Attachment 4.pdf
PDF 133 KB Posted
- Attached to
- SWITCHED LONG DISTANCE SERVICES
- Solicitation number
- 5400023969
- Issued by
- Richland County, South Carolina
About this file
This is a Service Level Agreements (SLA) document for a South Carolina switched long distance services contract, establishing performance standards and corresponding financial penalties for the Contractor when service delivery fails to meet specified requirements.
The document outlines eight distinct service level agreements with associated credit structures applied to monthly invoiced amounts or administrative fees. SLA #1 addresses security breach notification delays, with no credit for delays up to 24 hours, 10% credit for 24-25 hours, 50% credit for 25-26 hours, and 100% credit for delays exceeding 26 hours. SLA #2 through #4 govern alarm/alert notification, service response, and status update notification, each with a graduated penalty structure ranging from no credit for minimal delays to 100% monthly credit for delays exceeding one hour. SLA #5 establishes Mean Time to Repair (MTTR) performance standards with no credit for up to four hours, increasing to 100% credit for repairs exceeding six hours. SLA #6 addresses Request for Overrides (RFO) notification with penalties escalating from 10% credit at 1-2 hours of delay to 100% at three hours or longer. SLA #7 covers Root Cause Analysis (RCA) delivery with a longer 24-hour grace period before credits apply, ranging to 100% for delays exceeding 48 hours. SLA #8 establishes administrative fee accuracy and timeliness standards on a calendar-year basis, with penalties escalating from 110% of monthly administrative fees for the first late issuance to 200% for the third occurrence within a year.
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Other files
| File | Type | Posted |
|---|---|---|
| Attachment 1.xlsx | XLSX spreadsheet | |
| Attachment 2.xlsx | XLSX spreadsheet | |
| Extension of Award Posting.pdf | ||
| Solicitation.pdf |
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Text version
ATTACHMENT 4
Service Level Agreements
SLA #1
For any delay in the notification of the procuring entity in accordance with South Carolina law in the event of a breach of any of the State’s information within the control of Contractor or its information systems, the Contractor shall issue the affected UGU(s) a credit based on the following table:
Security Breech Notification (Hours) Service Credit
00:00:01 – 24:00:00 No Credit 24:00:01 – 25:00:00 10% of the monthly invoiced amount 25:00:01 – 26:00:00 50% of the monthly invoiced amount 26:00:01 or longer 100% of the monthly invoiced amount
SLA #2
For any delay in UGU notification of a service affecting issue in the manner required, the Contractor shall issue the UGU a credit based on the following table:
Alarm/Alert Notification (Hours/Minutes) Service Credit
00:00:01 – 00:20:00 No Credit 00:20:01 – 00:40:00 10% of the monthly invoiced amount 00:40:01 – 01:00:00 50% of the monthly invoiced amount 01:00:01 or longer 100% of the monthly invoiced amount
SLA #3
For any delay in responding to service affecting issue in the manner required, the Contractor shall issue UGU a credit based on the following table:
Responding (Hours/Minutes) Service Credit
00:00:01 – 01:00:00 No Credit 01:00:01 – 01:30:00 10% of the monthly invoiced amount 01:30:01 – 02:00:00 50% of the monthly invoiced amount 02:00:01 or longer 100% of the monthly invoiced amount
SLA #4
For any delay in providing UGU status updates in the manner required, the Contractor shall issue the UGU a credit based on the following table:
Status Update Notification (Hours/Minutes) Service Credit
00:00:01 – 01:00:00 No Credit 01:00:01 – 01:30:00 10% of the monthly invoiced amount 01:30:01 – 02:00:00 50% of the monthly invoiced amount 02:00:01 or longer 100% of the monthly invoiced amount
SLA #5
For exceeding the Mean Time to Repair (MTTR), the Contractor shall issue the UGU a credit based on the following table:
Status Update Notification (Hours/Minutes) Service Credit
00:00:01 – 04:00:00 No Credit 04:00:01 – 05:00:00 10% of the monthly invoiced amount 05:00:01 – 06:00:00 50% of the monthly invoiced amount 06:00:01 or longer 100% of the monthly invoiced amount
SLA #6
For any delay in providing the original requestor an RFO in the manner required, the Contractor shall issue the UGU a credit based on the following table:
RFO Notification (Hours/Minutes) Service Credit
00:00:01 – 01:00:00 No Credit 01:00:01 – 02:00:00 10% of the monthly invoiced amount 02:00:01 – 03:00:00 50% of the monthly invoiced amount 03:00:01 or longer 100% of the monthly invoiced amount
SLA #7
For any delay in providing the UGU an RCA in the manner required, the Contractor shall issue the UGU a credit based on the following table:
RCA Notification (Hours/Minutes) Service Credit
00:00:01 – 24:00:00 No Credit 24:00:01 – 36:00:00 10% of the monthly invoiced amount 36:00:01 – 48:00:00 50% of the monthly invoiced amount 48:00:01 or longer 100% of the monthly invoiced amount
SLA #8
For any delay in providing DTO the Administrative Fee in the manner required, the Contractor shall issue DTO a credit based on the following table:
Administrative Fee Accurate and Timely Issued
Service Credit Timeframe
30 calendar days or better No Credit Per Month 1st late issuance/accuracy 110% of the monthly administrative fee Per Year 2nd late issuance/accuracy 150% of the monthly administrative fee Per Year 3rd late issuance/accuracy 200% of the monthly administrative fee Per Year
File details come from the government source that posted it. Updated .