Common use of Service Level Agreement – Contractor Score Card Clause in Contracts

Service Level Agreement – Contractor Score Card. The Contractor Score Card is a specific table to the agreement for Contractor performance in various areas. This Contractor Score Card is tracked daily, while reported on a quarterly basis, unless otherwise requested by the State Account Manager. The Contractor is encouraged to utilize automated processes to generate data and reports to ensure utmost authenticity. The Contractor shall not round up on any numerical numbers, percentages, etc. See Table titled: Service Level Agreement – Contractor Score Card. Service Level Agreement - Key Performance Indicator (KPI) A Key Performance Indicator (KPI) is a specific survey submitted to the key stakeholders of the Ordering Agencies. Each Ordering Agency is required to complete the KPI by someone, known as a key stakeholder that utilizes the agreement on a continuous basis and answers the survey on behalf of the Ordering Agency. The intent of the KPI is to obtain real, continuous feedback from Ordering Agencies on the Contractor’s management performance, the Contractor’s overall performance, and other identified factors are substance of the KPI. The State shall supply contact information for the key stakeholders to the Contractor. The Contractor shall then reach out to the key stakeholders of the Ordering Agency on a quarterly basis to ask the key stakeholder of the Ordering Agency to complete the KPI and return. The key stakeholder of the Ordering Agency shall complete the KPI on behalf of the Ordering Agency, and provide their signed off response to the Contractor. The Contractor shall then compute and report on the results in the Quarterly Business Review. The Contractor shall not round up on any numerical numbers, percentages, etc. The Contractor shall provide all original, supportive documentation to the State Account Manager. See KPI titled: Service Level Agreement - Key Performance Indicator.

Service Level Agreement – Contractor Score Card. The Contractor Score Card is a specific table to the agreement for Contractor performance in various areas. This Contractor Score Card is tracked daily, while reported on a quarterly basis, unless otherwise requested by the State Account Contract Manager. The Contractor is encouraged to utilize automated processes to generate data and reports to ensure utmost authenticity. The Contractor shall not round up on any numerical numbers, percentages, etc. See Table titled: Service Level Agreement – Contractor Score Card. Service Level Agreement - Key Performance Indicator (KPI) A Key Performance Indicator (KPI) is a specific survey submitted to the key stakeholders of the Ordering Agencies. Each Ordering Agency is required to complete the KPI by someone, known as a key stakeholder that utilizes the agreement on a continuous basis and answers the survey on behalf of the Ordering Agency. The intent of the KPI is to obtain real, continuous feedback from Ordering Agencies on the Contractor’s management performance, the Contractor’s overall performance, and other identified factors are substance of the KPI. The State shall supply contact information for the key stakeholders to the Contractor. The Contractor shall then reach out to the key stakeholders of the Ordering Agency on a quarterly basis to ask the key stakeholder of the Ordering Agency to complete the KPI and return. The key stakeholder of the Ordering Agency shall complete the KPI on behalf of the Ordering Agency, and provide their signed off response to the Contractor. The Contractor shall then compute and report on the results in the Quarterly Business Review. The Contractor shall not round up on any numerical numbers, percentages, etc. The Contractor shall provide all original, supportive documentation to the State Account Manager. See KPI titled: Service Level Agreement - – Key Performance Indicator.

Service Level Agreement – Contractor Score Card. The Contractor Score Card is a specific table to the agreement for Contractor performance in various areas. This Contractor Score Card is tracked daily, while reported on a quarterly basis, unless otherwise requested by the State Account Contract Manager. The Contractor is encouraged to utilize automated processes to generate data and reports to ensure utmost authenticity. The Contractor shall not round up on any numerical numbers, percentages, etc. See Table titled: Service Level Agreement – Contractor Score Card. Service Level Agreement - Key Performance Indicator (KPI) A Key Performance Indicator (KPI) is a specific survey submitted to the key stakeholders of the Ordering Agencies. Each Ordering Agency is required to complete the KPI by someone, known as a key stakeholder that utilizes the agreement on a continuous basis and answers the survey on behalf of the Ordering Agency. The intent of the KPI is to obtain real, continuous feedback from Ordering Agencies on the Contractor’s management performance, the Contractor’s overall performance, and other identified factors are substance of the KPI. The State shall supply contact information for the key stakeholders to the Contractor. The Contractor shall then reach out to the key stakeholders of the Ordering Agency on a quarterly basis to ask the key stakeholder of the Ordering Agency to complete the KPI and return. The key stakeholder of the Ordering Agency shall complete the KPI on behalf of the Ordering Agency, and provide their signed off response to the Contractor. The Contractor shall then compute and report on the results in the Quarterly Business Review. The Contractor shall not round up on any numerical numbers, percentages, etc. The Contractor shall provide all original, supportive documentation to the State Account Manager. See KPI titled: Service Level Agreement - – Key Performance Indicator.. Service Level Agreement – Contractor Score Card # Service Level Agreement Performance Standard Performance Target Description Calculation Frequency of Review 1 Website Up Time (Vehicle Maintenance Parts Only) 98.0 % 100% Percentage of time punch-out website is operational and performing primary function during business hours of 7AM – 5PM EST Monday through Friday. Time the website is operational / Time the business is open Quarterly 3 Delivery Cycle Time/ Repair/Installation Turnaround (1) Business Day 92.0% Calculation of delivery/repair from the date of order receipt to the date when the product is physically onsite/repaired/installed with the customer. Order date and timestamp compared to the proof of delivery/repair at Ordering Agency location. Quarterly

Service Level Agreement – Contractor Score Card. The Contractor Score Card is a specific table to the agreement for Contractor performance in various areas. This Contractor Score Card is tracked daily, while reported on a quarterly basis, unless otherwise requested by the State Account Contract Manager. The Contractor is encouraged to utilize automated processes to generate data and reports to ensure utmost authenticity. The Contractor shall not round up on any numerical numbers, percentages, etc. See Table titled: Service Level Agreement – Contractor Score Card. Service Level Agreement - Key Performance Indicator (KPI) A Key Performance Indicator (KPI) is a specific survey submitted to the key stakeholders of the Ordering AgenciesEntities. Each Ordering Agency Entity is required to complete the KPI by someone, known as a key stakeholder that utilizes the agreement on a continuous basis and answers the survey on behalf of the Ordering AgencyEntity. The intent of the KPI is to obtain real, continuous feedback from Ordering Agencies Entities on the Contractor’s management performance, the Contractor’s overall performance, and other identified factors are substance of the KPI. The State shall supply contact information for the key stakeholders to the Contractor. The Contractor shall then reach out to the key stakeholders of the Ordering Agency Entity on a quarterly basis to ask the key stakeholder of the Ordering Agency Entity to complete the KPI and return. The key stakeholder of the Ordering Agency Entity shall complete the KPI on behalf of the Ordering AgencyEntity, and provide their a signed off response to the Contractor. The Contractor shall then compute and report on the results in the Quarterly Business Review. The Contractor shall not round up on any numerical numbers, percentages, etc. The Contractor shall provide all original, supportive documentation to the State Account Manager. See KPI titled: Service Level Agreement - Key Performance Indicator.