Schedule D - Service Level Agreement - Hybrid.docx

Enter your company name Schedule D – Service Level Agreement for Hybrid Purchases 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.

Definitions.

For purposes of this Schedule, the following terms have the meanings set forth below. All initial capitalized terms in this Schedule that are not defined in this Schedule shall have the respective meanings given to them in the Contract Terms and Conditions.

“Actual Uptime” means the total minutes in the Service Period that the Hosted Services are Available.

“Availability” has the meaning set forth in Section 2.1.

“Availability Requirement” has the meaning set forth in Section 2.1.

“Available” has the meaning set forth in Section 2.1.

“Contact List” means a current list of Contractor contacts and telephone numbers set forth in the attached Schedule D – Attachment 1 to this Schedule to enable the State to escalate its Support Requests, including: (a) the first person to contact; and (b) the persons in successively more qualified or experienced positions to provide the support sought.

“Corrective Action Plan” has the meaning set forth in Section 3.9.

“Critical Service Error” has the meaning set forth in Section 3.5.

“Exceptions” has the meaning set forth in Section 2.2.

“High Service Error” has the meaning set forth in Section 3.5.

“Hosted Services” means the hosting, management and operation of the Operating Environment, Software, other services (including support and subcontracted services), and related resources for remote electronic access and use by the State and its Authorized Users, including any services and facilities related to disaster recovery obligations.

“Low Service Error” has the meaning set forth in Section 3.5.

“Maintenance Release” means any update, upgrade, release or other adaptation or modification of the Software, including any updated Documentation, that Contractor may generally provide to its licensees from time to time during the Term, which may contain, among other things, error corrections, enhancements, improvements or other changes to the user interface, functionality, compatibility, capabilities, performance, efficiency or quality of the Software.

“Medium Service Error” has the meaning set forth in Section 3.5.

“New Version” means any new version of the Software, including any updated Documentation, that the Contractor may from time to time introduce and market generally as a distinct licensed product, as may be indicated by Contractor's designation of a new version number.

“Operating Environment” means, collectively, the platform, environment and conditions on, in or under which the Software is intended to be installed and operate, as set forth in a Statement of Work, including such structural, functional and other features, conditions and components as hardware, operating software, system architecture, configuration, computing hardware, ancillary equipment, networking, software, firmware, databases, data, and electronic systems (including database management systems).

“Resolve” has the meaning set forth in Section 3.6.

"RPO" or "Recovery Point Objective" means the maximum amount of potential data loss in the event of a disaster.

"RTO" or "Recovery Time Objective" means the maximum period of time to fully restore the Hosted Services in the case of a disaster.

“Scheduled Downtime” has the meaning set forth in Section 2.3.

“Scheduled Uptime” means the total minutes in the Service Period.

“Service Availability Credits” has the meaning set forth in Section 2.6(a).

“Service Error” means any failure of any Hosted Service to be Available or otherwise perform in accordance with this Schedule.

“Service Level Credits” has the meaning set forth in Section 3.8.

“Service Level Failure” means a failure to perform the Software Support Services fully in compliance with the Support Service Level Requirements.

“Service Period” has the meaning set forth in Section 2.1.

“Software Support Services” has the meaning set forth in Section 3.

“State Systems” means the information technology infrastructure, including the computers, software, databases, electronic systems (including database management systems) and networks, of the State or any of its designees.

“Support Hours” means 24 hours/day, 7 days/week “Support Request” has the meaning set forth in Section 3.5.

“Support Service Level Requirements” has the meaning set forth in Section 3.4.

Service Availability and Service Availability Credits.

Availability Requirement. Contractor will make the Hosted Services and Software Available, as measured over the course of each calendar month during the Term and any additional periods during which Contractor does or is required to perform any Hosted Services (each such calendar month, a “Service Period”), at least 99.98% of the time, excluding only the time the Hosted Services are not Available solely as a result of one or more Exceptions (the “Availability Requirement”). “Available” means the Hosted Services and Software are available and operable for access and use by the State and its Authorized Users over the Internet in material conformity with the Contract. “Availability” has a correlative meaning. The Hosted Services and Software are not considered Available in the event of a material performance degradation or inoperability of the Hosted Services and Software, in whole or in part. The Availability Requirement will be calculated for the Service Period as follows: (Actual Uptime – Total Minutes in Service Period Hosted Services or Software are not Available Due to an Exception) ÷ (Scheduled Uptime – Total Minutes in Service Period Hosted Services or Software are not Available Due to an Exception) x 100 = Availability.

Exceptions. No period of Hosted Services degradation or inoperability will be included in calculating Availability to the extent that such downtime or degradation is due to any of the following (“Exceptions”):

Failures of the State’s or its Authorized Users’ internet connectivity;

Scheduled Downtime as set forth in Section 2.3.

Scheduled Downtime. Contractor must notify the State at least twenty-four (24) hours in advance of all scheduled outages of the Hosted Services or Software in whole or in part (“Scheduled Downtime”). All such scheduled outages will: (a) last no longer than five (5) hours; be scheduled between the hours of 12:00 a.m. and 5:00 a.m., Eastern Time; and (c) occur no more frequently than once per week; provided that Contractor may request the State to approve extensions of Scheduled Downtime above five (5) hours, and such approval by the State may not be unreasonably withheld or delayed.

Software Response Time. Software response time, defined as the interval from the time the end user sends a transaction to the time a visual confirmation of transaction completion is received, must be less than two (2) seconds for 98% of all transactions. Unacceptable response times shall be considered to make the Software unavailable and will count against the Availability Requirement.

Service Availability Reports. Within thirty (30) days after the end of each Service Period, Contractor will provide to the State a report describing the Availability and other performance of the Hosted Services and Software during that calendar month as compared to the Availability Requirement. The report must be in electronic or such other form as the State may approve in writing and shall include, at a minimum: (a) the actual performance of the Hosted Services and Software relative to the Availability Requirement; and (b) if Hosted Service performance has failed in any respect to meet or exceed the Availability Requirement during the reporting period, a description in sufficient detail to inform the State of the cause of such failure and the corrective actions the Contractor has taken and will take to ensure that the Availability Requirement are fully met.

Remedies for Service Availability Failures.

If the actual Availability of the Hosted Services and Software is less than the Availability Requirement for any Service Period, such failure will constitute a Service Error for which Contractor will issue to the State the following credits on the fees payable for Hosted Services and Software provided during the Service Period (“Service Availability Credits”):

Any Service Availability Credits due under this Section will be applied in accordance with payment terms of the Contract.

If the actual Availability of the Hosted Services and Software is less than the Availability Requirement in any two (2) of four (4) consecutive Service Periods, then, in addition to all other remedies available to the State, the State may terminate the Contract on written notice to Contractor with no liability, obligation or penalty to the State by reason of such termination.

Support and Maintenance Services.

Contractor will provide IT Environment Service and Software maintenance and support services (collectively, “Software Support Services”) in accordance with the provisions of this Section 3. The Software Support Services are included in the Services, and Contractor may not assess any additional fees, costs or charges for such Software Support Services.

Support Service Responsibilities. Contractor will:

correct all Service Errors in accordance with the Support Service Level Requirements, including by providing defect repair, programming corrections and remedial programming;

provide unlimited telephone support during Support Hours;

provide unlimited online support 24 hours a day, seven days a week;

provide online access to technical support bulletins and other user support information and forums, to the full extent Contractor makes such resources available to its other customers; and respond to and Resolve Support Requests as specified in this Section.

Service Monitoring and Management. Contractor will continuously monitor and manage the Hosted Services and Software to optimize Availability that meets or exceeds the Availability Requirement. Such monitoring and management includes:

proactively monitoring on a twenty-four (24) hour by seven (7) day basis all Hosted Service functions, servers, firewall and other components of Hosted Service security;

if such monitoring identifies, or Contractor otherwise becomes aware of, any circumstance that is reasonably likely to threaten the Availability of the Hosted Service, taking all necessary and reasonable remedial measures to promptly eliminate such threat and ensure full Availability; and if Contractor receives knowledge that the Hosted Service or any Hosted Service function or component is not Available (including by written notice from the State pursuant to the procedures set forth herein):

confirming (or disconfirming) the outage by a direct check of the associated facility or facilities;

If Contractor’s facility check in accordance with clause (i) above confirms a Hosted Service outage in whole or in part: (A) notifying the State in writing pursuant to the procedures set forth herein that an outage has occurred, providing such details as may be available, including a Contractor trouble ticket number, if appropriate, and time of outage; and (B) working all problems causing and caused by the outage until they are Resolved as Critical Service Errors in accordance with the Support Request Classification set forth in Section 3.5 and 3.6, or, if determined to be an internet provider problem, open a trouble ticket with the internet provider; and Notifying the State that Contractor has fully corrected the outage and any related problems, along with any pertinent findings or action taken to close the trouble ticket.

Service Maintenance. Contractor will continuously maintain the Hosted Services and Software to optimize Availability that meets or exceeds the Availability Requirement. Such maintenance services include providing to the State and its Authorized Users:

all updates, bug fixes, enhancements, Maintenance Releases, New Versions and other improvements to the Hosted Services and Software, including the Software, that Contractor provides at no additional charge to its other similarly situated customers; provided that Contractor shall consult with the State and is required to receive State approval prior to modifying or upgrading Hosted Services and Software, including Maintenance Releases and New Versions of Software; and all such services and repairs as are required to maintain the Hosted Services and Software or are ancillary, necessary or otherwise related to the State’s or its Authorized Users’ access to or use of the Hosted Services and Software, so that the Hosted Services and Software operate properly in accordance with the Contract and this Schedule.

Support Service Level Requirements. Contractor will correct all Service Errors and respond to and Resolve all Support Requests in accordance with the required times and other terms and conditions set forth in this Section 3.4 (“Support Service Level Requirements”), and the Contract.

Support Requests. The State will classify its requests for Service Error corrections in accordance with the descriptions set forth in the chart below (each a “Support Request”). The State will notify Contractor of Support Requests by email, telephone or such other means as the parties may hereafter agree to in writing.

Any service error comprising or causing any of the following events or effects

· System down or operating in materially degraded state;

· Data integrity at risk;

· Declared a Critical Support Request by the State; or

· Widespread access interruptions.

· Data entry or access is materially impaired on a limited basis.

Response and Resolution Time Service Levels. Response and Resolution times will be measured from the time Contractor receives a Support Request until the respective times Contractor has (i) responded to, in the case of response time and (ii) Resolved such Support Request, in the case of Resolution time. “Resolve” (including “Resolved”, “Resolution” and correlative capitalized terms) means that, as to any Service Error, Contractor has provided the State the corresponding Service Error correction and the State has confirmed such correction and its acceptance thereof. Contractor will respond to and Resolve all Service Errors within the following times based on the severity of the Service Error:

Critical Service Error

High Service Error

Medium Service Error

Low Service Error

Escalation. With respect to any Critical Service Error Support Request, until such Support Request is Resolved, Contractor will escalate that Support Request within sixty (60) minutes of the receipt of such Support Request by the appropriate Contractor support personnel, including, as applicable, the Contractor Project Manager and Contractor’s management or engineering personnel, as appropriate.

Support Service Level Credits. Failure to achieve any of the Support Service Level Requirements for Critical and High Service Errors will constitute a Service Level Failure for which Contractor will issue to the State the corresponding service credits set forth in Section 3.6 (“Service Level Credits”) in accordance with payment terms set forth in the Contract.

Corrective Action Plan. If two or more Critical Service Errors occur in any thirty (30) day period during (a) the Term or (b) any additional periods during which Contractor does or is required to perform any Hosted Services, Contractor will promptly investigate the root causes of these Service Errors and provide to the State within five (5) Business Days of its receipt of notice of the second such Support Request an analysis of such root causes and a proposed written corrective action plan for the State’s review, comment and approval, which, subject to and upon the State’s written approval, shall be a part of, and by this reference is incorporated in, the Contract as the parties’ corrective action plan (the “Corrective Action Plan”). The Corrective Action Plan must include, at a minimum: (a) Contractor’s commitment to the State to devote the appropriate time, skilled personnel, systems support and equipment and other resources necessary to Resolve and prevent any further occurrences of the Service Errors giving rise to such Support Requests; (b) a strategy for developing any programming, software updates, fixes, patches, etc. necessary to remedy, and prevent any further occurrences of, such Service Errors; and (c) time frames for implementing the Corrective Action Plan. There will be no additional charge for Contractor’s preparation or implementation of the Corrective Action Plan in the time frames and manner set forth therein.

Data Storage, Backup, Restoration and Disaster Recovery.

Contractor must maintain or cause to be maintained backup redundancy and disaster avoidance and recovery procedures designed to safeguard State Data and the State’s other Confidential Information, Contractor’s Processing capability and the availability of the IT Environment Services and Software, in each case throughout the Term and at all times in connection with its actual or required performance of the Services hereunder. All backed up State Data shall be located in the continental United States. The force majeure provisions of this Contract do not limit Contractor’s obligations under this section.

Data Storage. Contractor will provide sufficient storage capacity to meet the needs of the State at no additional cost.

Data Backup. Contractor will conduct, or cause to be conducted, daily back-ups of State Data and perform, or cause to be performed, other periodic offline back-ups of State Data on at least a weekly basis and store and retain such back-ups as specified in Schedule A. Contractor must, within five (5) Business Days of the State’s request, provide the State, without charge and without any conditions or contingencies whatsoever (including but not limited to the payment of any fees due to Contractor), an extract of State Data in the format specified by the State.

Data Restoration. If the data restoration is required due to the actions or inactions of the Contractor or its subcontractors, Contractor will promptly notify the State and complete actions required to restore service to normal production operation. If requested, Contractor will restore data from a backup upon written notice from the State. Contractor will restore the data within one (1) Business Day of the State’s request. Contractor will provide data restorations at its sole cost and expense.

Disaster Recovery. Throughout the Term and at all times in connection with its actual or required performance of the Services, Contractor will maintain and operate a backup and disaster recovery plan to achieve a Recovery Point Objective (RPO) of Recovery Point Objective (hours) hours, and a Recovery Time Objective (RTO) of Recovery Time Objective (hours) hours (the “DR Plan”), and implement such DR Plan in the event of any unplanned interruption of the Hosted Services. Contractor’s current DR Plan, revision history, and any reports or summaries relating to past testing of or pursuant to the DR Plan are included or attached as described in Schedule A under Hosting. Contractor will actively test, review and update the DR Plan on at least an annual basis using industry best practices as guidance. Contractor will provide the State with copies of all such updates to the Plan within fifteen (15) days of its adoption by Contractor. All updates to the DR Plan are subject to the requirements of this Section 3; and provide the State with copies of all reports resulting from any testing of or pursuant to the DR Plan promptly after Contractor’s receipt or preparation. If Contractor fails to reinstate all material Hosted Services and Software within the periods of time set forth in the DR Plan, the State may, in addition to any other remedies available under this Contract, in its sole discretion, immediately terminate this Contract as a non-curable default.

Bidder Response

☐ I have reviewed the above requirement(s) and agree with no exceptions.

☐ I have reviewed the above requirement(s) and have noted any exceptions below.

Exceptions: List all exceptions here

Schedule D – Attachment 1 – Non-Software Service Level Agreement

1. Contact Center and NEMT Reservations

a. Average an answer rate of ≥ 95% within 20 seconds and 90% answer rate within 15 seconds.

b. Not exceed 20 seconds for 5% or more of the days of the previous 12-week period. This is a perpetual rolling 12-week period for retrospective review of performance.

2. The average daily call abandonment rate for each reservation line and ride assistance line must:

a. Remain below 10%

b. Not exceed ≥ 10% for 10% or more of the days of the previous 12-week period. This is a perpetual rolling 12-week period for retrospective review of performance.

3. All calls will be recorded for compliance monitoring, quality control, and training purposes as needed.

a. At least 3% of the recorded calls per month must be reviewed for compliance with customer care guidelines, contract requirements, and to identify possible problems or issues.

b. Identified issues will be addressed promptly, with resolution and/or a course of action established within 2 business days.

4. All incoming reservation requests and other inquiries for NEMT services will be processed in a timely and responsive manner. Timely is defined as:

a. Less than 24 hours for requests that are received within ≤ 3 calendar days of the requested service date, including ensuring on-time performance standards are met for reservations requests for same-day ground transportation.

b. Less than 48 hours for requests that are received within > 3 calendar days of the requested service date.

The acceptable standard is >99.5% average monthly compliance.

Service level credits may be applied upon failure to achieve or implement corrective actions and/or repeated sub-standard performance despite initial application of corrective actions.

$500/day credit will be applied until compliance with the corrective action plan is reached.

Extenuating circumstances will be reviewed by MDHHS before any Service Credits are assessed.

2. Verification of MDHHS FFS NEMT Eligibility

Beneficiaries with NEMT eligibility on the DOS must not be denied NEMT services for lack of eligibility.

The acceptable standard is 100% compliance.

$1000 credit may be applied for each eligible beneficiary, for each DOS NEMT services were denied inaccurately for lack of eligibility.

3. On-time Transportation Performance

Pick-ups: no more than 15 minutes prior to or post scheduled pick-up time for at least 90% of trips monthly.

Appointment arrival: no later than the actual scheduled time of the appointment for greater than 90% of trips monthly, including the time necessary to get from the drop-off location to the appointment check-in location within the facility.

Service level credits may be applied upon failure to achieve or implement corrective actions and/or repeated sub-standard performance despite initial application of corrective actions.

4. Transportation Provider/Driver Standards

All transportation providers/drivers:

1. Valid driver's license appropriate to the class of vehicle being operated on the date of service.

2. Valid motor vehicle insurance on the date of service.

All transportation providers/drivers as defined in Statement of Work, 12. Transportation Provider/Driver Standards according to the mode of transportation being provided:

3. Current enrollment in CHAMPS.

4. Up-to-date completion of all training requirements.

5. Compliant with state or federal statutes applicable to commercial and nonprofit transportation providers including but not limited to exclusion lists, sanctioned provider lists, and felony convictions as indicated).

The acceptable standard is 100% compliance.

Service level credits may be applied upon failure to achieve or implement corrective actions and/or repeated sub-standard performance despite initial application of corrective actions.

$1,000 credit may be applied for each beneficiary, for each DOS NEMT services were provided for each non-compliant transportation provider/driver. Any encounters submitted for these DOS must also be corrected.

5. Encounter/Claims Tracking

1. Payment of 95% of all approved claims from NEMT providers* within 45 Days of the date of receipt.

This includes payment to subcontracted transportation providers, mileage reimbursements, and all other NEMT service providers.

2. Payment of 99% of all approved claims from NEMT providers* within 90 Days of the date of receipt.

3. Denied claim rate of ≤ 12%.

Encounter Data Submission

1. Submitted encounter data is timely, accurate and complete.

2. Correction and resubmission of encounter files (that failed to load in their entirety) within 7 days of the original submission attempt.

3. Submission of accurate encounter date must be made by the 15th of the month, including new encounters, as well as corrections, voids, and adjustments identified.

4. Encounter File transmissions must meet or exceed a 98% acceptance rate for encounters loaded into CHAMPS.

5. Bi-annual completion of an Encounter Comparison Process comparing the encounters in the Contractor’s system to the active and accepted encounters in the MDHHS data warehouse. The acceptable standard is ≥98% for each calculation.

6. Complete all necessary adjustments to encounter data (resulting from MDHHS reviews including but not limited to quality, accuracy, program integrity and validation checks) and resubmit to MDHHS within 45 days.

MDHHS may consider approval of extended timeframes for encounter data submission and resubmission on a case-by-case basis upon written request due to extenuating circumstances.

Service level credits may be applied upon failure to achieve or implement corrective actions and/or repeated sub-standard performance despite initial application of corrective actions.

6. Reporting: MDHHS Program Manager

Daily – Every State business:

1. Daily Complaint Summary Report Weekly – Every Tuesday (or next business day if state holiday):

2. Weekly Complaint Summary –

3. Weekly Call Center Report Monthly – Monthly no later than the 10th day of the following calendar month, cumulatively including each month for the calendar year:

4. Monthly Canceled Trips Report

5. Monthly Call Center Report

6. Monthly Complaint Report

7. Monthly NEMT Service Report

8. Denials Report

9. Monthly Encounter Report

10. Monthly On-Time Transportation Report

11. Missed trip report

12. Beneficiary Satisfaction Survey Monthly – Monthly within 30 days following calendar month, cumulatively including each month for the calendar year:

13. Service Availability Reports Quarterly - Quarterly, no later than the 10th day of the first calendar of the subsequent quarter, cumulatively including each quarter for the calendar year:

14. Beneficiary Satisfaction Survey

The acceptable standard is 100% compliance.

$100/day credit may be applied until the delinquent report is submitted.

Extenuating circumstances will be reviewed by the MDHHS Program Manager before any Service Credits are assessed.

7. Non-Compliance with Key Contract Requirements

1. Complaint Management including but not limited to resolution of all complaints within 14 calendar days and provision of complaint reports to the involved NEMT provider

2. Vehicle Standards including but not limited to ensuring vehicles used by subcontracted transportation provider companies and volunteer drivers meet the safety, medical and functional needs of the beneficiaries and have procedures in place to ensure child safety seat (car seat) requirements in accordance with current regulations.

3. Contractor Employee Training: including but not limited to provision of employee training within 14 business days upon hire/permanent assignment, annual training, and as new information becomes available.

8. Reporting: MDHHS-OIG

1. Monthly Overpayment Report

2. Quarterly Program Integrity Report

3. Quarterly Report of Fraud Allegations reviewed by the Contractor

4. Quarterly Denied Enrollment and Terminated Provider Reporting

5. Annual Program Integrity Report

6. Adverse Action (within 20 Business Days of discovery).

7. Adverse Action form to MDHHS-OIG (within 20 Business Days when applicable).

8. Disclosure of Excess Payments to Contractor (within 60 days when applicable) The acceptable standard is 100% compliance.

$100/day credit may be applied until the delinquent report is submitted.

Extenuating circumstances will be reviewed by the MDHHS-OIG before any Service Credits are assessed.

9. Program Integrity: On-time Submissions

Service level credits may be applied upon failure to achieve or implement corrective actions and/or repeated sub-standard performance despite initial application of corrective actions.

$100/day credit may be applied until the delinquent submission is received by MDHHS-OIG.

Extenuating circumstances will be reviewed by the MDHHS-OIG before any Service Credits are assessed.

Bidder Response

☐ I have reviewed the above requirement(s) and agree with no exceptions.

☐ I have reviewed the above requirement(s) and have noted any exceptions below.

Exceptions: List all exceptions here

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