3 Low Problem that is 5 days / Respond to Within one (1) inconvenient and week, caller within business day after not critical to four (4) response time if can DHR. (Example: EST business be resolved The system is not hours of remotely. For issues automatically receiving requiring onsite bringing up the report. troubleshooting or today’s date and resolution, a the worker has to technician should be keep entering the onsite within three date by hand) (3) business days. 4 Non-Urgency Problem that 5 days / Respond to Present enhancement requires an week, caller within request to the State enhancement, but one (1) Project Manager with no urgency EST business within five (5) day of business days. receiving Notify caller that the report. their request is being reported to management for review and consideration. Service Level Metrics Solution Availability –Software REQUIREMENT The Contractor comply with the following system service level agreements as dictated by the metrics in the chart below: DHR Service Level Metrics Common Services – System Metrics Measure Within seven (7) calendar days from System Restoration (Disaster declaration of disaster,restore100% of Recovery) RMTS functionality to the State Complete 95% of file restoration System File Restoration 24x7x365 within four(4) hours of failure, and – requests complete 100% of file restoration within one (1) business day Backups As Scheduled and accurate Backups performed and completed – (ref. Section 3.4A6) for 99% of the time RMTS system is available 99.9% of Planned System Availability the time excluding scheduled maintenance
3 Low Problem that is inconvenient and not critical to DHR. (Example: The system is not automatically bringing up today’s date and the worker has to keep entering the date by hand) 5 days / week, EST Respond to caller within four (4) business hours of receiving the report. Within one (1) business day after response time if can be resolved remotely. For issues requiring onsite troubleshooting or resolution, a technician should be onsite within three (3) business days. 4 Non-Urgency Problem that requires an enhancement, but with no urgency 5 days / week, EST Respond to caller within one (1) business day of receiving the report. Present enhancement request to the State Project Manager within five (5) business days. Notify caller that their request is being reported to management for review and consideration. Service Level Metrics –Software Solution Availability REQUIREMENT The Contractor comply with the following system service level agreements as dictated by the metrics in the chart below: DHR Service Level Metrics – Common Services System Metrics Measure System Restoration (Disaster Recovery) Within seven (7) calendar days from declaration of disaster,restore100% of RMTS functionality to the State System File Restoration – 24x7x365 requests Complete 95% of file restoration within four(4) hours of failure, and complete 100% of file restoration within one (1) business day Backups – As Scheduled and accurate (ref. Section 3.4A6) Backups performed and completed for 99% of the time Planned System Availability RMTS system is available 99.9% of the time excluding scheduled maintenance
1.%20RFP%20FINAL%20for%20RMTS%20Software-Revised%203.26.14.docx