Appendix D - Service Level Agreements (SLAs).xlsx
XLSX spreadsheet 37 KB Posted
- Attached to
- ATMA Hardware and Software
- Solicitation number
- 3522R11
- Issued by
- Pennsylvania
About this file
This document is an Appendix D Service Level Agreements (SLAs) for the ATMA Hardware and Software contract with the Pennsylvania Department of Transportation (PennDOT). The contract involves retrofitting a PennDOT vehicle with an Automated Truck Mounted Attenuator (ATMA) System in a Leader/Follower configuration. The SLA outlines detailed performance metrics and expectations for the selected vendor, including priority-based support levels with specific response times for incident acknowledgment, resolution, and communication. The document establishes a performance target of 100% for all service metrics, with different response times based on incident priority levels (High and Low), ranging from 8 business hours to 2 business days for initial acknowledgment and 4 to 10 business days for final resolution.
The SLA includes Key Performance Indicators (KPIs) that will be quarterly reviewed, covering areas such as deliverable submission timeliness, deliverable quality (with no more than 3 grammatical errors per page), and equipment failure. The vendor is required to provide quarterly status reports detailing KPI and SLA performance, including performance trends. PennDOT reserves the right to require corrective action plans for KPI non-compliance and may convert persistent underperforming KPIs into SLAs with negotiated consequences. Service credits related to SLA performance must be reflected in each invoice submitted by the vendor, ensuring ongoing accountability and performance monitoring throughout the contract period.
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Other files
| File | Type | Posted |
|---|---|---|
| 3522R11 ATMA - Addendum Three.pdf | ||
| Appendix C - PennDOT IT Project Management Handbook.docx | DOCX document | |
| Appendix H - Acronyms.docx | DOCX document | |
| Appendix J - OS-501 Confirmation of Service.pdf | ||
| Pre-Proposal Conference Guide.pdf | ||
| Appendix A - Requirements.xlsx | XLSX spreadsheet | |
| Appendix B - Enterprise IT Standards.pdf | ||
| Appendix F - PDAA Assessment Template.docx | DOCX document | |
| IT Terms and Conditions.docx | DOCX document | |
| 3522R11 - ATMA Technical Submittal 20250304.docx | DOCX document | |
| 3522R11 ATMA - Addendum One.pdf | ||
| 3522R11 ATMA - Addendum Two.pdf | ||
| Appendix G - Bolstering Service Delivery.docx | DOCX document | |
| 1214593-event.pdf | ||
| Appendix I - Sample Whereas Paper Contract.docx | DOCX document |
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Text version
Cover Sheet 3522R11 - ATMA Hardware and Software - APPENDIX D
SERVICE LEVEL AGREEMENTS (SLAs)
Introduction
| 3522R11 - ATMA Hardware and Software - SLAs |
| Introduction |
| This document contains the SLAs that the Selected Offeror is required to meet. |
Effective on the Notice to Proceed (NTP) date, the Selected Offeror will perform the service to which the Service Levels apply, so that the Service Level Performance will, in each month of the contract, meet or exceed the Service Levels.
New Service Levels may be added or substituted by the Commonwealth throughout the duration of the contract.
| This document defines the Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) that the vendor is required to meet. SLAs are intended to document clear accountability for the contract by defining the service level metrics, target goals for the metrics and the negotiated consequences for not meeting the goals. KPIs monitor business activities and show management the efficiency and effectiveness of the vendor’s efforts on this contract. In the event the vendor fails to meet one or more KPIs, PennDOT may require the vendor to complete a corrective action plan. Depending on the frequency of non-compliance with a KPI and / or the degree to which the vendor falls short of the target, PennDOT reserves the right to convert the KPI to an SLA with an associated negotiated consequence for future non-compliance. |
| SLA and KPI performance will be actively monitored by the vendor. The vendor will include a quarterly summary KPI and SLA performance as part of the Quarterly Status Report (see Task 12h, Deliverable 12.5.xxx of the Scope of Work) and should also show trends for each KPI and SLA since the project inception. SLA performance and any associated service credits should be reflected on each invoice the vendor submits. |
tc={20E2B0A6-1C1C-49EB-A240-A09362040951}: [Threaded comment]
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Comment:
Change to "Task A, Deliverable e" (unless we change it) Note: Italicized words and phrases are defined at the end of this appendix.
SLAs
| 3522R11 - ATMA Hardware and Software - SLAs |
| The Selected Offeror must provide support based on the incident’s priority. |
| • Vendor must acknowledge, respond to, correct and report on all requests for warranty or support service in accordance with Priority Levels specified below. |
| • Vendor must continue working on High Priority incidents 24X7 until a resolved. If resolved via temporary workaround, the workaround, at a minimum, must provide sufficient relief to lower the Priority to Low. |
| • Vendor’s metrics will be reviewed monthly to evaluate Acknowledgement, Work around/Temporary fix, Final Fix and Communications percentage and rates. |
| • A Performance Target of 100% is required for all SLA metrics (Acknowledgement, Work around/Temporary fix, Final Fix and Communications) |
| For general correspondence and contract questions: |
| • Next Business Days response and acknowledgement |
| • 2 Business Days reply with status and or answers |
| • 4 Business Days answer |
| • Weekly updates if no answers were provided within 5 Business Days |
| Priority Level | Impact | Metric: Response/Resolution Time |
| High | Severe Impact: Problems disable major functions required to do productive work or software is partially inoperative and is considered severly restrictive by the Commonwealth | 1. Acknowledgement: Less than eight (8) business hours, constant effort until fix |
2. Final Fix: Less than four (4) business days
3. Communications: Daily Low Minimal Impact: Any deviation from normal specifications without an impact on business operations of the Commonwealth and not otherwise included in a Priority Level 1, 2, or 3 category 1. Acknowledgement: Within two (2) business days
2. Final Fix: Less than ten (10) business days
4. Communications: Weekly
| Table 1 - Key Performance Indicators (KPIs) | |||||
| No. | Performance Metric | Performance Target | Definition | Calculation | Frequency of Review |
| KPI-1 | Deliverables Submitted On Time | All deliverable(s) completed by the agreed upon due date. | This KPI measure the vendors adherence to the agreed upon schedule. | Received by 4:00 pm EST on the deliverable due date | Quarterly |
(the KPI should be evaluated for each deliverable submitted in the quarter)
| KPI-2 | Deliverable Quality | Each deliverable should have no more than 3 grammatical errors per page. | This KPI is intended to measure the effectiveness of the vendor’s quality assurance practices associated with the preparation and submission of deliverables. | Total number of grammatical errors / total number of pages in the deliverable | Quarterly (the KPI should be calculated separately for each deliverable submitted in the quarter) |
| KPI-5 | Minimal Equipment Failure |
tc={0E4DA41E-862F-47B2-8440-734FFD6E934E}: [Threaded comment]
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Comment:
what's the difference between equipment failure? All equipment failure will have unplanned downtime, but not all downtime will be the result of equipment failure. Seems like it's already included under the other KPI. <1% of agency vehicles removed from service due to equipment failure or malfunction each month For the purposes of this KPI, the reliability of FR-ITS hardware will be based on the number of times a vehicle needs to be taken out of service as a result of equipment failure or malfunction. This statewide assessment considers all vehicles for agencies using the FR-ITS. Number of times a vehicle is taken out of service each month for any period of time/Total number of vehicles for agencies using FR-ITS. The assessment will be based on the data in the Ticket Tracking System. Quarterly
(the KPI should be evaluated for each month in the quarter)
| Table 2 - Service Level Agreements (SLAs) | ||||||
| No. | Performance Metric | Performance Target | Definition | Calculation | Frequency of Review | Service Credit |
| SLA-1 | Implementations Completed On Time |
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Comment:
seems unnecessary for this project. Agency implementations will be completed in accordance with the schedule in the preliminary implementation plan or statewide implementation plan For the purposes of this SLA, determining whether an agency implementation was completed on time will be based on the submittal date for the agency close out report. Agency close out report submitted by the due date specified in the preliminary implementation plan or the statewide implementation plan. Monthly 10% total agency implementation costs
&12Application Maintenance SLAs and KPIs
&8&P
Definitions
| 3522R11 - ATMA Hardware and Software SLAs | |
| Definitions | |
| Standard Business Hours – Monday through Friday, 7:00AM to 5:00 PM EST |
Downtime – A period of time during which key components of the application are unavailable to PennDOT users
Incident- Any single event or set of events that result in Downtime.
Recovery Time Objective - the duration of time and a service level within which a business process must be restored after a disaster (or disruption) in order to avoid unacceptable consequences associated with a break in business continuity.
Service level – The performance metric(s) set forth in the RFS and SLA appendix that the Selected Offerror agrees to meet in the delivery of services for the duration of the contract.
| Business Hours – Monday through Friday, 6:00AM to 6:00 PM EST Excluding Federal Holidays. |
| Critical Priority Support Ticket – A ticket associated with a System Outage. |
| Downtime – A period of time during which (1) the system or a key component of the system is completely down, or (2) a critical system function(s) is unavailable to one or more agencies or PennDOT users or (3) the system performance is so slow that users cannot effectively complete critical tasks. |
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Comment:
need to fix "downtime" to match the SLA page. (i.e. should be their fault, not if the TMA is hit by a car or something)
| Downtime Period – A period of ten consecutive minutes of constant or intermittent Downtime. Intermittent Downtime for a period of less than ten minutes will not be counted towards any Downtime Period. |
| High Priority Support Ticket – An issue which has a significant impact on system performance and / or which has a significant impact on the work of one or more agency or PennDOT staff. |
| Low Priority Support Ticket – A nuisance issue which is not causing a significant impact on system performance or interfering with the work of agency or PennDOT staff. |
| Medium Priority Support Ticket – A support ticket which does not have a significant impact on system performance but which has a modest impact on the work of a single agency staff member. |
| Major Defect – A defect with only significant impacts to system functionality and does not have a viable work around. A major defect generally requires an unplanned release in order to resolve the issue as soon as possible. |
| Minor Defect – A defect with only minor impacts to system functionality and / or one which has a viable work around. The impacts caused by a minor defect are minor enough that it does not need to be handled with an unplanned release but can wait until a future scheduled release. |
| Scheduled Downtime - Periods of downtime related to network, hardware or service maintenance or upgrades. To be considered scheduled downtime, these periods must be scheduled at least 3 days in advance. |
| System Outage – An incident which results in Downtime. |
| Unplanned Downtime – Downtime that is not scheduled at least 3 days in advance. |
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