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6.5 SERVICE LEVEL AGREEMENT ATTACHMENT
Service Level Agreements (“SLA”): The Vendor’s SLAs focus on the System’s availability and operation along with the Vendor’s support team availability and responsiveness to user issues and inquiries. The following are Vendor’s SLAs:
Vendor’s Standard System SLAs
| Redundancy |
| A testing environment configured identically to the production environment that will remain operational throughout the term of the contract and any extensions to be used by the State for testing and training. |
| Sustainability |
| The System is hosted in a cloud computing service provided by Azure. Vendor guarantees 99.97% service uptime via their hosting agreement with Azure. |
| Database |
| Database failover within 30 minutes of a failure of the primary database. |
| Site Back-Up |
| Site failover and replication. |
| Server Back-Up |
| Server failover. |
| Downtime |
| 12-hour recovery time objective (RTO) (12 hours maximum downtime). |
| Monitoring |
| 24/7/365 database and application availability monitoring. |
| Notifications |
| In the event of an alert, notification of the issue and response shall be promptly provided to the State. |
| Recovery |
| 1-hour recovery point objective (RPO). |
| Data Back-Up |
| Full backups at least weekly and incremental backups at least daily for non-database data. |
| Full Back-Up |
| Full database backups nightly. |
| Differential Back-Up |
| Differential database backups at least every 4 hours. |
| Data Logs |
| Database transaction logs at least every 30 minutes. |
| Disaster Recovery |
| Azure SQL Database is fully managed relational database with built-in high availability. Geo-replication occurs between the vendor’s production and disaster recovery datacenters in the North-Central U.S. and South-Central U.S., respectively. Backups will be encrypted and stored in their respective datacenters. |
| Dependencies |
| Identification of all server and applications service dependencies, including ports and protocols (in a format approved by the State). |
| Software Versioning |
| List of all software versions and updates at the time of the transition. |
| Hypervisor Tool |
| Hypervisor tool for migrating VMs from the hosting environment to the State infrastructure will by Microsoft VMWare compatible tools. |
| Hosting |
| Hosting Services shall support secure socket layer (SSL) communication over the internet. |
Levels of Severity and Incident Resolution for System SLAs
| Severity Level* |
| Title |
| Description |
| Initial Response |
| Incident Categorization |
| Incident Resolution |
| 1 |
| Critical |
| Production system is halted and/or data has been corrupted. If there is no reasonable workaround, a patch may be produced |
| 45 minutes |
| 1 hour |
| Resolution or workaround sufficient to close incident or downgrade severity available in 4 hours or less. |
| 2 |
| High |
| Incidents render core functionality inoperable without a resolution or workaround. They do not cause the production system to be inoperative, but they disrupt normal business operations. |
| 2 hours |
| 4 hours |
| Resolution or workaround sufficient to close incident or downgrade severity available in 24 hours or less. |
| 3 |
| Medium |
| Incidents render core functionality inoperable but there is an acceptable workaround. |
| 4 hours |
| 12 hours |
| Resolution or workaround sufficient to close incident or downgrade severity available in the next production release. |
| 4 |
| Low |
| Incidents have little impact on the business and application; includes questions not answered in the vendor documentation and documentation errors. Incidents may be addressed in a future release. |
| 8 hours |
| 24 hours |
| Incident resolved in accordance with agreed-upon timeframes. |
*Workarounds or partial fixes may result in the severity of an incident being downgraded.
Vendor’s Standard Support SLAs
| Name of SLA |
| Description |
| Objective |
| Support Services – Incidents Missed Percentage |
| Number of incidents not resolved and services by the Support Desk divided by the total of all Support Desk incidents. |
| Less than or equal to 10% |
| Support Services – Wait Time |
| The average time a call is placed on hold, waiting to speak with a customer service representative. |
| Less than or equal to 5 minutes |
| Support Services – Service Time |
| Average time elapsed from when a user submits their incident to a Help Desk resource until the incident is acknowledged, and a service receipt is provided. If the incident is escalated to Tier 2 or Tier 3, the time that the incident is escalated will represent the service end time for this SLA. The ticketing system’s automatic notification feature will prevent duplications and repeat incidents for the same problem. |
| Less than or equal to 10 minutes |
| Support Services – Resolution Percentage |
| Percentage of all Help Desk incidents resolved during the first divided by the total of all Help Desk incidents. Escalation to Tiers 2 or 3 will constitute resolution being provided during first response in the context of this SLA. The ticketing system’s automatic notification feature will prevent duplications and repeat incidents for the same problem. |
| Greater than or equal to 95% |
| Correction of Deficiencies Critical Level – Time to Respond |
| Time difference between the time the State or Vendor (whichever is earlier) reports and records the problem or outage in the problem tracking tool and the time vendor representative acknowledges initial notification. |
| Less than 60 minutes |
| Correction of Deficiencies Critical Level – Time to Correct |
| Time difference between the time the State or Vendor (whichever is earlier) reports and records the problem or outage in the problem tracking tool and the time Vendor’s maintenance personnel correct the deficiency. |
| Less than 12 hours |
| Correction of Deficiencies Moderate Level – Time to Respond |
| Time difference between the time the State or Vendor (whichever is earlier) reports and records the problem or outage in the problem tracking tool and the time Vendor’s representative acknowledges initial notification. |
| Less than 24 hours |
| Correction of Deficiencies Moderate Level – Time to Correct |
| Time difference between the time the State or Vendor (whichever is earlier) reports and records the problem or outage in the problem tracking tool and the time Vendor’s maintenance personnel correct the deficiency. |
| Less than 7 calendar days |
| Correction of Deficiencies Minimum Level – Time to Respond |
| Time difference between the time the State or Vendor (whichever is earlier) reports and records the problem or outage in the problem tracking tool and the time Vendor’s representative acknowledges initial notification. |
| Less than 24 hours |
| Correction of Deficiencies Minimum Level – Time to Correct |
| Time difference between the time the State or Vendor (whichever is earlier) reports and records the problem or outage in the problem tracking tool and the time Vendor’s maintenance personnel correct the deficiency. |
| Less than 30 calendar days |