Schedule D - Service Level Agreement.docx
DOCX document 72 KB Posted
- Attached to
- Full-size Vans - With or Without Lift
- Solicitation number
- RFP 171 260000002641 1
- Issued by
- Michigan
About this file
This is a Service Level Agreement (SLA) schedule document that establishes performance standards and service delivery expectations for full-size van procurement in Michigan. The SLA defines the baseline service levels required from vendors supplying full-size vans, with or without lift equipment, including specifications for vehicle availability, delivery timelines, maintenance responsiveness, and equipment functionality. The agreement establishes measurable performance metrics that vendors must meet throughout the contract term, with particular emphasis on vehicle condition upon delivery, lift mechanism operation (where applicable), and timely resolution of defects or mechanical issues reported by the procuring entity.
The SLA incorporates penalty provisions and remediation procedures for vendors failing to meet specified service levels, including potential deductions from payments or contract termination rights for persistent non-compliance. Performance measurement occurs on a monthly or quarterly basis with documented review processes. The agreement specifies that vendors must maintain inventory levels sufficient to meet demand, ensure all vehicles are delivered in operable condition meeting safety standards, and provide timely technical support for lift-equipped units. Failure to maintain agreed-upon service levels triggers corrective action protocols and may result in financial penalties or replacement of underperforming vendors. The SLA operates concurrently with the primary contract terms and remains in effect for the full contract duration, including any renewal periods.
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Other files
| File | Type | Posted |
|---|---|---|
| Schedule G - Equipment Checklist.docx | DOCX document | |
| Standard Contract Terms.docx | DOCX document | |
| Schedule F - Federal Provisions Addendum.pdf | ||
| Schedule C - Insurance Requirements.docx | DOCX document | |
| Proposal Instructions.docx | DOCX document | |
| Attachment 1 - Specifications.docx | DOCX document | |
| Schedule B - Pricing.xlsx | XLSX spreadsheet | |
| Transit Agency Listing.pdf | ||
| Vendor Questions Worksheet.docx | DOCX document | |
| Schedule A - Statement of Work.docx | DOCX document | |
| Confidential Treatment Form.docx | DOCX document | |
| Attachment 2 - Affidavit For Driver Delivery.docx | DOCX document |
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Text version
Enter your company name Schedule D – Service Level Agreement The Contractor will be held accountable to meet the requirements and the service level requirements established in this Contract.
The State reserves the right to reconsider or amend SLA amounts for split awards should they occur.
Service Level Agreements for this Contract will be as follows:
Timely Deliveries
| SLA Element |
| Scope, Acceptable Standard & Service Credits |
| Definition and Purpose |
| All orders must be delivered within 210 calendar days of receipt of order. |
AND/OR
The Contractor must ensure that items and quantities delivered are exactly the items, brands, and quantities on the Order Confirmation. No substitutions will be allowed without prior written permission by the Ordering Entity.
The entire order will be received on the same day unless a partial delivery has been approved in advance by the Ordering Entity.
| Acceptable Standard |
| All deliveries must occur in accordance with the approved delivery schedule. See Section 11 - Delivery of Schedule A – Statement of Work. |
Extenuating circumstances must be communicated by the Contractor to the Program Manager prior to the scheduled delivery date and time.
Items, brands, and quantities delivered will match the Order Confirmation exactly.
Signed and dated packing slips will be provided to agency name at the time of delivery.
The entire order must be delivered on the same day unless a partial delivery has been approved in advance by the Program Manager.
Orders not received in their entirety, as determined by a review of the Data Sources, will be considered inaccurate.
The acceptable standard is 100% compliance.
| Credit Due for Failing to Meet the Service Level Agreement |
| If there is late or improper completion of the Contract Activities, |
$5,000 may be assessed.
An additional $100 per day may be assessed for each day the Contractor fails to remedy the late or improper completion of the Work.
Extenuating circumstances will be reviewed by the Program 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 will be completed within 10 days of notice of assessment.
RFP 260000002641
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