ATTACHMENT I - Service Level Agreements - RFP 758 2600000154 KCNA Wholesale Services.pdf
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- Attached to
- KCNA - Wholesale Services
- Solicitation number
- RFP-758-2600000154-2
- Issued by
- Kentucky
About this file
This is a Service Level Agreements attachment for RFP 758 2600000154 issued by the Kentucky Communications Network Authority (KCNA) for Wholesale Services. The document establishes performance metrics and service standards across four service levels designed to ensure reliable network infrastructure and support services. Service Level 1 applies to primary network nodes with 99.9% availability requirements including all outages, requiring 4-hour mean time to respond and differentiated restoration times of 6 hours for equipment-only outages and 12 hours for fiber outages. Service Level 2 excludes fiber outages on laterals from availability calculations while maintaining 99.9% availability and 4-hour response times with 8-hour mean time to restore for equipment-only outages. Service Level 3 establishes 99.0% availability excluding lateral fiber outages with 90% of issues resolved within 5 hours and 8-hour mean time to restore for equipment-only outages. Service Level 4 addresses node sites with 12-hour response times from notification and 2 business day restoration windows.
The agreement implements a progressive deduction regime across five months escalating from 10% to 100% penalties for non-compliance with performance standards. Deductions vary by severity, ranging from $200 per event for Service Level 4 Range 1 violations to $1,000 per event for more severe breaches. Equipment-only outages carry specific financial penalties, while fiber outages receive differentiated treatment across service levels, with some lateral fiber outages exempt from deductions under certain service levels. Response time ranges are stratified into performance tiers with corresponding deduction percentages, allowing contractors flexibility in meeting standards while maintaining accountability through financial incentives.
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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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