9.) Schedule D - Service Level Agreement.docx
DOCX document 77 KB Posted
- Solicitation number
- RFP 171 260000002197 1
- Issued by
- Michigan
About this file
Schedule D - Service Level Agreement Summary
This is a Service Level Agreement (SLA) document for RFP 260000002197 Janitorial Services, issued by the State of Michigan. The agreement establishes performance standards and accountability measures that the contractor must meet throughout the contract term. The SLA covers multiple service categories including emergency response protocols, general service quality standards, staffing requirements, reporting obligations, equipment and supply management, snow removal operations where applicable, and background check compliance. The contractor's supervisor must respond to emergency calls within two hours, correct unsatisfactory conditions within eight business hours, maintain adequate staffing during designated cleaning times, and provide comprehensive reports including timekeeping, task completion, accident reports, damage reports, and Safety Data Sheets (SDS) as specified in Schedule A.
The agreement establishes specific financial penalties for non-compliance with each service level standard. Failure to respond to emergencies results in a $250 invoice credit; unsatisfactory conditions not corrected within eight business hours incur $25 per day for the first day and $100 daily thereafter; inadequate staffing incurs $250 for the first instance and $500 for subsequent occurrences; failure to submit required reports incurs $150 per day; and incomplete snow removal incurs $25 per day for the first day and $50 daily thereafter. The State reserves the right to apply credits against amounts due to the contractor or require direct payment to the State within ten days of assessment. Background check and drug testing compliance is mandatory for all staff prior to assignment, with violations resulting in $100 per unverified employee per day or a 10% monthly invoice deduction, whichever is greater. The Program Manager or designee maintains authority to review extenuating circumstances before assessing credits and to modify SLA amounts for split awards.
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Other files
| File | Type | Posted |
|---|---|---|
| 11.) Schedule G Equipment and Supplies List.docx | DOCX document | |
| 4). Standard Contract Terms.docx | DOCX document | |
| 1.) Proposal Instructions RFP 260000002197 7.14.26.docx | DOCX document | |
| 8.) Schedule C - Insurance Requirements - Standard 4.docx | DOCX document | |
| 2.) Confidential Treatment Form.docx | DOCX document | |
| 3). Vendor Questions Worksheet.docx | DOCX document | |
| 13.) LSS Janitorial DTMB State Office Building - Sample.xlsx | XLSX spreadsheet | |
| 14.) LSS Janitorial MDARD Laboratory - Sample.xlsx | XLSX spreadsheet | |
| 15.) LSS Janitorial MDOS Secretary of State (SOS) - Sample.xlsx | XLSX spreadsheet | |
| 7.) Schedule B Pricing 7.14.26.xlsx | XLSX spreadsheet | |
| 6.) Exhibit A2 - Location List -Informational - to post.pdf | ||
| 12). LSS Janitorial DHHS County Office R10 - Sample.xlsx | XLSX spreadsheet | |
| 10.) Schedule F - Federal Provisions Addendum.docx | DOCX document | |
| 5.) Schedule A - Statement of Work 7.14.26.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:
Failure to Respond to Emergency Situations
| SLA Element |
| Scope, Acceptable Standard & Service Credits |
| Definition and Purpose |
| In the event of an emergency, the Program Manager or Designee will telephone the assigned Key Personnel. |
| Acceptable Standard |
| Contractor Supervisor must respond to the Program Manager or Designee within two hours of the initial call. |
| Credit Due for Failing to Meet the Service Level Agreement |
| A $250.00 invoice credit. |
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.
Unsatisfactory Conditions
| SLA Element |
| Scope, Acceptable Standard & Service Credits |
| Definition and Purpose |
| The Program Manager or Designee is authorized to determine whether Contract Activities are satisfactory. |
If the Program Manager or Designee determines any Contract Activity has not been adequately performed, the Facility or Program Manager or Designee will immediately notify the Contractor of the unsatisfactory condition.
| Acceptable Standard |
| The Contractor must correct reported unsatisfactory condition within eight business hours from notice of the deficiency |
| Credit Due for Failing to Meet the Service Level Agreement |
| Failure to correct the unsatisfactory condition(s) within eight business hours may result in a $25.00 per day invoice deduction for the first day, and a $100.00 deduction for each additional day. |
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.
Unstaffed / Unattended Conditions
| SLA Element |
| Scope, Acceptable Standard & Service Credits |
| Definition and Purpose |
| Contractor must provide staffing during designated cleaning time(s) designated on LSS document(s) |
| Acceptable Standard |
| Contractor Supervisor or designee must notify Program Manager or designee when regular cleaning staff will be absent from work. |
Contractor Supervisor or designee must notify Program Manager or designee of change in staffing and provide preapproved replacement cleaning staff.
Contractor must notify Program Manager or designee within 15 days of replacement of Site Supervisor.
| Credit Due for Failing to Meet the Service Level Agreement |
| Failure to provide adequate staff may result in a $250.00 credit for the first instance, and a $500.00 credit for subsequent absence by the same employee. |
Failure to provide notification of change in site Supervisor may result in a $250.00 credit for the first instance, and a $500.00 credit for subsequent instance.
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.
Reporting and Safety Data Sheets
| SLA Element |
| Scope, Acceptable Standard & Service Credits |
| Definition and Purpose |
| The Contractor must provide or maintain all required reports identified in Schedule A, Section 19. Reporting and Safety Data Sheets (SDS). |
| Acceptable Standard |
| Contractor must provide required Reports and Forms: |
1. Time Keeping Report, within 24 hours when requested and must contain the following information:
· Employee Name
· Dates Worked
· Location/Areas Worked
· Hours worked – including start and end times
2. Completed Task Reports (Monthly), within 24 hours when requested
3. Accident Reports per occurrence and must be submitted verbally within one hour of the accident, and in writing within twenty-four (24) hours of the damage. The Contractor shall comply with State of Michigan, OSHA, and other regulatory agency requirements for record keeping and reporting of all accidents resulting in death, trauma, or occupational illness
4. Damage reports, per occurrence and must be submitted verbally within one hour of the damage, and in writing within twenty-four (24) hours of the damage.
5. SDS, maintain forms onsite, in area designated by Program Manager, or designee.
Contractor must provide and maintain up to date Safety Data Sheets (SDS) in an accessible and known location on site at each location, i.e., designated Janitorial Closet.
| Credit Due for Failing to Meet the Service Level Agreement |
| Failure to complete and submit any required report, form, or data sheet within specified time may result in a $150.00 per day credit. |
Inadequate Supplies and Equipment
| SLA Element |
| Scope, Acceptable Standard & Service Credits |
| Definition and Purpose |
| Equipment refers to durable, reusable tools (like vacuums, buffers, and carts), while supplies are consumable materials (like paper towels, liners, and chemicals). Their purpose is to establish accountability, dictate costs, and ensure the facility meets agreed-upon hygiene standards |
| Acceptable Standard |
| Contractor must provide all equipment and supplies needed to perform requirements of contract, except for replenishable supplies declared as provided by the agency. Equipment and supplies must be approved by Program Manager or designee. |
| Credit Due for Failing to Meet the Service Level Agreement |
| Inadequate supplies, or unapproved supplies found on site, must be replenished or removed as directed by Program Manager or designee, within 4 business hours. If the Program Manager needs to request removal again and it isn’t removed in another 4 business hours, this may result in a $150.00 invoice credit. |
Unsatisfactory/Incomplete Snow Removal, where applicable
| SLA Element |
| Scope, Acceptable Standard & Service Credits |
| Definition and Purpose |
| Shovel and salt main entrances for safety and accessibility to building. |
| Acceptable Standard |
| Contractor must hand shovel and salt main entrances out 25 feet upon request, see Location Specification Sheet. (LSS) |
| Credit Due for Failing to Meet the Service Level Agreement |
| Failure to shovel and salt entrances as required may result in a $25.00 per day invoice deduction for the first day, and a $50.00 deduction for each additional day. |
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.
Background Checks and Drug Testing
| SLA Element |
| Scope, Acceptable Standard & Service Credits |
| Definition and Purpose |
| For safety and security Contractors must perform pre-employment and for cause Background Check and Drug Testing prior to assigning staff to any State location and maintain result records. |
| Acceptable Standard |
| Pre-employment Background Checks and Drug Tests results |
| Credit Due for Failing to Meet the Service Level Agreement |
| $100 per unverified employee per day, or a 10% deduction on the total monthly invoice until records are cured, whichever is greater. |
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