16-Appendix L.pdf

This is a Service Level Agreement (SLA) appendix for the City of Dallas's Animal Shelter Software/Application contract opportunity in Texas. The document establishes performance standards and associated service credits that the proposer must meet on a monthly basis. The City requires proposers to submit monthly reports assessing their performance against the defined SLAs, with certain exceptions permitted for City-initiated issues such as power outages at City facilities. The agreement covers a five-year Indefinite Delivery/Indefinite Quantity (ID/IQ) service arrangement.

The document specifies performance metrics and non-performance credits but does not detail the specific SLA requirements, thresholds, or credit amounts in the provided pages. The file references a table or matrix of SLA requirements that would outline the specific performance standards applicable to the animal shelter software/application services, though the complete details are not fully visible in the excerpted material. Proposers responding to this opportunity must demonstrate their ability to meet these contractual service level obligations and commit to the monthly reporting requirements outlined in the agreement.