ATTM 023.pdf

ATTM 023 SERVICE LEVEL AGREEMENTS

ID Name Description Performance Measure

Performance Metric

Monitoring Frequency

Liquidated Damages

1 System Availability

The Medical Clinical Data Exchange (MCDE) system must be fully operational and accessible twenty-four (24) hours a day, seven

(7) days a week, excluding planned downtime for upgrades or scheduled maintenance, at a minimum monthly uptime of ninety-nine-point nine percent (99.9%).

System Availability = [Uptime outside of scheduled maintenance] ÷ [Minutes in the month not including schedule maintenance] X

Planned downtime must occur on an approved scheduled basis as agreed-upon by the Contractor and SCDHHS. The Contractor must notify Contributors, Subscribers, and the SCDHHS representative(s) by email monthly of any scheduled maintenance. If the Contractor needs to revise the schedule, the Contractor must notify SCDHHS for approval.

Any planned downtime for changes or upgrades to any part of the system will be excluded in the calculation for availability. Furthermore, the Contractor is not responsible for loss of degradation of system access for reasons beyond Contractor's control, such as SCDHHS network outages or SCDHHS performance issues, or problems that arise in SCDHHS infrastructure.

Availability

Timeliness

Percent (%)

Count

Monthly

Monthly

No damage assessment for 99.9%

- 100.0% uptime.

$2,500 for 99.5% - 99.8% uptime.

$5,000 for 99.0% - 99.4% uptime.

$10,000 for 98.0% - 98.9% uptime.

$20,000 for ≤97.9% uptime.

$1,000 per occurrence of unplanned downtime.

2 Notifications System Performance

Performance times for events received from Contributors to the MCDE system shall be less than eight (8) seconds, ninety-nine-point-zero percent (99.0%) of the time.

Performance times between receipt of an event notification by the MCDE system and publishing the event notification to Subscribers shall be

Reliability Count Monthly $3,000 for 1 of the 4 tests not meeting the required response timing.

$6,000 for 2 of the 4 tests not meeting the required response timing.

less than five (5) seconds, ninety-five-point-zero percent (95.0%) of the time.

Contributors to the MCDE system: Interval response times defined as time between when an event is received by the MCDE system from a Contributor and a response/acknowledgement is delivered by the MCDE system. If a protocol does not require a response, the time will be measured based on a system timestamp identifying when the event notification has been fully received successfully.

MCDE system to Subscriber: Interval response times defined as time between when an event has been fully received from a Contributor, prepared for delivery to relevant Subscribers, and successfully published to Subscribers.

System Performance is measured by predefined sample (that is defined and agreed upon by SCDHHS and the Contractor within the System Deployment Plan - Technical Deliverable) measuring timestamp data as defined from the time that the request packet reaches MCDE system to the time that response packet exits the MCDE system.

Four (4) performance test shall be conducted on each occasion, with equal duration, previously “agreed upon by SCDHHS and Contractor”.

$12,000 for 3 or more tests not meeting the required response timing.

3 Data Transmission Accuracy

The Contractor must ensure that all data transmitted to Subscriber systems is delivered without inconsistency, corruption, or mismatch.

Accuracy Occurrence Monthly $5,000 per occurrence of data inconsistency, corruption, or mismatch.

4 Data Security All protected health information (PHI) data must be encrypted at rest and in-transit per Security and Privacy contract standards.

Reliability Occurrence Monthly $10,000 per occurrence of unencrypted PHI transmission or control failure, plus the cost of any penalties applied on SCDHHS by State or Federal governments.

5 Critical and Major Incident Resolution

Contractor shall notify SCDHHS of and resolve Incidents as follows:

Critical Incident: An outage with severe security, financial or productivity implications to the solution users where there is no workaround (a Critical Incident) caused by the Contractor and their Subcontractor(s).

Major Incident: An event causing disruption to the solution users or SCDHHS business where there is no alternative workaround, with major material negative productivity or financial implications to the SCDHHS, caused by the Contractor and their Subcontractor(s).

Critical and Major Incident identification and resolution must occur on a 24/7 basis.

Timeliness

Minutes, Hours, Days – as defined

As Applicable

Critical Incident: $5,000 per occurrence the Contractor does not notify SCDHHS of the incident within thirty (30) minutes or if the incident is unresolved or an agreed-upon plan for resolution is not provided within two (2) hours.

The Contractor will be liable an additional $1,000 per hour beyond the defined notification or resolution window.

Major Incident: $2,500 per occurrence the Contractor does not notify SCDHHS within one (1) hour of the incident or if the incident is unresolved or an agreed-upon plan for resolution is not provided within one (1) calendar day. The Contractor will be liable an additional $500 per hour beyond the defined notification or resolution window.

6 Disaster Recovery

On the occurrence of a disaster, the Contractor shall implement its Disaster Recovery (DR) procedures to restore all services and data as follows:

Recovery Time Objective (RTO): The Contractor shall restore all essential MCDE Services within four (4) hours of a declared disaster, regardless of the time the incident occurred.

Recovery Point Objective (RPO): The Contractor shall ensure DR procedures maintain a RPO of one (1) hour for no data loss, and data consistency be maintained one hundred percent (100%) of the time.

Timeliness & Accuracy

Occurrence

As Applicable

RTO: $10,000 per hour or fraction thereof beyond the 4-hour window to achieve RTO.

RPO: $25,000 per occurrence of failure to achieve RPO, regardless of the volume of data lost.

7 Help Desk The Contractor must provide and staff a Help Desk accessible via telephone, email, and the internet. The Help Desk must be available one

Availability Percent (%) Monthly $2,000 per occurrence of any single missed Help Desk service level per monthly reporting period.

hundred percent (100%) of the time during the hours of 8:00 AM to 5:00 PM ET, Monday through Friday, excluding approved holidays.

Performance standards for the Help Desk are as follows:

Call Response Rate (CRR): Eighty percent (80%) of all calls received during Help Desk business hours must be answered by a live customer service representative (CSR) within thirty (30) seconds.

CRR = (Calls answered within thirty (30) minute or less / Total number of calls received) * 100

First Contact Resolution (FCR): Seventy-five percent (75%) of all customer contacts made within the reporting month must be resolved on the first contact.

FCR = (Total number of call resolved on first attempt (not transferred) / Total number of calls received) *100

Call Abandonment Rate (CAR): The percentage of calls to the Help Desk in which the caller disconnects prior to the call being answered by a live CSR shall not exceed an average of eight percent (8%) per month.

CAR = ((Number of calls received – Number of calls handled) / Number of calls received) * 100

Ticket Resolution: The Contractor shall resolve support tickets in accordance with the resolution time targets defined below:

High Priority: Ninety percent (90%) of tickets will begin resolution within one

(1) hour of creation or receipt.

Medium Priority: Eighty-five percent (85%) of tickets will begin resolution within one (1) business day of creation or receipt.

Low Priority: Eighty-five percent (85%) of tickets will begin resolution within five (5) business days of creation or receipt.

8 Key Personnel The Contractor must ensure all Key Personnel commitments defined in the Contract are not changed without prior approval from SCDHHS, unless the change is beyond the Contractor’s control.

The Contractor must provide SCDHHS with a written notice at least thirty (30) calendar days prior to vacancy.

Replacement of Key Personnel must be filled within forty-five (45) calendar days of vacancy, with weekly recruitment updates to SCDHHS, unless SCDHHS approves a longer period.

The Contractor shall submit the proposed replacement’s resume and credentials to SCDHHS for review and approval within five (5) business days of intent to make an offer. Any replacement of Key Personnel, temporary or permanent, must possess qualifications equal to or greater than those of the individual being replaced as determined by SCDHHS in its sole discretion.

Timeliness Days As Applicable $5,000 per unauthorized change of Key Personnel.

$1,000 per calendar day beyond the 45-calendar day window for delay in replacement without SCDHHS approval for extension.

9 Mandated Reporting

The Contractor must provide SCDHHS with timely and accurate monthly reporting as defined within the Contract, detailing SLA compliance. Reports shall be delivered by the seventh (7th) business day of the month following the reporting month, in a format approved by SCDHHS, or as otherwise defined or agreed-upon.

Timeliness & Accuracy

Days Monthly $1,000 per report that is late, inaccurate, or incomplete.

10 Environment Changes and Documentation

The Contractor must maintain up-to-date documentation, including system, design, user manuals and training materials; as well as functional, technical, and security documentation applicable to the MCDE solution.

Contractor must submit proposed change documentation and release notes related to major version changes to SCDHHS for approval prior to releasing changes to SCDHHS's production environment.

Contractor must provide SCDHHS written detail of any new functionality that adds, changes, removes, or otherwise impacts users or functional, technical, or security functions required by this Solicitation, proposed by the Contractor’s proposal response, or otherwise promised to SCDHHS, prior to being moved to Production.

Approval of the written detail should be obtained by SCDHHS no less than fifteen (15) business days prior to functionality release if no CDML is applicable.

Documentation, procedures, user manuals, and similar shall be updated within ten (10) business days of deployment into production, for all environment changes previously approved by SCDHHS.

Timeliness Days As Applicable $5,000 per deployment of change to the production environment that is not pre-approved by SCDHHS in writing at least fifteen (15) days prior to production.

$1,500 per deployment of a change if the documentation is not updated within ten (10) business days of deployment.

11 Contract Deliverables

The Contractor must submit all Deliverables timely and accurately as identified within the Contract or designated or agreed-upon by

SCDHHS.

Timeliness & Accuracy

Days As Applicable $2,000 per business day beyond the required date and an additional $1,000 if the Deliverable is inaccurate or incomplete.