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Service Level Agreement 2008

Service Level Agreement 2008. Service Level Agreement. Based on Lines of Business . Payroll Processing EmpowHR Pay Tech DPRS CLER. Quality Assurance. Goal – 100%. Achieved. Disaster Recovery/COOP Drills. Drills Conducted/Customers Notified. Regulatory and Mandated System Changes.

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Service Level Agreement 2008

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  1. Service Level Agreement2008

  2. Service Level Agreement Based on Lines of Business Payroll Processing EmpowHR Pay Tech DPRS CLER

  3. Quality Assurance Goal – 100% Achieved

  4. Disaster Recovery/COOP Drills Drills Conducted/Customers Notified

  5. Regulatory and MandatedSystem Changes Goal – 75% Achieved

  6. Table Management (TMGT)System Changes Goal – 95% Achieved

  7. Security – All Certification and Accreditation (C&A) documents for major applications are currentC&A Certification – Must be completed every 3 years.Accreditation Letter Dated November 26, 2007

  8. Security - User Access Granted 96% 96% 88% 75% Goal – 95% 10% or less Achieved 11-40% Achieved 41-50 % Achieved

  9. Communication NFC Holiday Schedule Goal – 5 businessdays in advance Achieved

  10. Communication Publication ofNon-Emergency Maintenance Schedule Goal – 100% Achieved

  11. Communication Global Application Issues Goal – 95% Achieved

  12. Communication Planned Outages Goal – 95% Achieved

  13. Communication Application Issues Addressed Timely Goal – 75% Achieved

  14. Communication Software Problem Reports (SPRs) Reviewed Goal – 80% Achieved

  15. Communication Global Application Issues Goal – 90% Achieved

  16. Payroll Payments Salary Payments Issued on Payday Goal – 99.9999% Achieved

  17. Payroll Operations Support Help Desk Availability Goal – 98% Achieved

  18. Payroll Operations Support Calls Answered Within 30 Seconds Goal – 80% Achieved

  19. Payroll Operations Support First Call Resolution Goal – 70% Achieved

  20. Payroll Operations Support Resolution of Written Inquiries Goal – 90% Achieved

  21. Ongoing Efforts • Performance Metric #1 and # 4 will be Reported by Department/Agency Beginning 4th Quarter 2008 • Performance Metric #1: Quality Assurance - appropriate organizations will validate/verify that system changes affecting payroll are tested • Performance Metric #4: System Changes - Table Management (TMGT) updates are completed perschedule - 95% of TMGT Tables are updated within5 business days from receipt • Continue to Listen to our Customer • SLA Modification Requests – • Final Call for Revisions, Clarifications, or Changesto the FY09 PPS SLA. Please send your commentsto marcia.curole@usda.gov by April 30th • Input was received from 1 department/agency(Treasury) to date

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