RFP 260000002460 Schedule D - Service Level Agreement.docx

This is a Service Level Agreement (SLA) document for RFP 260000002460, establishing performance standards and accountability measures between the State of Michigan's Department of Environment, Great Lakes, and Energy (EGLE) and a contractor providing Pollution Prevention and Food Waste Reduction Technical Assistance Program services. The contractor is required to meet six key service metrics: (1) performance standards aligned with industry technical assistance best practices; (2) timely response and reporting requirements with extensions available upon written request to the EGLE Program Manager; (3) quality deliverables including data collection, analysis, and reporting that meet industry standards; (4) confidential data management with all project information remaining EGLE property; (5) appropriate representation of the Program during client interactions and proper partnership formation on behalf of the Program; and (6) service credit assessments for non-compliance.

The SLA establishes a tiered penalty structure for non-compliance, with credits of $100 assessed for each of the first five violations in a calendar year, increasing to $500 for the sixth occurrence and thereafter. The EGLE Program Manager retains discretion to review extenuating circumstances before assessing penalties, and resulting credits may be applied against contractor payments or paid directly to the State within 10 days of notice. Bidders must confirm acceptance of these requirements or identify any exceptions in their proposal response, with the contract term and additional financial details contained in other RFP documents.