Attachment C- Minimum Service Level Agreement ~1.xlsx
XLSX spreadsheet 12 KB Posted
- Attached to
- Veterans Benefit Mngmnt System DVA
- Solicitation number
- 27-448DOIT-APP44-B-53273
- Issued by
- Illinois
About this file
This is a Minimum Service Level Agreement attachment for the Illinois Department of Innovation and Technology on behalf of the Department of Veterans Affairs for the Veterans Benefit Management System. The document establishes service level requirements and performance standards that the vendor must maintain throughout the contract term. The agreement specifies measurable performance metrics across various service categories, including system availability, response times, incident resolution times, and other operational benchmarks designed to ensure reliable delivery of benefits management services to veterans.
The service level agreement outlines specific performance targets with defined consequences for non-compliance, including potential service credits or financial penalties when the vendor fails to meet established thresholds. The document details monitoring and reporting requirements, with metrics tracked on daily, monthly, and quarterly bases to ensure accountability. Performance standards are structured to address critical system functions necessary for uninterrupted veteran benefit processing and access, with particular emphasis on high-availability requirements and rapid incident response to minimize service disruptions.
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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
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