Number of hours during the month that the IVR System is operational and is capable of: (1) playing the recorded menus; (2) accepting, processing and validating all required caller input; and (3) reading a response to any self-service transactions as appropriate for that transaction, divided by the total number of hours in that month.
In each case of a failure to achieve this Service Level, the MBTA shall be entitled to recover a Sev 3 Service Credit.
Time to Meet Service Level
Time to Meet Service Level
Upon Activation of the Operator Service Center.
Interactive Voice Response System Maximum Response Time
Interactive Voice Response System Maximum Response Time
Service Level Specification
Service Category
IVR System Maximum Wait Time: The maximum time required for a OSR to answer a call during required business hours.
Method
Measurement Interval
The maximum time from the instant that the connection is made to the Operator Service Center to the time that the call is answered by IVR System.
Responsibility
Reporting Period
Daily
Hours of Support
7x24x365
Service Level
Service Level
≤ 2 minutes
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.
RESPONSE AND RESOLUTION OF INCIDENT COMMUNICATIONS
First Call Resolution of Computing Problems
First Call Resolution of Computing Problems
Service Level Specification
Service Category
Support Desk Services
Objective
To maximize the resolution of reported computing problems reported to the Operator Service Center, during the first call to the Operator Service Center, with no further follow up communication.
Definition
The percentage of computing problems that are resolved with one Call to the Operator Service Center staff and require no follow up communication. These service requests shall be considered "first call resolution," whether solved by an agent or automated system. Examples of common resolutions of this type are password resets, access modifications, and status updates.
Method
Data Capture
The Operator will track and report statistics for the resolution of computing problems via its Issue Tracking Portal.
Measurement
Interval
Monthly
Responsibility
Reporting Period
Monthly
Hours of Support
7x24x365
Resource Range
N/A
Service Level
Service Level
≥ 85% of computing problems are responded to and resolved between user and the Operator Service Center on the first Call. Severity 1 and 2 level incidents are excluded from this percentage, as the MBTA recognizes and expects additional effort and time to be taken to address those issues.
In each case of a failure to achieve this Service Level, the MBTA shall be entitled to recover a Sev 3 Service Credit.
Time to Meet Service Level
Time to Meet Service Level
Upon Activation of Commuter Rail IT Environment.
Incident Communication Acknowledgement
Incident Communication Acknowledgement Service Level Specifications
Service Category
Problem Resolution.
Objective
To ensure timely acknowledgement and resolution of Incident Communications.
Definition
95% of Incident Communications should be acknowledged per the below, and fully resolved within five (5) days. The Issue Tracking Portal shall be the authoritative source for the time of report.
For Customer Incident Communications submitted by MBTA Customers under Section 26 (Customer Complaints) of Schedule 3.16 (Information Technology Requirements) the time of report shall be (i) for Incident Communications received from the MBTA customer service center, the time at which the Ticket is entered by the MBTA (via automated means or otherwise); (ii) for Incident Communications received by the Operator customer complaint website (as provided in Section 27 (Customer Complaint Website) of Schedule 3.16 (Information Technology Requirements)), the time at which such website receives the Incident Communication; and (iii) for Incident Communications received by the Operator through other means, the time at which the applicable Incident Communication is received.
Method
Data Capture
Issue Tracking Portal will capture data. Severity assignment to a ticket vs. its automatic creation delta time shall be utilized to determine compliance.
Measurement Interval
Monthly
Responsibility
Reporting Period
Monthly
Hours of Support
7x24x365
Resource Range
N/A
Service Level
Service Level
≥ 95% of the total number of aggregate incidents are acknowledged within (15) minutes of being reported. Acknowledgement is defined as a ticket existing with an initial severity level and description in the Issue Tracking Portal.
To ensure timely and accurate diagnosis and resolution (or acceptable temporary fix) of incidents affecting the Commuter Rail IT Environment.
Definition
A Severity Level 1 incident is successfully addressed when the incident has been fixed or a temporary workaround acceptable to the MBTA is implemented within two (2) hours of being reported.
Method
Data Capture
Issue Tracking Portal will capture data.
Measurement Interval
Monthly
Responsibility
Reporting Period
Monthly
Hours of Support
7x24x365
Resource Range
N/A
Service Level
Service Level
98% of Severity Level 1 incidents are fixed or a temporary work around acceptable to the MBTA is in place within two (2) hours.
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 1 Service Credit.
Time to Meet Service Level
Time to Meet Service Level
Upon Activation of Commuter Rail IT Environment.
Severity Level 2 Resolution or Temporary Fix
Severity Level 2 Resolution or Temporary Fix
Service Level Specification
Service Category
Problem Resolution
Objective
To ensure timely and accurate diagnosis and resolution (or acceptable temporary fix) of incidents affecting the Commuter Rail IT Environment.
Definition
A Severity Level 2 incident is successfully addressed when the incident has been fixed or a temporary workaround acceptable to the MBTA has been implemented within four (4) hours of being reported.
Method
Data Capture
Operator-designated Issue Tracking Portal will capture data.
Measurement Interval
Monthly
Responsibility
Reporting Period
Monthly
Hours of Support
7x24x365
Service Level
Service Level
98% of Severity Level 2 incidents for Supported Systems are fixed or a temporary work around acceptable to the MBTA.
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 2 Service Credit.
Time to Meet Service Level
Time to Meet Service Level
Upon Activation of Commuter Rail IT Environment.
Severity Level 3 Resolution or Temporary Fix
Severity Level 3 Resolution or Temporary Fix
Service Level Specification
Service Category
Problem Resolution
Objective
To ensure timely and accurate diagnosis and resolution (or acceptable temporary fix) of incidents affecting the Commuter Rail IT Environment.
Definition
A Severity Level 3 incident is successfully addressed when the incident has been fixed or a temporary workaround acceptable to the MBTA has been implemented within two (2) Business days of being reported.
Method
Data Capture
Operator-designated Issue Tracking Portal will capture data.
Measurement Interval
Monthly
Responsibility
Reporting Period
Monthly
Hours of Support
7x24x365
Resource Range
N/A
Service Level
Service Level
≥ 95% of Severity Level 3 incidents for Supported Systems are fixed or a temporary workaround acceptable to the MBTA has been implemented within two (2) Business days of being reported.
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 2 Service Credit.
