Exhibit I_Service Level Agreements.docx
DOCX document 47 KB Posted
- Solicitation number
- RFP-122771
- Issued by
- Richmond City, Roanoke City, Virginia
About this file
This is a Service Level Agreements exhibit prepared by the Virginia Department of Education for RFP 201-26-040 Child Nutrition Information Management System. The document establishes performance standards and operational requirements for the vendor providing the child nutrition information management system. The agreement outlines service availability expectations, system performance metrics, response times for technical support, and data processing requirements to ensure the system reliably supports child nutrition program operations across Virginia's educational institutions. The SLA specifies uptime guarantees, maintenance windows, and escalation procedures for addressing service disruptions or performance degradation.
The Service Level Agreement defines financial penalties and remedies for non-compliance with established performance benchmarks, ensuring accountability for service delivery quality. The document details monitoring and reporting mechanisms by which the vendor must demonstrate compliance with agreed-upon service levels, including regular performance reporting to the Virginia Department of Education. The agreement addresses security and data integrity requirements, backup and disaster recovery procedures, and user support provisions. Service level credits or other compensation mechanisms are established for instances where the vendor fails to meet minimum performance standards, protecting the state's investment in the system and ensuring continuity of child nutrition program administration and student meal service operations.
View the file
Other files
Show all 18
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
Exhibit I – Service Level Agreements (SLAs) VDOE has developed a set of performance measures relating to Supplier’s performance under the Contract and remedies for Supplier’s failure to meet the performance measures, as set forth in the table below.
Any remedies assessed by the VDOE shall be due and payable to VDOE no less than thirty (30) calendar days after Supplier’s receipt of the notice of remedies owed, and if payment is not made by the due date, the amount of said remedies may be withheld from future invoice payments by Agency without further notice. The Supplier shall be liable for all remedies imposed by Agency. Any dispute between the Supplier and any provider/subcontractor regarding responsibility for any events giving rise to the imposition of the remedies shall not relieve the Supplier of their liability for said remedies. Upon termination of this contract, any unpaid remedies will be paid to Agency within thirty (30) calendar days of termination.
In addition to the performance measures contained in this Exhibit I, Agency may negotiate additional performance measures for each order or Statement of Work issued under this Contract. Agency may also add SLAs to this Exhibit I, or modify the SLAs contained herein, through a Modification of the Contract.
Service levels pertaining to implementation of the Solution will begin to be measured no later than 60 days following commencement of the project, as detailed in Exhibit C. All other service levels will begin to be measured immediately following the end of the Warranty Period (as defined in Section X of the Solution Contract). All SLAs will be measured every thirty (30) days, unless otherwise specified in the table below. Note that when submitting invoices for deliverables or milestones, Supplier’s invoices shall show retainage of twenty percent (20%) Following completion of solution implementation, Supplier shall submit a final invoice to Agency, for the final milestone payment amount, plus the total amount retained by Agency.
| # |
| Performance Standard |
| Definition |
| Measurement |
| Measurement |
Period
| Percent Level |
| Remedy |
| 1 |
| Timely Delivery of Project Milestones (SLA-01) |
| “Timely Delivery” means that each project milestone deliverable is submitted to VDOE for review and acceptance on or before the approved Planned Delivery Date defined in the current approved baseline project schedule. A milestone is considered delivered when all required deliverables associated with that milestone are submitted in complete and review-ready form. |
| Percentage of milestones delivered on or before the Planned Delivery Date during the measurement period. Calculation: (Number of milestones delivered on time ÷ Total number of milestones due during the measurement period) × 100 |
| Monthly during the Implementation Phase |
| 100% |
| If the Supplier fails to meet the 100% Timely Delivery standard: |
• $1,000 per week for each milestone not delivered by the Planned Delivery Date, beginning on the first day the milestone is late.
Continued delays beyond thirty (30) calendar days may be subject to escalation, including corrective action plans or other contractual remedies.
| 2 |
| Application Availability/ Uptime |
(SLA-02)
(SLA-03)
| Availability/Uptime = the total amount of time during the measurement period the application is expected to be available to users, less excusable downtime |
| Availability= |
Uptime/ (Uptime + Downtime (excluding Excusable Downtime))* *Availability will be calculated based on total # of hours the System is running per month, and Downtime will be calculated based on the total # hours (less Excusable Downtime) that the System was unavailable to users So if the System is running for 200 hours/month, and the System experienced 15 hours of downtime (inexcusable), the following calculation would be used to determine total System Availability/month:
200/(200+15) 200/215= 0.93 System Availability= 93%/month
| Monthly |
| 99.5% |
| If Availability of the System falls below 99.5% during the Measurement Period, Supplier shall credit SCV the following percentage of the total recurring service fees: |
1. 99.49-97.50%= 10%
2. 97.49-95.49%= 25%
3. 95.49-93.01%= 50% Below 93%= 100% and at DOE’s sole discretion, termination of the Contract
| 3 |
| Scheduled Maintenance Notification |
(SLA-04)
(SLA-05)
Supplier shall notify Agency of any scheduled maintenance that may impact system availability five (5) business days in advance of maintenance
The actual time, measured in business days, that Supplier notifies Agency of scheduled maintenance impacting system availability (herein, “Actual Notification Time”), as compared to the required number of business days’ advanced notice (i.e. 5 business days) Supplier is required to provide Agency of such scheduled maintenance (herein, “Required Notification Time”) Compliance is achieved when Actual Notification Time is equal to or greater than the required advance notice of five (5) business days (“Required Notification Time”).
| Monthly |
| 100% |
| $1,000 per occurrence if Supplier’s Actual Notification Time is greater than Required Notification Time for scheduled maintenance. |
| 4 |
| Incident Response Time |
(SLA- 06)
(SLA-09)
| Response to incidents will occur within one (1) hour of notification by user(s) |
| Total Incidents responded to within one (1) hour divided by the total number of Incidents in the Measurement Period |
| Monthly |
| 99% |
| $1,000 per occurrence when Response Time for Incidents exceeds one (1) hour |
| 5 |
| Resolution Time: |
Severity 1 Incidents
(SLA-07)
(SLA-08)
(SLA-09)
Resolution =Full restoration of system operations with validated permanent fix.
*Temporary work arounds may be used to restore service; however, resolution is not achieved until the permanent fix is deployed, re-tested, and accepted by the agency in accordance with acceptance/cure process as described in Section 11 of the Contract*
Severity 1 Incident= Application down, all processing interrupted
| Total Priority 1 incidents resolved within six (6) hours divided by total resolved |
| Monthly during OPERATIONS AND MAINTENANCE |
| 99% |
| $1,000 per occurrence for each Priority 1 incident that is not resolved in six (6) hours |
| 6 |
| Resolution Time: |
Severity 2 Incidents
(SLA-07)
(SLA-08)
(SLA-09)
Resolution= Full restoration of impacted functionality with validated permanent fix *Temporary work arounds may be used to restore service; however, resolution is not achieved until the permanent fix is deployed, re-tested, and accepted by the agency in accordance with acceptance/cure process as described in Section 11 of the Contract *
Severity 2 Incident= Certain processing interrupted or malfunctioning, but Application is able to process Total Priority 2 incidents resolved within 24 hours divided by total resolved Priority 2 incidents
| Monthly during OPERATIONS AND MAINTENANCE |
| 98% |
| $1,000 per occurrence for each Priority 2 incident that is not resolved within twenty-four (24) hours |
| 7 |
| Resolution Time: |
Severity 3 Incidents
(SLA-07)
(SLA-08)
(SLA-09)
Resolution= Correction of issue with validated permanent fix and normal processing restored.
*Temporary work arounds may be used to restore service; however, resolution is not achieved until the permanent fix is deployed, re-tested, and accepted by the agency in accordance with acceptance/cure process as described in Section 11 of the Contract *
Severity 3 Incident= Minor intermittent malfunctioning, Application able to process data Total Priority 3 incidents resolved within 3 calendar days divided by total resolved Priority 3 incidents
| Monthly during OPERATIONS AND MAINTENANCE |
| 97% |
| $1,000 per occurrence for each Priority 3 incident that is not resolved within three (3) calendar days |
| 8 |
| Emergency Support Availability |
(SLA-10)
Supplier shall provide emergency support outside normal business hours for Critical Incidents. “Critical incident’ means complete system outage, inability to process claims or reimbursements, or a security event affecting production operations.
*Normal Business Hours:
Monday through Friday 8:00am-5:00pm Eastern Time, excluding Commonwealth holidays. *
Total Critical Incidents for which support resources are available outside normal business hours divided by total critical incidents reported outside normal business hours
| Monthly during Operations and Maintenance |
| 100% |
| $1,000 per occurrence that emergency support is not available for Critical Incidents outside normal business hours. |
*Normal Business Hours:
Monday through Friday 8:00am-5:00pm Eastern Time, excluding Commonwealth holidays. *
| 9 |
| Centralized help desk/support, application availability (SLA-11) |
(SLA12)
Supplier shall provide a centralized help desk and support application through which authorized users may submit service requests and incidents, track status, and receive updates.
Total hours the support application is available divided by total hours in the measurement period
| Monthly during Operations and Maintenance |
| 99.5% |
| 5% credit of monthly recurring service fees if application availability falls below 99.5% |
| 10 |
| System Response Time |
(SLA 13)
“Standard Page Response” means time from user request until page is fully rendered.
Standard Page Response refers specifically to the time required for an individual user request to be processed and fully rendered) Total standard page requests completed within three (3) seconds divided by total standard page requests
| Monthly during Operations and Maintenance |
| 95% |
| $1,000 per month where less than 95% of requests are completed within three (3) seconds. |
| 11 |
| Concurrent User Performance |
(SLA-14)
The System shall support concurrent access during peak periods without degradation. “Material Degradation” means response times over five (5) seconds or failed transactions.
Peak periods are specific intervals when a service, system, or business experiences its highest volume of activity, users, or traffic.
Response Time is different in Standard Page Response as Response Time refers to overall system behavior under load. This includes Page Response, and Transaction success/failure rates, system throughput, and performance stability under peak load.
Number of concurrent users supported without material degradation divided by total concurrent users tested.
| Monthly during Operations and Maintenance |
| 100% |
| Supplier shall remediate within ten (10) business days or credit 10% of monthly recurring service fees. |
| 12 |
| Monthly SLA and Incident Reporting |
(SLA-15)
| Supplier shall provide monthly reports documenting system availability, incident response times, incident metrics, and overall compliance with service levels |
| Actual date of Monthly SLA Report delivery compared to required delivery date |
| Monthly during Operations and Maintenance |
| 100% |
| $500 per occurrence for failure to provide required report by the agreed-upon time. |
| 13 |
| Reporting Requirements (SLA-16)) |
| The Supplier shall complete and submit all contractual and operational reporting requirements in accordance with the timelines defined in the Contract, including but not limited to reporting required under the Contract (e.g., total sales reporting, small business subcontracting reporting), as well as recurring operational and compliance reporting.) |
| Actual date of Supplier’s delivery of required reports compared to the required delivery date defined in the Contract or agreed reporting schedule. |
| Monthly |
| 100% |
| Supplier shall credit $500 per occurrence that Supplier fails to deliver the Reporting in accordance with Contract Section 14 “Reporting.” |
| 14 |
| Notification of Supplier Personnel Changes |
(SLA-17)
Supplier shall notify Agency of any changes to the Supplier Personnel assigned to perform work under this Contract within 10 business days of the change Refer to Contract Section 2.MM-Supplier Personnel of the Master Contract.
| Supplier notification to Agency of any Supplier Personnel changes exceeds 10 business days |
| As needed during Implementation Phase and Operations and Maintenance phase. |
| 100% |
| $5,000 per occurrence when Supplier fails to notify Agency of Supplier Personnel changes within 10 business days of the change. |
| 15 |
| Recovery Time Objective (RTO) |
(SLA-18)
RTO = the maximum amount of time the system can be down after an unexpected disaster, failure, or Force Majure event occurs Actual elapsed time to restore system operations after an outage exceeds 24 hours
| As needed during Operations and Maintenance |
| 100% |
| $1000 per occurrence when RTO exceeds 24 hours |
| 16 |
| Recovery Point Objective (RPO) |
(SLA 19)
RPO = Data loss shall not exceed four (4) hours from the most recent recoverable backup Maximum amount of data loss following a disaster or outage exceeds four (4) hours
| As needed during Operations and Maintenance |
| 100% |
| $1,000 per occurrence where data loss exceeds four (4) hours |
| 17 |
| Security incident notification. |
(SLA 20)
Supplier shall notify Agency of any confirmed or suspected security incident affecting Agency data within twenty-four (24) hours of discovery.
Total confirmed or suspected security incidents reported within twenty-four (24) hours divided by total number of security incidents
| As needed during Operations & Maintenance |
| 100% |
| $5,000 per occurrence Supplier fails to notify Agency of security incidents within twenty-four hours of discovery. |
| 18 |
| Release notes and Deployment Notification |
(SLA 21)
Supplier shall provide release notes, deployment schedules, known issues, and rollback procedures for all production releases at least three (3) business days before deployment.
Total releases for which documentation is provided at least three (3) business days prior to deployment divided by total releases.
| As Needed during Operations and Maintenance |
| 100% |
| $1,000 per occurrence where release documentation is not provided by Supplier at least three business days before a deployment. |
| 19 |
| Progressively Strict Remedies |
(SLA-22)
| Progressively strict remedies shall occur for failure to meet any performance standard outlined in this SLA for three (3) consecutive measurement periods of the same service level failure |
| Failure to meet any performance standard outlined in this SLA for three (3) consecutive measurement periods of the same service level failure |
| As Needed during Operations and Maintenance |
| Applies after third consecutive failure |
| Should Supplier fail to meet a performance standard for 3 consecutive measurement periods, Supplier will owe three (3) times the initial remedy per performance standard |
| 20 |
| Historical data retention |
(SLA-23)
The Supplier shall retain and maintain accessibility to program, claims, sponsor, eligibility, reporting, and audit data for a minimum of ten (10) years, or longer if required by law or policy.
All retained data must be searchable, retrievable, and exportable by authorized VDOE users.
| Measured by data accessibility, completeness, and recoverability, evidenced through system reporting and validation: | |
| 1. | Accessibility Rate |
| o | Percentage of requested historical records (within the retention period) that are retrievable and viewable by authorized users. |
| o | (# of records successfully retrieved ÷ # of records requested) |
| 2. | Completeness Validation |
| o | Percentage of records retrieved that contain complete and intact data fields. |
| 3. | Restoration Capability (if applicable) |
| o | Time required to restore archived or backed-up data upon request. |
The Supplier shall provide reporting (dashboard and/or audit logs) demonstrating compliance with retention, accessibility, and retrieval performance.
| Annually (with supporting reports available upon request) |
| 100% accessibility of retained data within the defined retention period |
100% completeness of retrieved records %
1) Supplier shall restore missing or inaccessible records within thirty (30) calendar days
2) If unable to restore required data, Supplier shall credit 10% of annual recurring fees
3) Repeated failure may result in escalation and corrective action requirements
| 21 |
| Backup Frequency and Retention |
(SLA-24)
Supplier shall perform complete system backups at least daily and retain backups for at least thirty calendar days.
Total days during which backups are successfully completed divided by total days in the measurement period
| Daily during Operations and Maintenance, reported monthly |
| 100% |
| $1,000 per occurrence for failure to perform or retain backups |
| 22 |
| Data Discrepancy Remediation Response Time (SLA-30 and SLA-31) |
| Data Discrepancy Remediation includes identifying, investigating, documenting, and remediating data discrepancies identified during data conversion, testing, pilot operations, and production support activities |
| Percent of data discrepancies responded to and remediated within agreed severity-based timelines |
| Monthly |
| 99% |
| Below 95%: $500 credit |
Below 90%: $1,000 credit Below 85%, $2,500 credit
Solicitation number 201-26-040 Agency Page 3 of 5
File details come from the government source that posted it. Updated .