ESBD_383486_1732715934863_08 - 3202500034 Attachment 8 SLAs.docx

3202500034 - Visual Remote Access Services

Attachment 8 – Service Level Agreements (SLAs) The Successful Respondent shall meet or exceed the following SLAs. If TWC determines that any of the SLA standards are not met for any given calendar month, TWC will provide written notice to the Successful Respondent. This Attachment contains Service Levels the Successful Respondent must meet or exceed for its Technical Solution.

The Respondent must describe the proposed business and technical SLAs for Visual Remote Accessibility, Orientation, and Interpretation Services mobile application or subscription for services and detail how they will meet these SLAs.

Successful Respondent must demonstrate that the Solution is fully operational on the Go-Live date and will continue for ninety (90) calendar days with no Severity 1 defects.

A. SERVICE CATALOGUE

The Successful Respondent will provide the following services to TWC:

· Answer queries about mobile application or subscription for services.

· Receive and document bug reports.

· Collect and document requests for changes.

· Share status of requests.

· Retrieve functionality after abnormal program terminations.

· Complete root cause analysis.

· Fulfill regulatory requirements including, but not limited to, modifying their Visual Remote Accessibility, Orientation, and Interpretation Services mobile application or subscription for services as required to maintain compliance with state and/or federal regulatory changes.

· Enhance run-time efficiency.

· Modify mobile application or subscription for services based on new releases of hardware or software.

· Provide functional, architectural and process improvements as required for the support and maintenance of the Visual Remote Accessibility, Orientation, and Interpretation Services mobile application or subscription for services areas in scope.

· Frequency of help calls by screen.

· Feedback on whether an issue was Texas specific or affected other customers of the Respondent using the Solution.

B. SERVICE LEVEL CREDIT (SLCs) TWC has chosen to address the majority of the after Go-Live risks related to the Successful Respondent’s performance through the following Service Level Agreements and the assignment of Service Level Credits (SLCs). The SLCs described below represent the projected financial loss and expenditures that may occur because of Successful Respondent’s non-performance.

1. If at any time there are amounts payable to the Successful Respondent under the Contract, TWC shall have the right to deduct and/or withhold the amount of any SLC(s) assessed by TWC against the Successful Respondent from the amounts payable to the Successful Respondent.

2. If TWC determines that any of the SLAs are not met for any given month, TWC will provide written notice to the Successful Respondent of its intent to enact the SLCs listed the following month as a credit against the invoice.

Each SLA is measurable and associated with a financial Service Level Credit (SLC) if not met.

Service Level Credit - A deduction from the Successful Respondent’s monthly invoice expressed as a percentage of the agreed upon service delivery fee for the month in which an SLA was not met.

C. REPORTING

The following processes will be used to manage the mobile application or subscription for services:

1. Monthly Status Report The Successful Respondent must maintain a full inventory of every incident reported by TWC by telephone or portal.

The Successful Respondent must provide a monthly report showing the Service Level Metrics by Incident Level for the Calendar Month and a rolling Report since AoC. The overall summary must include the following:

a. Mobile application or subscription for services status;

b. On-going activities;

c. Completed tasks;

d. Upcoming milestones and releases;

e. Bug fixes;

f. Risk identification and mitigation plan;

g. Action items across different application areas; and

h. Recurring user training issues and whether the issue is on Texas-specific customization or affected other customers of the Respondent using the Solution.

2. Quarterly Review Meeting A quarterly review meeting will include the following:

a. The SLA will be reviewed with the IT Contract Manager involved and an Amendment will be created if required;

b. Review process will be through teleconference or face-to-face meeting session which will be scheduled in advance;

c. Review document prepared monthly by Successful Respondent will include overall project status, issues list, metrics reporting, supporting reasons for metrics deviation, and items that need adjustment within SLA(s) (e.g. scope, metrics, etc.); and

d. SLA changes will be tracked by version number and date.

4. Reporting Service Levels

D. USER SUPPORT AND PROBLEM CORRECTION AFTER IMPLEMENTATION

The following procedures will be used to respond to problems that are received by the Successful Respondent’s help desk. A problem is defined as an unplanned system event which adversely affects the mobile application or subscription for services processing or mobile application or subscription for services deliverables.

Measurement period for User Support and Problem Correction SLAs is a calendar month. For example, if an SLA is not met during the month of April, one SLC deduction (as outlined in the SLA associated with that service) will be applied to the invoice for the month of April, and if it is not met for the month of May, an additional SLC deduction will be applied to the invoice for the month of May.

1. Prioritization Approach Service requests for problems received by the help desk will be given a Severity Code from 1 – 4 based on how important responding to the problem is to the primary business of TWC, as well as the availability of workarounds. The Severity Code will be the basis for scheduling work on the backlog and assigning resources to the request.

Incident Severity Levels

Severity 1 (Code Red) Severity 2 (Critical) Severity 3 (High) Severity 4 (Medium)

Workaround [this carries the heaviest weighting of the characteristics for Severity 1 and 2]

Work Outage

Number of Clients Affected

Business and Financial Exposure

2. Response and Resolution Times Severity codes are used to determine appropriate response and resolution times. Response and resolution times are measured from when the incident is opened by the help desk. If the problem is not resolved within the defined timeframe, continuous effort will be applied until the problem is resolved. Verification must be completed by the Awarded Vendor within thirty (30) minutes of the reporting of the incident.

Response

a. Initial Response is when a ticket is opened and acknowledged by help desk staff.

b. Estimation Response is when the user that logged the ticket is informed of an estimated resolution time. This response includes the time for root cause analysis.

c. Subsequent Responses is the frequency with which the user that logged the ticket is updated on the resolution status.

d. Resolution is the point at which the problem is resolved, and the mobile application function or subscription for services is returned to a usable and available state.

3. Application Function Type The table below provides a brief definition of critical, important, and supportive application functions.

4. Response and Resolution Service Levels

a. End user satisfaction is the rating provided by users after the problem they logged is resolved.

b. Problem backlog is the maximum number of unresolved problems.

c. Problem aging tracks unresolved problems that are older than sixty (60) calendar days.

The following table summarizes the Service Level Credits for incident resolution:

5. Mobile Application or Subscription for Services Availability Availability is defined as the ability of an end user to access and execute any of the included mobile application or subscription for services functions from a functioning workstation and live network connection. For the mobile application or subscription for services to be available, all its supporting systems must be operational.

Any outages must be scheduled and approved by the TWC at least two (2) weeks in advance unless there is an emergency.

The following table summarizes the Service Level Credits for application availability:

For purposes of this SLA, a portion of a percentage below the required level will be considered a full percentage point below the required level.

F. PROCESS AND IMPROVEMENT

The Successful Respondent will help TWC to improve its mobile application or subscription for services and mobile application or subscription for service maintenance processes over time, in line with TWC’s program goals and strategy. As Successful Respondent gains increased mobile application or subscription for services and program knowledge, it is expected that Successful Respondent will help TWC to plan the better use of applications to meet program goals.

There are no SLAs associated with Process and Improvement.

G. KEY METRICS FOR CLOUD SECURITY MODELS

The Successful Respondent must describe the Key Security SLA metrics for their Visual Remote Accessibility, Orientation, and Interpretation Services mobile application or subscription for service for their proposed cloud model(s). The authoritative sources that are identified and align with the proposed metrics are NIST SP800-53r4, Cloud Security Alliance Cloud Control Matrix v3.01 (CSA), and ISO 27001-2013 (ISO). References to the specific section of each authoritative source are provided with each SLA recommendation for additional guidance.

If Software as a Service:

The Successful Respondent must provide a monthly report showing the Service Level Metrics by Incident Level for the Calendar Month and a rolling Report since AoC, H. MALWARE/VIRUS CONTAMINATION

I. DISASTER RECOVERY SERVICE LEVELS

The following table summarizes the Service Level Credits for Disaster Recovery:

e.g. - 48:55 = $0 e.g. - 52:15 = $20,000