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Attachment L – KY SLA Criteria Measure - RFP 758 2000000335 Service Level Requirements
| Incident Levels |
| Level 1 |
| Level 2 |
| Level 3 |
| Level 4 |
| Conditions |
| Severity 1 |
| Severity 2 |
| Severity 3 |
| Severity 4 |
| System Outage |
| Prevents external or internal users from accessing the system at all |
| Prevents external or internal users from accessing a portion of the system |
| Prevents internal users from accessing system |
11 hours per day (7:00 am – 6:00 pm CST) 5 days per week (Monday through Friday) Excluding Holidays Prevents TWC users from accessing system Saturdays/Sundays/Holidays (S/S/H) when Agency is closed
| Work Around |
| None |
| None |
| Possible Work Around |
| Work Around Available |
| Percent of Users Affected |
| 51 – 100% of Users |
| 26-50% of Users |
| 11 – 25% of Users |
| 1 – 10% of Users |
| Business, Financial, Legal Exposure |
| Severe |
| Serious |
| Moderate |
| Low |
| Support Hours |
| 24/7/365 |
| 24/7/365 |
| 11/5/Excluding Holidays (EH) |
| 11/5/Excluding Holidays (EH) |
| First Response |
| Less than 30 minutes after incident is discovered by/reported to vendor |
| Less than 2 hours after incident is discovered by/reported to vendor |
| Less than 4 hours after incident is discovered by/reported to vendor, excluding S/S/H |
| Less than 4 hours after incident is discovered by/reported to vendor, excluding S/S/H |
| Resolution Time |
| Within 4 clock hours after first response |
| Within 8 clock hours after first response |
| Within 16 business hours after first response |
| Within 24 business hours after first response |
| Service Level Metrics |
| 98% of tracked incidents meet resolution time |
| 97% of tracked incidents meet resolution time |
| 96% of tracked incidents meet resolution time |
| 95% of tracked incidents meet resolution time |
| Measurement |
| Calendar Month |
| Calendar Month |
| Calendar Month |
| Calendar Month |
| Metric |
| Public Facing Application Values |
| Non-public Facing Application Values |
| Measurement |
| Response Time (End to End) |
| ≤ 3 Seconds for each page to be submitted, processed, and returned back to the user while the system is under peak loads. |
| ≤ 2 Seconds for each page to be submitted, processed, and returned back to the user while the system is under peak loads. |
≤ 3 Seconds to process an Initial Claim transaction An average time of 5 consecutive transactions taken by the system at any time. The transaction type(s) will be selected by the state of KY.
| System Availability (Uptime) |
| 99.9% fully functional |
| 99.7% fully functional |
| System availability will be measured on a rolling 30-day cycle. In order for the System to be considered fully functional, all appropriate transactions and data are available to each user as defined by their level of access and based on Planned Hours of Operation. In addition, all transactions operate as specified. |
| Level of Data Recovery |
| No data loss except for data collected after the last committed transaction. |
| No data loss except for data collected after the last committed transaction. |
| Queries of the data repository(s) |
| Peak Expansion / Growth Factor |
| 50% over 5 years |
| 50% over 5 years |
| Queries of the data repository(s) |
| On-line Data Retention Requirements |
| Refer to value for Non-public Facing Applications |
| 7 years, and the system will provide the ability to exclude specific account data or benefit types from being purged |
| Queries of the data repository(s) |
| Planned Hours of Operation |
| 24/7 |
Limited service (non-claimant specific and non-employer specific functions) will be available during regularly scheduled maintenance windows. Full Service will be available except during regular maintenance windows.
24/7 Limited by external system dependencies and regular maintenance windows.
Random and periodic checks of operating system.
| High Priority Critical Deficiency (Severity 1,2) Correction in Production Environment Severity 1,2 |
| ≤ 2 hours |
| ≤ 2 hours |
| Time is measured from the time the deficiency is logged into the defect tracking tool until the correction has been migrated to the production environment by the Supplier after testing and acceptance by KY. |
| Medium Priority Deficiency (Severity 3) Correction in Production environment |
| ≤ 48 hours |
| ≤ 48 hours |
| Time is measured from the time the deficiency is logged into the defect tracking tool until the correction has been migrated to the production environment by the Supplier after testing and acceptance by KY. |
| Low Priority(Severity 4) Deficiency Correction in Production Environment |
| ≤ 72 hours |
| ≤ 72 hours |
| Time is measured from the time the deficiency is logged into the defect tracking tool until the correction has been migrated to the production environment by the Supplier after testing and acceptance by KY. |