OCIO_SD_-_Attachment_4_-_Service_Level_Agreements.xls
XLS spreadsheet 47 KB Posted
- Attached to
- OCIO Service Desk Support Services Solicitation Version 2 Federal contract opportunity
- Solicitation number
- DOL131RP21660
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Attachment 4 - Service Level Agreements
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SLA
| Required Service | Total Time | Performance Standard | Measurement Source | Measurement 1 | Responsible Party | Notes | Exclusions | ||
| Coverage | |||||||||
| Tier 1 phone coverage available during NWH (6am Eastern to 10pm Eastern) | - | Below expectations is defined as availability below 99%; availability between 99% and 99.9% meets the requirements; availability of 99.9% or higher exceeds performance | ACD | Hourly during NWH | OCIO SD Contractor | Coverage is measured separately for each one-hour interval during the NWH. | Events that are the responsibility of the DOL. Examples include, but are not limited to: Toll-Free number is unavailable; DOL PBX or DOL phone system is unavailable. Events that are not the responsibility of the DOL fall on the Contractor and are not excludable. Examples include, but are not limited to: ACD system at Contractor site is unavailable; inbound phone line at Contractor site is not available; internet connection at Contractor site is unavailable; Tier 1 location (building, office, workspace) is not available. In some cases, COOP may apply and should be invoked. | ||
| Network Level Call Blocking | - | Below expectations is defined as blockage above 2%; blockage between 2% and 1% meets the requirements; blockage below 1% exceeds performance | Phone Network | Hourly during NWH | OCIO SD Contractor | Contractor shall ensure that the Contractor's call infrastructure (ACD, IVR, PBX as well as the incoming and outgoing trunks) are sized properly to meet capacity requirements at any time during the NWH. Blocking percentage is defined as the percentage of calls accepted by the Interexchange Carrier's toll free system that were not routed to the OCIO SD Contractor's facility due to insufficient trunking capacity. Call blocking is measured separately for each one-hour interval during the NWH. | None | ||
| Call Handling | |||||||||
| Average Speed to Answer (ASA) | < 45 seconds | Below expectations is defined as ASA of 45 seconds or less for less than 97% of the one hour intervals; ASA of 45 seconds or less between 97% to 98% of the one hour intervals meets performance; ASA of 45 seconds or less for more than 98% of the one hour intervals exceeds performance | ACD | Hourly during NWH | OCIO SD Contractor | ASA is measured separately for each one-hour interval during the NWH. | None | ||
| Average Hold Time (AHT) | < 30 seconds | Below expectations is defined as AHT of 30 seconds or less for less than 97% of the one-hour intervals; AHT of 30 seconds or less between 97% to 98% of the one hour intervals meets performance; AHT of 30 seconds or less for more than 98% of the one hour intervals exceeds performance | ACD | Hourly during NWH | OCIO SD Contractor | AHT is measured separately for each one-hour interval during the NWH. | None | ||
| Incident Response (Phone, Walk-In) | |||||||||
| Urgent | 10 min | For all priorities: Below expectations is defined as priority-specific response time for less than 95% of the one-hour intervals ; priority-specific response time between 95% to 97% of the one hour intervals meets performance; priority-specific response time for more than 97% of the one hour intervals exceeds performance | For all priorities: USMT / ACD / Sign-in log | Hourly during NWH | For all priorities: OCIO SD Contractor | Response is measured separately for each one-hour interval during the NWH. | Incidents that are the responsibility of the DOL. Examples include, but are not limited to: unavailability of USMT to input and track tickets; unavailability of remote access service; requests not routed correctly to the Service Desk. Events that are not the responsibility of the DOL fall on the Contractor and are not excludable. Examples include, but are not limited to: internet connection at Contractor site is unavailable; Tier 1 location (building, office, workspace) is not available. In some cases, COOP may apply and should be invoked. | ||
| High | 15 min | ||||||||
| Medium | 20 min | ||||||||
| Low | 30 min | ||||||||
| VIP | 15 min | ||||||||
| Incident Response (E-Mail, Fax, Other (e.g., Text, Future Technologies)) | |||||||||
| Urgent | 10 min | For all priorities: Below expectations is defined as priority-specific response time for less than 95% of the one-hour intervals ; priority-specific response time between 95% to 97% of the one hour intervals meets performance; priority-specific response time for more than 97% of the one hour intervals exceeds performance | For all priorities: USMT / E-mail / Fax | Hourly during NWH | For all priorities: OCIO SD Contractor | Response is measured separately for each one-hour interval during the NWH. | Incidents that are the responsibility of the DOL. Examples include, but are not limited to: unavailability of USMT to input and track tickets; unavailability of remote access service; requests not routed correctly to the Service Desk. Events that are not the responsibility of the DOL fall on the Contractor and are not excludable. Examples include, but are not limited to: internet connection at Contractor site is unavailable; Tier 1 location (building, office, workspace) is not available. In some cases, COOP may apply and should be invoked. | ||
| High | 15 min | ||||||||
| Medium | 20 min | ||||||||
| Low | 30 min | ||||||||
| VIP | 15 min | ||||||||
| Incident Updates | |||||||||
| Urgent | Every 30 minutes | For all priorities, > 90.0% for the first year then an additional 1% cumulative per year up to a maximum of 95% | For all priorities: USMT | Daily during NWH | For all priorities: OCIO SD Contractor | Events beyond the control of the Tiers. Examples include, but are not limited to: unavailability of USMT to input and track tickets, tickets assigned to other groups or tiers. | |||
| High | Every 30 minutes | ||||||||
| Medium | Every 1 hours | ||||||||
| Low | Every 2 hours | ||||||||
| VIP | Every 30 minutes | ||||||||
| Incident Resolution | |||||||||
| Urgent | 1 hour 2 | For all priorities, > 90.0% for the first year then an additional 1% cumulative per year up to a maximum of 95% | For all priorities: USMT | Daily during NWH | For all priorities: OCIO SD Contractor | Events beyond the control of the Tiers. Examples include, but are not limited to: wait time for external vendors, lack of communication from external vendors, time needed to order parts, unavailability of USMT to input and track tickets, unavailability of work areas, lack of customer response, tickets assigned to other groups or tiers. | |||
| High | 2 hours 2 | ||||||||
| Medium | 4 hours 2 | ||||||||
| Low | 8 hours 2 | ||||||||
| VIP | 1 hours 2 | ||||||||
| Tickets re-assigned | |||||||||
| 3 times or less | - | > 95.0% of the ticket volume | USMT | OCIO SD Contractor | |||||
| Service Request Response (Phone, Walk-In) | |||||||||
| Urgent | 15 min | For all priorities: Below expectations is defined as priority-specific response time for less than 95% of the one-hour intervals ; priority-specific response time between 95% to 97% of the one hour intervals meets performance; priority-specific response time for more than 97% of the one hour intervals exceeds performance | For all priorities: USMT / ACD / Sign-in log | Hourly during NWH | For all priorities: OCIO SD Contractor | Response is measured separately for each one-hour interval during the NWH. | Incidents that are the responsibility of the DOL. Examples include, but are not limited to: unavailability of USMT to input and track tickets; unavailability of remote access service; requests not routed correctly to the Service Desk. Events that are not the responsibility of the DOL fall on the Contractor and are not excludable. Examples include, but are not limited to: internet connection at Contractor site is unavailable; Tier 1 location (building, office, workspace) is not available. In some cases, COOP may apply and should be invoked. | ||
| High | 15 min | ||||||||
| Medium | 30 min | ||||||||
| Low | 30 min | ||||||||
| VIP | 15 min | ||||||||
| Service Request Response (E-Mail, Fax, Other (e.g., Text, Future)) | |||||||||
| Urgent | 20 min | For all priorities: Below expectations is defined as priority-specific response time for less than 95% of the one-hour intervals ; priority-specific response time between 95% to 97% of the one hour intervals meets performance; priority-specific response time for more than 97% of the one hour intervals exceeds performance | For all priorities: USMT / E-mail / Fax | Hourly during NWH | For all priorities: OCIO SD Contractor | Response is measured separately for each one-hour interval during the NWH. | Incidents that are the responsibility of the DOL. Examples include, but are not limited to: unavailability of USMT to input and track tickets; unavailability of remote access service; requests not routed correctly to the Service Desk. Events that are not the responsibility of the DOL fall on the Contractor and are not excludable. Examples include, but are not limited to: internet connection at Contractor site is unavailable; Tier 1 location (building, office, workspace) is not available. In some cases, COOP may apply and should be invoked. | ||
| High | 20 min | ||||||||
| Medium | 30 min | ||||||||
| Low | 30 min | ||||||||
| VIP | 15 min | ||||||||
| Service Request Updates | |||||||||
| Urgent | Every hour | For all priorities, > 90.0% for the first year then an additional 1% cumulative per year up to a maximum of 95% | For all priorities: USMT | Daily during NWH | For all priorities: OCIO SD Contractor | Events beyond the control of the Tiers. Examples include, but are not limited to: unavailability of USMT to input and track tickets, tickets assigned to other groups or tiers. | |||
| High | Every hour | ||||||||
| Medium | Every 2 hours | ||||||||
| Low | Every 2 hours | ||||||||
| VIP | Every hour | ||||||||
| Service Request Resolution | |||||||||
| Urgent | 3 hours 2 | For all priorities, > 90.0% for the first year then an additional 1% cumulative per year up to a maximum of 95% | USMT | Daily during NWH | OCIO SD Contractor | Events beyond the control of the Tiers. Examples include, but are not limited to: wait time for external vendors, lack of communication from external vendors, time needed to order parts, unavailability of USMT to input and track tickets, unavailability of work areas, unavailability of user systems, lack of customer response, tickets assigned to other groups or tiers. | |||
| High | 6 hours 2 | USMT | OCIO SD Contractor | ||||||
| Medium | 9 hours 2 | USMT | OCIO SD Contractor | ||||||
| Low | 16 hours 2 | USMT | OCIO SD Contractor | ||||||
| VIP | 8 hours 2 | USMT | OCIO SD Contractor | ||||||
| Tickets re-assigned | |||||||||
| 3 times or less | - | > 95.0% of the ticket volume | USMT | OCIO SD Contractor | |||||
| User Satisfaction Surveys | |||||||||
| User ratings of the OCIO Service Desk as Exceptional, Very Satisfied, or Satisfied | - | Below expectations is defined as less than 85% of responses with rating of Exceptional, Very Satisfied, and Satisfied; responses with rating of Exceptional, Very Satisfied, and Satisfied between 85% and 95% meets the requirements; responses with rating of Exceptional, Very Satisfied, and Satisfied for 95% of responses or higher exceeds performance | User survey results | Monthly | OCIO SD Contractor | Calculations are based on the aggregated number of responses of Exceptional, Very Satisfied, and Satisfied compared to the total number of responses. | None | ||
| Legend: | |||||||||
| Response Time: The amount of time that passes between the initial ticket creation in USMT and assignment to the appropriate team (user receives almost instant response because USMT sends notification of ticket creation immediately upon save). Measurements are limited to the NWH | |||||||||
| Resolution Time: The amount of time that passes from ticket assignment to the appropriate team until resolution and verification of resolution. Measurements are limited to NWH | |||||||||
| 1 Unless otherwise noted, measurement is in one-month increments. | |||||||||
| 2 Total Time: If initial resolution fails and needs to be passed to another team, passing must occur within the time listed. That is, if the Service Desk works a problem or service request for a period of time but finds it cannot be resolved at the Tier 1 / 2 levels, then it must be given to another group within the time listed. Note that passing will increment the metrics in the ticket re-assignment SLA. Measurements are limited to NWH. | |||||||||
| Urgent = All of DOL is impacted | Low = Less than 10 users are impacted | ||||||||
| High = An Agency is impacted or a production application is mostly unavailable | VIP = Users that are on the USMT VIP List (approx. 5% of users) | ||||||||
| Medium = An Office is impacted or a production application is partially available |
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