08 Appendix F - Service Level Agreements.docx
DOCX document 33 KB Posted
- Solicitation number
- 6100060440
About this file
This document is an appendix to a Request for Proposals (RFP) issued by the Pennsylvania Department of General Services (DGS) on behalf of the Bureau of Facilities Management (BFM) for elevator and escalator preventative maintenance and repair services. The RFP covers elevators and escalators located in various buildings managed by DGS BFM in the Harrisburg, Reading, and Scranton areas. The selected contractor will be required to meet specific service level agreements (SLAs) for repair times and emergency response, with penalties for non-compliance. Mandatory on-site visits for interested bidders are scheduled for July 2024 at the Harrisburg, Scranton, and Reading locations.
The RFP outlines the SLA requirements, including a 48-hour repair time for any unit removed from service, and emergency response time requirements of 30 minutes during normal business hours and 1-2 hours for after-hours, weekends, and holidays depending on location. SLA penalties will be charged based on the contractor's hourly labor rate for unplanned repairs. If the SLA penalty does not cover the full cost, the Commonwealth may use other forms of payment.
View the file
Other files
| File | Type | Posted |
|---|---|---|
| 04 Appendix B - Mandatory On-SIte Visit Schedule_Final.xlsx | XLSX spreadsheet | |
| 01 DGS Elevator Maintenance Technical Submittal_Final.docx | DOCX document | |
| 06 Appendix D - Personnel Listing and Experience by Position.docx | DOCX document | |
| 02 Terms and Conditions_Final.docx | DOCX document | |
| 05 Appendix C - RFP Cost Submittal Worksheet.xlsx | XLSX spreadsheet | |
| 09 Appendix G - Preventative Maintenance_Repair Requirements Tasks.docx_.docx | DOCX document | |
| 07 Appendix E - COPA Holidays.docx_.docx | DOCX document | |
| 03 Appendix A - DGS Elevator-Escalator Equipment List_06_10_24.xlsx | XLSX spreadsheet | |
| 10 Appendix H - Change Notice Form for Addition or Removal of Equipment.docx | DOCX document |
On GovTribe
Work with this file
- Download the original file
- Contacts named in this file
- Similar government files
- Ask GovTribe AI about this file
Text version
Appendix F
SERVICE LEVEL AGREEMENTS (SLA)
To ensure that the best service is provided to the Commonwealth, several service level agreements have been developed to hold the Contractor accountable for their actions when service expectations are not met.
Reports detailing compliance with service level agreements (SLAs) must be provided to the Commonwealth quarterly. The report shall include the specific data requested to demonstrate compliance for each service level agreement, and any service level agreement violations. The monthly report shall include all data and documentation necessary to establish compliance or evidence of noncompliance. The quarterly report must include the active total of service credits owed by the Contractor to the Commonwealth.
The following additional general provisions shall apply to SLAs:
1. The Commonwealth, in its discretion, may choose to waive the SLA penalty for any SLA based on the individual circumstances of the issue or demonstration of continued compliance, with limited exceptions.
1. Regarding the notification of a unit removed from operational service, for the purposes of these SLA’s, “notification” shall be when the Contractor is notified by the DGS Bureau of Facilities Management (DGS BFM).
| # |
| RFP AGREEMENT STANDARD |
| SERVICE LEVEL AGREEMENT (SLA) |
| SLA PENALTY |
| 1. |
| Repair Time Requirements (See Technical Submittal Section I-3., B.6.) |
| For any unit that must be removed from operational service due to a system malfunction, the Offeror must complete work needed to return the unit to working order within 48-hours of notification. |
| One (1) hour/labor rate will be charged if the unit is not returned to working order between 48 and 96 hours of notification, and one (1) hour/labor for every 24-hour period after 96 hours of notification. |
| 2. |
| Emergency Call Response Time |
| Awarded Offeror(s) must arrive onside within: |
· 30 minutes during normal working hours of 6 AM to 6 PM for Harrisburg locations
· 1 hour for weekday after-hours, weekends, and holidays for Harrisburg locations
· 1 hour during normal working hours of 8 AM to 4:30 PM for Reading and Scranton State Office Buildings
· 2 hours for weekday after-hours, weekends, and holidays for Reading and Scranton State Office Buildings One (1) hour/labor rate for every hour of lateness.
SLA Penalty
1. SLA Penalty. The SLA Penalty will have the equivalent value to the Offeror’s contract hourly labor rate for unplanned repairs.
2. Redemption. In the event that SLA Penalty will not suffice the entire cost of the Commonwealth’s desired services, the Commonwealth may pay for any portion of the services with another appropriate form of payment.
File details come from the government source that posted it. Updated .