Attachment D SLA.docx

This is a Service Level Agreements (SLA) document for a Cable and Wiring Fixed Price Bid contract opportunity in South Carolina. The document establishes performance standards and associated penalties for the contractor related to administrative and operational deliverables.

SLA #1 addresses the timely and accurate delivery of administrative fees to the DTO (Department of Transportation Office or similar entity). The contractor must issue administrative fees within 30 calendar days with no credit issued for on-time delivery. Service credits are issued progressively for late issuances or inaccuracies: 10% of the job's administrative fee for the first violation, 50% for the second violation, and 100% for the third violation. SLA #2establishes performance requirements for delivering Request for Offer (RFO) emails to the original requestor through the UGU (presumably a state or local procurement unit). The contractor must issue RFOs within one hour to avoid penalties. Service credits escalate based on delay duration: 10% of the job's invoiced amount for delays between one and two hours, 50% for delays between two and three hours, and 100% of the invoiced amount for delays exceeding three hours. These SLAs ensure contractor accountability through financial penalties tied directly to service performance failures.