Attachment J1 - SLA for My Talking Books (RealSAM).xlsx

This is a Service Level Agreement (SLA) template for RealSAM Dialog licenses supporting the My Talking Books Smart Speaker project at the Library of Congress. The document establishes performance standards and operational requirements for the sole-source RealSAM Dialog system, which must meet all IT information security requirements mandated by the Library of Congress. The SLA defines service availability targets, response times, and performance metrics that the contractor must maintain during production operations. The agreement outlines uptime commitments, incident response procedures, and escalation protocols to ensure continuous system functionality for the My Talking Books application. The SLA also specifies monitoring and reporting requirements, including metrics tracking and documentation obligations to demonstrate compliance with established service levels. Additional provisions address maintenance windows, support availability, and procedures for addressing service failures or performance degradation. This sole-source procurement is supported by a previously posted and signed Justification and Authorization (J&A), indicating this opportunity is not open to competition and has been justified as a sole-source acquisition based on the specific requirements of the My Talking Books Smart Speaker project.