Backup Services ___ % Monthly full backups, stored Number of monthly backups Measure = Monthly; – Monthly onsite & offsite / 12 = "Service Level Report = Annual Attained” (Average) Recovery Services ___ % Restore of previously backed Number of restores Measure = Monthly; – when data is lost due to up system data (some or all) on completed within 4 of Report = Annual a SaaS system error request of the Administrator request / number of restores within four (4) hours of receiving requested by the request (including notification to Administrator = Administrator when successfully "Service Level Attained” completed) (Average) I.6 Production Systems Service Levels This section addresses the availability of the production system. The production operations services provided by the Bidder to support these business objectives include: Production System Availability: encompassing the overall or aggregate availability of the production system and services, including: Web-based access to the application (including content delivery and transaction-based processes of the website as applicable); Data networks, system and application software, and hardware; and, Facilities, staff, and other system critical components at the SPP data center operating and supporting . Production Systems Time to Repair: including the repair of problems or defects required to enable the production system to provide the required functionality and meet service levels. Severity Levels define the impact of an incident or problem on the ability of system users to perform their business activities using the system. Severity Level is based on type of functionality impacted (e.g., reporting vs. system access); the business impact (e.g., occurrence relative to the reporting corpsmember time); and, the numbers and types of affected users. The Severity Level determines the requirements for the Frequency of Update to the Administrator. The Bidder shall describe the Escalation Procedures that the Bidder’s organization will follow for each Severity Level and specify the timeframes for triggering each Escalation Level within the process in order to restore disrupted services and/or to address problems with the speed and resources warranted by the Severity Level. Severity Level 1 Frequency of Update to Problem or Situation Causing this Impact Escalation Procedure the Administrator
Backup Services – Monthly ___ % Monthly full backups, stored onsite & offsite Number of monthly backups / 12 = "Service Level Attained” (Average) Measure = Monthly; Report = Annual Recovery Services – when data is lost due to a SaaS system error ___ % Restore of previously backed up system data (some or all) on request of the Administrator within four (4) hours of receiving request (including notification to Administrator when successfully completed) Number of restores completed within 4 of request / number of restores requested by the Administrator = "Service Level Attained” (Average) Measure = Monthly; Report = Annual I.6 Production Systems Service Levels This section addresses the availability of the production system. The production operations services provided by the Bidder to support these business objectives include: Production System Availability: encompassing the overall or aggregate availability of the production system and services, including: Web-based access to the application (including content delivery and transaction-based processes of the website as applicable); Data networks, system and application software, and hardware; and, Facilities, staff, and other system critical components at the SPP data center operating and supporting . Production Systems Time to Repair: including the repair of problems or defects required to enable the production system to provide the required functionality and meet service levels. Severity Levels define the impact of an incident or problem on the ability of system users to perform their business activities using the system. Severity Level is based on type of functionality impacted (e.g., reporting vs. system access); the business impact (e.g., occurrence relative to the reporting corpsmember time); and, the numbers and types of affected users. The Severity Level determines the requirements for the Frequency of Update to the Administrator. The Bidder shall describe the Escalation Procedures that the Bidder’s organization will follow for each Severity Level and specify the timeframes for triggering each Escalation Level within the process in order to restore disrupted services and/or to address problems with the speed and resources warranted by the Severity Level. Severity Level 1 Problem or Situation Causing this Impact Frequency of Update to the Administrator Escalation Procedure