ESBD_File_200226_Attachment 6 Service Level Agreement Digital License Plates.pdf

Texas Department of Motor Vehicles

Service Level Agreement

(SLA)

For

Digital License Plate Contract

Request for Proposals No. 608-20-004

General Overview

This is a Service Level Agreement (SLA) between a digital license plate vendor (Contractor or Vendor) and the Texas Department of Motor Vehicles (TxDMV). The purpose of this SLA is to identify the service levels to be provided under the Digital License Plate Contract (Contract). Vendor and TxDMV are collectively referred to in this SLA as the “Parties” and individually as “Party.” The term interface as described in this SLA refers to the following:

vendor’s system that sends digital license plate order information to the department; and vendor’s system that receives information from the department.

Description of Services Vendor must use its best efforts to perform as required by this SLA.

Vendor and TxDMV Responsibilities

Both Vendor and TxDMV have responsibilities under this SLA.

Vendor’s duties and responsibilities:

Services in support of the Vendor Interface with the Department The Vendor must provide the following services:

1. SLA review. The Vendor must initiate a review of this SLA with TxDMV 90 days after the Contract is executed. After that, a representative of either Party may submit a written request for review of the SLA at any time. TxDMV will review the Vendor’s SLA performance annually. The Vendor must incorporate revisions into the SLA if both Parties mutually agree to the revisions in writing. In the absence of a review or mutual agreement, the current SLA must remain in effect.

2. Hours of coverage are standard business hours, Central Time. The vendor’s interface must be operational 24/7, 365 days a year. Monitoring of the vendor’s interface must be performed by the Vendor at minimum, from Monday – Sunday, 7:00 AM to midnight, Central Time, excluding federally recognized holidays. After hours support may be initiated from either Party via the list of emergency support numbers.

3. Incident management service levels.

a. Severity Level 1 is defined as urgent situations, when any part, portion, or entirety of the vendor’s interface is down. The Vendor’s technical support staff must respond to TxDMV’s downtime notification within 30 minutes of time reported. The Vendor must resolve Severity Level 1 problems within four (4) hours of time reported, unless the Vendor notified TxDMV of the reason for the delay and TxDMV approves the delay in writing. The Vendor must provide TxDMV with status updates as directed by TxDMV.

b. Severity Level 2 is defined as a critical interface component(s) that has significant outages and/or failure, precluding its successful operation. The vendor’s interface may operate but is severely restricted (for example, a frequently used subcommand gives an incorrect response).

The Vendor’s technical support staff must respond to TxDMV’s notification within 30 minutes of time reported. The Vendor must resolve Severity Level 2 problems within eight (8) hours of time reported, unless the Vendor notified TxDMV of the reason for the delay and TxDMV approves the delay in writing. The Vendor must provide TxDMV with status updates as directed by TxDMV.

c. Severity Level 3 is defined as a minor problem that exists with the vendor’s interface, but the connectivity is still usable and some circumvention may be required to provide service (for example, an infrequently used subcommand gives an incorrect response). The Vendor’s technical support staff must respond to TxDMV’s notification within 30 minutes of time reported.

The Vendor must resolve Severity Level 3 problems within twenty-four (24) hours of time reported, unless the Vendor notified TxDMV of the reason for the delay and TxDMV approves the delay in writing. The Vendor must provide TxDMV with status updates as directed by TxDMV.

d. General Assistance: For general interface support notifications not covered by the above severity level descriptions, the Vendor’s technical support staff must accept TxDMV’s notification requesting assistance at the time the notification is placed or sent by TxDMV. If the Vendor is not reasonably able to accept TxDMV’s notification at the time the notification is placed, the Vendor must return the notification within one (1) business hour of time reported.

The Vendor must resolve general assistance issues within 24 hours of time the Vendor accepts TxDMV’s notification or responds to the notification, unless the Vendor notified TxDMV of the reason for the delay and TxDMV approves the delay in writing.

e. Unusual Circumstances: Any issue/problem that may possibly endanger TxDMV’s technical environment must receive immediate remedial action from the Vendor’s technical support staff with immediate notification to the TxDMV Information Technology Services Division (ITSD) staff.

TxDMV and Vendor staff must mutually determine an issue’s priority classification and response time. However, in the event the Parties are not able to mutually determine an issue’s priority classification and response time, TxDMV’s determination controls.

4. The Vendor must provide the following services:

System maintenance and/or updates must be conducted after normal business hours and must not exceed four (4) hours at any one time, unless expressly approved in writing by TxDMV. System maintenance and updates must be coordinated with TxDMV’s Vehicle Titles and Registration Division (VTR) and ITSD staff.

TxDMV’s duties and responsibilities:

Adhering to any related policies, processes and procedures as mutually agreed to by the Parties in writing.

Reporting problems using the problem reporting contacts listed in this SLA.

Scheduling in advance all service-related requests and other special services with the Vendor.

Making customer representative(s) available when resolving a service related incident or request.

Communicating when system testing and/or maintenance may cause problems that could interfere with standard business functions.

Maintaining an incident and resolution log.

First-Line Contacts

Updates to this list of first-line contacts must be communicated to the other Party within 24 hours of the change.

Service Provider Contact Department Contact Name Title Phone Email

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

After Hours Emergency #

After Hours Emergency: (512) 658‐6963

Title Phone Email

Attn: TxDMV ITSD Phone:

Email:

After Hours Emergency:

Service Provider Contact Customer Contact

Service Provider Contact Department Contact

Title Phone Email

Name Title Phone Email

Service Performance

This chart is provided for ease of reference. To the extent of a conflict with the language in the body of this SLA, the language in the body of the SLA controls

Services Description Hours of Operation

The vendor’s interface must be operational 24/7, 365 days a year. Monitoring of the vendor’s interface must be performed by the vendor at minimum, from Monday – Sunday, 7:00 AM to midnight, Central Time, excluding federally recognized holidays.

After Hours Support:

Either Party may leave a voice mail or email after regular business hours. Vendor must respond to all notifications within 30 minutes for severity 1, 2, and 3 incidents.

Maintenance Schedule Vendor must perform regularly scheduled maintenance as scheduled after business hours. Email reminder notifications are sent to all users by the TxDMV.

Incident and Problem Management

All known incidents should be reported to insure proper recording and tracking.

All known incidents that exceed the response time will be escalated to the escalation contacts.

Service performance targets:

This chart is provided for ease of reference. To the extent of a conflict with the language in the body of this SLA, the language in the body of the SLA controls.

Priority Level Description Response time to begin working issue

Resolution/ Mitigation

Status Updates

Target Metric/ Measurement

Severity Level Incidents

Is defined as urgent situations, when any part, portion, of the vendor’s interface is down.

Within 30 minutes from time reported.

4 hours.

As directed by TxDMV.

100%

Tracked/measured and reported monthly in availability reports.

Priority Level Description Response time to begin working issue

Resolution/ Mitigation

Status Updates

Target Metric/ Measurement

Severity Level Incidents

Is defined as a critical interface component(s) that has significant outages and/or failure precluding its successful operation. The interface may operate, but is severely restricted (for example, a frequently used subcommand gives an incorrect response).

Within 30 minutes from

8 hours.

by TxDMV.

100%

Tracked/measured and reported monthly in availability reports.

Severity Level Incidents

Is defined as a minor problem that exists with the vendor’s interface, but the majority of the functions are still usable and some circumvention may be required to provide service (for example, an infrequently used subcommand gives an incorrect response).

Within 30 minutes from

24 hours.

by TxDMV.

100%

Tracked/measured and Reported monthly in availability reports.

General Assistance

Is defined as general interface support notifications not covered by the above severity level descriptions.

TxDMV’s notification must be accepted at the time the notification is placed or sent.

If Vendor is not reasonably able to accept TxDMV’s notification at the time the notification is placed, Vendor response time is within one business hour from time reported.

24 hours of time the Vendor accepts TxDMV’s notification or responds to the notification.

by TxDMV.

100%

Tracked/measured and

Priority Level Description Response time to begin working issue

Resolution/ Mitigation

Status Updates

Target Metric/ Measurement

Unusual Circumstances

Is defined as any issue or problem that may possibly endanger TxDMV’s technical environment

Immediate remedial action from the Vendor’s technical support staff with immediate notification to TxDMV Information Technology Services Division (ITSD) staff.

As mutually determined by TxDMV and Vendor staff.

However, in the event the Parties are not able to mutually determine an issue’s priority classification and response time, TxDMV’s determination controls.

As directed by TxDMV

100%

Tracked/measured and