RFP 260000001218 - Schedule H - Prisoner Store SLAs.docx
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- Solicitation number
- RFP 171 260000001218 3
- Issued by
- Michigan
About this file
This is a Service Level Agreement (SLA) schedule for the Maryland Department of Corrections (MDOC) Commissary/Prisoner Store Rebid contract. The document establishes performance metrics and service standards that the contractor must maintain throughout the contract term, which begins on a contract start date to be determined. The contractor is responsible for managing prisoner store inventory, facility order deliveries, report submissions, technical infrastructure maintenance, and sales commission tracking across all MDOC facilities statewide.
The SLA specifies five key performance metrics with strict compliance requirements and associated financial penalties. Inventory outages must not exceed 1% of approved store items on any business day, with $500 assessed per violation day. Facility orders must be delivered within five business days of receipt, with $1,000 assessed on the sixth business day and an additional $1,000 for each day thereafter until delivery. All required reports must be submitted within 20 calendar days of month-end, with $100 daily penalties beginning on day 21. Technical issues with kiosks must be resolved within 48 hours or the next business day, with $250 per kiosk per 24-hour period assessed for delays, an additional $1,000 per kiosk if unresolved within five business days, and $5,000 monthly if kiosk breakdowns exceed 10% statewide. Sales commissions for friends and family packages must be paid within 20 calendar days of quarter-end, with $500 daily penalties beginning on day 21. The State reserves the right to apply assessed credits toward contractor payments or demand direct payment within 10 days, with all penalties subject to review for extenuating circumstances by the MDOC Contract Manager.
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Agency/Vendor: MDOC COMMISSARY/PRISONER STORE REBID
Contract #: TBD –
Effective Date: *Contract Start Date*
Metric 1: Inventory Outages
Definition and Purpose:
The Contractor must ensure all store items are continuously available for prisoner purchase. Prisoner Store Inventory Outages must not exceed 1% of the total number of the approved store items for any business day (Monday through Friday).
Data Sources:
1. Inventory Outage Report
2. Prisoner Store Sales Report
3. Vendor Outage Letters, Recall Letters, or Discontinued Item Letters (valid for 90 days)
Methodology:
MDOC will review Data Sources 1, 2, and 3 for each calendar month.
Acceptable Standard:
The Acceptable Standard is 100% compliance.
Amount for Failing to Meet Service Level Agreement:
Prisoner Store Inventory Outages must not exceed 1% of the total number of the approved store items for any business day (Monday through Friday). $500.00 will be assessed for each business day (Monday through Friday) that the Prisoner Store Inventory Outages exceed the 1% threshold for items out of stock.
Extenuating circumstances will be reviewed by the MDOC Contract Manager before any Service Credits are assessed. At the discretion of the State, these credits may be applied toward any payable due to the Contractor or be payable directly to the State. Payments made directly to the State shall be completed within 10 days upon demand.
Metric 2: Delivery
Definition and Purpose:
The Contractor must ensure facility orders are delivered to locations identified on the Delivery Order (DO) or designated locations as agreed upon by the MDOC and the Contractor. These order deliveries are to be completed within 5 business days of the facility order being received by the Contractor.
Note: “Complete” is defined as an entire facility order being delivered.
Data Sources:
1. Mutually approved Download and Delivery Schedule
2. Delivery Receipts
3. Mutually approved deviations to the Delivery Schedule
4. Delivery Compliance Report
5. Facility Correspondence
Methodology:
MDOC will review Data Sources 1, 2, 3, 3, and may review Data Source 5 for each month.
Acceptable Standard:
The Acceptable Standard is 100% compliance.
Amount for Failing to Meet Service Level Agreement:
The Contractor must ensure order deliveries are completed within 5 business days of the facility order being received. $1,000.00 will be assessed on the 6th business day from the facility order being received and not delivered by the Contractor to the correct location. An additional $1,000.00 will be assessed for each business day thereafter until the facility order is delivered to the correct location.
Extenuating circumstances will be reviewed by the MDOC Contract Manager before any Service Credits are assessed. At the discretion of the State, these credits may be applied toward any payable due to the Contractor or be payable directly to the State. Payments made directly to the State shall be completed within 10 days upon demand.
Metric 3: Reports
Definition and Purpose:
The Contractor must ensure all required reports listed in the Data Sources of Metric 3 are accurate, complete, and provided to the MDOC within 20 calendar days from the close of the previous month.
Data Sources:
1. Prisoner Store Sale Report
2. Friends and Family Order Information Report (order number, name, prisoner name, and MDOC #, etc.)
3. Delivery Compliance Reports
4. Technical Issue Resolution Report
5. Service Compliance Reports (Technical Support, Repairs, and Maintenance)
6. Monthly Employee Roster
7. Inventory Outage Report
8. Sales Commission Report (to include Sales Commission Check and Monthly & Annual Sales Report)
9. Friends and Family Sales Commission Report (to include Sales Commission Check and Quarterly & Annual Sales Report)
10. Vending Machine Cards Sales Report
11. Refunds and Return Report
11. Email correspondence with Contractor regarding reports
Methodology:
MDOC will review Data Sources 1-10 and may review Data Source 11for each month.
Acceptable Standard:
The Acceptable Standard is 100% compliance.
Amount for Failing to Meet Service Level Agreement:
Reports must be received within 20 calendar days of the close of the previous month. $100.00 will be assessed on the 21st day and each day thereafter until the reports are received by the MDOC.
Extenuating circumstances will be reviewed by the MDOC Contract Manager before any Service Credits are assessed. At the discretion of the State, these credits may be applied towards any payable due to the Contractor or be payable directly to the State. Payments made directly to the State shall be completed within 10 days upon demand.
Metric 4: Technical Issue Resolution
Definition and Purpose:
The Contractor must ensure that kiosks and associated infrastructure remain operational for prisoner use. The MDOC will report technical issues through the Contractor’s ticketing/repair process. Technical issues with kiosks and associated infrastructure must be fully resolved within 48 hours or the next business day, whichever is greater. The MDOC’s measure of functionality is the operation of the kiosks.
A full resolution is defined as returning the kiosk or associated infrastructure to 100% functionality.
Associated infrastructure is defined under Section 1 General Requirements.
Data Sources:
1. Service Compliance Reports (Technical Support, Repairs, and Maintenance)
Methodology:
MDOC will review Data Source 1 each month.
Acceptable Standard:
The Acceptable Standard is 100% compliance.
Amount for Failing to Meet Service Level Agreement:
For any technical issue with a kiosk or associated infrastructure that is not fully resolved within 48 hours (Monday through Friday) or the next business day, $250.00 per kiosk will be assessed for each 24-hour period thereafter until the issue is fully resolved.
An additional $1,000.00 per kiosk will be assessed if a technical issue is not fully resolved in 5 business days.
Also, there will be a monthly amount of $5,000.00 assessed if the number of kiosk breakdowns exceeds 10% of the total number of kiosks statewide on any business day.
Extenuating circumstances will be reviewed by the MDOC Contract Manager before any Service Credits are assessed. At the discretion of the State, these credits may be applied toward any payable due to the Contractor or be payable directly to the State. Payments made directly to the State shall be completed within 10 days upon demand.
Metric 5: Sales Commission
Definition and Purpose:
The Contractor must have a means in place to track Commissions earned on all Prisoner Store, friends, and family sales. The Prisoner Benefit Fund Commission fees collected, transaction fees billed, and/or commissions earned will be provided to the State. The Commission payment for the friends and family packages ordered is due to the MDOC within 20 calendar days from the close of the previous quarter.
Refer to Schedule B - Pricing, for product pricing and commission rates.
Data Sources:
1. Sales Commission for friends and family package orders report (to include Quarterly Sales Commission Check and Quarterly & Annual Sales Report)
2. Correspondence with Contractor
3. MDOC Internal Correspondence
Methodology:
MDOC will review Data Sources 1 and 2 and may review Data Sources 3 for each calendar month.
Acceptable Standard:
The Acceptable Standard is 100% compliance.
Amount for Failing to Meet Service Level Agreement:
Sales Commissions must be received within 20 calendar days of the close of the quarter. $500.00 will be assessed on the 21st day and each day thereafter until the commissions are received by the MDOC.
Extenuating circumstances will be reviewed by the MDOC Contract Manager before any Service Credits are assessed. At the discretion of the State, these credits may be applied toward any payable due to the Contractor or be payable directly to the State. Payments made directly to the State shall be completed within 10 days upon demand.
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