3515R08 - Appendix G - Service Level Agreement.pdf

APPENDIX G

SERVICE LEVEL AGREEMENT

The selected Offeror shall provide real-time data transmitting the structural response of all bridges listed in Appendix F – List of Bridges to be Instrumented and Monitored within six (6) months of the Notice to Proceed. The data shall be available twenty four (24) hours a day, seven (7) days a week for the duration of instrumentation required in Appendix F – List of Bridges to be Instrumented and Monitored under the Column labeled “Duration of Instrumentation.”

Task B - Installation

To ensure that all work is completed timely and minimizes, as much as possible, the impact of system unavailability to PennDOT’s operations, the selected Offeror shall be charged five hundred dollars ($500) per day, per bridge, if the systems are not installed, functional, and operational within six (6) months of Notice to Proceed. The daily deduction shall continue to accrue until each bridge is fully functional and operational and written acceptance from PennDOT has been received by the selected Offeror. PennDOT will reduce the total amount per bridge for Task B as shown on the selected Offeror’s Appendix C – Cost Submittal.

Task C – Maintenance and Support

After all bridges have been instrumented and are in the monitoring and/or maintenance phase, if at any time the data is not available or usable by definition of contract criteria, for any reason, PennDOT will reduce the annual maintenance payment based on the following schedule on a per bridge, per occurrence basis. This includes, but is not limited, to the following:

1. The software is not transmitting data or if the software solution is unavailable; or,

2. The components and/or equipment are removed and monitoring has stopped because the agreed upon monitoring period between PennDOT and the Selected Offeror has ended; and

3. A new bridge is approved for instrumentation and monitoring in any given contract year, PennDOT and the selected Offeror will negotiate the lump sum annual payment amount for that bridge for each remaining contract year. Once the bridge is fully functional and operational, the annual payment will be prorated for the number of full calendar months after installation is accepted by PennDOT; and

4. A bridge that is unavailable for monitoring for fifteen (15) calendar days or more, either consecutively or for a total number of days within the same month, will be ineligible for payment for the month that was affected.

Duration of Non Service Annual Payment Deduction

0-24 hours 0.2%

Greater than 24 hours to 7 days 1.2%

Greater than 7 days to 30 days 5%

Greater than 30 days 10%

Repairs to the system - If MPT is needed, the selected Offeror shall coordinate with the PennDOT Project Manager immediately to ensure delays are not due to MPT requirements. Any delay caused by PennDOT’s need to post notice of traffic interruptions will not count toward the selected Offeror as a day in calculating the service interruption fee. PennDOT reserves the right to waive the Service Level Agreement when the delay is a result of PennDOT’s actions.