Blackboard
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.
| Month | Projected Monthly Live Incidents |
|---|
| January | 139 |
|---|
| February | 75 |
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| March | 69 |
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| April | 66 |
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| May | 81 |
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| June | 75 |
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| July | 71 |
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| August | 141 |
|---|
| September | 104 |
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| October | 74 |
|---|
| November | 53 |
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| December | 51 |
|---|
| Total | 1000 |
|---|
6. SERVICE LEVEL AGREEMENTS
| Metric | Definition | Measurement Method | Service Level | Credit |
|---|
| Live Phone Average Speed to Answer | 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 | 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. | <120 seconds | 1.5% |