Schedule D - Service Level Agreement.docx
DOCX document 70 KB Posted
- Attached to
- VTS- Nokian Tires for The MSP Vehicles
- Solicitation number
- RFP 171 270000000191 1
- Issued by
- Michigan
About this file
This is a Service Level Agreement (SLA) schedule for a state contract (RFP 270000000191) establishing performance standards and accountability measures for the Contractor. The agreement establishes mandatory service delivery requirements, with all orders required to be delivered within five calendar days of order receipt. Deliveries must include items, brands, and quantities that exactly match the Order Confirmation with no substitutions permitted without prior written approval from the Program Manager and execution of a Change Notice by the Contract Administrator. The entire order must be delivered on the same day unless partial delivery has been pre-approved by the Program Manager. Signed and dated packing slips must be provided at the time of delivery, and orders are considered inaccurate if any items are missing, as determined through review of Data Sources. The acceptable standard for compliance is 100%.
The agreement establishes a tiered penalty structure for non-compliance with service level requirements within a given calendar year. The Contractor may incur a 5% invoice reduction for each of the first five occurrences of non-compliance, escalating to 10% invoice reduction beginning with the sixth occurrence and continuing for all subsequent occurrences within the same calendar year. The Program Manager will review extenuating circumstances before assessing service credits, and such credits may be applied toward amounts due to the Contractor or paid directly to the State within 10 days of notice of assessment, at the State's discretion. The State reserves the right to reconsider or amend SLA amounts in the event of split awards.
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Other files
| File | Type | Posted |
|---|---|---|
| Schedule A - Statement of Work.docx | DOCX document | |
| Standard Contract Terms.docx | DOCX document | |
| Confidential Treatment Form.docx | DOCX document | |
| Schedule C - Insurance Requirements.docx | DOCX document | |
| Proposal Instructions.docx | DOCX document | |
| Schedule B - Pricing.docx | DOCX document | |
| Vendor Questions Worksheet.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 five calendar days of receipt of order. |
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 Program Manager and a Change Notice executed by the Contract Administrator.
The entire order will be received on the same day unless a partial delivery has been approved in advance by the Program Manager.
| Acceptable Standard |
| 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 |
| 5% off the invoice may be assessed for each of the first five occurrences of non-compliance in a given calendar year. |
10% off the invoice may be assessed beginning with the sixth occurrence of non-compliance and on each occurrence thereafter in a given calendar year.
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 270000000191
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