To timely respond to requests by data subjects to access records containing their personal information, either (a) in accordance with the Privacy Policy of the MBTA or (b) in accordance with applicable law.
To timely and correctly modify or delete information of a data subject upon the data subject's proper request.
In each case of a failure to achieve this Service Level, the MBTA shall be entitled to recover a Sev 4 Service Credit.
Time to Meet Service Level
Time to Meet Service Level
Upon Activation of Commuter Rail IT Environment.
Notice and Takedown
Notice and Takedown
Service Level Specification
Service Category
Notice and Takedown.
Objective
To timely respond to an objection to content by locating and taking-down from applicable website pages (a) infringing content in accordance with the Digital Millennium Copyright Act or (b) other content as provided in the MBTA's Acceptable Use Policy and Terms of Use.
Method
Measurement
Interval
On occurrence.
Responsibility
Reporting Period
Monthly
Service Level
Service Level
For each response period, to locate and take down infringing website material within five (5) business days of compliant request.
Service Credits
Failure to Achieve Service Level
In each case of a failure to achieve this Service Level, the MBTA shall be entitled to recover a Sev 5 Service Credit.
Time to Meet Service Level
Time to Meet Service Level
Upon Activation of Commuter Rail IT Environment.
OPERATOR WEBSITE.
Web Application Availability
Web Application Availability
Service Level Specification
Service Category
Web Application Availability: Capability for a customer, a customer agent or an MBTA customer service agent using a Website or other network-provided medium to access a provided service.
Method
Measurement Interval
Number of hours that the Website is operational and is capable of displaying all required links, screens and forms; accepting, processing and recording all required patron input; processing all valid payment types for MBTA Fare Media purchases (if any); initiating order fulfillment for MBTA Card purchases (if any); and generic use of web services/applications via a network-provided medium.
Responsibility
Reporting Period
Daily service
Hours of Support
7x24x365
Service Level
Service Level
Mission Critical Availability ≥ 99.99%
Mission Support Availability ≥ 99.99%
Service Credits
Failure to Achieve
Service Level
In each case of a failure to achieve this Service Level, the MBTA shall be entitled to recover Sev 4 Service Credit.
Time to Meet Service Level
Time to Meet Service Level
Upon Activation of Commuter Rail IT Environment.
Web Application Responsiveness.
Web Application Responsiveness
Service Level Specification
Service Category
Web Application Responsiveness: Time required for the Website to respond to a request initiated by a customer or user, a customer agent or an MBTA customer service agent to access web services using the Website or other network-provided medium.
Method
Measurement Interval
Average time (for the total number of measurements recorded in a single day) required from the instant the Website menu option is selected to the instant when the first response screen (other than a status or error message) is displayed recorded. Measurement to be conducted for MBTA access three (3) times each Business Day at the MBTA's discretion.
Responsibility
Reporting Period
Daily
Hours of Support
7x24x365
Service Level
Service Level
≤ 3 seconds
Service Credits
Failure to Achieve
Service Level
In each case of a failure to achieve this Service Level, the MBTA shall be entitled to recover Sev 4 Service Credit.
Service Center General Requirements: All services, via phone and e-mail, from MBTA users shall be tracked in the Service Center System for purposes of availability, call wait time, and other Service Levels set out in this Section 17 (Operator Service Center) of this Schedule 3.18 (Service Level Agreement and Service Credits). All assignments of the Services/tickets, acknowledgement, resolution, comments, vehicle numbers, date and time stamp, and the agent and representative shall be recorded. Such records shall be maintained in the Issue Tracking Portal, and subject to other applicable Service Levels for response and resolution (among other Service Levels), as set out, for example, in Section 19 (Response and Resolution of Incident Communications) of this Schedule 3.18 (Service Level Agreement and Service Credits).
Method
Measurement Interval
All inbound services to the Service Center will have tickets/Services in the system with the details of each one.
Responsibility
Reporting Period
Daily
Hours of Support
Customer Service Center Operating Hours
7 days a week, 0630-2000
Service Level
Service Level
Mission Critical Availability ≥ 99.99%
Mission Support Availability ≥ 99.99%
Service Credits
Failure to Achieve
Service Level
In each case of a failure to achieve this Service Level, the MBTA shall be entitled to recover a Sev 4 Service Credit.
Time to Meet Service Level
Time to Meet Service Level
Upon Activation of the Operator Service Center.
Operator Service Center Average Wait Time
Operator Service Center Average Wait Time
Service Level Specification
Service Category
Operator Service Center Average Wait Time: The average time required for a Operator Service Representative (each, an "OSR") to answer an MBTA user's service request, via phone or e-mail, during required business hours.
Method
Measurement Interval
The average response time required from the instant that the connection is made to the Operator Service Center to the time that the Service is answered by an OSR ("OSR Response Time").
Calculation:
Total of all OSR Response times
_____________________________________
Total Number of inbound Incident Communications answered by OSRs within timeframe to respond (by type).
Responsibility
Reporting Period
Weekly
Hours of Support
Customer Service Center Operating Hours
7 days a week, 0630-2000
Service Level
Service Level
Initial Response Time ≤ 3 minutes via Phone
Initial Response Time ≤ 2 hours via e-mail
Initial Response Time ≤ 30 minutes via web portal (by ticket assignment)
Service Credits
Failure to Achieve
Service Level
In each case of a failure to achieve this Service Level, the MBTA shall be entitled to recover a Sev 4 Service Credit.
Whether the abandonment occurred. A user shall only be considered abandoned if the user had waited at least the prescribed average wait time.
Responsibility
Reporting Period
Daily
Hours of Support
Operator Service Center Operating Hours
Service Level
Service Level
≥3% of Volume
Service Credits
Failure to Achieve
Service Level
In each case of a failure to achieve this Service Level, the MBTA shall be entitled to recover a Sev 4 Service Credit.
Time to Meet Service Level
Time to Meet Service Level
Upon Activation of Operator Service Center.
INTERACTIVE VOICE RESPONSE
Interactive Voice Response General Availability.
Interactive Voice Response General Availability
Service Level Specification
Service Category
IVR System General Availability: Percentage of time at least one IVR trunk is available for use in connection with the Operator Service Center.
Method
Measurement Interval
Number of hours that at least one (1) in-bound phone line to the Operator provided IVR is open and available to receive a call during the month divided by the total number of hours in that month
Responsibility
Reporting Period
Daily
Hours of Support
7x24x365
Service Level
Service Level
Mission Critical Availability ≥ 99.99%
Mission Support Availability ≥ 99.99%
Service Credits
Failure to Achieve
Service Level
In each case of a failure to achieve this Service Level, the MBTA shall be entitled to recover a Sev 4 Service Credit.
