requirements Traceability |
| % of approved requirements traced to design and test cases |
| 100% |
| One-half percent (.5%) of the milestone payment for each percentage point below the target |
| 6. User Acceptance Testing |
| DDI-KPI-004 |
| Defect Resolution During Testing |
| % of defects resolved on time |
| ≥ 95% |
| One-half percent (.5%) of the milestone payment for each percentage point below the target |
| 6. User Acceptance Testing |
| DDI-KPI-005 |
| Data Conversion Accuracy |
| % of data converted without error |
| ≥ 99.5% |
| One-half percent (.5%) of the milestone payment for each percentage point below the target |
| 5. Data Conversion |
| DDI-KPI-006 |
| Training Delivery |
| Complete training for identified end users before the system goes live. |
| 100% |
| One-half percent (.5%) of the milestone payment for each percentage point below the target |
| 7. Training |
| DDI-KPI-007 |
| Change Request Response Time |
| 1)Document and log new change control items within two (2) business days of identification. |
2) Provide a full impact assessment within ten (10) business days of Change Request logging.
| 100% |
| $500/day except for critical-path DDI activities, which will be $1,000/day. |
| Per Change |
| DDI-KPI-008 |
| Issue Resolution Timeliness |
| % of project issues (non-CR) resolved within agreed timelines. |
| ≥ 95% |
| $500/day except for critical-path DDI activities, which will be $1,000/day. |
| Per Issue |
| DDI-KPI-009 |
| Disaster Recovery / Readiness |
| Completion of DR/BCP test and readiness review |
| 100% |
| Five percent (5%) of the milestone payment |
| 8. Implementation |
9. Operations and Warranty
| DDI-KPI-010 |
| Resource Continuity (Project Staffing) |
| % of committed project resources maintained throughout the phase without unapproved replacement. |
| ≥ 90% resource continuity |
| 1% of milestone payment per resource change beyond the threshold, capped at 5%. |
| All |
System Maintenance and Operations (M&O) Assessed monthly upon receipt of an invoice with supporting documentation in accordance with Section 3.6 of RFP Attachment A.
| KPI# |
| Category |
| Metric |
| Target SLA |
| Service Level Credit |
| M&O-KPI-001 |
| Email Auto Response |
| All inbound customer emails sent to the designated email address must trigger an auto-response to the customer within 10 minutes and automatically generate a ticket in the CRM/helpdesk system by attaching the email to the ticket |
| 100% |
| $1,000 below the target |
| M&O-KPI-002 |
| Call Recording |
| Record all Inbound and Outbound Calls |
| 100% |
| $1,000 per point, cap at 5% monthly invoice or $10,000, whichever is less |
| M&O-KPI-003 |
| Backup |
| Daily incremental backup successfully completed within four (4) hours of scheduled initiation. Weekly full backups successfully completed within eight (8) hours of scheduled initiation |
| ≥ 99.5% |
| $5,000 per occurrence |
| M&O-KPI-004 |
| 26-Hour Back-up |
| The system must not exceed a twenty-six (26)-hour period without a successful daily incremental backup or a two hundred, sixteen (216) hour period (1 week, 2 days) without a successful weekly full backup. |
| ≥ 99.5% |
| $5,000 per occurrence |
| M&O-KPI-005 |
| Back-up Recovery |
| Start within one (1) hour and finish within four (4) hours of the determination a recovery is necessary. |
| ≥ 99.5% |
| $5,000 per occurrence |
| M&O-KPI-006 |
| System Availability |
| Monthly system uptime (excluding approved maintenance) |
| ≥ 99.5% |
| 2% per 0.1% below target, cap 5% |
| M&O-KPI-007 |
| Root Cause Analysis (RCA) Submission |
| Submit a formal Root Cause Analysis report for each incident, detailing root cause, corrective actions, and preventive measures. |
| Severity 1: RCA delivered within 5 business days of incident resolution. Severity 2: RCA delivered within 10 business days of incident resolution. Severity 3 & 4: RCA delivered upon CHFS request within 15 business days. |
| $1,000 per business day late per required RCA, capped at 1% of invoice amount |
| M&O-KPI-008 |
| System Performance |
| Average IVR Response time (excluding approved maintenance) |
| ≤ 2 seconds |
| $1,000 for each percentage point above the target, capped at $5,000 |
| M&O-KPI-009 |
| System Performance |
| Average Page Load Time |
| ≤ 3 seconds |
| $1,000 for each percentage point above the target, capped at $5,000 |
| M&O-KPI-010 |
| System Changes |
| At least 10 business days' advance notice for major feature releases or changes requiring customer action |
| 100% |
| $500 for each percentage point below the target |
| M&O-KPI-011 |
| Planned Outage Notification |
| At least 48 hours' advance notice |
| 100% |
| $2,500 per occurrence |
| M&O-KPI-012 |
| Unplanned Outage Notification |
| Initial notification within 15 minutes of detection, with updates provided every 15–30 minutes until resolution. |
| 100% |
| $2,500 per occurrence |
| M&O-KPI-013 |
| Annual Disaster Recovery Test |
| Conduct a successful Annual Disaster Recovery Test |
| 100% |
| $2,500 per day with a 10% per invoice cap |
| M&O-KPI-014 |
| Annual Disaster Recovery Test |
| Conduct an Annual Disaster Recovery test on the agreed-upon timeline |
| 100% |
| $1,000 per business day of non-compliance with the target |
| M&O-KPI-015 |
| Disaster Recovery Notification |
| Time to notify CHFS of disaster activation and expected impact to operations. |
| ≤ 15 minutes of declared disaster |
| Two percent (2%) of the invoice amount for each occurrence |
| M&O-KPI-016 |
| Disaster Recovery |
| Complete activated DR with (RTO ≤ 60 minutes, RPO ≤ 15 minutes) |
| 100% |
| $2,500 per calendar day until recovery. CHFS may also pursue consequential or liquidated damages. |
| M&O-KPI-017 |
| Defect Resolution - Urgent |
| Resolve an Urgent Defect within 1 business day from the time the defect is reported. |
| 100%` |
| $2,000 per occurrence per day, capped at 3 days. If not resolved by the end of the third day, the issue escalates to the corrective action process. |
| M&O-KPI-018 |
| Defect Resolution - High |
| Resolve a High Defect within 3 business days from the time the defect is reported. |
| 100%` |
| $2,000 per occurrence per day, capped at 3 days. If not resolved by the end of the third day, the issue escalates to the corrective action process. |
| M&O-KPI-019 |
| Defect Resolution - Medium |
| Resolve a Medium Defect within 5 business days from the time the defect is reported. |
| 100%` |
| $2,000 per occurrence per day, capped at 3 days. If not resolved by the end of the third day, the issue escalates to the corrective action process. |
| M&O-KPI-020 |
| Defect Resolution -Low |
| Resolve a Low Defect within 7 business days from the time the defect is reported. |
| 100%` |
| $2,000 per occurrence per day, capped at 3 days. If not resolved by the end of the third day, the issue escalates to the corrective action process. |
| M&O-KPI-021 |
| Help Desk |
| Acknowledge receipt of a support request (phone, email, ticket, or self-service portal) for incidents or requests with a ticket number within 15 minutes of receipt |
| 100% |
| $1,000 below the target |
| M&O-KPI-022 |
| Help Desk |
| Support by phone should meet Average Speed of Answer (ASA) < 1 minute and Abandonment Rate of <5% |
| 100% |
| $1,000 below the target |
| M&O-KPI-023 |
| Request Management |
| Fulfill standard administrative requests (e.g., add/remove user, role/skill changes) for < 10 users in 1 business day |
| 100% |
| $1,000 for each percentage point below the target, capped at $5,000 |
| M&O-KPI-024 |
| Request Management |
| Fulfill standard administrative requests (e.g., add/remove user, role/skill changes) for > 10 users in 3 business days |
| 100% |
| $1,000 for each percentage point below the target, capped at $5,000 |
| M&O-KPI-025 |
| Incident Management |
| Resolve all incidents that interrupt or diminish service, affect between one and ten (1 – 10) users, and whose root cause is the responsibility of the vendor and/or their partners. |
| 1) 90% in < 4 business Hours |
2) 100% resolved in < 18 business Hours $1,000 for each percentage point below the target, capped at $5,000
| M&O-KPI-026 |
| Incident Management |
| Resolve all incidents that interrupt or diminish service, that affect eleven (11) or more users, and whose root cause is the responsibility of the vendor and/or their partners. |
| 1) 90% in < 2 business Hours |
2) 100% resolved in < 9 business Hours $1,000 for each percentage point below the target, capped at $5,000
| M&O-KPI-027 |
| Change Request Response Time |
| 1) Document & log at a high-level new change control items within two (2) business days from the date that the Change Control items are identified |
2) Provide a full impact assessment within ten (10) business days from the date that the Change Order is logged.
| 100% |
| $500 per business day below the target for the first 10 business days and $1,000 per business day beyond 10 business days until submission. |
| M&O-KPI-028 |
| Change Requests - Document Updates |
| Update all impacted documentation for every approved Change Request, obtain CHFS approval, and upload the final version to the designated repository. |
| 100% |
| $2,500 per occurrence |
| M&O-KPI-029 |
| Assignment of Key Personnel |
| Personnel commitments contained in the Vendor's proposal for all phases of the Contract are not to be changed without a thirty (30) calendar-day advance notice and prior written approval of the CHFS Contract Administrator, unless due to the death, disability, resignation, termination, or military recall of any project individual. Staffing includes the staff proposed for all positions required within this RFP at the levels of effort proposed or as specified in the contract. |
| 100% |
| $10,000 per unauthorized replacement |
| M&O-KPI-030 |
| Assignment of Key Personnel |
| Replace Key personnel with an acceptable replacement within thirty (30) calendar days |
| 100% |
| $1,000 in reduction in compensation per business day after the period agreed upon |
| M&O-KPI-031 |
| Training |
| Complete Updates to training materials after system change |
| ≤ 15 business days |
| $500 for each percentage point above the target |
| M&O-KPI-032 |
| Training |
| Train new end users within 10 business days of account creation. |
| ≥ 95% |
| $500 for each percentage point below the target |
| M&O-KPI-033 |
| Service Termination & Transition |
| Completion of all termination, data export, documentation updates, knowledge transfer, and user deprovisioning activities per the approved plan. |
| 100% of activities completed on or before scheduled dates in the approved Termination/Transition Plan. |
| 5% of final 3 months’ invoice fees held back; deductions of $1,000 per business day for delays; vendor liable for documented costs incurred by CHFS or incoming vendor due to delay. Capped at 30 days. |
| M&O-KPI-034 |
| System Compliance |
| Comply with all laws, regulations, and rules under System Compliance throughout the contract. |
| 100% |
| $1,000 per calendar day for each requirement not met until compliance is achieved |
| M&O-KPI-035 |
| Security Adherence |
| Ensure all CCaaS technologies, configurations, and integrations fully comply with CHFS security requirements and applicable state/federal standards. |
| 100% compliance and zero (0) security incidents resulting from Vendor non-compliance |
| Correct within 5 calendar days of notice. Failure may result in service level credits, suspension of services, or other contractual remedies |
| M&O-KPI-036 |
| Security Certification |
| Maintain all required security certifications (e.g., SOC 2, ISO 27001, HIPAA, or other CHFS-specified certifications) to ensure compliance with CHFS security requirements. |
| 100% of required certifications are current and valid throughout the contract term |
| Provide updated certification within 5 calendar days of notice. Failure to maintain a valid certification may result in service level credits, suspension of services, or other contractual remedies. |
| M&O-KPI-037 |
| Security - Annual Assessment |
| Conduct and complete an annual security assessment of the CCaaS environment in alignment with CHFS security requirements and within the mutually agreed-upon timeframe. |
| 100% |
| 2% of the monthly invoice for each week of delay, up to a maximum of 10% of the monthly invoice. Repeated delays may trigger additional contractual remedies. |
Contact Center Operations (CCO) Assessed monthly upon receipt of an invoice with supporting documentation in accordance with Section 3.6 of RFP Attachment A. The Report Card should list all KPIs separately for each Agency where the Vendor is providing Managed Services, Managed Staffing, or Augmented Staffing services.
NOTE: KPI Metrics in scope for various staffing models
| Managed Services |
| CCO-KPI-001 to CCO-KPI-020 |
| Managed Staffing |
| CCO-KPI-0013 to CCO-KPI-020 |
| Augmented Staffing |
| CCO-KPI-021 to CCO-KPI-022 |
| KPI# |
| Category |
| Metric |
| Target Service Level |
| Service Level Credit |
| CCO-KPI-001 |
| Operational Availability during Disaster Recovery |
| Percentage of contact center services (voice, chat, email, SMS, CRM access) available during the DR scenario. |
| ≥ 95% availability of all critical contact center functions during declared disaster events. |
| Two percent (2%) of the invoice amount per calendar day of non-compliance with the target |
| CCO-KPI-002 |
| Ring No Answer (RNOA) |
| Percentage of inbound interactions (voice calls, chat, SMS, or email tasks) not answered within the defined ASA, causing the interaction to be returned to the queue or rerouted. |
| ≤2% |
| $1,000 for each percentage point above the target, capped at $10,000 |
| CCO-KPI-003 |
| Average Speed of Answer (ASA) - Call |
| The average time (in minutes) that inbound calls spend in the queue before being answered by a live agent. |
| ≤ 2 minutes |
| $1,000 for each percentage point above the target, capped at 5% of the monthly invoice amount. |
| CCO-KPI-004 |
| Average Speed of Answer (ASA) Email |
| The average time from when a customer email enters the system until the first agent response is sent |
| ≤ 2 business days |
| $500 for each percentage point above the target, capped at $2,500 |
| CCO-KPI-005 |
| Average Speed of Answer (ASA) Chat |
| The average time from when a customer initiates a chat request until the agent responds for the first time. |
| ≤ 2 minutes |
| $500 for each percentage point above the target, capped at $2,500 |
| CCO-KPI-006 |
| Average Speed of Answer (ASA) SMS |
| The average time from when a customer sends an SMS (or WhatsApp, social DM, etc.) until the first agent response is sent |
| ≤ 2 minutes |
| $500 for each percentage point above the target, capped at $2,500 |
| CCO-KPI-007 |
| Abandonment Rate |
| The percentage of total inbound calls entering the queue where the caller disconnects (abandons) before reaching a live agent. |
| ≤ 5% |
| $1,000 for each percentage point above the target, capped at $10,000 |
| CCO-KPI-008 |
| Unresolved Inquiry Response Time |
| Response time for contacting the callers for unresolved tickets escalated to Tier 3 and then returned to Tier 1. |
| ≥98 % in two (2) business days. |
$500 for each percentage point below the target, capped at $2,500
| CCO-KPI-009 |
| Customer Satisfaction (CSAT) |
| CSAT will be measured through post-interaction surveys, where customers rate their satisfaction after completing an interaction. |
| ≥ 90% applicable only when the survey answer rate is ≥20% of the survey offered. |
| $1,000 for each percentage point below the target, capped at $5,000 |
| CCO-KPI-010 |
| First Call Resolution |
| Average percentage of calls where the callers have answered 'YES' to First Call Resolution questions in the Customer Satisfaction Survey. |
| ≥ 90% applicable only when the survey answer rate is ≥20% of the survey offered. |
| $1,000 for each percentage point below the target, capped at $5,000 |
| CCO-KPI-011 |
| Transfer Rate |
| Average percentage of Tier 1 calls transferred to all Tier 2 agencies combined. |
| The percentage will be determined with specific agencies during negotiations |
| $1,000 for each percentage point above the target, capped at $5,000 |
| CCO-KPI-012 |
| Staffing to Forecast |
| Staff to handle up to one hundred fifteen percent (115%) of the approved forecasted call volume |
| ≥ 95% |
| $1,000 for each percentage point below the target, capped at $5,000 |
| CCO-KPI-013 |
| Access — Busy Rate |
| The percentage of outbound or inbound call attempts that fail due to a busy indication from the destination endpoint |
| ≤ 2% |
| One percent (1%) of the invoice amount for each percentage point above the target |
| CCO-KPI-014 |
| Quality Assurance (Call) |
| The percentage of agents who achieve the minimum Quality Assurance (QA) score, measured as compliance with defined standards for professionalism, accuracy, empathy, and process adherence |
| ≥ 90% |
| $1,500 for each percentage point below the target, capped at $10,000 |
| CCO-KPI-015 |
| Quality Assurance (Email) |
| The percentage of agents who achieve the minimum Quality Assurance (QA) score, measured as compliance with defined standards for professionalism, accuracy, empathy, and process adherence |
| ≥ 90% |
| $1,000 for each percentage point below the target, capped at $5,000 |
| CCO-KPI-016 |
| Quality Assurance (Chat) |
| The percentage of agents who achieve the minimum Quality Assurance (QA) score, measured as compliance with defined standards for professionalism, accuracy, empathy, and process adherence |
| ≥ 90% |
| $1,000 for each percentage point below the target, capped at $5,000 |
| CCO-KPI-017 |
| Quality Assurance (SMS) |
| The percentage of agents who achieve the minimum Quality Assurance (QA) score, measured as compliance with defined standards for professionalism, accuracy, empathy, and process adherence |
| ≥ 90% |
| $1,000 for each percentage point below the target, capped at $5,000 |
| CCO-KPI-018 |
| Agent Absenteeism |
| Agent Absenteeism unplanned |
| ≤5% |
| $500 for each percentage point above the target, capped at $2,000 |
| CCO-KPI-019 |
| Attrition Rate |
| Percentage of agents who leave the project (voluntarily or involuntarily) during a defined measurement period, calculated against the average active headcount. Excludes client-initiated removals and planned roll-offs |
| ≤10% |
| $1,000 for each percentage point above the target, capped at $5,000 |
| CCO-KPI-020 |
| Agent Training Effectiveness |
| After successfully completing initial training and graduating to production, the trainees must meet or exceed performance benchmarks for one (1) calendar month immediately following training. Each agent should meet or exceed the Quality Assurance (QA), First Call Resolution (FCR), and CSAT KPI targets during this period |
| ≥ 90% |
| $1,000 for each percentage point below the target, capped at 5% of the monthly invoice amount |
| CCO-KPI-021 |
| Staffing Replacement |
| Replace the resource for resignation, termination, or any other reason within 15 calendar days of the resource becoming unavailable |
| 100% |
| $1,000 per calendar day for each resource above the target |
| CCO-KPI-022 |
| Staffing New Resource |
| Onboard new resources within 30 calendar days of receiving formal written notice |
| 100% |
| $1,000 per calendar day for each resource above the target |
Escalation and Corrective Action Corrective Action Plans (CAPs) A CAP is triggered per Attachment A § 3.5.3 when performance deficiencies are identified or when recurrence thresholds are met.
Escalating SLC Structure If a KPI remains non-compliant for three (3) consecutive measurement periods after cure opportunities, CHFS may place up to 10% of monthly payments on hold until compliance is restored.
Relationship to Attachment A (Liquidated Damages and Payments) This SLA defines performance measurement criteria only. Attachment A § 3.5 governs all payment processes, including SLC application, cure process, and performance-based penalties. In the event of conflict, Attachment A shall govern.
Acceptance
| Cabinet for Health and Family Services | Vendor | |
| Signature: | | Signature: |
| Name: | | Name: |
| Title: | | Title: |
| Date: | | Date: |