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 3
- Issued by
- Kentucky
About this file
This is a Service Level Agreements (SLA) attachment for RFP 758 2600000280, related to the KCNA Wholesale Services Re-Bid in Kentucky. The document establishes performance metrics and service standards across four distinct service levels that govern contractor obligations for network availability, response times, and restoration timelines. Service Level 1 requires 99.9% availability including all outages, with a 4-hour mean time to respond and equipment-only outages restored within 6 hours (80%) or fiber outages within 12 hours, with deductions ranging from 10% to 100% depending on restoration timelines across five monthly progression periods. Service Level 2 maintains 99.9% availability excluding fiber outages on laterals, with the same 4-hour response requirement and equipment-only outage restoration of 8 hours, also featuring a five-month deduction schedule. Service Level 3 specifies 99.0% availability excluding fiber outages on laterals, with a 90% achievement of 5-hour response times and 8-hour equipment restoration, applying reduced deductions of 10% to 100% based on performance bands. Service Level 4 applies to Node Sites with no specific availability percentage, requiring a 12-hour response from notification and 2 business days for restoration, with four performance ranges and corresponding deductions of $200 to $1,000 per event.
The SLA document establishes a progressive penalty structure designed to incentivize contractor performance, with monthly deduction regimes increasing in severity from Month 1 through Month 5 to encourage continuous service improvement. Financial penalties range from $500 to $1,000 per event for equipment-only outages under Service Levels 1 and 2, and from $200 to $1,000 per event under Service Level 4, depending on restoration duration and performance ranges. Fiber outage responses vary significantly across service levels, with Service Levels 1 and 2 requiring specific restoration timeframes and subject to deductions, while Service Levels 3 and 4 provide no deductions for fiber outages, reflecting different service obligations by network component type.
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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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