ESBD_394762_1739204850280_Att. L - Service Level Agreement Digital License Plates.docx

Attachment L TxDMV Contract No. 608-25-57034 Attachment L Service Level Agreement

This Service Level Agreement (“SLA”) between Contractor and TxDMV identifies the service levels Contractor will provide under the Contract.

A. SLA Review

Contractor will initiate a review of this SLA with TxDMV within 30 days after the Contract Effective Date. A representative of either Party may submit a written request for review of the SLA at any time during the Contract term. TxDMV will review Contractor’s SLA performance annually. Any revisions to the SLA will be effective only upon execution of a bilateral Contract Amendment or Purchase Order Change Notice, as applicable, documenting any SLA change(s).

B. Contractor Solution Operation and Support

The Contractor Solution (Contractor System, Interface, and DLP) must maintain an Uptime Percentage of 99%, 24 hours per day, seven (7) days per week, 365 days per year, excluding scheduled maintenance. Interface monitoring must be performed by Contractor at minimum, 24/7, 365 days per year, 7:00 a.m. to 12:00 a.m., Central Time, excluding federally recognized holidays. After hours support may be initiated by either Party as noted below in the First-Line Contacts list documenting support contacts.

Upon Deployment and through Contract expiration or termination, Contractor will provide maintenance and support services for and related to the Contractor Solution. The following services must be provided during the Contract Term.

1. Maintain and support the Contractor Solution in accordance with the Contract;

2. Maintain integration, support, and maintenance of external databases and dependent systems;

3. Implement planned maintenance processes;

4. Implement incident response processes; and

5. Monitor performance of and report on performance of the Contractor Solution and the services required by this SLA.

C. Contractor Solution Post Deployment Obligations

1. Scheduled Maintenance Report: Provide report(s) to TxDMV detailing planned maintenance activities and successfully implemented changes to the Contractor Solution.

2. Contractor Solution Maintenance and Updates: Contractor will provide maintenance and updates, including modifications, fixes, and configuration changes, to address Contractor Solution functionality issues hindering TxDMV's or the Contractor’s normal business operations, or Customer’s use of DLPs, caused by the Contractor Solution. Contractor must perform regularly scheduled Contractor Solution maintenance after business hours. Email reminder notifications regarding scheduled maintenance must be sent by Contractor to TxDMV and all Customers. Contractor must coordinate scheduled Contractor Solution maintenance and any required Contractor Solution updates with TxDMV, including TxDMV approvals prior to scheduled maintenance and updates, and provide monthly status reports regarding maintenance and updates, if requested by TxDMV.

3. Support.

a. Correct problems associated with Contractor Solution downtime (as per Contract specifications and resulting from implementation of the Contractor Solution), or within a reasonable period, as determined by TxDMV, if not specified.

b. Assist TxDMV in rectifying technical errors caused by TxDMV personnel.

c. Coordinate with the TxDMV Contract Representative and ITSD for infrastructure-related issues not caused by the Contractor Solution.

d. Provide a tracking process for TxDMV and Customers who report problems with the Contractor Solution.

e. Provide to TxDMV, a database of technical information regarding the Contractor Solution.

D. Service Level Requirements for Contractor Solution Support Contractor will ensure timely resolution of service incidents and outages affecting internal or external stakeholder operations or DLP functionality problems affecting Customer’s use of DLPs. Contractor must address any disruptions to the Contractor Solution as a result of Contractor Solution related functionality issues to maintain expected performance levels in accordance with the severity levels below. Contractor will ensure the Contractor Solution remains responsive, enabling uninterrupted workflow and data transfer, and swift remediation of any Contractor Solution related issues posing a threat to the Contractor Solution or TxDMV’s technical infrastructure. All TxDMV and Customer reported problems or incidents with the Contractor Solution must be recorded and tracked by Contractor. Contractor will adhere to SLA measures for response and resolution times identified below.

Table Resolution Time - Service Level Measures

Table Resolution Medium

Response and Resolution Time (Severity Level 1-5)

Severity Level 1: During critical situations, when any part of the Contractor Solution renders the Interface non-functional or DLP services inaccessible to Customers, the Contractor's support team must promptly acknowledge TxDMV's resolution request. Critical issues, such as MIRT bridge calls, must be initiated within one (1) hour, with resolution targeted within four (4) hours by Contractor, and a maximum Response Time of two (2) hours to requests by either TxDMV or Customers. If more time is required, Contractor must notify the TxDMV Contract Representative and seek approval for an extension.

Severity Level 2: Instances where a critical Interface component(s) has significant outages and/or failure, precluding its successful operation; the Interface is operable but is severely restricted (for example, a frequently used subcommand gives an incorrect response), impairing its successful operation; and instances where the DLP Display information is not able to be updated for Customers, but the DLP display is otherwise fully functional. In such scenarios, the Contractor's support team must promptly acknowledge TxDMV's or Customer’s resolution request. If required by TxDMV, the Contactor must respond to TxDMV's resolution request within one (1) hour. Regarding high-priority Issues, Contractor must respond within two (2) hours with resolution within eight (8) hours for Severity Level 2 problems. Should additional time be necessary for resolution, Contractor must notify the TxDMV Contract Representative and seek approval for an extension.

Severity Level 3: A minor problem exists with the Interface, but connectivity is still functional and some circumvention may be required to provide service (for example, an infrequently used subcommand gives an incorrect response). A minor problem exists with DLPs, but the connectivity is still usable for DLP updates and some circumvention may be required to provide service to Customers. The Contractor's support team must promptly acknowledge TxDMV's or Customer’s resolution request. If required by TxDMV, Contractor must return TxDMV's or Customer’s resolution request within four (4) hours for Medium-Priority Issues and resolve Severity Level 3 problems within 24 hours. If additional time is necessary, Contractor must notify the TxDMV Contract Representative and seek approval for an extension.

Severity Level 4: A minor issue exists or an inquiry not impacting any component of the Contractor’s Solution, such as poorly worded or misspelled text in a message or display on a DLP. The Contractor's support team must promptly acknowledge TxDMV's or Customer’s resolution request upon receipt. If necessary, Contractor must respond to TxDMV's resolution request within one (1) Business Day. Severity Level four (4) issues must be addressed as promptly as possible. For low-priority issues, Contractor must provide a response within eight (8) hours and provide a resolution within 48 hours. Should more time be necessary, Contractor must notify TxDMV and obtain approval for the delay.

Severity Level 5: For general TxDMV Application(s) support or help desk inquiries not addressed by the severity level descriptions mentioned above, the Contractor's support team must promptly acknowledge TxDMV's or Customer’s resolution request upon receipt. If necessary, Contractor must respond to the resolution request within five (5) Business Days.

E. Contractor Solution Support Performance Definitions

1. Response Time: Measure of time it takes for the Contractor’s support team to acknowledge an issue or resolution request after it is reported.

2. Resolution Time: Measure of time it takes for the Contractor’s support team to resolve an issue or fulfill a resolution request.

3. Uptime Percentage: Calculation of the percentage of time the Contractor Solution is available and operational, excluding planned maintenance.

F. Additional Service Level Requirements for Maintenance and Support

1. All service requests, support provided, and resolutions under the SLA must be tracked and reported monthly by Contractor to TxDMV.

2. Contractor will conduct any required Contractor Solution maintenance and any required updates after normal business hours (8:00 a.m. – 5:00 p.m., Central Time) and for a period not to exceed four (4) hours at any time, unless expressly approved in writing by TxDMV. System maintenance and updates must be coordinated with TxDMV’s VTR Division and ITSD staff.

3. RTS maintenance and updates will be coordinated by the TxDMV Contract Representative and Contractor.

4. If TxDMV finds that Contractor has made errors in completed maintenance Deliverables such that the Deliverables do not meet Acceptance Criteria, Contractor must make revisions as necessary and apply them by the end of the Business Day in which the errors were identified.

5. If TxDMV finds that Contractor has made errors in completed maintenance Deliverables such that the Deliverables do not meet Acceptance Criteria and these errors impact TxDMV’s ability to effectively perform business functions, or impact Customer’s use of DLP(s), Contractor must make revisions immediately and apply them to the appropriate components of the Contractor Solution within the shortest time frame possible, given the nature of the errors, and as negotiated with TxDMV.

G. TxDMV’s Duties and Responsibilities

1. Reporting problems to the problem reporting contacts listed in this SLA.

2. Scheduling in advance all service-related requests and other special services with Contractor.

3. Maintain a shared drive with Contractor that provides detailed documentation regarding Contractor’s Interface specifications and updates to Contractor’s Interface.

4. Making TxDMV representative(s) available to resolve a service-related incident or request.

5. Communicating with Contractor when testing and/or maintenance may cause problems that could interfere with TxDMV business operations.

6. Maintaining an internal incident and resolution log.

H. Contacts for Maintenance and Support Requests

Updates to this list of first-line contacts for maintenance and support services may be changed by either Party without the need for a Contract Amendment or Purchase Order Change Notice. All known problems or incidents that exceed the Response Time will be escalated to the escalation contacts identified below.

Name: <XX> Title: <XX> Phone: <XX> Email: <XX> Attn: Digital License Plate Contract Monitor Phone: (512) 465‐5613 Email: DigitalLicensePlates@txdmv.gov

Name: <XX> Title: <XX> Phone: <XX> Email: <XX> Attn: TxDMV ITSD Phone: <XX> Email: <XX>

Name: <XX> Title: <XX> Phone: <XX> Email: <XX> Name: <XX> Title: <XX> Phone: <XX> Email: <XX>

Name: <XX> Title: <XX> Phone: <XX> Email: <XX> Name: <XX> Title: <XX> Phone: <XX> Email: <XX>