2-Attachment 4 - SLA Elements.pdf
PDF 147 KB Posted
- Attached to
- Recreation Management System State and local contract opportunity
- Solicitation number
- RFP 2000004237
- Issued by
- Fairfax County, Virginia
About this file
This is a Service Level Agreement (SLA) Elements document for a Recreation Management System RFP (RFP-2000004237) for Fairfax County, Virginia, specifically involving the Fairfax County Park Authority (FCPA) and the Department of Neighborhood and Community Services (NCS). The document establishes performance standards and service expectations for a cloud-based recreation management system that will support registration, facility reservations, and financial transactions. The SLA requires 99.9% uptime during standard traffic periods, with defined maintenance windows from midnight to 3 A.M. EST (excluding the two weeks following the start of each registration cycle). The vendor must provide standard support availability from 6 A.M. to 9 P.M. EST seven days a week, 24/7/365 after-hours support, and dedicated live support via phone or video teleconference up to eight times annually during registration start periods from 8 A.M. to 12 P.M. Response times for critical (Sev 1) issues are 15 minutes during standard hours and 60 minutes after-hours, with four-hour resolution requirements. Major (Sev 2) issues require four-hour response times during standard hours and eight-hour after-hours response times with eight-hour resolution requirements, while minor (Sev 3) issues require 24-hour standard-hour response times only.
Performance metrics are specified for both public and staff interfaces, with public interface requirements including maximum page load times of two seconds, login times of 20 seconds, and transaction completion times of 60 seconds. Staff interface requirements are more stringent, specifying maximum application load times of five seconds, login times of 10 seconds, point-of-sale transaction times ranging from 30 to 60 seconds depending on customer linkage, class registration and facility reservation times of 120 seconds each, check-in validation times of two seconds, and module-switching times of five seconds. The vendor must continuously monitor system performance using specialized tools and provide Fairfax County personnel access to these monitoring systems. Data breach notification must occur within 24 hours of detection, and Level 1 issue statements must be provided within 15 minutes, with root cause analysis reports due within five business days for Level 1 issues and ten business days for Level 2 issues. Penalties for failing to meet performance metrics, service availability, or support level requirements result in credits equal to 10% of revenue collected during comparable periods or 10% of average hourly revenue over the previous 24 hours, with credits applied to the vendor's next payment due.
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Other files for this state and local contract opportunity
| File | Type | Posted |
|---|---|---|
| 8-Attachment 5 - RFP-2000004237-iso systemSecurityMatrix.pdf | ||
| 5-Attachment 3 - Implementation and Training Plan Elements.pdf | ||
| 11-Attachment 1 - Technology Profiles and Additional Requirements.pdf | ||
| 7-Recreation Management RFP 2000004237.pdf | ||
| 6-Attachment 8 -RFP 2000004237- Cost Proposal Template.xlsx | XLSX spreadsheet | |
| 4-DPMM Cover.pdf | ||
| 1-Attachment 6 - AI Questionnaire.pdf | ||
| 9-Attachment 2 - RFP 2000004237- Requirements Workbook.xlsx | XLSX spreadsheet | |
| 10-Attachments A1 through A9.pdf | ||
| 3-Attachment 7 -RFP-2000004237- form ITConsultantAgreement.pdf |
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Text version
RFP-2000004237
Attachment-4
Attachment 4 – Service Level Agreement Elements
This document describes the expected elements of a Service Level Agreement for a Recreation Management System with proposed metrics and penalties. The offeror must provide their own comprehensive Service Level Agreement for negotiation and acceptance.
Service Availability
Uptime Percentage – Standard Traffic Period 99.9% Defined Maintenance Windows Midnight to 3 A.M. EST (excluding 2 weeks after the start of registration cycle) Procedure for planned outages Notification at least 30 days in advance of a planned outage outside the Defined Maintenance Window
Procedure for unplanned outages Notification within 2 hours prior to an unplanned outage
Support Levels
Standard Support Availability 6am to 9pm EST 7 days a week After-Hours Support Availability 24/7/365 Registration Start Support (up to 8 times per calendar year)
8am to 12pm dedicated live support via phone or video teleconference.
Response time for Sev 1 issues Standard Hours – 15 minutes After Hours – 60 minutes
Response time for Sev 2 issues Standard Hours – 4 hours After Hours – 8 hours
Response time for Sev 3 issues Standard Hours – 24 hours After Hours – None
Resolution time for Sev 1 issues 4 Hours Resolution time for Sev 2 issues 8 Hours Procedure for unplanned outages Notification within 2 hours prior to an unplanned outage
Severity Levels
Sev 1 - A critical incident with very high impact
• A system down event agency-wide on the customer or staff interface.
• A customer-facing service is down for all customers.
• Confidentiality or privacy is breached.
• Customer data loss.
• A system-wide inability to process financial transactions or perform registrations or facility reservations.
• Severely degraded performance hindering the ability for staff or customers to perform normal operations.
Sev 2 - A major incident with significant impact
• A customer-facing service is unavailable for a subset of customers
• Core functionality is significantly impacted
• Group or park-specific outages of the customer or staff interface, ability to conduct financial transactions, or perform registrations and facility reservations.
Sev 3 - A minor incident with low impact
• A minor inconvenience to customers, workaround available.
• Usable performance degradation.
Performance Metrics
Public Interface
Initial page load time Max 2 seconds Maximum time to log into an account Max 20 seconds Static page load time Max 2 seconds Search result return time Max 5 seconds Maximum time to complete a transaction 60 seconds
Maximum time to log into an account – This shall be defined as the maximum time it takes a user proceeding at normal pace to load the initial page, proceed to a page or window that prompts for login credentials, enter a username and password and any multifactor authentication in a reasonable amount of time, and be returned to a screen in a “logged in” state.
Maximum time to complete a transaction – This shall be defined as the maximum time it takes a user proceeding at normal pace to load the initial page, log into their account, select a registerable item when the exact item name or code is known, select any required item details such as family member to register, add item to cart, checkout and provide payment information, receive payment confirmation.
Staff Interface
Application load time (to login screen) 5 seconds Maximum time to login to an account 10 seconds Maximum time for a standard point of sale 30 seconds Maximum time for a customer-linked point of sale 60 seconds Maximum time to register a customer for a class 120 seconds Maximum time to reserve a facility 120 seconds Maximum time to validate a check-in 2 seconds Maximum time to switch between modules 5 seconds
Maximum time to log into an account – This shall be defined as the maximum time it takes a user proceeding at normal pace to load the application, proceed to a page or window that prompts for login credentials, enter a username and password and any multifactor authentication in a reasonable amount of time, and be returned to a screen in a “logged in” state.
Maximum time for a standard point of sale – This shall be defined as the maximum time it takes a user proceeding at normal pace when already logged into the system to load the POS module (if applicable), find an item to sell when the exact item name or code is known, add the item to the cart, checkout and process a cash or credit card payment, and print the receipt.
Maximum time for a customer-linked point of sale – This shall be defined as the same steps as a standard point of sale with the additional step of selecting a customer from the existing account database that the sale will be linked to.
Maximum time to register a customer for a class - This shall be defined as the maximum time it takes a user proceeding at normal pace when already logged into the system to load the registration module (if applicable), select an existing customer to register from the account database, find an item to register for when the exact item name or code is known, select any required item details such as family member to register, add the item to the cart, checkout and process a cash or credit card payment, and print the receipt.
Maximum time to reserve a facility - This shall be defined as the maximum time it takes a user proceeding at normal pace when already logged into the system to load the facility reservation module (if applicable), select an existing customer to reserve the facility for from the account database, find an item to reserve when the exact item name or code is known, select any required item details, add the item to the cart, checkout and process a cash or credit card payment, and print the receipt.
Maximum time to perform a check-in – This shall be defined as the maximum time it takes from when a customer barcode is scanned, or other check-in identification is provided to the system and the system returns either a validation or a rejection of the check-in.
Maximum time to switch from one module to another - This shall be defined as the maximum time it takes a user proceeding at normal pace when already logged into the system to switch from one module to another (if applicable).
For example, to switch from a Class Registration module to a Facility Reservation Module.
Monitoring and Reporting
Metrics tracking and reporting
The vendor shall use tools to continuously monitor system performance and report any system issues IAW the Severity Level definitions provided by the county.
Visibility into system performance
The vendor shall provide Fairfax County personnel access to the tools used to monitor the system.
Security Incidents The vendor shall notify Fairfax County of any data breach within 24 hours of detection.
Level 1 Issue Reporting The vendor shall provide an initial statement that may be made public by the county acknowledging the existence of a Level 1 issue within 15 minutes of identifying or being notified of such an issue. Statement shall include a cause if known or acknowledgement that the cause is unknown, and an estimated time of resolution.
Root Cause Analysis The vendor shall provide a root cause analysis report within 5 business days for Level 1 issues and 10 business days for Level 2 issues.
Penalties
Failure to meet performance metrics
When the system fails to meet one or more of the performance metrics as defined in the Performance Metrics section, the vendor shall credit the affected agency an amount equal to 10% of all revenue collected for a prior comparable period to that when the system failed to meet the performance guarantee. For example, if the system fails to meet the performance guarantee for the first 30 minutes of the Spring class registration cycle, the vendor shall credit the affected agency 10% of the revenue received during the first 30 minutes of the previous Spring registration cycle. This credit shall be applied to the next payment due to the vendor.
Failure to meet service availability
When the system or vendor fails to meet one or more of the metrics as defined in the Service Availability section, the vendor shall credit the affected agency 10% of the average revenue received for the time period that the system or vendor failed to meet the service guarantee over the past 24 hours. For example, if the vendor failed to meet a service guarantee for 1 hour, the vendor shall credit the affected agency 10% of an average 1-hour period of revenue received over the past 24 hours. So, if the agency received $24,000 in revenue over the past 24 hours, the vendor would credit the agency $1000. This credit shall be applied to the next payment due to the vendor.
Failure to meet support levels When the vendor fails to meet one or more of the metrics as defined in the Support Levels section, the vendor shall credit the affected agency 10% of the average revenue received for the time period that the vendor failed to meet the support guarantee over the past 24 hours. This is the same example as the failure to meet service availability above. This credit shall be applied to the next payment due to the vendor.
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