Appendix O

Service Level Agreement

The following SLAs and credits apply to the Selected Contractor’s performance. Upon confirmation of an SLA violation, the Selected Contractor shall credit PDE on the monthlyinvoice within sixty (60) days following the month in which the violation occurred.

RFP Requirement / Service Level Agreement / Credits
IV-3.c.v
The solution shall support a complete batch load cycle within 5 hours, including extraction of PIMS data, loading into ODS, and loading into Ed-Fi Dashboard Data Mart for a minimum of 1 million students and 100,000 staff. / When performance testing is complete, 95 percent of batch processing must be completed within 5 hours.
When performance testing is complete, 100 percent of batch processing must be completed within 7 hours. / If more than 5 percent of processing remains after 5 hours, a credit equal to 1percent of the cost of the project will be paid to PDE or deducted from the payment for that deliverable for each hour or portion of an hour over 5 hours until the 95 percent threshold is met.
If the remaining batch processing is not completed within 7 hours, another credit equal to 1 percent of the cost of the project will be paid to PDE or deducted from the payment for that deliverable for each hour or portion of an hour over 7 hours until batch processing completes.
IV-5.i.1.a
The Selected Contractor shall deliver the draft to PDE within two weeks of project initiation. / The Project Plan must be delivered within two weeks of project initiation. / For each business day the plan is late, a credit equal to 10 percent of the cost of the deliverable will be deducted from payment to the Selected Contractor.
IV-4.d.i.8.a
The Selected Contractor shall successfully migrate the solution to the SIT environment by the mutually agreed upon date in the base lined Project Plan. / Migration must be completed by 2 pm Eastern Standard time of the agreed upon date. / For each business day the migration is late, a credit equal to 10 percent of the cost of RFU certificate and Migration to SIT deliverable will deducted from payment to the Selected Contractor.
IV-4.d.i.10.a
The Selected Contractor shall successfully migrate the solution to the UAT environment by the mutually agreed upon date in the base lined Project Plan. / Migration must be completed by 2 pm Eastern Standard time of the agreed upon date. / For each business day the migration is late, a credit equal to 10 percent of the cost of RFU certificate and Migration to UAT deliverable will deducted from payment to the Selected Contractor.
IV-4.e.i.2.a
Upon successful completion/PDE signoff of UAT, the Selected Contractor shall guide PDE staff and/or designee through the successful migration to production environment, executing the tasks in the Deployment Manual. (Reference Appendix E Deployment manual template). Successful migration shall be complete and Ready for Use Certification approved by June 16, 2014. / The solution must be implemented by 2 pm Eastern Standard time on June 16, 2014. / For each business day the implementation is late, a credit equal to 5 percent of the cost of the contract will deducted from payment to the Selected Contractor.
IV-4.f.i.3.a
The Selected Contractor shall transfer technical knowledge to PDE staff, to be completed 30 days prior to the end of the contract. The Selected Contractor shall survey PDE staff regarding satisfaction with knowledge transfer and receive a minimum rating of 70 percent.
The Selected Contractor shall provide knowledge transfer of the technical solution to PDE IT staff prior to implementation of the solution. Knowledge transfer shall occur through verbal communication, mentorship and documentation via on-going reviews of the system components and documentation for the Dashboard UI, the ODS and ETL used to load it, and the Dashboard Data Mart and ETL used to load it. / Survey results must have 70 percent or higher satisfaction rating.
Knowledge Transfer completion must be 30 days before the end of contract. / If survey results do not exceed 70 percent, repeat sessions shall be offered at no cost to the Commonwealth.
For each business day after June 1, 2014 that the knowledge transfer is not complete with 70 percent satisfaction rating, a credit equal to 5 percent of the cost of the deliverable will deducted from payment to the Selected Contractor.