RFP 260000002460 Schedule D - Service Level Agreement.docx

This document is a Service Level Agreement (SLA) schedule for RFP 260000002460, a Pollution Prevention & Food Waste Reduction Technical Assistance Program administered by the State of Michigan's EGLE (Environment, Great Lakes, and Energy) department. The contractor is required to meet six primary service level metrics: performance standards aligned with industry standards for technical assistance; timely delivery of communications and reports as outlined in the accepted work plan; quality of data collection, analysis, and reporting that meets industry standards; data management with strict confidentiality protocols where all project information is considered EGLE property; appropriate representation of the Program rather than the contractor's own business interests; and relationship management ensuring all partnerships are formed on behalf of the Program. Extensions to reporting timelines may be requested in writing and are subject to approval by the EGLE Program Manager on a case-by-case basis.

The SLA establishes a service credit structure for non-compliance, with penalties of $100 assessed for each of the first five occurrences of non-compliance in a calendar year and $500 assessed for the sixth occurrence and each subsequent occurrence thereafter. The EGLE Program Manager will review extenuating circumstances before assessing any credits. Service credits may be applied at the State's discretion either as credits toward payments due to the contractor or as direct payments to the State within ten days of assessment notice. Bidders must confirm acceptance of these requirements or document any exceptions in their proposal response.