19-Appendix Q – Service Level Agreement SLA.pdf

This document is a Service Level Agreement (SLA) Appendix from a city contract, detailing performance standards and requirements for a technology solution provider. The SLA outlines comprehensive performance metrics across multiple service dimensions, including solution availability, service desk operations, incident response, and application support. The agreement specifies minimum performance standards such as 99.5% monthly uptime during core business hours (6pm Monday through Friday central time), a 30-second average call wait time, and defined response times for incident tickets based on priority levels (Priority 1-3).

The SLA includes detailed tracking and reporting requirements, with the provider expected to submit monthly reports assessing performance against these standards. Root cause analysis is mandated for all incidents, with specific timelines for reporting based on incident priority (1 business day for Priority 1 incidents, 3 business days for Priority 2, and 5 business days for Priority 3). The provider must track and report on the number of incidents, service requests, and their status on a monthly basis, including an aging report. Certain exceptions are allowed for city-initiated issues like power outages, and periodic scheduled maintenance will be coordinated with the city and excluded from availability calculations.