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
The document is a Service Level Requirements (SLR) attachment related to the Texas Department of Licensing and Regulation's (TDLR) Legacy Systems Replacement Project. The SLR outlines performance measures, targets, and service level credits for critical service areas such as reporting, incident resolution, root cause analysis, system availability, disaster recovery, and security incident notification. The contract opportunity is for a comprehensive, cloud-based licensing and regulatory software solution, associated implementation, maintenance, and related services. The contract covers jurisdictions in Travis County and the City of Austin, Texas.
The SLR specifies requirements for 99.9% system availability, 48-hour Recovery Time Objective, 1-hour Recovery Point Objective, and TX-RAMP Level 2 certification. Service level credits of up to 5% of the monthly invoice may be assessed for missed critical service levels. The contract has an undefined term, and the pricing structure and funding details are not provided in the SLR.
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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
File details come from the government source that posted it. Updated .