Attachment C-Service Level Agreements.xlsx
XLSX spreadsheet 2 MB Posted
- Attached to
- MyFloridaNet-3 Core Services - ITN
- Solicitation number
- ITN-12980
- Issued by
- Clay County, Leon County, Polk County, Florida
About this file
The document is a Service Level Agreements (SLA) attachment for the MyFloridaNet-3 (MFN-3) ITN No: DMS-24/25-260, involving the Florida Department of Management Services (DMS) and a Core Services Provider. The SLA details comprehensive performance requirements and financial consequences for a statewide network infrastructure, covering core network services, internet access, CPE (Customer Premises Equipment), VPN services, SD-WAN, and security services. The contract includes provisions for initial project activities, infrastructure setup, and a complete migration of all existing sites and services within 18 months of infrastructure acceptance, with specific milestones and penalties for non-compliance.
The SLAs establish rigorous performance targets with financial credits for various service disruptions, including network availability, latency, packet loss, equipment end-of-life management, and security incident response. Credits range from $25 to $10,000 per occurrence, with most capped at a percentage of the monthly recurring charge (MRC). Key performance metrics include core network availability within 60 seconds, internet access restoration within 60 seconds, and specific thresholds for latency (20ms), jitter (5ms), and packet loss (0.05%). The document also outlines detailed processes for service notifications, billing adjustments, and monthly SLA validation, emphasizing a comprehensive approach to maintaining high-quality, reliable network infrastructure for state agencies.
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Updated SLAs by Cat MyFloridaNet–2 ITN No: DMS-13/14-024 Attachment 3 - Service Level Agreements
| Comments Questions Updates | Engineering comments | Applicable Category | SLA Requirements | Performance Target | Financial Consequence for non-performance | SLA Details, Measurement and Performance Criteria | Service Applicability |
| Core Network Availability and Performance Degradation | |||||||
| Working with Matt on language for update based on DMS comments and discussion in working session with Matt. |
DMS requested all caps be removed throughout SLAs. We will remove caps, but need final decision. This could be an issue with the vendors. May be ok in Cat 1 because there are negotiations in ITN but could be an issue on Cat 2 since they are RFP and there are not negotiations. Left the caps in for now until final decision is made. Performance target to make 60sec and then increments of 15min with the financial conseq updated based on these increments.
Financial Consequence - remove credit based on per site. Instead have a lump sum credit based on the increments above. For example, >60sec-15 min $5000, >15-30min - $10,000, >30-45min-$15000, >45-60min-$20,000 increments, etc. For example, if Orlando is down, then total credit is $50,000. Define what is a core outage and how to determine the outage.
Not an SLA discussion but might be related. Please make this note in SOW so we remember to discuss. We can discuss during our SLA meeting. Discuss # core nodes of 4 as requirement instead of 10. For example, Tallahasee, Jax, Orlando, Miami. Single PE router at non-IAG complex. IAG dual PE router. Geo-diverse VLANs required. Discuss removing requirements of IDS for internal traffic which will result in removal of network tap (like gigamon). However, IDS functionality for Internet will still be required. Cat 1 Core Network Availability: the amount of time the core network is accessible to the customers. Outage restored within 60 seconds, with time increments of 1 hour Credit of $250 per impacted customer end-site if outage is greater than 60 seconds.
Credit is capped at 100% of customer end-site Monthly Recurring Charge (MRC) invoice per month. A full mesh of availability measurement tests will be performed. The intention of a meshed testing configuration is to require a monitoring implementation with measurement “paths” to be effective at monitoring all necessary performance characteristics. The mesh of devices to be monitored is dependent on the Contractor’s network design. Availability tests will be performed every 15 seconds. Each test will consist of five (5) 64-byte packets. Within each test, the loss of all five packets would indicate a test failure. Four (4) consecutive failed tests will trigger an alert in the alert monitoring system indicating an outage, which start the SLA clock.
An SLA violation occurs when the outage of any impacted customer site/connection/service is not restored or converged to an alternate infrastructure within the applicable performance target. The outage can be caused by any component within the core network which includes but is not limited to:
• Failure of a network module (hardware or software) in the core which interconnects the access network (layer 2 infrastructure)
• Misconfiguration of BGP peering or any other configuration error
• Poor engineering or design
• Line card failures
• Core transport facility (interconnection)
• Control plane
The SLA clock stops once the impacted customer end-site is no longer impacted.
The SLA clock start and stop times shall be validated part of the scrubbing process using a combination of tools such as the Contractor's NOC ticket and the logs from the alert monitoring system. For example, logs from the alert monitoring system will be reviewed part of the scrubbing process to validate the accurate start timestamps are noted in the Contractor's NOC ticket.
| Core Performance Degradation and Core Network Availability SLAs are stacked (assessed separately) with the exception of: If a specific entire core node location is subjected to the Core Network Availability SLA then the financial consequences for Core Performance Degradation SLA for that specific core node location shall not be assessed as well. However, other core node locations will be subjected to the Core Performance Degradation SLA requirement and financial consequences. | All services in the MFN-2 Contract | |
| Credit of $100 per impacted customer end-site for each 1 hour increment. |
Credit is capped at 100% of customer end-site MRC invoice per month.
Working with Matt to add language to for measurement to be based on an average, from working session Cat 1 Latency (performance degradation): the round-trip delay between the core devices Latency will be less than or equal to 20 ms round trip between core devices. Credit of $10,000 if performance degradation continues beyond 2 hours.
Credit applies for each 2 hour increment.
Credit is capped at $40,000 per month. A full mesh of latency, jitter, and packet loss measurement tests will be performed. The intention of a meshed testing configuration is to require a monitoring implementation with measurement “paths” to be effective at monitoring all necessary performance characteristics. The mesh of devices to be monitored is dependent on the Contractor’s network design. Performance degradation tests will be repeated every 5 minutes. Each test will consist of two hundred (200) 1,400-byte packets. Within each test, any packet outside the performance target range would indicate a test failure. Three (3) consecutive failed tests will trigger an alert in the alert monitoring system indicating performance degradation, which starts the SLA clock.
The performance target between core devices is the same regardless of the number of hops. For example, the performance target for latency applies regardless if there are two, three, or four hops between core devices.
An SLA violation occurs when the performance degradation is not corrected within the applicable performance target.
The SLA clock stops once the impacted customer end-site is no longer impacted.
The SLA clock start and stop times shall be validated part of the scrubbing process using a combination of tools such as the Contractor's NOC ticket and the logs from the alert monitoring system. For example, logs from the alert monitoring system will be reviewed part of the scrubbing process to validate the accurate start timestamps are noted in the Contractor's NOC ticket.
Core Performance Degradation and Core Network Availability SLAs are stacked (assessed separately) with the exception of: If a specific entire core node location is subjected to the Core Network Availability SLA then the financial consequences for Core Performance Degradation SLA for that specific core node location shall not be assessed as well. However, other core node locations will be subjected to the Core Performance Degradation SLA requirement and financial consequences.
| Cat 1 | Jitter (performance degradation): the delay variation in the time between packet arrivals between core devices | Jitter will be less than or equal to 5 ms round trip between core devices. | |
| Cat 1 | Packet Loss (performance degradation): the percentage of packets lost as data is traveling between the core devices | Packet loss will be less than or equal to 0.05% between core devices. | |
| Internet Access Availability and Performance Degradation | |||
| Cat 1 | Internet Access Availability: the amount of time Internet Access is accessible to the customers. | Outage restored within 60 seconds with time increments of 1 hour | Credit of $5,000 if outage is greater than 60 seconds. |
Credit of $50,000 if outage is greater than one hour.
Credit of $50,000 applies for each 1 hour increment.
Core Devise to Internet gateway: Availability tests shall be performed from the Core to Internet gateway. Availability tests will be performed every 15 seconds. Each test will consist of five (5) 64- byte packets. Within each test, the loss of all five packets would indicate a test failure. Four (4) consecutive failed tests will trigger an alert in the alert monitoring system indicating an outage, which starts the SLA clock.
Internet gateway to destinations on the Internet: Each Internet gateway probe in each Internet gateway complex will poll six (6) Internet Hosts once every sixty (60) seconds. The intention is to measure the Internet gateway’s ability to access the Internet. A poll is defined as “HTTP GET”. Loss of connectivity to all six (6) Internet Hosts from all Internet gateways specific to each VRF type would indicate a test failure. This test failure will trigger an alert in the alert monitoring system indicating an outage, which starts the SLA clock.
An SLA violation occurs when Internet access (“Core device to Internet gateway” or “Internet gateway to destinations on the Internet”) is not restored or converged to an alternate infrastructure within the applicable performance target. The outage can be caused by any component between the core device and the Internet gateway facility, or any device in the critical path to the Internet. This includes but is not limited to:
• Failure of any component between the core and the Internet gateway facility
• Configuration errors
• Poor engineering or design
• Line card failures
• Firewall devices and services
• Virus/Malware Signatures not updated
• Intrusion Detection System devices
• Domain Name Servers (DNS) failure
• Content filtering services
• Lack of default route
The SLA clock stops once the impacted customer end-site is no longer impacted.
The SLA clock start and stop times shall be validated part of the scrubbing process using a combination of tools such as the Contractor's NOC ticket and the logs from the alert monitoring system. For example, logs from the alert monitoring system will be reviewed part of the scrubbing process to validate the accurate start timestamps are noted in the Contractor's NOC ticket.
Internet Performance Degradation and Internet Access Availability SLAs are stacked (assessed separately) with the exception of: If the Internet Access Availability SLA is invoked then the Internet Access Performance SLA shall not apply to the same elements of the network that are down.
| In addition, this SLA does not apply in the event that the loss of internet access availability is determined, via the mitigation process, to be the result of a DDoS attack. In this event, the “Initiate Mitigation of DDoS Attack” SLA would apply. | All services in the MFN-2 Contract | ||||
| Cat 1 | Latency (performance degradation): the round-trip delay between the core device and the Internet gateway device. | Between the core device and the Internet gateway device, latency will be less than or equal to 20 ms round trip. | Credit of $10,000 if performance degradation continues beyond 2 hours. |
Credit applies for each 2 hour increment of time.
Credit is capped at $40,000 per month. A full mesh of latency, jitter and packet loss measurement tests will be performed. The intention of a meshed testing configuration is to require a monitoring implementation with measurement “paths” to be effective at monitoring all necessary performance characteristics. Performance degradation will be measured from a mesh of core probes to Internet gateway probes. Performance degradation tests will be repeated every 5 minutes. Each test will consist of two hundred (200) 1400 byte packets. Within each test, any packet outside the performance target range would indicate a test failure. Three (3) consecutive failed tests will trigger an alert in the alert monitoring system indicating performance degradation, which starts the SLA clock.
The performance target between the core devices and the Internet gateway devices is independent of the number of hops. For example the performance target for latency will apply even if there are two, three or four hops between the core devices and the Internet gateway devices.
An SLA violation occurs when the performance degradation is not corrected within the applicable performance target.
The SLA clock stops once the impacted customer end-site is no longer impacted.
The SLA clock start and stop times shall be validated part of the scrubbing process using a combination of tools such as the Contractor's NOC ticket and the logs from the alert monitoring system. For example, logs from the alert monitoring system will be reviewed part of the scrubbing process to validate the accurate start timestamps are noted in the Contractor's NOC ticket.
Internet Performance Degradation and Internet Access Availability SLAs are stacked (assessed separately) with the exception of: If the Internet Access Availability SLA is invoked then the Internet Access Performance SLA shall not apply to the same elements of the network that are down.
| Cat 1 | Jitter (performance degradation): the delay variation in the time between packet arrivals between the core device and the Internet gateway device. | Between the core device and the Internet gateway device, jitter will be less than or equal to 5 ms round trip. | ||
| Cat 1 | Packet Loss (performance degradation): the percentage of packets lost as data is traveling between the core device and the Internet gateway device. | Between the core device and the Internet gateway device, packet loss will be less than or equal to 0.05%. | ||
| Local Loop Access and CPE Availability and Performance Degradation | ||||
| New SLA for CPE provided by Cat 1 vendor | Cat 1 | CPE availability: the amount of time the CPE is accessible to the customer. | Outage restored within 4 hours, with time increments of 4 hours | Credit of $150 per impacted customer end-site if outage continues beyond 4 hours. |
Credit applies for each 4 hour increment.
Credit is capped at 200% of customer end-site MRC invoice per month.
CPE availability measurement test will be performed. The CPE will be polled every 5 minutes from the Contractor's network management system. One missed poll will indicate a test failure. One failure will trigger an alert in the alert monitoring system indicating an outage, which starts the SLA clock.
An SLA violation occurs when CPE outage is not restored within the applicable performance target.
The SLA clock stops once the impacted customer CPE at the end-site is no longer impacted.
The SLA clock start and stop times shall be validated part of the scrubbing process using a combination of tools such as the Contractor's NOC ticket and the logs from the alert monitoring system. Cat 1 vendor is responsible for determining from the CPE logs if the issue was caused by a CPE issue, power issue, or circuit issue,. For example, logs from the alert monitoring system will be reviewed part of the scrubbing process to validate the accurate start timestamps and outage cause are noted in the Cat 1 vendor's NOC ticket. Outages caused by circuit issues will be assessed SLA financial consequences under the Cat 2 circuit SLA.
New SLA for business class local loop outage Cat 2 Business class Local Loop Access availability: the amount of time the business class local loop access is accessible to the customer. Outage restored within 4 hours, with time increments of 4 hours Credit of $150 per impacted customer end-site if outage continues beyond 4 hours.
Credit applies for each 4 hour increment.
Credit is capped at 200% of customer end-site MRC invoice per month. Llocal loop access availability measurement test will be performed. The CPE will be polled every 5 minutes from the Cat 1 vendor's network management system. One missed poll will indicate a test failure. One failure will trigger an alert in the alert monitoring system indicating an outage, which starts the SLA clock.
An SLA violation occurs when outage is not restored within the applicable performance target.
The SLA clock stops once the impacted customer end-site is no longer impacted.
| The SLA clock start and stop times shall be validated part of the scrubbing process using a combination of tools such as the Cat 1 vendor's NOC ticket and the logs from the alert monitoring system. For Cat 1 vendor is responsible for determining from the CPE logs if the issue was caused by a CPE issue, power issue, or circuit issue. Example, logs from the alert monitoring system will be reviewed part of the scrubbing process to validate the accurate start timestamps are noted in the Cat 1 vendor's NOC ticket. Outages caused by CPE issues will be assessed SLA financial consequences under Cat 1 CPE SLA. | All services in the MFN-2 Contract | ||
| New SLA business class circuit degfredation SLA | Cat 2 | Latency (performance degradation): the round-trip delay from the CPE to the core device. |
Jitter (performance degradation): the delay variation in the time between packet arrivals between the CPE and the core device.
Packet Loss (performance degradation): the percentage of packets lost as data is traveling from the CPE to the core device. Latency will be less or equal to 40ms round trip.
Jitter will be less than or equal to 5 ms round trip.
Packet Loss will be less than or equal to 0.5% Credit of $150 per impacted customer end-site if performance degradation continues beyond 4 hours.
Credit applies for each 4 hour increment.
Credit is capped at 200% of customer end-site MRC invoice per month.
Latency, jitter, and packet loss SLAs are stacked (assessed separately) if it can be accurately determined they are based on unrelated causes. If there are separate assessments, the cap remains at 200% of the MRC. CPE latency, jitter and packet loss measurement tests will be performed. Measurements are between the loopback 0 interface on the CPE to the core device. Performance degradation will not trigger an SLA violation if the local loop access utilization is greater than or equal to 75%. Performance degradation tests will be repeated every 5 minutes. Each test will consist of one hundred (100) 52-byte packets (Reference CR 010). Within each test, any packet outside the performance target range would indicate a test failure. Three (3) consecutive failed tests will trigger an alert in the alert monitoring system indicating performance degradation, which starts the SLA clock.
An SLA violation occurs when the performance degradation is not corrected within the applicable performance target.
The SLA clock stops once the impacted customer end-site is no longer impacted.
The SLA clock start and stop times shall be validated part of the scrubbing process using a combination of tools such as the Cat 1 vendor's NOC ticket and the logs from the alert monitoring system. For example, logs from the alert monitoring system will be reviewed part of the scrubbing process to validate the accurate start timestamps are noted in the Contractor's NOC ticket.
New SLA for commodity class local loop connection outage. Uptime of 95% in 30 day month means up to 36 or so hours of outage total in month no penalty. Is 95% good? Cat 2 Commodity class Local Loop Access availability: the amount of time the commodity class local loop access is accessible to the customer.
Commodity class connection include LEO, broadband for SDWAN connected to Core or anyother connection method to the MFN-3 core netowrk that a vendor identifies as Commodity class instead of Business class 95% uptime during the month Credit of 1 month of service fees for any site connection that iis not up for 95% or more of the calendar month. CPE and local loop access availability measurement test will be performed. The CPE will be polled every 5 minutes from the Contractor's network management system. One missed poll will indicate a test failure. One failure will trigger an alert in the alert monitoring system indicating an outage, which starts the SLA clock.
An SLA violation occurs when total duration of the outages for the month falls below 95% uptime. Measured as ((Days in month x 24 x 60) - outage minutes in month) / (Days in month x 24 x 60) x 100 = Percentage of uptime.
Example:
30 day month with 3,000 minutees of downtime ((30 x 24 x 60) - 3000) / (30 x 24 x 60) x 100 = 93% uptime
| The SLA clock start and stop times shall be validated part of the scrubbing process using a combination of tools such as the Cat 1 vendor's NOC ticket and the logs from the alert monitoring system. For Cat 1 vendor is responsible for determining from the CPE logs if the issue was caused by a CPE issue, power issue, or circuit issue. Example, logs from the alert monitoring system will be reviewed part of the scrubbing process to validate the accurate start timestamps are noted in the Cat 1 vendor's NOC ticket. Outages caused by CPE issues will be assessed SLA financial consequences under Cat 1 CPE SLA. | All services in the MFN-2 Contract |
| Original Local Loop and CPE SLA to be removed |
CPE needs to be moved to Cat1 with SLA requirements needed.
Discuss P&E reqirements. Currently, the SLA clock stops where the customer is required to check Power and Equipment.
This is based on the discussion that Scott brought up related to offering HFC type of circuits. We did want to dictate any type of circuits or create any limitations. Any type of circuits proposed will be dictated by the performance SLAs. Local Loop Access and CPE availability: the amount of time the local loop access and/or CPE is accessible to the customer. Outage restored within 4 hours, with time increments of 4 hours Credit of $150 per impacted customer end-site if outage continues beyond 4 hours.
Credit applies for each 4 hour increment.
Credit is capped at 200% of customer end-site MRC invoice per month.
SEE 79C below for Amendment 7 SLA changes.
CR# 27
Updated Core-to-CPE Performance Monitoring no mention that I could see of reverting back to 40-byte packets, only 52-byte CPE and local loop access availability measurement test will be performed. The CPE will be polled every 5 minutes from the Contractor's network management system. One missed poll will indicate a test failure. One failure will trigger an alert in the alert monitoring system indicating an outage, which starts the SLA clock.
An SLA violation occurs when outage is not restored within the applicable performance target.
The SLA clock stops once the impacted customer end-site is no longer impacted.
The SLA clock start and stop times shall be validated part of the scrubbing process using a combination of tools such as the Contractor's NOC ticket and the logs from the alert monitoring system. For example, logs from the alert monitoring system will be reviewed part of the scrubbing process to validate the accurate start timestamps are noted in the Contractor's NOC ticket.
Does this section need to stay WAN Non-LEC Local Loop Access and CPE Availability and Performance Degradation (WAN Non-LEC SLA) tc={771D27AF-EDB7-4B1F-BAE8-E0B2CD0F9FA0}: [Threaded comment]
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Comment:
Will need some additional details here from DMS to help understand this better.
With the 2 Categories Core and Last mile can this be covered generically under last mile connection SLAs or does this still need called out separately? I am not sure it will apply now. Discuss if these three SLAs are even needed under MFN-3 if we specify the media/access type. Local Loop Access and CPE availability: the minimum amount of time the local loop access and/or CPE is fully accessible to the Customer (including Law Enforcement Agency Customers and Non Law Enforcement Customers). “Fully accessible” means the throughput of the circuit is at or better than the ordered bandwidth. On a monthly basis, WAN services will be maintained for each Customer end site at the minimum acceptable available level of 99.8%. A discount of 50% shall be applied to the impacted Customer end site’s monthly WAN access invoice.
There is no cap on these discounts. A discount of 50% shall be applied to the impacted Customer end site’s monthly WAN access invoice. There is no cap on these discounts. Beginning July 1, 2018, SLA violations shall be tracked by Contractor and reported to the Department in accordance with SOW sections 2.9.29 and 3.1.1.
A violation of this SLA occurs when the performance target is not met within a calendar month.
| Beginning May 1, 2019, when a violation of this SLA occurs, Contractor shall timely provide the discount to the impacted Customer’s monthly invoice. | Non-LEC last mile of connectivity utilized to provide all services in the MFN-2 Contract for WAN orders | |||
| Consistent Local Loop Access and CPE availability: the minimum amount of time the local loop access and/or CPE is accessible to the Customer (including Law Enforcement Agency Customers and Non Law Enforcement Customers). “Fully accessible” means the throughput of the circuit is at or better than the ordered bandwidth. | On a monthly basis, WAN services will be maintained for each Customer end site at the minimum acceptable available level of 99.8%. | Contractor shall, at no cost to the Customer, timely ensure the impacted Customer end site’s WAN services are fulfilled by either a LEC service provider or an end-to-end fiber-optic delivery model*, at the Contractor’s sole discretion, for the last mile of service. |
There is no cap on this SLA.
*Where a Customer end site is fulfilled by an end-to-end fiber-optic delivery model, Contractor shall, at no cost to the Customer, ensure the impacted Customer end site’s WAN services shall be fulfilled by a LEC service provider. Beginning July 1, 2018, SLA violations shall be tracked by Contractor and reported to the Department in accordance with SOW sections 2.9.29 and 3.1.1.
A violation of this SLA occurs where, within a six (6) month period, the minimum acceptable availability of 99.8% is not met for three (3) cumulative months.
| Beginning May 1, 2019, when a violation of this SLA has occurred, Contractor shall timely comply with the impacted Customer of record’s request in CSAB for WAN services fulfilled by either a LEC service provider or an end-to-end fiber-optic delivery model for the last mile of service in accordance with this SLA. To be deemed timely, Contractor’s compliance with this SLA shall be in accordance with the performance targets associated with either 1) the SLA for Operational IMAC – Type 1 or 2) the SLA for Facility Installation Date for orders that require Special Construction on an Individual Case Basis (“ICB”), whichever is applicable. | Non-LEC last mile of connectivity utilized to provide all services in the MFN-2 Contract for WAN orders | |||
| Local Loop Access and CPE availability: the minimum amount of time the local loop access and/or CPE is accessible to the Customer (including Law Enforcement Agency Customers and Non Law Enforcement Customers). | On a monthly basis, WAN services for each customer end site shall never fall below an available level of 99%. | Contractor shall, at no cost to the Customer, timely ensure the impacted Customer’s end site’s WAN services are fulfilled by either a LEC service provider or an end-to-end fiber-optic delivery model*, at the Contractor’s sole discretion for the last mile of service. |
There is no cap on this SLA.
*Where a Customer end site is fulfilled by an end-to-end fiber-optic delivery model, Contractor shall, at no cost to the Customer, ensure the impacted Customer end site’s WAN services shall be fulfilled by a LEC service provider. An SLA violation occurs where the availability falls below 99% within a month.
Beginning July 1, 2018, SLA violations shall be tracked by Contractor and reported to the Department in accordance with SOW sections 2.9.29 and 3.1.1.
A violation of this SLA occurs, where the minimum acceptable availability of 99.% is not met for one calendar month.
| Beginning May 1, 2019, when a violation of this SLA has occurred, Contractor shall timely comply with the impacted Customer of record’s request in CSAB for WAN services fulfilled by either a LEC service provider, or an end-to-end fiber-optic delivery model for the last mile of service in accordance with this SLA. To be deemed timely, Contractor’s compliance with this SLA shall be in accordance with the performance targets associated with either 1) the SLA for Operational IMAC – Type 1 or 2) the SLA for Facility Installation Date for orders that require Special Construction on an Individual Case Basis (“ICB”), whichever is applicable. | Non-LEC last mile of connectivity utilized to provide all services in the MFN-2 Contract for WAN orders | ||||
| Operational | |||||
| Cannot penalize for this anymore may need to say something like they need to bid if they want to provide service in certain timeframe. | |||||
| May want to use SLA language from another multi award RFP like the voice RFP? | Customer Service and CPMO should review | Cat 2 | Service Availability Check (Service Inquiry) - Check availability of fiber facilities from Contractor's facility (e.g. Central Office) to customer's premises | Complete within 10 calendar days | Credit of $100 per calendar day, for each customer end-site request not complete within the performance target. |
Credit is capped at 100% of customer end-site MRC invoice per month. This SLA is only applicable to new sites/connections/services installed under the MFN2 contract, not those sites/connections/services that are migrating from the current Contracts to MFN-2.
Service availability check for fiber local loop facilities will be completed by Contractor; this process takes place before DMS submits a service order to the Contractor.
An SLA violation occurs when the service availability check results are not completed and provided to DMS within the applicable performance target.
| The SLA clock starts with the official statement to the Contractor either through an email or the CSAB system. The SLA clock stops when the service availability check results have been completed and provided to DMS. The Contractor shall provide the results of the service availability check to DMS either through an email or the CSAB system. DMS, at its sole discretion, will select the method of delivery; either through email or CSAB system. | All services in the MFN-2 Contract | |||||
| recommendation - See SOW special construction requirements. Current site under migration will not incur any special construction. However, for any new sites, customer will be responsible for special constructions. The requirement of 12M can be removed throughout the SLA matirx and SOW. Need to be discussed with Customer service and CPMO. | Cat 2 | Facility Installation Date for orders that require Special Construction if bandwidth speed is greater than 12Mbps (Based on the Service Availability Check results) | Provide the number of calendar days to complete the service order with facility installation within 7 calendar days of the Service Availability Check results. | Credit of $100 per calendar day, for each request not complete within the performance target. |
Credit is capped at 200% of customer end-site MRC invoice per month.
SEE 87C below for Amendment 7 SLA changes.
CR# 7
Renewal/EOL Support SLA/Data Loss Credits/Functionality of NMS SLA/Operational IMAC SLA/CPE Price Adjustments/Palo Alto FW Discounts
1. EOL Support SLA deleted & does not eliminate contractor's responsibility for any other SLAs set forth in Attachment 3
2. Data Loss Credits
3. Functionality of NMS SLA replaced - outage or functionality restored within 4hr or $100 credit per hour uncapped.
4. Operational IMAC SLA replaced - 64kbps-T1 within 30 calendar days, T1-45Mbps within 90 days, >45Mbps within 90 days or $100 per calendar day, capped at 200% of MRC per month. This SLA is only applicable to new sites/connections/services installed under the MFN2 contract, not those sites/connections/services that are migrating from the current Contracts to MFN-2. The Contractor shall provide the number of calendar days to complete installation of the facility.
This SLA will only apply if the "Service Availability Check" SLA results indicate that special construction is required to build-out facilities. In addition, this SLA will only apply for bandwidth speeds greater than 12Mbps if special construction is required to build-out facilities. For bandwidth speeds 12Mbps and lower orders that require special construction, the Operational IMAC SLA (Type 1) will apply.
An SLA violation occurs when the Facility Installation Date is not provided by the Contractor to DMS within the applicable performance target.
The SLA clock starts once the results of the Service Availability Check are complete and provided to DMS. The SLA clock stops when the Facility Installation Date is provided to DMS. The Contractor shall provide the Facility Installation Date to DMS either through an email or the CSAB system. DMS, at its sole discretion, will select the method of delivery; either through email or the CSAB system.
With the last mile being multi award this should change to an SLA violation for X days beyond agreed upon turn up date not a set number of days based on bandwidth. Adjust bandwith under performance target accordingly. Cat 1 & 2 Operational Installation, Move, Add, Change (IMAC) - Type 1 (Service Order) Complete 64kbps to T1 service within 30 calendar days
Complete greater than T1 to 45Mbps service within 45 calendar days
Complete greater than 45Mbps service within 90 calendar days Credit of $100 per calendar day, for each customer end-site service order not complete within the applicable performance target.
Credit is capped at 200% of customer end-site MRC invoice per month.
SEE 87C below for Amendment 7 SLA changes.
CR# 7
Renewal/EOL Support SLA/Data Loss Credits/Functionality of NMS SLA/Operational IMAC SLA/CPE Price Adjustments/Palo Alto FW Discounts
1. EOL Support SLA deleted & does not eliminate contractor's responsibility for any other SLAs set forth in Attachment 3
2. Data Loss Credits
3. Functionality of NMS SLA replaced - outage or functionality restored within 4hr or $100 credit per hour uncapped.
4. Operational IMAC SLA replaced - 64kbps-T1 within 30 calendar days, T1-45Mbps within 90 days, >45Mbps within 90 days or $100 per calendar day, capped at 200% of MRC per month.
This Operational IMAC SLA is only applicable to new sites/connections/services installed under the MFN2 contract, not those sites/connections/services that are migrating from the current Contracts to MFN-2.
Disconnect of services is not considered an IMAC.
This Operational IMAC SLA (Type 1) will apply to all service orders with the exception of where special construction is required to build-out facilities for bandwidth speeds greater than 12Mbps. This Operational IMAC SLA (Type 1) will also apply if special construction is required to build-out facilities for bandwidth speeds 12Mbps and lower. If no special construction is required to build-out facilities, this Operational IMAC (Type 1) will apply to all bandwidth speeds.
An SLA violation occurs when the Operational IMAC is not completed within the applicable performance target.
The performance target timeframe includes the Contractor's responsibility to survey the site. As part of the site survey, the Contractor will evaluate the condition of the site in order for the site to be ready for services. The Contractor shall provide the results of the site survey to the customer and DMS including a list of corrective actions if any.
The SLA clock starts when the Contractor receives a complete and accurate service order from DMS. The SLA clock will not restart for any reason once the service order is submitted to the Contractor. However, the SLA clock will be suspended for any of the approved SLA hold time reasons listed in the "Performance Measures" section of the Statement of Work, section 3.
In the event the customer selects a service delivery date in CSAB that is later than the defined SLA completion date, this “customer preferred delivery date” shall become the effective SLA delivery date. (Reference CR 007)
The SLA clock start and stop timestamps will be reported in CSAB. CSAB system will be the book of record for timestamps and order issuance to the Contractor.
The SLA clock stops when all criteria have been met in the "Criteria for IMAC signoff and billing start" subsection of the "Miscellaneous Conditions" section of the Statement of Work, 2.21.24
This may need broken up. CPE is Cat 1 vendor. Which Cat vendor is responsible for demarc extensions? Who is responsible for CPE configurations I assume Cat 1 if they are providing CPE? Cat 1 & 2 Operational Installation, Move, Add, Change (IMAC) - Type 2 (Service Order)
- CPE upgrade on existing local loop access
- CPE module upgrade on existing CPE
Complete within 30 calendar days for bandwidth up to 100Mbps
Complete within 45 calendar days for bandwidth greater than 100Mbps
- Extension of the Demarcation on existing service within the same building
- Bandwidth upgrade/downgrade on existing local loop access. For example, if a customer has a 12 Mbps local loop access provisioned on a DS3 and a DS3 upgrade is needed to accomplish the upgrade
- Establishing optional features such QoS, Multicast, and Encryption on existing service that requires DMS service order.
Complete within 15 calendar days
Credit of $100 per calendar day, for each customer end-site service order not complete within the applicable performance target.
Credit is capped at 200% of customer end-site MRC invoice per month.
SEE 87C below for Amendment 7 SLA changes.
CR# 7
Renewal/EOL Support SLA/Data Loss Credits/Functionality of NMS SLA/Operational IMAC SLA/CPE Price Adjustments/Palo Alto FW Discounts
1. EOL Support SLA deleted & does not eliminate contractor's responsibility for any other SLAs set forth in Attachment 3
2. Data Loss Credits
3. Functionality of NMS SLA replaced - outage or functionality restored within 4hr or $100 credit per hour uncapped.
4. Operational IMAC SLA replaced - 64kbps-T1 within 30 calendar days, T1-45Mbps within 90 days, >45Mbps within 90 days or $100 per calendar day, capped at 200% of MRC per month. This Operational IMAC SLA is only applicable to new sites/connections/services installed under the MFN3 contract, not those sites/connections/services that are migrating from the current Contracts to MFN-3.
Disconnect of services is not considered an IMAC.
This group of simple Operational IMACs are initiated through the CSAB system, not the Contractor's NOC ticketing system. An ongoing list of Simple Operational Changes will be developed during the standing monthly operational meetings based on a historical sample of service order requests. However, below is an approved list of Simple Operational Changes that the Contractor will comply with:
1. CPE upgrade on existing local loop access
2. CPE module upgrade on existing CPE
3. Extension of the Demarcation on existing service within the same building
4. Bandwidth upgrade/downgrade on existing local loop access. For example, if a customer has a 12 Mbps local loop access provisioned on a DS3 and a DS3 upgrade is needed to accomplish the upgrade
5. Establishing optional features such QoS, Multicast, and Encryption on existing service that requires DMS service order.
An SLA violation occurs when a Simple Operational Change is not completed within the applicable performance target.
The SLA clock will start when the Contractor receives a complete and accurate service order from DMS. The SLA clock will not restart for any reason once the service order is submitted to the Contractor. However, the SLA clock will be suspended for any of the approved SLA hold time reasons listed in the "Performance Measures" section of the Statement of Work, section 3.
The SLA clock start and stop timestamps will be reported in CSAB. CSAB system will be the book of record for timestamps and order issuance to the Contractor.
In the event the customer selects a service delivery date in CSAB that is later than the defined SLA completion date, this “customer preferred delivery date” shall become the effective SLA delivery date. (Reference CR 007)
The SLA clock stops when all criteria have been met in the "Criteria for IMAC signoff and billing start" subsection of the "Miscellaneous Conditions" section of the Statement of Work 2.21.24.
Cat 1 Operational Installation, Move, Add, Change (IMAC) - Type 3: CPE Configuration Changes (Request via Contractor's NOC Ticketing System)
Complete simple changes in less than or equal to 2 hours (at the rate of up to 6 devices in a 2 hour window) Credit of $50 per hour per request up to six devices beyond the performance target.
Credit applies for each 1 hour increment.
Credit is capped at 200% of customer end-site MRC invoice per month.
SEE 87C below for Amendment 7 SLA changes.
CR# 7
Renewal/EOL Support SLA/Data Loss Credits/Functionality of NMS SLA/Operational IMAC SLA/CPE Price Adjustments/Palo Alto FW Discounts
1. EOL Support SLA deleted & does not eliminate contractor's responsibility for any other SLAs set forth in Attachment 3
2. Data Loss Credits
3. Functionality of NMS SLA replaced - outage or functionality restored within 4hr or $100 credit per hour uncapped.
4. Operational IMAC SLA replaced - 64kbps-T1 within 30 calendar days, T1-45Mbps within 90 days, >45Mbps within 90 days or $100 per calendar day, capped at 200% of MRC per month. An SLA violation occurs when the simple CPE configuration change is not completed within the performance target.
Simple CPE configuration changes will be reported in the Contractor's trouble ticketing system with the SLA clock start and stop time stamps.
The SLA clock will start when the trouble ticket is created within the Contractor's trouble ticketing system.
The SLA clock will stop when the changes are complete and the Contractor's NOC ticket is closed.
| In the event the customer selects a service delivery date in CSAB that is later than the defined SLA completion date, this “customer preferred delivery date” shall become the effective SLA delivery date. (Reference CR 007) | All services in the MFN-2 Contract | ||
| Cat 1 | Operational Installation, Move, Add, Change (IMAC) - Type 4: VPN Appliance (Service Order) |
Complete within 30 calendar days
Credit of $25 per calendar day, for each customer end-site service order not complete within the performance target.
Credit is capped at 100% of customer end-site MRC invoice per month.
SEE 87C below for Amendment 7 SLA changes.
Renewal/EOL Support SLA/Data Loss Credits/Functionality of NMS SLA/Operational IMAC SLA/CPE Price Adjustments/Palo Alto FW Discounts
1. EOL Support SLA deleted & does not eliminate contractor's responsibility for any other SLAs set forth in Attachment 3
2. Data Loss Credits
3. Functionality of NMS SLA replaced - outage or functionality restored within 4hr or $100 credit per hour uncapped.
4. Operational IMAC SLA replaced - 64kbps-T1 within 30 calendar days, T1-45Mbps within 90 days, >45Mbps within 90 days or $100 per calendar day, capped at 200% of MRC per month.
This Operational IMAC SLA is only applicable to new sites/connections/services installed under the MFN2 contract, not those sites/connections/services that are migrating from the current Contracts to MFN-2.
Disconnect of services is not considered an IMAC.
An SLA violation occurs when this Operational IMAC is not completed within the performance target.
The SLA clock starts when the Contractor receives a complete and accurate service work from DMS. The SLA clock will not restart if the Contractor rejects the service order. However, the SLA clock can be suspended for any of the approved SLA hold time reasons listed in the "Performance Measures" section of the Statement of Work, section 3.
The SLA clock start and stop timestamps will be reported in CSAB. CSAB system will be the book of record for timestamps and order issuance to the Contractor.
In the event the customer selects a service delivery date in CSAB that is later than the defined SLA completion date, this “customer preferred delivery date” shall become the effective SLA delivery date. (Reference CR 007)
The SLA clock stops when all criteria have been met in the "Criteria for IMAC signoff and billing start" subsection of the "Miscellaneous Conditions" section of the Statement of Work 2.21.24.
IMAC Type 4: Applies to contractor-provided VPN appliances. In addition, SLA applies to customer-Provided VPN appliance with contractor installation.
IMAC Type 5: Applies to only contractor-provided firewall equipment.
Cat 1 Operational Installation, Move, Add, Change (IMAC) - Type 5: Firewall (Service Order) Complete within 30 calendar days
Credit of $25 per calendar day, for each customer end-site service order not complete within the performance target.
Credit is capped at 100% of customer end-site MRC invoice per month.
SEE 87C below for Amendment 7 SLA changes.
Renewal/EOL Support SLA/Data Loss Credits/Functionality of NMS SLA/Operational IMAC SLA/CPE Price Adjustments/Palo Alto FW Discounts
1. EOL Support SLA deleted & does not eliminate contractor's responsibility for any other SLAs set forth in Attachment 3
2. Data Loss Credits
3. Functionality of NMS SLA replaced - outage or functionality restored within 4hr or $100 credit per hour uncapped.
4. Operational IMAC SLA replaced - 64kbps-T1 within 30 calendar days, T1-45Mbps within 90 days, >45Mbps within 90 days or $100 per calendar day, capped at 200% of MRC per month.
Adjust special construction bandwidth limitation of 12Mps per discussion/recommendation above. Cat 2 Operational Installation, Move, Add, Change (IMAC) – Type 6 (Service orders that require Special Construction for bandwidth speeds greater than 12Mbps.) Complete the service order within the number of calendar days specified in the results provided by the Contractor in response to the Facility Installation Date SLA requirement. Credit of $100 per calendar day, for each customer end-site service order not complete within the applicable performance target.
Credit is capped at 200% of customer end-site MRC invoice per month.
SEE 87C below for Amendment 7 SLA changes.
CR# 7
Renewal/EOL Support SLA/Data Loss Credits/Functionality of NMS SLA/Operational IMAC SLA/CPE Price Adjustments/Palo Alto FW Discounts
1. EOL Support SLA deleted & does not eliminate contractor's responsibility for any other SLAs set forth in Attachment 3
2. Data Loss Credits
3. Functionality of NMS SLA replaced - outage or functionality restored within 4hr or $100 credit per hour uncapped.
4. Operational IMAC SLA replaced - 64kbps-T1 within 30 calendar days, T1-45Mbps within 90 days, >45Mbps within 90 days or $100 per calendar day, capped at 200% of MRC per month. This Operational IMAC SLA is only applicable to new sites/connections/services installed under the MFN2 contract, not those sites/connections/services that are migrating from the current Contracts to MFN-2.
Disconnect of services is not considered an IMAC. This Operational IMAC SLA (Type 6) will apply for bandwidth speeds greater than 12Mbps if special construction is required to build-out facilities. For bandwidth speeds 12Mbps and lower that require special construction, the Operational IMAC SLA (Type 1) will apply.
An SLA violation occurs when this Operational IMAC is not completed within the performance target.
The SLA clock starts when the Contractor receives a complete and accurate service order from DMS. The SLA clock will not restart if the Contractor rejects the service order. However, the SLA clock can be suspended for any of the approved SLA hold time reasons listed in the Statement of Work, Section 3, Performance Measures.
The SLA clock start and stop timestamps will be reported in CSAB. CSAB system will be the book of record for timestamps and order issuance to the Contractor.
In the event the customer selects a service delivery date in CSAB that is later than the defined SLA completion date, this “customer preferred delivery date” shall become the effective SLA delivery date. (Reference CR 007)
The SLA clock stops when all criteria have been met in the Statement of Work, Section 2.21, Criteria for IMAC signoff and billing start" subsection 2.21.24.
Cat 1 & 2 Service Order Status Updates Provide status updates for all pending service orders at a minimum of bi-weekly (every other week) on Wednesday (by 5:00 PM ET.). Credit of $50 per calendar day beyond the performance target.
Credit is not capped. Status updates will be emailed to DMS using an email distribution list. The Contractor will provide detail status updates including the following:
1) Contractor will provide DMS the milestones associated with each service with milestones shown throughout the installation and service order process. Examples include but not limited to:
a) Order assigned to a group or moved between groups, b) Local loop access facilities assigned, c) Site visit made, d) Local loop facilities available, e) Special Construction needs assessment, f) CPE orders g) CPE configurations
2) If applicable, an explanation as to why the order can not be fulfilled by the agreed upon due date or an acknowledgment that the order is on target meeting the due date
An SLA violation occurs if DMS does not receive sufficient status updates within the performance target. Furthermore, an SLA violation occurs if the status update is provided with insufficient details.
Cat 1 CPE Equipment End-of-Life (EOL) Support:
- CPE such as routers, VPN appliances and firewalls. Upgrade and refresh CPE by EOL support date declared by the equipment manufacturer Credit of $50 per calendar day, for each CPE, not upgraded or refreshed before the performance target.
Credit is not capped. The Contractor is responsible to upgrade (refresh) equipment declared End-of-Life by the equipment manufacturer. This includes both the hardware and software EOL support. An SLA violation occurs if the Contractor does not upgrade (refresh) the equipment by the performance target.
The SLA requirement and financial consequences for hardware and software EOL support are distinct and will apply on a per incident basis for each customer end-site.
Discuss to include additional items under core such as NMS tools, SDWAN, switches, etc. Cat 1 Core Equipment End-of-Life (EOL) Support:
- Core equipment such as Core routers, Internet gateway, firewalls, DNS, SCR, and probes.
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