Arkansas Health Insurance Marketplace Premium Aggregation Solution Request for Proposals: Appendices September 23, 2016 4. Service Level Agreement IT Service Management – Key Performance Indicator Penalty The successful Contractor is to provide Premium Aggregation solution Up to 6% of the monthly operational problem management for issues as they occur during the operating fee, as follows: Maintenance & Operations phase of the project, including incident and Priority 1 Errors standard problems associated with all system components outlined in this RFP. not met: 3% Operational issues are to be classified, communicated to AHIM, Priority 2 Errors standard documented, addressed and tracked. The Contractor is to provide not met 1.25% software tools to enable the tracking of a specific incident, problem, or defect from identification through correction, including all testing Priority 3 Errors standard performed to ensure the correct fix is in place. Incident, problems not met: 1.25% and defects are to be documented in the Contractor-specified format, Priority 4 Errors standard if approved by AHIM. During the Maintenance & Operations phase not met: 0.50% the Contractor is to categorize and resolve incident in accordance with AHIM incident management standards provided by AHIM, as follows: Severity 1 Errors. Critical business impact. Indicates Premium Aggregation solution is unavailable for use resulting in a critical impact on operations. Requires immediate AHIM notification, updates and resolution within two (2) Severity 2 Errors. Serious business impact. Indicates serious production issues where the Premium Aggregation solution is available but is severely limited and no workaround exists. Requires immediate AHIM notification, hourly updates and resolution within four (4) hours. Severity 3 Errors. Moderate business impact. Indicates moderate production issue where Premium Aggregation solution usable but a workaround is available (not critical to operations). Requires AHIM immediate notification, two (2) hour updates, and resolution within twelve (12) hours. Severity 4 Errors. Minimal business impact. Indicates the problem results in little impact on operations or a reasonable circumvention to the problem has been implemented. Requires immediate AHIM notification with updates and resolution within an agreed-upon schedule between the Contractor and AHIM (as defined by AHIM).
Arkansas Health Insurance Marketplace Premium Aggregation Solution Request for Proposals: Appendices September 23, 2016 4. Service Level Agreement – IT Service Management Key Performance Indicator Penalty The successful Contractor is to provide Premium Aggregation solution operational problem management for issues as they occur during the Maintenance & Operations phase of the project, including incident and problems associated with all system components outlined in this RFP. Operational issues are to be classified, communicated to AHIM, documented, addressed and tracked. The Contractor is to provide software tools to enable the tracking of a specific incident, problem, or defect from identification through correction, including all testing performed to ensure the correct fix is in place. Incident, problems and defects are to be documented in the Contractor-specified format, if approved by AHIM. During the Maintenance & Operations phase the Contractor is to categorize and resolve incident in accordance with AHIM incident management standards provided by AHIM, as follows: Up to 6% of the monthly operating fee, as follows: Priority 1 Errors standard not met: 3% Priority 2 Errors standard not met 1.25% Priority 3 Errors standard not met: 1.25% Priority 4 Errors standard not met: 0.50% Severity 1 Errors. Critical business impact. Indicates Premium Aggregation solution is unavailable for use resulting in a critical impact on operations. Requires immediate AHIM notification, updates and resolution within two (2) Severity 2 Errors. Serious business impact. Indicates serious production issues where the Premium Aggregation solution is available but is severely limited and no workaround exists. Requires immediate AHIM notification, hourly updates and resolution within four (4) hours. Severity 3 Errors. Moderate business impact. Indicates moderate production issue where Premium Aggregation solution usable but a workaround is available (not critical to operations). Requires AHIM immediate notification, two (2) hour updates, and resolution within twelve (12) hours. Severity 4 Errors. Minimal business impact. Indicates the problem results in little impact on operations or a reasonable circumvention to the problem has been implemented. Requires immediate AHIM notification with updates and resolution within an agreed-upon schedule between the Contractor and AHIM (as defined by AHIM).