Attachment_F_New_Performance_Metrics_SLAs.doc

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Attached to
Data Challenges and Appeals Solution (DCAS) Federal contract opportunity
Solicitation number
ED-FSA-14-R-0028
Issued by
Department of Education Office of Federal Student Aid

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Attachment F New Performance Metrics/ SLAs Template

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Request for Proposal (RFP) #ED-FSA-14-R-0028

Data Challenges and Appeals Solution (DCAS) Attachment F: Performance Metrics/Service Level Agreements

SLA#
Objective
Performance Metric/SLA Description
Measurement
Acceptance Quality Level (AQL)
Incentive/Disincentive

(Per AQL)

1.
Case Intake Services

2.

3.

4.

5.

6.
Case Management Services

7.

8.

9.

10.

11.
Training Services

12.

13.

14.

15.

16.
Technical/Helpdesk Support Services

17.

18.

19.

20.

Note: Offeror may include additional performance metrics/service level agreement for any or all of the objectives.

File details come from the government source that posted it. Updated .