BEN-25-048 Exhibit N Service Level Agreements.docx
DOCX document 69 KB Posted
- Attached to
- BEN-25-048 SNAP/50
- Solicitation number
- RFP-125291
- Issued by
- Virginia
About this file
This is a Service Level Agreements (SLAs) document for the Virginia Department of Social Services (VDSS) contract BEN-25-048 establishing performance standards and measurement criteria for a Supplemental Nutrition Assistance Program Employment and Training (SNAP E&T) services supplier. The contract requires the supplier to deliver employment and training services supporting SNAP recipients in achieving career objectives through evidence-based innovative practices. Service level measurements commence upon contract execution or commencement of applicable activities, with all SLAs measured every thirty (30) days unless otherwise specified. The document establishes eight specific performance standards covering corrective action plan submission timelines, milestone completion, key personnel notifications, reporting requirements, ad hoc reporting delivery, personnel training verification, program implementation readiness, and progressive remedies for repeated failures. Implementation service levels are measured during the implementation phase, while operational service levels commence upon program operations commencement.
The SLA structure establishes financial remedies payable to VDSS within thirty (30) calendar days of written notice, with amounts withheld from future payments if not remitted by the due date. Specific financial penalties include $1,000 per business day for late corrective action plans or milestone deliverables, $1,000 per occurrence for untimely key personnel notifications, $1,500 per late report submission, and $250 per business day for delayed ad hoc reports. Quarterly training verification reviews are required, and failure to meet the same SLA for three consecutive measurement periods results in treble damages. Upon contract termination, any unpaid remedies must be submitted within thirty (30) days. The document emphasizes that these remedies do not constitute VDSS's exclusive remedy, and the agency reserves the right to require corrective action plans, performance improvement activities, and other contractual remedies in addition to those specified, with the ability to modify SLAs through future contract modifications.
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Text version
Exhibit N – Service Level Agreements (SLAs)
VDSS has established the following Service Level Agreements (SLAs) to measure Supplier performance under the Contract. The SLAs contained in this Exhibit are intended to support successful implementation, administration, reporting, and delivery of SNAP Employment and Training (SNAP E&T) services in accordance with the Contract, Exhibit A – Requirements, and Exhibit H – Statement of Work.
Unless otherwise specified in the table below, any remedies assessed by VDSS shall be due and payable to VDSS no later than thirty (30) calendar days after the Supplier's receipt of written notice of the remedies owed. If payment is not made by the due date, the amount of such remedies may be withheld from future payments due under the Contract without further notice. The Supplier shall be liable for all remedies imposed by VDSS. Any dispute between the Supplier and any subcontractor regarding responsibility for events giving rise to the imposition of remedies shall not relieve the Supplier of its liability for such remedies. Upon termination of the Contract, any unpaid remedies shall be paid to VDSS within thirty (30) calendar days of termination.
Service levels pertaining to implementation of the Services shall begin to be measured upon commencement of the implementation activities identified in Exhibit H – Statement of Work. All other service levels shall begin to be measured upon commencement of the applicable operational activity, unless otherwise specified in the table below. All SLAs shall be measured every thirty (30) days unless otherwise specified in the applicable SLA. When submitting invoices for milestone deliverables, the Supplier shall reflect any applicable retainage or payment provisions required under the Contract. Upon completion of implementation, the Supplier shall submit the applicable final implementation invoice in accordance with the Contract.
In addition to the performance measures contained in this Exhibit, VDSS may negotiate additional performance measures for future Statements of Work or modify the SLAs contained herein through a Contract Modification, as permitted under the Contract.
This Service Level Agreement does not constitute VDSS's sole or exclusive remedy for failure to meet the service level commitments identified below. In addition to the remedies identified in this Exhibit, VDSS may exercise any rights and remedies available under the Contract or at law.
VDSS reserves the right to require corrective action plans, performance improvement activities, or other contractual remedies in addition to any remedies identified in this Exhibit.
Unless otherwise specified, service levels shall be measured beginning upon Contract execution or commencement of the applicable activity, whichever occurs first.
The table below summarizes the applicable Service Level Agreements, performance standards, measurement criteria, remedies, and service level classifications.
| SLA # |
| Performance Standard |
| Measurement |
| Definition |
| Measurement Period |
| % Level |
| Remedy |
| SLA Type |
| 1 |
| Corrective Action Plan (CAP) |
| Actual date the Corrective Action Plan (CAP) is received by VDSS compared to the required submission date established in the Agency's written request. Compliance is achieved when the CAP is received by VDSS within ten (10) business days of the Supplier's receipt of the Agency's written request, unless a different timeframe is specified by VDSS. |
| Upon written request from VDSS, the Supplier shall submit a Corrective Action Plan (CAP) within ten (10) business days, unless otherwise specified by VDSS. The CAP shall identify the deficiency, root cause, corrective actions, responsible personnel, and implementation timeline. |
| Per Occurrence |
| 100% |
| VDSS shall be entitled to a credit of $1,000 per business day for each day beyond the required submission date. |
| Both |
| 2 |
| Timely Completion of Milestones |
| Actual Delivery Date compared to the required Milestone due date identified in Exhibit H. |
| Supplier shall submit all Milestones in accordance with the Milestones, Deliverables, and Epics identified in Section 7 of Exhibit H – Statement of Work. |
| Monthly during Implementation |
| 100% |
| VDSS shall be entitled to a credit of $1,000 per business day beginning on the first day the Milestone is late. |
| Implementation |
| 3 |
| Notification of Key Personnel Changes |
| Supplier notification to VDSS exceeds ten (10) business days. |
| Supplier shall notify VDSS in writing within ten (10) business days of any change to key personnel responsible for implementation, contract management, or program oversight. |
| Monthly |
| 100% |
| VDSS shall be entitled to a credit of $1,000 per occurrence. |
| Both |
| 4 |
| Reporting Requirements |
| Actual report submission date compared to required reporting due date in accordance with Exhibit A – Requirements. |
| Supplier shall submit all reports required by Exhibit A – Requirements in the format and within the timeframes established by VDSS. |
| Monthly |
| 100% |
| VDSS shall be entitled to a credit of $1,500 per report not submitted timely. |
| Both |
| 5 |
| Ad Hoc Reporting |
| Actual delivery date of requested report, data query, or supporting documentation exceeds the required delivery timeframe. |
| Supplier shall provide any report, data query, or supporting documentation requested by VDSS within five (5) business days of written request unless otherwise directed by VDSS |
| Monthly |
| 100% |
| VDSS shall be entitled to a credit of $250 per business day late until the Ad Hoc Report is delivered. |
| Operations |
| 6 |
| Verification that personnel completed all training required by Exhibit A – Requirements and Exhibit H – Statement of Work prior to performing assigned duties. |
| Quarterly review of Supplier-provided training records, certifications, or written attestation demonstrating that personnel responsible for service delivery, reporting, case management, program administration, or oversight completed the training required by Exhibit A – Requirements and Exhibit H – Statement of Work before performing assigned duties. |
| Personnel responsible for service delivery, reporting, case management, program administration, or oversight shall complete all training required by Exhibit A – Requirements and Exhibit H – Statement of Work prior to performing assigned duties. The Supplier shall maintain training documentation and provide training records, certifications, or a written attestation to VDSS upon request to verify compliance. |
| Quarterly |
| 100% |
| Corrective Action Plan required. |
| Both |
| 7 |
| Program Implementation Readiness |
| Completion of all implementation readiness activities identified in Exhibit H prior to Program Operations Commencement. |
| Supplier shall complete all implementation readiness activities and receive VDSS approval before commencing SNAP E&T service delivery. |
| Upon Completion of Implementation Readiness Activities |
| 100% |
| VDSS may withhold acceptance of implementation and delay Program Operations Commencement until the Supplier has successfully completed all implementation readiness activities identified in Exhibit H – Statement of Work. |
| Implementation |
| 8 |
| Progressive Remedies |
| Failure to meet the same SLA for three (3) consecutive measurement periods. |
| Failure to meet any performance standard outlined in this Exhibit for three (3) consecutive measurement periods. |
| Upon third Consecutive SLA Failure |
| 100% |
| VDSS shall be entitled to three (3) times the applicable remedy. |
| Both |
CONTRACT NUMBER BEN-25-048 VIRGINIA DEPARTMENT OF SOCIAL SERVICES PAGE 1 OF 2
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