IFB 270009 - ATTACHMENT 4 - SLA.pdf

IFB 270009 - ATTACHMENT 4

SERVICE LEVEL AGREEMENT

Contractor agrees to meet the performance standards and requirements as set forth in the Contract generally and this Service Level Agreement (“SLA”) particularly, understanding that failure to do so will interfere with the PLCB’s business obligations. In accordance with Pennsylvania common law and unless otherwise set forth within the Contract, the Contractor is presumed to undertake the burden of an unanticipated event unless the event rises to the level of a Force Majeure event, is caused or created by the PLCB, or is otherwise excused by law.

The Contractor agrees that, in the event of such an unexcused failure, it would be impractical and extremely difficult to establish the actual monetary damage for which the Contractor is the material cause. The Contractor therefore agrees that the PLCB may assess liquidated damages in the amounts and in the manner as set forth in this SLA. Such liquidated damages do not constitute penalties.

Service Levels The following service levels will be used to evaluate Offeror’s performance and assess liquidated damages if/when Offeror’s performance falls below expected service levels.

Service Level Goal Liquidated Damage

Cancelled installation

Installations cancelled without prior PLCB approval

50% of the cost for the store(s) that were cancelled

Delayed installation

Store installation failed to be completed in one day

50% of the cost for any store that failed to be installed that day due to the delay.

Resolution for service call Resolution of service call within 4 hours

$50 for failure to resolve within 4 hours from notification by PLCB.

$2.50 for every additional 15 minutes after 4 hours until resolution occurs.

The PLCB may issue and apply the above noted liquidated damages in the form of a credit memo against the next monthly invoice for Contractor’s failure to meet any Service Level identified above.