ATTM 012 SERVICE LEVEL AGREEMENTS (SLA).docx
DOCX document 43 KB Posted
- Attached to
- BABYNET IDEA PART C
- Solicitation number
- 5400018456
- Issued by
- Richland County, South Carolina
About this file
This is a Service Level Agreements (SLA) document for the Statewide Integrated Early Intervention Case Management System, a performance standards contract administered by the South Carolina Department of Health and Human Services (SCDHHS). The document establishes 19 performance standards across multiple operational categories including information architecture, financial reporting, disaster recovery, security and privacy, testing, training, help desk support, and system availability. The contract requires the contractor to deliver Operations Phase and Turnover Phase deliverables according to an approved Contract Development and Management Log (CDML), produce weekly, monthly, quarterly, and annual financial reports, maintain a 24x7x365 emergency contact process with 30-minute call-back requirements, coordinate annual disaster recovery demonstrations, provide a User Acceptance Test environment operational 7 am to 7 pm ET Monday through Saturday, maintain a training environment beginning 30 calendar days prior to UAT through the Operations Phase, and provide full-day provider training sessions the month prior to operational start. The contractor must maintain 99.9% system uptime during normal operating hours and ensure immediate transfer of services to redundant systems in alternate locations without information loss during disruptions.
Liquidated damages are assessed for non-compliance with performance standards, ranging from $50 to $10,000 per day or hour depending on the severity and type of failure. Key Operations Phase deliverables and key financial reports incur $500 per business day in damages when late, while non-key deliverables and reports incur $50 per business day, with key items capped at 25% of total deliverables and reports. Security breach notification failures result in $10,000 per calendar day plus any federal penalties, with additional $1,000 per business day charges for delayed remediation plans. Help desk performance standards require 100% recording of requests with $75 per unrecorded request, 90% of calls answered within 90 seconds with $100 penalties per percentage point exceeded, and resolution timeframes of one hour for high priority tickets (90% compliance), one business day for medium priority (85% compliance), and seven business days for low priority (85% compliance), with $75 penalties per non-compliant ticket. System availability failures during normal operating hours incur $1,000 per hour, while maintenance window violations cost $500 per hour and inadequate notification for scheduled maintenance incurs $100 per hour.
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Text version
Statewide Integrated Early Intervention Case Management System Performance Standards
SLA
| MITA Business Process |
| RFP Subsection Number/Name |
| Performance Standards |
(all percentages calculated based on monthly billing cycles)
| Measurement |
| Liquidated Damages |
| 1 |
| Information Architecture: Data Management Strategy |
| 3.13: Deliverables |
| Contractor shall provide all Operations Phase and Turnover Phase Deliverables within the time frames identified in the approved CDML. |
Liquidated damages may be assessed when the Contractor does not meet Deliverable submission dates and
i) those dates are not modified in the approved Final CDML and related to Payment Milestones submitted to SCDHHS or
ii) if modified, those dates are not accompanied by written approval from SCDHHS or
iii) if modified, those dates are not accompanied by an approved Contract amendment
| Scheduled Deliverable date(s) against actual submission Deliverable date(s) |
| $500 per business day for each key Operations Phase Deliverable that is late. $50 per business day that each non-key Operations Phase Deliverable is late. Key Deliverables will be identified during the DDI Phase and will not exceed 25% of all Operations Phase Deliverables. |
| 2 |
| FM19 Generate Financial Report |
| 3.4.2 Financial Reporting |
| Contractor produces weekly, monthly, quarterly, and annual reports within established reporting timeframe. |
| Date of actual report receipt against date of required submission |
| $500 per business day for each key report that is late. $50 per business day that each non-key report is late. Key reports will be identified during the DDI Phase and will not exceed 25% of all reports. |
| 3 |
| Access and Delivery – Client Support |
| 3.17.4: Disaster Recovery and Business Continuity |
| Coordinate disaster recovery capability including a backup/recovery demonstration within ten (10) business days of the annual anniversary of the SCDHHS initial approval of the Disaster Recovery/ Business Continuity (DR/BC) Plan. |
| Disaster Recovery demonstration cannot be successfully executed and receive Validation by SCDHHS |
| $1,000 for each month or partial month that the standard is missed. |
| 4 |
| Access and Delivery – Security and Privacy |
| 3.17.4: Disaster Recovery and Business Continuity |
| When there are disruptions to the integrated case management system, all services must immediately transfer to a redundant system in an alternate location without loss of any information. |
| Transmission reports and observation |
| $1,000 per hour or partial hour, if telephone calls and transmissions are not immediately transferred to a redundant system. |
| 5 |
| Access and Delivery – Client Support |
| 3.19.3: Events and Incident Management |
| Contractor maintains an on-call emergency contact process by which if not answered authorized SCDHHS staff will receive a call-back within thirty |
(30) minutes on a 24x7x365 basis.
| Communication Contact Log |
| $100 per hour or partial hour each time the Contractor fails to call- back within thirty (30) minutes from a message left by authorized State staff. |
| 6 |
| Access and Delivery – Security and Privacy |
| 3.21.1: Security and Privacy Controls |
| The Contractor must notify the State within one (1) hour of discovery of an actual breach and within twenty-four |
(24) hours of discovery of any potential security breach event, or vulnerabilities identified to the system or program information utilized under the Contract. The Contractor shall prepare and present a remediation plan outlining the extent of the security breach or to address correction of vulnerabilities that would allow a potential breach within the latter of ten (10) business days of discovery or a date directed by SCDHHS.
| Security alert |
| $10,000 per calendar day for each event that SCDHHS is not notified per the standard. Plus the cost of any penalties applied by the federal government. |
and $1,000 per business day or any portion thereof beyond the defined remediation date window that remediation plans are not received by SCDHHS.
and $1,000 per business day or any portion thereof that the remediation plan for a breach does not begin execution according to the SCDHHS approved plan
| 7 |
| Access and Delivery – Security and Privacy |
| 3.21.3: Independent Assessment of Security and Privacy Controls |
| Contractor will complete an Independent Assessment of Security and Privacy Controls and provide Audit reports that include applicable risk mitigation plan(s) as stipulated in this RFP Subsection specific to this requirement. |
| Audit report(s) containing results and resultant risk to the information system environment. |
| $5,000 per month or any portion thereof Audit report(s) are late. |
| 8 |
| Testing |
| 3.23: Testing |
| Ensure that User Acceptance Test environment is operational 7 am – 7 pm ET, 6 days/week (Monday- Saturday) and extended hours when requested by SCDHHS during the UAT period of the Contract. |
| Service availability |
| $500 per hour for disruptions in the User Acceptance Test Environment during the hours in the identified performance standards. |
| 9 |
| Access and Delivery – Client Support |
| 3.17.2 Availability Management |
| Changes or upgrades to any part of the system that will affect worker’s or providers ability to check in or check out must occur between 9 pm and 5 am eastern time, unless a different time is agreed upon by both parties. |
Contractor must notify providers and SCDHHS staff by email at least twelve
(12) hours prior to any scheduled maintenance.
| Transmission Details and date and time on email notifications. |
| $500 per hour outside of the acceptable maintenance window that changes or upgrades affect the ability to check in or check out. |
$100 per hour that scheduled maintenance occurs prior to the twelve (12) hour notification.
| 12 |
| Access and Delivery – Client Support |
| 3.25 Training |
| Contractor must provide a training environment beginning thirty (30) calendar days prior to UAT and continue it through the Operations Phase for use by providers of all EVV services and SCDHHS employees. |
| Observation by SCDHHS staff |
| $100 per hour with a maximum of |
$500 per business day that a training environment is not available to SCDHHS staff (beginning thirty [30] calendar days prior to UAT).
| 13 |
| Access and Delivery – Client Support |
| 3.25 Training |
| Contractor shall assist SCDHHS and be in attendance with training of providers on the system. These training sessions shall be full-day events held the month prior to the Actual Operational Start. |
Observation by SCDHHS staff of assistance and attendance in the training sessions.
SCDHHS will perform random sampling for monitoring accuracy $1,500 per training session that the Contractor does not attend.
| 14 |
| FM19 Generate Financial Report |
| 3.36.2 Performance Standard Calculations |
| The Contractor shall by the seventh (7th) business day of a month report on the achievement of performance standards for the previous month and identify all performance standards that were not met. |
| Date of actual report receipt against date of required submission |
| $50 per business day that the report is late. |
| 15 |
| CO07 Manage Contract |
| 3.27 Help Desk |
| Record 100% of help desk requests in an electronic tool that supports reporting and ticket management. |
| Contractor shall generate a report to track call log against ticket log. |
| $75 for each help desk request that is not recorded into a tool. |
| 16 |
| CO07 Manage Contract |
| 3.27 Help Desk |
| 90.0% of calls must experience wait times that do not exceed ninety (90) seconds |
| Monthly operational reports |
| $100 for each percent or partial percent of help desk calls per month that exceed a ninety (90) second wait time. |
| 17 |
| CO07 Manage Contract |
| 3.27 Help Desk |
| High Priority: 90% of tickets will begin resolution within one (1) hour of creation or receipt |
Medium Priority: 85% of tickets will begin resolution within one (1) business day of creation
Low Priority: 85% of tickets will begin resolution within seven (7) business days of creation or receipt.
| The percentage of tickets at each priority level that are resolved within the target time specified for each level as reported in Monthly operational reports |
| $75 for each ticket that resolution is not started within the timeframe and threshold stated in the performance standard. |
| 18 |
| CO07 Manage Contract |
| 3.27 Help Desk k |
| Help Desk must provide 24 X 7 technical support for online and batch transactions. |
General support during hours of business operations, 8:00 am to 5 pm ET Monday through Friday except for State holidays
| Contact Center statistics |
| $75 per incident that of online and batch transactions are not supported. |
$75 per hour that general support is not available between 8:00am and 5:00pm ET Monday through Friday except State holidays.
| 19 |
| CO07 Manage Contract |
| 3.17.2 Availability Management |
| Maintain at least ninety-nine-point- nine percent (99.9%) system uptime with the exception of SCDHHS approved maintenance timeframes for production systems. |
| Service availability logs |
| $1,000 per hour or any portion thereof for system unavailability during normal operating schedule. |
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