08.Appendix F Professional Broadcast Service Level Agreement.pdf
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- Solicitation number
- 6100066560
- Issued by
- Pennsylvania
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This is a Professional Broadcast Service Level Agreement (SLA) Performance Matrix for the Commonwealth of Pennsylvania outlining performance standards and service credits for a contractor providing professional broadcast, audio visual, and multimedia equipment and services. The agreement establishes specific performance targets across multiple service categories, including equipment delivery within 15 business days (with 2% service credit for late deliveries), correction of incorrect shipments within 10 business days (2% service credit), and support response times differentiated by mission criticality. Mission-critical issues require phone response within 15 minutes and on-site technician arrival within 4 hours, while non-mission critical requests must receive phone response within 8 hours. The contractor must resolve trouble tickets within 12 business hours with a 95% success rate, and deliver quarterly performance and repair reports as well as purchase and performance reports within 15 business days following each quarter end.
The SLA includes escalating penalties for performance failures, specifying that service credits for response time issues range from 2% to 5% of equipment or installation costs depending on the severity of the service category. The agreement establishes enforcement mechanisms whereby failure to meet SLA targets for two consecutive months or three months within a calendar year may render the contractor ineligible to receive orders from any Commonwealth agency for six months. All performance metrics are reviewed quarterly, with calculations based on percentages of timeliness, fix rates, and incident tracking to ensure accountability and consistent service delivery across the Commonwealth's professional broadcast and multimedia needs.
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Appendix F, Professional Broadcast Service Level Agreement
Performance Matrix
Performance Measure
Performance Target
Definition Calculation Frequency of Review
Service Credit
Delivery of Equipment
Within 15 business days.
100% Equipment is delivered within 15 business days or on a date agreed by the Commonwealth following the date the order is placed. Issues outside of the control of the Contractor shall not be considered a violation.
% Timeliness = ((total numbers of orders placed for completion – number of orders received on time)/(total number of orders placed))*100
Quarterly 2% of the total value of the late delivery.
Incorrect shipment to the Commonwealth
Corrected within 10 business days.
100% Incorrect shipments are identified and corrected within 10 business days or on a date agreed by the Commonwealth following the date the incorrect order is identified. Issues outside of the control of the Contractor shall not be considered a violation.
% Timeliness = ((total numbers of orders placed for completion – number of orders received on time)/(total number of orders placed))*100
Quarterly 2% of the total value of the late delivery.
Support Response Time
Mission Critical
100% Phone response within 15 minutes of issue notification. Technician on site within 4 hours.
Time from the initial call until the response is received.
(number of occurrences where the target is not met within one
(1) month)X (.05)X(total cost of the equipment/installation)
Quarterly 5% of equipment /installation cost up to total cost of equipment/installation.
Support Response Time
Non-Mission Critical
100% Phone response to all requests within 8 hours of issue notification. Technician arrival time will be advised to and agreed upon by the reporting agency.
Time from the initial contact until the response is received.
(number of occurrences where the target is not met within one
(1) month)X (.05)X(total cost of the equipment/installation)
Quarterly 2% of equipment /installation cost up to total cost of equipment/installation.
Issue Response Time Trouble Tickets
Resolved
95% Within 12 business hours from the time the Commonwealth submits a trouble ticket to the Contractor, to the time the equipment is returned to full and complete operational status.
%Fix Rate = ((Total number of trouble tickets placed for resolution - number of trouble tickets resolved on time) / (total number of trouble tickets placed)) * 100
Quarterly If the Contractor fails to meet the SLA for 2 consecutive months or 3 months within a calendar year, the Contractor may be ineligible to receive orders from any agency in the Commonwealth for 6 months.
Appendix F, Professional Broadcast Service Level Agreement
Matrix
Performance Measure
Performance Target
Definition Calculation Frequency of Review
Service Credit
Delivery and Repair Reports
No later than 15 business days after the end of the quarter.
100% Quarterly reports detailing delivery metrics, response/fix-time metrics, and the status of outstanding issues.
Number of instances where the delivery of the report exceeds 15 business days from the end of the quarterly reporting period.
Quarterly If the Offeror fails to meet the SLA for two (2) consecutive months or three (3) months within a calendar year, the Contractor may be ineligible to receive orders from any agency in the Commonwealth for six (6) months.
Purchase and
Reports
No later than 15 business days after the end of the quarter.
100% Quarterly reports detailing purchasing activity, performance and customer satisfaction.
Number of instances where the delivery of the report exceeds 15 business days from the end of the quarterly reporting period.
Quarterly If the Offeror fails to meet the SLA for two (2) consecutive months or three (3) months within a calendar year, the Contractor may be ineligible to receive orders from any agency in the Commonwealth for six (6) months.
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