Attachment D - DLA Service level Agreements.pdf

Attachment D: DLA Service Level Agreements ERP Cloud Hosting and Subscription Licenses with Managed Services

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Source Selection Information See FAR 2.101 & 3.104

1.0 Purpose

This Service Level Agreement (SLA) defines the performance standards, metrics, and responsibilities for the Managed Services ("the Services") provided by the Contractor to the Defense Logistics Agency ("DLA" or "the Government"). This document establishes the minimum acceptable levels of service and outlines the framework for performance measurement.

2.0 Definitions

2.1. Service Request: A formal request submitted by the Government to the Contractor for a change, information, or access. This includes but is not limited to items categorized as tickets, change requests, or work orders. A Service Request is distinct from an Incident.

2.2. Incident: An unplanned interruption to a service or a reduction in the quality of a service that impacts system operations. An Incident requires immediate action to restore normal service operation as quickly as possible.

2.3. Business Day: Any day from Monday through Friday, excluding U.S. Federal holidays.

2.4. Response Time: The elapsed time between the Government's submission of a Service Request or Incident and the Contractor's formal acknowledgement and initiation of diagnostic or resolution activities.

2.5. Initial Resolution: The implementation of a workaround or preliminary fix that restores the functionality of the impacted system or component to an operational state for the user. The root cause of the issue may not yet be fully addressed.

2.6. Final Resolution: The implementation of a permanent solution that fully addresses the root cause of the issue, closes the corresponding Service Request or Incident, and is verified as resolved by the Government.

2.7. Uptime: The percentage of time during a measurement period that a system or service is fully operational and accessible to end-users.

2.8. Scheduled Downtime: A pre-approved period during which a system is intentionally made unavailable for maintenance, upgrades, or other agreed-upon activities. Scheduled Downtime is excluded from Uptime calculations, provided it is coordinated and approved in writing by the Government in advance.

3.0 Service Request Resolution Levels

The Contractor shall meet the following performance metrics for all Service Requests. Performance is measured on a monthly basis.

Priority Level

Response Time

Initial Resolution Time

Final Resolution Time

Initial Resolution Compliance

Final Resolution Compliance

Low 5 Business Days 15 Business Days 60 Business Days 90% of requests 95% of requests

Medium 1 Business Day 3 Business Days 7 Business Days 90% of requests 95% of requests

High 1 Business Day 2 Business Days 4 Business Days 95% of requests 98% of requests

3.1. Aggregate Resolution Requirement: In addition to the above, the Contractor shall adhere to the following aggregate targets for all Service Requests, regardless of Priority Level:

95% of all aggregated Service Requests shall achieve Final Resolution within 30 Business Days.

99.9% of all aggregated Service Requests shall achieve Final Resolution within 60

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Source Selection Information See FAR 2.101 & 3.104

Business Days.

4.0 Incident Resolution Levels

The Contractor shall meet the following performance metrics for all Incidents. Performance is measured on a monthly basis.

Severity Level Response Time

Initial Resolution Time

Final Resolution Time

Initial Resolution Compliance

Final Resolution Compliance

Low 2 Business Days 3 Business Days 5 Business Days 95% of incidents 97% of incidents

Medium 1 Business Day 2 Business Days 3 Business Days 95% of incidents 97% of incidents

High 12 Hours 12 Hours 1 Business Days 95% of incidents 98% of incidents Critical 30 Minutes 4 Hours 8 Business Days 97% of incidents 99% of incidents

5.0 System Availability (Uptime)

5.1. Scope: This section applies to all applications, servers, operating systems, databases, and supporting infrastructure managed by the Contractor on behalf of the Government.

5.2. Availability Requirements: The Contractor shall maintain the following minimum Uptime percentages for all covered systems.

Environment Uptime Target

Maximum Allowable Downtime (Annual)

Maximum Allowable Downtime (Monthly Avg.)

Production 99.9% 8.76 Hours 43.8 Minutes Non- Production 95.0% 18.25 Days 1.5 Days

5.3. Exclusions: The Uptime metric calculation expressly excludes Scheduled Downtime as defined in Section 2.8 of this Agreement.

6.0 Business Support Availability

6.1 Availability Target: The contractors guarantees that a qualified support representative will be available to respond to support requests 24 hours a day, 7 days a week, 365 days a year (24x7x365). This means that a representative will be capable of receiving and acknowledging support requests within the defined response times outlined in Sections 3, 4, and 5

6.2 Measurement: Availability will be measured as follows:

Coverage Hours: Coverage will be maintain 24x7x365, verified through shift schedules, on-call rosters, and monitoring of response systems.

Response Success Rate: We will track the percentage of support requests that receive an initial acknowledgement within the defined response time targets outlined in Sections 3, 4, and 5.

Response Success Rate % = (Number of Support Requests Acknowledged Within Target Response Time / Total Number of Support Requests) * 100

This percentage will be calculated monthly and provided as a deliverable.

7.0 Service Credits

7.1 Production Environment Service Credits:

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Source Selection Information See FAR 2.101 & 3.104

If the contractors fails to meet the 99.9% Uptime Target for the Production environment, The government will be eligible to receive service credits as follows, based on monthly availability:

Availability Percentage Service Credit Percentage 99.5% - 99.89% 10% of monthly fees attributable to the Production environment services 99.0% - 99.49% 25% of monthly fees attributable to the Production environment services Below 99.0% 50% of monthly fees attributable to the Production environment services

7.2 Non-Production Environment Service Credits:

If the contractors fails to meet the 95.0% Uptime Target for the Non-Production environment, The government will be eligible to receive service credits as follows, based on monthly availability:

Availability Percentage Service Credit Percentage 94.0% - 94.99% 10% of monthly fees attributable to the Non-Production environment services 93.0% - 93.99% 25% of monthly fees attributable to the Non-Production environment services Below 93.0% 50% of monthly fees attributable to the Non-Production environment services

7.3 Response Time Service Credits (Applicable to Both Production and Non- Production):

For each month, if our Average Response Time (across all priority levels) exceeds the targets outlined in Section 4, You will be eligible for a service credit. "Average" is defined as the total time to first response for all tickets in the month, divided by the total number of tickets.

Metric Target Service Credit Percentage

Average Response Time Exceeds

[Timeframe longer than target in Section 4, e.g., 2x the target]

5% of monthly fees attributable to the respective environment

Calculation: The "monthly fees attributable to the respective environment" calculation follows section 7.5.

7.4 Resolution Time Service Credits (Applicable to Both Production and Non- Production):

For each month, if our Average Resolution Time (across all priority levels) exceeds the targets outlined in Section 4, You will be eligible for a service credit. "Average" is defined as the total time to resolution for all tickets in the month, divided by the total number of tickets.

Metric Target Service Credit Percentage

Average Resolution Time Exceeds

[Timeframe longer than target in Section 4, e.g., 2x the target]

5% of monthly fees attributable to the respective environment

Calculation: The "monthly fees attributable to the respective environment"

7.5 General Service Credit Conditions (Applicable to All Metrics):

Credit Application: The Government must submit a written claim to the contractor within 90 days of the end of the month in which the outage or service failure occurred. The claim must include detailed information about the event, including dates, times, the specific environment affected (Production or Non- Production), and ticket or incident numbers (if applicable).

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Source Selection Information See FAR 2.101 & 3.104

8.0 Rate Card and Pricing

8.1 Initial Rate Card:

The Contractor shall provide to the Government, concurrent with the execution of this Agreement, a comprehensive Rate Card (the "Initial Rate Card") detailing the fixed rates for all Services approved for Government consumption and available as of the Effective Date of this Agreement.

The Initial Rate Card shall be incorporated herein as Exhibit [Insert Exhibit Letter/Number]. The rates specified in the Initial Rate Card shall remain firm and fixed for the entire Term of this Agreement, subject only to the provisions of Section 8.2 regarding New Services. The Initial Rate Card shall, at a minimum, include the following information for each Service:

(a) **Service Name and Description:** A clear and concise name and detailed description of the Service being offered. The description shall be sufficient to clearly differentiate the Service from other Services offered by the Contractor.

(b) **Unit of Measure:** The unit by which the Service is measured and billed (e.g., per hour, per month, per transaction, per user).

(c) **Pricing Structure:** The applicable pricing structure for the Service (e.g., fixed price, time and materials, tiered pricing, subscription-based).

(d) **Rate:** The fixed rate charged for the Service, based on the specified Unit of Measure and Pricing Structure.

(e) **Service Level Agreement (SLA) Reference:** A clear reference to the section(s) within this Agreement (or a separate SLA document incorporated by reference) that outlines the service level commitments associated with the Service.

(f) **Any applicable minimum commitments.**

8.2 Data Dictionary: In addition to the information specified in Section 8.1, the Initial Rate Card shall include a Data Dictionary, which defines each term used in the Rate Card, including but not limited to: "Service Name," "Service Description," "Unit of Measure," "Pricing Structure," "Rate," "Service Level Agreement," and any other terms deemed relevant by the Contractor or reasonably requested by the Government. The Data Dictionary shall provide a clear and unambiguous definition for each term to ensure consistent interpretation and application throughout the Term of this Agreement.

8.3 New Services and Rate Adjustments:

(a) New Service Introduction: Should the Contractor introduce any new Services or capabilities after the Effective Date of this Agreement that the Government desires to utilize, the Contractor shall notify the Government in writing of such New Service and provide a proposed rate for said service (the "Proposed Rate").

(b) Mutual Agreement on Rate: The Proposed Rate shall be subject to good faith negotiation and mutual written agreement between the Contractor and the Government.

The Government shall have 60 days from receipt of the Proposed Rate to notify the Contractor of its acceptance or rejection. Failure to respond within 60 days shall be deemed a rejection of the Proposed Rate.

(c) Rate Setting for New Services: Upon mutual written agreement of the Proposed Rate, the new service shall be added to the Rate Card as an amendment (the "Amended Rate Card"), and the agreed-upon rate shall remain firm and fixed for the remaining Term of this Agreement.

(d) Governing Rate: The rates outlined on the Rate Card, and the Amended Rate Card (if applicable), shall govern all billing for the Services provided under this Agreement.