Exhibit C - EDDL SLAs~4.docx
DOCX document 14 KB Posted
- Attached to
- Contract RFP/SC-SBE NJ|25-TELE-138883
- Contract number
- 25-TELE-138883
- Issued by
- New Jersey
About this file
This document is an exhibit to a state and local contract award between the New Jersey Motor Vehicle Commission (NJMVC) and a contractor for the Electronic Driver's License (EDDL) system. The contract involves service level agreements governing system availability and performance standards for the EDDL platform.
The contract requires the EDDL System to remain operational during all NJMVC business hours and other designated times, excluding approved maintenance windows. The contractor must meet three tiered service level requirements based on production impact severity: Level 3 incidents affecting testing environments require a two-hour response and three-hour troubleshooting session with resolution within seven business days; Level 2 incidents causing serious business or testing disruptions require a 30-minute response and one-hour troubleshooting session with resolution within one business day; and Level 1 incidents involving production downtime demand a 15-minute response and immediate troubleshooting with one-hour resolution, available 24/7 including weekends and after-hours. Hardware issues are classified as Level 1, requiring replacement or repair within one hour of contact. Cloud connection issues necessitate continuous 24/7 monitoring by the contractor until resolution. All response and resolution timeframes may be modified only with written approval from the SCM (Service Contract Manager).
View the file
Other files
On GovTribe
Work with this file
- Download the original file
- Contacts named in this file
- Similar government files
- Ask GovTribe AI about this file
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.
File details come from the government source that posted it. Updated .