Attachment_D_-_JWA_SLR_Requirements.pdf

Number SLR Deduction

Unavailability of 2 or more major system functions to one or more airlines or site-wide for more than 15 minutes.

Offset: 1.5% of the amount billed this month for each (15) minute period or fraction thereof a system is unavailable.

Unavailability of any major application (CUTE or CUSS or CUPPS or MUFIDS) to one or more airlines or site-wide for more than 2 hours.

Offset: 10% of the amount billed this month for each (2) hour period (or fraction thereof) an application is unavailable.

3 Unavailability of any primary server for more than twenty four hours. Offset: $2,000

4 Unavailability of any backup server for more than forty- eight hours. Offset: $1,000

Unavailability of any gateway system or external data connection for more than 24 hours.

Offset: $1,000 per 24-hour period or fraction thereof

Any individual workstation or kiosk not available for use for more than 24 hours.

Offset: $500 per 24-hour period or fraction thereof.

Any individual workstation or kiosk has 4 or more trouble calls in any 30-day period (+ 5 previous month days).

Offset: $300 per incident.

Gates with 2 workstations: Both workstations are simultaneously not available for more than 30 minutes.

Offset: $500 per one (1) hour period or fraction thereof.

Gates with 4 workstations: 3 or more workstations simultaneously unavailable for more than 30 minutes.

Offset: $500 per one (1) hour period or fraction thereof.

Any individual CUTE workstation / CUSS kiosks / MUFIDS display not available for 72 hours.

Offset: $500 per 72-hour period or fraction thereof.

The on-site response time for a Critical Trouble Call during JWA hours of operation is two (2) hour or less between the time the problem is reported to Vendor Service Desk and the time a Site Administrator is at site of trouble ticket location.

Offset: $1,000 per incident

The on-site response time for a Critical Trouble Call during JWA hours of non-operation is four (4) hours or less between the time the problem is reported to Vendor Service Desk and the time a Site Administrator is on site.

Offset: $1,000 per incident

During JWA hours of operation, the remote services and diagnostics should commence within fifteen (15) minutes following notification to Vendor Service Desk of a malfunction by JWA or by way of remote monitoring.

Offset: $1,000 per incident

During JWA hours of non-operation, the remote services and diagnostics should commence within one (1) hours following notification to Vendor Service Desk of a malfunction by JWA or by way of remote monitoring.

Offset: $1,000 per incident

Critical trouble calls are to be resolved within twenty-four (24) hours following notification to Vendor

Service Desk of a malfunction by JWA or by way of remote monitoring discovery.

Offset: $1,000 per incident

The on-site response time for Important (Priority 2) Trouble Call is four (4) hours or less between the time the problem is reported to Vendor Service Desk and the time the Vendor Site Admin / Account Manager is on-site.

Offset: $500 per incident

The on-site response time for Low Priority (Priority 3) Non-Critical Trouble Call is twenty-four (24) hours or less between the time the problem is reported to Vendor Service Desk and the time the Vendor Site

Admin / Account Manager is on site.

Offset: $500 per incident

During JWA hours of operation, the remote services and diagnostics should commence within two (2) hours following notification to Vendor Service Desk of a malfunction by JWA or by way of remote monitoring for Priority 2 calls and four (4) days for Priority 3 calls.

Offset: $500 per incident

During JWA hours of non-operation, the remote services and diagnostics should commence within two (2) hours of the start of the next day’s hours of service operation following notification to Vendor Service

Desk of a malfunction by JWA or by way of remote access.

Offset: $500 per incident

Non-critical trouble calls are to be resolved within ninety-six (96) hours following notification to Vendor

Service Desk of a malfunction by JWA or by way of remote access discovery.

Offset: $500 per incident

21 Provide the requested PCI documentation within two (2) business days. $500 per 24-hour period or fraction thereof

JOHN WAYNE AIRPORT (JWA) SLR REQUIREMENTS

Exceed Important and Low Priority Trouble Call Response Times (Priority 2 and 3)

Exceed Critical Trouble Call Response Times (Priority 1)

System Availability

Gateway Availability

Workstation Availability (including attached required peripherals)

Display Availability

JWA PCI audit reporting and response

Absent onsite coverage hours greater than two (2) hours or more per week. Offset: $125 per hour

Failure to follow Airport rules and regulations resulting in an notice of violation (NOV) $500 per occurrence.

Failure to properly maintain staff airport badges including timely issuance, renewal, and surrender $250 per occurrence

Failure to respond after-hours within a reasonable timeframe (return calls within thirty (30) minutes, one

(1) hour on-site) $500 per occurrence

Unavailability of any testers during ad hoc and regularly scheduled maintenance $250 per occurrence

Reports are not provided later than five (5) business days as required in the SOW or due to loss of data. $500 per occurrence.

Service Desk does not answer phone calls within five (5) minutes on average, respond to emails within four (4) hours, or does not generate a service ticket within ten (10) minutes after completion of the initial phone call.

$1,000 per occurrence

Misclassification of priority levels on 4 or more service tickets in a 30 day period. Penalty shall not apply to tickets that increase in priority due to an evolving issue or due to lack of information from the caller.

$500 per occurrence

30 Changes are conducted without an approved change request $500 per occurrence

Change requests are not submitted a minimum of three (3) days in advance in two or more instances in any 30-day period $500 per occurrence

Failure to provide completed change request documentation within two (2) days in two or more instances in a six-month period $500 per occurrence

33 Patches and security updates are not installed each month on a recurring schedule $500 per occurrence

Fail to remediate any vulnerabilities identified by a vulnerability scan within an acceptable timeframe, thirty (30) days for critical, as soon as practicable for Urgent (coordination shall occur within forty-eight

(48) hours of notification of any Urgent vulnerability).

$1,000 per occurrence

Any system not reporting to the County's Security Information and Event Management (SIEM) system for more than 48 hours $500 per occurrence

36 Failure to complete any task order within the agreed-upon timeframe $500 per 24-hour period or fraction thereof

Site Admin Coverage

Miscellaneous Items