APPENDIX U

SERVICE LEVEL AGREEMENTS (SLA’s)

Performance Metric / Performance Target / Definition / Calculation / Frequency of Review / Service Credit
Support Response Time / During core business hours – 30 minutes
During non-core business hours for tax filing months – 1 hour
During non-core business hours for non-filing months – 4 hours / The time required for contractor to respond to problem/incident request / Time from problem/incident is reported until response is received / Continual / 5% of monthly Application Maintenance and Operational Support
Problem /Incident circumvention or resolution time (Severity 1 and 2) / Severity Level 1: Category = Critical – 2 hours
Severity Level 2: Category = Major - 24 hours / After the problem or incident is reported to the contractor, the time required for circumvention or the solutionto the problem to be implemented. / Time from problem/incident is reported until the problem/incident is circumvented or a solution is implemented. / Continual / 1 day of the cost of Application Maintenance and Operational Support per problem/incident per each day the problem/incident remains unresolved
Problem /Incident resolution identification
(Severity 3 and 4) / Severity Level 3: Category = Minor – 3 business days
Severity Level 4: Category = Cosmetic – agreed upon release date / After the problem or incident is reported to the contractor, the time required for circumvention or the solution to the problem is identified and accepted by the L&I project manager. / Time from problem/incident is reported until the problem/incident is circumvented or a solution is identified and accepted by L&I. / Continual / 1 day of the cost of Application Maintenance and Operational Support per problem/incident per each day the problem/incident remains unresolved
System Documentation / No more than 3 business days after release implementation / The time required for the contractor to deliver the release associated documentation. / Time from release implementation until the delivery of release associated documentation. / Per release / 1% of the total cost per releaseper business day
Implementation plan / No less than 30 calendar days prior to the scheduled production release / Final implementation plan will be delivered 30 calendar days prior to release deployment to production / Time from delivery of the implementation plan to release deployment to production. / Per release / 1% of the total cost per release per each calendar day
Deployment manifest / No less than three (3) business days prior to the scheduled implementation date / A final updated deployment manifest is to be delivered to L&I no less than three (3) business days prior to the scheduled implementation date / Time from deployment manifest delivery until the scheduled implementation date. / Per release / 1% of the total cost per releaseper each business day
Release Final Acceptance / All Post Production Defects corrected and submitted for User Acceptance Testing within 30 calendar days from release implementation / All defects have been corrected and submitted for User Acceptance Testing. No longer than 30 calendar days from release implementation. / Number of calendar days exceeding 30 calendar days for which defects have not been corrected and submitted for User Acceptance Testing. / Per release / 1% of thetotal cost per releaseper each calendar day
Release Final Report / Release final report delivery within 60 calendar days from release implementation. / Report must be delivered on time and must contain the required elements. No longer than 60 calendar days from release implementation. / Number ofcalendar days exceeding 60 calendar days for which release final report has not been delivered to L&I with all required elements. / Per release / 1% if thetotal cost per releaseper each calendar day
Deliverable Due Dates / 100% on time except as notated in separately defined SLAs / All deliverables as described in the RFP shall be of high quality and delivered by due dates established in the approved work plan / Any deliverable not delivered by the scheduled due date or not accepted by L&I due to quality issues will be a failure to meet this SLA. / Per deliverable / 5% of the cost of the deliverable

If any of the SLA metrics defined in this document are not met, L&I, at its sole discretion may require the Contractor to develop a corrective action plan.

Maximum at Risk Amount: a defined percentage of monthly Application Maintenance and Operational Support cost which is not exceeded when assessing service credits. Maximum at risk amount is 10% of the monthly invoice amount. The method for assessment will be to deduct the service credit amount from the monthly invoices submitted under this contract.

Service Level Credit: credit available to the Commonwealth should the service provider fail to meet minimum service levels.

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