Exhibit 1 – AMS Minimum Service Level Requirements Structured Service Level Agreement (SLA) Framework

1. At-Risk Amount and Service Level Allocation Credits Total At-Risk Amount 10% of the monthly Maintenance & Operations (M&O) fee will be applied against Service Level Agreements (SLAs). This establishes the portion of the fee at risk based on SLA performance.

Pool Percentage for Allocation The total allocation pool for SLA credits is capped at 150% across all SLAs. Additionally, the allocation percentage for any single SLA must not exceed 50%.

2. SLA and SLA Targets Total At-Risk Amount 10% of the monthly M&O fee is at risk and will be applied against SLAs.

Pool Percentage Cap The sum of allocation percentages across all SLAs is capped at 150%. No single SLA may exceed an allocation percentage of 50%.

2.1 Service Availability/Uptime Guarantee

The Vendor must ensure the System is available to the State at a minimum of 99.9% uptime per calendar month, excluding scheduled maintenance periods. Uptime is calculated by subtracting allowed downtime (scheduled and unscheduled) from the total hours in the month.

Availability Calculation Total Hours in Month – (Scheduled Downtime + Unscheduled Downtime) = Available Hours Uptime Percentage = (Available Hours / Total Hours in Month) * 100

1.2 Scheduled Maintenance

Scheduled maintenance periods must be communicated to the State at least 48 hours in advance. The Vendor should aim to schedule maintenance during off-peak hours to minimize disruption to State operations.

1.3 Unscheduled Downtime

In the event of unscheduled downtime, the Vendor must work to restore the System according to the response and resolution times defined below, and keep the State updated on progress until normal operations are restored.

2.2 Incident Management and Support Response Time

2.2.1 Ticket Submission and Response Times

The State may submit support tickets for any System issues or incidents. The Vendor commits to the following response and resolution times based on severity level:

Service Request / Change Category Service requests, such as minor enhancements or access requests, have a target resolution time of 5 business days or as agreed in the backlog plan.

2.2.2 Support Hours

Business Hours are defined as 7:00 a.m. to 7:00 p.m. Eastern Time, Monday through Friday, excluding State holidays. SLA response and resolution times for High, Medium, and Low severity issues are measured only during Business Hours.

Emergency support for critical issues outside business hours is available through the Vendor's emergency support hotline or ticketing system, as per the contract.

2.2.3 Communication

The Vendor must provide status updates for open tickets at least once every hour for critical issues and once per business day for non-critical issues. Communication will be conducted via email, ticketing system, or other agreed channels.

3. Issue Resolution and Escalation

3.1 Issue Prioritization and Resolution

The Vendor will resolve issues based on severity and impact to the State, prioritizing higher-severity issues:

· Critical Issues: Highest priority; escalated immediately to senior technical staff. Resolution target: within 4 hours of reporting.

· High Issues: Addressed within 1 business day, with periodic updates to the State.

· Medium Issues: Resolved within 2 business days, depending on complexity.

· Low Issues: Resolved within 5 business days or as part of the next scheduled update.

3.2 Escalation Process

If a critical issue is not resolved within the agreed resolution time, the following escalation process applies:

· Escalation Level 1: Assigned technical lead notifies their manager, who escalates to senior technical staff.

· Escalation Level 2: If unresolved after 1 business day, the Vendor’s project manager escalates to executive leadership.

· Escalation Level 3: If unresolved after 2 business days, the State may escalate the issue to the Vendor's executive team, who will review and prioritize resolution.

4. Reporting and Performance Review

4.1 Monthly Reporting

The Vendor will provide monthly performance reports to the State, including system uptime, issue resolution metrics, and any major incidents or outages. Reports will contain:

· System uptime percentage.

· Number of incidents reported and their resolution times.

· Breakdown of tickets by severity level.

· Recurring issues and actions taken.

4.2 Performance Review Meetings

Vendor and State will meet quarterly to review performance and discuss service levels, upcoming changes, or enhancements. Vendor will provide a performance summary, including deviations from SLA expectations and corrective actions.

5. Penalties for SLA Breach

5.1 SLA Breach Penalties

If the Vendor fails to meet the service levels outlined in this SLA, the following penalties apply:

· Uptime below 99.9%: Vendor provides a credit/refund of 2% of the monthly service fee for every 1% below the uptime guarantee, starting with a minimum floor of 5%.

· Example: If uptime is less than 99.9%, credit = 5%; if less than 98.9%, credit = 7%; if less than 97.9%, credit = 9%; if less than 96.9%, credit = 11%, and so on.

· Response/Resolution Time Breaches: Vendor provides a credit/refund of 10% of the monthly service fee for each unresolved incident exceeding the defined resolution time by more than 24 hours.

· KPIs and Reports:

· Derived KPIs that AMS vendors control:

· % of tickets resolved within SLA by severity

· Mean time to resolve (MTTR) by severity

· Reopen rate (tickets reopened within 5 business days)

· Aging of backlog for enhancement/service requests