ATTACHMENT I - Service Level Agreements - RFP 758 2600000280.pdf
PDF 306 KB Posted
- Attached to
- KCNA - Wholesale Services Re-Bid
- Solicitation number
- RFP 758 2600000280 2
- Issued by
- Kentucky
About this file
This is a Service Level Agreements attachment for RFP 758 2600000280 related to KCNA Wholesale Services Re-Bid in Kentucky. The document establishes performance metrics and service standards for network connectivity and support services across multiple service levels. The agreement outlines specific availability requirements, mean time to respond (MTTR) standards, and mean time to restore (MTTR) targets for equipment-only outages and fiber outages across different service tiers. Service Level 1 requires 99.9% availability including all outages with 4-hour response times and restoration targets ranging from 6-30 hours depending on outage type. Service Level 3 specifies 99.0% availability excluding lateral fiber outages with 5-hour response times and 8-32 hour restoration windows. Service Level 4, designated for Node Sites, requires 12-hour response times from notification and 2-business-day restoration windows.
The Service Level Agreements implement a progressive deduction regime that escalates penalties across five monthly periods, starting at 10% deductions in Month 1 and increasing to 100% by Month 5 for performance failures. Equipment-only outages incur financial penalties ranging from $200 to $1,000 per event depending on the service level, while fiber outages on laterals receive more favorable treatment with reduced or no deductions in certain service levels. The response time ranges are categorized into multiple tiers (R1, R2, R3, and R4) with corresponding financial consequences for missing required timeframes. This tiered penalty structure incentivizes consistent performance improvement throughout the initial contract period.
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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 2600000280 KCNA Wholesale Services Re-Bid
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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