Appendix C - SLAs.pdf

This is a Service Level Agreements (SLAs) document for the Virginia Office of the Attorney General's Medical Fraud Control Unit eDiscovery platform replacement project. The SLAs establish performance standards and remedies effective five business days following commencement of services. The agreement specifies six key performance metrics: turnaround time for standard background checks must average five business days with expedited checks completed within 24 hours; system availability must maintain 99.9% uptime monthly; customer support must respond to inquiries within four business hours during 8:00 AM to 5:00 PM EST with critical issues resolved within one business day; system access must provide 24/7 availability with scheduled downtime communicated at least 72 hours in advance; and issue resolution requiring root cause analysis and corrective action reports must be completed within three business days of any critical service issue. All metrics are measured monthly or daily as specified, with performance targets ranging from 90% to 95% depending on the metric.

Financial remedies for performance failures are clearly defined, ranging from $50 per occurrence for failure to communicate scheduled downtime in advance to $250 per occurrence for exceeding turnaround time standards or $250 monthly for falling below the 95% target on issue resolution. System unavailability exceeding one occurrence per month results in $150 per occurrence penalties, and customer support failures incur $150 per occurrence. The supplier is permitted to propose changes to these SLAs with their proposal submission, allowing flexibility in negotiation while establishing baseline performance expectations for managing the eDiscovery platform infrastructure.