CTR05538_NextGen_Communications_-_New_Service_Level_Agreements.pdf

Additional Service Level Agreements

Contract No. CTR055838

Contract Name: Emergency Services Internet Protocol Network (ESInet) and Next

Generation Core

NG9-1-1 Service NGCS Log Retrieval and Provisioning Tool Availability

a. Description

This SLA measures whether the required NG9-1-1 Service logging data is being collected and whether the provisioning tools for modifications to 9-1-1 emergency number routing are available.

b. SLA

NxGnCo’s NG9-1-1 Service will operate such that each function, process or device will be able to log transactions and/or events such that logging data, inclusive of industry standard operational logs for network equipment and call detail records (CDRs) for NGCS functional elements, is available for trouble investigation or inquiry while in an operational state. If NxGnCo is able to recreate the log information from other sources, this will not be considered an SLA violation.

The SLA also measures the availability of provisioning tools that may affect 9-1-1 emergency number routing decisions. If NxGnCo has notified all impacted PSAPs of a provisioning tool compromise and is able to make requested provisioning changes without the affected tool, this will not be considered an SLA violation.

c. Measurement

The logging performance data is considered to be available if NxGnCo is able to produce records required to complete an incident investigation or to satisfy a Customer request, which provides details or with respect to industry standard operational logs for network gear and individual call logging for NGCS functional elements of the NG9-1-1 Service to/from the OSP and the NG9-1-1 Service to/from the PSAP CHE Host. The calculation is the count of incident investigations or Customer requests where functions, processes or devices have incomplete logging data, inclusive of industry standard operational logs for network gear and CDRs for

NGCS functional elements.

The provisioning tools are considered to be available if an Arizona PSAP is able to access all the functions of the tool.

d. Credits

If NxGnCo is unable to produce the logging data as required for an incident investigation or in response to a Customer request for data or CDRs for a 9-1-1 call, this will be considered a violation of this Service Level Agreement.

If a PSAP is unable to access the provisioning tool functions and NxGnCo has not notified all affected PSAPs of the compromised functionality and made an acceptable alternative available to such affected PSAP, this will be considered a violation of this Service Level Agreement.

In such events, NxGnCo shall apply a Service Level Credit in the amount of $1,125 per impacted PSAP for each Incident investigation or Customer request where records were not able to be produced, or a provisioning tool function was unavailable when required during the calendar month.

For greater clarity, if an event leads to a violation of both the NG9-1-1 Service NGCS Log

Retrieval and Provisioning Tool Availability and SLA #5 of Appendix 5: Service Level

Agreements within the Master Project Plan, the penalties for SLA #5 shall be applied, and the penalties for NG9-1-1 Service NGCS Log Retrieval and Provisioning Tool Availability will not be applied.