EXHIBIT E- SERVICE LEVEL AGREEMENT.pdf
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- Solicitation number
- 0000039767
- Issued by
- California
About this file
This Service Level Agreement (SLA) document outlines performance standards and liquidated damages provisions for the HDIS (Healthcare Data Information System) contract managed by Cal ICH. The agreement establishes five distinct SLA categories covering performance management, availability management, security incident management, incident management, and key staff replacement. Performance management requires 90% of dashboard pages to load in less than five seconds and 90% of queries to complete within 60 seconds, measured using native Snowflake and Tableau web log analysis tools on a monthly basis throughout the contract duration. Availability management mandates 99.00% system uptime 24 hours daily and seven days weekly, excluding state-approved scheduled downtime and downtime not attributable to the contractor. Security incident management requires immediate breach notification to Cal ICH upon discovery, with written details provided within 24 hours, and resolution timeframes of one hour for breaches involving personally identifiable information and 12 hours for all other data types. Incident management establishes four priority levels with corresponding initial response times ranging from one hour for Priority 1 (critical service-impacting incidents) to 48 hours for Priority 4 (minimal impact) incidents, with continuous contractor support required until full resolution.
The liquidated damages structure applies across all SLA categories, calculated monthly as price credits deducted against future invoices using percentages applied to the annual Maintenance and Operations and Product Cost. Performance management and availability management failures trigger cumulative monthly penalties beginning at 0.020% for the second failure and escalating to 0.080% for four or more failures. Security incident notification failures incur steeper penalties ranging from 0.15% for the first failure to 0.50% for four or more failures, while security resolution failures range from 0.40% to 0.80%. Incident management liquidated damages vary by priority level, with Priority 1 incidents assessed at 0.010% for the first failure escalating to 0.050% for four or more failures, Priority 2 incidents at 0.050% to 0.025%, and Priority 3 incidents at meeting-only discussions for the first failure escalating to 0.015% for four or more failures, with no damages assessed for Priority 4 incidents. Key staff replacement failures incur daily liquidated damages equal to the key staff hourly rate multiplied by eight hours per business day until an approved replacement is secured. All failure counts reset monthly, and the contractor is required to provide monthly system performance reports documenting incidents, resolution times, and recovery plans.
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EXHIBIT E: SERVICE LEVEL AGREEMENT
SERVICE LEVEL AGREEMENTS (SLA)
1. Service Level Agreement for Performance Management
HDIS Performance Management SLA
Title Description
Name HDIS Performance Management
SLAs
1. 90% of the dashboard pages are loaded completely in less than five (5) seconds, 24 hours a day, and 7 days a week.
2. 90% of the HDIS queries are completed in less than sixty (60) seconds.
Measurement Process
Measurement will be performed using the web log analysis tool that is native to Snowflake and Tableau. This functionality allows for parsing the server log files from a web server, System Response Time SLA 1: For Tableau, the web log analysis will be used to determine the page load speeds for all web pages of the HDIS application and verify if 90% of the pages are loaded in less than five(5) seconds.
System Response Time SLA 2: For Snowflake, the web log analysis will be used to evaluate the query execution of HDIS queries to be completed in less than 60 seconds for medium to complex SQL.
Liquidated Damages
System Response Time for SLA 1 and SLA 2: The State will evaluate the Contractor’s performance on a monthly basis. For each month in which the Contractor fails to meet the required SLA, the State may assess Liquidated Damages in the form of price credits. Price credits shall be applied as deductions against future invoice(s) until fully satisfied.
For purposes of Liquidated Damages, the State shall count and assess failures on a monthly basis. At the beginning of each month, the Failure count resets. Cal ICH will calculate the Liquidated Damages amount by applying the percentage listed in the table below to the annual Maintenance and Operations (M&O) and Product Cost of the Contract. The annual amount is defined as the twelve (12)‑month period beginning on the Contract Start Date and recurring in successive twelve (12)‑month intervals thereafter.
Title Description
FAILURE TO MEET SLA LIQUIDATED DAMAGES AMOUNT
First Failure Meeting to discuss, no LDs assessed.
Second Failure 0.020% Price credit
Third Failure 0.040% Price credit
Fourth Failure 0.060% Price credit
Greater than four failures 0.080% Price credit
Measurement Period Monthly, throughout the duration of the contract
Reporting The Contractor shall provide a Monthly System Performance Report and an immediate report should any of the SLA's are not met.
2. Service Level Agreement for Availability Management
HDIS Availability Management SLA
Title Description
Name HDIS Availability Management: Production Environment
SLA
The HDIS must be available 99.00%, 24 hours a day, 7 days a week except scheduled downtime.
Measurement Proces s
The Contractor shall be responsible for meeting the HDIS Availability SLA.
The HDIS Availability SLA shall be calculated as follows:
• (100 * Data Element A) / (Data Element B)
• Definitions:
1. Data Element A = (Month Minutes) – (Contractor-Scheduled Downtime Minutes) – (Downtime Minutes Not Attributable to the Contractor) – (Unscheduled Downtime Minutes Attributable to the Contractor)
2. Data Element B = (Month Minutes) – (Contractor-Scheduled Scheduled Downtime Minutes) – (Downtime Minutes Not Attributable to the Contractor)
3. Month Minutes: The number of minutes within the reporting period.
4. Contractor-Scheduled Downtime Minutes = The number of minutes of
Contractor-scheduled, State-approved downtime during the reporting period. All planned maintenance Downtime and requests for HDIS System Downtime shall be made to the State in advance and approved by the State.
5. Downtime Minutes Not Attributable to the Contractor = The number of minutes of downtime during the reporting period that is not attributable to or caused by the Contractor (e.g., State-directed downtime, interruption of services due to State connectivity issues, etc.)).
6. Unscheduled Downtime Minutes Attributable to the Contractor = The number of minutes of unscheduled, non-State-directed downtime as defined by the duration of all Priority Level 1 and Priority Level 2 incidents that are caused by the Contractor that impact the system during the reporting period.
Liquidated Damages
The State will evaluate the Contractor’s performance on a monthly basis. For each month in which the Contractor fails to meet the required SLA, the State may assess Liquidated Damages in the form of price credits. Price credits shall be applied as deductions against future invoice(s) until fully satisfied.
For purposes of Liquidated Damages, the State shall count and assess failures on a monthly basis. At the beginning of each month, the Failure count resets. Cal ICH will calculate the Liquidated Damages amount by applying the percentage listed in the table below to the annual Maintenance and Operations (M&O) and Product Cost of the Contract. The annual amount is defined as the twelve (12)‑month period beginning on the Contract Start Date and recurring in successive twelve (12)‑month intervals thereafter.
FAILURE TO MEET SLA LIQUIDATED DAMAGES AMOUNT
First Failure Meeting to discuss, no LDs assessed
Second Failure 0.020% Price credit
Third Failure 0.040% Price credit
Fourth Failure 0.060% Price credit
Greater than four failures 0.080% Price credit
Measurement Period Monthly, throughout the duration of the contract.
Reporting
Any Unscheduled Downtime Minutes Attributable to the Contractor must be reported to the State within thirty (30) minutes of occurrence and documented and explained in writing to the State within forty-eight (48) hours.
The Contractor shall report all occurrences and duration of each such Downtime, on the fifth day of the calendar month for the prior calendar month.
3. Service Level Agreement for Security Incident Management
HDIS Security Incident Management: Notification Response Time SLA
Title Description
Name HDIS Security Incident Management: Notification Response Time
SLA
Any breach of the HDIS shall be reported to Cal ICH immediately upon discovery.
Measurement Proces s
Measurements will be performed from the time the Contractor learned of the incident to when Cal ICH received written notification.
Liquidated Damages
The State will evaluate the Contractor’s performance on a monthly basis. For each month in which the Contractor fails to meet the required SLA, the State may assess Liquidated Damages in the form of price credits. Price credits shall be applied as deductions against future invoice(s) until fully satisfied.
For purposes of Liquidated Damages, the State shall count and assess failures on a monthly basis. At the beginning of each month, the Failure count resets. Cal ICH will calculate the Liquidated Damages amount by applying the percentage listed in the table below to the annual Maintenance and Operations (M&O) and Product Cost of the Contract. The annual amount is defined as the twelve (12)‑month period beginning on the Contract Start Date and recurring in successive twelve (12)‑month intervals thereafter.
FAILURE TO MEET SLA LIQUIDATED DAMAGES AMOUNT
First Failure 0.15% Price credit
Second Failure 0.25% Price credit
Third Failure 0.35% Price credit
FAILURE TO MEET SLA LIQUIDATED DAMAGES AMOUNT
Fourth Failure 0.45% Price credit
Greater than four failures 0.50% Price credit
Measurement Period Per Incident
Reporting
Any breach of the HDIS shall be reported to Cal ICH immediately upon discovery. Within 24 hours of the discovery of the breach, Cal ICH shall be provided with details related to the breach, including the specific data accessed, whether the data was encrypted or unencrypted, whether it included personal identifying information (e.g. name, date of birth, social security number), and the approximate date range, to the greatest degree of confidence possible, that the breached data was accessed and all other required notice information contained in Civil Code section 1798.29(d).
HDIS Security Incident Management: Resolution Response Time SLA
Title Description
Name HDIS Security Incident Management: Resolution Response Time
SLA
When determining the resolution timeframe criteria, it shall be defined by the most sensitive data included in the breach.
CATEGORY
RESOLUTION TIMEFRAME
CRITERIA
Data Breach Involving PII (Personal Identifying Information)
Not more than 1 hour from the discovery
Data Breach Involving All Other Data Types Not more than 12 hours from the discovery
Measurement Proces s
If the actual resolution response time is greater than the SLA for the resolution timeframe criteria, the SLA is not met.
Liquidated Damages The State will evaluate the Contractor’s performance on a monthly basis. For each month in which the Contractor fails to meet the required SLA, the State may assess Liquidated Damages in the form of price credits. Price credits shall be applied as deductions against future invoice(s) until fully satisfied.
For purposes of Liquidated Damages, the State shall count and assess failures on a monthly basis. At the beginning of each month, the Failure count resets. Cal ICH will calculate the Liquidated Damages amount by applying the percentage listed in the table below to the annual Maintenance and Operations (M&O) and Product Cost of the Contract. The annual amount is defined as the twelve (12)‑month period beginning on the Contract Start Date and recurring in successive twelve (12)‑month intervals thereafter.
FAILURE TO MEET SLA LIQUIDATED DAMAGES AMOUNT
First Failure 0.40% Price credit
Second Failure 0.50% Price credit
Third Failure 0.60% Price credit
Fourth Failure 0.70% Price credit
Greater than four failures 0.80% Price credit
Measurement Period Per Incident
Reporting
Any breach of the HDIS shall be reported to Cal ICH immediately upon discovery. Updates to the mitigation of an ongoing incident shall require hourly updates to Cal ICH until the incident is resolved.
Cal ICH requires the contractor to report any breach within 24 hours and to prepare a report that contains the required notice information in California Civil Code section 1798.29(d).
4. Service Level Agreement for Incident Management
HDIS Incident Management SLA
Title Description
Name HDIS Incident Management
Priority Definition
1. Priority 1 (Critical Impact-Service Unusable in Production) – business impact is critical, and no workaround is available. Examples of Priority 1 incidents include, but are not limited to, the following: the application or infrastructure is unusable in production, having a significant rate of user-facing errors.
2. Priority 2 (High Impact – Service Use Severely Impaired) – the infrastructure is degraded in production, having a noticeable rate of user-facing errors. A workaround to mitigate the critical business impact is available.
3. Priority 3 (Medium Impact – Service Use Partially Impaired) – the issue is limited in scope and/or severity. The issue has no user-visible impact. Business impact is low (i.e. inconvenience or minor business processes affected).
4. Priority 4 (Low Impact – Service Fully Usable) – little to no business or technical impact. Suitable for consultative tickets where in-depth analysis, troubleshooting or consultancy are preferred to more frequent communications.
SLA
1. Priority 1 incidents shall have an initial response time of one hour. The Contractor shall then continuously work on the resolution 24 hours a day, 7 days a week until complete resolution of the system issue or agreement from the Department to lower the priority to Priority 3 or 4.
2. Priority 2 incidents shall have an initial response time of four hours. The Contractor shall then continuously work during normal business hours(8:00 AM to 5:00 PM Pacific Standard Time) on resolution until complete resolution of the system issue or agreement from the Department to lower the priority to Priority 3 or 4.
3. Priority 3 incidents shall have an initial response time of 24 hours. The Contractor shall then work on the resolution during normal business hours until resolution.
4. Priority 4 incidents shall have an initial response time of 48 hours. The Contractor shall then work on the resolution during normal business hours until resolution.
The Contractors' incident or ticketing system tool of record shall serve as the system of record for the purposes of enforcing the durations identified.
Resolved = Incident remediation released to production and the incident has not re-occurred.
Measurement Process
If a production system incident resolution time is greater than the SLA for the incident priority, the SLA for that incident is not met.
Liquidated Da mages
The State will evaluate the Contractor’s performance on a monthly basis. For each month in which the Contractor fails to meet the required SLA, the State may assess Liquidated Damages in the form of price credits. Price credits shall be applied as deductions against future invoice(s) until fully satisfied.
For purposes of Liquidated Damages, the State shall count and assess failures on a monthly basis. At the beginning of each month, the Failure count resets. Cal ICH will calculate the Liquidated Damages amount by applying the percentage listed in the table below to the annual Maintenance and Operations (M&O) and Product Cost of the Contract. The annual amount is defined as the twelve (12)‑month period beginning on the Contract Start Date and recurring in successive twelve (12)‑month intervals thereafter.
FAILURE TO
MEET SLA
LD AMOUNT
PRIORITY 1
LD AMOUNT
PRIORITY 2
LD AMOUNT PRIORITY 3
First Failure 0.010% Price credit
0.05% Price credit Meet to discuss, no LDs assessed
Second Failure 0.020% Price credit
0.010% Price credit
0.0025% Price credit
Third Failure 0.030% Price credit
0.015% Price credit
0.005% Price credit
Fourth Failure 0.040% Price credit
0.020% Price credit
0.010% Price credit
Greater than four failures
0.050% Price credit
0.025% Price credit
0.015% Price credit
There is no Liquidated Damages for Priority 4 Incidents.
Measurement Period
Per Priority 1, 2, 3, or 4 Incident throughout the duration of the contract
Reporting The Contractor shall generate a monthly report from the Contractor's service management tool based on Incident Priority Level, Opened Date, Target and Actual Resolution Dates, Impact to Operations, Mitigation Steps, and Recovery Plan.
5. Service Level Agreement for Key Staff Replacement
This section defines the service level agreements for the Agreement. The table below summarizes service levels in the areas of key staff replacement.
Key Staff Replacement
TITLE DESCRIPTION
Name Key Staff Replacement
TITLE DESCRIPTION
SLA
Key staff must be replaced within the timeframe and the process in accordance with SECTION 17. KEY STAFF CHANGES.
Measurement Process
The start date of the measurement begins with the date the Contractor provided notification plus the number of days as defined in SECTION 17. KEY STAFF CHANGES. Key staff positions shall not be filled with state employees to fulfill the roles and responsibilities of the position in a temporary capacity and/or maintain responsibility for a Contractor's key staff position.
Liquidated Damages
For each State business day, over the number of days required to replace key staff, as defined in SECTION 17. KEY STAFF CHANGES. The State may assess liquidated damages in the amount of the key Staff hourly rate defined in the SECTION 1. COST WORKBOOK multiplied by eight (8) hours per business day until an approved key staff replacement starts.
Measured Period
Daily, for each key staff position that has not been filled within the number of days required.
Reporting The State shall report delays to key staff fulfillment to the Contractor's Project Manager.
https://sb.cityinnovate.com/account/solicitations/documents/121034#section-427088 https://sb.cityinnovate.com/account/solicitations/documents/121034#section-427088 https://sb.cityinnovate.com/account/solicitations/documents/121034#section-427088 https://sb.cityinnovate.com/account/solicitations/documents/121034#section-427088
| EXHIBIT E: SERVICE LEVEL AGREEMENT |
| SERVICE LEVEL AGREEMENTS (SLA) |
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