ATTM 010.pdf
PDF 111 KB Posted
- Attached to
- BABYNET INTEGRATED CASE MGMT SYSTEM State and local contract opportunity
- Solicitation number
- 5400024726
- Issued by
- Richland County, South Carolina
About this file
This document is a Service Level Agreements (SLA) attachment for the BabyNet Integrated Case Management System contract with the South Carolina Department of Health and Human Services (SCDHHS). The SLA establishes comprehensive performance standards across nine primary categories: disaster recovery and business continuity, security and privacy controls, testing, operations reporting, help desk services, availability management, and financial data interfacing. Key performance metrics include maintaining 99.9% system availability for production systems, achieving a 24-hour Recovery Time Objective (RTO) and one-hour Recovery Point Objective (RPO) for disaster recovery, providing a User Acceptance Test (UAT) environment with 95% availability during specified hours (7 AM to 7 PM ET, Monday through Saturday), and maintaining 100% accuracy and timeliness for all scheduled data transfers.
The contract establishes escalating liquidated damages for performance failures tied to specific service levels and violation severity. Penalties range from $50 per business day for late monthly reporting to $1,000 per hour for system unavailability beyond approved maintenance windows. Security breach notification requires contractor response within one hour for actual breaches and eight hours for potential breaches, with $400 per hour penalties for delayed notification plus actual government penalties and recovery costs. Help desk ticket assignment penalties vary by priority level, from $200 per missed Critical ticket to $50 per missed Low priority ticket. Data transfer failures incur recurring assessments of $100 to $1,000 per failed or inaccurate transfer depending on transaction type, with the most severe penalties ($1,000) applied to BabyNet data extracts. All liquidated damages are assessed at the sole discretion of SCDHHS when failures result from contractor control or contractor-caused failures.
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Other files for this state and local contract opportunity
| File | Type | Posted |
|---|---|---|
| Amendment 1.pdf | ||
| ATTM 008.xlsx | XLSX spreadsheet | |
| ATTM 007.docx | DOCX document | |
| PL 015.pdf | ||
| Award Extension 24726.pdf | ||
| PL 010.pdf | ||
| ATTM 015 Disc Control.docx | DOCX document | |
| PL 016.pdf | ||
| ATTM 001.pdf | ||
| Amendment 2 24726.pdf | ||
| ATTM 003.pdf | ||
| ATTM 009.pdf | ||
| ATTM 005.pdf | ||
| PL 011.pdf | ||
| ATTM 013.xlsx | XLSX spreadsheet | |
| ATTM 014.pdf | ||
| PL 017.pdf | ||
| PL 014.pdf | ||
| BabyNet RFP.pdf | ||
| PL 012.pdf | ||
| Award Posting Notice.pdf | ||
| ATTM 002.pdf | ||
| PL 013.pdf | ||
| ATTM 007 Q & A.pdf | ||
| ATTM 011.docx | DOCX document | |
| ATTM 006.pdf | ||
| ATTM 012.pdf | ||
| ATTM 004.pdf |
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Text version
SLA #
RFP Subsection Number/Name
Category Performance Standard
- Type Required Deliverable Metric Performance Standard
Input/Reference Used for Monitoring Requirement
Performance Measurement Failure Assessment - Liquidated Damages
1 Service Design
3.15.2 Disaster
Recover and Business Continuity
Timeliness A RECOVERY TIME OBJECTIVE (RTO) of twenty‐four (24) hours. Hours A RECOVERY TIME OBJECTIVE (RTO) of twenty‐four (24) hours.
System/DB logs documenting the outage and written communication as described in Section 3.15.2 (if apropos)
As described in Section 3.15.2 of the corresponding RFP from the start time of an outage until functionality is 100% restored.
A recurring assessment of $2,000 per hour starting from 1 second beyond the idenitifed RTO from the outage or previous assessment.
2 Service Design
3.15.2 Disaster
Recover and Business Continuity
Timeliness A RECOVERY POINT OBJECTIVE (RPO) of one (1) hour. Hours A RECOVERY POINT OBJECTIVE (RPO) of one (1) hour.
System/Database logs documenting the outage as described in Section 3.15.2
As described in Section 3.15.2 of the corresponding RFP from the start time of an outage until functionality is 100% restored.
A recurring assessment of $5,000 per hour starting from 1 second beyond the identified RPO counting backwards from the outage or previous assessment time.
Security and Privacy Controls
3.19 Security
and Privacy
Timeliness
Contractor must promptly notify SCDHHS of any actual or potential security, system or information breach event.
Contractor must promptly notify SCDHHS of any actual or potential system or information vulnerability or breach event.
Contractor must promptly notify SCDHHS of any security, system or information breach event, whether actual or potential.
Hours
Contractor must notify SCDHHS within one (1) hour of an actual and within eight (8) hours of any potential security, system, or information breach event.
Contractor must notify SCDHHS within one (1) hour of an actual security, system, or information breach event.
Contractor must notify SCDHHS within eight (8) hours of any potential security, system, or information breach event.
Real-time Security Alert Monthly Security Breach Audit Report
Date/Time Security Alert Received against Notification of Breach
Date/Time Security Alert identified as Received on Monthly Audit Report against Notification of Breach
$400 per hour or partial hour of delayed notice from the performance standard per event.
and Actual cost of any penalties applied by the state or federal government due to failure.
and Actual state and SCDHHS cost to recover, resolve, or mitigate loss and/or damages.
Security and Privacy Controls
3.19.1 Security
and Privacy Controls
Timeliness Contractor must deliver a remediation plan to correct all identified potential breach vulnerabilities.
Days Contractor must deliver a remediation plan to correct all vulnerabilities identified by Monthly Security Breach Audit Report within ten (10) calendar days of discovery, or a date directed by
SCDHHS.
Security Breach Remediation Plan Date Security Vulnerability identified against Date remediation Plan Delivered
$1,000 per calendar day beyond required delivery date.
5 Testing 3.21 Testing Availability
Contractor must provide an operational User Acceptance Test (UAT) environment 6 days a week(Monday through Saturday) for 12 hours each day(7AM to 7PM ET) and additional days/hours when requested at least forty-eight(48) hours in advance by
SCDHHS.
Contractor must provide an operational User Acceptance Test (UAT) environment availability of at minimum ninety-five percent (95%) of agreed uptime during a calendar month.
Daily UAT Environment Availability Report
$100 per hour when availability post implementation falls below 95% $200 per hour when availability prior to initial implementation falls below 95%
3.2 Contract Incentive
Structure
3.2.2 Operations
Liquidated Damages
The Contractor shall by the seventh (7th) business day of a month report on the achievement of performance standards for the previous month and present status of all performance standards.
The Contractor shall by the seventh (7th) business day of a month report on the achievement of performance standards for the previous month and present status of all performance standards.
Date of actual report receipt against date of required submission
$50 per business day that the report is delivered after the seventh (7th) business day of the month.
Business Enabling Services
3.25 Help Desk Timeliness Contractor must assign resolution of every Tier 2 Help Desk Ticket submission within the defined timeframe.
Minutes, Hours, Days
(1) Critical: 100% of tickets will be assigned for resolution within fifteen (15) minutes of ticket submission
(2) High Priority: 90% of tickets will be assigned for resolution within one (1) hour of ticket submission
(3) Medium Priority: 85% of tickets will be assigned for resolution within one (1) business day of ticket submission
(4) Low Priority: 85% of tickets will be assigned for resolution within seven (7) business days of ticket submission
Monthly Operational Reports (Severity and Time)
(1) Day and Time of Submission for every Tier 2 Help Desk Ticket against Time of Assignment of Resolution
(2) Calculate % of pass or fail by severity category
$200 per Critical priority ticket, per missed performance standard.
$100 per High priority ticket, per missed performance standard.
$75 per Medium priority ticket, per missed performance standard.
$50 per Low priority ticket, per missed performance standard.
8 3.15 Service Design
3.15.1 Availability
Management
Maintain at least ninety‐nine‐point‐ nine percent (99.9%) system availability twenty‐four (24) hours a day seven (7) days a week except for SCDHHS approved maintenance timeframes for production systems.
(Production Systems consists of all environments that support production).
Maintain at least ninety‐nine‐point‐ nine percent (99.9%) system availability twenty‐four (24) hours a day seven (7) days a week except for SCDHHS approved maintenance timeframes for production systems.
(Production Systems consists of all environments that support production).
Monthly service availability logs represent an uptime equal to or greater than 99.9%
$1,000 per hour for each hour and portion of an hour beyond the SLA requirement for system unavailability outside of SCDHHS approved maintenance timeframes for production systems. SCDHHS will review availability issues on a case-by-case basis to consider without guaranteed waivers for major 'act of god' crises such as hurricane, tornado, flood, earthquake.
3.3 Financial
Management Objectiv es and Strategy
3.3.3 Interfacing
to the State's Accounting System
Timeliness & Accuracy
All scheduled data transfers, including all EDI transactions, not explicitly identified in items 9b - 9e must complete 100% of the time during the defined transfer window with 100% accuracy. Any failures in transmission or accuracy must be reported to SCDHHS key resources within 1 hour of the failure.
% and Hours
All scheduled data transfers, including all EDI transactions, not explicitly identified in items 9b - 9e must complete 100% of the time during the defined transfer window with 100% accuracy. Any failures in transmission or accuracy must be reported (verbally or in writing?) to SCDHHS key resources within 1 hour of the failure.
Transfer logs (SFTP, Server, MFT, Translator) Translator acceptance, accuracy, and acknowledgement.
From the start of the agreed upon transfer time in which the failed or inaccurate transaction occurred
A recurring assessment of $100 for all transfers which contain inaccurate data, $100 for failed transactions (where the complete file was not sent and successfully received) and $200 for not notifying the agreed upon resources for each hour and portion of an hour after the agreed upon transmission time or previous assessment. If determined by the sole discretion of SCDHHS the missed transaction was a result within the vendors control or was caused by a failure within the vendors control.
9a
3.3 Financial
Management Objectiv es and Strategy
3.3.3 Interfacing
to the State's Accounting System
Timeliness & Accuracy
Referral data transfers must complete 100% of the time during the defined transfer window with 100% accuracy. Any failures in transmission or accuracy must be reported (verbally or in writing?) to SCDHHS key resources within 1 hour of the failure.
% and Hours
All scheduled data transfers, including all EDI transactions, not explicitly identified in items 9b - 9e must complete 100% of the time during the defined transfer window with 100% accuracy. Any failures in transmission or accuracy must be reported (verbally or in writing?) to SCDHHS key resources within 1 hour of the failure.
Transfer logs (SFTP, Server, MFT, Translator) Translator acceptance, accuracy, and acknowledgement.
From the start of the agreed upon transfer time in which the failed or inaccurate transaction occurred
A recurring assessment of $100 for each transfer which contains inaccurate data, $100 for failed transfers (where the complete file was not sent and/or successfully received) and $200 for not notifying the resources. The assessment shall be assessed for each hour and portion of an hour after the agreed upon transmission time or previous assessment. If determined by the sole discretion of SCDHHS the missed transaction was a result within the vendors control or was caused by a failure within the vendors control.
ATTACHMENT 010 SERVICE LEVEL AGREEMENTS (SLA)
SLA #
RFP Subsection Number/Name
Category Performance Standard
- Type Required Deliverable Metric Performance Standard
Input/Reference Used for Monitoring Requirement
Performance Measurement Failure Assessment - Liquidated Damages
ATTACHMENT 010 SERVICE LEVEL AGREEMENTS (SLA)
9b
3.3 Financial
Management Objectiv es and Strategy
3.3.3 Interfacing
to the State's Accounting System
Timeliness & Accuracy
834 Member Enrollment and Maintenance data transfers must complete 100% of the time during the defined transfer window with 100% accuracy. Any failures in transmission or accuracy must be reported (verbally or in writing?) to SCDHHS key resources within 1 hour of the failure.
% and Hours 834 Member Enrollment and Maintenance data transfers must complete 100% of the time during the defined transfer window with 100% accuracy. Any failures in transmission or accuracy must be reported (verbally or in writing?) to SCDHHS key resources within 1 hour of the failure.
Transfer logs (SFTP, Server, MFT, Translator) Translator acceptance, accuracy, and acknowledgement.
From the start of the agreed upon transfer time in which the failed or inaccurate transaction occurred
A recurring assessment of $200 for each transfer which contains inaccurate data, $200 for failed transfers (where the complete file was not sent and/or successfully received) and $300 for not notifying the resources. The assessment shall be assessed for each hour and portion of an hour after the agreed upon transmission time or previous assessment. If determined by the sole discretion of SCDHHS the missed transaction was a result within the vendors control or was caused by a failure within the vendors control.
9c
3.3 Financial
Management Objectiv es and Strategy
3.3.3 Interfacing
to the State's Accounting System
Timeliness & Accuracy
837 Claim Submission data transfers must complete 100% of the time during the defined transfer window with 100% accuracy. Any failures in transmission or accuracy must be reported (verbally or in writing?) to SCDHHS key resources within 1 hour of the failure.
% and Hours 837 Claim Submission data transfers must complete 100% of the time during the defined transfer window with 100% accuracy. Any failures in transmission or accuracy must be reported (verbally or in writing?) to SCDHHS key resources within 1 hour of the failure.
Transfer logs (SFTP, Server, MFT, Translator) Translator acceptance, accuracy, and acknowledgement.
From the start of the agreed upon transfer time in which the failed or inaccurate transaction occurred
A recurring assessment of $500 for each transfer which contains inaccurate data, $500 for failed transfers (where the complete file was not sent and/or successfully received) and $1,000 for not notifying the resources. The assessment shall be assessed for each hour and portion of an hour after the agreed upon transmission time or previous assessment. If determined by the sole discretion of SCDHHS the missed transaction was a result within the vendors control or was caused by a failure within the vendors control.
9d
3.3 Financial
Management Objectiv es and Strategy
3.3.3 Interfacing
to the State's Accounting System
Timeliness & Accuracy
Remittance data transfers must complete 100% of the time during the defined transfer window with 100% accuracy. Any failures in transmission or accuracy must be reported (verbally or in writing?) to SCDHHS key resources within 1 hour of the failure.
% and Hours Remittance data transfers must complete 100% of the time during the defined transfer window with 100% accuracy. Any failures in transmission or accuracy must be reported (verbally or in writing?) to SCDHHS key resources within 1 hour of the failure.
Transfer logs (SFTP, Server, MFT, Translator) Translator acceptance, accuracy, and acknowledgement.
From the start of the agreed upon transfer time in which the failed or inaccurate transaction occurred
A recurring assessment of $500 for each transfer which contains inaccurate data, $500 for failed transfers (where the complete file was not sent and/or successfully received) and $500 for not notifying the resources. The assessment shall be assessed for each hour and portion of an hour after the agreed upon transmission time or previous assessment. If determined by the sole discretion of SCDHHS the missed transaction was a result within the vendors control or was caused by a failure within the vendors control.
9e
3.3 Financial
Management Objectiv es and Strategy
3.3.3 Interfacing
to the State's Accounting System
Timeliness & Accuracy
BabyNet data extract for BIS transfers must complete 100% of the time during the defined transfer window with 100% accuracy. Any failures in transmission or accuracy must be reported (verbally or in writing?) to SCDHHS key resources within 1 hour of the failure.
% and Hours BabyNet data extract for BIS transfers must complete 100% of the time during the defined transfer window with 100% accuracy. Any failures in transmission or accuracy must be reported (verbally or in writing?) to SCDHHS key resources within 1 hour of the failure.
Transfer logs (SFTP, Server, MFT, Translator) Translator acceptance, accuracy, and acknowledgement.
From the start of the agreed upon transfer time in which the failed or inaccurate transaction occurred
A recurring assessment of $1,000 for each transfer which contains inaccurate data, $1,000 for failed transfers (where the complete file was not sent and/or successfully received) and $500 for not notifying the resources. The assessment shall be assessed for each hour and portion of an hour after the agreed upon transmission time or previous assessment. If determined by the sole discretion of SCDHHS the missed transaction was a result within the vendors control or was caused by a failure within the vendors control.
BabyNet SLAs
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