Attachment B- Minimum Service Level Agreement .xlsx
XLSX spreadsheet 12 KB Posted
- Attached to
- JPMC Internal Audit Software
- Solicitation number
- 27-448DOIT-APP44-B-53313
- Issued by
- Illinois
About this file
This is a Minimum Service Level Agreement (SLA) document for the Illinois Department of Innovation and Technology's Joint Purchase Master Contract for Internal Audit Software and related services. The agreement establishes nine service level requirements (SLRs) with corresponding performance targets, measurement methodologies, and penalties to ensure the contractor delivers and maintains a robust system that meets the state's operational and security needs.
The SLA covers critical performance metrics including system availability at 99.90% uptime with penalties of 2% of monthly fees for each 0.1% below target and an additional 10% penalty if uptime falls below 98%; average response time of 2 seconds with 1% monthly fee penalties per 0.5-second increment above the threshold; transaction completion at 95% within 3 seconds with 2% monthly fee penalties per percentage point below target; critical and high severity incident resolution within specified timeframes at 95% compliance with $500 per-incident penalties and 5% additional monthly fees if compliance drops below 90%; critical and high severity UAT defect resolution within specified timeframes at 95% compliance with similar penalty structures; security incident notification to DoIT within 1 hour at $1,000 per unreported incident; disaster recovery restoration with a Recovery Time Objective of less than 0.5 hours and zero data loss, assessed at $2,500 per hour beyond target and $5,000 per data loss occurrence; enhancement delivery on schedule with $250 daily penalties per day late and 5% additional monthly fees if delays exceed 10 business days; and project milestone deliverable timeliness with identical penalty structures as enhancements. All measurements are reported monthly and tracked against the approved project plan and deployment schedules established during the contract implementation phase.
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Text version
Sheet1
| ID | Service Level Requirement (SLR) Name | Service Level Requirement (SLR) Description/Objective | Target | Measurement Formula | Service Level Requirement (SLR) Reporting Period | Measurement of Non-Compliance | Penalty |
| S1 | Availability | The Application should be available to all users of the System | 99.90% | (# of minutes of uptime during the reporting period) / (Total planned uptime during the reporting period) | Monthly | Uptime percentage below the target | For each 0.1% below 99.9%, apply a service credit equal to 2% of monthly fees |
If uptime falls below 98%, apply an additional 10% penalty for that month S2 Performance - Average Response Time System performance should meet end-user expectations to deliver increased customer satisfaction and efficiency gains Average response time should be 2 seconds (response time from entering command to receiving result) (Sum of all transaction response time) / (Number of transactions) Monthly Time difference between measured average response time and 2 seconds If average response time exceeds 2 seconds by more than 0.5 seconds, 1% of monthly fees per 0.5-second increment
| S3 | Performance - Maximum Response Time | System performance should meet end-user expectations to deliver increased customer satisfaction and efficiency gains | 95% of transactions complete (response time from entering command to receiving result) in less than 3 seconds | (Transactions completed within required time) / (Total Transactions) | Monthly | Percentage of transactions below target | If less than 95% of transactions meet the 3-second threshold, 2% of monthly fees per percentage point below target |
| S4 | Critical and High Severity Incident Resolution Timeframe | Critical and High severity incidents should be addressed quickly to minimize the business impact of the incident (critical and high severity incidents are defined in the incident and defect priority tab) | 95% of critical and high severity incidents fixed within specified resolution times | (Number of critical and high severity incidents fixed within SLA Target) / (Total number of critical and high severity incidents) | Monthly | Per incident not fixed exceeding the resolution time by 20% | $500 per incident or defect not resolved within SLA timeframe |
If resolution compliance falls below 90%, apply additional 5% of monthly fees S5 Critical and High Severity UAT Defect Resolution Timeframe Critical and high UAT defects should be addressed quickly to minimize the impact of the defect on UAT timelines (critical and high severity UAT defects are defined in the incident and defect priority tab) 95% of critical and critical and high severity UAT defects are fixed within specified resolution times (Number of critical and high severity UAT defects fixed within SLA Target) / (Total number of critical and high severity UAT defects) Monthly Per defect not fixed exceeding the resolution time by 25% $500 per incident or defect not resolved within SLA timeframe
If resolution compliance falls below 90%, apply additional 5% of monthly fees
| S6 | Security Incidents Response Time | DoIT security point-of-contact should be notified of any security incidents as quickly as possible | All of notifications completed within 1 hours of identifying | |
| (all notifications should occur as soon as possible) | Number of incidents not reported within 1 hour | Monthly | Per incident not reported within 1 hour | $1,000 per incident not reported within 1 hour |
| S7 | Disaster Recovery Restoration Timelines | In case of a disaster and crisis situation that effects the availability of the service, the system has to be restored as rapidly as possible with minimal data loss. | The Recovery Time Objective (RTO) to be less than 0.5 hour, and the Recovery Point Objective (RPO) to be no data loss | |
| Actual time to restoring service from disaster declaration, and amount of data lost attributed to occurrence of disaster | Per disaster event occurrence | Minutes greater than target | $2,500 per hour beyond RTO target |
$5,000 per occurrence of data loss S8 Delivery of Enhancements To avoid scheduling issues and potential end-user issues, all enhancements should be completed in alignment with the proposed schedule Enhancements deployed into production on schedule (Date approved) - (Planned production deployment date (captured in the proposal)) Per enhancement DDI effort Per day the enhancement is deployed to production after the planned date $250 per day late per deliverable or enhancement
If delay exceeds 10 business days, apply additional 5% of monthly fees S9 DDI Deliverables Timeliness Delivery of project milestone deliverables according to the planned schedule is critical to the success of the AGR solution being deployed. Deliver key milestone deliverable according to agreed to schedule (Date deliverable received) - (Planned deliverable date (captured in the approved project plan)) Per milestone deliverable Per day the deliverable is submitted after the planned date $250 per day late per deliverable or enhancement
If delay exceeds 10 business days, apply additional 5% of monthly fees
File details come from the government source that posted it. Updated .