08. Schedule D - Service Level Agreement - RFP 260000002269.docx

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.

For purposes of these Service Level Agreements, performance will be measured separately for each service location.

Verified service failures resulting solely from circumstances beyond the Contractor's reasonable control may be considered by the State before service credits are assessed.

Service Level Agreements for this Contract will be as follows:

Scheduled Pickup Completion

Complete all scheduled pickups in accordance with the approved pickup frequency and service schedule established for the service location.

Service containers during approved service hours unless otherwise approved by the State.

Correct any missed pickup within one (1) business day after notification.

The acceptable standard is 100% compliance.

1. The State is entitled to an invoice credit of $25.00 per instance for a missed pick-up as noted on the DO without prior written approval of the program manager.

1. Upon notification of the missed pick up by the affected Agency, the State is entitled to an invoice credit of $50 per day for each subsequent day a missed pick-up is not remedied.

1. Upon second missed pick-up at the same location within a month, the State reserves the right to procure rubbish removal services from a 3rd party.

Extenuating circumstances will be reviewed by the Program Manager before any Service Credits are assessed.

At the discretion of the State, these credits may be applied toward any payable due to the Contractor or be payable directly to the State. Payments made directly to the state will be completed within 10 days of notice of assessment.

Service Request Response

1. Acknowledge complaints and service requests within four (4) business hours.

1. Provide a response plan for on-call pickups within four (4) business hours.

1. Respond to routine operational inquiries within one (1) business day.

Resolve billing inquiries within three (3) business days.

The acceptable performance standard is 100% compliance.

1. Fourth through tenth occurrence annually: $50 service credit.

Eleventh and subsequent occurrence annually: $100 service credit.

Extenuating circumstances will be reviewed by the Program Manager before any Service Credits are assessed.

At the discretion of the State, these credits may be applied toward any payable due to the Contractor or be payable directly to the State. Payments made directly to the state will be completed within 10 days of notice of assessment.

Container Repair and Replacement

1. Unsafe or unusable containers must be repaired or replaced within two (2) business days after notification.

1. Temporary replacement equipment shall be provided when required by the Contract.

The acceptable performance standard is 100% compliance per service location.

1. Failure to repair or replace within required timeframe: $100 service credit.

1. Additional $100 for each additional business day beyond the required completion date.

Extenuating circumstances will be reviewed by the Program Manager before any Service Credits are assessed.

At the discretion of the State, these credits may be applied toward any payable due to the Contractor or be payable directly to the State. Payments made directly to the state will be completed within 10 days of notice of assessment.

Timely Reporting

The report must contain sufficient detail to allow the State to verify performance separately for each service location.

The acceptable standard is 100% compliance.

$100.00 will be assessed on the 16th day and every 5 business days thereafter until the complete and accurate report is received.

A report that is materially incomplete or inaccurate will be considered not received until corrected.

Extenuating circumstances will be reviewed by the Program Manager before any Service Credits are assessed.

At the discretion of the State, these credits may be applied toward any payable due to the Contractor or be payable directly to the State. Payments made directly to the state will be completed within 10 days of notice of assessment.

Invoice Accuracy

No additional terms or pricing changes will be included with any invoice.

The acceptable standard is 100% compliance.

After the third inaccurate invoice for the same service location within a calendar year, the State may assess a $250 service credit for each additional inaccurate invoice submitted during that year.

The Contractor must not suspend service due to payment delays or disputed invoices. Any unauthorized service interruption may result in a $500 credit for the affected location, plus $250 for each additional day the suspension continues.

Extenuating circumstances will be reviewed by the Program Manager before any Service Credits are assessed.

At the discretion of the State, these credits may be applied toward any payable due to the Contractor or be payable directly to the State. Payments made directly to the state will be completed within 10 days of notice of assessment.

Same-Day Compactor Return (MDOC locations only)

Extenuating circumstances will be reviewed by the MDOC Contract Manager before any Service Credits are assessed.

At the discretion of the State, these credits may be applied toward any payable due to the Contractor or be payable directly to the impacted Agency. Payments made directly to the impacted Agency will be completed within 10 days of notice of assessment.

Therefore, the State may assess invoice credits against Contractor’s invoice per the program manager or at their designee.

Site Cleanliness

· Remove all spills caused during servicing.

· Collect overflow material required under the Contract.

· Return containers upright and properly positioned.

The acceptable standard is 100% compliance.

Service Implementation & Service Changes

1. Complete implementation of new services within 10 business days from the date of order, unless otherwise approved by the State per section 18.3 of Schedule A.

1. Implement new services or changes to established locations within five business days after receipt of the Delivery Order, unless otherwise approved by the State per section 18.4 of Schedule A.

1. Complete contract activities as outlined in sections 18.2 and 18.3.

The acceptable standard is 100% compliance.

RFP 260000002269

image1.png