WAN_RFP_Appendix_C_-_SLA_Patching_and_Lifecycle_Target_Template.pdf
PDF 161 KB Posted
- Attached to
- Wide Area Network (WAN) Communication Services
- Solicitation number
- RFP-21435
- Issued by
- Cuyahoga County, Ohio
About this file
This is a Service Level Agreement (SLA), Patching, and Lifecycle Target Template appendix for the Cleveland Metropolitan School District's Wide Area Network (WAN) communication services Request for Proposal. The document establishes performance expectations and evaluation criteria across six key categories: equipment lifecycle management, patching timelines, high availability and resilient design, SLA targets, service credit models, and web portal capabilities. CMSD targets continuous monitoring of manufacturer End-of-Life/Last Day of Support notices with notification to the district within 30 days of announcement and replacement plan submission within 60 days, with replacement completion before LDoS. For patching, CMSD expects critical/high impact patches deployed within 7 calendar days, medium/low impact patches within 21 calendar days, zero-day vulnerabilities addressed as soon as fixes are available, and non-security feature updates deployed within the next scheduled maintenance window. The document requires bidders to document their standard practices for all lifecycle and patching activities and identify where their commitments meet or exceed CMSD's minimum targets.
SLA availability targets include 99.99% monthly uptime per site with mean time to restore (MTTR) for critical incidents of 4 hours or less and MTTR repair of 8 hours or less on a quarterly average basis. Critical incident response requires initial response upon detection or notification, on-site response when physical access is available, and restoration within the 4-hour MTTR window, while high priority incidents require restoration within 8 business hours and repair within 24 business hours. Network performance thresholds address latency, packet loss, and jitter metrics, though specific values are not detailed in this template. Service credits are performance-based, ranging from 5% to 50% of monthly recurring charges for availability shortfalls, 5% to 15% for response/restore delays, and 5% to 25% for patch compliance failures. The document establishes a monthly credit cap of 100% of total district monthly recurring charges per site and triggers for chronic service failure when three credited months occur within any rolling 6-month window, providing CMSD the right to terminate affected sites and/or the contract for cause. Bidders must complete this appendix demonstrating their proposed SLA commitments, portal capabilities for real-time dashboards and historical reporting, and acceptance of CMSD's minimum performance standards.
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APPENDIX C: SLA, PATCHING, AND LIFECYCLE TARGET TEMPLATE
Bidders must complete this appendix and include it in their response. CMSD will use these responses to evaluate how closely vendor standard practices align with CMSD target expectations.
C.1 Equipment Lifecycle and Replacement Targets C.1.1 EOS/LDoS Notification and Replacement
CMSD Target Expectations:
Item CMSD Target Expectation
Monitoring of manufacturer EOS/LDoS notices Continuous
Notification to CMSD after EOS announcement Within 30 days
Notification to CMSD before LDoS
Replacement plan submission Within 60 days of EOS announcement
Completion of replacement before LDoS
C.1.2 Bidder Standard Practice** Item Bidder Standard Practice (Describe)
Monitoring of EOS/LDoS notices
Notification to CMSD after EOS
Notification window before LDoS
Planning timeline after EOS announcement
Replacement completion before LDoS
Bidders may attach additional detail or documentation.
C.2 Patching and Update Timelines C.2.1 CMSD Patch Timeline Targets (for reference)
Patch Category CMSD Target Timeline
Critical/High impact patches Within 7 calendar days
Medium/Low impact patches Within 21 calendar days
Zero-day / actively exploited As soon as fix/mitigation is available
Non-security feature updates Within next scheduled maintenance window
C.2.2 Bidder Patching Commitments
Bidders must indicate their standard timelines and any conditions:
Patch Category Bidder Standard Timeline (Days)
Meets CMSD Target? (Y/N)
Notes/Conditions
Critical/High impact patches
Patch Category Bidder Standard Timeline (Days)
Meets CMSD Target? (Y/N)
Notes/Conditions
Medium/Low impact patches
Zero-day / actively exploited
Non-security feature updates
C.3 HA and Resilient Design Summary C.3.1 Central Communications Termination Area
Describe your proposed HA/failover design for the aggregation router(s) and core WAN equipment, including:
Topology (active/active, active/standby, cold spare, other) Expected failover times Any incremental recurring or non-recurring costs
C.3.2 Building-Level Sites
Describe:
Standard approach to router replacement timelines and spare management Optional site-level HA/failover capabilities and associated costs
C.4 SLA Targets Availability, Response, MTTR, and Performance
CMSD considers the following values as suggested targets. Bidders should indicate their own standard commitments and note where they differ.
C.4.1 Availability and MTTR Targets
SLA Item CMSD Minimum Target
Bidder Proposed Target
Meets/Exceed s Minimum?
(Y/N)
Notes/Condit ions
Site-level monthly availability
99.99% per site per calendar month
SLA Item CMSD Minimum Target
Bidder Proposed Target
Meets/Exceed s Minimum?
(Y/N)
Notes/Condit ions
MTTR restore Critical incidents (avg quarterly)
4 hours or less
MTTR repair Critical incidents (avg quarterly)
8 hours or less
MTTR restore High priority (avg quarterly)
8 business hours or less
MTTR repair High priority (avg quarterly)
24 business hours or less
C.4.2 Incident Response, Restore, and Repair Times by Priority
Priority SLA Metric
CMSD
Minimum Target
Bidder Proposed Target
Meets/Exceeds Minimum? (Y/N)
Notes/Conditi ons
Critical Initial Response from detection or notification
Critical On-Site Response (when physical access is available)
Critical Time to Restore
Critical Time to Repair next maintenance window (by agreement)
High Initial Response
High On-Site Response required)
High Time to Restore hours
High Time to Repair hours
Medium Initial Response hours
Medium Time to Restore/Re pair hours
Priority SLA Metric
CMSD
Minimum Target
Bidder Proposed Target
Meets/Exceeds Minimum? (Y/N)
Notes/Conditi ons
Low Initial Response hours
Low Time to Restore/Re pair days
C.4.3 Network Performance Targets
Perform ance Metric
CMSD Minimum Threshold (Monthly, per site)
Bidder Proposed Threshold
Meets/Exceeds Minimum? (Y/N)
Notes/Conditio ns
Latency -trip to Central Area
Packet Loss
Jitter
C.5 Service Credit Models Minimum Values
The following tables represent from Section 5.
Bidders should provide their proposed credit percentages and explain any deviations.
C.5.1 Availability Service Credits
Monthly Uptime Achieved
CMSD Minimum Credit % on Affected Site(s) MRC
Bidder Proposed Credit %
Meets/Exceeds Minimum? (Y/N)
Notes/Conditio ns
99.99% or higher
0% (SLA met, no credit)
99.90% to 99.989%
5%
99.00% to 99.899%
10%
96.0% to 98.999%
25%
Below 96.0% 50%
C.5.2 Response/Restore Credits Critical Incidents
Metric
CMSD
Minimum Target
CMSD Minimum Credit % (per affected site)
Bidder Proposed Credit %
Meets/Exceeds Minimum?
(Y/N)
Notes/Conditi ons
Initial Response
5%
CMSD
Minimum Target
CMSD Minimum Credit % (per affected site)
Bidder Proposed Credit %
Meets/Exceeds Minimum?
(Y/N)
Notes/Conditi ons
On-Site Response
10%
Time to Restore
15%
C.5.3 Response/Restore Credits High Priority Incidents
CMSD
Minimum Target
CMSD Minimum Credit % (per affected site)
Bidder Proposed Credit %
Meets/Exceeds Minimum?
(Y/N)
Notes/Conditi ons
Initial Response
3%
Time to Restore hours
10%
C.5.4 Performance Credits (Latency, Loss, Jitter)
Performa nce Metric
Breach Condition (Monthly)
CMSD Minimum Credit % (per affected site)
Bidder Proposed Credit %
Meets/Excee ds Minimum?
(Y/N)
Notes/Condi tions
Packet Loss
Exceeds 0.1% average
5%
Latency Exceeds 20 ms average
5%
Jitter Exceeds 5 ms average
5%
C.5.5 Patch / Update Compliance Credits (All Patching Activities)
Patch Category CMSD Minimum Timeline Target
CMSD Minimum Credit % (District Wide)
Bidder Proposed Credit %
Meets/Excee ds Minimum?
(Y/N)
Notes/Cond itions
Critical/High impact patches (CVE)
Within 7 calendar days
10%
Medium/Low impact patches (CVE)
Within 21 calendar days
5%
Zero day / Actively exploited issues
As soon as fix/mitigation is available
25%
C.6 Credit Caps and Chronic Failure Handling acceptance or describe any alternative approach.
C.6.1 Credit Caps
Item CMSD Position Bidder Position / Comments
Accepts Minimum?
(Y/N)
Per site monthly credit cap recurring charges
District wide monthly credit cap
100% of total district monthly recurring charges
C.6.2 Chronic Service Failures
Item / Condition CMSD Position Bidder Position / Comments
Accepts Minimum?
(Y/N)
Chronic failure trigger 3 credited months within any rolling 6 month window (per site)
CMSD remedy CMSD may terminate affected site(s) and/or contract for cause
C.7 SLA and Credit Model Acceptance Summary
C.8 Portal Capabilities
Describe the capabilities of the proposed web portal with respect to:
Real-time performance dashboards Historical reporting and export Ticketing and change management Documentation access and version control KPI visualization and calculation transparency
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