Service Level Agreement (SLA)
AGREEMENT OVERVIEW
This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between Broker Builder Solutions (BBS) | Data
Management Solutions and the Client for the provisioning of Benefits Administration Services required to support and sustain the
client’s benefits administration platform.
This Agreement remains valid until superseded by a revised agreement endorsed by BBS and the client.
This Agreement outlines the parameters of services covered as they are mutually understood by the primary client. This Agreement
does not supersede current processes and procedures unless explicitly stated herein.
OBJECTIVES
This Agreement aims to ensure that the proper elements and commitments are in place to provide consistent support and delivery
to the client by Broker Builder Solutions (BBS) and obtain a mutual Agreement for Implementation services provision between the
client and Broker Builder Solutions (BBS).
The objectives of this Agreement are to:
Provide clear reference to service ownership, accountability, roles and/or responsibilities.
Present a clear, concise, and measurable description of service provision to the customer.
Match perceptions of expected service provision with actual service support and delivery.
CONTACT
If you have any questions or concerns about this Service Level Agreement, you can contact Broker Builder Solutions via email at
Sales@BrokerBuilderSolutions.com or phone at: (833) 281-9575.
RESPONSIVENESS
1. Broker Builder Solutions (BBS): BBS will acknowledge all emails sent to our team before Noon EST by close of business. Any
emails received after Noon EST will be acknowledged by Noon the following business day. Email resolutions will occur
within 1-3 business days. Thorough communication will be followed if the issue resolutions take longer than 1-3. BBS will
make necessary adjustments for urgent inquiries which could have an adverse impact on the client or employee.
2. Client: To guarantee optimal service, it is best practice for clients to respond to BBS inquiries within 1-3 business days.
COMMUNICATION
1. It is crucial that before the client makes any changes to the EN platform it is discussed with the clients account manager to
be sure there will not be any changes needed to other services offered to that client, i.e Data Exchanges, 834 files, etc. If
the changes are not provided in a timely manner, it may cause issues with other services that we would be unable to
prevent.
2. Clients are responsible for reading and understanding the content that is sent by the BBS analyst. If there is something that
they do not understand, please ask questions.
3. BBS will be sure to give as much detail as possible. If we are unable to give full details in an email, we will set up a time to
do a call with the client to be sure all parties understand what is going on with the system.
EDI IMPLEMENTATION
1) EDI Carrier Contact: The client will provide BBS with the correct contact information and if Cobra Enrollments should be passed
on the file. Failure to provide this detail could delay completion of the implementation.
2) Timeframe: Please note the below timeframes are subject to change based on the time of year and the carrier/client
responsiveness.
834 File feeds: 4-12 weeks
Data Exchanges: 2-4 weeks
Payroll Integrations: 4-6 weeks
3) Nuances (Non-BBS Builds): Provide a list of complexities and special nuances built into the front end.
4) Mapping Rules: EDI Files include mapping of up to 25 Rules. Account Structures that contain 26-100 Rules will incur an
additional cost of $5.00 per additional Rule; additional Rules are capped at 100. Due to the scope of work involved in renewing
and supporting the file, if the Structure contains more than 100 Rules, we recommend that you ask the Carrier Contact to
condense the Mapping Rules to 100 or less.
5) Auditing: To guarantee data accuracy, BBS will complete a pre-production audit. In the event a pre-production audit cannot be
completed BBS will conduct a post-production audit. The client/agency is responsible for completing the audit verification
process via the Streamline Data platform.
It is the responsibility of the client/agency to guarantee data accuracy between the carrier system and benefits administration
platform post implementation.
BBS offers various audit solutions, through our partnership with our sister company Streamline By DMS. Choose one option
below via BBS ’online EDI Carrier Contact Form.
☐ OPT-IN Streamline Audits Subscription (Self-service): I am considering the self-service Streamline Data platform as an
option and would like to be contacted for a demo. Monthly costs starting at $99.39 per month
☐ OPT-IN Monthly Invoice Reconciliation Service: This service allows the Data Management Solutions team to
work with your Agency, Carriers, and Platforms to identify and gather data to be audited on a recurring monthly
or quarterly basis. This option includes a basic Streamline Data subscription.
o ☐ $40 per month: Monthly Invoice Audits Only
o ☐ $55 per month: Monthly Invoice Audits + Quarterly Census Audit
☐ OPT-OUT: My agency/employer group has an alternate method for monthly reconciliation.
EDI RENEWAL
1) Open Enrollment Dates (Non-BBS Support Clients): Provide OE site open, close, and admin close dates as soon as they are
available.
2) Structure (Non- BBS Support): Provide the carrier file structure and an overview of any steps taken to manage the EDI renewal
to include updates made in the benefits administration system and any carrier communications with important details
pertaining to the renewal file.
3) Sending the OE File
834: BBS will send the OE file the first Wednesday after the Administrative Close date unless an alternate date is
requested by the client or carrier. The client/agency is responsible for sending all adds, terms, and changes to the
carrier for the current plan year. Enrollments sent to the carrier are for the new plan year only.
Data Exchange: BBS will provide the date that the carrier is scheduled to pull the file to the client. BBS has no control
over when the carrier will pull the file and is unable to change this information. Black-out periods will be provided by
carrier during the renewal process. BBS will pass this information along to the client.
PO Box 141, Fuquay-Varina, NC 27526
833-281-9575
