Appendix A Service Level Agreements Final.pdf

Appendix A – Service Level Agreements (SLAs) The Supplier shall meet or exceed the following SLAs. If Virginia Works determines that any of the SLA standards are not met for any given calendar month, Virginia Works will provide written notice to the Supplier. This Attachment contains Service Levels the Supplier must meet or exceed for their solution.

The Supplier must follow rigorous standards leading to swift and thorough resolution of all Virginia Works concerns throughout the life of the Contract;

and

The Supplier should demonstrate that the solution is fully operational on Go-Live date and will continue for thirty (30) calendar days with no Severity 1 defects.

1.0. SERVICE LEVEL CREDIT

Virginia Works has chosen to address Suppliers performance through the following Service Level Agreements and the assignment of a fair Remedy. The Remedy’s described below represent the projected financial loss and expenditures that may occur because of Supplier’s non-performance.

• If at any time there are amounts payable to the Supplier under the Contract, Virginia Works shall have the right to deduct and/or withhold the amount of any Remedy(s) assessed by Virginia Works against the Supplier from the amounts payable to the Supplier and should appear on the following months invoice;

• If Virginia Works determines that any of the SLAs are not met for any given month, Virginia Works will provide written notice to the Supplier of its intent to enact the Remedy listed the following month as a credit against the invoice;

• The Supplier must maintain a full inventory of every incident reported by Virginia Works (Requirement VWTH-6015); and

• The Supplier must provide a report showing the Performance Standard and Metrics by Incident Level for the Calendar Month and a rolling Report since starting date of Contract.

Each SLA is measurable and associated with a financial Remedy if not met. Listed credits in the Remedy column are not the sole remedy for failure to meet the contract deliverables. They serve as a service charge for different level of performance. The enforcement of these Remedies does not in any way waive Virginia Works right to enforcement of breach of the Contract.

2.0. REPORTING

Virginia Works has set forth Requirements for Monthly status reports (see Appendix J Must Haves and Requirements.xlsx Implementations sheet.) The following table outlines Remedies for failure to provide status reports.

Performance Standard

Measurement Measurement period Target Service Level

Remedy

Monthly Status Report

Delivered at monthly intervals the first day of the month. Additional day(s) allowed for weekends and Federal Holidays.

Monthly 100% compliance

Five percent (5%) of monthly invoice

If Supplier recommends:

Quarterly Status Reports

Delivered at Quarterly intervals the first day of the quarter month (January, April, July, October.)

Additional day(s) allowed for weekends and Federal Holidays.

Quarterly 100% compliance

Five percent (5%) of monthly invoice

3.0. USER SUPPORT AND PROBLEM RESOLUTION

Virginia Works recommends the Supplier follow these procedures to respond to problems that are received by the Supplier’s help desk. A problem is defined as an unplanned system event which adversely affects application processing or application deliverables.

Measurement period for User Support and Problem Resolution SLAs is a calendar month. For example, if an SLA is not met during the month of January, one Remedy credit/deduction (as outlined in the Performance Standard associated with that service) will be applied to the invoice for the month of January, and if it is not met for the month of February, an additional Remedy deduction will be applied to the invoice for the month of February.

3.1. Prioritization Definition

Service requests for problems received by the help desk will be given a Severity Code from 1 – 4 based on how important responding to the problem is to the primary business of Virginia Works, as well as the availability of workarounds. The Severity Code will be the basis for scheduling work on the backlog and assigning resources to the request.

Severity 1 (Code Red)

Severity 2 (Critical)

Severity 3 (High) Severity 4 (Medium)

Severity 5 (Low)

There is no acceptable workaround to the incident (i.e., users cannot perform the services in any other way).

There may or may not be an acceptable workaround to the problem.

There likely is an acceptable workaround to the incident.

There is an acceptable workaround to the incident (i.e., users can perform the services in some other way)

There is an acceptable workaround to the incident (i.e., users can perform the services in some other way)

The incident prevents users from accessing the application or using any of the services.

The incident prevents users from accessing the application or using some significant portion of services.

The incident prevents users from accessing some small portion of the application, but they still can complete most other tasks.

The incident prevents users from accessing a minor portion of the application services, but they still can complete their tasks.

The incident prevents users from accessing a minor portion of the application services, but they still can complete their tasks.

The incident affects the majority (over 50%) of users.

The incident affects a large number (over 25%) of users.

The incident affects a small number (greater than ten percent (10%) and less than twenty-five percent (25%) of users

The incident affects less than 10% of users

The incident affects less than 5% of users

3.2. Response and Resolution Service Levels

Severity codes are used to determine appropriate response and resolution times. Response and resolution times are measured from when the incident is opened by the help desk. If the problem is not resolved within the defined timeframe, continuous effort will be applied until the problem is resolved. Verification must be completed by the Supplier within 30 minutes of the reporting of the incident.

SLA ID Performance Standard

Measurement Measurement Period

Target Service Level

Remedy

VWTH-SLA001 The service provider must resolve Severity 1 Incidents within 4 hours.

Failure to resolve a Severity 1 incident within 4 hours

Monthly after deployment of System

100% Severity 1 incidents resolved within 4 hours.

$5,000 per occurrence

VWTH-SLA002 The service provider must resolve Severity 2 Incidents within 8 hours.

Failure to resolve a Severity 2 incident within 8 hours

Monthly after deployment of System

100% Severity 2 incidents resolved within 8 hours.

$2,500 per occurrence

VWTH-SLA003 The service provider must resolve Severity 3 Incidents within 4 calendar days.

Failure to resolve a Severity 3 incident within 4 calendar days

Monthly after deployment of System

100% Severity 3 incidents resolved within 4 calendar days.

$1,000 per occurrence

3.3. Application Availability

Application Availability is defined as the ability of an end user to access and execute any of the included application functions from a functioning workstation and live network connection. For an application to be available, all its supporting systems must be operational.

SLA ID Performance Standard

Measurement Measurement Period

Target Service Level

Remedy

VWTH-SLA004 The Category Case/Activity Management with Sub-category Employer Activities should be available M-F from 6am-6pm excluding Federal holidays

Availability= Application is to be available to Application Users 99% or above during the times noted

Uptime/ (Uptime + Downtime (excluding excusable downtime)) = 99%

99% uptime

Prorated service credit of monthly subscription, hosting, and maintenance fees according to the following:

98 - 98.9% 1.5% 97 - 97.9% 3.5% 96 - 96.9% 7.0% < 96% 10% A root cause analysis will be provided and a meeting scheduled to report results to agency personnel.

VWTH-SLA005 The Category Case/Activity Management with Sub-category Job seeker activities should be available 24 hours per day, 7 days per week, 365 days per year including all holidays. The exception would be during planned maintenance outages Saturday from 10:00pm until Sunday at 4:00am.

Availability= Application is to be available to Application Users 99% or above during the times noted

Uptime/ (Uptime + Downtime (excluding excusable downtime)) = 99%

99% uptime

Prorated service credit of monthly subscription, hosting, and maintenance fees according to the following:

98 - 98.9% 1.5% 97 - 97.9% 3.5% 96 - 96.9% 7.0% < 96% 10% A root cause analysis will be provided and a meeting scheduled to report results to agency personnel.

VWTH-SLA006 The Category Case/Activity Management with Sub-category System should be available M-F from 6am-6pm excluding Federal holidays

Availability= Application is to be available to Application Users 99% or above during the times noted

Uptime/ (Uptime + Downtime (excluding excusable downtime)) = 99%

99% uptime

Prorated service credit of monthly subscription, hosting, and maintenance fees according to the following:

98 - 98.9% 1.5% 97 - 97.9% 3.5% 96 - 96.9% 7.0% < 96% 10% A root cause analysis will be provided and a meeting scheduled to report results to agency personnel.

VWTH-SLA007 The Categories Program Management, System Requirements and Systems/Informati on/Data management should be available M-F from 6am-6pm excluding Federal holidays

Availability= Application is to be available to Application Users 99% or above during the times noted

Uptime/ (Uptime + Downtime (excluding excusable downtime)) = 99%

99% uptime

Prorated service credit of monthly subscription, hosting, and maintenance fees according to the following:

98 - 98.9% 1.5% 97 - 97.9% 3.5% 96 - 96.9% 7.0% < 96% 10% A root cause analysis will be provided and a meeting scheduled to report results to agency personnel.