B-53745 Attachment A Service Level Agreement v.4.16.2026.pdf
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- Solicitation number
- 27-448DOIT-ADMIN-B-53745
- Issued by
- Illinois
About this file
This is a Service Level Agreement (SLA) attachment for the Illinois Department of Innovation and Technology's JPMC Telecom Modern Voice Services contract (B-53745). The agreement establishes performance standards and remedies for voice service disruptions provided to the JPMC entity. Voice service disruption is defined as loss or degradation of service resulting from failures, problems, or unscheduled maintenance of the vendor's services or partner services, excluding disruptions caused by infrastructure or facilities under control of the JPMC entity itself, such as power outages or JPMC CPE equipment failures. The vendor must provide monthly SLA reports aligned with the monthly billing cycle, with service disruption measurements calculated from the time disruption is detected by either the vendor or JPMC entity (whichever occurs first) through service restoration verification using automated system timestamps.
Service credits are automatically applied to the next month's bill without requiring a request from the JPMC entity; however, if the vendor fails to apply the credit and the entity must request it, the credit percentage increases by 10%. The SLA establishes a tiered credit structure based on disruption duration: disruptions of less than one hour receive no credit; one to four hours receive 10% of the monthly recurring charge (MRC); four to twelve hours receive 20% of the MRC; twelve to twenty-four hours receive 50% of the MRC; and disruptions of twenty-four hours or greater receive 75% of the MRC. Multiple disruptions are calculated independently per circuit or service and could total 100% of MRC if multiple interruptions occur in a billing cycle. Additionally, if multiple disruptions of less than one hour cumulatively exceed one hour within a two-month billing cycle for the same voice service, the appropriate service credit applies to the total cumulative disruption.
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Illinois Department of Innovation and Technology
B-53745 JPMC Telecom Modern Voice Services
Attachment A Service Level Agreement (SLA)
SLA Objective: Voice Service disruption is defined as loss or degradation of service resulting from a failure in, problem with, or unscheduled maintenance of the Vendor’s services, or services of any partners contributing to the Vendor’s services provided to the JPMC entity. Service disruption caused by infrastructure or facilities under control of the JPMC entity are not subject to service disruption service credits provided by the Vendor. For example, power outages at the JPMC entity’s facilities or disruption caused by JPMC CPE equipment, etc.
Service Credits shall automatically be reflected and applied to the next month’s bill and do not require a request for credit from the JPMC entity. If the Vendor fails to apply the service credit for a service disruption on the next monthly bill and the JPMC entity has to request the service credit, the percentage of credit increases by 10%.
SLA Measurement: The time-period of a service disruption for purposes of determining service credits to be applied is defined as starting when a disruption is detected by the Vendor or the JPMC entity
(whichever occurs first) and the time service restoration is verified by Vendor or JPMC entity using automated systems timestamps.
SLA Reporting Period: The Vendor will provide monthly reports for Voice Services per the SLA in alignment with the monthly billing cycle. Any applicable Service Credits will be applied to the MRC for specific Voice Circuits on each invoice as defined by the SLA.
SLA Non-Compliance: SLA Non-Compliance will result in service credits. The amount of the credit is determined by the number of times service is interrupted and the length of outage for each circuit or service during a monthly billing cycle. The chart below indicates what percentage of the monthly MRC will be credited for each service disruption. Each interruption is calculated independently for each circuit or service and could be as much as 100% of the MRC, if more than one interruption occurs. If multiple service disruptions of less than 1 hour for Voice Services occur within a two (2) month billing cycle and the disruptions cumulatively exceed one (1) hour during the billing cycle, the appropriate service credit will apply for the total cumulative service disruption for the same Voice Service during the billing cycle.
Service Credits Chapter 3 Voice Service Disruption Duration Credit Applied
Less than 1 hour None
At least 1 hour, but less than 4 hours 10% of MRC
At least 4 hours, but less than 12 hours 20% of MRC
At least 12 hours, but less than 24 hours 50% of MRC
24 hours or greater 75% of MRC
File details come from the government source that posted it. Updated .