26-2152 Microcystin Field Test Strips- Schedule D - Service Level Agreement.docx
DOCX document 73 KB Posted
- Attached to
- Microcystin Field Test Strips
- Solicitation number
- RFP 761 260000002152 1
- Issued by
- Michigan
About this file
This is a Service Level Agreement (SLA) document for Schedule D of the Microcystin Field Test Strips contract in Michigan (RFP 260000002152). The agreement establishes performance standards and accountability measures for the contractor supplying these test strips. The primary service requirement mandates that all orders must be delivered within 10 calendar days of receipt and that delivered items, brands, and quantities must exactly match the Order Confirmation with no substitutions permitted without prior written approval from the Program Manager. Deliveries must occur in accordance with approved facility delivery schedules and receiving hours as specified in Section 10 of Schedule A, with the entire order arriving on the same day unless partial delivery has been pre-approved by the Program Manager. The contractor must provide signed and dated packing slips at the time of delivery, and the acceptable standard for compliance is 100 percent.
The SLA establishes a tiered penalty structure for non-compliance with service credits assessed against the contractor. The first five occurrences of non-compliance in a calendar year result in $100.00 credits each, while the sixth occurrence and any subsequent violations incur $500.00 credits per occurrence for the remainder of that calendar year. The State retains discretion to apply these credits toward amounts due to the contractor or require direct payment to the State within 10 days of assessment notice. The Program Manager will review any extenuating circumstances before service credits are assessed, and the State reserves the right to reconsider or amend SLA amounts should split awards occur.
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Other files
| File | Type | Posted |
|---|---|---|
| 26-2152 Microcystin Field Test Strips- Confidential Treatment Form.docx | DOCX document | |
| 26-2152 Microcystin Field Test Strips- Vendor Questions Worksheet.docx | DOCX document | |
| 26-2152 Microcystin Field Test Strips- Schedule A - Statement of Work.docx | DOCX document | |
| 26-2152 Microcystin Field Test Strips- Schedule B - Pricing.docx | DOCX document | |
| 26-2152 Microcystin Field Test Strips- Proposal Instructions.docx | DOCX document | |
| 26-2152 Microcystin Field Test Strips- Standard Contract Terms.docx | DOCX document |
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Text version
Enter your company name Schedule D – Service Level Agreement The Contractor will be held accountable to meet the requirements and the service level requirements established in this Contract.
The State reserves the right to reconsider or amend SLA amounts for split awards should they occur.
Service Level Agreements for this Contract will be as follows:
Timely Deliveries
| SLA Element |
| Scope, Acceptable Standard & Service Credits |
| Definition and Purpose |
| All orders must be delivered within 10 calendar days of receipt of order. |
AND/OR
The Contractor must ensure that items and quantities delivered are exactly the items, brands, and quantities on the Order Confirmation. No substitutions will be allowed without prior written permission by Program Manager and a Change Notice executed by the Contract Administrator.
The entire order will be received on the same day unless a partial delivery has been approved in advance by the Program Manager.
| Acceptable Standard |
| All deliveries must occur in accordance with the approved delivery schedule for each Facility and Facility Receiving hours. See Section 10 of Schedule A – Statement of Work. |
Extenuating circumstances must be communicated by the Contractor to the Program Manager prior to the scheduled delivery date and time.
Items, brands, and quantities delivered will match the Order Confirmation exactly.
Signed and dated packing slips will be provided to agency name at the time of delivery.
The entire order must be delivered on the same day unless a partial delivery has been approved in advance by the Program Manager.
Orders not received in their entirety, as determined by a review of the Data Sources, will be considered inaccurate.
The acceptable standard is 100% compliance.
| Credit Due for Failing to Meet the Service Level Agreement |
| $100.00 may be assessed for each of the first five occurrences of non-compliance in a given calendar year. |
$500.00 may be assessed beginning with the sixth occurrence of non-compliance and on each occurrence thereafter in a given calendar year.
Extenuating circumstances will be reviewed by the Program Manager before any Service Credits are assessed.
At the discretion of the State, these credits may be applied toward any payable due to the Contractor or be payable directly to the State. Payments made directly to the state will be completed within 10 days of notice of assessment.
RFP 260000002152
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