ATTACHMENT 7 - Service Level Agreement.xlsx
XLSX spreadsheet 23 KB Posted
- Attached to
- Offender Communication Services State and local contract opportunity
- Solicitation number
- 300000222641796
- Issued by
- Missouri
About this file
This Service Level Agreement (SLA) document outlines the performance requirements and penalties for the contractor managing the Offender Communication System (STATE 0000000178SL) for a state correctional agency. The SLA establishes four priority levels for trouble tickets based on system impact severity, with Priority Level 1 (critical system outages) requiring acknowledgment within 15 minutes and resolution within 24 hours, Priority Level 2 (major functionality loss) requiring acknowledgment within 2 hours and resolution within 48 hours, Priority Level 3 (moderate impact affecting staff operations) requiring acknowledgment within 2 hours and resolution within 48 hours excluding weekends and holidays, and Priority Level 4 (minor impact) requiring acknowledgment within 24 hours and resolution within five business days. The contractor must maintain 100% compliance with all service level standards, including notification requirements for system component failures within one hour, scheduled maintenance downtime notification 72 hours in advance, and unscheduled maintenance notification at least one hour in advance. Additional metrics address implementation timelines across multiple facilities, software enhancement requests with 14-day planning periods, attorney-client privilege call protections, network and data breach notification and prevention, prevention of unauthorized offender internet access, and strict control of unapproved content or applications on system devices.
Financial penalties for non-compliance are substantial and escalate based on severity and duration of failures. Priority Level 1 event failures incur $10,000 per 24-hour period of non-compliance, Priority Level 2 events incur $2,000 per 24-hour period, Priority Level 3 events incur $1,000 per 24-hour period, and Priority Level 4 events incur $500 per 24-hour period. Additional penalties include $500 per missed system component failure notification, $500 per missed maintenance downtime notification, $1,000 per business day per facility for implementation timeline failures, $500 per recorded attorney-client privilege call violation, $500 per data breach notification failure with $25,000 per actual data breach occurrence, $5,000 per offender per unauthorized internet access instance, $1,000 per unapproved content or application instance, and $10,000 per corrective action plan failure. All penalties are assessed monthly and paid to the Offender Canteen Fund within 30 days. Service level assessments begin 90 days after installation at each facility, and contractors have five business days to dispute assessments or provide extenuating circumstances for state agency Program Manager review before penalties are finalized.
View the file
Other files for this state and local contract opportunity
| File | Type | Posted |
|---|---|---|
| STATE 0000000178SL PRE-PROPOSAL CONFERENCE ATTENDANCE RECORD Amendment 02.doc | DOC document | |
| STATE 0000000178SL RFP Offender Communication Services Amendment 02.docx | DOCX document | |
| Attachment 9 - Current Video Visit Schedules.pdf | ||
| ATTACHMENT 8 Contractor's Notice of Fees.docx | DOCX document | |
| ATTACHMENT 3 - PIN CARD SAMPLE.docx | DOCX document | |
| ATTACHMENT 4 - APPLICATION FOR COMPUTER SECURITY ACCESS.docx | DOCX document | |
| ATTACHMENT 5 - Agency Interface File Formats.docx | DOCX document | |
| ATTACHMENT 2 - CURRENT PHONES AND CAPACITY OF FACILITIES.xlsx | XLSX spreadsheet | |
| ATTACHMENT 6 - Mail Process Map.docx | DOCX document | |
| ATTACHMENT 1 - DEPARTMENT OF CORRECTIONS FACILITIES.docx | DOCX document | |
| PRE-PROPOSAL CONFERENCE ATTENDANCE RECORD.doc | DOC document | |
| STATE 0000000178SL RFP Offender Communication Services.docx | DOCX document | |
| STATE 0000000178SL RFP Offender Communication Services Amendment 01.docx | DOCX document |
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Text version
Sheet1
| Attachment 7 STATE 0000000178SL | ||
| Offender Communication System Trouble Ticket Priority Definitions and Response Table | ||
| Priority & Criteria | Example Priority Level Events | Response & Resolution Target (RRT) |
| Priority Level 1 |
Critical - Impact: major service events that globally or severely impact the offender communication system.
1. Major System or network outage
2. Offender communication system functionality is ‘down’ at one or multiple sites simultaneously -Offender communication system software -Public facing customer services
3. Offender communication system services is ‘down’ at one or multiple sites simultaneously -Digital mail -Telephone -Video visitation
4. Security breach or vulnerability of the offender communication system that would require a shut down of all tablet services at one or multiple sites simultaneously as determined by the Department.
| 5. Incident marked VIP by the state agency, or batch job | Following the notification of a Priority Level 1 event, the contractor must acknowledge the event within 15 minutes. The contractor must complete a resolution repair solution within twelve (12) hours of initial notification and resolved within twenty-four (24) hours of initial notification. |
| Priority Level 2 |
Major - Impact: Significant/Large Offender communication system functionality is ‘down’ at one (1) or more housing units or wings. A down system includes any offender communication system network, device, component, service and/or application.
1. Offender communication system services is ‘down’ at one or more housing units or wings -Games -Music -Education -LexisNexis -Notifications of censorship and rejections -Digital mail -Telephone
| -Video visitation | Following the notification of a Priority Level 2 event, the contractor must acknowledge the event within 2 hours. The contractor must complete a resolution repair solution within twenty-four (24) hours of initial notification and resolved within forty-eight (48) hours of initial notification |
| Priority Level 3 |
Moderate - Impact: Limited Offender communication system functionality is ‘down’ affecting multiple facility staff and operations.
Issues that affect offender communication system and is of a nature that is not impacting incarcerated individuals but still requires attention in order to meet contract requirements.
1. Unable to run a report
2. Unable to access the system
3. Unable to suspend offender services such as, but not limited to:
-Phone service -Media services -Tablets
4. Unable to process and/or print offender digital mail
5. Unable to download a call recording
| 6. Staff trouble ticket resolution | Following the notification of a Priority Level 3 event, the contractor must acknowledge the event within 2 hours. The contractor must complete a resolution repair solution within twenty-four (24) hours of initial notification and resolved within forty-eight (48) hours of initial notification (excluding weekends and federal holidays). |
| Priority Level 4 |
Minor - Impact: Limited Offender communication system functionality is ‘down’ affecting facility operations.
Requests for information
1. Equipment repair requests, may include but not limited to:
-Replacing a wall phone -Replacing an access point -Replacing a kiosk or docking station
2. Offender trouble ticket resolution
| 3. Tablet inventory level | Following the notification of a Priority Level 4 event, the contractor must acknowledge the event within twenty-four (24) hours. The contractor must complete a resolution repair solution within seventy-two (72) hours of initial notification and resolved within five (5) business days of initial notification (excluding weekends and federal holidays). | |
| For any items not listed above, the contractor and agency will mutually agree upon the priority level to be assigned. | ||
| The priority level event will be considered resolved when the state agency designee confirms that full functionality has been restored. | ||
| Acceptable Standard: | ||
| The acceptable standard is 100% compliance. | ||
| Amount for Failing to Meet Service Level Agreement: | ||
| Service Credits are calculated monthly for unresolved Priority Level Events following the expiration of the Response & Resolution Target (RRT). | ||
| Every 24 hours thereafter, the Contractor may be subject to additional Service Credits until the Priority Level Event has been resolved. | ||
| Priority Level 1 Event: | $10,000.00 may be assessed following the expiration of the RRT and again every 24 hours thereafter until the issue is resolved | |
| Priority Level 2 Event: | $2,000.00 may be assessed following the expiration of the RRT and again every 24 hours thereafter until the issue is resolved. | |
| Priority Level 3 Event: | $1,000.00 may be assessed following the expiration of the RRT and again every 24 hours thereafter until the issue is resolved. | |
| Priority Level 4 Event: | $500.00 may be assessed following the expiration of the RRT and again every 24 hours thereafter until the issue is resolved. | |
| Service Level assessments will begin 90 days post install of each service. | ||
| Prior to assessing any penalties, the state agency will advise the Contractor of the finding that is the basis for the assessment and will afford the Contractor the opportunity to review and respond to the SLA. The contractor may dispute the assessment or provide any extenuating circumstances that may explain or mitigate any failure to meet the SLA within five (5) business days. Extenuating circumstances will be reviewed by the state agency Program Manager before any Service Credits are assessed. Payment for penalties will be made within thirty (30) days to the Offender Canteen Fund. | ||
| Metric 1: Notification of System Component Failure | ||
| Definition and Purpose | ||
| The contractor shall notify the state agency of any system component failure within one (1) hour of the discovery of the failure in a Priority 1 event. | ||
| Data Source: | ||
| 1 | Contractor Notification | |
| 2 | End User Reports | |
| Methodology: | ||
| The state agency may review all data sources in the calculation of this SLA. | ||
| Acceptable Standard: | ||
| The Acceptable Standard is 100% compliance. | ||
| Amount for Failing to Meet Service Level Agreement: | ||
| Where the Contractor has failed to comply, $500 per notification not made within one (1) hour. | ||
| Prior to assessing any penalties, the state agency will advise the Contractor of the finding that is the basis for the assessment and will afford the Contractor the opportunity to review and respond to the SLA. The contractor may dispute the assessment or provide any extenuating circumstances that may explain or mitigate any failure to meet the SLA within five (5) business days. Extenuating circumstances will be reviewed by the state agency Program Manager before any Service Credits are assessed. Payment for penalties will be made within thirty (30) days to the Offender Canteen Fund. | ||
| Metric 2: Notification of Maintenance Downtime | ||
| Definition and Purpose | ||
| The contractor shall notify the state agency of any maintenance downtime: | ||
| Notice for scheduled software maintenance downtime must be seventy-two (72) hours before installation occurs. | ||
| Notice for unscheduled software maintenance downtime must be at least one (1) hour before installation occurs. | ||
| Data Source: | ||
| 1 | Contractor Notification | |
| 2 | End User Reports | |
| Methodology: | ||
| The state agency may review all data sources in the calculation of this SLA. | ||
| Acceptable Standard: | ||
| The Acceptable Standard is 100% compliance. | ||
| Amount for Failing to Meet Service Level Agreement: | ||
| Where the Contractor has failed to comply, $500 per instance. | ||
| Prior to assessing any penalties, the state agency will advise the Contractor of the finding that is the basis for the assessment and will afford the Contractor the opportunity to review and respond to the SLA. The contractor may dispute the assessment or provide any extenuating circumstances that may explain or mitigate any failure to meet the SLA within five (5) business days. Extenuating circumstances will be reviewed by the state agency Program Manager before any Service Credits are assessed. Payment for penalties will be made within thirty (30) days to the Offender Canteen Fund. | ||
| Metric 3: Implementation Timeline | ||
| Definition and Purpose | ||
| Final Acceptance occurs when the state agency Project Manager certifies, in writing, that Implementation has been completed by the Contractor at every individual facility. At that time, the Department will consider this SLA requirement to be fulfilled. | ||
| Data Source: | ||
| 1 | Contractor Implementation Plan | |
| 2 | Weekly Contractor Project Schedule Progress Reports | |
| 3 | Facility Reports | |
| 4 | Random Site Visits | |
| 5 | User acceptance testing | |
| 6 | State Agency Project Manager’s written certification that Final Acceptance has been completed. | |
| Methodology: | ||
| The state agency may review all data sources in the calculation of this SLA. | ||
| Acceptable Standard: | ||
| The Acceptable Standard is 100% compliance. | ||
| Amount for Failing to Meet Service Level Agreement: | ||
| For each facility where the Contractor has failed to comply, $1000 per business day per facility will be assessed. An additional $1000 per business day per facility will be assessed for every 24-hour period of non-compliance. | ||
| Prior to assessing any penalties, the state agency will advise the Contractor of the finding that is the basis for the assessment and will afford the Contractor the opportunity to review and respond to the SLA. The contractor may dispute the assessment or provide any extenuating circumstances that may explain or mitigate any failure to meet the SLA within five (5) business days. Extenuating circumstances will be reviewed by the state agency Program Manager before any Service Credits are assessed. Payment for penalties will be made within thirty (30) days to the Offender Canteen Fund. | ||
| Metric 4: Software Enhancement Request | ||
| Definition and Purpose | ||
| Within fourteen (14) days of Software Enhancement Request, the Contractor must present a Software Enhancement Request Plan to include a Software Enhancement Request Timeline detailing installation and full implementation of software enhancement. Software Enhancement shall be fully operational by a Go-Live Date approved by the state agency. | ||
| The approved Go-Live Date will be the deadline for the Contractor to complete Implementation at all facilities. | ||
| Final Acceptance occurs when the state agency Project Manager certifies, in writing, that Software Enhancement is completed and fully functional. At that time, the state agency will consider this SLA requirement to be fulfilled. | ||
| Data Source: | ||
| 1 | Contractor Software Enhancement Request Timeline | |
| 2 | Weekly Contractor Progress Reports | |
| 3 | Facility Records | |
| 4 | Random Site Visits | |
| 5 | User acceptance testing | |
| 6 | Project Manager’s written certification that Final Acceptance has been completed. | |
| Methodology: | ||
| The state agency may review all data sources in the calculation of this SLA. | ||
| Acceptable Standard: | ||
| The Acceptable Standard is 100% compliance. | ||
| Amount for Failing to Meet Service Level Agreement: | ||
| For each facility where the Contractor has failed to comply, $1000 per business day per facility will be assessed. An additional $1000 per business day per facility will be assessed for every 24-hour period of non-compliance. | ||
| Prior to assessing any penalties, the state agency will advise the Contractor of the finding that is the basis for the assessment and will afford the Contractor the opportunity to review and respond to the SLA. The contractor may dispute the assessment or provide any extenuating circumstances that may explain or mitigate any failure to meet the SLA within five (5) business days. Extenuating circumstances will be reviewed by the state agency Program Manager before any Service Credits are assessed. Payment for penalties will be made within thirty (30) days to the Offender Canteen Fund. | ||
| Metric 5: Attorney Client Privilege Calls | ||
| Definition and Purpose | ||
| The contractor shall not record any attorney client privilege calls that were designated by the state agency as being attorney client privilege calls. | ||
| Data Source: | ||
| 1 | SLA Reports | |
| 2 | Facility Reports | |
| 3 | Random Audits | |
| Methodology: | ||
| The state agency may review all data sources in the calculation of this SLA. | ||
| Acceptable Standard: | ||
| The Acceptable Standard is 100% compliance. | ||
| Amount for Failing to Meet Service Level Agreement: | ||
| Where the Contractor has failed to comply, $500 per recorded call. | ||
| Prior to assessing any penalties, the state agency will advise the Contractor of the finding that is the basis for the assessment and will afford the Contractor the opportunity to review and respond to the SLA. The contractor may dispute the assessment or provide any extenuating circumstances that may explain or mitigate any failure to meet the SLA within five (5) business days. Extenuating circumstances will be reviewed by the state agency Program Manager before any Service Credits are assessed. Payment for penalties will be made within thirty (30) days to the Offender Canteen Fund. | ||
| Metric 6: Network/Data Breach | ||
| Definition and Purpose | ||
| The contractor shall safeguard all network and agency/offender data to prevent a network or data breach and notify the state agency within four (4) hours of the discovery of breach. | ||
| Data Source: | ||
| 1 | Contractor Notification | |
| 2 | End User Reports | |
| Methodology: | ||
| The state agency may review all data sources in the calculation of this SLA. | ||
| Acceptable Standard: | ||
| The Acceptable Standard is 100% compliance. | ||
| Amount for Failing to Meet Service Level Agreement: | Where the contractor has failed to notify, $500 per instance. | |
| Breach of data occurrence, $25,000 per breach. | ||
| Prior to assessing any penalties, the state agency will advise the Contractor of the finding that is the basis for the assessment and will afford the Contractor the opportunity to review and respond to the SLA. The contractor may dispute the assessment or provide any extenuating circumstances that may explain or mitigate any failure to meet the SLA within five (5) business days. Extenuating circumstances will be reviewed by the state agency Program Manager before any Service Credits are assessed. Payment for penalties will be made within thirty (30) days to the Offender Canteen Fund. | ||
| Metric 7: Unauthorized Offender Internet or Applications Access | ||
| Definition and Purpose | ||
| The contractor shall ensure offenders do not gain access to the internet or any unauthorized applications. | ||
| Data Source: | ||
| 1 | Contractor Notification | |
| 2 | End User Reports | |
| 3 | Facility Reports | |
| 4 | Random Site Audits | |
| Methodology: | ||
| The state agency may review all data sources in the calculation of this SLA. | ||
| Acceptable Standard: | ||
| The Acceptable Standard is 100% compliance. | ||
| Amount for Failing to Meet Service Level Agreement: | ||
| Where the Contractor has failed to comply, $5000 per offender per instance. | ||
| Prior to assessing any penalties, the state agency will advise the Contractor of the finding that is the basis for the assessment and will afford the Contractor the opportunity to review and respond to the SLA. The contractor may dispute the assessment or provide any extenuating circumstances that may explain or mitigate any failure to meet the SLA within five (5) business days. Extenuating circumstances will be reviewed by the state agency Program Manager before any Service Credits are assessed. Payment for penalties will be made within thirty (30) days to the Offender Canteen Fund. | ||
| Metric 8: Unapproved Content or Applications | ||
| Definition and Purpose | ||
| The contractor shall not place any content or application on the tablets or any device provided by the contractor. The contractor shall not enable any service that have not been preapproved by the state agency. | ||
| Data Source: | ||
| 1 | Contractor Notification | |
| 2 | End User Reports | |
| 3 | Facility Reports | |
| 4 | Random Site Audits | |
| Methodology: | ||
| The state agency may review all data sources in the calculation of this SLA. | ||
| Acceptable Standard: | ||
| The Acceptable Standard is 100% compliance. | ||
| Amount for Failing to Meet Service Level Agreement: | ||
| Where the Contractor has failed to comply, $1000 per instance. | ||
| Prior to assessing any penalties, the state agency will advise the Contractor of the finding that is the basis for the assessment and will afford the Contractor the opportunity to review and respond to the SLA. The contractor may dispute the assessment or provide any extenuating circumstances that may explain or mitigate any failure to meet the SLA within five (5) business days. Extenuating circumstances will be reviewed by the state agency Program Manager before any Service Credits are assessed. Payment for penalties will be made within thirty (30) days to the Offender Canteen Fund. | ||
| Metric 9: Corrective Action Plan | ||
| Definition and Purpose | ||
| The contractor shall comply with the requirements identified in corrective action plans. | ||
| Data Source: | ||
| 1 | Contractor Notification | |
| 2 | End User Reports | |
| 3 | Facility Reports | |
| 4 | Random Site Audits | |
| Methodology: | ||
| The state agency may review all data sources in the calculation of this SLA. | ||
| Acceptable Standard: | ||
| The Acceptable Standard is 100% compliance. | ||
| Amount for Failing to Meet Service Level Agreement: | ||
| Where the Contractor has failed to comply with any corrective action plan, $10,000 for each failure. | ||
| Prior to assessing any penalties, the state agency will advise the Contractor of the finding that is the basis for the assessment and will afford the Contractor the opportunity to review and respond to the SLA. The contractor may dispute the assessment or provide any extenuating circumstances that may explain or mitigate any failure to meet the SLA within five (5) business days. Extenuating circumstances will be reviewed by the state agency Program Manager before any Service Credits are assessed. Payment for penalties will be made within thirty (30) days to the Offender Canteen Fund. |
Attachment 7 Service Level Agreement (SLA)
File details come from the government source that posted it. Updated .