ESBD_371873_1723662378820_Attachment B. Service Level Agreements (SLAs)_Service Level Requirements.xlsx
XLSX spreadsheet 49 KB Posted
- Attached to
- Legacy Systems Replacement Project
- Solicitation number
- 452-24-BLC020
- Issued by
- Travis County, Austin City, Texas
About this file
This document is the Service Level Requirements (SLR) Attachment B for the Texas Department of Licensing and Regulation (TDLR) Legacy Systems Replacement Project. It outlines the service level agreements (SLAs) and requirements for the contractor providing the legacy system replacement services. The SLRs cover areas such as reporting performance, incident resolution time, root cause analysis, system availability, disaster recovery, and security incident notifications. Each SLR includes a description, service measure, performance metric, performance target, formula, measurement period, reporting period, measurement method, and whether it is a critical or monitored service level. The contractor will be subject to service level credits of up to 5% of the monthly invoice for each critical SLA that is missed.
The document also specifies that the contractor's cloud solution must achieve and maintain TX-RAMP Level 2 certification, which is a cloud security certification program required for the state of Texas. Overall, the SLRs are designed to ensure the legacy system replacement services meet the TDLR's performance, availability, and security requirements.
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Text version
Title Page
| Texas Department of Licensing and Regulation (TDLR) |
| Legacy Systems Replacement Project |
| Attachment B. Service Level Requirements (SLR) |
Service Level Requirements
| ID | SLR Tower | SLR Type | SLR Name | SLR Description | Service Measure | Performance Metric | Performance Target | Formula | Measurement Period | Reporting Period | Measurement Method | Critical or Monitored | Service Level Credit % of Monthly Invoice for each Critical Service Level Miss |
| SLR-1 | Cross Functional | Reporting | Performance Management Reporting | Report that measures the overall effectiveness of the services provided by the supplier, including Critical SLAs missed and KPIs missed | Schedule Adherence | Provision of reports within the defined timelines in of the Agreement | 100% | [Number of agreed actions that are completed within the target dates] |
| [The total number of agreed actions in the Measurement Period] | Monthly | Monthly | TBD | Critical | 5% | ||
| SLR-2 | Cross Functional | Incident Resolution Time | Resolution | Time to restore the functionality of systems, through addressing the root cause or implementing a workaround | Time to Resolve | Defect Level 1: ≤ 2 hours |
Defect Level 2: ≤ 4 hours Defect Level 3: ≤ 48 hours Defect Level 4: ≤ 120 hours Defect Level 1: ≤ 2 hours 95% of the time Defect Level 2: ≤ 4 hours 95% of the time Defect Level 3: ≤ 48 hours 95% of the time Defect Level 4: ≤ 120 hours 95% of the time [Number of defects that met SLR]
| [The total number of defects in the Measurement Period] | Monthly | Monthly | TBD | Critical | 5% | ||||
| SLR-3 | Cross Functional | Root Cause Analysis (RCA) timing | Root Cause Analysis - For Defect Level 1 and Defect Level 2 and as requested | Percentage of Root Cause Analysis published within the identified time frame | Time to Report | Within 5 days of reported failure or as agreed by TDLR | 98% | [Number of instances within Performance Target] |
[Total number of instances during Measurement Period] = “Percent (%) Attained”
| For Incidents due to change — Measure every 4 weeks | Monthly | Monthly | TBD | Critical | 5% |
| SLR-4 | Solution | Availability | Uptime/Availability SLR Overall System Availability | Percentage of actual uptime with planned uptime for the application |
| Note: Scheduled Downtime is limited to ≤4 hours down time per month. Therefore any Scheduled Downtime that goes beyond 4 hours will count as the Solution being unavailable | Availability of New Licensing System | Sun-Sat, 0000-2400 | 99.9% | [Availability (%) = 100% — Unavailability (%)] | |
| Where Unavailability is defined as: (sum outage duration x 100%) ÷ (schedule time — planned outage) | Weekly | Monthly | TBD | Critical | 5% |
| SLR-5 | Solution | Recovery Time Objective (RTO) and Recovery Point Objective (RPO) | Recovery Time and Data Recovery | RTO: Ability to recover the systems in the event of a disaster, with all systems functional and effectively working. |
| RPO: Amount of data lost in the event of a disaster. | Recovery Time and Data Recovery | Recovery Time and Recovery Point | RTO: ≤48 hours |
| RPO: ≤1 hour | RPO: Tool supplied by the service provider which monitors data copying time |
| RTO: RTO: Manual observation (start time of DR exercise/event; end time when all systems in group are available) | Designated recovery period following a disaster | Within 6 hours of disaster or outage. | TBD | Critical | 5% | ||||
| SLR-6 | Solution | Security Incident | Security incident notification within agreed timing | Percentage of notifications communciated within identified timeframe | Notification received by TDLR within 12 hours of a security incident | Notification | 100% | [Number of notifications of security incident] |
| [Total number of security incident] | Annually | Annually | TBD | Critical | 5% | |||||||||
| SLR-7 | Solution | TX-RAMP Certification | TX-RAMP Level 2 Certification | Cloud Security Certification | Achieving and Maintaining TX-RAMP Level 2 Certification | Level 2 TX-RAMP Certification | 100% | Texas Risk and Authorization Management Program Certification Level 2 | Annually | Annually | Listing of Contractor's solution on Texas Dept of Information Resources' TX-RAMP Certified Cloud Products list | Critical | 5% |
&"Arial,Regular"RFO No. 452-24-BLC020 Attachment B.1 - Service Level Requirements
&"Arial,Regular"&K000000Page B.1.&P
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