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 2
- Issued by
- Grand Traverse County, Michigan
About this file
This is a Service Level Agreement document for a state and local contract opportunity (RFP 260000002641) that establishes performance standards and accountability measures for the Contractor. The agreement specifies that all orders must be delivered within 210 calendar days of receipt, with items, brands, and quantities matching the Order Confirmation exactly. No substitutions are permitted without prior written authorization from the Ordering Entity, and the entire order must be delivered on the same day unless partial delivery has been pre-approved by the Program Manager. The Contractor is required to provide signed and dated packing slips at the time of delivery and must communicate any extenuating circumstances to the Program Manager prior to the scheduled delivery date. The acceptable standard for compliance is 100%, with all delivered items verified against approved delivery schedules outlined in Section 11 of the Statement of Work.
The agreement establishes service credit penalties for non-compliance, with a $5,000 assessment for late or improper completion of contract activities and an additional $100 per day charge for each day the Contractor fails to remedy the deficiency. The State reserves the right to apply these service credits toward any payment due to the Contractor or require direct payment to the State within 10 days of notice of assessment. The State also reserves the right to reconsider or amend Service Level Agreement amounts in the event of split awards. The Program Manager retains discretionary authority to review extenuating circumstances before any service credits are assessed.
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Other files
| File | Type | Posted |
|---|---|---|
| Transit Agency Listing.pdf | ||
| Proposal Instructions.docx | DOCX document | |
| Confidential Treatment Form.docx | DOCX document | |
| Standard Contract Terms.docx | DOCX document | |
| Amendment 1.docx | DOCX document | |
| Bidder Q&A - Full-size Vans - With or Without Lift.docx | DOCX document | |
| Attachment 1 - Specifications.docx | DOCX document | |
| Schedule B - Pricing.xlsx | XLSX spreadsheet | |
| Schedule C - Insurance Requirements.docx | DOCX document | |
| Schedule G - Equipment Checklist.docx | DOCX document | |
| Vendor Questions Worksheet.docx | DOCX document | |
| Attachment 2 - Affidavit For Driver Delivery.docx | DOCX document | |
| Schedule A - Statement of Work.docx | DOCX document | |
| Schedule F - Federal Provisions Addendum.pdf |
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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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