10-13. Service Level Priority Expectations - Attachment B.pdf
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- Attached to
- Fleet Management
- Solicitation number
- FM-2026 RFP
- Issued by
- Cherokee County, Georgia
About this file
This document is a Service Level Priority Expectations attachment for the Cherokee County School District's Transportation Management RFP (TM-2024), which outlines detailed response time expectations for vendor service and system outages. The document defines three priority levels of service: Priority 1 (District-Wide Outage) requires acknowledgment within 30 minutes and resolution as fast as possible, with follow-ups every 2 hours; Priority 2 (Localized/Site-Specific Outage) requires acknowledgment within 1 hour and resolution within 2 business days, with daily follow-ups; and Priority 3 (New Installs/Upgrades/Training) requires acknowledgment within 1 day and resolution within 30 days, with bi-weekly follow-ups.
The service level agreement mandates a 99.95% system availability between 6:00 a.m. and 6:00 p.m. Monday through Friday, with an "outage" defined as a loss of service directly attributed to the vendor or subcontractor's operational control. Priority levels are stratified by urgency and impact, ranging from critical district-wide disruptions to routine service requests, with expectations that vendor personnel will work continuously on critical issues until resolution. The document provides clear guidance on response times, follow-up frequency, and the nature of service interruptions, ensuring transparent communication and performance standards between the school district and its service provider.
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Text version
Cherokee County School District Service Level Priority Expectations
Transportation Management TM-2024 RFP Attachment C
Priority Levels 1 – 3 and Response Times
Type
Priority Level
Urgency
Response Time (Monday – Friday
6:00 a.m. – 6:00 p.m.)
Follow-Up with CCSD
Outage
Priority 1 – District Wide Entire district affected.
System is unavailable.
Critical/High
Acknowledge:
within 30 Minutes Resolve:
As fast as possible
Every 2 hours minimum
Outage
Priority 2 – Localized Outage or Site- Specific Outage System unavailable at one or many sites.
Medium within 1 hour Resolve:
As soon as possible, but within 2 business days
Daily
New
Priority 3 – New Install, Upgrade Services, or Training request with Medium to Low Urgency:
Hardware, software installs and upgrades; Added feature or enhancement, training or question
Low within 1 day Resolve:
As soon as resourcing is available; no longer than 30 days unless communicated and agreed upon by CCSD
Bi-Weekly
An “outage” is defined as a loss of service that is directly attributed to the Vendor or Vendor subcontractor’s operational control. System must be available 99.95% of the time between 6:00 a.m. and 6:00 p.m. Monday through Friday.
Priority 1 – District Wide Outage with Critical/High Urgency
An outage which has a major impact on District operations or administration. Workarounds to provide the same functionality are not possible or cannot be found in time to minimize the impact. All necessary Vendor personnel are expected to work continuously on the issue until resolution.
Priority 2 – Localized Outage or Site-Specific Outage with Medium Urgency
An outage of medium urgency which has a noticeable impact on one or many sites’ operations. No workaround is available, but in many such cases operations can continue in a restricted fashion with some degradation in performance/productivity.
Priority 3 – New Install, Upgrade, Service, or Training request with Medium to Low Urgency
This is a service request that is considered new work and part of the routine CCSD-Vendor interaction, which is a medium to low priority. A request is not a break/fix issue or outage, causes no loss of service, and/or does not impede the use of the system, but may cause an inconvenience.
File details come from the government source that posted it. Updated .