Attachment B.pdf

Attachment B: SERVICE LEVEL DEFINITIONS

A. Critical Service Levels This section sets forth qualitative descriptions of the Critical Service Levels. The numerical Required

Service Level, Service Default Level and their associated Service Credits are shown in Attachment A:

Service Level Matrix.

SERVICE LEVEL NAME Dial Tone SERVICE LEVEL TYPE Critical Service METRIC DESCRIPTION The Service Level for Dial Tone measures the availability of the VoIP service by site. The measure calculates the operational functionality of the system to deliver the service required for Users to access the VoIP platform and make calls. The Dial Tone services are considered as available only during minutes when the environment is fully functional (allowing for maintenance windows and emergency repairs approved by

DTO).

METRIC INCLUSIONS System availability with audible Dial Tone.

METRIC EXCLUSIONS Service Provider to Complete

HOURS OF MEASUREMENT 24

DAYS OF MEASUREMENT 30 (31)

REQUIRED SERVICE LEVEL 100.00%

ALGORITHM The Service Level calculation for “Dial Tone” is the sum of the actual minutes Dial Tone was available divided by the sum of the scheduled uptime minutes during the Measurement Window with the result expressed as a percentage to two (2) decimal places.

COLLECTION PROCESS Service Provider to Complete REPORTING TOOLS Service Provider to Complete

RAW DATA STORAGE

(ARCHIVES)

Data used to calculate the Service Level result for reporting will be stored in the DTO service management system and the applicable systems/tools and accessible to users through the Contractor Web Portal and include report drill-down functionality for a rolling 13 months. An additional 47 months of data will be archived and made available via the Contractor Web Portal upon request by DTO.

SERVICE DEFAULT TYPE Graduated Credit Levels based on Sliding Scale of Established Uptime Mileposts. % Credit owed is taken from Monthly Service Performance Pool.

METRIC REPORTING Monthly, Quarterly, Semi-Annually, Annually

SERVICE LEVEL NAME Call Completion

METRIC DESCRIPTION

The Service Level for Call Completion measures the availability of the VoIP service by site. The measure calculates the operational functionality of the system to deliver the required service when the User completes calls using the system. Calls are only considered complete when the service functions throughout the duration of the call. Call Completion service is considered available only during minutes when the environment is fully functional.

(allowing for maintenance windows and emergency repairs approved by

DTO).

METRIC INCLUSIONS and

DATA SOURCES

System available and functional. Measures Calls Dropped and System busies related to oversubscription or to service incidents within the Contractor’s control.

METRIC EXCLUSIONS Service Provider to Complete

HOURS OF MEASUREMENT 24 hours

DAYS OF MEASUREMENT 30(31)

REQUIRED SERVICE LEVEL 100%

ALGORITHM

The Service Level calculation for “Call Completion” is the sum of the actual minutes system was fully functional divided by the sum of the scheduled uptime minutes during the Measurement Window with the result expressed as a percentage to two (2) decimal places.

COLLECTION PROCESS Service Provider to Complete REPORTING TOOLS Service Provider to Complete

RAW DATA STORAGE

(ARCHIVES)

Data used to calculate the Service Level result for reporting will be stored in the DTO service management system and the applicable systems/tools and accessible to users through the Contractor Web Portal and include report drill-down functionality for a rolling 13 months. An additional 47 months of data will be archived and made available via the Contractor Web Portal upon request by DTO.

SYSTEM DEFAULT TYPE Graduated Credit Levels based on Sliding Scale of Established Uptime Mileposts. % Credit owed is taken from Monthly Service Performance Pool.

METRIC REPORTING Monthly, Quarterly, Semi Annually, Annually

SERVICE LEVEL NAME E911 Availability

METRIC DESCRIPTION

The Service Level for E911 Availability measures the availability of the VoIP service to successfully route calls to the appropriate Public Safety Answering Point (PSAP) for the Caller’s location. Additionally, E911 Availability means that the Contractor’s system provides the Caller’s Site Registered Location information to the appropriate PSAP, provided this is technically feasible given the Caller’s location. The measure calculates the operational functionality of the system in delivering both above functions. E911 Availability is considered to meet the service requirement only during minutes when the environment is fully functional. (allowing for maintenance windows and emergency repairs approved by DTO).

METRIC INCLUSIONS and

DATA SOURCES

System available and functional. Measures Calls Dropped and System busies related to oversubscription or to service incidents within the Contractor’s control.

METRIC EXCLUSIONS Service Provider to Complete

HOURS OF MEASUREMENT 24 hours

DAYS OF MEASUREMENT 30(31)

REQUIRED SERVICE LEVEL 100%

ALGORITHM

The Service Level calculation for “E911 Availability” is the sum of the actual minutes system was fully functional divided by the sum of the scheduled uptime minutes during the Measurement Window with the result expressed as a percentage to two (2) decimal places.

COLLECTION PROCESS Service Provider to Complete REPORTING TOOLS Service Provider to Complete

RAW DATA STORAGE

(ARCHIVES)

Data used to calculate the Service Level result for reporting will be stored in the DTO service management system and the applicable systems/tools and accessible to users through the Contractor Web Portal and include report drill-down functionality for a rolling 13 months. An additional 47 months of data will be archived and made available via the Contractor Web Portal upon request by DTO.

SYSTEM DEFAULT TYPE Graduated Credit Levels based on Sliding Scale of Established Uptime

SERVICE LEVEL NAME Service Redundancy

METRIC DESCRIPTION

The Service Level for Service Redundancy is applicable to the SIP Trunking requirement and to the core VoIP Platform service. The Service Level measures the effective failover of the primary service to the redundant provision which then continues to provide all of the required services and features of the primary service seamlessly to Users. The measure calculates the amount of time system redundancy was absent or failed to operate as required (allowing for maintenance windows and emergency repairs approved by

DTO).

METRIC INCLUSIONS and

DATA SOURCES

SIP Trunking services. Hosted VoIP Services, Hosted Contact Center, Hosted IVR.

METRIC EXCLUSIONS Service Provider to Complete

HOURS OF MEASUREMENT 24

DAYS OF MEASUREMENT 30 (31)

REQUIRED SERVICE LEVEL 100%

ALGORITHM

The Service Level calculation for “Service Redundancy” is the sum of the actual minutes the redundant system functioned fully divided by the sum of the scheduled uptime minutes during the Measurement Window with the result expressed as a percentage to two (2) decimal places.

COLLECTION PROCESS Service Provider to Complete REPORTING TOOLS Service Provider to Complete

RAW DATA STORAGE

(ARCHIVES)

Data used to calculate the Service Level result for reporting will be stored in the DTO service management system and the applicable systems/tools and accessible to users through the Contractor Web Portal and include report drill-down functionality for a rolling 13 months. An additional 47 months of data will be archived and made available via the Contractor Web Portal upon request by DTO.

SYSTEM DEFAULT TYPE Graduated Credit Levels based on Sliding Scale of Established Uptime

SERVICE LEVEL NAME Administrative Fee Reporting and Payment

METRIC DESCRIPTION

The Service Level for “Administrative Fee Reporting and Payment” is the on-time delivery of both the accurate amount of the monthly Administrative Fee collected by the Contractor for DTO, and the on-time payment of the fee to DTO. The Service Level for “Administrative Fee Reporting and Payment” is a trailing report such that the Administrative Fees related to Services delivered in a month are reported, collected, and delivered to DTO in the succeeding month within ten (10) days of the end of the billing cycle.

METRIC INCLUSIONS and

DATA SOURCES

1. Report of monthly Administrative Fees for each type of service delivered to each UGU.

2. Report of total monthly Administrative Fees for all services and UGUs.

3. On-time payment of Administrative Fees owed to DTO.

METRIC EXCLUSIONS Service Provider to Complete

HOURS OF MEASUREMENT 24

DAYS OF MEASUREMENT 30 (31)

REQUIRED SERVICE LEVEL 100%

ALGORITHM

The Report and Payment is due within ten (10) days of the end of the previous month’s billing cycle. The number of business days between that date and the date on which the Report and Payment is received is the sum of the days that the Report and Payment are late. The State’s business days are Monday through Friday from 8:30 a.m. to 5:00 p.m., excepting weekends and the State’s recognized holidays. If the Report and the Payment are not delivered on the same day, the later date is the completion date for purposes of computing the Service Default Level and Service Credit.

COLLECTION PROCESS Service Provider to Complete REPORTING TOOLS Service Provider to Complete

RAW DATA STORAGE

(ARCHIVES)

Data used to calculate the Service Level result for reporting will be stored in the DTO service management system and the applicable systems/tools and accessible to users through the Contractor Web Portal and include report drill-down functionality for a rolling 13 months. An additional 47 months of data will be archived and made available via the Contractor Web Portal upon request by DTO.

SYSTEM DEFAULT TYPE

Graduated system of credit based on a percentage of the monthly administrative per Service Default Milepost. See Attachment A: Service Level Matrix for the Milepost markers.

METRIC REPORTING Monthly.

B. Key Performance Measures

This section sets forth qualitative descriptions of the Key Performance Measures. The numerical Required Service Levels, Measurement Windows, and associated Service Credit Weights against the Monthly Service Performance Pool are shown in Attachment A: Service Level Matrix.

SERVICE LEVEL NAME Incident Resolution (P1)

SERVICE LEVEL TYPE Key Performance Measure

METRIC DESCRIPTION

The Service Level for “Incident Resolution (P1)” measures the time taken for the Contractor to respond and to resolve Priority One (P1) Service Disruption Tickets. The Contractor must respond to P1 tickets within thirty (30) minutes and must resolve them within four (4) hours. The P1 requirement for resolving a Service Disruption is considered fulfilled when service has been restored, not when the ticket is closed.

METRIC INCLUSIONS and

DATA SOURCES

METRIC EXCLUSIONS Service Provider to Complete

HOURS OF MEASUREMENT 24

DAYS OF MEASUREMENT 30 (31)

REQUIRED SERVICE LEVEL 99.95%

ALGORITHM

The Service Level is computed as the number of hours from time of the initial report of a Priority One (P1) Incident until the time when service has been restored. The Contractor must fulfill the requirement for service restoration within four (4) hours. If more than one (1) P1 occurs within a month, the Service Level must be met for each Service Disruption.

COLLECTION PROCESS Service Provider to Complete REPORTING TOOLS Service Provider to Complete

RAW DATA STORAGE

(ARCHIVES)

Data used to calculate the Service Level result for reporting will be stored in the DTO service management system and the applicable systems/tools and accessible to users through the Contractor Web Portal and include report drill-down functionality for a rolling 13 months. An additional 47 months of data will be archived and made available via the Contractor Web Portal upon request by DTO.

SYSTEM DEFAULT TYPE Service Credit Weight of 20% of the Monthly Service Performance Pool per incident.

SERVICE LEVEL NAME Service Response time

METRIC DESCRIPTION

The Service Level for “Service Response Time” tracks the Contractor’s time to respond to Incidents rated as Priority Two (P2) through Priority Five (P5) sent to them for the services provided. Actual Contractor time to respond must be within the applicable timeframe for the priority assigned to the Incident. The timer begins when the Service Request is sent to the Contractor by the DTO Service Desk or by the UGU’s service management process or when it is initiated by the Contractor. If an Incident or Service Request is escalated to a higher priority, the timer for response restarts upon the escalation and the response time Service Level for the higher priority becomes the Required Service Level.

METRIC INCLUSIONS and

DATA SOURCES

Includes all Priority 1-5 Incidents and Service Requests.

The applicable response times are as follows:

Priority 2 Incidents:

• Services < 8 hours

Priority 3 Incidents:

• 3 Business Days within Business Hours (25.5 hours)

Priority 4 Incidents:

• 4 Business Days within Business Hours (34 hours)

Priority 5 Incidents:

• 5 Business Days within Business Hours (42.5 hours)

METRIC EXCLUSIONS Service Provider to Complete

HOURS OF MEASUREMENT 24 hours (except where otherwise specified as a Business Day)

DAYS OF MEASUREMENT 30 (31)

REQUIRED SERVICE LEVEL 99.90%

ALGORITHM

The Service Level calculation for “Service Resolution Time (P2-P5) is the total number of P2-P5 Incidents assigned to the Contractor for which the Resolution time is less than or equal to the relevant resolution timeframe divided by the total number of Incidents assigned to Contractor within the Measurement Window regardless of whether those Incidents have been Resolved or remain Open.

Two conditions apply to the calculation.

1.) If an Incident is opened within the current Measurement Window, but its relevant resolution timeframe extends beyond the end of the current Measurement Window, then it is excluded from the current Measurement Window’s calculation (unless such Incident is actually Resolved in the current Measurement Window, in which case it is included in the current Measurement Window’s calculation) 2.) An open Incident that has exceeded the relevant resolution timeframe is also carried forward into subsequent Measurement Windows as a breach until Resolved; if it is resolved within thirty (30) days following its relevant resolution timeframe, it is excluded from the subsequent Measurement Window; otherwise, it is counted as failed to meet the resolution timeframes in each subsequent Measurement Window’s calculation until Resolved.

COLLECTION PROCESS Service Provider to Complete REPORTING TOOLS Service Provider to Complete

RAW DATA STORAGE

(ARCHIVES)

Data used to calculate the Service Level result for reporting will be stored in the DTO service management system and the applicable systems/tools and accessible to users through the Contractor Web Portal and include report drill-down functionality for a rolling 13 months. An additional 47 months of data will be archived and made available via the Contractor Web Portal upon request by DTO.

SYSTEM DEFAULT TYPE Service Credit Weight of 10% of the Monthly Service Performance Pool per

SERVICE LEVEL NAME Web Portal Availability

METRIC DESCRIPTION

The Service Level for “Web Portal Availability” measures the availability of the Contractor Web Portal. The measure is calculated as the sum of the actual uptime minutes of the service divided by the total of the required minutes that the Contractor Web Portal must be online. The Contractor Web Portal is considered available if DTO and/or UGU validated Users are able to log on and use the required features. The Contractor Web Portal is considered to meet the service requirement only during minutes when the environment is fully functional. (allowing for maintenance windows and emergency repairs approved by DTO).

METRIC INCLUSIONS and

DATA SOURCES

Authorized Users are able to log onto the Contractor Web Portal and all services set out in Section III sub-section 23 are functioning as prescribed.

METRIC EXCLUSIONS Service Provider to Complete

HOURS OF MEASUREMENT 24

DAYS OF MEASUREMENT 30 (31)

REQUIRED SERVICE LEVEL 99.90%

ALGORITHM

The Service Level calculation for “Contractor Web Portal” is the sum of the actual uptime minutes for the Contractor Web Portal divided by the sum of the scheduled uptime minutes for the Contractor Web Portal within the Measurement Window. The result will be expressed as a percentage to two (2) decimal places.

COLLECTION PROCESS Service Provider to Complete REPORTING TOOLS Service Provider to Complete

RAW DATA STORAGE

(ARCHIVES)

Data used to calculate the Service Level result for reporting will be stored in the DTO service management system and the applicable systems/tools and accessible to users through the Contractor Web Portal and include report drill-down functionality for a rolling 13 months. An additional 47 months of data will be archived and made available via the Contractor Web Portal upon request by DTO.

SYSTEM DEFAULT TYPE Service Credit Weight of 15% of the Monthly Service Performance Pool per

SERVICE LEVEL NAME Service Desk Availability

METRIC DESCRIPTION

The Service Level for “Service Desk Availability” measures the availability of the Contractor Service Desk. The measure is calculated as the sum of the actual uptime minutes of the service divided by the total of the required minutes that the Contractor Service Desk must be online. The Contractor Service Desk is considered available if DTO and/or UGU validated Users are able to place calls to the Contractor Service Desk and receive the necessary services. The Contractor Service Desk is considered to meet the service requirement only during minutes when the environment is fully functional.

(allowing for maintenance windows and emergency repairs approved by

DTO).

METRIC INCLUSIONS and

DATA SOURCES

Authorized Users are able to contact the Contractor Service Desk and all services set out in Section III sub-section 21.7 are functioning as prescribed.

METRIC EXCLUSIONS Service Provider to Complete

HOURS OF MEASUREMENT 24

DAYS OF MEASUREMENT 30 (31)

REQUIRED SERVICE LEVEL 99.90%

ALGORITHM

The Service Level calculation for “Contractor Web Portal” is the sum of the actual uptime minutes for the Contractor Web Portal divided by the sum of the scheduled uptime minutes for the Contractor Web Portal within the Measurement Window. The result will be expressed as a percentage to two (2) decimal places.

COLLECTION PROCESS Service Provider to Complete REPORTING TOOLS Service Provider to Complete

RAW DATA STORAGE

(ARCHIVES)

Data used to calculate the Service Level result for reporting will be stored in the DTO service management system and the applicable systems/tools and accessible to users through the Contractor Web Portal and include report drill-down functionality for a rolling 13 months. An additional 47 months of data will be archived and made available via the Contractor Web Portal upon request by DTO.

SYSTEM DEFAULT TYPE Service Credit Weight of 10% of the Monthly Service Performance Pool per

SERVICE LEVEL NAME Maintenance Change Management Conformance

METRIC DESCRIPTION

The “Maintenance Change Management Conformance” tracks the Contractor’s change management practice alignment to the Service Level Requirement. The measure is calculated as the sum of all changes the Contractor had scheduled and approved through the DTO Change Management process divided by the total number of changes made in the services environments during the Measurement Window. An approved repair or change must show as approved and executed as approved within the DTO Service Management Tool to be considered to meet the DTO Change Management Process requirement.

Emergency Repairs are excluded from this metric since they are covered by a Required Service Level specific to them.

Customers other than DTO and DTO Customers who do not have formal Change Management procedures are excluded from this Service Level Metric

METRIC INCLUSIONS and

DATA SOURCES

All non-Emergency maintenance and repairs made to the environment serving DTO and DTO customers during the Measurement Window. See Section III.

METRIC EXCLUSIONS Service Provider to Complete

HOURS OF MEASUREMENT 24

DAYS OF MEASUREMENT 30 (31)

REQUIRED SERVICE LEVEL 90.00%

ALGORITHM

The Service Level calculation for “Maintenance Change Management Conformance” is the sum of the actual number of non-emergency repairs and changes approved and scheduled through the DTO Change Management Process and executed as approved divided by the sum of all non-emergency repairs and changes the Contractor executed within the Measurement Window.

The result will be expressed as a percentage to two (2) decimal places.

COLLECTION PROCESS Service Provider to Complete REPORTING TOOLS Service Provider to Complete

RAW DATA STORAGE

(ARCHIVES)

Data used to calculate the Service Level result for reporting will be stored in the DTO service management system and the applicable systems/tools and accessible to users through the Contractor Web Portal and include report drill-down functionality for a rolling 13 months. An additional 47 months of data will be archived and made available via the Contractor Web Portal upon request by DTO.

SYSTEM DEFAULT TYPE Service Credit Weight of 5% of the Monthly Service Performance Pool per

SERVICE LEVEL NAME Emergency Repair Notification

METRIC DESCRIPTION

The “Emergency Repair Notification” tracks the Contractor’s notification to DTO of emergency repairs and changes as required. The measure is calculated as the sum of all emergency repairs where the Contractor notified DTO and/or the affected Customer as required divided by the total number of emergency repairs made in the services environments during the Measurement Window.

An Emergency Repair Notification must be logged as a ticket within the DTO Service Management Tool to be considered to meet the Emergency Repair Notification requirement. Standard repairs and changes are excluded from this metric since they are covered by a Required Service Level specific to them.

METRIC INCLUSIONS and

DATA SOURCES

All Emergency maintenance and repairs made to the environment serving DTO and DTO customers during the Measurement Window. See Section III, Sub-section 21.2ff.

METRIC EXCLUSIONS Service Provider to Complete

HOURS OF MEASUREMENT 24

DAYS OF MEASUREMENT 30 (31)

REQUIRED SERVICE LEVEL 90.00%

ALGORITHM

The Service Level calculation for “Emergency Repair Notification” is the sum of the actual number of emergency repairs and changes where the Contractor notified DTO and/or the DTO customer within the defined service notification window divided by the sum of all emergency repairs and changes the Contractor executed within the Measurement Window. The result will be expressed as a percentage to two (2) decimal places.

COLLECTION PROCESS Service Provider to Complete REPORTING TOOLS Service Provider to Complete

RAW DATA STORAGE

(ARCHIVES)

Data used to calculate the Service Level result for reporting will be stored in the DTO service management system and the applicable systems/tools and accessible to users through the Contractor Web Portal and include report drill-down functionality for a rolling 13 months. An additional 47 months of data will be archived and made available via the Contractor Web Portal upon request by DTO.

SYSTEM DEFAULT TYPE Service Credit Weight of 5% of the Monthly Service Performance Pool per

SERVICE LEVEL NAME Service Affecting Issue Notification

METRIC DESCRIPTION

The “Service Affecting Issue Notification” tracks the Contractor’s notification as required to DTO/Customer of existing issues that actually or potentially may affect service delivery. The measure is calculated as the sum of all service affecting issues where the Contractor notified DTO and/or the affected

Customer as required divided by the total number of service affecting issues that occurred during the Measurement Window. A Service Affecting Issue Notification must be logged as a ticket within the DTO Service Management Tool or have an email from the Contractor in the affected Customer’s point of contact email inbox or archive to be considered to meet the Service Affecting Issue Notification requirement. Service Affecting Issues are any condition that arises within a contracted service that degrades or disrupts the normal function of the service but does not result in a “service unavailable” state for the affected service. Service Affecting Issues occurring within approved maintenance windows and/or because of approved emergency repairs are excluded from this metric.

METRIC INCLUSIONS and

DATA SOURCES

All service affecting issues resulting from known conditions within the service environments occurring during the Measurement Window.

METRIC EXCLUSIONS Service Provider to Complete

HOURS OF MEASUREMENT 24

DAYS OF MEASUREMENT 30 (31)

REQUIRED SERVICE LEVEL 90.00%

ALGORITHM

The Service Level calculation for “Service Affecting Issue Notification” is the sum of the actual number of service affecting issues where the Contractor notified the affected customer within the defined service notification window divided by the sum of all service affecting issues occurring within the Measurement Window. The result will be expressed as a percentage to two (2) decimal places.

COLLECTION PROCESS Service Provider to Complete REPORTING TOOLS Service Provider to Complete

RAW DATA STORAGE

(ARCHIVES)

Data used to calculate the Service Level result for reporting will be stored in the DTO service management system and the applicable systems/tools and accessible to users through the Contractor Web Portal and include report drill-down functionality for a rolling 13 months. An additional 47 months of data will be archived and made available via the Contractor Web Portal upon request by DTO.

SYSTEM DEFAULT TYPE Service Credit Weight of 5% of the Monthly Service Performance Pool per

SERVICE LEVEL NAME Callback Queuing Hold Time Exceeded

METRIC DESCRIPTION

The Service Level calculation for “Callback Queuing Hold Time Exceeded” applies only to those Customers to whom the Contractor provides a Callback Queuing Service. For those Customers, The Callback Queuing system must maintain the caller’s place in the call queue when they activate the option for a call back. The system shall call them back when their place in the call queue is reached and an agent is available. With those two conditions met, the system shall call the original caller and connect them to an available agent in less than or equal to five (5) minutes after the callback has been answered by the caller.

METRIC INCLUSIONS and DATA SOURCES All system callbacks for Customer using Callback Queuing servicers.

Call Queue system logs of calls received, callback option activated, callbacks answered, abandoned calls on hold, and total hold time after callback for all calls.

METRIC EXCLUSIONS Service Provider to Complete

HOURS OF MEASUREMENT 24

DAYS OF MEASUREMENT 30 (31)

REQUIRED SERVICE LEVEL 99.90%

ALGORITHM

Total number of answered callbacks where the caller waited on hold less than or equal to five (5) minutes before being connected to an agent divided by the total number of callbacks answered during the Measurement Window.

COLLECTION PROCESS Service Provider to Complete REPORTING TOOLS Service Provider to Complete

RAW DATA STORAGE

(ARCHIVES)

Data used to calculate the Service Level result for reporting will be stored in the DTO/Customer service management system and the applicable systems/tools and accessible to users through the Contractor Web Portal and include report drill-down functionality for a rolling 13 months. An additional 47 months of data will be archived and made available via the Contractor Web Portal upon request by DTO.

SYSTEM DEFAULT TYPE Service Credit Weight of 5% of the Monthly Service Performance Pool per

SERVICE LEVEL NAME Unified Communications feature availability

METRIC DESCRIPTION

The Service Level for “Unified Communications Feature Availability” measures the availability of the Unified Communications features. The measure calculates the operational functionality of the system to deliver the integrated Unified Communications feature services as specified in the Contractor’s Statement of Work for the individual Customer using the features.

The Unified Communications features are considered as available only during minutes when the environment is fully functional (allowing for maintenance windows and approved emergency repairs as scheduled).

METRIC INCLUSIONS and DATA

SOURCES

Output of service monitoring for Unified Communications features availability.

METRIC EXCLUSIONS Service Provider to Complete

HOURS OF MEASUREMENT 24

DAYS OF MEASUREMENT 30 (31)

REQUIRED SERVICE LEVEL 99.90%

ALGORITHM

The measure is calculated as the sum of the actual uptime minutes of the individual features divided by the total of the required minutes that the Unified Communications features must be available.

COLLECTION PROCESS Service Provider to Complete REPORTING TOOLS Service Provider to Complete

RAW DATA STORAGE

(ARCHIVES)

Data used to calculate the Service Level result for reporting will be stored in the DTO/Customer service management system and the applicable systems/tools and accessible to users through the Contractor Web

Portal and include report drill-down functionality for a rolling 13 months. An additional 47 months of data will be archived and made available via the Contractor Web Portal upon request by DTO.

SYSTEM DEFAULT TYPE Service Credit Weight of 5% of the Monthly Service Performance Pool per

SERVICE LEVEL NAME Unified Messaging feature availability

METRIC DESCRIPTION

The Service Level for “Unified Messaging Feature Availability” measures the availability of the Unified Messaging features. The measure calculates the operational functionality of the system to deliver the integrated Unified Messaging feature services as specified in the Contractor’s Statement of Work for the individual Customer using the features. The Unified Messaging features are considered as available only during minutes when the environment is fully functional (allowing for maintenance windows and approved emergency repairs as scheduled).

METRIC INCLUSIONS and DATA SOURCES Output of service monitoring for Unified Messaging features availability.

METRIC EXCLUSIONS Service Provider to Complete

HOURS OF MEASUREMENT 24

DAYS OF MEASUREMENT 30 (31)

REQUIRED SERVICE LEVEL 99.90%

ALGORITHM

The measure is calculated as the sum of the actual uptime minutes of the individual features divided by the total of the required minutes that the Unified Messaging features must be available.

COLLECTION PROCESS Service Provider to Complete REPORTING TOOLS Service Provider to Complete

RAW DATA STORAGE

(ARCHIVES)

Data used to calculate the Service Level result for reporting will be stored in the DTO/Customer service management system and the applicable systems/tools and accessible to users through the Contractor Web Portal and include report drill-down functionality for a rolling 13 months. An additional 47 months of data will be archived and made available via the Contractor Web Portal upon request by DTO.

SYSTEM DEFAULT TYPE Service Credit Weight of 5% of the Monthly Service Performance Pool per

SERVICE LEVEL NAME Moves, Adds, Changes, Deletes Service Delivery Targets Met

METRIC DESCRIPTION

The Service Level for “Moves, Adds, Changes, Deletes Service Delivery Targets Met” tracks the Contractor’s schedule conformity to the Service Level Requirement for approved MACD actions within the environments. Qualifying events include project related activities as well as daily operational tasks. Daily operational tasks involving MACD require approval through the DTO formal change management process as prerequisite of Service Level fulfillment. A MACD repair or change must show as executed within its approved scheduled windows within the DTO Service Management Tool to be considered to meet the requirement. Emergency Repairs are excluded from this metric since they are covered by a Required Service Level specific to them.

For purposes of clarity, daily operational tasks involving MACD that require approval through the DTO formal change management process that are not approved through that process are counted as a Service Default in Maintenance Change Management Conformity Service Level and are thus excluded from the MACD Service Delivery Targets Met Service Level since the former is a prerequisite for being counted in the latter. This exclusion prevents a “double jeopardy” situation.

Customers other than DTO and DTO Customers who do not have formal Change Management procedures are excluded from this Service Level Metric.

METRIC INCLUSIONS and

DATA SOURCES

All MACD made in the environments serving DTO and DTO customers during the Measurement Window as laid out in the Service Administration Requirements sections in each of the three service lots in Section III.

METRIC EXCLUSIONS Service Provider to Complete

HOURS OF MEASUREMENT 24

DAYS OF MEASUREMENT 30 (31)

REQUIRED SERVICE LEVEL 90.00%

ALGORITHM

The Service Level calculation for “Moves, Adds, Changes, Deletes Service Delivery Targets Met” is the sum of the actual number of MACDs executed as approved and scheduled through the DTO/Customer Change Management Process divided by the sum of all MACDs the Contractor executed within the Measurement Window. The result will be expressed as a percentage to two (2) decimal places.

COLLECTION PROCESS Service Provider to Complete REPORTING TOOLS Service Provider to Complete

RAW DATA STORAGE

(ARCHIVES)

Data used to calculate the Service Level result for reporting will be stored in the DTO/Customer service management system and the applicable systems/tools and accessible to users through the Contractor Web Portal and include report drill-down functionality for a rolling 13 months. An additional 47 months of data will be archived and made available via the Contractor Web Portal upon request by DTO.

SYSTEM DEFAULT TYPE Service Credit Weight of 5% of the Monthly Service Performance Pool per

SERVICE LEVEL NAME Contact Center Core Feature Availability

METRIC DESCRIPTION

The Service Level for “Contact Center Core Feature Availability” measures the availability of the Hosted Contact Center Core features. The measure calculates the operational functionality of the system to deliver the integrated feature services as specified in the Section III, Lot 2-Hosted Contact Center.

The Contact Center Core Features are considered as available only during minutes when the environment is fully functional (allowing for maintenance windows and approved emergency repairs as scheduled).

METRIC INCLUSIONS and DATA

SOURCES

System functioning as described in Section III, Lot 2-Hosted Call Center, Subsection 1.12, 1.14, 1.15, 1.16; Sub-section 2, Sub-section 3, Sub-section 4, and Sub-section 5.

METRIC EXCLUSIONS Service Provider to Complete

HOURS OF MEASUREMENT 24

DAYS OF MEASUREMENT 30 (31)

REQUIRED SERVICE LEVEL 99.90%

ALGORITHM

The measure is calculated as the sum of the actual uptime minutes of the individual features divided by the total of the required minutes that the Contact Center Core Features must be available.

COLLECTION PROCESS Service Provider to Complete REPORTING TOOLS Service Provider to Complete

RAW DATA STORAGE

(ARCHIVES)

Data used to calculate the Service Level result for reporting will be stored in the DTO/Customer service management system and the applicable systems/tools and accessible to users through the Contractor Web Portal and include report drill-down functionality for a rolling 13 months. An additional 47 months of data will be archived and made available via the Contractor Web Portal upon request by DTO.

SYSTEM DEFAULT TYPE Service Credit Weight of 5% of the Monthly Service Performance Pool per

SERVICE LEVEL NAME Contractor Assigned Personnel Resource Availability

METRIC DESCRIPTION

The Service Level for “Contractor Assigned Resources Availability” measures the availability of the dedicated, named personnel resources assigned to the State by the Contractor specified in Section III. The measure calculates the success rate the State enjoys in reaching the Contractor-assigned personnel and obtaining support from them during the required time windows.

State resources attempting to contact the Contractor using voice channels must leave a voicemail or send a text or an email to the Contractor-assigned resource if their call is unanswered.

When State resources contact Contractor resources using voicemail, text, or email, Contractor-assigned personnel must respond within one (1) hour of receiving the message except in cases where a P1 event has been identified and is occurring. In the case of an active P1 event, Contractor-assigned personnel must respond to State-initiated contact within fifteen (15) minutes. During an active P1 event each fifteen (15) minute window counts as an hour for purposes of counting Contractor resource availability.

Contractor responses within the designated time windows counts as the Contractor-assigned personnel being available. The Contractor Assigned Resources are considered as unavailable if they fail to respond during the required time window.

For purposes of clarity, if the Contractor assigned resource fails to respond within the required one (1) hour time window, that hour counts as an hour of unavailability for purposes of the Service Credit calculation. If the Contractor fails to respond during an active P1 event within the required fifteen (15) minute time window, this will count as a one (1) hour unavailability for purposes of the Service Credit calculation. Each additional fifteen (15) minute time period that passes during an active P1 event without Contractor response will count as an additional hour of unavailability until such time as the Contractor assigned resource does respond.

The Contractor’s Service Desk Availability is excluded from this metric.

METRIC INCLUSIONS and DATA

SOURCES

The dedicated Account Management Director or his/her designee shall be available 7x24x365 to DTO.

The dedicated Lead Engineering Director or his/her designee shall be available 7x24x365 to DTO.

The dedicated Service Delivery Directory or his/her designee shall be available 7x24x365 to DTO.

The dedicated Security Directory or his/her designee shall be available 7x24x365 to DTO.

The dedicated Business Office Director or his/her designee shall be available to DTO Monday through Friday during the State’s normal business hours, excepting holidays, nights, and weekends.

Customer dedicated Account Manager or his/her designee shall be available 7x24x365 to their assigned customers.

Customer dedicated Lead Engineer or his/her designee shall be available 7x24x365 to their assigned customers.

METRIC EXCLUSIONS Service Provider to Complete

HOURS OF MEASUREMENT 24

DAYS OF MEASUREMENT 30 (31)

REQUIRED SERVICE LEVEL 99.00%

ALGORITHM

The measure is calculated as the difference of the actual hours State personnel were unable to contact the required resource subtracted from the required hours of availability divided by the total of the required hours of availability that the Contractor named resource must be available.

COLLECTION PROCESS Service Provider to Complete REPORTING TOOLS Service Provider to Complete

RAW DATA STORAGE

(ARCHIVES)

Data used to calculate the Service Level result for reporting will be stored in the DTO/Customer service management system and the applicable systems/tools and accessible to users through the Contractor Web Portal and include report drill-down functionality for a rolling 13 months. An additional 47 months of data will be archived and made available via the Contractor Web Portal upon request by DTO.

SYSTEM DEFAULT TYPE Service Credit Weight of 5% of the Monthly Service Performance Pool per

C. Annual and/or Event-based Critical Services and Performance Measures

This section sets forth qualitative descriptions of the items which will occur less frequently, but they will be significant service performance markers when they are due. These items either occur on an annual cycle or they are tied to specific events. The numerical Required Service Levels, Measurement Windows, and associated Service Credit are shown in Attachment A: Service Level Matrix. Please note that the Service Credits for a Service Default on any of the items below have set credits and they are not calculated against the Monthly Service Performance Pool.

SERVICE LEVEL NAME Disaster Recovery Plan Review

SERVICE LEVEL TYPE Annual Critical Service

METRIC DESCRIPTION

The Service Level for “Disaster Recovery Plan Review” tracks the Contractor’s provision of a Disaster Recovery Plan for the Customer Services as described in Section III. The Contractor is responsible to provide a comprehensive disaster recovery plan for the solutions it provides to each customer. The Contractor is further responsible to review Customer plans with each customer annually at a minimum. This metric requires both conditions to be met. The disaster recovery plan metric will be first calculated on the first anniversary date of the Commencement Date on which services began for the Customer under review. In each succeeding contract year, the review must occur no later than the anniversary date of the plan’s creation. The Disaster Recovery Plan review window opens thirty (30) days prior to the anniversary date of the plan’s creation.

METRIC INCLUSIONS and DATA

SOURCES

All systems and services the Contractor provides to the Customer must be covered by the disaster recovery plans.

METRIC EXCLUSIONS Service Provider to Complete

HOURS OF MEASUREMENT N/A

DAYS OF MEASUREMENT Annual

REQUIRED SERVICE LEVEL 100.00%

ALGORITHM If the Disaster Recovery Plan does not exist or has not been reviewed by the time the review window closes, the Service Credit is due.

COLLECTION PROCESS Service Provider to Complete REPORTING TOOLS Service Provider to Complete

RAW DATA STORAGE

(ARCHIVES)

Data used to calculate the Service Level result for reporting will be stored in the DTO/Customer service management system and the applicable systems/tools and accessible to users through the Contractor Web Portal and include report drill-down functionality for a rolling 13 months. An additional 47 months of data will be archived and made available via the Contractor Web Portal upon request by DTO.

SYSTEM DEFAULT TYPE

Service Credit equal to $1,000.00 dollars per month after the missed anniversary date if no plan exists.

Service Credit equal to $500.00 dollars per month after the missed anniversary date until the review takes place.

METRIC REPORTING Annually

SERVICE LEVEL NAME Security Compliance

SERVICE LEVEL TYPE Annual Critical Service

METRIC DESCRIPTION

The Service Level for “Security Compliance” measures the Contractor’s services for compliance to the Customer’s security requirements. Many state agencies possess data sets that fall under state, Federal, and/or industry security compliance requirements. Based upon the Customer’s required security standards and controls, the Contractor’s hosted hardware, software, and/or services will undergo an annual assessment for the hosting environment/s and services utilized by the Customer. In some cases, these assessments may be conducted by third party audit and assessment teams to include Federal and/or law enforcement resources.

METRIC INCLUSIONS and DATA SOURCES Contractor hosted hardware, software, and services provided to the Customer.

METRIC EXCLUSIONS Service Provider to Complete

HOURS OF MEASUREMENT 24

DAYS OF MEASUREMENT 365 (366)

REQUIRED SERVICE LEVEL 100.00%

ALGORITHM

Highest Level of Severity Findings=0.

Any findings in this category must be closed within thirty (30) days of notification of the finding to avoid a Service Level Default.

Second Highest Level of Severity Findings=0.

Any findings in this category must be closed within sixty (60) days of notification of the finding to avoid a Service Level Default.

Moderate Level of Severity Findings<=10.

Any findings in this category must be closed within ninety (90) days of notification of the finding to avoid a Service Level Default.

*Level of severity is determined by the security framework and/or by the audit/assessment team. The Contractor will never determine the severity level of any findings.

COLLECTION PROCESS Service Provider to Complete REPORTING TOOLS Service Provider to Complete

RAW DATA STORAGE

(ARCHIVES)

Data used to calculate the Service Level result for reporting will be stored in the DTO/Customer service management system and the applicable systems/tools and accessible to users through the Contractor Web Portal and include report drill-down functionality for a rolling 13 months. An additional 47 months of data will be archived and made available via the Contractor Web Portal upon request by DTO.

SYSTEM DEFAULT TYPE

Highest Level of Severity Finding=$2,000.00 credit per open finding monthly until closed.

Second Highest Level of Severity Finding=$1,000.00 credit per open finding monthly until closed.

Moderate Level of Severity Finding=$750.00 credit per open finding per month when the total of Moderate Findings is greater than ten (10) until the number of Moderate Findings is reduced below the allowed threshold.

METRIC REPORTING Annually for the overall assessment. Monthly for any findings until they are closed.

SERVICE LEVEL NAME Root Cause Analysis Report

SERVICE LEVEL TYPE Event-based Critical Service

METRIC DESCRIPTION

The Service Level for “Root Cause Analysis Report” tracks the Contractor’s conformance to the requirement to provide a detailed Root Cause Analysis Report for all emergency events and major outages. See Section III Sub-section 21.3.9 for the required details that must be included in the Root Cause Analysis Report. The “Root Cause Analysis Report” Service Level is considered met when the report has been delivered to the DTO/Customer point of contact within two (2) business days. The timer for the delivery begins when the service has been restored and verified as fully operational by DTO/Customer. The timestamp on the associated service ticket in the DTO/Customer service management system will mark the time when DTO/Customer verified normal operation of the service.

METRIC INCLUSIONS and DATA SOURCES All/Any hosted services that experience an emergency event or major outage.

METRIC EXCLUSIONS Service Provider to Complete

HOURS OF MEASUREMENT 24

DAYS OF MEASUREMENT Begins with timestamp on closed service ticket and continues until the Root Cause Analysis Report has been delivered and accepted by DTO/Customer.

REQUIRED SERVICE LEVEL 90.00%

ALGORITHM

The Root Cause Analysis Report must be delivered to the DTO/Customer point of contact within two (2) business days from the time shown in the timestamp documenting when the service ticket in the DTO/Customer service management system was closed. Email submission is acceptable, in which case, the timestamp showing when the email was received by the DTO/Customer’s email inbox will mark the time of receipt.

COLLECTION PROCESS Service Provider to Complete REPORTING TOOLS Service Provider to Complete

RAW DATA STORAGE

(ARCHIVES)

Data used to calculate the Service Level result for reporting will be stored in the DTO/Customer service management system and the applicable systems/tools and accessible to users through the Contractor Web Portal and include report drill-down functionality for a rolling 13 months. An additional 47 months of data will be archived and made available via the Contractor Web Portal upon request by DTO.

SYSTEM DEFAULT TYPE

A service credit of $100.00 per day per required outstanding report will be assessed for every day the Root Cause Analysis Report is past due. The sum of all service credits will be applied to the monthly invoice for the month in which the emergency event or major outage occurred. If the due date for the report falls into the month following the month of the event, then any Service Credits will be due in the month immediately succeeding the month in which the event occurred. The Service Credit will be cumulative and will be credited monthly until the Root Cause Analysis Report is delivered and accepted.

METRIC REPORTING Monthly if any Root Cause Analysis Reports are due. N/A if none are due.

SERVICE LEVEL NAME Disaster Recovery: Customer Recovery Time Objective

SERVICE LEVEL TYPE Event-based

METRIC DESCRIPTION

The Service Level for “Disaster Recovery Customer RTO” measures the Contractor’s conformance to the requirement to recover the DTO/Customer’s hosted environment and associated services at a point in time equal to or less than the time established by the Customer in the Disaster Recovery Plan.

METRIC INCLUSIONS and DATA

SOURCES

Hosted environments and their associated services, including those provided through third parties.

METRIC EXCLUSIONS Service Provider to Complete

HOURS OF MEASUREMENT 24

DAYS OF MEASUREMENT Begins at time of event and continues until recovery is completed

REQUIRED SERVICE LEVEL 90.00%

ALGORITHM

The Customer’s Recovery Time Objective is documented in the Disaster Recovery Plan Contractor is required to create and maintain for each Customer. The timer begins when a disaster is declared and runs until the affected Customer’s environment has been recovered. Timestamps on the service tickets in the DTO/Customer service management system documenting when the ticket was closed will establish the time at which the recovery was completed, and the affected Customer accepted return of service.

COLLECTION PROCESS Service Provider to Complete REPORTING TOOLS Service Provider to Complete

RAW DATA STORAGE

(ARCHIVES)

Data used to calculate the Service Level result for reporting will be stored in the DTO/Customer service management system and the applicable systems/tools and accessible to users through the Contractor Web Portal and include report drill-down functionality for a rolling 13 months. An additional 47 months of data will be archived and made available via the Contractor Web Portal upon request by DTO.

SYSTEM DEFAULT TYPE

A Service Credit of $250.00 per hour will be assessed against the Contractor for every hour beyond the time window set for the Customer’s Recovery Time Objective. The sum of all service credits will be applied to the monthly invoice for the month in which the disaster occurred.