3.6 Service Level Request (SLR) A key objective of INPRS’s decision to source the identified managed services is to maintain effective service levels. Penalties for repeated failures to meet appropriate service levels will be built into the final contract. Section 3.6.1 depicts INPRS starting expectation with respect to the Provider’s commitment to meet and measure certain quantitative or qualitative measures of performance of the Services. The service provider’s failure to meet critical service levels could have an adverse impact on INPRS operations, and appropriate service level credits for each such failure will be expected by INPRS. Critical Service Levels will be defined as part of the Contract. Each Service Level is structured with a minimum Service Level. The Provider is expected to review the table and insert suggested additional SLAs and using strikethrough on Service Levels it is not willing to utilize. NOTE: INPRS encourages the inclusion of any/all "creative and customer focused" SLRs that the service providers has contributed to client success; as such, we encourage you to suggest additional or alternative SLRs. 3.6.1 Managed Services SLR Details Description Service Performance Target Minimum Requirement Measure Data fixes Timeliness Completion of all data 98 percent of system integration completed on fixes by scheduled testing/user acceptance testing time completion date (SIT/UAT) completed within agreed-upon time frames. Monthly Timeliness Completion of testing 98 percent of SIT/UAT releases of all components of completed within agreed-upon monthly release by time frames. scheduled completion date Large testing Timeliness Completion of large 98 percent of testing projects testing projects by projects completed within scheduled completion agreed-upon time frames. date Off cycle Timeliness Completion of off cycle 100 percent of SIT/UAT deployments deployment testing by completed for emergency scheduled completion deployments within 24 date Overall defect Testing Percent of defects 100 percent of all defects found detection rate Quality overall in UAT before promotion into production. Initial defect Testing Percent of defects 99 percent of all defects found
3.6 Service Level Request (SLR) A key objective of INPRS’s decision to source the identified managed services is to maintain effective service levels. Penalties for repeated failures to meet appropriate service levels will be built into the final contract. Section 3.6.1 depicts INPRS starting expectation with respect to the Provider’s commitment to meet and measure certain quantitative or qualitative measures of performance of the Services. The service provider’s failure to meet critical service levels could have an adverse impact on INPRS operations, and appropriate service level credits for each such failure will be expected by INPRS. Critical Service Levels will be defined as part of the Contract. Each Service Level is structured with a minimum Service Level. The Provider is expected to review the table and insert suggested additional SLAs and using strikethrough on Service Levels it is not willing to utilize. NOTE: INPRS encourages the inclusion of any/all "creative and customer focused" SLRs that the service providers has contributed to client success; as such, we encourage you to suggest additional or alternative SLRs. 3.6.1 Managed Services SLR Details Description Service Measure Performance Target Minimum Requirement Data fixes completed on time Timeliness Completion of all data fixes by scheduled completion date 98 percent of system integration testing/user acceptance testing (SIT/UAT) completed within agreed-upon time frames. Monthly releases Timeliness Completion of testing of all components of monthly release by scheduled completion date 98 percent of SIT/UAT completed within agreed-upon time frames. Large testing projects Timeliness Completion of large testing projects by scheduled completion date 98 percent of testing projects completed within agreed-upon time frames. Off cycle deployments Timeliness Completion of off cycle deployment testing by scheduled completion date 100 percent of SIT/UAT completed for emergency deployments within 24 Overall defect detection rate Testing Quality Percent of defects overall in UAT 100 percent of all defects found before promotion into production. Initial defect Testing Percent of defects 99 percent of all defects found
RFP_14-15_Software_Quality_Assurance_Managed_Services.docx