Schedule D - Service Level Agreement - Services & Commodities.docx

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:

Menu and Meal Quality Compliance

· Routine tray accuracy audits and observations by Dietitians or Program Manager

· MealSuite diet card reports and menu compliance checks

· Monthly Menu Substitution Report

· Spot‑checks during meal service

· QA findings, CAP documentation, and corrective‑action verification

Menu substitutions must not exceed 10% during any five-week cycle unless circumstances are beyond the Contractor’s reasonable control.

$500.00 may be assessed beginning on the third and fourth occurrences of non-compliance in a given calendar year.

$1000.00 may be assessed beginning with the fifth 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.

Delivery Timeliness and Completion

· Meal service logs documenting delivery times

· Observations by Program Managers during meal service

· MealSuite meal‑delivery timestamp data (where applicable)

· Dining‑unit signoff sheets verifying cart arrival and return

· QA review notes related to timeliness or incomplete delivery

· Incident reports related to delayed, missed, or incomplete meals

This means no missed meals are permitted due to Contractor error and delivery must follow the approved schedule for each household or unit.

Any unavoidable delay must be communicated to the Program Manager immediately.

$500.00 may be assessed for each occurrence of late and/or incomplete meal delivery of the third and fourth occurrences of non-compliance in a given calendar year.

$1000.00 may be assessed beginning with the fifthth occurrence of non-compliance and on each occurrence of incomplete meal or delivery 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.

Sanitation Compliance

These inspections evaluate compliance with established cleaning procedures, equipment sanitation, food storage practices, environmental safety standards, and overall readiness for safe meal production. Findings are documented and provided to the Contracted Food Service Manager for immediate attention.

· Sanitation inspection results conducted by Program Managers or designees

· Daily/weekly cleaning and dish machine logs

· Equipment/smallwares sanitation records

· Temperature and food‐safety logs

· QA audit findings

· Spot checks during production, service, or cleaning periods

Contractor supervisory staff must be present for all inspections.

Corrective actions must begin immediately upon notification.

$500.00 may be assessed for each of the third and fourth occurrences of non-compliance in a given calendar year.

$1,000.00 may be assessed beginning with the fifth 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.

Staffing Coverage / No Interruption of Service

Ensuring training completion prior to work assignments protects individuals served, reduces operational risk, and maintains a consistent standard of service. Ongoing and annual training helps reinforce procedures, maintain staff competence, and support continuous improvement.

· Daily staffing rosters and schedule adherence

· Meal‑service observations confirming adequate staffing at all required positions

· QA notes and incident reports related to delays, reduced service, or missed tasks

· Contingency staffing activation logs

· Supervisor presence records during operating hours

The acceptable standard is no missed meal periods due to staffing shortages.

Contractor must implement contingency staffing plans when needed.

$500.00 may be assessed for each of the third and fourth occurrences of inadequate staffing that causes delays, reduced service, or operational disruptions per calendar year.

$1000.00 may be assessed beginning with the fifth occurrence of inadequate staffing that causes delays, reduced service, or operational disruptions, 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.

Training Compliance

Maintaining uninterrupted service supports health and safety, prevents missed or delayed meals, and ensures compliance with hospital expectations. Implementing contingency staffing plans helps safeguard operations and ensures reliable food‑service delivery under all circumstances.

· New‑hire and annual training records

· Monthly training logs submitted by the Contractor

· Verification of employee certifications

· Supervisor confirmation that trained staff are assigned to required duties

· QA audit findings related to missing or incomplete training

100% completion of all annual refresher training.

Monthly training must occur as outlined in the SOW.

Training logs must be submitted accurately and on time.

$100.00 may be assessed for each missed monthly training session or failure to complete beginning on the third occurrence.

$500.00 may be assessed beginning with the fifth 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.

Infection Control Documentation

To ensure compliance with State, veteran home, and public health requirements, facility Program Managers or designees review employee health files for completeness, accuracy, and current documentation. These reviews support the identification of potential risks and ensure that only medically cleared individuals perform food service duties.

· Verification of TB testing, bloodborne‑pathogen training, Hepatitis B vaccination/declination, and communicable‑disease clearance

· Review of employee files for completeness and current medical documentation

· QA audit findings related to missing or outdated records

· Follow‑up checks to confirm timely correction of deficiencies

Missing documentation must be corrected within 5 business days.

$100.00 may be assessed for each missing document or record per employee beginning on the third occurance.

$500.00 may be assessed per employee if documentation is not corrected within the 5-day window.

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.

Quarterly Review Participation

Participation by Contractor corporate management ensures appropriate oversight, accountability, and responsiveness to performance issues. Timely submission of reports and supporting documentation allows facility Program Managers to conduct meaningful reviews and maintain a continuous focus on quality improvement.

· Attendance logs confirming required Contractor personnel were present

· Review of all reports and documentation submitted prior to the quarterly meeting

· Program Manager notes regarding completeness, timeliness, and engagement

· QA observations related to responsiveness and follow‑through on discussed items

Required reports must be submitted a minimum of 2 business days prior.

$100.00 may be assessed for each of the third and fourth missed or incomplete quarterly meetings.

$500.00 may be assessed beginning with the fifth missed or incomplete quarterly meeting 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.

Invoicing Accuracy and Timeliness

· Verification of invoice completeness, correct rates, correct quantities, correct meal counts, and accurate service dates

· Review of supporting documentation (meal counts, snack/nourishment counts, catering records, and other required substantiation)

· Confirmation that invoices are submitted by the required monthly deadline

· QA or fiscal staff findings related to incorrect, incomplete, or late invoices

· Follow‑up review after the Contractor resubmits corrected invoices

The acceptable standard is 100% accuracy and on‑time submission for each billing cycle.

Invoices must be submitted within 10 business days following the end of the billing period.

A service credit equal to 2% of the Fixed Monthly Management Support Fee unitmay be assessed beginning with the third 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.

Pass‑Through Cost Reasonableness & Waste Controls

The State reimburses actual documented costs; therefore, excessive waste, spoilage, or avoidable loss directly increases State expense.

This SLA ensures the Contractor maintains strong inventory controls, ordering accuracy, FIFO rotation, and production practices that prevent avoidable cost increases.

· Review of monthly invoices and pass‑through documentation

· Monthly Plate Waste Report and waste trends

· Inventory rotation logs and receiving documentation

· Food production sheets and batch cooking records

· HACCP temperature logs indicating preventable spoilage

· QA audit findings related to waste, spoilage, or ordering issues

· Corrective action plans related to inventory or cost controls

· Plate waste must remain within industry‑standard ranges (normally 10%–25%, monitored up to 35%).

· Food spoilage due to Contractor error, improper storage, incorrect rotation, or overproduction is not reimbursable.

· Ordering practices must align with census levels and approved menus.

· All pass‑through cost documentation must be complete, accurate, and traceable.

$100.00 may be assessed beginning on the third or fourth occurrence of non-compliance in a given calendar year.

$500.00 may be assessed beginning with the fifth 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.

Corrective Action Timelines

Written justification is required when corrective actions cannot be completed on time to ensure transparency and allow facility Program Managers to assess potential risks and mitigation needs.

· Verification that CAPs are submitted within the required timeframe

· Review of corrective‑action steps and completion evidence

· Follow‑up checks confirming issues were fully resolved

· QA findings indicating whether corrective actions prevented recurrence

· Supervisor/Program Manager notes regarding timeliness and adequacy

The acceptable standard is 100% compliance with assigned corrective action deadlines.

$500.00 may be assessed beginning with the fifth 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.

Service Level Agreements for this Contract will be as follows:

If a single incident results in non-compliance with more than one Service Level Agreement, and the failures arise from the same root cause, only the highest applicable service credit will be assessed.

RFP 260000002176

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