Missed SLA Service Levels
The SLA provides measures to address instances where MPAC fails to meet a Service Level, including:
- immediate review of reasons for failure;
- improved/enhanced communications between MPAC and the municipality to address the problem; and
- remedial actions required to meet the Service Level and prevent future performance issues.
Related Articles
Escalating Missed SLA Service Levels
If MPAC misses the same Service Level in two consecutive Measurement Periods or any Service Level that has a Measurement Period of one year or longer, the issue is brought to the attention of MPAC's Vice President and Chief Operating Officer, as well ...
Service Level Agreement (SLA) Overview
The Service Level Agreement (SLA) is MPAC’s promise to deliver timely, accurate and measurable products and services to our municipal stakeholders for the following measures: Accuracy and Timeliness of Delivery of the Year-End Tax File Timeliness of ...
Importance of the SLA
The SLA clarifies roles and responsibilities between MPAC and municipalities in 14 key service areas and makes sure that municipalities have a clear understanding of MPAC’s assessment products and services. With a better understanding of delivery ...
SLA Reporting Tool Homepage
Only active service levels are presented in the Reporting Tool and a municipality is only able to see reporting for their municipality with one exception. An upper tier municipality can see their reports as well as reports for their lower tier ...
Municipal Participation in the SLA
The SLA encourages a collaborative working relationship between MPAC and municipalities. The dependencies on municipalities outlined in the SLA for many of the Service Levels, are evidence of MPAC’s desire to work together to optimize service ...