{ "document_id": 13006, "page": 78, "width_pt": 612, "height_pt": 792, "rotation": 0, "pipeline_version": "paddleocr-vl-1.6+paul-48", "engine": "paddleocr_vl", "source_run_id": 13117, "item_count": 47, "counts_by_type": { "figure": 1, "footer": 1, "header": 1, "heading": 2, "table": 2, "table_cell": 38, "text": 2 }, "build_ms": 5, "items": [ { "id": "p78.1", "order": 1, "type": "header", "bbox": { "l": 14.4, "t": 782.4, "r": 269.76, "b": 772.08 }, "text": "DocuSign Envelope ID: E4A2C4F9-7BFF-4FDB-8F51-76FB0DD5EF87", "attrs": { "block_label": "header" }, "level": 2 }, { "id": "p78.2", "order": 2, "type": "figure", "bbox": { "l": 379.5, "t": 756, "r": 482.96, "b": 722.15 }, "text": "", "attrs": { "source": "pdf_image" } }, { "id": "p78.3", "order": 3, "type": "heading", "bbox": { "l": 385.44, "t": 747.36, "r": 474.96, "b": 730.56 }, "text": "Blackboard", "attrs": { "block_label": "paragraph_title" }, "level": 3 }, { "id": "p78.4", "order": 4, "type": "text", "bbox": { "l": 12.72, "t": 719.04, "r": 583.68, "b": 678.48 }, "text": "At the end of the initial 12 months of service, if Actual Incidents exceeds Projected Incidents CLIENT will be assessed an overage fee at price per live support + 10% premium for each Live Incident that is over the projection. If AHT trends above 10 minutes Blackboard will work collectively to reduce AHT and or update the agreement for increased AHT." }, { "id": "p78.5", "order": 5, "type": "table", "bbox": { "l": 14.16, "t": 669.6, "r": 250.32, "b": 310.8 }, "text": "", "attrs": { "block_label": "table", "n_rows": 14, "n_cols": 2, "integrity": { "cells_checked": 28, "cells_flagged": 0 } }, "children": [ { "id": "p78.5.1", "order": 6, "type": "table_cell", "bbox": { "l": 20.64, "t": 665.29, "r": 48.26904, "b": 655.33 }, "text": "Month", "attrs": { "row": 0, "col": 0, "rowspan": 1, "colspan": 1, "bbox_refit": true, "column_header": true, "header_source": "pdf" } }, { "id": "p78.5.2", "order": 7, "type": "table_cell", "bbox": { "l": 137.3, "t": 665.29, "r": 231.25844, "b": 641.29 }, "text": "Projected Monthly Live Incidents", "attrs": { "row": 0, "col": 1, "rowspan": 1, "colspan": 1, "bbox_refit": true, "column_header": true, "header_source": "pdf" } }, { "id": "p78.5.3", "order": 8, "type": "table_cell", "bbox": { "l": 20.64, "t": 626.65, "r": 51.87456, "b": 616.69 }, "text": "January", "attrs": { "row": 1, "col": 0, "rowspan": 1, "colspan": 1, "bbox_refit": true } }, { "id": "p78.5.4", "order": 9, "type": "table_cell", "bbox": { "l": 137.3, "t": 626.65, "r": 152.42972, "b": 616.69 }, "text": "139", "attrs": { "row": 1, "col": 1, "rowspan": 1, "colspan": 1, "bbox_refit": true } }, { "id": "p78.5.5", "order": 10, "type": "table_cell", "bbox": { "l": 20.64, "t": 602.17, "r": 56.92428, "b": 592.21 }, "text": "February", "attrs": { "row": 2, "col": 0, "rowspan": 1, "colspan": 1, "bbox_refit": true } }, { "id": "p78.5.6", "order": 11, "type": "table_cell", "bbox": { "l": 137.3, "t": 602.17, "r": 147.38972, "b": 592.21 }, "text": "75", "attrs": { "row": 2, "col": 1, "rowspan": 1, "colspan": 1, "bbox_refit": true } }, { "id": "p78.5.7", "order": 12, "type": "table_cell", "bbox": { "l": 20.64, "t": 577.5699999999999, "r": 46.86468, "b": 567.61 }, "text": "March", "attrs": { "row": 3, "col": 0, "rowspan": 1, "colspan": 1, "bbox_refit": true } }, { "id": "p78.5.8", "order": 13, "type": "table_cell", "bbox": { "l": 137.3, "t": 577.5699999999999, "r": 147.38972, "b": 567.61 }, "text": "69", "attrs": { "row": 3, "col": 1, "rowspan": 1, "colspan": 1, "bbox_refit": true } }, { "id": "p78.5.9", "order": 14, "type": "table_cell", "bbox": { "l": 20.64, "t": 553.09, "r": 39.72336, "b": 543.13 }, "text": "April", "attrs": { "row": 4, "col": 0, "rowspan": 1, "colspan": 1, "bbox_refit": true } }, { "id": "p78.5.10", "order": 15, "type": "table_cell", "bbox": { "l": 137.3, "t": 553.09, "r": 147.38972, "b": 543.13 }, "text": "66", "attrs": { "row": 4, "col": 1, "rowspan": 1, "colspan": 1, "bbox_refit": true } }, { "id": "p78.5.11", "order": 16, "type": "table_cell", "bbox": { "l": 20.64, "t": 528.46, "r": 38.45844, "b": 518.5 }, "text": "May", "attrs": { "row": 5, "col": 0, "rowspan": 1, "colspan": 1, "bbox_refit": true } }, { "id": "p78.5.12", "order": 17, "type": "table_cell", "bbox": { "l": 137.3, "t": 528.46, "r": 147.38972, "b": 518.5 }, "text": "81", "attrs": { "row": 5, "col": 1, "rowspan": 1, "colspan": 1, "bbox_refit": true } }, { "id": "p78.5.13", "order": 18, "type": "table_cell", "bbox": { "l": 20.64, "t": 503.98, "r": 39.25524, "b": 494.02 }, "text": "June", "attrs": { "row": 6, "col": 0, "rowspan": 1, "colspan": 1, "bbox_refit": true } }, { "id": "p78.5.14", "order": 19, "type": "table_cell", "bbox": { "l": 137.3, "t": 503.98, "r": 147.38972, "b": 494.02 }, "text": "75", "attrs": { "row": 6, "col": 1, "rowspan": 1, "colspan": 1, "bbox_refit": true } }, { "id": "p78.5.15", "order": 20, "type": "table_cell", "bbox": { "l": 20.64, "t": 479.38, "r": 35.829, "b": 469.42 }, "text": "July", "attrs": { "row": 7, "col": 0, "rowspan": 1, "colspan": 1, "bbox_refit": true } }, { "id": "p78.5.16", "order": 21, "type": "table_cell", "bbox": { "l": 137.3, "t": 479.38, "r": 147.38972, "b": 469.42 }, "text": "71", "attrs": { "row": 7, "col": 1, "rowspan": 1, "colspan": 1, "bbox_refit": true } }, { "id": "p78.5.17", "order": 22, "type": "table_cell", "bbox": { "l": 20.64, "t": 454.9, "r": 48.79692, "b": 444.94 }, "text": "August", "attrs": { "row": 8, "col": 0, "rowspan": 1, "colspan": 1, "bbox_refit": true } }, { "id": "p78.5.18", "order": 23, "type": "table_cell", "bbox": { "l": 137.3, "t": 454.9, "r": 152.42972, "b": 444.94 }, "text": "141", "attrs": { "row": 8, "col": 1, "rowspan": 1, "colspan": 1, "bbox_refit": true } }, { "id": "p78.5.19", "order": 24, "type": "table_cell", "bbox": { "l": 20.64, "t": 430.3, "r": 65.3604, "b": 420.34 }, "text": "September", "attrs": { "row": 9, "col": 0, "rowspan": 1, "colspan": 1, "bbox_refit": true } }, { "id": "p78.5.20", "order": 25, "type": "table_cell", "bbox": { "l": 137.3, "t": 430.3, "r": 152.42972, "b": 420.34 }, "text": "104", "attrs": { "row": 9, "col": 1, "rowspan": 1, "colspan": 1, "bbox_refit": true } }, { "id": "p78.5.21", "order": 26, "type": "table_cell", "bbox": { "l": 20.64, "t": 405.82, "r": 53.73708, "b": 395.86 }, "text": "October", "attrs": { "row": 10, "col": 0, "rowspan": 1, "colspan": 1, "bbox_refit": true } }, { "id": "p78.5.22", "order": 27, "type": "table_cell", "bbox": { "l": 137.3, "t": 405.82, "r": 147.38972, "b": 395.86 }, "text": "74", "attrs": { "row": 10, "col": 1, "rowspan": 1, "colspan": 1, "bbox_refit": true } }, { "id": "p78.5.23", "order": 28, "type": "table_cell", "bbox": { "l": 20.64, "t": 381.22, "r": 63.44808, "b": 371.26 }, "text": "November", "attrs": { "row": 11, "col": 0, "rowspan": 1, "colspan": 1, "bbox_refit": true } }, { "id": "p78.5.24", "order": 29, "type": "table_cell", "bbox": { "l": 137.3, "t": 381.22, "r": 147.38972, "b": 371.26 }, "text": "53", "attrs": { "row": 11, "col": 1, "rowspan": 1, "colspan": 1, "bbox_refit": true } }, { "id": "p78.5.25", "order": 30, "type": "table_cell", "bbox": { "l": 20.64, "t": 356.72, "r": 62.49192, "b": 346.76 }, "text": "December", "attrs": { "row": 12, "col": 0, "rowspan": 1, "colspan": 1, "bbox_refit": true } }, { "id": "p78.5.26", "order": 31, "type": "table_cell", "bbox": { "l": 137.3, "t": 356.72, "r": 147.38972, "b": 346.76 }, "text": "51", "attrs": { "row": 12, "col": 1, "rowspan": 1, "colspan": 1, "bbox_refit": true } }, { "id": "p78.5.27", "order": 32, "type": "table_cell", "bbox": { "l": 20.64, "t": 332.12, "r": 41.14764, "b": 322.16 }, "text": "Total", "attrs": { "row": 13, "col": 0, "rowspan": 1, "colspan": 1, "bbox_refit": true } }, { "id": "p78.5.28", "order": 33, "type": "table_cell", "bbox": { "l": 137.3, "t": 332.12, "r": 157.46972, "b": 322.16 }, "text": "1000", "attrs": { "row": 13, "col": 1, "rowspan": 1, "colspan": 1, "bbox_refit": true } } ] }, { "id": "p78.6", "order": 34, "type": "heading", "bbox": { "l": 12.72, "t": 284.88, "r": 155.04, "b": 273.84 }, "text": "6. SERVICE LEVEL AGREEMENTS", "attrs": { "block_label": "paragraph_title" }, "level": 3 }, { "id": "p78.7", "order": 35, "type": "table", "bbox": { "l": 15.6, "t": 273.36, "r": 484.56, "b": 100.08 }, "text": "", "attrs": { "block_label": "table", "n_rows": 2, "n_cols": 5, "integrity": { "cells_checked": 10, "cells_flagged": 0 } }, "children": [ { "id": "p78.7.1", "order": 36, "type": "table_cell", "bbox": { "l": 20.64, "t": 269.24, "r": 45.381, "b": 260.24 }, "text": "Metric", "attrs": { "row": 0, "col": 0, "rowspan": 1, "colspan": 1, "bbox_refit": true, "column_header": true, "header_source": "pdf" } }, { "id": "p78.7.2", "order": 37, "type": "table_cell", "bbox": { "l": 110.42, "t": 269.24, "r": 147.626, "b": 260.24 }, "text": "Definition", "attrs": { "row": 0, "col": 1, "rowspan": 1, "colspan": 1, "bbox_refit": true, "column_header": true, "header_source": "pdf" } }, { "id": "p78.7.3", "order": 38, "type": "table_cell", "bbox": { "l": 231.89, "t": 269.24, "r": 316.706, "b": 260.24 }, "text": "Measurement Method", "attrs": { "row": 0, "col": 2, "rowspan": 1, "colspan": 1, "bbox_refit": true, "column_header": true, "header_source": "pdf" } }, { "id": "p78.7.4", "order": 39, "type": "table_cell", "bbox": { "l": 348.91, "t": 269.24, "r": 396.925, "b": 260.24 }, "text": "Service Level", "attrs": { "row": 0, "col": 3, "rowspan": 1, "colspan": 1, "bbox_refit": true, "column_header": true, "header_source": "pdf" } }, { "id": "p78.7.5", "order": 40, "type": "table_cell", "bbox": { "l": 420.91, "t": 269.24, "r": 443.563, "b": 260.24 }, "text": "Credit", "attrs": { "row": 0, "col": 4, "rowspan": 1, "colspan": 1, "bbox_refit": true, "column_header": true, "header_source": "pdf" } }, { "id": "p78.7.6", "order": 41, "type": "table_cell", "bbox": { "l": 20.64, "t": 246.08000000000004, "r": 96.35676, "b": 223.15999999999997 }, "text": "Live Phone Average Speed to Answer", "attrs": { "row": 1, "col": 0, "rowspan": 1, "colspan": 1, "bbox_refit": true } }, { "id": "p78.7.7", "order": 42, "type": "table_cell", "bbox": { "l": 110.42, "t": 246.08000000000004, "r": 218.08436, "b": 103.13 }, "text": "Average Speed to Answer (\"ASA\") means the time required to answer a call from any Authorized End User, calculated as the time elapsed from when the Authorized End User selects an option from the telephone menu leading to a Blackboard advisor until the point at which a", "attrs": { "row": 1, "col": 1, "rowspan": 1, "colspan": 1, "bbox_refit": true } }, { "id": "p78.7.8", "order": 43, "type": "table_cell", "bbox": { "l": 231.89, "t": 246.08000000000004, "r": 333.11744, "b": 156.52999999999997 }, "text": "This Service Level shall be measured monthly as the ASA for all calls from Authorized End Users that are answered by Blackboard agents during the previous month.", "attrs": { "row": 1, "col": 2, "rowspan": 1, "colspan": 1, "bbox_refit": true } }, { "id": "p78.7.9", "order": 44, "type": "table_cell", "bbox": { "l": 348.91, "t": 246.08000000000004, "r": 401.434, "b": 236.60000000000002 }, "text": "<120 seconds", "attrs": { "row": 1, "col": 3, "rowspan": 1, "colspan": 1, "bbox_refit": true } }, { "id": "p78.7.10", "order": 45, "type": "table_cell", "bbox": { "l": 420.91, "t": 246.08000000000004, "r": 439.6882, "b": 236.60000000000002 }, "text": "1.5%", "attrs": { "row": 1, "col": 4, "rowspan": 1, "colspan": 1, "bbox_refit": true } } ] }, { "id": "p78.8", "order": 46, "type": "text", "bbox": { "l": 566.16, "t": 61.92, "r": 598.8, "b": 48.96 }, "text": "Page 5", "attrs": { "block_label": "number" } }, { "id": "p78.9", "order": 47, "type": "footer", "bbox": { "l": 127.2, "t": 60.72, "r": 366.96, "b": 49.92 }, "text": "Blackboard Help Desk Services Statement of Work – Confidential", "attrs": { "block_label": "footer" } } ], "excluded_furniture": { "first": [], "last": [] } }