Exhibit C - EDDL SLAs~4.docx
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- Solicitation number
- 25DPP01124
- Issued by
- Mercer County, New Jersey
About this file
This is an Exhibit C Service Level Agreements document for the Enhanced Digital Driver's License (EDDL) system being procured by the State of New Jersey Motor Vehicle Commission through the Department of Treasury's Division of Purchase and Property. The EDDL System must maintain availability during all NJMVC operational hours and other required times, excluding scheduled maintenance windows. The service level agreements are structured into three impact levels with specific response and resolution timeframes: Level 3 (non-production testing issues) requires a contractor response within two hours and troubleshooting session within three hours, with resolution required within seven business days; Level 2 (serious production or non-production issues) mandates a 30-minute response and one-hour troubleshooting session, with one business day resolution; and Level 1 (production downtime preventing EDDL transactions) requires a 15-minute response and immediate troubleshooting session during all hours with one-hour resolution. Hardware issues are classified as Level 1, requiring replacement or repair within one hour of contact.
The contractor must provide 24/7 monitoring for cloud connection issues causing downtime until resolution is achieved. All response and resolution timeframes may be modified only with written approval from the State Contract Manager (SCM). These service level agreements establish mandatory performance standards that the contractor must meet to maintain system reliability and operational continuity for the approximately 1.5 million licenses and 1 million change requests processed annually across 46 Agency and Regional Service Center locations and 360 Image Capture Stations in New Jersey.
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Text version
EDDL SERVICE LEVEL AGREEMENTS
The EDDL System must be available for use during all NJMVC operational hours and any other times when the system may be required for related system operations excluding any agreed upon maintenance windows, unless otherwise instructed by the SCM.
The EDDL System must adhere to the following Levels of Production impact:
Level 3 – a non-production issue that impacts testing (UAT or Development environment) in a meaningful way. Testing is impacted, but not halted. A response from the Contractor after initial NJMVC contact must be in two (2) hours or less. The Contractor is required to provide a troubleshooting session within three (3) hours of initial NJMVC contact, unless otherwise approved by NJMVC. Resolution is required within seven (7) Business Days, unless otherwise approved by the SCM in writing.
Level 2 – a production or non-production issue that impacts the environment in a serious way. The system still functions, but there are serious disruptions to business and/or testing. A response from the Contractor after initial NJMVC contact must be in 30 minutes or less. The Contractor is required to provide a troubleshooting session within one (1) hour of initial NJMVC contact, unless otherwise instructed by the SCM. Resolution is required within one (1) Business Day, unless otherwise approved by the SCM in writing.
Level 1 – production downtime, where business halts and Agencies are unable to process EDDL transactions. A response from the Contractor after initial NJMVC contact must be in 15 minutes or less during Business and non-business hours/Days. The Contractor shall provide a troubleshooting session within 15 minutes of NJMVC contact, unless otherwise instructed by the SCM. Resolution must be provided within one (1) hour, unless otherwise instructed by the SCM in writing. Contact and resolution may be required after business hours or on weekends. Downtime caused by cloud connection issues shall require 24/7 monitoring by the Contractor until issue resolution.
Hardware issues are considered Level 1. The Contractor must replace and/or repair faulty and/or nonoperational hardware within one (1) hour of NJMVC contact, unless otherwise instructed by the SCM.
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