Attachment_14_-_Proposed_Service_Level_Agreements.xlsx
XLSX spreadsheet 50 KB Posted
- Solicitation number
- RFP 026-2630601-RA
- Issued by
- Orange County, San Diego City, California
About this file
The document is a Service Level Agreement (SLA) spreadsheet for the County of Orange, Office of the District Attorney (OCDA), related to a new Case Management System (CMS) implementation. The SLA outlines seven critical and monitored service level requirements covering reporting schedule adherence, incident resolution times, root cause analysis, system availability, recovery time and point objectives, incident response time, and customer notification. The requirements specify performance metrics, targets, measurement periods, and penalties for non-compliance, with critical SLAs potentially incurring a 5% invoice price penalty and requiring resolution within specific timeframes ranging from 2 hours to 10 business days depending on defect level.
The associated RFP indicates an 11-year contract with an anticipated start in February 2025, seeking a Commercial-off-the-Shelf (COTS) solution to replace the existing legacy system. The procurement will evaluate proposals across five criteria: Solution Offering (300 points), Implementation Services (200 points), Experience and Qualifications (100 points), Corporate Sustainability (50 points), and Cost (100 points). The solicitation includes provisions for local small businesses (OCLSB) and Disabled Veteran Business Enterprises (DVBE), offering a 5-8% bid price reduction or scoring advantage, with a requirement that at least 20% of the total bid amount be allocated to certified OCLSB or DVBE subcontractors. The system must integrate with external law enforcement, court, and victim services platforms and requires implementation experience in a federal CJIS compliant setting.
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Service Level Requirements
| County of Orange, Office of the District Attorney (OCDA) | ||||||||||||||
| Request for Proposal - Service Level Agreements | ||||||||||||||
| The Service Level Requirements in this workbook are considered to be guidelines. The County is willing to consider proposals from Offerors that differ from these if they conform to standard SLA's/SLR's from the vendor. All offerers must fill out columns N and O. If the Offerer is unable to meet the requirement, they must provide a justification in Column 0. If the Offeror would like to recommend alternative language they must document the recommended alternative language in Column O. | ||||||||||||||
| ID | SLR Tower | SLR Type | SLR Name | Service Measure | Performance Metric | Performance Target | Formula | Measurement Period | Reporting Period | Measurement Method | Critical or Monitored | Fees and Earn Backs | Vendor Confirmation | Justification / Recommended Alternative Language |
| SLR-1 | Cross Functional | Reporting | Reporting | Schedule Adherence | Provision of reports within the defined timelines in of the Agreement | 100% | [Number of agreed actions that are completed within the target dates] |
[The total number of agreed actions in the Measurement Period] Monthly Monthly TBD Critical Critcal SLAs Penalties (total cumulative down hours/total hours):
Missed SLA Fee: 5% of invoice price Earn Back: 3 months without critical is outages or missed critical SLAs SLR-2 Cross Functional Incident Resolution Time Resolution Time to Resolve Defect Level 1: ≤ 2 hours Defect Level 2: ≤ 4 hours Defect Level 3: ≤ 72 hours Defect Level 4: ≤ 10 Buinsess day Defect Level 1: ≤ 2 hours 95% of the time Defect Level 2: ≤ 4 hours 95% of the time Defect Level 3: ≤ 48 hours 95% of the time Defect Level 4: ≤ 120 hours 95% of the time [Number of defects that met SLR] [The total number of defects in the Measurement Period] Monthly Monthly TBD Critical Critcal SLAs Penalties (total cumulative down hours/total hours):
Missed SLA Fee: 5% of invoice price Earn Back: 3 months without critcial is outages or missed critical SLAs SLR-3 Cross Functional Root Cause Analysis (RCA) timing Root Cause Analysis - For Defect Level 1 and Defect Level 2 and as requested Time to Report Within 5 days of reported failure or as agreed by OCDA 98% [Number of instances within Performance Target] [Total number of instances during Measurement Period] = “Percent (%) Attained”
For Incidents due to change — Measure every 4 weeks Monthly Monthly TBD Critical Critcal SLAs Penalties (total cumulative down hours/total hours):
Missed SLA Fee: 5% of invoice price Earn Back: 3 months without critcial is outages or missed critical SLAs
| SLR-4 | SaaS | Availability | Uptime/Availability SLR Overall System Availability | Availability of New Regulatory System | Sun-Sat, 0000-2400 | |
| 24/7/365 | 99.99% | [Availability (%) = 100% — Unavailability (%)] | ||||
| Where Unavailability is defined as: (sum outage duration x 100%) ÷ (schedule time — planned outage) | Weekly | Monthly | TBD | Critical | Critcal SLAs Penalties (total cumulative down hours/total hours): |
Missed SLA Fee: 5% of invoice price Earn Back: 3 months without critcial is outages or missed critical SLAs SLR-5 SaaS Recovery Time Objective (RTO) and Recovery Point Objective (RPO) Recovery Time and Data Recovery Recovery Time and Data Recovery Recovery Time and Recovery Point ≤8 hours with ≤1 hour of data loss [Number of instances within Performance Target] [Total number of instances during Measurement Period] Designated recovery period following a disaster Periodically throughout the recovery period TBD Critical Critcal SLAs Penalties (total cumulative down hours/total hours):
Missed SLA Fee: 5% of invoice price Earn Back: 3 months without critcial is outages or missed critical SLAs SLR-6 Cross Functional Incident Response Time Response Time to Respond Incident: ≤ 15 elapsed minutes Incident Response within 15 minutes, ≥ 95%, Incident Response within 30 minutes, = 100% [Number of Incidents that met SLR]
| [The total number of Incidents in the measurement period] | Monthly | Monthly | TBD | Monitored | N/A | |||
| SLR-7 | Cross Functional | Incident Resolution | Time to Notify Customer of Defect Level 1 or 2 | Time to Respond | <15 minutes | 98% | [Number of incidents within Performance Target] |
[Total number of incidents during Measurement Period] = “Percent (%) Attained”
| For Incidents due to change — Measure every 4 weeks | Monthly | Monthly | TBD | Monitored | N/A | ||||||||
| SLR-8 | Cross Functional | Incident Resolution SLRs | Root Cause Resolution | Completed per RCA plan | Complete the RCA plan per approved schedule | 100% | Completed within required time | Weekly | Monthly | TBD | Monitored | N/A | |
| SLR-9 | Service Desk | Response Time | Speed to Answer | Phone Response Time | <5 minutes | 80% | [Number of phone calls to the Service Desk during the Measurement Period that are answered within the Performance Target] |
[total number of phone calls to the Service Desk during the Measurement Period]
| x 100% = “Percent (%) Attained” | Daily | Weekly | TBD | Monitored | N/A | |||
| SLR-10 | Service Desk | Response Time | E-mail and voicemail response rate | Response Time | ≤4 hours | 98% | E-mail response rate: [Number of e-mails received and responded to within the Performance Target during the Measurement Period] |
[Total number of e-mails received during the Measurement Period] x 100% = “Percent (%) Attained”
Voice Mail response rate: [Number of voice mails received by the voicemail system during the Measurement Period and responded to by a Service Desk agent within the Performance Target] [Total number of voice mails received by the voicemail system during the Measurement Period]
| x 100% = “Percent (%) Attained” | Daily | Weekly | TBD | Monitored | N/A | |||
| SLR-11 | Service Desk | Response Time | Incident Closure Notice (via e-mail and/or phone) | Elapsed Time after service restoration | <20 minutes following Incident Resolution | 98% | [Number of Incidents Resolved and service requests completed during the Measurement Period for which a closure notice was provided to the User within the Performance Target] |
[Total number of Incidents Resolved and service requests completed during the Measurement Period]
| x 100% = “Percent (%) Attained” | Daily | Weekly | TBD | Monitored | N/A | |||
| SLR-12 | SaaS | Annual Disaster Recovery (DR) Test | Annual Disaster Recovery (DR) Test | Annual DR Test | Annual test completed, DR test results made available to OCDA and accepted by OCDA in accordance with the criteria agreed upon by the Contractor and OCDA prior to execution of each test | 100% | [Number of instances within Performance Target] |
| [Total number of instances during Measurement Period] | Annually | Annually | TBD | Monitored | N/A | ||||||||
| SLR-13 | SaaS | Scheduled Downtime | Scheduled Downtime | Availability per location | ≤4 hours down time per month (per component) | 100% | Actual scheduled downtime per component is defined as: monthly outage duration - monthly planned outage | Weekly | Monthly | TBD | Monitored | N/A | |
| SLR-14 | SaaS | Release Documentation | Release Documentation delivered within agreed timing | Documentation received by OCDA within agreed time prior to Release date | All documentation | 100% | [Number of instances (releases) within Performance Target] |
| [Total number of instances during Measurement Period] | Monthly | Monthly | TBD | Monitored | N/A | |||
| SLR-15 | SaaS | Breach Incident | Breach Incident notification within agreed timing | Notification received by OCDA within 8 hours of a system breech | Notification | 100% | [Number of notifications of breach instances] |
[Total number of breach instances] Annually Annually TBD Monitored N/A
&"Arial,Regular"Texas Office of Court Administration eFileTexas 2.0 &"Arial,Regular"RFO No. 212-20-0385 Attachment B.1 - Service Level Requirements
&"Arial,Regular"&K000000Page B.1.&P
Definition: An incident is an event that is not part of normal operations that disrupts operational processes. It may involve the failure of a feature or service that should have been delivered or some other type of operation failure.
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