Ex. 3.2.docx

Exhibit 3.2 (Service Level Definitions) Solicitation No. 5400026039

SCEIS Modernization

Exhibit 3.2 Service Level Definitions

Solicitation No. 5400026039

Table of Contents

Offeror GuidelinesThis Exhibit 3.2 (Service Level Definitions) contains specific functional requirements that the Offeror must meet in order to successfully perform the requested Services. The response must address all requirements contained in this Exhibit according to the instructions below and be in the prescribed format.

Offeror Instructions1. The Offeror’s response to the RFP shall reflect and comply with the information contained in this Exhibit 3.2 (Service Level Definitions).

2. If the Offeror wishes to suggest changes to the content or requirements contained in this Exhibit 3.2 (Service Level Definitions), these suggestions shall be summarized and submitted separately as detailed in RFP Exhibit J.2.1 (Exceptions). Any notation of objections or issues associated with this Exhibit 3.2 (Service Level Definitions) content does not eliminate or modify the requirements herein or of this RFP, and the Offeror’s Proposal must not assume any incorporation of the Offeror’s suggested changes.

3. The Offeror should not view the possibility of requesting changes as an opportunity to rewrite the entire RFP. Admin expects the Offeror to comply with the requirements as written, and changes should only be made for minor clarifications or if an Offeror will not comply with the requirement as written.

4. The Offeror will complete the highlighted sections Service Provider to Complete in each of the Critical Services Levels and Key Measurements by the following methods:

a. Metric Exclusions: Offeror to include in RFP Exhibit J.2.1 (Exceptions).

b. Collection Process: Not required for initial RFP response; this will be completed at a later stage in the procurement.

c. Reporting Tools: Offeror to include reporting tools in Section 4.20 Service Level Management of Exhibit 2.2 (SCEIS Modernization Services Solution).

Critical Service Levels This Section sets forth qualitative descriptions of the Critical Service Levels. The numerical Minimum Service Levels, Expected Service Levels, and commencement of obligations associated with such Critical Service Levels are set forth in Exhibit 3.1 (Service Level and Deliverable Matrix).

Service Availability

SERVICE LEVEL NAME

Service Availability

If downtime occurs for a Service, the Outage is counted against the Service, and the Service is considered unavailable for purposes of this Service Level.

Failures that do not result in any Outage.

Available minutes = the total number of minutes in a month (60 minutes x 24 hours x number of days in the month) for the service.

Unscheduled Downtime = the total number of available minutes in which a service is not available for reasons outside of metric exclusions and solely due to the fault of the Service Provider.

Service Level Management Reporting System

|_| Quarterly |_| Semi Annual

Incident Resolution Time –Priority 1 and Priority 2 Incidents

SERVICE LEVEL NAME

Incident Resolution Time –Priority 1 and Priority 2 Incidents

The applicable resolution timeframes are listed below.

Priority 1 Incidents: < 2 hours Priority 2 Incidents: < 4 hours

For purposes of clarity, note the following:

If an Incident is opened within the current Measurement Window, but its relevant resolution timeframe extends beyond the end of the current Measurement Window, then it is excluded from the current Measurement Window’s calculation (unless such Incident is actually Resolved in the current Measurement Window, in which case it is included in the current Measurement Window’s calculation).

Incident data will be loaded to Service Level Management Reporting system on a daily basis, where the Service Level result will be calculated and reported based on appropriate measurement criteria.

Service Level Management Reporting system

Root Cause Analysis (RCA) Delivery

Root Cause Analysis Delivery

Service Provider will provide Root Cause Analyses on the most business-critical events, as maintained in the SMM, and as requested by Admin for all other Incidents.

Problem data will be loaded to Service Level Management Reporting System on a daily basis, where the Service Level result will be calculated and reported based on appropriate measurement criteria.

Service Level Management Reporting System

Service Request Fulfillment

Service Request Fulfillment

Specific target timeframes are maintained in the SMM.

For purposes of clarity, note the following:

If a Service Request is opened within the current Measurement Window, but its relevant committed timeframe extends beyond the end of the current Measurement Window, then it is excluded from the current Measurement Window’s calculation (unless such Service Request is actually resolved in the current Measurement Window, in which case it is included in the current Measurement Window’s calculation).

Service Request data will be uploaded to Service Level Management Reporting system on a daily basis; this tool will filter service request tickets based on appropriate measurement criteria.

Service Level Management Reporting System

Solution Proposal Delivery

Solution Proposal Delivery

Following validation of requirements by Service Provider, the Service Provider shall deliver a proposal for each request within the process defined in the SMM and in accordance with the following solution proposal targets:

· Simple - 10 business days

· Medium - 15 business days

· High - 20 business days

· Custom - 30 business days Definitions for simple, medium, high and custom solution complexities to be defined in the Request Management SMM.

When a proposal is delivered, it must include a committed timeframe for project implementation specified as Business Days from the time the project is assigned to the Service Provider to the implementation completion, including Deliverable(s) as agreed by Admin. These defined Deliverable due dates will be used in the “Project Deliverable Completion” Service Level.

For purposes of clarity, note the following:

If a solution proposal request is opened within the current Measurement Window, but its relevant committed timeframe extends beyond the end of the current Measurement Window, then it is excluded from the current Measurement Window’s calculation (unless such request is actually delivered in the current Measurement Window, in which case it is included in the current Measurement Window’s calculation).

Solution proposal data will be uploaded to Service Level Management Reporting System on a daily basis, where the Service Level result will be calculated and reported based on appropriate measurement criteria.

Service Level Management Reporting System

Project Deliverable Completion

Project Deliverable Completion

On-time critical Project Deliverable Completion is defined as critical project milestones that are completed on or before the originally estimated date in accordance with defined Acceptance Criteria (or as modified to reflect changes agreed to in writing by Admin through Project Change Request process).

Project Deliverables will be reported in the Measurement Window that the project is completed.

Admin project management System Service Level Management Reporting System

Data Protection: Backups

Data Protection: Backups

The Service Level for “Data Protection: Backups” measures the percentage of time Service Provider completes backup executions successfully during the applicable Measurement Window in accordance with the relevant criteria specified in the Service Management Manual.

Backup executions include all backup objects and backup targets such as file systems, databases, application files, operating systems, applications, and respective data.

(a) If there is an appropriate backup tool in use that captures open files, then the backup of open files is included as part of the backup. If there is not an appropriate backup tool in use for the capture of open files, then open files are skipped and not counted against this Service Level.

(b) Backups of functionality exclusively for Service Provider are excluded.

The Service Level measurement is the number of times Service Provider completes backup executions successfully and within the specified timeframes during the applicable Measurement Window divided by the number of times Service Provider should have completed backup executions within the applicable Measurement Window, with the result expressed as a percentage.

Priority 3 Incidents are created for backups that are not successfully completed the first time. Subsequent backup failures generate additional Incidents with escalating priority.

Scheduled Backup Window will be maintained in the SMM.

Service Level Management Reporting System

Batch Processing

Batch Processing

Scheduled Batch Window will be maintained in the SMM.

Service Level Management Reporting System

Key Service Levels This Article sets forth qualitative descriptions of the Key Service Levels. The numerical Minimum Service Levels, Expected Service Levels, and commencement of obligations associated with such Key Service Levels are set forth in Exhibit 3.1 (Service Level and Deliverable Matrix).

Response Time of Application

SERVICE LEVEL NAME

Response Time of Application

Response times, measurement frequency, and associated test page or representative page or transaction type identifiers, as agreed by Admin, for each supported application will be maintained in the SMM (for example, an application home page may be a representative test page).

Material changes to test pages shall result in re-establishment of the applicable response time.

Service Level Management Reporting System

Change Management Effectiveness

Change Management Effectiveness

Changes are not successfully implemented if they: (i) do not comply with the Change Management procedures (including the Change Control Process), the SMM, and except as specified in clause (iii) to this sentence, any associated project plan; (ii) cause either a Priority 1 Incident or Priority 2 Incident; (iii) exceeded the change window; (iv) are backed out; or (v) partial success of change is backed out or unsuccessful.

Change data will be loaded to Service Level Management Reporting System on a daily basis, where the Service Level result will be calculated and reported based on appropriate measurement criteria.

Service Level Management Reporting System

Invoice Dispute Resolution

Invoice Dispute Resolution

For purposes of clarity, note the following:

If an invoice dispute is initiated within the current Measurement Window, but the twenty Business Days extends beyond the end of the current Measurement Window, then it is excluded from the current Measurement Window’s calculation (unless such dispute is actually resolved in the current Measurement Window, in which case it is included in the current Measurement Window’s calculation).

Invoice Dispute data will be loaded to Service Level Management Reporting System on a daily basis, where the Service Level result will be calculated and reported based on appropriate measurement criteria.

Service Level Management Reporting System

License and Maintenance Renewal Timeliness

License and Maintenance Renewal Timeliness

Expirations for software license and hardware maintenance are maintained in the SCEIS Admin ITSM system.

METRIC INCLUSIONS and DATA SOURCES

For months in which the total volume of license renewals is low, such that missing three (3) renewals would result in a miss of a Minimum Service Level target or missing two (2) renewals would result in a miss of an Expected Service Level target, the following will apply:

1. If the Service Provider misses three (3) renewals, then the performance for this Service Level shall be deemed to equal the Minimum Service Level target (e.g., reported as 98%).

2. If the Service Provider misses two (2) or less renewals, then the performance for this Service Level shall be deemed to equal the Expected Service Level target (e.g., reported as 99%).

3. If the Service Provider misses four (4) or more renewals, then the standard calculation applies.

Software and hardware renewals and software installations as appropriate will be logged and tracked in the SCEIS Admin ITSM system. Service Provider will receive a Service Request to renew from the SCEIS Admin ITSM system.

When appropriate a Change Request will be issued to install software. Software renewal installations will be categorized and assigned to resolver teams who will work to fulfill the request.

Software and hardware renewal data will be uploaded to the Service Level Management Reporting system on a daily basis, where the Service Level result will be calculated and reported based on appropriate measurement criteria.

SCEIS Admin ITSM system Service Level Management Reporting System

Corrective Actions

Corrective Actions

Corrective Actions activities solely owned by Third Parties, not the Service Provider.

For purposes of clarity, note the following:

If a corrective actions activity is opened within the current Measurement Window, but its relevant committed timeframe extends beyond the end of the current Measurement Window, then it is excluded from the current Measurement Window’s calculation (unless such corrective actions activity is actually closed in the current Measurement Window, in which case it is included in the current Measurement Window’s calculation).

Problem data will be loaded to Service Level Management Reporting System on a daily basis, where the Service Level result will be calculated and reported based on appropriate measurement criteria.

Service Level Management Reporting System

Incident Resolution Time –Priority 3 and Priority 4 Incidents

Incident Resolution Time – Priority 3 and 4 Incidents

The applicable resolution timeframes are listed below.

Priority 3 Incidents:

The Incident shall be Resolved within 1320 minutes (i.e., 22 Business Hours) where such minutes shall be measured only between 7:00 AM and 6:00 PM inclusive on Business Days.

Priority 4 Incidents:

The Incident shall be Resolved within 1980 minutes (i.e., 33 Business Hours) where such minutes shall be measured only between 7:00 AM and 6:00 PM inclusive on Business Days.

For purposes of clarity, note the following:

if an Incident is opened within the current Measurement Window, but its relevant resolution timeframe extends beyond the end of the current Measurement Window, then it is excluded from the current Measurement Window’s calculation (unless such Incident is actually Resolved in the current Measurement Window, in which case it is included in the current Measurement Window’s calculation)

Incident data will be loaded to Service Level Management Reporting System on a daily basis, where the Service Level result will be calculated and reported based on appropriate measurement criteria.

Service Level Management Reporting System

Patch Compliance

Patch Compliance

Scheduled hours of operations and maintenance windows for each infrastructure element will be maintained in the SMM. Changes are not successfully implemented if they: (i) do not comply with the Change Management procedures (including the Change Control Process) and the SMM; (ii) cause either a Priority 1 Incident or Priority 2 Incident; (iii) exceed the change window; (iv) are backed out; or (v) partial success of change is backed out or unsuccessful.

Patches not approved by Admin for implementation are excluded from this SLA.

Change data will be loaded to Service Level Management Reporting System on a daily basis, where the Service Level result will be calculated and reported based on appropriate measurement criteria

Service Level Management Reporting System

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