ID15170001_Sec_J_Attachment_2_EVS_Service_Level_Agreements_2018-08-30.xlsx
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- Entity Validation Services
- Solicitation number
- ID15170001
- Issued by
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GSA Federal Acquisition Service
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Section J Attachment 2 - Service Level Agreement
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EVS SLA
| Section J - Attachment 2 - Service Level Agreement - | |||||||
| Offeror shall complete "Contractor Standard Performance Level" column within this attachment. | |||||||
| PWS Reference | Metric # | Metric Name | Additional Information | Government Target Minimum | Contractor Standard Performance Level | Assumption(s) | Additional Tracking Required |
| All | 1 | Federal, GSA, and IT Security Standard Compliance | Compliance with Federal, GSA, and IT Security Standards | 100% | |||
| Objecitve 3 | 2 | Entity Hierarchy Information | Hierarchy information is structured and defined | 99% | |||
| Objective 1 | 3 | Validation of Uniqueness Turn Around Time | The contractor will make a determination of uniqueness and assign, or facilitate the assignment of, a unique entity identifier in real-time, except by unusual exception. | Real time as defined in the PWS, no longer than 24 hours except by unusual exception | |||
| Objective 1 & 2 | 4 | Entity Data Accuracy | The accuracy of the data in the EVS provider's system versus what is the actual state for an entity registering in SAM. | 90% | |||
| Objective 1, & 2 | 5 | Entity information returned | All data descrepanices and omissions are returned with error codes or explanation | 99% | |||
| Objective 1, 2, 3 | 6 | Entity Data Update Responsiveness | The amount of time it takes to update an entity's data where there is a mismatch of data in the EVS providers system. | Average resolution under 24 hours. | |||
| Objective 1, 2, 3 | 7 | Continuous Monitoring of entity information | Meet offerors proposal business process for updating information | 99% | |||
| Objective 2 | 8 | Standardize Entity Address | Domestic address standardization should include valid ZIP Codes with the associated ZIP+4, valid city/state pairs, and street addresses in proper formatting, e.g. USPS format. International address standardization should include country-appropriate address formatting and follow the Geographic Entity Names and Codes (GENC) Profile of the ISO 3166-1. | 99% within ZIP+4 for Domestic Addresses and ISO-3166-1 for International addresses | |||
| Objecitve 3 | 9 | Entity Hierarchy Information | Hierarchy information is structured and defined | 99% | Outside of scheduled maintenance windows and during a Government declared disaster | None | |
| Objective 4 | 10 | Proper Function of all Help Desk Systems, providing all users access to the Integrated Voice Response (IVR). | EVS Portal is available and satisfies all user demands. IVR is available and satisfies all user demands. | 95% | A COR declared a "Surge" is excluded | Requests that exceeds 5 min. | |
| Objective 4 | 11 | Service Level (SL): Phone | X percent of contacts answered in Y seconds (Commonly referred to as “phone accessibility”) | 80% in 90 Seconds | |||
| Objective 4 | 12 | Outstanding Ticket Age | Number of tickets older than 5 days divided by the total ticket number of tickets in the period. | Less than 10% of all open tickets open are more than 5 days old | |||
| Objective 4 | 13 | Ticket Closure Rate | Determined from the time a ticket is escalated to the time it is initially reviewed and the user contacted. (Business Days) | 95-100% of tickets opened and reviewed within 12 hours. | |||
| Objective 4 | 14 | Average Technical Initial Review Time | Determined from the time a ticket is escalated to the time it is initially reviewed and the user has contacted. (Business Days) | 95-100% of tickets opened and reviewed within 3 days | |||
| Objective 4 | 15 | Average Technical Close Time | Determined from the time a ticket is escalated to the time it is closed. (Business Days) | 95-98% closed in Less than 5 days | |||
| Objective 4 | 16 | Reopened Technical tickets | Tickets that were moved to resolved but reopened by the user because issue was not resolved | Less than 5% |
: See what other standards are in IAE contracts around this -Malissa Jones - QD2CB
Entity Validation Services ITSS Solicitation #: ID15170001 Contract: TBD
J Attachment 2 - 1 of 1
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