APPENDIX S, DOR SERVICE LEVEL AGREEMENTS

Performance Metric / Performance Measure / Performance
Target / Definition / Calculation / Frequency of Review / Service Credit
Deliverables / Deliverable(s) completed on time / 100% / Deliverables competed and accepted by DOR by date agreed to in the project schedule.
DOR requires two business days to complete the approval process. / Deliverable due date, completion and acceptance by 4:00 PM EST.
(Acceptance Date – Due Date) = Result
If Result is >0 Then:
(Result x $500)= Service Credit / Continual / $500 per calendar day beginning the first day after the scheduled due date, up to 100% of the deliverable cost.
Milestones / Milestone(s) completed on time / 100% / Milestones completed and accepted by DOR by date agreed to in the project schedule.
DOR requires two business days to complete the approval process. / Milestone due date, completion and acceptance by 4:00 PM EST.
(Acceptance Date – Due Date)= Result
If Result is >0 Then:
(Result x $1,000)= Service Credit / Continual / $1,000 per calendar day beginning the first day after the schedule due date, up to 100% of the milestone cost.
Support Response Time
Problem/Incident / Severity Level* 1 and 2:
Within 30 minutes during core and non-core processing hours. / 100% / Any support request not answered by a live agent (ex. Phone, voicemail, chat, etc.) must be responded to within 30 minutes by a live agent during the core business of 7:00 AM to 5:00 PM EST and within 60 minutes during non-core business hours, excluding Commonwealth holidays, and weekends as requested. / Time from the initial contact until the response is received.
( # of occurrences where the performance target is not met within a month)x(0.03)x(monthly Solution Maintenance and Support Cost) = monthly service credit / Monthly / 3% Reduction in the Monthly cost for Maintenance and Support per occurrence.
Support Response Time
Problem/Incident / Severity Level* 3 and 4:
Within 60 minutes during core processing hours.
Within 8 hours during non-core processing hours / 100% / Any support request not answered by a live agent (ex. Phone, voicemail, chat, etc.) must be responded to within 60 minutes by a live agent during the core business of 7:00 AM to 5:00 PM EST and within 480 minutes during non-core business hour, excluding Commonwealth holidays, and weekends as requested. / Time from the initial contact until the response is received.
( # of occurrences where the performance target is not met within a month)x(0.03)x(monthly Solution Maintenance and Support Cost) = monthly service credit / Monthly / 3% Reduction in the Monthly cost for Maintenance and Support per occurrence.
Circumvention or resolution time
Problem/Incident / Severity Level* 1: Circumvention or Resolution within 120 minutes
Severity Level* 2: Circumvention or Resolution within 24 hours / 100% / Amount of time needed to circumvent or resolve a reported problem or incident. / Time from when a problem/incident is reported until the problem/incident is circumvented or resolved.
( # of occurrences where the performance target is not met within a month)x(0.03)x(monthly Solution Maintenance and Support Cost) = monthly service credit / Monthly / 3% Reduction in the Monthly cost for Maintenance and Support per occurrence.
Circumvention or resolution time
Problem/Incident / Severity Level* 3:
Circumvention or Resolution within 3 calendar days / 100% / Amount of time needed to circumvent or resolve a reported problem or incident. / Day of the agreed upon release date until the date the problem/incident is circumvented or resolved.
( # of occurrences where the performance target is not met within a month)x(0.02)x(monthly Solution Maintenanceand Support Cost) = monthly service credit / Monthly / 2% Reduction in the Monthly cost for Maintenance and Support per occurrence.
Circumvention or resolution time
Problem/Incident / Severity Level* 4:
Circumvention or Resolution by agreed upon release date / 100% / Date DOR agrees, to with the selected Offeror to, circumvent or resolve a Problem/Incident. / Day of the agreed upon release date to the date defect is resolved.
(Actual Resolution Date - Agreed Upon Resolution Date)x(500) = monthly service credit / Monthly / $500 for each instance and an additional $500 for each day beyond the two business day allotted until resolution.
Defect Resolution / Severity Level* 1:
Circumvention, Resolution, or Rollback within 8 hours / 100% / Amount of time to resolve technical defects reported following a new release, patch or system upgrade in production based on the severity level of the defect. / Time of defect reported until time of defect resolution – allotted amount of time for resolution based on severity level
( # of occurrences where the performance target is not met within a month)x(1000) = monthly service credit / Monthly / $1000 for each instance and an additional $1000 for each day until resolution.
Defect Resolution / Severity Level* 2:
Circumvention, Resolution, or Rollback within 48 hours / 100% / Amount of time to resolve technical defects reported following a new release, patch or system upgrade in production based on the severity level of the defect. / Time of defect reported until time of defect resolution – allotted amount of time for resolution based on severity level
( # of occurrences where the performance target is not met within a month)x(1000) = monthly service credit / Monthly / $500 for each instance and an additional $500 for each day beyond the two business day allotted until resolution.
Defect Resolution / Severity Level* 3 and 4:
Circumvention or Resolution by agreed upon release date / 100% / Date DOR agrees, to with the selected Offeror to, circumvent or resolve a Problem/Incident. / Day of the agreed upon release date to the date defect is resolved.
(Actual Resolution Date - Agreed Upon Resolution Date)x(500) = monthly service credit / Monthly / $500 for each instance and an additional $500 for each day beyond the two business day allotted until resolution.
Availability / >= 98.39% during core business hours defined as 7:00 AM to 5:00 PM Eastern Time (EST or EDT as applicable), excluding Commonwealth holidays, and weekends as requested. / 100% / This service level measures the percentage of time the Applications are available during the applicable measurement window. This measurement is by tax type.
Availability is defined by whether the application is available to all users of the system or tax type.
During the Operations, Maintenance, and Support phases of the project, the accumulation of more than 0.5% of system down time, attributable to the Offeror, due to one or more incidents. / The Service Level calculation for Applications Availability is the sum of Actual Uptime for the individual Applications divided by the sum of expected, scheduled Uptime for the Applications, with the result expressed as a percentage.
= 1 – ((sum of minutes the application is not available) / (sum of minutes the solution is scheduled to be available)) expressed as a percentage / Monthly / 5% Reduction in the Monthly cost for Maintenance and Support.

*Severity Level:

Severity Level 1:Major functionality of system is not available or operational for all users

Severity Level 2: Major functionality of system is not available or operational for multiple users, or a major function not available for a single user.

Severity Level 3: Minor function of hosted system is not operational for multiple users but all other functionality is available and operational for user.

Severity Level 4: Minor function of hosted system is not operational for single user, but all other functionality is available and operational for users

OR

Severity / Category / Description
Level 1 / Critical / A “show stopper”; a critical system failure; no further processing is possible; users unable to perform work; no acceptable work-around, alternative, or bypass exists.
Level 2 / Major / Processing is severely impacted; users are unable to proceed with selected function or dependents; software does not operate as specified; a major function or feature is missing or not functioning which causes a degradation in service; inaccurate or incorrect data provided to customers; no acceptable work-around, alternative, or bypass is available.
Level 3 / Minor / A component, minor function, or procedure is impaired (down, disabled, incorrect) however processing can continue. A mutually agreed workaround, alternative, or bypass is available.
Level 4 / Cosmetic / Minor cosmetic change is required, a superficial error with no effect on operations.

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