Exhibit C Service Level Agreement.docx
DOCX document 25 KB Posted
- Attached to
- MINES25044 Prospective Student Communication
- Solicitation number
- MINES25044
- Issued by
- Jefferson County, Colorado
About this file
This document is a Service Level Agreement (SLA) between a vendor and Mines, detailing technical support and system availability standards. The agreement establishes three priority levels for service requests, ranging from campus-wide critical outages (Priority 1) to routine new requests (Priority 3), with specific response time expectations during Monday-Friday business hours (6:00am-6:00pm). The contract requires the vendor to maintain a system availability of 99.95% monthly, with graduated service level credits applied if availability drops below that threshold, potentially resulting in credits up to 50% of the monthly prorated fee for system performance below 95%.
The related state and local contract opportunity indicates Mines is seeking a contractor to provide enrollment strategy and communication marketing services for prospective undergraduate student campaigns, with the primary goal of increasing application numbers and strengthening national brand awareness. The services are expected to commence no later than July 2025 for the Fall 2025 semester, with potential ongoing service requirements for subsequent semesters. The contract is specifically for the state of Colorado and aims to develop and implement comprehensive student recruitment communication strategies across search, inquiry, and yield campaign channels.
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Service Level Agreement (SLA): Vendor/Mines
Priority Levels 1-3 and Response Times This table explains the Service Level Agreement (SLA) priority levels 1-3 and response times for service requests submitted by Mines.
| Type |
| Priority Levels (1-3) |
| Urgency |
| Response Time (Monday-Friday, 6:00am-6 :00pm) |
| Follow-up with Mines |
| Outage |
| Priority 1- Campus-Wide Entire campus or population is affected. Application, software, hardware,or serviceis inoperable |
or unavailable.
| Critical/ High |
| Acknowledge: Within 30 minutes Resolve: |
As fast as possible Every 2 Hours at minimum
| Outage |
| Priority 2 - Localized |
Some of campus and population are affected. Application, software, hardware, or service is inoperable or unavailable.
| Medium |
| Acknowledge: |
Within 1 hour Resolve:
As soon as possible, but within 2 business days Daily
| New Request |
| Priority 3 - New |
Application, software, hardware, or service installs and upgrades. Adding a feature or enhancement request, as well as training or questions.
Medium/ Low Acknowledge:
Within 1 day Resolve:
As soon as resourcing is available; no longer than 30 days unless communicated and agreed to by Mines Bi-Weekly
Priority 1 (Pl) - Campus-Wide Outage with Critical/High Urgency
An outage which has a major impact on campus operations or administration. Workarounds to provide the same functionality are not possible or cannot be found in time to minimize the impact. All necessary vendor personnel are expected to work continuously on the issue until resolution.
Pl outages are subject to the "Availability Objective and Service Credits" as described below.
Priority 2 (P2)- Localized Outage with Medium Urgency
An outage which has a noticeable impact on one or many campus locations or operations. No workaround is available, but in many cases, operations can continue in a restricted manner with some degradation in performance and productivity.
Priority 3 (P3) - New Request with Medium to Low Urgency
This is a service request that is considered new work and part of the routine Mines-vendor interaction. The request is not a break/fix issue or outage, causes no loss of service, and/or does not impede the use of the system, but may cause an inconvenience.
System Availability and Service Level Credits The system must be available 99.95% of the time between 6:00 a.m. and 6:00 p.m. Monday through Friday. The availability calculation will be based on a nominal 20-day calendar month (or 240 hours) to determine the service level credit that Mines receives. These credits are due to Mines from the vendor within 30days of the end of the month when the outage(s) occurred.
| Availability: |
| Service Level Credit |
| 99.500% or greater |
| No Service level Credit |
994999%-99.000%
10% of the monthly prorated fee
98.999%-98.5%
20% of the monthly prorated fee
98499%-95.000%
35% of the monthly prorated fee
Below 95%
50% of the monthly prorated fee
Example scenario resulting in credits:
· Annual costs: $72,000; monthly prorated fee= $6,000
· Service is not available campus-wide due to a fault of the vendor for 3 hours during the month of November.
· Credit calculation: 240 hours - 3 hours= 237 hours of availability, or 98.75% availability ; The credit due to Mines is 20% of the monthly prorated fee, or $1,200.00
File details come from the government source that posted it. Updated .