ATTACHMENT I - Service Level Agreements - RFP 758 2600000154 KCNA Wholesale Services.pdf
PDF 255 KB Posted
- Attached to
- KCNA - Wholesale Services
- Solicitation number
- RFP 758 2600000154 4
- Issued by
- Kentucky
About this file
This is a Service Level Agreements (SLA) attachment for RFP 758 2600000154 KCNA Wholesale Services, establishing performance standards and financial penalties for network service delivery. The document outlines four tiered service levels with specific availability targets, response times, and restoration timeframes for equipment-only outages and fiber outages on wholesale network services. Service Level 1 requires 99.9% availability including all outages with a 4-hour mean time to respond and equipment restoration within 6 hours or fiber restoration within 12 hours. Service Level 2 maintains the same 99.9% availability requirement but excludes fiber outages on laterals from calculations, with an 8-hour mean time to restore equipment-only outages. Service Level 3 reduces the availability standard to 99.0% excluding lateral fiber outages, requires 90% of responses within 5 hours, and allows 8 hours for equipment restoration. Service Level 4, applicable to Node Sites, establishes a 12-hour response requirement and 2-business-day restoration window, with no specified availability percentage.
The SLA structure implements progressive financial penalties across five monthly deduction regimes, ranging from 10% in Month 1 to 100% in Month 5, applied when service levels are not met. Equipment-only outage penalties escalate from $200 to $1,000 per event depending on the service level tier and restoration time category. Response time performance is measured against three ranges (Range 1 through Range 4 for Service Level 4), with longer response times triggering corresponding increases in financial deductions. Fiber outages on laterals in Service Levels 2 and 3 incur no deductions, reflecting the distinction between service provider-controlled and infrastructure-dependent failures. The agreement establishes specific restoration timeframes organized by duration bands, with penalties intensifying as restoration times extend beyond initial targets.
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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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