Psp Paucrs Service Level Agreements
APPENDIX AA
PSP PAUCRS SERVICE LEVEL AGREEMENTS
VENDOR HOSTED
6100038971
Performance Metric / Performance Measure / PerformanceTarget / Definition / Calculation / Frequency of Review / Service Credit
Availability / >=99% during core hours, defined as Monday through Friday 7:00 A.M. to 5:00 P.M. Eastern Time (EST or EDT as applicable)
>= 95.0% during non-core hours, defined as anytime outside of core hours / 99% / This Service Level measures the percentage of time the Applications are Available during the applicable Measurement Window. This measurement is by application, not by server instance. Availability is defined by whether the application residing on any of the associated server instances is available to users. Targeted Applications will be determined by the Commonwealth based on the critical nature of the Agency Application. / The Service Level calculation for “Targeted Applications Infrastructure 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 / one (1) month of the cost of Maintenance and Support per incident
Incident is defined as any failure to meet the established performance target in a month.
System unavailability Notification / 2 hours / 100% / The selected Offeror must notify the Commonwealth of any system unavailability within two (2) hours of discovering or receiving notice of system unavailability. / Number of Notifications made in less than two (2) hours/Number of Unavailability Notifications / Continual / one (1) day of the cost of Maintenance and Support per incident
Resolution Time Severity Level 1 / Incident Resolution in <180 minutes / 100% / Includes all application and infrastructure components defined as Severity Level 1 events. Severity Level 1 events include, but are not limited to, hosted or major functionality of system is not available or operational for all users. / The Service Level calculation for “Resolution Time – Severity Level 1” is the total number of Incidents that are, or become, Severity Level 1 that are Resolved within the relevant Resolution Time specified, divided by the total number of Incidents that are or become Severity Level 1 during the applicable Measurement Window, with the result expressed as a percentage.
(Number of Severity Level 1 Incidents Resolved within Limit) / (Total Number of Severity Level 1 Incidents) / Monthly / one (1) day of the cost of Maintenance and Support per incident
Incident is defined as any failure to meet the established performance target in a month.
Resolution Time Severity Level 2 / Incident Resolution in <360 minutes / 100% / Includes all application and infrastructure components defined as Severity Level 2 events. Severity Level 2 events include, but is are limited to, hosted or major functionality of system is not available or operational for multiple users. / The Service Level calculation for “Resolution Time – Severity Level 2” is the total number of Incidents that are, or become, Severity Level 2 that are Resolved within the relevant Resolution Time specified, divided by the total number of Incidents that are or become Severity Level 2 during the applicable Measurement Window, with the result expressed as a percentage.
(Number of Severity Level 2 Incidents Resolved within Limit) / (Total Number of Severity Level 2 Incidents) / Monthly / one (1) day of the cost of Maintenance and Support per incident
Incident is defined as any failure to meet the established performance target in a month.
Resolution Time Severity Level 3 / Incident Resolution in <4,320 minutes (72 hours)[A1] / 100% / Includes all application and infrastructure components defined as Severity Level 3 events. Severity Level 3 events include, but are not limited to, minor function of hosted system is not operational for multiple users but all other functionality is available and operational. / The Service Level calculation for “Resolution Time – Severity Level 3” is the total number of Incidents that are, or become, Severity Level 3 that are Resolved within the relevant Resolution Time specified, divided by the total number of Incidents that are or become Severity Level 3 during the applicable Measurement Window, with the result expressed as a percentage.
(Number of Severity Level 3 Incidents Resolved within Limit) / (Total Number of Severity Level 3 Incidents) / Monthly / one (1) day of the cost of Maintenance and Support per incident
Incident is defined as any failure to meet the established performance target in a month.
Resolution Time Severity Level 4 / Incident Resolution in <5,760 minutes (96 hours)
[A2] / 100% / Includes all application and infrastructure components defined as Severity Level 4 events. Severity Level 4 events include, but are not limited to, minor function of hosted system is not operational for a single users but all other functionality is available and operational. / The Service Level calculation for “Resolution Time – Severity Level 4” is the total number of Incidents that are, or become, Severity Level 4 that are Resolved within the relevant Resolution Time specified, divided by the total number of Incidents that are or become Severity Level 4 during the applicable Measurement Window, with the result expressed as a percentage.
(Number of Severity Level 4 Incidents Resolved within Limit) / (Total Number of Severity Level 4 Incidents) / Monthly / one (1) day of the cost of Maintenance and Support per incident
Incident is defined as any failure to meet the established performance target in a month.
Deliverables / Deliverable(s) completed on time / 100% / Deliverables completed and accepted by PSP by 4:00 PM EST on date agreed to in the project schedule. / Number of Deliverables missed/ Number of Deliverable / Continual / $500 per calendar day beginning the first day after the scheduled due date, up to 100% of the deliverable cost.
Solution Support Availability / 95% availability during core hours / 100% / Percentage of time that supports requests made via phone, voicemail, email, chat etc. are answered by live agent during core hours of Monday through Friday 7:00 A.M. to 5:00 P.M. Eastern Time(EST or EDT as applicable), excluding Commonwealth holidays, and weekends as requested. / Total number of calls answered by live agent / Total calls / Continual / 5% Reduction in Monthly Cost for Post Implementation Operation, Maintenance and Support
Support response time / Within 30 minutes during core hours / 100% / Any support request not answered by a live agent (ex. phone, voicemail, email, chat, etc.) Must be responded to within 30 minutes by a live agent during Core Hours of Monday through Friday, 7:00 AM to 5:00 PM Eastern Time (EST or EDT as applicable), excluding Commonwealth holidays, and weekends as requested. / Number of Requests answered in 30 minutes/Number of Requests Made / Continual / 1% Reduction in Monthly Cost for Post Implementation Operation, Maintenance and Support
Defect resolution / Severity Level 1 – within 1 business day / 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.
Severity Level 1 includes a technical defect that results in at least one of the following; the application launch produces no results, or an entire application module is inaccessible.
/ Number of Defects Resolved within one (1) day/ Number of Defects / Monthly / $500 for each instance
Defect resolution / Severity Level 2 – within 2 business days / 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.
Severity Level 2 includes technical defects that results in at least one of the following; no report within the application produces any data or data has not refreshed in fewer than 24 hours. / Number of Defects Resolved within two (2) days/ Number of Defects / Monthly / $500 for each instance
Defect resolution / Severity Level 3 – within 4 business days / 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.
Severity Level 3 includes defects in one or more application features. / Number of Defects Resolved within three (3) days/ Number of Defects / Monthly / $500 for each instance
“Service Credit" shall mean an amount equal to the pro-rata annual recurring service charges (i.e., all annual recurring charges) for one (1) day of Service.
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[A1]Updated following the conference call to three days as requested.
[A2]This was not discussed on the conference call – I set this to four days. Please update or advise if change is needed