Problem Management Key Performance Indicators Sample Clauses

Problem Management Key Performance Indicators. Performance Qualification Report (PQR) is a problem, question, or request from the State to the Provider service center. Call ticket priority levels are noted in the table below. The State will review Provider performance using the below metrics and Provider’s monthly report on key performance indicators (“KPI”). Service Level Table Key Performance Indicator During Standard Support Hours Priority 1 PQR acknowledgement Within 15 minutes from receipt of a call from the State Priority 1 PQR resolution or workaround Resolve within 2 clock hours from receipt of PQR call Priority 1 PQR Root Cause Analysis Root cause analysis (RCA) provided within 5 Business Days after Level C PQR Resolution Priority 2 PQR Acknowledgement within 30 minutes Priority 2 PQR Resolution or workaround Resolve within 6 clock hours Priority 2 PQR Root Cause Analysis Root cause analysis provided within 5 Business Days after Category 1 PQR Resolution Priority 3 PQR Acknowledgement Within one hour Priority 3 PQR Resolution or workaround Resolve within 1 Business Day Priority 4 PQR Acknowledgement Within eight hours Level 4 PQR resolution or workaround Resolve within 5 Business Days, root cause noted in next monthly report if applicable. Outside Standard Support Hours Priority 1 PQR acknowledgement Within 15 minutes from receipt of Licensee call Priority 1 PQR resolution or workaround Resolve within 2 clock hours from receipt of PQR call Priority 1 PQR Root Cause Analysis Root cause analysis provided within 5 Business Days after level C PQR resolution Priority 2 PQR Acknowledgement within 30 minutes Priority 2 PQR Resolution Resolve within 6 clock hours Priority 2 PQR Root Cause Analysis Root cause analysis provided within 5 Business Days after Category 1 PQR Resolution Priority 3 PQR 24x7 Acknowledgement Within 8 clock hours Priority 3 PQR Resolution Resolve within 1 Business Day Priority 4 PQR Acknowledgement Next Business Day Level 4 PQR resolution Resolve within 5 Business Days, root cause noted in next monthly report if applicable. Service Reports Service Reports will be delivered to the State by the 10th Business Day of each month +/- 2 Business Days; electronic delivery to the appropriate person(s) and standing monthly meeting presentation by the Service Manager to the appropriate person(s) shall be considered an acceptable delivery vehicle
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Related to Problem Management Key Performance Indicators

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