Attachment 4 - DTC System Integrator SLAs.docx

DTC System Integrator SLAs - Attachment 4 This Service Level Agreement defines the performance expectations for services and outlines the agreed-upon performance metrics, uptime requirements, error handling, and monitoring and reporting mechanisms.

Application, API, and Integration Performance Metrics:

1. Response Time:

a. APIs shall be built and maintained on low code platforms and shall achieve an average response time better than 2000 milliseconds (ms) to ensure timely data exchange and minimize impact on the overall system performance.

b. Real-time integration require faster response times for a fluid user experience. Response times are expected to be within 1000 to 5000 ms or lower, as any noticeable delay can impact the user experience.

c. For batch processing jobs where an immediate user interaction is not expected and response times can be more relaxed it is important to monitor and optimize the processes to ensure completion in a reasonable timeframe to not cause delays in other parts of the system or impact upstream or downstream systems.

d. Web applications are expected to deliver a smooth and responsive user experience and max end to end response time is expected to be no more than 5000 milliseconds (ms)

e. Mobile application typically require faster response times and should target an end to end 100 to 500 ms or lower response time to ensure a seamless and responsive experience to mobile users

f. Maintain an average network latency below 500 ms.

2. Scalability:

a. Applications, APIs, and integrations shall handle peak loads without degradation and perform to business expectations accordingly.

3. Uptime and Availability

a. Applications and APIs should be available and accessible with a target uptime range between 99% to 99.99%.

4. Error Handling

a. API and integration services shall maintain an acceptable error rate of less than 1% as measured by the occurrence of non-transient error codes and transient error codes though should target near-zero errors. Mission critical applications should prioritize accuracy and precision to minimize operational risks.

b. Errors should be handled gracefully and align with business and DTC policy and expectations.

c. Errors should be clear, descriptive, and exclude the sharing of sensitive data such that appropriate action can be taken to troubleshoot.

5. Monitoring and Reporting

a. Monitoring and reporting on the health of the system is required. Delivery team must leverage approved OI&T monitoring tools so support and stakeholders have near-real time insights to response time, uptime, error rates, and other key metrics to have observability to the health of the system.

b. Tools that enable monitoring and reporting should align to DTC policy and recommendations.

c. Issues discovered from monitoring and reporting need to be resolved in a timely matter depending on criticality so disruption to the business is minimized and reoccurrence is limited.

6. Design, Development, and Testing

a. Delivery team must adhere to all DTC policies as defined on VA Confluence.

b. Applications and APIs should be designed to minimize ongoing application support that require fewer than 4 minor enhancements and 0 major enhancement requests per year.

c. No more than 3 architectural exceptions can be requested.

d. Zero critical security vulnerabilities can be pushed to production.

e. Critical defects and bugs but be resolved within five days.

f. For Salesforce Apex development at least 85% unit test coverage must be met.

g. For MuleSoft development at least 75% mUnit coverage must be met.

h. Unit testing, functional testing, performance testing, and user acceptance testing all require a 100% pass on test plans and scripts with exceptions clearly approved and documented from business. Test plans and scripts must be transferred to the team continuing support.