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

This is a Schedule D Service Level Agreement (SLA) document for the LEO-WD Layoff Aversion RFP issued by the State of Michigan, establishing performance standards and accountability measures for the contractor. The agreement specifies two primary service level requirements: completion of all tasks within specified timeframes as outlined in Schedule A Statement of Work General Requirements, and submission of invoices containing eight mandatory elements including date, delivery order, quantity, description of contract activities, unit price, shipping costs, vendor-generated invoice number, and total price.

The SLA establishes financial penalties for non-compliance with these service levels. For failure to meet general task completion requirements, the State may assess $1,000 for each of the first five occurrences of non-compliance in a calendar year, reducing to $500 for the sixth occurrence and all subsequent occurrences. For invoicing requirement failures, penalties are $500 for each of the first five occurrences, decreasing to $100 beginning with the sixth occurrence and thereafter. The Program Manager will review any extenuating circumstances before assessing service credits. At the State's discretion, assessed credits may be applied against amounts owed to the contractor or paid directly to the State within 10 days of assessment notice. These service level requirements apply to split awards should they occur, and the State reserves the right to reconsider or amend SLA amounts accordingly.