Appendix E - Initial Service Level Agreements (checklist)
Appendix E - Initial Service Level Agreements (checklist)
Required Service /
SLAs and performance factors / Remediation
(Impact of Not Meeting the SLA) / Exceeds SLA / Meets
SLA / Not Meet SLA / Comments
- System reliability
/
- Availability rate–99% minimum
- 24 x 7 x 365 real-time
- 7 days scheduled downtime notification
/ The Contractor shall reduce the subscription cost 10% for 1 month if the system reliability fails to meet the 99% service level. For each subsequent month that the service level of 99% is not met, the Contractor shall reduce the subscription cost another 10%. The cost reduction will be capped at 40% until the Contractor meets the 99% service level for 2 consecutive months. After 2 successful months, the reduction will be reset to 10% for the next month the 99% service level is not met.
- Incident response time
/
- Critical–30 minutes
- High–1 hour
- Medium–2 hours
- Low–1 day
/ The Contractor shall reduce its subscription cost or IT support cost (if it is separately priced) for 1 month 2% if the critical service level is not met, 1.5% if the high service level is not met, 1% if the medium service level is not met, and 0.5% if the low service level is not met. For each subsequent month that at least one response time service level is not met, the reduction will increase according to the criticality level not met. The total cost reduction will be capped at 20% until the Contractor meets the performance standard two consecutive months, at which time the reduction percentage will reset to the initial levels for the next month an incident response time service level is not met.
- Incident resolution time
/
- Critical—18 hours
- High—2 day
- Medium—4 days
- Low—8 days
/ The Contractor shall reduce its subscription cost or IT support cost (if it is separately priced) for the subsequent month 2% if the critical service level is not met, 1.5% if the high service level is not met, 1% if the medium service level is not met, and 0.5% if the low service level is not met. For each subsequent month that at least one response time service level is not met, the reduction will increase according to the criticality level not met. The corresponding cost reduction will be capped at 20% until the Contractor meets the performance standard 2 consecutive months, at which time the reduction percentage will reset to the initial levels for the next month an incident resolution time service level is not met.
- Hosting security
/
- Average security breach notification time–30 minutes
- Average time to resolve security vulnerability–18 hours
/ Remediation meeting.
- Disaster recovery and Continuity of Operations
/
- Recovery time objective (RTO)–18 hours
- Recovery point objective (RPO)–1 day
/ Remediation meeting and increased reporting.
- Elastic scaling
/
- Simultaneous users–175
- Transaction rate–1,600 daily
- Transaction increase rate–3%/year
/ Remediation meeting.
- Deliverable submitted on time and within quality standards
/
- On-time deliverables–100% submitted on time
- Deliverable quality–90% submitted with no more than 1 round of rework
/ Remediation meeting.
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