The Awarded Proposer will provide the following services to UTHSA: 5.4.1 Proposer’s detailed submission shall clearly identify – to include, but not limited to: A. Dedicated support team to process all incoming requests. B. Training and back-up support if dedicated team and/or person is unavailable. C. Response time documented and demonstrated efficiency in responding to requests. D. Escalation protocols. E. Examples or reporting to include, but are not limited to: 1. Daily LOA reports. 2. Dashboards. a. Indicating leave usage and trending. i. Departments have access to their employee dashboard. F. Degree to which SOW is being met, for example: 1. Average response time. 2. Number of cases escalated. 3. Training provided. 4. Cases denied, etc.