Service Level Agreement Customer Service Support Sample Clauses

Service Level Agreement Customer Service Support. The offeror is to provide customer service support, where customers are to be defined as Providers, Members, the State, and other system users. The offeror is to maintain sufficient staff and systems to manage, track and report on all customer service channels, including telephone, IVR, web portal, email, and mail. Customer service support must be available twenty-three (23) hours a day, seven (7) days a week. The offeror is to ensure customer service support meets the following performance standards: Performance Standard Offset (Average Speed for Connection) Connection with the IVR system is established within three (3) rings at least ninety-five percent (95%) of the time. 0.25% reduction of the monthly operating fee (On Hold Time) Calls are successfully transferred to live assistance at the customer service call center in less than one-hundred-twenty (120) seconds of the request to transfer (excluding speed of answer). 0.25% reduction of the monthly operating fee (Ring Busy) No more than 5% of incoming call are to ring busy. 0.25% reduction of the monthly operating fee Make updates to all recorded messages/prompts/responses within two (2) business days of receiving a request from the department, unless otherwise directed by the department. 0.5% reduction of the monthly operating fee (Provider Phone Responses) Respond to 100% of verbal (telephone) Provider inquiries within one (1) business day of receipt. 0.5% reduction of the monthly operating fee (Provider Written Responses) Respond to at least 95% of Provider correspondence within five (5) business day of receipt. 0.5% reduction of the monthly operating fee (Remittance Advice Timeliness) Post 100% of remittance advice (RA) concerning paid and denied claims on the web portal within one (1) business day of completion of the payment cycle. 1% reduction of the monthly operating fee (Tracking) 100% of customer service communications must be documented in a User Support Log (in compliance with the State’s retention policies). 1% reduction of the monthly operating fee Notify the department within 24 hours of any significant failure (or factor that may otherwise signal impending failure) to properly carry out the business and other required functions contained within this IVR section. 1% reduction of the monthly operating fee
Sample 1
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Service Level Agreement Customer Service Support 
Sample 1

Related to Service Level Agreement Customer Service Support

  • Customer Service Support During the Term of this Agreement, VNDS will provide reasonable telephone and e-mail customer service support to Registrar, not Registered Name Holder or prospective customers of Registrar, for nontechnical issues solely relating to the System and its operation. VNDS will provide Registrar with a telephone number and e-mail address for such support during implementation of the Supported Protocol, APIs and Software. First-level telephone support will be available on a 7-day/24-hour basis. VNDS will provide a web-based customer service capability in the future and such web-based support will become the primary method of customer service support to Registrar at such time.

  • Service Level Agreement Subject to the terms and conditions of this Agreement, Bank agrees to perform the custody services provided for under this Agreement in a manner that meets or exceeds any service levels as may be agreed upon by the parties from time to time in a written document that is executed by both parties on or after the date of this Agreement, unless that written document specifically states that it is not contractually binding. For the avoidance of doubt, Bank’s Service Directory shall not be deemed to be such a written document.

  • Customer Support If Customer is entitled to receive Customer Support as part of a separately purchased Service Plan, Sage warrants that while Customer’s Service Plan is in effect and if it has paid all required Service Plan fees, Sage will use qualified personnel to provide Customer Support in a professional manner consistent with industry standards. Customer’s sole remedy under this section 5.2 is limited to Sage’s re-performance of the Customer Support services giving rise to Customer’s claim.

  • Service Level Agreements If a Service or a Plan includes a Service Level Agreement (SLA):

  • Service Support In accordance with an agreed upon Statement of Work and SLA, the Services may include Service Provider’s standard customer support services (the "Support Services") in accordance with the Service Provider’s service support schedule then in effect, available at xxxx://xxxxxxxxxxxxx.xxx/msa (or a successor website address) or as otherwise set out in the applicable Statement of Work or SLA (the "Support Schedule"). Service Provider may amend the Support Schedule from time to time in its sole discretion. Customer may purchase enhanced support services (“Expertise on Demand”) separately at Service Provider’s then current rates, or as otherwise agreed upon in respect of such Expertise on Demand services.

  • CUSTOMER SERVICE ACCESS The Competitive Supplier agrees to provide, or cause to be provided, certain customer services to Participating Consumers. Such services shall be reasonably accessible to all Participating Consumers, shall be available during normal working hours, shall allow Participating Consumers to transact business they may have with the Competitive Supplier, and shall serve as a communications liaison among the Competitive Supplier, the Town, and the Local Distributor. A toll-free telephone number will be established by Competitive Supplier and be available for Participating Consumers to contact Competitive Supplier during normal business hours (9:00 A.M. - 5:00 P.M. Eastern Standard Time, Monday through Friday) to resolve concerns, answer questions and transact business with respect to the service received from Competitive Supplier. The Town will post program-related information on the Town’s website which will be available to Participating Consumers for general information, product and service information, and other purposes.

  • Customer Services Customer Relationship Management (CRM): All aspects of the CRM process, including planning, scheduling, and control activities involved with service delivery. The service components facilitate agencies’ requirements for managing and coordinating customer interactions across multiple communication channels and business lines. Customer Preferences: Customizing customer preferences relative to interface requirements and information delivery mechanisms (e.g., personalization, subscriptions, alerts and notifications).

  • Customer Service A. PRIMARY ACCOUNT REPRESENTATIVE. Supplier will assign an Account Representative to Sourcewell for this Contract and must provide prompt notice to Sourcewell if that person is changed. The Account Representative will be responsible for: • Maintenance and management of this Contract; • Timely response to all Sourcewell and Participating Entity inquiries; and • Business reviews to Sourcewell and Participating Entities, if applicable.

  • Purchase Order Flip via Ariba Network (AN) The online process allows suppliers to submit invoices via the AN for catalog and non- catalog goods and services. Contractors have the ability to create an invoice directly from their Inbox in their AN account by simply “flipping” the purchase order into an invoice. This option does not require any special software or technical capabilities. For the purposes of this section, the Contractor warrants and represents that it is authorized and empowered to and hereby grants the State and the third-party provider of MFMP the right and license to use, reproduce, transmit, distribute, and publicly display within the system the information outlined above. In addition, the Contractor warrants and represents that it is authorized and empowered to and hereby grants the State and the third-party provider the right and license to reproduce and display within the system the Contractor’s trademarks, system marks, logos, trade dress, or other branding designation that identifies the products made available by the Contractor under the Contract.

  • Software Support Services 6.1 The Software Support Services shall comprise:

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