OF_7 Service Level Agreement Requirements.docx
DOCX document 72 KB Posted
- Solicitation number
- P23001870
- Issued by
- Honolulu County, Hawaii
About this file
This document is a Service Level Agreement (SLA) Requirements form for an Unemployment Insurance (UI) system modernization project solicited by the State of Hawaii Department of Labor and Industrial Relations (DLIR) through RFP-23-01-UI. The selected offeror must ensure that all data and data elements necessary to support the agreed upon SLAs and metrics will be collected, measured, and monitored by DLIR in real-time. The offeror will work with DLIR to establish and refine the data, calculations, and monitoring approach for all SLAs. Failure to meet SLAs will result in predetermined reductions in payments to the offeror, and the offeror must provide a corrective action plan within 10 days. The document defines severity levels, response times, and resolution times for system defects, warranty issues, and operational issues, with specific service level metrics that must be met.
The document also outlines the penalties for failing to meet SLAs, including doubling of credits (liquidated damages) for consecutive or multiple failures, and the potential for contract termination for material breach if certain SLA thresholds are not met. The SLAs do not apply in certain circumstances, such as issues with the public internet or equipment supplied by the state. This SLA Requirements form is part of the RFP-23-01-UI Unemployment Insurance Modernization Project, issued by the State of Hawaii DLIR, seeking proposals for UI system modernization software and implementation services.
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Text version
OFFER FORM OF-7
SERVICE LEVEL AGREEMENT REQUIREMENTS
RFP-23-01-UI
Service Level Agreement Requirements
1. Selected Offeror shall ensure that all data and data elements necessary to support agreed upon SLAs and metrics will be collected and measured and can be monitored by DLIR in real time.
2. Selected Offeror shall work with DLIR to establish and continually refine the data to be used, calculations and monitoring approach for all aspects of all agreed upon SLAs and metrics.
3. For any SLA not achieved, DLIR and the Selected Offeror will agree to a predetermined reduction in payments to the Offeror outlined in the OF-5 Cost Proposal Form.
4. When a required SLA is not met, as identified in the within the Offeror will provide DLIR with a written Corrective Action Plan (CAP), submitted for approval by the DLIR no later than 10 business days from the date DLIR requests the CAP. DLIR will consider extensions to the 10-day timeline on a case-by-case basis. The CAP will include, at a minimum:
1. The missed SLA
2. Full description of the issue
3. Cause of the problem
4. Risks related to the issue
5. The resolution, including any failed solutions implemented prior to resolution
6. Proposed corrective action going forward to avoid missing the SLA in the future for which the Selected Offeror will implement the proposed corrective action only upon DLIR approval.
5. For the SLA, “Timely resolution of system and operations defects, warranty issues and operational issues,” failures that result in any form of remedial action by the Selected Offeror (e.g., warranty defect, issue, “fix”, etc.) the following definitions and service levels and resolution timeframes shall be imposed:
| Severity Levels |
| Severity 1 |
| Severity 2 |
| Severity 3 |
| Severity 4 |
| Offeror Response |
| System Outage |
| Prevents external or internal users from accessing the system at all |
| Prevents external or internal users from accessing a portion of the system |
| Prevents internal users from accessing system |
11 hours per day (7:00 am – 6:00 pm HST) 5 days per week (Monday through Friday) Excluding Holidays
| Prevents DLIR users from accessing system Saturdays/Sundays/Holidays (S/S/H) when Agency is closed |
| ☐ Can meet requirements |
☐ Can’t meet requirements ☐ Exceed requirements
| Work Around |
| None |
| None |
| Possible Work Around |
| Work Around Available |
| ☐ Can meet requirements |
☐ Can’t meet requirements ☐ Exceed requirements
| Percent of Users Affected |
| 51 – 100% of Users |
| 26-50% of Users |
| 11 – 25% of Users |
| 1 – 10% of Users |
| ☐ Can meet requirements |
| Business, Legal, Financial, Compliance, PR Impact/Exposure |
| Severe |
| Serious |
| Moderate |
| Low |
| ☐ Can meet requirements |
| Support Hours |
| 24/7/365 |
| 24/7/365 |
| 11/5/Excluding Holidays (EH) |
| 11/5/Excluding Holidays (EH) |
| ☐ Can meet requirements |
| Response Time |
| Less than 30 minutes after incident is discovered by DLIR, or the Contractor and recorded or logged into the defect tracking tool. |
| Less than 2 hours after incident is discovered by DLIR, or the Contractor and recorded or logged into the defect tracking tool. |
| Less than 4 hours after incident is discovered by DLIR, or the Contractor, and recorded or logged into the defect tracking tool, excluding S/S/H |
| Less than 4 hours after incident is discovered by DLIR, or the Contractor, and recorded or logged into the defect tracking tool, excluding S/S/H |
| ☐ Can meet requirements |
☐ Can’t meet requirements ☐ Exceed requirements
| Resolution Time |
| Within 4 clock hours after first response |
| Within 6 clock hours after first response |
| Within 12 business hours after first response |
| Within 24 business hours after first response |
| ☐ Can meet requirements |
| Service Level Metrics |
| 100% of tracked incidents meet resolution time |
| 99% of tracked incidents meet resolution time |
| 99% of tracked incidents meet resolution time |
| 99% of tracked incidents meet resolution time |
| ☐ Can meet requirements |
| Measurement |
| Bi-Weekly |
(every 2 weeks) Bi-Weekly (every 2 weeks)
| Calendar Month |
| Calendar Month |
| ☐ Can meet requirements |
*The following are examples of conditions to be considered when determining relative impact and severity level on an incident: (this table serves as an example and is not an exhaustive list)
| Business |
| Inability to file, process, pay a claim; Inability to process a payment; over payment of claims due to defects in the system provided by Offeror, but excluding over-payments attributable to third-party fraud |
| Legal |
| Failure of security safeguards resulting in imminent exposure of PII or State Data to unauthorized access or disclosure. |
| Financial |
| Financial penalties incurred by State exclusively attributable to Offeror’s breach of this Agreement |
| Compliance |
| DLIR Core Metrics; State Quality Service Plan, |
** If the complexity of the problem and the anticipated solution require, the Selected Offeror and DLIR will negotiate the maximum acceptable resolution time accordingly.
6. Failure to achieve agreed upon SLAs shall have the following credits (Liquidated Damages) imposed:
a) Should the Selected Offeror fail to meet a given Service Level for two consecutive months any agreed upon credits (Liquidated Damages) shall be multiplied by two times.
b) Should the Selected Offeror fail to meet more than three agreed upon SLAs within a given month the agreed upon credits shall be multiplied by two times.
c) Should the Selected Offeror fail to meet a given Service Level or have more than three SLA failures for: (i) three (3) consecutive months; or (ii) four (4) months out of any eight (8) month period any agreed upon credits (Liquidated Damages) shall be multiplied by three times and shall increase by two times for each failure month thereafter.
7. In addition to DLIR’s right to receive Credits and without limiting DLIR’s ability to pursue any other rights or remedies it may have under the Agreement or at Law or in equity, DLIR shall be entitled to terminate for material breach the Agreement, or at its election the affected portions of the Agreement, without Contractor having a right to cure, upon the occurrence of any one of the following events (each, a "Service Level Termination Event") Contractor’s failure to meet a given Service Level for: (i) three (3) consecutive months; or (ii) four (4) months out of any eight (8) month period.
8. The SLAs, and the DLIR entitlement to Credits, shall not apply if a Failure was due solely to one of the following circumstances: (i) the performance of the portions of the public Internet controlled by companies other than Contractor; (ii) any equipment supplied by the State (including but not limited to browsers, modems, telecommunications lines, or other communication software or equipment) which are not Contractor-managed and are used to access the System or the Ongoing Services; or (iii) when the Failure occurs and is resolved during the Scheduled Maintenance period in which the Failure was reported.
OFFER FORM OF-7 1 RFP-23-01-UI
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