Attachment 07 - Service Level Agreement (SLA).docx
DOCX document 27 KB Posted
- Solicitation number
- 1627-003
- Issued by
- Alaska
About this file
This is a Service Level Agreement (SLA) document for RFP #2027-1600-0043 involving the State of Alaska Department of Health (DOH) and the Substance Abuse and Mental Health Services Administration (SAMHSA) for the Unified Performance Reporting Tool (SUPRT) SaaS solution. The contractor is required to provide a cloud-based software-as-a-service platform that operates continuously twenty-four hours per day, seven days per week, except for regularly scheduled maintenance communicated at least fifteen calendar days in advance. The system must facilitate user data submissions, inquiries, and updates while maintaining compatibility with SAMHSA's Performance Accountability and Reporting System (SPARS) through a batch upload interface. The contractor shall submit completed SUPRT records to SPARS within seven calendar days following subrecipient grantee submission and must provide monthly SLA performance reports no later than the fifth calendar day of each month beginning in the second month following implementation.
The SLA establishes specific performance standards with financial offset penalties for non-compliance, including requirements for critical security patch application within seventy-two hours of availability, weekly secure backups of all databases and system configurations, and error resolution reporting within seven business days for rejected or failed data submissions. The contractor must notify the DOH of system problems within forty-eight hours of identification and provide minimum fifteen calendar days advance written notice for non-emergency application changes, with a Statement of Work submission required for major modifications. Any missed performance standards for two consecutive months trigger the submission of a Corrective Action Plan within ten business days. The SLA document specifies monthly submission requirements for survey deletion and return codes, batch upload surveys, and error corrections or identification, and permits amendment only through mutual written agreement between both parties.
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Text version
SERVICE LEVEL AGREEMENT (SLA) REQUIREMENTS
Attachment #7
RFP # 2027-1600-0043
(samhsa) Unified Performance Reporting Tool (SUPRT)
Each service level requirement presented establishes the performance standards (Service Level Agreement or SLA) expected by the State in this SUPRT SaaS solution. Failure to achieve any performance standard may, at the discretion of the State, result in financial offsets applied to the operating fees.
Monthly Reporting Beginning in the second month following implementation, the Contractor shall submit a monthly Service Level Agreement (SLA) performance report. Monthly performance reports shall be submitted no later than the fifth (5th) calendar day of the month following the reporting period.
The Contractor must make available all report and/or data used in the determination of SLA compliance and the calculation of performance to DBH.
If necessary, the Contractor may provide additional explanation related to SUPRT SaaS solution performance for the State’s consideration. The Contractor must submit a Corrective Action Plan to the State for review and approval of any performance standard missed for two consecutive months. Corrective Action Plans must be submitted within ten (10) business days of the missed SLA.
Service Level Requirements Scheduled maintenance and planned upgrades that have been communicated to DOH at least fifteen (15) calendar days in advance shall be excluded from uptime calculations.
· The Offeror will communicate planned downtime due to upgrades or routine maintenance to DOH fifteen (15) calendar days prior to downtime.
· The system must be available for processing to meet all production schedules, and for user data submissions, inquiry, and updates, twenty-four (24) hours per day, seven days a week except for regularly scheduled maintenance.
· The Contractor’s SPARS batch upload interface shall submit completed SUPRT records to SAMHSA's Performance Accountability and Reporting System (SPARS) through the approved batch upload process within seven (7) calendar days following Subrecipient Grantee submission.
· DOH and the Contractor will mutually develop representative operational batch upload interface for SPARS upload. Specifically, this is batch upload notification and error resolution for rejected/failed Alaska SUPRT data to SPARS (includes correction of record-specific errors and identification of systematic errors for correction). During the Clarification Period, Contractor will run and report on these performance expectations automatically each day to verify/validate that the system response times are acceptable for end-users.
· The Contractor must verify that all critical security patches are applied within seventy-two (72) hours of critical patch availability.
· The Contractor must establish and maintain weekly secure backups of all databases, system configurations, and user documentation associated with the SUPRT SaaS Solution and SPARS batch upload process.
Survey Deletion and Return Codes
The time necessary to correct data discrepancies will depend on the size and complexity of rejected/failed Alaska SUPRT data. The resolution period begins once the details of the requested update have been finalized between DOH and the Contractor.
· Error resolution for rejected/failed Alaska SUPRT data to SPARS will be reported to DOH by the Contractor within (7) business days.
System Failures and Modifications
· The Contractor will notify DOH of SUPRT SaaS Solution problems within forty-eight (48) hours of identification of the problem.
· The Contractor shall notify the DOH and submit a Statement of Work (SOW) for any major proposed application or system modifications. The Contractor must provide the DOH with a minimum of fifteen (15) calendar days advance written notice prior to implementing any non-emergency application changes.
Amendments The Service Level Requirements may be amended by mutual written agreement from both parties.
* Monthly Submissions Report
| Measurement |
| Quantity |
Survey deletion and return codes
Surveys batch upload
Error corrections or identification
File details come from the government source that posted it. Updated .