Software Quality Service Levels Type Measurement Reward Penalty Success Rate at More than 95% of user 10% of monthly fees NA User Acceptance acceptance test cases in this Test month pass on the first execution. Less than 80% of user NA 20% of monthly fees acceptance test cases in this month pass on the first execution. There is no increase in the 10% of the amount NA Number of Severity 1 number of Severity 1 invoiced for the problems for 30 days after project. problems post production release to production There is more than a 15% NA 15% of the amount increase in the number of invoiced for the project. Severity 1 problems for 30 days after release to production Number of There is no increase in the 5% of the amount NA Severity 2 number of Severity 2 invoiced for the problems post problems for 30 days after project. production release to production. There is more than a 15% NA 10% of the amount increase in the number of invoiced for the project. Severity 2 problems for 30 days after release to production Number of There is more than a 20% NA 10% of the amount Severity 3 increase in the number of invoiced for the project. problems post Severity 3 problems for 30 production days after release to production. End user Less than 80% of NA 10% of the amount satisfaction completed scores on invoiced for the project. application enhancement satisfaction surveys have a rating of satisfied or very satisfied. * When compared to the most recent month in which there were no new application enhancements released into production.
Software Quality Service Levels Type Measurement Reward Penalty Success Rate at User Acceptance Test More than 95% of user acceptance test cases in this month pass on the first execution. 10% of monthly fees NA Less than 80% of user acceptance test cases in this month pass on the first execution. NA 20% of monthly fees Number of Severity 1 problems post production There is no increase in the number of Severity 1 problems for 30 days after release to production 10% of the amount invoiced for the project. NA There is more than a 15% increase in the number of Severity 1 problems for 30 days after release to production NA 15% of the amount invoiced for the project. Number of Severity 2 problems post production There is no increase in the number of Severity 2 problems for 30 days after release to production. 5% of the amount invoiced for the project. NA There is more than a 15% increase in the number of Severity 2 problems for 30 days after release to production NA 10% of the amount invoiced for the project. Number of Severity 3 problems post production There is more than a 20% increase in the number of Severity 3 problems for 30 days after release to production. NA 10% of the amount invoiced for the project. End user satisfaction Less than 80% of completed scores on application enhancement satisfaction surveys have a rating of satisfied or very satisfied. NA 10% of the amount invoiced for the project. * When compared to the most recent month in which there were no new application enhancements released into production.
outsourced_support_sla.docx