ATTACHMENT I - Service Level Agreements - RFP 758 2600000154 KCNA Wholesale Services.pdf
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- Attached to
- KCNA - Wholesale Services
- Solicitation number
- RFP-758-2600000154-1
- Issued by
- Kentucky
About this file
This is a Service Level Agreements attachment for RFP 758 2600000154 KCNA Wholesale Services, a Kentucky state contract opportunity for wholesale telecommunications services. The document establishes performance metrics and service standards across four service levels, with specific requirements for availability, mean time to respond, and mean time to restore for different types of outages. Service Level 1 and 2 apply to standard network nodes and require 99.9% availability (excluding fiber laterals for Service Level 2), with 4-hour response times and restoration targets ranging from 6 to 12 hours depending on outage type. Service Level 3 requires 99.0% availability with 5-hour response times and 8-hour restoration for equipment-only outages. Service Level 4, designated for node sites, has less stringent requirements with 12-hour response times and 2-business-day restoration windows. The agreement implements a progressive deduction regime across five months of contract performance, with penalty amounts increasing from 10% in Month 1 to 100% in Month 5 for non-compliance.
The service level agreement structure differentiates between equipment-only outages and fiber outages, with equipment-only outages subject to financial deductions ranging from $200 to $1,000 per event depending on service level and restoration time. Fiber outages on laterals receive reduced or eliminated deductions under certain service levels, recognizing the complexity of fiber restoration. Mean time to respond performance is categorized into three or four ranges with corresponding deduction percentages, allowing contractors flexibility in response capacity while maintaining accountability through escalating financial penalties. The progressive deduction regime incentivizes consistent compliance throughout the contract term, with penalties increasing monthly to encourage sustained service quality. This agreement establishes clear performance benchmarks and financial consequences that align contractor incentives with the state's operational reliability requirements for wholesale network services.
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Text version
Metric Performance Standard Deduction Regime
Availability 99.9%, including all Month 1 Month 2 Month 3 Month 4 Month 5 Outages 10% 25% 50% 75% 100%
Mean Time to Respond
4 hours with required resources, applicable to all
Range 1 (R1) 4.00-4.50 Hours
Range 2 (R2) 4.50-5.00 Hours
Range 3 (R3) >5.00 Hours
Mean Time to Restore
Outages
Equipment-Only Outage:
80% in 6 hours
Fiber Outage: 12 hours
$500 per event $750 per event $1,000 per event
6-10Hrs 10-14Hrs 14-18Hrs 18-30Hrs >30Hrs
10% 25% 50% 75% 100%
12-16Hrs 16-20Hrs 20-24Hrs 24-36Hrs >36Hrs
10% 25% 50% 75% 100%
Availability 99.9% excluding Fiber Outages on the Laterals
Month 1 Month 2 Month 3 Month 4 Month 5
10% 25% 50% 75% 100%
Mean Time to Respond
4 hours with required resources, applicable to all
Range 1 (R1) 4.0-4.5 Hours
Range 2 (R2) 4.50-5.00 Hours
Range 3 (R3) >5.00 Hours
Outages
Equipment-Only Outage:
$500 per event $750 per event $1,000 per event
8-12Hrs 12-16Hrs 16-20Hrs 20-32Hrs >32Hrs
S Mean Time to 8 hours Restore
Fiber Outage: No Deductions
10% 25% 50% 75% 100%
Availability 99.0% excluding Fiber Month 1 Month 2 Month 3 Month 4 Month 5
Outages on the Laterals 10% 25% 50% 75% 100%
Mean Time to Respond
Mean Time to Restore
90% within 5 hours with required resources, applicable to all Outages
Equipment-Only Outage:
8 hours
Fiber Outage: No Deductions
5.0-6.0Hrs 6.0-7.0Hrs 7.0-8.0Hrs >8Hrs
10% 15% 20% 100%
8-12Hrs 12-16Hrs 16-20Hrs 20-32Hrs >32Hrs
10% 25% 50% 75% 100%
Availability N/A
Mean Time to Respond
12 hours (from notification) with required resources, Range 1 (R1)
12-24 Hours
Range 2 (R2)
24-48 Hours
Range 3 (R3)
48-96 Hours
Range 4 (R4)
>96 Hours
Se rv ic e
Le ve l rv ic e
Le ve l 1
N od e Si te s
Se rv ic e
Le ve l 4 applicable to all Outages $200 per event
$350 per event
$500 per event
$1,000 per event
Mean Time to 2 Business Days (from Range 1 Range 2 Range 3 Range 4 Restore notification) (R1) (R2) (R3) (R4)
2-3 Business
3-4 Business
4-5 Business
>5 Business
ATTACHMENT I - Service Level Agreements - RFP 758 2600000154 KCNA Wholesale Services
Metric Performance Standard Deduction Regime
Days Days Days Days
$200 per event
$350 per event
$500 per event
$1,000 per event
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