Attachment_D_-_JWA_SLR_Requirements.pdf
PDF 102 KB Posted
- Solicitation number
- 280-2928904-MR
- Issued by
- Orange County, California
About this file
This is a Service Level Requirements (SLR) document for the County of Orange's John Wayne Airport (JWA) establishing performance standards and financial penalties for a Common Use Passenger Processing (CUPPS) and Common Use Self Service (CUSS) Systems Replacement & Support Services contract. The document outlines 36 specific performance metrics across six categories: system availability, gateway availability, workstation availability, display availability, trouble call response times, site administrator coverage, and miscellaneous operational requirements. System availability penalties range from $1,000 to 10 percent of monthly billing, depending on the duration and severity of outages affecting major system functions and applications. The contract requires critical trouble calls to be responded to on-site within two hours during operational hours and four hours during non-operational hours, with resolution within 24 hours, each incurring $1,000 penalties for non-compliance. Important and Low Priority trouble calls must be addressed within four and 24 hours respectively, with $500 penalties per incident. Additional performance requirements include mandatory on-site coverage with $125 per hour penalties for absences exceeding two hours weekly, vendor service desk phone answer times within five minutes, email responses within four hours, and service ticket generation within ten minutes, with $1,000 penalties for non-compliance.
The SLR document further establishes requirements for security, maintenance, and administrative compliance, including mandatory monthly patch and security update installations ($500 penalty), vulnerability remediation within 30 days for critical issues and 48 hours for urgent notifications ($1,000 penalty), and continuous system reporting to the County's Security Information and Event Management (SIEM) system with $500 penalties for 48-hour outages. The vendor must provide PCI documentation within two business days ($500 per 24-hour delay), maintain current airport staff badges ($250 penalty per violation), follow airport rules and regulations ($500 per notice of violation), and submit required reports within five business days ($500 penalty). Change management requirements mandate three-day advance submission of change requests ($500 penalty for non-compliance in two or more instances monthly) and completion of change documentation within two days. Task order completion deadlines are enforced with $500 penalties per 24-hour period of delay, and service priority level misclassification on four or more tickets within 30 days incurs $500 penalties per occurrence.
View the file
Other files
Show all 17
On GovTribe
Work with this file
- Download the original file
- Contacts named in this file
- Similar government files
- Ask GovTribe AI about this file
Text version
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
File details come from the government source that posted it. Updated .