Exhibit T - HRPTLLS Service Level Agreements (SLA).pdf

Exhibit T: Service Level Agreement

SLA ID Service Level Component Performance Standard Benchmark/Due Date Increment Time Measure Liquidated

Damage

SLA 1 Audits/Reviews

Contractor shall (a) provide and shall cause its subcontractor(s) to provide internal and external auditors, investigators, inspectors, and any others authorized by state statute or policy, federal statute or policy, or agency request to audit or review Agency and its contractors, including but not limited to, representatives of entities listed in Exhibit B, Health and Human Services (HHS) Uniform Terms and Conditions (UTC) Article VIII, full and unfettered access to all data, personnel, records, processes, activities, and information that pertain to services provided under this Agreement, and (b) shall continue to provide access until the work required to fulfill the scope and objectives of the audit, review, or investigation is completed. Completion is marked by written notification from the designated agency representative.

Contractor shall provide and cause its subcontractors to provide, full, unfettered access to systems, facilities, and properties pertaining to the services provided under this Agreement and shall continue to provide access until the work required to fulfill the scope and objectives of the audit, review, or investigation is completed.

Full and unfettered access to applicable data, personnel, records, and information within five (5) Business Days of Contractor receipt of request .

Each Business Day beyond the benchmark As Required $1000.00

SLA 2

Requests for Information in support of Open Records Requests, Litigation, and Other Regulatory Oversight Entities

Contractor shall provide data, records, processes, activities, and information acceptable in form and substance as requested and within the timeframe requested by the designated Agency representative, but not more than three (3) Business Days.

Submission of information or report by the Agency established deadline not more than three Business Days from request from agency.

Each Business Day after due date Per Request $1,000.00

Damage

SLA 3

Quality Management Plan (Annual)

Contractor shall submit an acceptable, updated Quality Management Plan, within thirty (30) Calendar Days prior to the end of each operational year.

Annual, within thirty (30) Calendar Days prior to the end of the operational year

Each Business Day after due date Annually $1,000.00

SLA 4

Security Management Plan (Annual)

Contractor shall submit an acceptable, updated Security Management Plan which includes an overall approach for establishing and maintaining security that meets all state and federal requirements [including Health Insurance Portability and Accountability Act (HIPAA) and Federal Information Security Management Act (FISMA)], adheres to the security breach response requirements set out in the HHSC Data Use and Business Associate Agreement, and protects against unauthorized access, annually within thirty (30) Calendar Days prior to the end of each operational year.

Annual, within thirty (30) Calendar Days prior to the end of the operational year

Each Business Day after due date Annually $1,000.00

SLA 5

Security Management Report

Contractor shall submit a report of security Incidents within one (1) calendar day of discovery detailing the security violation, when and how it was discovered, operational impacts, and corrective measures to detect and prevent future violations.

Within one (1) calendar day of discovery

Each day after following the due date As Needed $1,000.00

SLA 6

Disaster Recovery and Business Continuity Plan

Contractor shall test the Disaster Recovery Plan at least annually and provide results and, as applicable, action plans to address deficiencies to HHSC. Contractor shall submit an updated Disaster Recovery and Business Continuity that:

(a) incorporates any needed changes based on the Disaster Recovery Plan test results and

(b) is plan specific to on-going operations within thirty (30) Calendar Days prior to the end of each operational year.

Annual, within thirty (30) Calendar Days prior to the end of each operational year

Each Business Day after due date Annually $1,000.00

SLA 7

Key Personnel Timely Verbal Notification

Contractor shall notify HHSC Contract Manager at least two (2) Business Days in advance or otherwise as soon as Contractor has determined that a Key Personnel vacancy will occur for any reason.

Within (2) Business Days in advance that a key personnel vacancy will occur

Each Business Day after due date As Required $1,000.00

Damage

SLA 8

Key Personnel Timely Written Notification

Contractor shall provide written notice of any changes of Key Personnel to the HHSC Contract Manager within five (5) Business Days of the date on which the Contractor becomes aware of an actual or prospective change.

Within five (5) Business Days after the date on which the CONTRACTOR becomes aware of an actual or prospective change

Each Business Day after due date As Required $1,000.00

SLA 9

Monthly Service Level Agreement Report

Contractor shall provide a monthly SLA Report acceptable to HHSC in form and substance that provides detailed information on Contractor’s performance on each SLA during the preceding month, within fifteen (15) Business Days after the end of the reporting period.

Note: The ‘original source data’ data (how the report was produced) will need to be included with the report.

100% Each Business Day after due date Monthly $1,000.00

SLA 10

Required Reporting Timeliness

Submission of information or report by the HHSC established deadline.

1. Completed 941’s due by the 15th of the following month after the quarter ends

2. W-2s- on or before 01/25 of new year for previous calendar year.

3. W-3’s - on or before 01/25 of new year for previous calendar year.

4. 1095-C - on or before 01/25 of new year for previous calendar year.

5. TWC Unemployment Quarterly Reports: Final version due by the last day of the month following quarter end. January, April, July, October

7. In reference in 941X, if needed, submission is done prior to end of current quarter the error is found.

10. User access list due by the 5th working day of each month.

Each Business Day after due date Per Report $1,000.00

SLA 11

Required Reporting Accuracy

Contractor shall ensure accuracy of data included in all federal, State, and required reports before submitting report to HHSC for final review.

Report or Data include but are not limited to:

98% Each report containing one or more inaccurate data elements.

Per Report $1,000.00 per report for each inaccurate report that

1. Quarterly 941’s

2. W-2 Employee Annual Earnings Statements

3. W-3 Transmittal of Wage and Tax Statements

4. 1095-C Employer Provided Health Insurance Statements

5. TWC Unemployment Quarterly Reports

6. TDI Workers’ Compensation Reports

7. Quarterly 941 Federal Tax Reports and Required Attachments and Amendments

8. Monthly Financial Reporting - due by the twenty-fifth (25th) calendar day following the end of the previous month.

9. Annual Financial Statements due for the preceding state fiscal year no later than ninety (90) days after the end of each state fiscal year. Pending SAO release of FTE data.

10. User access list identifying active Contractor employees and subcontractors, including names, position descriptions, system access (CAPPS, ERS, etc.), and physical work locations.

11. Other reports required by state or federal law or as required by Exhibit B, Health and Human Services (HHS) Uniform Terms and Conditions (UTC) of the RFP.

For purposes of this Performance Standard, “accuracy” refers to the degree to which a report is free of material errors. An accurate report is one that contains no material errors; an inaccurate report is one that contains one or more material errors. A material error, for purposes of this Performance Standard, means an error in the value, format or placement of one or more data elements within a report that may impact the usefulness or reliability of the report or impair its effectiveness in light of its intended purpose.

results in a failure to meet the benchmark.

SLA 12

Call Accuracy Monitoring Plan/Quality Assurance

Contractor shall provide accurate call information to callers, as measured by the Call Accuracy Monitoring/ Quality Management/ Monitoring Plan.

≥95% of monitored calls must provide completely accurate information

Each percentage point below benchmark Monthly $2,000.00

Note: “Call Accuracy Monitoring Plan” means a plan to monitor 300 calls per month. The number of calls monitored must not be increased or decreased without prior HHSC approval.

SLA 13

Call Abandonment Rate

Contractor shall answer all calls within 20 seconds.

Note: "Answer" means to respond to an inbound call by connecting the caller to a live person or to an Interactive Voice Response unit.

≥97% Each percentage point below benchmark Monthly $1,000.00

SLA 14

Forced Disconnect Percentage

Contractor shall ensure that the forced disconnect percentage does not exceed two percent (2%) of all calls that attempt to enter the queue during the month.

Note: “Forced disconnect" means calls that are prevented from entering the queue.

≥2% Each percentage point above benchmark Monthly $1,000.00

SLA 15 Telephone Answer Time

Contractor shall answer calls within 20 seconds after the first ring upon caller exiting the Interactive Voice Response (IVR).

Note: "Answer" means to respond to an inbound call by connecting the caller to a live person.

≥80% Each percentage point below benchmark Monthly $1,000.00

SLA 16

Service Center Responsiveness Acknowledgment

Contractor shall issue acknowledgments of service center requests within one (1) Business Days of receiving the request. The targeted resolution date must be before the next scheduled payroll affected by the request and resolution.

Note: “Acknowledgement” means a written statement delivered to the requestor indicating that the request has been received and a date provided for a targeted resolution. "Request” means an inbound call, email from a customer including emails to the general support mailboxes that includes a request, inquiry, complaint or similar message that anticipates an appropriate response from the Contractor.

≥98% Each percentage point below benchmark Monthly $1,000.00

SLA 17

CONTRACTOR

Responsiveness Responses

Contractor shall provide written responses to requestors within one (1) Business Day of logged case close date, unless HHSC agrees to a longer time period.

NOTE: If the request was pay impacting, then the written response shall be delivered before the next scheduled payroll affected by the request and resolution. If the resolution does not occur in time for the next scheduled payroll, then Contractor shall inform requestor of how the pay impacting condition will be resolved before the next scheduled payroll.

≥98% Each percentage point below benchmark Monthly $1,000.00

SLA 18

CONTRACTOR

Responsiveness – Agencies’ designated staff

Contractor shall provide a detailed response to inquiries received from the Agencies’ designated staff within 24 hours of receiving the request.

100% Each percentage point below benchmark Monthly $1,000.00

SLA 19

CONTRACTOR

Responsiveness – Agencies’ designated staff

Contractor shall provide an acknowledgement within thirty (30) minutes after the receipt of all inquiries received from the Agencies’ designated staff.

NOTES:

1. Acknowledgement is not an auto-generated response.

2. Contractor shall provide the Agencies’ a list of contractor staff responsible for handling these types of inquiries.

100% Each percentage point below benchmark Monthly $1,000.00

SLA 20

Classification/ FLSA Change Processing Timeliness

CONTRACTOR shall process and track complete requests for regular or benchmark classification/job audits and Fair Labor Standards Act (FLSA) changes during each month.

CONTRACTOR shall process all complete requests within ten (10) Business Days of receiving request and shall post to the employee’s record within two

(2) Business Days, ensuring both the HR and Time Labor and Leave modules are sync’d with the FLSA indicator. The Agencies’ HR Director or designee can request an emergency audit to be completed within three (3) Business Days and the Contractor shall post to the employee’s record within two (2) Business Days.

≥98% Each percentage point below benchmark Monthly $2,000.00

SLA 21

Application Processing Timeliness

Contractor shall ensure applicant profiles are accurately created within one (1) Business Day of receipt of an emailed offline application.

≥97% Each percentage point below benchmark Monthly $1,000.00

SLA 22

Job Posting Processing Timeliness

Contractor shall review and provide a response to all requests to post a job opening within one (1) Business Day after receiving the request.

≥95% Each percentage point below benchmark Monthly $1,000.00

SLA 23

Application Due Diligence Checks Timeliness

Contractor shall document all completed due diligence checks (that the Contractor is required to perform) on the applicant profile before the applicant’s effective date of hire.

100% Each percentage point below benchmark Monthly $1,000.00

SLA 24

Salary Offer Processing Timeliness

Contractor shall review and provide a response to all salary offers within one (1) Business Day after receiving the request.

≥98% Each percentage point below benchmark Monthly $1,000.00

SLA 25

Salary Offer Processing Accuracy

Contractor shall review and apply the Agencies’, program area, and/or statutory rules to all salary offers within one (1) Business Day after receiving the request.

≥98% Each percentage point below benchmark Monthly $1,000.00

SLA 26

Benefits Processing Timeliness

Contractor shall process benefits election enrollment for and qualifying life events within five

(5) Business Days after receipt of benefit election forms, or within the same month of the new employee’s start date, whichever is sooner, and in accordance with deadlines established by the

Employees Retirement System and HHSC payroll deadlines.

SLA 27

Benefits Processing Accuracy

Contractor shall ensure accuracy of data entered to process all benefit election forms.

Note: For purposes of this Performance Standard, “accuracy” refers to the degree to which benefit elections are processed free of material errors. An accurate entry/enrollment is one that contains no material errors; an inaccurate entry/enrollment is one that contains one or more material errors. A material error, for purposes of this Performance Standard, means an error in the value, format or placement of one or more data elements that may impact the enrollment, employee benefit, benefit election and/or pay.

SLA 28

Temporary Assignment Processing

Contractor shall process temporary assignment start and temporary assignment end actions within one

(1) Business Day after receiving request and in accordance with payroll deadlines. In addition, Contractor shall track temporary assignments and inform managers to ensure the temporary assignments are ended and do not exceed six months in accordance with the laws and regulations of the State of Texas.

≥95% Each percentage point below benchmark Monthly $1,000.00

SLA 29

State Auditor’s Office (SAO) Exit Interview

Contractor shall request and obtain unique ID numbers in the SAO exit interview system and shall issue the ID number to a voluntarily separated employee within five (5) Business Days after Contractor’s receipt of notice of termination.

≥95% Each percentage point below benchmark Monthly $1,000.00

SLA 30

Verifying Prior State Employment

Contractor shall issue a request to verify prior state employment from the designated agency within two

(2) Business Days after receipt of the agencies’ Prior State Employment form.

≥97% Each percentage point below benchmark Monthly $1,000.00

SLA 31

Verifying Prior State Employment (Service)

Contractor shall enter all applicable prior state employment service and benefits data, such as Benefit Replacement Pay, Longevity, Vacation accruals or other service credit information, into the

≥97% Each percentage point below benchmark Monthly $1,000.00

Centralized Accounting and Payroll/Personnel System (CAPPS) within two (2) Business Days after receipt of the agencies’ Prior State Employment form. If the on-cycle payroll has calculated prior to receipt, the Contractor shall enter the information prior to the next supplemental payroll for the pay impacting entries. The Contractor shall enter all other entries not affecting current payroll calculation within two (2) Business Days after receipt of the prior state verification.

SLA 32

Verifying Prior State Employment (Service)

Contractor shall issue a second request to verify prior state employment if Contractor has not received verification from the designated agency within ten (10) Business Days after the date of the initial request. The Contractor shall issue the second request no later than close of Business (5:00 pm Central time) on the twelfth (12th) Business Day from the date of the initial request, and the Contractor shall notify the impacted Agencies’ HR office by email upon issuing the second request.

≥97% Each percentage point below benchmark Monthly $1,000.00

SLA 33

On-Cycle Payroll Production

Contractor shall ensure all scheduled on-cycle payroll documents are loaded, calculated, sent to the Comptroller of Public Accounts and completely and *successfully cycled through the Comptroller’s system no later than the direct deposit deadline established by the Comptroller of Public Accounts for the applicable pay period.

NOTE: *Successful cycle does not include actions/processes outside of the Contractor’s control.

≥98% Each percentage point below benchmark Monthly $20,000 per Payroll document that has not been successfully cycled.

SLA 34

On-Cycle Payroll Production

Contractor shall ensure that all valid payments that are removed or rejected (Removed or Rejected Payments) from on-cycle payrolls that have been loaded, calculated and sent to the Comptroller of Public Accounts (CPA) are successfully cycled (i.e., processed and paid) through the CPA’s system not later than the direct deposit deadline established by CPA or a later deadline approved by HHSC.

≥97% of all Removed or Rejected Payments are successfully cycled through the CPA’s system by the applicable deadline.

Each Removed or Rejected Payment not successfully cycled by the applicable deadline.

Monthly Rejected Payments $2,000 for each Removed or Rejected Payment that was not successfully cycled by the deadline that results in a failure to meet the benchmark.

The total amount of liquidated damages will not exceed $20,000 in a calendar month.

SLA 35

Off-Cycle Payroll Production

Contractor shall ensure that the pay date created for payments (warrants, direct deposits and debit card) for the regularly scheduled on-cycle payroll is accurate in accordance with scheduled payment date published by the Comptroller of Public Accounts on their website.

100% Each percentage point below benchmark Monthly $20,000 per Payroll document

SLA 36

Off-Cycle Payroll Production

Contractor shall ensure that all scheduled off-cycle payroll documents for all eligible employees are loaded, calculated, sent to the Comptroller of Public Accounts and completely and *successfully cycled through the Comptroller’s system as scheduled in accordance with the approved HHS Payroll Production Calendar.

NOTE: *Successful cycle does not include actions/processes outside of the Contractor’s control.

≥98% Each percentage point below benchmark Monthly $2,000 per Payroll document that results in a failure to meet the benchmark.

SLA 37

Off-Cycle Payroll Production

Contractor shall ensure the issue dates created for payments (warrants, direct deposit and debit card) for the regularly scheduled off-cycle payrolls are accurate based on when payrolls are scheduled to process in accordance with the Payroll Production Calendar.

100% Each percentage point below benchmark Monthly $4,000 per Payroll document

SLA 38 Funding reports

Contractor shall provide all funding reports to each agency budget/financial contact at HHSC, DSHS, DFPS, and CPRIT no later than by 2:00 p.m. (CT) on a day in which a payroll has been processed and

≥95% of all funding reports during a calendar month

Each late funding report that is provided after 4:00 pm on a day in which a payroll is processed.

Monthly $1000 per each late funding report that results in a

Contractor shall ensure that all funding reports are provided no later than 4:00 p.m. on that day.

Funding report is late after 4:00 p.m.

failure to meet the benchmark.

SLA 39

Timesheet Exception Processing

Contractor shall resolve all time labor and leave exceptions by 1:00 PM (CT) each day unless prior approval was received from HHS Time Labor and Leave before 12:00 PM (CT) of that day, provided the number of exceptions does not exceed 200 per day. The day’s exceptions as measured by this standard are capped at 200 per day. Exceptions over the 200 limit in a day do not carry over to the next day. However, the overall goal is that all exceptions are cleared each day.

≥95% of the total time labor and leave exceptions for the month, subject to a cap of 200 exceptions per day, must be successfully resolved by the applicable deadline.

Each day that 95% of the exceptions for that day are not cleared, (capped at a maximum of 200 exceptions per day).

Monthly $200 each day of the month that 95% attainment was not achieved.

Not to exceed $2,000 per month.

SLA 40

Information Security Requirements

Contractor shall comply with all applicable State and federal information security requirements as referenced in the Texas HHS control standards catalog, IS-Controls. Specifically, the Contractor shall comply with requirements listed in Exhibit P, HHS Information Security and Privacy Controls Requirements

100% Each violation of any mandated security protocol and/or security standard.

Monthly $1,000.00

SLA 41 Security Reports

Contractor shall report every security breach and actions taken in response to each security incident or breach, to the Agencies Security Manager and Contract Manager no later than one (1) calendar day of discovery of the breach.

100% Each incident that is not reported within one

(1) calendar day

Monthly $500.00

SLA 42 Security Controls

Contractor shall submit a Security Assessment Report described in the Information Security Risk Assessment Monitoring Procedures (IS-RAMP) to the HHSC Contract Manager within ten (10) days of Contract award date in order to provide an attestation of compliance with security controls prescribed within the agreement with HHS.

100% Each Business Day beyond Benchmark Per Exhibit P – Texas Health and Human

Services Information Security and

Privacy Requirements

$1,000.00

SLA 43 Recruiting and Hiring System

Contractor shall ensure system availability to Agency users.

Availability = Maximum monthly availability (e.g., (30 days times 24 hours) minus any planned downtime minus any unplanned downtime) divided

≥99.9% Each percentage point below the benchmark Monthly $2,000.00 by Maximum monthly availability (e.g., (30 days times 24 hours) minus any planned downtime).

SLA 44 Interactive Voice Response

Contractor shall ensure system availability to Agency users.

Availability = Maximum monthly availability (e.g., (30 days times 24 hours) minus any planned downtime minus any unplanned downtime) divided by Maximum monthly availability (e.g., (30 days times 24 hours) minus any planned downtime).

≥99.9% Each percentage point below the benchmark Monthly $2,000.00

SLA 45

Online User and Help Guides (Knowledge Management System)

Contractor shall update User Guides from Functional Design documents to ensure system availability to Agency users.

Availability = Maximum monthly availability (e.g., (30 days times 24 hours) minus any planned downtime minus any unplanned downtime) divided by Maximum monthly availability (e.g., (30 days times 24 hours) minus any planned downtime).

NOTE: Utilize current help authoring tool compatible with the system.

≥99.9% Each percentage point below the benchmark Monthly $2,000.00

SLA 46 Electronic Fax System

Contractor shall ensure system availability to Agency users.

Availability = Maximum monthly availability (e.g., (30 days times 24 hours) minus any planned downtime minus any unplanned downtime) divided by Maximum monthly availability (e.g., (30 days times 24 hours) minus any planned downtime).

≥99.9% Each percentage point below the benchmark Monthly $2,000.00

SLA 47 Deliver Online Trainings

Contractor shall ensure system availability to Agency users.

Availability = Maximum monthly availability (e.g., (30 days times 24 hours) minus any planned downtime minus any unplanned downtime) divided by Maximum monthly availability (e.g., (30 days times 24 hours) minus any planned downtime).

≥99.9% Each percentage point below the benchmark Monthly $1,000.00

SLA 48

Business Continuity:

System Outage Notifications

Contractor shall notify HHSC Contract Manager via e-mail, or telephone if e-mail is unavailable, of any Severity 1 system outage within ten (10) minutes after CONTRACTOR determines a major system outage has occurred for a production system.

Severity 1: Major system, application or delivery capability is unavailable, and impact is significant across a large number of client personnel and there is no acceptable workaround.

Within ten (10) minutes after CONTRACTOR determines a major system outage has occurred for a production system

Each ten (10) minute interval after the first ten (10) minutes following a major system outage

As Needed $1,000.00

SLA 49

Business Continuity:

Outage Report

Contractor shall provide HHSC Contract Manager a written outage report within twenty-four (24) hours of any Severity 1 system outage.

Severity 1: Major system, application or delivery capability is unavailable, and impact is significant across a large number of client personnel and there is no acceptable workaround.

Within twenty-four (24) hours of any Severity 1 system outage

Each Business Day after due date As Needed $1,000.00

SLA 50

Transaction Response Time Report

Contractor Transaction Response Time Report By the 15th Business Day of the month, Contractor shall provide a response time report for transactions defined by HHSC to be Business-critical. These transactions will be determined once the CONTRACTOR'S systems are known.

By the 15th Business Day of the month

Each Business Day after due date Monthly $500.00

SLA 51

Information Technology Functions Transaction Response Time Remediation

Contractor Transaction Response Time Remediation; Contractor shall initiate research to resolve transaction response times outside benchmarks identified on the Transaction Response Time Report.

By the 15th Business Day of the month

Provide incident number and initial research results

Each Business Day after due date Monthly $500.00

SLA 52 Recruiting and Hiring System

Contractor must ensure the system save new profiles, State of Texas Applications, and job requisitions within 10 seconds of creation.

Average less than 10 seconds Each second beyond Benchmark. Response times will be based on the "time taken" as measured and reported by the web servers supporting the transactions

Monthly $500.00

SLA 53

Information Technology Functions:

Downtime initiated by Contractor

Contractor shall provide timely notice to HHSC Contract Manager of any unplanned production systems downtime initiated by the Contractor.

For instances of unplanned production systems downtime initiated by the Contractor because of a

Immediately after the discovery of the downtime

As Required Hours $500.00

Severity 1 incident (wherein system unavailability might exist), the Contractor may initiate the downtime without prior notice to HHSC but must provide notice telephonically and via email to HHSC Contract immediately after the discovery of the downtime.

For instances of unplanned production systems downtime initiated by the Contractor because of a Severity 2, 3, or 4 incidents, the Contractor shall provide notice telephonically and via email to HHSC Contract Manager immediately after the discovery of the downtime.

Severity 2: A significant component capability is unavailable to a Business Unit or multiple users.

Prolonged outage may affect the Business Unit's ability to complete critical Business functions. No acceptable workaround is available.

Severity 3: A function is unavailable, having an impact on a group of individuals. A workaround is available. Problems considered Severity 1 or 2 that have an acceptable workaround will be assigned a Severity level of 3.

Severity 4: A problem has occurred which requires resolution, but a workaround is available.

SLA 54

Information Technology Functions:

System Downtime – Severity 2, 3, or

Contractor shall provide notification of unplanned production systems downtime when a Severity 2, 3, or 4 application incidents has occurred one (1) hour prior to the downtime initiated by the Contractor .

One (1) hour prior to the downtime initiated by the Contractor

Each hour beyond Benchmark Hours $500.00

SLA 55

Disaster Recovery (DR) and Business Continuity

Contractor shall update the DR Plan after the conclusion of each annual IT DR exercise. Any changes made as a result of lessons learned, findings and observations of the DR exercise, must be submitted to the HHSC Contract Manager, HHSC IT DR Manager, and the HHSC IT DR Team within sixty (60) Calendar Days after the conclusion of the DR exercise. After HHSC's review and if more revisions are required, Contractor shall provide a revised and unredacted plan (in hard copy form, if the DR Plan contains information that is specific to other customers of Contractor) to HHSC Contract Manager within fifteen (15) Calendar Days after the past review for their approval.

Submit it to HHSC within sixty

(60) Calendar Days of the conclusion of the DR Test

Each Business Day after due date As Needed $500.00

SLA 56

Disaster Recovery and Business Continuity

Contractor shall update the IT DR Plan and submit it to the HHSC Contract Manager, HHSC IT DR Manager, and HHSC DR Team for review within sixty (60) Calendar Days after final implementation of a change in the production technical system architecture. After HHSC's review and if more revisions are required, Contractor shall provide a revised and unredacted plan to HHSC Contract Manager within fifteen (15) Calendar Days for review.

Within sixty (60) Calendar Days after final implementation of a significant change in the production technical system architecture.

Fifteen (15) Calendar Days to provide a revised plan after HHSC review.

Each Business Day after due date As Needed $500.00

SLA 57

Disaster Recovery and Business Continuity

Contractor shall update the DR Plan after any changes of contact information related to the two key DR points of contact for HHSC, including changes to contact names, work and mobile phone numbers, and email addresses within thirty (30) Calendar Days after contact information changes.

Within thirty (30) Calendar Days of contact information changes

Each Business Day after due date As Needed $500.00

SLA 58

Disaster Recovery Time Objective

If a DR event occurs, Contractor shall meet the Recovery Time Objective of twenty-four (24) hours to fully restore and make accessible the production environment at the Contractor’s designated DR hosting site.

24 Hours after DR Event Declared

Each 8-hour increment beyond Benchmark As Required

SLA 59

Disaster Recovery Time Objective

Recruiting and Hiring System 24 Hours after DR Event Declared

Each 8-hour increment beyond Benchmark Hours $2,000.00

SLA 60

Recovery Time Objective

Interactive Voice Response System 24 Hours after DR Event Declared

Each 8-hour increment beyond Benchmark Hours $2,000.00

SLA 61

Disaster Recovery Time Objective

Online User and Help Guides 24 Hours after DR Event Declared

Each 8-hour increment beyond Benchmark Hours $1,000.00

SLA 62

Disaster Recovery Time Objective

Delivered Online Courses 24 Hours after DR Event Declared

Each 8-hour increment beyond Benchmark Hours $1,000.00

SLA 63

Disaster Recovery Time Objective

Electronic Fax System 24 Hours after DR Event Declared

Each 8-hour increment beyond Benchmark Hours $1,000.00

SLA 64

Disaster Recovery Point Objective

If a DR event occurs, Contractor shall meet the Recovery Point Objective of no more than twenty-four (24) hours of loss of data in restoring production data at the Contractor’s designated DR hosting site.

24 Hours of Loss of Production Data

Each 8-hour increment beyond Benchmark As Required

SLA 65

Disaster Recovery Point Objective

Recruiting and Hiring System 24 Hours of Loss of Production Data

Each 8-hour increment beyond Benchmark Hours $2,000.00

SLA 66

Disaster Recovery Point Objective

Interactive Voice Response System (Time and Attendance Database)

24 Hours of Loss of Production Data

Each 8-hour increment beyond Benchmark Hours $2,000.00

SLA 67

Disaster Recovery Point Objective

Online User and Help Guides 24 Hours of Loss of Production Data

Each 8-hour increment beyond Benchmark Hours $1,000.00

SLA 68

Disaster Recovery Point Objective

Delivered Online Courses 24 Hours of Loss of Production Data

Each 8-hour increment beyond Benchmark Hours $1,000.00

SLA 69

Disaster Recovery Point Objective

Electronic Fax System 24 Hours of Loss of Production Data

Each 8-hour increment beyond Benchmark Hours $1,000.00

SLA 70

Disaster Recovery Exercise

Contractor shall plan and conduct an annual Disaster Recovery exercise in coordination with

HHSC.

Annually (at least once within any given calendar year)

Per each occurrence Annually $10,000.00

SLA 71

Updating Learner Statuses for Activities

Contractor shall process course completions by updating the learner’s transcript upon receiving the request within three (3) Business Days.

NOTE: Pay impacting transactions will be processed within one (1) Business Day.

≥95% Each percentage point below benchmark As Required $500.00

SLA 72 Create Custom Courses

Contractor shall create custom courses in accordance with the project plan, includes review, testing and deployment approved by the HHSC Contract Manager.

Deadline as defined by the Training project plan.

Every Business Day after the approved training project plan due date.

As Required $500.00

SLA 73 Maintain Custom Courses

Contractor shall maintain custom courses in accordance with the project plan, includes review, testing and deployment approved by the HHSC Contract Manager.

Deadline as defined by the Training project plan.

Every Business Day after the training project plan due date.

As Required $500.00

SLA 74

Quality Management Plan (Final)

Contractor shall submit a Quality Management Plan including an overall approach for a comprehensive, continuous, and measurable quality management program within thirty (30) Calendar Days after the effective date of the Agreement or on a later date specified by HHSC.

Final, due thirty (30) Calendar Days after the Contract Effective date.

Each Business Day after due date One-Time $500.00

SLA 75

Security Management Plan (Initial)

Contractor shall submit an acceptable Security Management Plan, which includes an overall approach for establishing and maintaining security that meets all state and federal requirements [including Health Insurance Portability and Accountability Act (HIPAA) and Federal Information Security Management Act (FISMA)], adheres to the security breach response requirements set out in the HHSC Data Use Agreement, and protects against unauthorized access, by the effective date of the Agreement or by a later date specified by HHSC.

Initial, thirty (30) Calendar Days after the Contract Effective.

Each Business Day after due date One-Time $1,000.00

SLA 76

Integration Management Plan (Initial)

Contractor shall submit an Integration Management Plan that documents the planned approach for coordinating and managing Business activities with the HHSC and other vendors, subcontractors, stakeholders, and/or trading partners, within thirty

(30) Calendar Days after Contract Execution or by the date specified by HHSC.

Within thirty (30) Calendar Days after Contract Execution or by the date specified by HHSC

SLA 77

Recovery and Business Continuity Plan

Contractor shall test the Disaster Recovery Plan at least once each year and provide results and, as applicable, action plans to address deficiencies to HHSC. Contractor shall submit an updated Disaster Recovery and Business Continuity Plan that:

(a) incorporates any needed changes based on the Disaster Recovery Plan test results and (b) is plan specific to on-going operations within thirty (30) Calendar Days after the effective date of the Agreement or by a later due date specified by

HHSC.

Initial, due thirty (30) Calendar Days after the effective date of the Agreement

Each Business Day after due date Annually $51,000.00

SLA 78

Change Management Plan (Initial)

Contractor shall submit a Change Management Plan with strategies, processes, and procedures to manage change and control scope, within thirty (30) Calendar Days after contract execution or by a later date specified by the HHSC.

Within thirty (30) Calendar Days after Contract Execution or by the date specified by HHSC

Each Business Day after due date As Required $1,000.00

SLA 79

Risk Management Plan (Initial)

Contractor shall submit a Risk Management Plan within thirty (30) Calendar Days after the effective date of the Contract or by a later date reasonably specified by HHSC.

Within thirty (30) Calendar Days after Contract Execution or by the date specified by HHSC

Each Business Day after due date As Required $1,000.00

SLA 80 Recruiting Conversion Plan

Contractor shall submit a Recruiting Data Conversion Plan within thirty (30) Calendar Days after the effective date of the Agreement or by a later date reasonably specified by HHSC.

Within thirty (30) Calendar Days after Contract Execution or by the date specified by HHSC

Each Business Day after due date As Required $1,000.00

SLA 81 Transition Plan

Contractor shall submit a final Transition Plan within thirty (30) Calendar Days after the Contract Effective Date of the Agreement or by a later date specified by HHSC, as applicable.

Within thirty (30) Calendar Days after Contract Effective Date or by the date specified by HHSC

Each Business Day after due date As Required $40,000.00

SLA 82

Implementation of the Transition Plan

Contractor shall complete and implement all deliverables identified in the accepted Transition Plan by the due dates established for each deliverable in the Transition Plan prior to the “operational start date” or by a later date that is acceptable to HHSC if the established due date is unreasonable under the circumstances.

Each incident of a failure to perform an obligation in the accepted transition plan will be regarded as a failure to meet

Each Business Day for each incident after the due date during transition phase

As Required $50,000.00

SLA 83

Readiness Assessment Plan

Contractor shall prepare and submit a Readiness Assessment Plan for the operations and systems

Within thirty (30) Calendar Days of the due date of the plan within thirty (30) Calendar Days after Contract Execution or by a later date specified by HHSC.

SLA 84

Readiness Assessment Review

Contractor shall submit the results of the Readiness Assessment within fifteen (15) Calendar Days after the readiness assessment review has been completed prior to the operational start date.

Within fifteen (15) Calendar Days of the due date of the review

Each Business Day after due date As Required $1,000.00

SLA 85 Turnover Plan

Contractor shall submit a Turnover Plan within six

(6) months prior to the expiration of the initial contract term, or at a later date specified by HHSC, including any extension, for HHSC approval.

Within six (6) months prior to the end of the contract or a later date specified by HHSC

Each Business Day after due date As Required $1,000.00

SLA 86 Turnover Report

Contractor shall prepare and submit a Turnover Results Report within forty-five (45) Calendar Days after the completion of turnover activities.

Within forty-five (45) days after the completion of turnover activities

Each Business Day after due date One-Time $1,000.00

Call Handling Plan

Contractor shall submit a comprehensive plan for customer inquiry handling methods and procedures within ten (10) Business Days after the effective date of this Agreement.

Within ten (10) Business Days after the effective date of this Agreement

Each Business Day after due date As Required $1,000.00

SLA 87

Information Technology Functions:

Business Continuity Disaster Recovery

Contractor shall prepare and submit an Information Technology (IT) Disaster Recovery (DR) Plan for HHSC review and approval within thirty (30) Calendar Days from the effective date of this Contract. If the HHSC IT DR Plan contains information that is specific to other customers of Contractor, Contractor may redact such information from any electronic copies of the plan that may be submitted to HHSC. Contractor shall not redact any HHSC-specific information from the HHSC IT DR Plan or any updates, regardless of the form of the plan or update. Contractor shall include a version control mechanism to track HHSC IT DR Plan changes.

Within thirty (30) Calendar Days from the contract execution

Each Business Day after due date As Required $500.00

*The cumulative total of liquidated damages that may be assessed for failure to meet required Service Levels will not exceed $500,000 per calendar quarter.

**For benchmarks stated in terms of a percentage, the actual calculated percentage of performance will be rounded down to the nearest whole number to determine the value of liquidated damages.