DMV’s application or accessing it on contractor premises), the contractor agrees to: Perform services in keeping with the described service levels contained herein. Promptly report any service level violations in accordance with the service level reporting requirements contained herein. Work in good faith and using commercially reasonable efforts to address and otherwise resolve service level violations that arise. Provide a service level in keeping with levels performed by NV DMV personnel and otherwise aligned with commercial best practices prior to the operational transfer. Service Level Commitments The contractor meet the service level commitment for each SLA/SLO set forth in the charts below. NV DMV Requirements SLA or Support Service Level Required Required SLO Hours Response Resolution Incident Resolution: Every 15 Mean Time to Repair SLA 7 X 24 minutes until <= 1 hour (Priority 1 Outages) resolution Security: Security Compliance SLA 7 X 24 Continuous N/A Security: Critical 30 days after Vulnerability SLA 7 X 24 Continuous initial Remediation identification Security: High 60 days Vulnerability SLA 7 X 24 Continuous initial Remediation identification Security: Medium 180 days Vulnerability SLA 7 X 24 Continuous initial Remediation identification Security: Vulnerability SLA 7 X 24 Continuous Monthly Mitigation Reporting Service Availability: See Real-time Processing SLA 7 X 24 specification N/A below Service Levels User Experience I – Service Level Agreement: User Experience Specification Incident Resolution Time to Repair (Priority 1 Outages) –
DMV’s application or accessing it on contractor premises), the contractor agrees to: Perform services in keeping with the described service levels contained herein. Promptly report any service level violations in accordance with the service level reporting requirements contained herein. Work in good faith and using commercially reasonable efforts to address and otherwise resolve service level violations that arise. Provide a service level in keeping with levels performed by NV DMV personnel and otherwise aligned with commercial best practices prior to the operational transfer. Service Level Commitments The contractor meet the service level commitment for each SLA/SLO set forth in the charts below. Service Level SLA or SLO Support Hours NV DMV Requirements Required Response Required Resolution Incident Resolution: Mean Time to Repair (Priority 1 Outages) SLA 7 X 24 Every 15 minutes until resolution <= 1 hour Security: Security Compliance SLA 7 X 24 Continuous N/A Security: Critical Vulnerability Remediation SLA 7 X 24 Continuous 30 days after initial identification Security: High Vulnerability Remediation SLA 7 X 24 Continuous 60 days initial identification Security: Medium Vulnerability Remediation SLA 7 X 24 Continuous 180 days initial identification Security: Vulnerability Mitigation Reporting SLA 7 X 24 Continuous Monthly Service Availability: Real-time Processing SLA 7 X 24 See specification below N/A Service Levels – User Experience I Service Level Agreement: User Experience Specification Incident Resolution – Time to Repair (Priority 1 Outages)
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