Exhibit 3.2.1 - Service Level Definitions - SC.gov Services.docx

State of South Carolina State Fiscal Accountability Authority (SFAA)

Request for Proposal Exhibit 3.2.1 Service Level Definitions – SC.gov Services

RFP Solicitation No. 5400021069 Exhibit 3.2.1 (Service Level Definitions - SC.gov Services)

Exhibit 3.2 Service Level Definitions Table of Contents

Offeror Guidelines This Exhibit 3.2.1 (Service Level Definitions - SC.gov Services) 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 Instructions

1. The Offeror’s response to the RFP should reflect and comply with the information contained in this Exhibit 3.2.1 (Service Level Definitions - SC.gov Services).

2. If the Offeror wishes to suggest changes to the content or requirements contained in this Exhibit 3.2.1 (Service Level Definitions - SC.gov Services), these suggestions should be summarized and submitted separately as detailed in Attachment D (Exception to Requirements). Any notation of objections or issues associated with this Exhibit 3.2.1 (Service Level Definitions- SC.gov Services) content does not eliminate or modify the requirements of this Exhibit 3.2.1 (Service Level Definitions - SC.gov Services) or this RFP, and the Offeror’s proposal must not assume any incorporation of the Offeror’s suggested changes.

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

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:

1. Metric Exclusions: Offeror to include in Attachment D (Exception to Requirements).

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

3. Reporting Tools: Offeror to include in Section 1.15 Service Level Management of Exhibit 2.1.4 (Cross-Functional Services Solution).

Exhibit 3.2.1 (Service Level Definitions – SC.gov Services)

RFP Solicitation No. 5400021069 Page i of ii

RFP Solicitation No. 5400021069 Page i of ii

A. Critical Service Levels - SC.gov Services 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 Matrix).

A.1 Application Availability – Tier 1

SERVICE LEVEL NAME

Application Availability – Tier 1

If Downtime occurs for a Tier 1 Application, the Outage is counted against the Application, and the Application is considered unavailable for purposes of this Service Level.

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

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

METRIC OWNER

|_| Quarterly |_| Semi Annual

A.2 Application Availability – Tier 2

SERVICE LEVEL NAME

Application Availability – Tier 2

If Downtime occurs for a Tier 2 Application, the Outage is counted against the Application, and the Application is considered unavailable for purposes of this Service Level.

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

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

METRIC OWNER

A.3 Application Availability – Tier 3

Application Availability – Tier 3

If Downtime occurs for a Tier 3 Application, the Outage is counted against the Application, and the Application is considered unavailable for purposes of this Service Level.

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

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

METRIC OWNER

A.4 Service Desk Availability

Service Desk Availability

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

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

METRIC OWNER

A.5 Corrective Actions

Corrective Actions

For purposes of clarity, note the following:

(a) if a Corrective Action 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 Action is actually closed in the current Measurement Window, in which case it is included in the current Measurement Window’s calculation).

(b) an open Corrective Action that has exceeded the committed timeframe is also carried forward into subsequent Measurement Windows as a breach until closed; if it is closed within twenty-eight (28) days following its relevant resolution timeframe, it is excluded from the subsequent Measurement Window; otherwise, it is counted as failed to meet the committed timeframes in each subsequent Measurement Window’s calculation until closed.

METRIC OWNER

A.6 Incident Resolution Time – Level 2 & Level 3 (Severity 1 - 4)

Incident Resolution Time – Level 2 & Level 3 (Severity 1 - 4)

If an Incident is escalated to a higher Severity Level, then the Resolution Time clock restarts upon escalation to the higher Severity Level. Upon escalation, a new ticket will be created and the original ticket will be cancelled. The cancelled ticket will be related to the new ticket.

The applicable resolution timeframes are listed below.

Severity 1 Incidents:

· Tier 1 Applications < 1 hour

· Tier 2 Applications < 2 hours

· Tier 3 Applications < 4 hours Severity 2 Incidents:

· Tier 1 Applications < 2 hours

· Tier 2 Applications < 4 hours

· Tier 3 Applications < 6 hours

Severity 3: Tier 1, 2, and 3

· The Incident will be Resolved within 3780 minutes (i.e. 63 hours or 7 Business Days) where such minutes will be measured only between 8:00 AM and 5:00 PM inclusive on Business Days.

Severity 4: Tier 1, 2, and 3

· The Incident will be Resolved within 4860 minutes (i.e. 81 hours or 9 Business Days) where such minutes will be measured only between 8:00 AM and 5:00 PM inclusive on Business Days.

For purposes of clarity, note the following:

(a) 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)

(b) an open Incident that has exceeded the relevant resolution timeframe is also carried forward into subsequent Measurement Windows as a breach until Resolved; if it is resolved within twenty-eight (28) days following its relevant resolution timeframe, it is excluded from the subsequent Measurement Window; otherwise, it is counted as failed to meet the resolution timeframes in each subsequent Measurement Window’s calculation until Resolved.

METRIC OWNER

A.7 Chronic Incidents

Chronic Incidents

The Service Level for “Chronic Incidents” measures the number of times the same Configuration Item experiences an Incident due to the same circumstance, reason or cause.

METRIC OWNER

A.8 Service Request Fulfillment

Service Request Fulfillment

Specific target timeframes are maintained in the SMM.

For purposes of clarity, note the following:

(a) 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)

(b) an open Service Request that has exceeded the committed timeframe is also carried forward into subsequent Measurement Windows as a breach until resolved; if it is resolved within twenty-eight (28) days following its relevant resolution timeframe, it is excluded from the subsequent Measurement Window; otherwise, it is counted as failed to meet the committed timeframes in each subsequent Measurement Window’s calculation until resolved.

METRIC OWNER

A.9 Application Development Projects Delivered to Budget

Application Development Projects Delivered to Budget (Project Estimation)

On-budget project completion is defined as projects that are completed within a final cost not greater than one hundred and ten percent (110%) of the original estimated cost (or as modified to reflect changes agreed to in writing by Customer).

METRIC OWNER

A.10 Application Development Project Milestone Completion

Application Development Project Milestone Completion

On-time critical project milestone completion is defined as critical project milestones that are completed on or before the originally estimated date (or as modified to reflect changes agreed to in writing by Customer).

Critical project milestones will be reported in the Measurement Window that the project is completed.

METRIC OWNER

A.11 Data Quality

Data Quality

“Key processes” mean those processes that are foundational to the delivery of services (e.g., Major Incident Management, Refresh), as defined in the SMM.

“Critical attributes” mean the attributes associated with the Configuration Items for which quality data is necessary to successfully operate the key processes (e.g. operating system, operating system version), as defined in the SMM.

“Business rules” mean the set of checks that will be performed to on an attribute to determine quality, as defined in the SMM.

METRIC OWNER

License and Maintenance Renewal Timeliness

METRIC DESCRIPTION

The Service Level for “License and Maintenance Renewal Timeliness – Managed Application” measures the timeliness of all software license and hardware maintenance renewals and installs as appropriate managed by Service Provider.

Expirations for software license and hardware maintenance are maintained in the Service Provider Service Management 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 will 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 will 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.

RAW DATA STORAGE (ARCHIVES)

Data used to calculate the Service Level result for reporting will be stored in the SC.gov Service Providers system and accessible to users through the Digital Government Services Portal and include report drill-down functionality for a rolling 13 months. An additional 23 months of data will be archived and made available via the Digital Government Services Portal upon request by OTIS.

METRIC OWNER

A.13 Solution Proposal Delivery

Solution Proposal Delivery

Requests are worked in the approved prioritization order of the OTIS Customers. Following validation of requirements by Service Provider, the Service Provider will deliver a proposal for each request within the timeframes as listed below:

· Small – within 11 Business Days

· Medium – within 22 Business Days

· Large – within 33 Business Days

· Very Large – within 44 Business Days 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 project pool to the implementation completion. This committed number of Business Days will be used in the “Solution Implementation” Service Level.

Specific size criteria and guidelines will be maintained in the SMM.

For purposes of clarity, note the following:

(a) 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)

(b) an open solution proposal request that has exceeded the committed timeframe is also carried forward into subsequent Measurement Windows as a breach until delivered; if it is delivered within twenty-eight (28) days following its relevant committed timeframe, it is excluded from the subsequent Measurement Window; otherwise, it is counted as failed to meet the committed timeframes in each subsequent Measurement Window’s calculation until delivered.

METRIC OWNER

A.14 Solution Implementation

Solution Implementation

Projects will be reported in the Measurement Window in which the associated Change ticket is closed, allowing sufficient time to determine if the project was successful.

For purposes of clarity, note the following:

(a) if a project is assigned 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 project is actually implemented in the current Measurement Window, in which case it is included in the current Measurement Window’s calculation)

(b) an uncompleted project is also carried forward into subsequent Measurement Windows as a breach until implemented; if it is implemented within twenty-eight (28) days following its relevant committed timeframe, it is excluded from the subsequent Measurement Window; otherwise it is counted as failed to meet the committed timeframes in each subsequent Measurement Window’s calculation until implemented.

METRIC OWNER

B. Key Measurements - Client.gov Services This Section 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 Matrix).

B.1 Change Management Effectiveness

SERVICE LEVEL NAME

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 Severity 1 Incident or Severity 2 Incident, (iii) exceeded the change window, (iv) are backed out, or (v) partial success of change is backed out or unsuccessful.

METRIC OWNER

B.2 Charge Dispute Resolution

Charge Dispute Resolution

For purposes of clarity, note the following:

(a) if an statement 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)

(b) an open statement Dispute that has exceeded the committed timeframe is also carried forward into subsequent Measurement Windows as a breach until resolved; if it is resolved within twenty-eight (28) days following its relevant committed timeframe, it is excluded from the subsequent Measurement Window; otherwise, it is counted as failed to meet the committed timeframes in each subsequent Measurement Window’s calculation until resolved.

METRIC OWNER

B.3 Root Cause Analysis 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 reasonably requested by SC.gov Customers for all other Incidents.

If the Service Provider misses one (1) delivery of an RCA, then the performance for this Service Level will either be calculated using the standard algorithm, or deemed to equal the Minimum Service Level target (e.g., reported at 96%), whichever is higher.

METRIC OWNER

B.4 Response Time of Application

Response Time of Application

Response times, measurement frequency, and associated test page identifiers 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 will result in re-establishment of the applicable response time.

METRIC OWNER

B.5 SC.gov Service Desk Customer Satisfaction

SC.gov Service Desk Customer Satisfaction

For months in which the total number of surveys returned is less than ten (10), the performance for this Service Level shall either be reported per the standard calculation or be deemed to equal the Expected Service Level target (e.g., reported as 4.42), whichever is higher.