Attachment 1-B - Service Level Agreement.docx

This is a Service Level Agreement document for a Client Activity Tracking System three-year agreement with the State of California. The agreement establishes performance standards and service delivery requirements for the contractor's system operations, including availability, response times, and support services. The system tracks client activities and requires continuous operation with defined uptime commitments and performance metrics throughout the three-year contract term. The SLA specifies the contractor's obligations for system maintenance, incident response, and resolution procedures, along with escalation protocols for service failures. Key performance indicators include system availability targets, data processing timeframes, and user support response times that the contractor must maintain during the contract period.

The Service Level Agreement includes penalties and remedies for non-compliance with specified performance standards, detailing how service credits or other corrective measures will be applied when the contractor fails to meet agreed-upon service levels. The document establishes monitoring and reporting requirements, requiring the contractor to provide regular performance metrics and documentation demonstrating compliance with all service level commitments. Support requirements are defined for both technical assistance and administrative functions, with specific hours of availability and response time windows established for different incident severity levels. The agreement also addresses change management procedures, communication protocols between the contractor and the state agency, and procedures for handling disputes related to performance measurement and compliance verification.