ESBD_443357_1754488226468_Attachment 2-1 - Service Level Requirements Final.pdf
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- Attached to
- Public Safety Report System State and local contract opportunity
- Solicitation number
- 212-25-0959
- Issued by
- Texas
About this file
This file is a Service Level Requirements attachment for RFO 212-25-0959 issued by the Texas Office of Court Administration for a Public Safety Report System. The document establishes 18 specific Service Level Requirements (SLRs) that define key performance measures to evaluate the contractor's delivery of services, including defect resolution times, system uptime/availability of 99.99%, first contact resolution rates, recovery time objectives, system performance response times, notification protocols, and service desk response metrics. Each SLR specifies performance metrics, target percentages, mathematical formulas for measurement, measurement periods (ranging from daily to semi-annual), reporting periods, and whether the requirement is classified as Critical or Monitored.
The SLRs cover comprehensive operational standards including defect resolution within specified timeframes (Level 1 defects within 2 hours at 95% compliance, escalating to Level 4 defects within 120 hours), system performance requiring 99.9% of user interface and API requests to receive server responses within 500ms, disaster recovery capabilities with recovery times of 8 hours or less with maximum 1 hour data loss, and service desk performance metrics such as phone answer times within 30 seconds and email/voicemail response within 4 hours. The document establishes that unless mutually agreed upon by the parties, the SLRs and Service Level Reimbursements referenced in Exhibit 3 will not be reduced below the levels set on the contract's effective date, indicating these requirements form binding performance standards with potential financial implications for non-compliance.
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Text version
RFO 212-25-0959
Attachment 2-1: Service Level Requirements
Texas Office of Court Administration Public Safety Report System
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 Component Definition 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%
Monthly Monthly Critical
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%
Monthly Monthly Critical
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)
Weekly Monthly Critical
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
Period
Reporting Period
Critical or Monitored
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%
Monthly Monthly Critical
SLR-5a System 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%
Monthly Monthly Critical
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%
Monthly Monthly Critical
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%
Monthly Monthly Critical
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%
Daily Weekly Monitored
SLR-9 Call Abandonment Rate
≤5% 100% [Number of phone calls to the Service Desk during the Measurement Period that are
Daily Weekly Monitored
Period
Reporting Period
Critical or Monitored 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%
Daily Monthly Monitored
Period
Reporting Period
Critical or Monitored
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%
Daily Monthly Monitored
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%
Daily Weekly Monitored
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]
Weekly Monthly Monitored
Period
Reporting Period
Critical or Monitored 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
| SLR Component Definitions |
| Service Level Requirements |
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