PRODUCTION SUPPORT AND TRANSITION APPROACH Describe the Production Support and Transition Approach and methodology planned for the deployment of the MMIS. <Response> SYSTEM SERVICE LEVEL REQUIREMENTS The State will monitor the performance of the Contract issued under this RFP. All services and deliverables under the Contract shall be provided at an acceptable level of quality and in a manner consistent with acceptable industry standards, custom, and practice. The Vendor must agree to establish Liquidated Damages to each of the Service Level Requirements (SLRs) listed in the Tables below, as responded to in Section 2 of this Template. The specific terms and amounts of the Liquidated Damages will be defined as part of the final Contract. The Vendor may propose Liquidated Damages in their proposal, but this is not required. Instructions: Provide proposed Liquidated Damages amounts for each SLR (optional). Respondents must not change any of the pre-filled cells in the following Table. Any changes to the pre-filled cells in the following table could lead to the disqualification of a respondent. Vendor must only respond in the response section provided. SLR Liquidated Damages System Performance – SLR NAME SERVICE LEVEL MEASUREMENT OF FREQUENCY OF REQUIREMENT NONCOMPLIANCE MEASUREMENT Virus All software developed Each virus that is included in Monthly and delivered by the software developed and on Vendor must be free of delivered by the Vendor. viruses. On-line The components of the Each tenth of percentage point Monthly Availability Solution under Vendor less than the contracted level control as delivered into of availability. production shall be available at a level agreed to in the Contract (the contracted target level of availability). This will be chosen from one (1) of the three (3) availability levels shown in Table 3 Levels of Availability of the future MMIS.
PRODUCTION SUPPORT AND TRANSITION APPROACH Describe the Production Support and Transition Approach and methodology planned for the deployment of the MMIS. <Response> SYSTEM SERVICE LEVEL REQUIREMENTS The State will monitor the performance of the Contract issued under this RFP. All services and deliverables under the Contract shall be provided at an acceptable level of quality and in a manner consistent with acceptable industry standards, custom, and practice. The Vendor must agree to establish Liquidated Damages to each of the Service Level Requirements (SLRs) listed in the Tables below, as responded to in Section 2 of this Template. The specific terms and amounts of the Liquidated Damages will be defined as part of the final Contract. The Vendor may propose Liquidated Damages in their proposal, but this is not required. Instructions: Provide proposed Liquidated Damages amounts for each SLR (optional). Respondents must not change any of the pre-filled cells in the following Table. Any changes to the pre-filled cells in the following table could lead to the disqualification of a respondent. Vendor must only respond in the response section provided. SLR Liquidated Damages – System Performance SLR NAME SERVICE LEVEL REQUIREMENT MEASUREMENT OF NONCOMPLIANCE FREQUENCY OF MEASUREMENT Virus All software developed and delivered by the Vendor must be free of viruses. Each virus that is included in software developed and delivered by the Vendor. Monthly On-line Availability The components of the Solution under Vendor control as delivered into production shall be available at a level agreed to in the Contract (the contracted target level of availability). This will be chosen from one (1) of the three (3) availability levels shown in Table 3 Levels of Availability of the future MMIS. Each tenth of percentage point less than the contracted level of availability. Monthly on
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