Q: Can the State agree to some timeframes in writing for resolving issues of various levels of impact?
A: Here are the following timeframes for the various levels of deficiency as documented in CWS-CARES & CARES RFA Service Level Agreements:
- For Level 1 Deficiency, the Contractor shall fix issue and close the service request ticket within four (4) hours after Contractor receives the service request ticket in the Contractor’s queue within the State’s service request tool.
- For Level 2 Deficiency, the Contractor shall fix the issue and close the service request ticket within three (3) calendar days after Contractor receives the service request ticket in the Contractor’s queue within the State’s service request tool.
- For Level 3 Deficiency, the Contractor shall fix the issue and close the service request ticket within fourteen (14) calendar days after Contractor receives the service request ticket in the Contractor’s queue within the State’s service request tool.
- Lastly, for Level 4 Deficiency, there is currently no defined service level agreement.