EXHIBIT A, ATTACHMENT 1: SERVICE LEVEL AGREEMENTS (SLAs) SLA REVIEW SLAs shall be in effect for the duration of the Agreement. FAILURE TO MEET SLAS The procedures in this Agreement are intended to ensure a specific of service. Failure to meet the outlined SLAs in this agreement will result in Service Level Credit (SLC) charges as defined herein. The total of all SLCs for which the Contractor is liable in any month shall not exceed __% of the monthly Charges (“At Risk Amount”). Contractor will not be required to provide SLCs for multiple SLAs for the same event, with the highest SLA being available to the State for that particular event to be applicable. HOURS OF COVERAGE The procedures in this Agreement are to be followed 24 hours a day, 7 days a week, 365 days a year, unless explicitly stated. Regular State Business Hours are __ am __ pm, Monday through Friday, pacific time (PT), – excluding California State holidays. PARTIES RESPONSIBILITIES STATE RESPONSIBILITIES State agrees to: Open tickets with the Contractor. Determines appropriate incident priority level in cooperation with Contractor. Be willing and available to provide information to Contractor when a request for information is initiated to resolve an issue. Determines appropriate compliance priority level to be communicated to the Contractor for remediation. CONTRACTOR RESPONSIBILITIES General Responsibilities Contractor must provide a Service Manager to act as the single point of contact for issues requiring escalation as defined herein. The Service Manager shall be available during non-state business hours. Contractor must provide Service Manager and backup contact information.
EXHIBIT A, ATTACHMENT 1: SERVICE LEVEL AGREEMENTS (SLAs) SLA REVIEW SLAs shall be in effect for the duration of the Agreement. FAILURE TO MEET SLAS The procedures in this Agreement are intended to ensure a specific of service. Failure to meet the outlined SLAs in this agreement will result in Service Level Credit (SLC) charges as defined herein. The total of all SLCs for which the Contractor is liable in any month shall not exceed __% of the monthly Charges (“At Risk Amount”). Contractor will not be required to provide SLCs for multiple SLAs for the same event, with the highest SLA being available to the State for that particular event to be applicable. HOURS OF COVERAGE The procedures in this Agreement are to be followed 24 hours a day, 7 days a week, 365 days a year, unless explicitly stated. Regular State Business Hours are __ am – __ pm, Monday through Friday, pacific time (PT), excluding California State holidays. PARTIES RESPONSIBILITIES STATE RESPONSIBILITIES State agrees to: Open tickets with the Contractor. Determines appropriate incident priority level in cooperation with Contractor. Be willing and available to provide information to Contractor when a request for information is initiated to resolve an issue. Determines appropriate compliance priority level to be communicated to the Contractor for remediation. CONTRACTOR RESPONSIBILITIES General Responsibilities Contractor must provide a Service Manager to act as the single point of contact for issues requiring escalation as defined herein. The Service Manager shall be available during non-state business hours. Contractor must provide Service Manager and backup contact information.