SLA-recreational_permitting_0002.pdf
PDF 156 KB Posted
- Attached to
- Solicitation Notice - Recreation Permitting & Tran Federal contract opportunity
- Solicitation number
- 140F1S26Q0052
About this file
This document is a Service Performance, Corrective Action and Credits schedule that establishes service level agreements (SLAs) and uptime requirements for a platform service.
The SLA framework defines four severity levels with corresponding response times and resolution windows: S1 (Critical) requires a 1-hour response and 4-hour resolution for system outages with no workaround; S2 (High) requires 2-hour response and 8-hour resolution for major function impairment; S3 (Medium) requires 4-hour response and 3-day resolution for minor function impairment; and S4 (Low) requires 1-day response and next scheduled release for cosmetic issues and enhancements. All response times and resolution windows are governed by Eastern Standard Time. The Contract Officer Representative (COR) is notified when response or resolution timeframes lapse, and both the COR and contractor project manager can mutually agree to reclassify severity mid-ticket. Root-cause analysis is required for all S1 incidents within 15 business days. Uptime is measured through automated minute-by-minute requests to platform pages, with two consecutive non-2XX responses constituting downtime.
Service credits are assessed based on monthly uptime performance: 99-100% uptime incurs no credit; 98-98.99% uptime incurs 5% credit; 95-97.99% incurs 10% credit; and less than 95% incurs 20% credit. Additionally, each missed response time or target resolution window results in a 1% monthly fee credit. Scheduled maintenance windows are defined as Sundays 12:00 AM–9:00 AM Eastern, with 8-hour advance notice required for emergency or critical patches; only maintenance performed within the announced window and duration is excluded from uptime calculations, with overruns counting against uptime. Unscheduled or emergency maintenance requires immediate notice to the COR.
View the file
Other files for this federal contract opportunity
| File | Type | Posted |
|---|---|---|
| Sol_140F1S26Q0052_Amd_0003.pdf | ||
| B09_-_RFQ_140F1S26Q0052_Q_A_(1)_0002.pdf | ||
| Sol_140F1S26Q0052_Amd_0002.pdf | ||
| data-dictionary_0002.xlsx | XLSX spreadsheet | |
| Sol_140F1S26Q0052_Amd_0001.pdf | ||
| B08_-_140F1S26Q0052.pdf | ||
| Sol_140F1S26Q0052.pdf |
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Text version
Service Performance, Corrective Action and Credits
Severity Definition Response Time
Target Resolution/Workaround
S1 – Critical
System down, no workaround, data loss/security incident
1 business hour 4 business hours
S2 – High Major function impaired, workaround exists but painful
2 business hour 8 business hours
S3 – Medium
Minor function impaired, easy workaround
4 business hours 3 business days
S4 – Low Cosmetic, documentation, enhancement requests
1 business day Next scheduled release
Escalation path: COR is notified when a tier's clock lapses.
Severity reclassification process — COR and contractor project manager can agree to change severity mid-ticket.
Response time and resolution windows are governed by EST.
Root-cause analysis (RCA) required for all S1s within 15 business days.
Uptime measurement: the COR will make automated requests to various platform pages looking for 2XX responses each minute. Two consecutive non-2XX responses will be considered downtime.
Definitions
• Response: acknowledgment + assigned engineer
• Resolution: fix or accepted workaround.
Service Credits Missed target Service Credit 99% - 100% 0% of monthly fees 98% - 98.99% 5% of monthly fees 95% - 97.99% 10% of monthly fees Less than 95% 20% of monthly fees Each missed response time or target resolution window
1% of monthly fees
Schedule Maintenance Windows Defined maintenance window of Sundays 12:00 AM–9:00 AM Eastern. Advanced notice of 8 hours for emergency/critical patches. Only maintenance performed within the announced window and duration counts as excluded; overruns count against uptime.
Unscheduled/emergency maintenance requires immediate notice to COR.
| Service Performance, Corrective Action and Credits |
| Definitions |
| Service Credits |
| Schedule Maintenance Windows |
File details come from the government source that posted it. Updated .