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 4
- Issued by
- Michigan
About this file
This is a Service Level Agreement (SLA) document for a Michigan state and local contract opportunity for full-size vans with or without lift. The contract establishes performance standards and accountability measures for the contractor's delivery obligations. All orders must be delivered within 210 calendar days of receipt, and the contractor must ensure that items, brands, and quantities delivered match exactly what is specified on the Order Confirmation without substitutions unless prior written permission is obtained from the ordering entity. The entire order must be received on the same day unless a partial delivery has been pre-approved by the ordering entity or Program Manager. Signed and dated packing slips must be provided at the time of delivery, and the contractor is required to communicate any extenuating circumstances to the Program Manager prior to the scheduled delivery date and time. The acceptable standard for compliance is 100 percent.
The SLA specifies financial penalties for non-compliance with delivery requirements. If the contractor fails to meet timely delivery or provides improper completion of contract activities, a service credit of $5,000 may be assessed, with an additional $100 per day assessed for each day the contractor fails to remedy the late or improper completion. The State reserves the right to apply these credits toward any amounts payable to the contractor or to require direct payment to the State within 10 days of assessment notice. The Program Manager will review extenuating circumstances before any service credits are assessed, and the State retains the right to reconsider or amend SLA amounts in the event of split awards.
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Other files
| File | Type | Posted |
|---|---|---|
| Standard Contract Terms.docx | DOCX document | |
| Transit Agency Listing.pdf | ||
| Schedule A - Statement of Work.docx | DOCX document | |
| Attachment 1 - Specifications.docx | DOCX document | |
| Schedule C - Insurance Requirements.docx | DOCX document | |
| Bidder Q&A - Full-size Vans - With or Without Lift.docx | DOCX document | |
| Vendor Questions Worksheet.docx | DOCX document | |
| Schedule B - Pricing.xlsx | XLSX spreadsheet | |
| Attachment 2 - Affidavit For Driver Delivery.docx | DOCX document | |
| Amendment 1.docx | DOCX document | |
| Proposal Instructions.docx | DOCX document | |
| Confidential Treatment Form.docx | DOCX document | |
| Schedule G - Equipment Checklist.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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