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Texas Office of Court Administration Public Safety Report System
RFO 212-25-0959
Attachment 2-1: Service Level Requirements
RFO 212-25-0959
Attachment 2-1: Service Level Requirements
Attachment 3-1: Service Level Requirements Each Service Level Requirement (SLR) set forth in this document identifies key performance measures that will be used to evaluate the Contractor’s delivery of the Services. The overriding goal in developing SLRs is to support OCA’s desire to manage the Contractor’s Services by monitoring and measuring performance against OCA’s defined SLRs. Unless mutually agreed by the parties, the SLRs and the Service Level Reimbursements set forth in Exhibit 3 (Service Level Agreement) will not be reduced below the levels at which they are set on the Effective Date of the Agreement.
SLR Component Definitions
| ID |
| Unique identifier of the SLR. |
| Name |
| Short name and/or measure description. |
| Performance Metric |
| Service-level performance metric for the work that the Agreement requires the Contractor to perform. |
| Performance Target |
| Measurement of the work that the Agreement requires the Contractor to perform, generally expressed as a percentage. |
| Formula |
| Description of the mathematical formula used to measure the delivery of a Service against the service-level metric. |
| Measurement Period |
| Time during which an SLR is to be measured to determine whether the Contractor has exceeded, met, or not met the target SLR. |
| Reporting Period |
| Period of reporting that the Contractor measures the target SLR. |
| Critical or Monitored |
| Identification if the SLR is either Critical or Monitored. |
Service Level Requirements
| ID |
| Name |
| Performance Metric |
| Performance Target |
| Formula |
| Measurement Period |
| Reporting Period |
| Critical or Monitored |
| SLR-1 |
| Time to Defect Resolution |
| 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 resolved within the applicable time specified in the performance metric] [The total number of defects in the Measurement Period] x 100%
| SLR-2 |
| First Contact Resolution Percentage |
| 80% |
| 100% |
| [Number of User contacts to the service desk during the Measurement Period which are resolved by the initially contacted Service Desk Agent and did not result in a call back] |
[The total number of User contacts during the Measurement Period] x 100%
| SLR-3 |
| Uptime/Availability |
| Sun-Sat, 0000-2400 |
| 99.99% |
| [Availability (%) = 100% - |
Unavailability (%)]
Where Unavailability is defined as: (total outage duration x 100%) ÷ (schedule time -planned outage)
| SLR-4 |
| Recovery Time and Data Recovery |
| Recovery Time and Recovery Point |
| ≤8 hours with ≤1 hour of data loss |
| [Number of instances within Performance Target] |
[Total number of instances during Measurement Period] x 100%
| Designated recovery period following a disaster |
| Periodically throughout the recovery period |
| Critical |
| SLR-5 |
| System Performance |
| User Interface, API, and reporting requests receive server responses within 500ms of the request arriving at the server. |
| 99.9% |
| [Number of requests responded to within 500ms] |
[Total number of requests] x 100%
Performance
| Percentage of expected records successfully summarized from TLETS to the Public Safety Reports |
| 99.5% |
| [Number of records summarized in the public safety reports] |
[Total number of records pulled from TLETS] x 100%
| SLR-6 |
| Time to Notify OCA of Defect Level 1 or 2 |
| <15 minutes |
| 98% |
| [Number of incidents within Performance Metric] |
[Total number of incidents during Measurement Period] x 100%
| SLR-7 |
| Time to Notify end users of Defect Level 1 or 2 |
| <30 minutes |
| 98% |
| [Number of incidents within Performance Metric] |
[Total number of incidents during Measurement Period] x 100%
| SLR-8 |
| Speed to Answer Phone by Service Desk Agent |
| ≤30 seconds |
| 80% |
| [Number of phone calls to the Service Desk during the Measurement Period that are answered by a Service Desk Agent within the Performance Metric] |
[Total number of phone calls to the Service Desk during the Measurement Period] x 100%
| SLR-9 |
| Call Abandonment Rate |
| ≤5% |
| 100% |
| [Number of phone calls to the Service Desk during the Measurement Period that are abandoned from the queue before being answered by a Service Desk Agent] |
[Total number of phone calls that entered the queue during the Measurement Period] x 100%
| SLR-10 |
| E-mail and voicemail response time |
| ≤4 hours |
| 98% |
| E-mail response rate: [Number of e-mails received and [responded to by Service Desk Agent] within the Performance Metric during the Measurement Period] |
[Total number of e-mails received during the Measurement Period] x 100%
Voicemail response rate:
[Number of voicemails received by the voicemail system during the Measurement Period and responded to by a [Service Desk Agent] within the Performance Metric] [Total number of voicemails received by the voicemail system during the Measurement Period] x 100%
| SLR-11 |
| Chat response time |
| ≤30 seconds |
| 98% |
| [Number of chats initiated with the chat system during the Measurement Period and responded to by a Service Desk Agent within the Performance Metric] |
[Total number of chats initiated with the chat system during the Measurement Period] x 100%
| SLR-12 |
| Incident Closure Notice (via e-mail and/or by phone) Time |
| <20 minutes following Incident Resolution |
| 98% |
| [Number of incidents resolved, and service requests completed during the Measurement Period for which a closure notice was provided to the User within the Performance Metric] |
[Total number of incidents resolved and service requests completed during the Measurement Period] x 100%
| SLR-13 |
| Semi-Annual Disaster Recovery (DR) Test |
| Semi-annual test completed, DR test results made available to OCA and accepted by OCA in accordance with the criteria agreed upon by the Contractor and OCA prior to execution of each test |
| 100% |
| [Number of test results accepted by OCA] |
[Total number of instances during Measurement Period]
| Semi-annual |
| Semi-annual |
| Monitored |
| SLR-14 |
| Scheduled Downtime |
| ≤4 hours downtime per month |
| 100% |
| [Monthly outage duration |
- monthly planned outage] [Total downtime per component] x 100%
| SLR-15 |
| Enhancement Request – Acknowledgement |
| ≤1 business day |
| 100% |
| [Number of enhancement requests acknowledged by vendor within 1 business day] |
[Number of enhancement requests made] x 100%
| Monthly |
| Monthly |
| Monitored |
| SLR-16 |
| Enhancement Request – Evaluation and Response |
| ≤7 business days |
| 100% |
| [Number of enhancement requests fully evaluated, and response received from vendor within 7 business days] |
[Number of enhancement requests acknowledged by vendor] x 100%
| Monthly |
| Monthly |
| Monitored |
| SLR-17 |
| Enhancement Request – Timely Completion |
| Delivery within the originally agreed schedule. |
| 100% |
| [Number of enhancement requests completed within originally agreed schedule] |
[Number of enhancements agreed by vendor and OCA] x 100%
| Quarterly |
| Quarterly |
| Critical |
| SLR-18 |
| Release Documentation |
| Documentation received within an agreed upon timeframe prior to a release date. |
| 100% |
| [Number of times documentation received within agreed timing] |
[Total number of times documentation received during Measurement Period] x 100%
| Monthly |
| Monthly |
| Monitored |