08. Schedule D - Service Level Agreement - RFP 260000001968.docx
DOCX document 72 KB Posted
- Attached to
- RFP for Herbicides, Tank Mixing, and Training
- Solicitation number
- RFP 171 260000001968 2
- Issued by
- Michigan
About this file
This is a Service Level Agreement (SLA) document for RFP 260000001968 issued by the State of Michigan for a contract related to herbicides, tank mixing, and training services. The SLA establishes performance standards and accountability measures that the contractor must maintain throughout the contract term. The agreement outlines four primary service level elements: Delivery Timeliness, Reporting, Customer Service Responsiveness, and Delivery Accuracy and Order Compliance. All deliveries must occur in accordance with approved delivery schedules and facility receiving hours as outlined in the Statement of Work, with 100% compliance required. The contractor must submit all required reports by specified deadlines in complete and accurate form, and must provide timely and effective responses to inquiries, complaints, and service-related issues. Additionally, all items, brands, and quantities delivered must match the Order Confirmation and Delivery Order exactly, with no substitutions permitted without prior written approval from the Program Manager.
The SLA includes specific financial penalties (service credits) for non-compliance across all service level elements. Delivery timeliness violations are assessed at $100 for each of the first five occurrences in a calendar year, escalating to $500 for the sixth occurrence and thereafter. Reporting violations incur $100 per inaccurate or late report, while customer service responsiveness failures result in $50 per instance of missed response or resolution timeframes. Delivery accuracy violations follow the same escalating structure as delivery timeliness, with $100 assessed for the first five occurrences and $500 thereafter in a calendar year. The State retains discretion to apply service credits toward any amounts owed to the contractor or require direct payment to the State within ten days of notice. The Program Manager may review extenuating circumstances prior to any assessment, and the State reserves the right to reconsider or amend SLA amounts should split awards occur.
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Other files
| File | Type | Posted |
|---|---|---|
| 06a. Attachment 1 - Schedule B - Pricing - RFP 260000001968 REV. 6-4-26.xlsx | XLSX spreadsheet | |
| 02. Confidential Treatment Form - RFP 260000001968.docx | DOCX document | |
| RFP 260000001968 - Bidder Q&A.docx | DOCX document | |
| 06. Schedule B - Pricing - RFP 260000001968.docx | DOCX document | |
| 03. Vendor Questions Worksheet - RFP 260000001968.docx | DOCX document | |
| 07. Schedule C - Insurance Requirements - RFP 260000001968.docx | DOCX document | |
| 04. Standard Contract Terms - RFP 260000001968.docx | DOCX document | |
| 01. Proposal Instructions - RFP 260000001968.docx | DOCX document | |
| 06a. Attachment 1 - Schedule B - Pricing - RFP 260000001968.xlsx | XLSX spreadsheet | |
| 05. Schedule A - Statement of Work - RFP 260000001968.docx | DOCX document |
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Text version
Enter your company name Schedule D – Service Level Agreement The Contractor will be held accountable to meet the requirements and the service level requirements established in this Contract.
The State reserves the right to reconsider or amend SLA amounts for split awards should they occur.
Service Level Agreements for this Contract will be as follows:
Delivery Timeliness
| SLA Element |
| Scope, Acceptable Standard & Service Credits |
| Definition and Purpose |
| All deliveries must occur in accordance with: |
The delivery requirements outlined in the Statement of Work; and The approved delivery schedule and Facility receiving hours applicable to each Facility.
See Section 10, Deliveries, for additional requirements.
| Acceptable Standard |
| All deliveries must occur in accordance with the approved delivery schedule for each Facility and Facility Receiving hours. See Section 10 Deliveries. |
Any extenuating circumstances must be communicated to the Program Manager prior to the scheduled delivery.
The acceptable standard is 100% compliance.
| Credit Due for Failing to Meet the Service Level Agreement |
| 1. $100.00 may be assessed for each of the first five occurrences of non-compliance in a given calendar year. |
$500.00 may be assessed beginning with the sixth occurrence of non-compliance and on each occurrence thereafter in a given calendar year.
Extenuating circumstances will be reviewed by the Program Manager prior to assessment.
At the State’s discretion, credits may be applied toward any payable due to the Contractor or be payable directly to the State within 10 days of notice of assessment.
Reporting
| SLA Element |
| Scope, Acceptable Standard & Service Credits |
| Definition and Purpose |
| The Contractor must provide all reports as identified in Section 14 Reporting, unless prior written approval has been received from the Program Manager or designee. |
| Acceptable Standard |
| 1. All reports must be received by the specified deadlines. |
All reports must be complete and accurate. Incomplete or erroneous reports will be returned for correction.
The acceptable standard is 100% compliance.
| Credit Due for Failing to Meet the Service Level Agreement |
| $100.00 may be assessed for each inaccurate or late report submitted according to Section 14 Reporting. |
At the State’s discretion, credits may be applied toward any payable due to the Contractor or be payable directly to the State within 10 days of notice of assessment.
Customer Service Responsiveness
| SLA Element |
| Scope, Acceptable Standard & Service Credits |
| Definition and Purpose |
| The Contractor must provide timely and effective responses to inquiries, complaints, and service-related issues submitted by the State. This ensures consistent communication and issue resolution throughout the contract term. |
| Acceptable Standard |
| Responses to inquiries must be provided in accordance with Sections 11 Technical Support and Repairs, and Section 16 Contractor Program Manager. |
The acceptable standard is 100% compliance.
| Credit Due for Failing to Meet the Service Level Agreement |
| $50.00 may be assessed for each instance where the Contractor fails to meet the response or resolution timeframe. |
At the State’s discretion, credits may be applied toward any payable due to the Contractor or be payable directly to the State within 10 days of notice of assessment.
Delivery Accuracy and Order Compliance
| SLA Element |
| Scope, Acceptable Standard & Service Credits |
| Definition and Purpose |
| The Contractor must ensure that all items, brands, and quantities delivered match the Order Confirmation and Delivery Order exactly. |
| Acceptable Standard |
| No substitutions are permitted without prior written approval from the Program Manager. |
Any extenuating circumstances impacting order accuracy must be communicated to the Program Manager prior to the scheduled delivery.
The acceptable standard is 100% compliance.
| Credit Due for Failing to Meet the Service Level Agreement |
| 1. $100.00 may be assessed for each of the first five (5) occurrences of non‑compliance in a given calendar year. |
1. $500.00 may be assessed beginning with the sixth (6th) occurrence of non‑compliance and for each occurrence thereafter in the same calendar year.
At the State’s discretion, credits may be applied toward any payable due to the Contractor or be payable directly to the State within 10 days of notice of assessment.
Request for Proposal No. 260000001968 image1.png
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