8-Appendix F- SLA Summary Matrices.pdf

RFP 2000004244

Appendix F: SLA Summary Matrices

F-1

F-1 SLA Summary and Measurements

For SLA requirements all provisions of the Contract Technical requirements found in Appendix C, including Tab I, Service Agreement, apply.

Criteria Defined By Measurement Notes

NGCS/ESInet Capacity Peak 911 Call Volume Busy Hour of PSAP

Network Latency Latency across backbone network under full-load

Less than 1 second and internal ESInet routing of less than 100 milliseconds (ms)

Point of Presence (POP) to POP Latency

Latency between interconnection facility to another interconnection facility

≤ 2 s

POP to Endpoints Latency between interconnection facility network interface to device at customer’s premise

≤ 5 0–10 0 ms

Packet Loss Maximum end-to-end packet loss across the network for NG9-1-1 call flow at full load

< 1% (target) / < 2.5% (max)

Network Traffic Convergence Network convergence time of IP traffic at any point within the proposed solution

Less than 54 ms

Mean Time to Repair (MTTR) Mean Time to Repair characteristics of the Proposed Solution

≤ 4 hours (critical faults) NENA-INF-016

Mean Time between Failures

(MTBF)

Mean Time between failures of the proposed solution

≥ 100,000 hours (~11 yrs) NENA-INF-016

System Availability Service level offered as a percentage of time when the service is available and the maximum period of total outage before remedies are activated

99.999% MTBF/(MTBF+MTTR)

End-of-Support Equipment Replace any equipment that has reached end of support (EOS)

No less than 120 days before manufacturer’s EOS date

Network and System Availability ESInet, NGCS, and all Functional Elements achieve an uptime as measured by system availability reports

99.999%

F-2

Criteria Defined By Measurement Notes

Call Delivery Success Rate NGCS and all Functional Elements support successful call delivery to the correct PSAP based on the location provided by the OSP

99.999%

ECRF Spatial Interface Support Any valid spatial interface update to the ECRF

Update is completed and in production within 72 hours of receiving a valid data input from a GIS contributor.

Provide incident management support and response to 911 Authority based on the criticality of the incident.

Severity Impact of Figure F-2 ● Critical (No delivery of 911 calls): Initial Response <= 15 minutes, Continuous Resolution until resolved

● High (Degraded 911 call delivery): Initial Response <= 30 minutes, Resolution <= 4 hours

● High-Medium (Delayed 911 call delivery): Initial Response 30 –

60 minutes, Resolution 4 – 8 hours

● Medium (Degraded 911 call delivery): Initial Response <= 1 hours, Resolution <= 12 hours

● Low (Other Impacts): Initial

Response <= 4 hours, Resolution <= 48 hours

Include contact hierarchy and escalation procedures. See additional guidance in Figure F-4.

Additional material information on the incident after the Initial Response should be provided no later than two hours after the Initial Response.

Disaster Recovery and Failover requirements

Processes and procedures on measuring and reporting incidents, including immediate notifications and regularly scheduled reports. The mechanism shall deliver SLA results to the 911 Authority and its designees

● Failover Time <= 5 seconds

● Recovery Time Objective <= 4 hours

● Recovery Point Objective <= 5 minutes

The report shall include all performance items identified in the Selected Offeror’s proposal that includes real-time dashboard.

F-3

Criteria Defined By Measurement Notes monthly and shall provide quarterly SLA review meetings.

● Minimum 7- business day notice for planned maintenance

● Less than 5 minutes of downtime for any change with rollback procedures

SLA Credits Having processes and procedures on how uptime information will be gathered, analyzed and provided to 911 Authority

● For Severity Level of Critical and High incidents, a 10-percent penalty shall be accessed against the monthly recurring fee (MRF) whenever the initial period of resolution is exceeded.

● If the resolution period length of time doubles, then the penalty shall increase to 20 percent of the MRF.

● If the resolution period length of time quadruples the initial period, then 50 percent of the

MRF shall be assessed.

● The amount related to the damages is to be credited to the invoice of each affected 911

Authority the month immediately following the violation

F-4

F-2 Impact vs. Severity Matrix

Figure F-2 defines the classification of 911 call delivery impacts and their associated severity levels. It ensures consistent incident prioritization, escalation, and response expectations among vendors, PSAPs, and the 911 Authority.

Impact Type Description Scope / Extent Severity Level Typical Response Objective

No 911 Call Delivery

Total inability for 911 calls to reach PSAPs; incorrect routing or complete outage.

System-wide or regional (multiple PSAPs)

Critical (S1) 15-minute response, continuous restoration until resolved

Degraded 911 Call Delivery

Calls connect but with impaired function (missing data, one-way audio, intermittent failures).

Multi-PSAP or regional High (S2) 30 min response, 4 hr restoration

Delayed 911 Call Delivery

Calls are delivered successfully but setup time exceeds SLA threshold (e.g., >2 seconds).

Localized subset of calls

High–Medium ( S3)

30–60 min response, 4–8 hr restoration

Intermittent / Partial Loss

Calls affected on certain routes, circuits, or PSAPs; service otherwise available.

One or few PSAPs Medium (S4 ) 1 hr response, 12 hr restoration

Non-Service- Affecting / Minor

No measurable call impact;

cosmetic or administrative issue (reporting, monitoring).

Isolated, no PSAP impact

Low (S5 ) 4 hr response, 48 hr restoration

Figure F- 2 Call Loss Impact vs. SLA Severity Matrix

F-5

F-3 Visual Heat Map

Figure F-3 depicts the relationship of call delivery impacts in the context of the scope of the issue.

Impact Scope → Single PSAP Multiple PSAPs / Region Statewide / Network-Wide

No Call Delivery Critical (S1) Critical (S1) Critical (S1)

Degraded Delivery High (S2) Critical (S1) Critical (S1)

Delayed Delivery High-Medium (S3) High (S2) Critical (S1)

Intermittent / Partial Loss Medium (S4 ) High (S2) Critical (S1)

Non-Service-Affecting Low (S5 ) Low (S5 ) High-Medium (S3)

Legend: Critical (S1) = Red | High (S2) = Orange | High-Medium (S3) = Yellow | Medium (S4) = Blue | Low (S5 ) = Green

Figure F- 3 Impact vs. Scope of Issue

F-6

F-4 Visual Heat Map

Figure F-4 defines the target response and restoration times for incidents based on severity classification. Vendors shall meet or exceed these timeframes in accordance with service level requirements.

Severity Level Target Response Time Target Restoration Time

Severity 1 – Critical 15 minutes ≤ 2 hours – Continuous

Severity 2 – High 30 minutes ≤ 4 hours

Severity 3 – High-Medium 1 hour ≤ 8 hours

Severity 4 – Medium 1 hour ≤ 12 hours

Severity 5 – Low 4 hours ≤ 48 hours / next maintenance window

Figure F-4 Restoration and Response Time Objectives (RTOs)

Notes:

- Response time is measured from initial vendor acknowledgment of the incident.

- Restoration time is measured until full-service functionality is restored.

- Severity levels may be adjusted by mutual agreement based on impact scope or duration.

- Failure to meet these targets may trigger SLA penalties.