Service Level Agreement

with [ vendor name]

Web Content Management (WCM)

Drupal Managed Cloud Solution

City and County of San Francisco

March 2015


Service Level Agreement Approvals

Contractor’s Name and Company Date

City and County of San Francisco Date


Table of Contents

Service Level Agreement Terms 4

Purpose 4

Terms 4

Change Process for this Agreement 4

Contractors’ Services 5

WCM Managed Cloud Support Services 5

Drupal WCM Support Services 7

Problem Reporting & Resolution 8

Support Overview 8

Problem Resolution Process 8

Problem Severity Matrix 9

Perfomance Reporting & Evaluation 10

Performance Metrics 10

Performance Metrics Definition 10

Service Level Agreement Terms

Purpose

This Service Level Agreement (SLA) is made and entered into by [vendor name] (the “Contractors”) and the City and County of San Francisco (the “City”) for the deployment and support of the Drupal Web Content Management (WCM) Managed Cloud Solution. It serves as an addendum to the terms laid out in the Statement of Work signed by the Contractors with the City.

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Terms

The term of this agreement is [start date] to [end date] or as outlined in the Statement of Work signed by the Contractors with the City.

Change Process for this Agreement

This Service Level Agreement may be reviewed at any time. Factors that may initiate a need for review and modification of the agreement include changes in the amount or type of services required; feedback that indicates service issues, significant changes in workload projections, and/or changes in funding. Changes will be incorporated into the Service Level Agreement through addenda pending approval of all parties.

Contractors’ Services

The Contractors will provide the following services in support of the City’s Drupal Web Content Management (WCM) Managed Cloud Solution as stated in the Statement of Work signed by all parties.

WCM Managed Cloud Support Services

SERVICE / DESCRIPTION / SPECIFICATIONS

Hosting

/ Hosting of City’s Drupal web sites in a secure physical environment where the related servers can be kept up and running 24 hours a day, 7 days a week (24x7). Contractor will provide, maintain support all appropriate network, hardware and software to support these sites. / Available 24x7

Cloud Monitoring

/ Provide a 24x7x365 system monitoring, downtime notification and technical support by email and phone help desk. / Available 24x7
Availability / Availability of all City Drupal web sites through the internet without any interruption except for standard scheduled maintenance windows and scheduled downtime where the City is notified 48 hours in advance. / Available 24x7 except for scheduled downtime with 48hr advance notice

Redundancy

/ Fully redundant hosting environment. All servers, routers, firewalls and load-balances will be redundant with automatic failover in the event of failure. In addition to physical redundancy, contractors will provide redundant connectivity. / Available 24x7
Data Backup and Recovery / Full data backups (code, static files, databases, etc.) will be performed on the production systems daily. As a result, contractors will be able to recover data at any time without significant delay. / Available 24x7.
Data Security and Integrity / Prevent unauthorized access to the servers hosting City’s web sites and promptly notify City of any known security breaches. An access audit trail is maintained to inspect problems. / Available 24x7
Disaster Recovery / Make internal disaster recovery snapshots of all City data every day and retain these snapshots for 3 months. In the event of a total data center loss or a loss of multiple disk systems, these backups will be used to restore City web sites at another location within 24 hours of an event. / Available 24x7
Maintenance & Upgrades / Maintenance and upgrade of hardware and software whenever necessary to enhance web services provided to the City. / Available 24x7
Quality of Website Response / Perform regular performance tuning and caching to ensure the production web sites response time to be 150 milliseconds or less. The response time is the lapsed time between a web page request thru a web user web browser and the fully display of the requested web page at the user web browser. / Website response time: 150ms or less
Traffic and Performance Reporting / Contractors will provide tools to let the City monitor via the internet in real time through secure access traffic and performance metrics. / Available 24x7

Drupal WCM Support Services

SERVICE / DESCRIPTION / SPECIFICATIONS

Drupal Hybrid WCM Support

/ Full dedicated support for Drupal WCM solution delivering software and maintenance support for all City websites hosted on the managed cloud solution. / Monday thru Friday 8 a.m. – 6p.m. PT

Drupal Core Support

/ Support and apply Drupal software upgrades & security patches pertaining to Drupal Core and related module fixes. / Monday thru Friday 8 a.m. – 6p.m. PT

Drupal OpenPublic Support

/ Support and apply Drupal software upgrades & security patches pertaining to Drupal OpenPubilc and related module fixes. / Monday thru Friday 8 a.m. – 6p.m. PT

Drupal Software Full Support

/ Drupal WCM Application maintenance and security support, troubleshooting problems and applying fixes. / Monday thru Friday 8 a.m. – 6p.m. PT

Drupal Administration Support

/ Drupal Administration support including but not limited to: Updates or upgrades to Apache, PHP, Databases or the Operating System; LAMP stack changes pertaining to performance tuning; Drupal core security updates; Module installation and configuration; Module Security Updates; Module feature updates on request; Creation and modification of views and content types; Setting up new sites or archive existing sites. / Monday thru Friday 8 a.m. – 6p.m. PT

Drupal WCM City Websites Support

/ Full support for each agency’s custom website including incident resolution for fixing any code bug, or defect at Drupal or custom code level that affects the performance, functionality or operation of a website or its search. Although the City Web services team will provide first line of response to customers’ requests, vendor’s dedicated support staff will provide routine support maintenance for each agency’s website. / Monday thru Friday 8 a.m. – 6p.m. PT
Drupal WCM Monitoring, Notification and Support / Provide Drupal WCM software monitoring, downtime notification and technical support by email and phone help desk during City business hours (Monday through Friday 8am-6pm PST). Provide access to online help desk system to track status of incidents and requests. / Monday thru Friday 8 a.m. – 6p.m. PT
Support and Problem Management / Contractors will assign the City a single point of contact responsible for problem ownership, resource coordination and timely resolution of all issues. All issues will be logged in a problem management system that the City can access to obtain resolution history and open issue status. / Available 24x7 (After normal business hours support will be provided by hosting facility for priority 1 and 2 issues)

Problem Reporting & Resolution

Support Overview

Contractors will assign the City a single point of contact and Support Lead responsible for problem ownership, resource coordination and timely resolution of all issues. The Support lead will coordinate resolution of all issues whether they apply to the Drupal WCM solution or to the WCM Managed Cloud operations. All issues will be logged in a problem management system that the City can access to obtain resolution history and open issue status.

The WCM Solution Support staff will be accessible during normal business hours and will be expected to respond within a specific timeframe depending on problem severity as outlined in the Problem Severity matrix below. After business hours all high priority support requests will be submitted to the WCM Managed Cloud support staff responsible for 24x7 cloud support and monitoring.

Primary Contact Support during Business Hours (8 a.m. – 6p.m. PT Monday thru Friday)

·  Primary Support Lead: To Be Determined

·  Phone: To Be Determined

·  E-mail: To Be Determined

Secondary Contact Support after Business Hours

·  After Hours Support Contact: To Be Determine

·  Phone: To Be Determined

·  E-mail: To Be Determined

Problem Resolution Process

STEP / ACTION
1. Capture Request / Support staff captures requests that arrive via phone or e-mail.
2. Log Request / Support staff opens ticket in the problem management system. The ticket will include Customer's name and contact information, problem description and its severity and the time of the receipt of the request.
3. Initial Resolution Attempt / Support staff will attempt to solve the problem.
4. Escalation of Request / If the Support staff is unable to resolve the problem, or if the request is not being resolved in the time set by the assigned severity level, the request will be escalated. The Support staff will continue to function as the customer contact until resolution is achieved. If the issue is not resolved within the defined timeframe, status is provided via e-mail and/or phone until the problem is resolved. Each activity will be logged into the problem management system.
5. Close Request / Support staff will consult with the Customer to determine if the problem was resolved to the satisfaction of the Customer. The ticket will be closed only after customer satisfaction information has been gathered.

Problem Severity Matrix

At the time the problem is logged, the City and Contractor’s Support staff will establish the priority based on Priority Severity Matrix below.

Priority 1 (High) / Priority 2 (Low)

Business Impact

/ Failure causes customer to be unable to use substantial portions of the service or website / Failure causes customer to be unable to use some portions of the service or website.
Workaround / No acceptable and implemented workaround exists. / An acceptable and implemented workaround exists.
Response Time / 1 hour (24x7) / 8 hours (business day)
Resolution Time / 8 hours (business day) / 24 hours (business day)

Performance Reporting & Evaluation

Performance Metrics

The performance of Contractors will be evaluated based on the following set of 2 key performance metrics aligned with the City’s intent to ensure delivery of quality of services.

Performance
Metrics / Acceptable Ranges
(Green Zone) / Marginal Ranges
(Yellow Zone) / Unsatisfactory Ranges (Red Zone)
Metric 1:
Availability / 99.95% - 100% / 99.90% - 99.94% / 99.89% or Below
Metric 2:
Time to Resolve High Priority (1) Issues / 8 hours or less
(24x7 basis) / 9-24 hours
(24x7 basis) / 25 hours or more
(24x7 basis)
Service Penalties / 0% / 5% / 15%

At the end of every calendar quarter, the Contractors will submit to the City the 2 key performance metrics mentioned in the matrix above measuring performance during the quarter. If any of the 2 key metrics are within the marginal or unsatisfactory ranges as outlined in the matrix above, the City may elect to assess service penalties and have the Contractor reimburse a portion of the service fees paid by the City for an amount equivalent to the penalty outlined in the matrix above. Contractors will also provide the City a document outlining the improvement initiatives it will put in place to improve performance.

Performance Metrics Definition

Metric / Definition / System of Record

Availability

/ Availability will be calculated per calendar quarter, as follows:
[(Total Quarter Time – Un-Scheduled Downtime) ÷ Total Quarter Time] x 100 / Independent third party tool or service that Contractor will provide to the City to validate service availability.

Time to Resolve High Priority (1) Issues

/ Resolution Times =
(Date/Time of Issue Resolution -
Date/Time of High Priority Issue Reported by the City). / Help desk/Problem management tool used by Contractor to manage requests. The City will be provided access to this tool to validate resolution times.

Web Content Management Drupal Cloud Solution SLA 10