all in-scope Critical Defect service requests in the Contract Month. to Repair” is measured from “Time time a Defect is received by the Contractor to point in time when the Defect is resolved by the Contractor and the Contractor submits the repair to the State for confirmation of resolution. Defect Service “Critical Request” affects critical functionality or critical data. No work-around exists. * In lieu of any specifically stated SLA determined by the project sponsor, the default requirement shall apply. Mean Time to Repair/Resolve pre-implementation Critical Defects is expected to be less than or equal to 24 hours* Mean Time to Repair/Resolve post-implementation Critical Defects is expected to be less than or to 24 hours This SLA is calculated as follows: Time to “Mean Repair/Resolve (Critical Defects)”” equals “Total elapsed time it takes to repair Critical Defect Service Requests” divided by Critical Defect Service “Total Requests” Mean Time to Repair/Resolve The Mean Time to Repair/Resolve High Service High Service will be calculated by determining time (stated in hours and minutes) representing the statistical mean for all in-scope High Defect service requests in the Contract Month. to Repair” is measured from “Time time a Defect is received by the Contractor to point in time when the Defect is resolved by the Contractor and the Contractor submits the repair to the State for confirmation of resolution. Defect Service “High Request” affects critical functionality, but there is a temporary work-around however it is difficult to implement. Mean Time to Repair/Resolve pre-implementation High Defects is expected to be less than or equal to 72 hours Mean Time to Repair/Resolve post-implementation High Defects is expected to be less than or equal to 72 hours This SLA is calculated as follows: Time to “Mean Repair/Resolve (High Defects)”” equals elapsed “Total time it takes to repair High Defect Service Requests” divided by High Defect Service Requests” “Total Mean Time to Repair Medium The Mean Time to Repair Medium Service Level Service Level will be calculated by determining time (stated in hours and minutes) representing the statistical mean for all
all in-scope Critical Defect service requests in the Contract Month. “Time to Repair” is measured from time a Defect is received by the Contractor to point in time when the Defect is resolved by the Contractor and the Contractor submits the repair to the State for confirmation of resolution. “Critical Defect Service Request” affects critical functionality or critical data. No work-around exists. * In lieu of any specifically stated SLA determined by the project sponsor, the default requirement shall apply. Mean Time to Repair/Resolve pre-implementation Critical Defects is expected to be less than or equal to 24 hours* Mean Time to Repair/Resolve post-implementation Critical Defects is expected to be less than or to 24 hours This SLA is calculated as follows: “Mean Time to Repair/Resolve (Critical Defects)”” equals “Total elapsed time it takes to repair Critical Defect Service Requests” divided by “Total Critical Defect Service Requests” Mean Time to Repair/Resolve High Service The Mean Time to Repair/Resolve High Service will be calculated by determining time (stated in hours and minutes) representing the statistical mean for all in-scope High Defect service requests in the Contract Month. “Time to Repair” is measured from time a Defect is received by the Contractor to point in time when the Defect is resolved by the Contractor and the Contractor submits the repair to the State for confirmation of resolution. “High Defect Service Request” affects critical functionality, but there is a temporary work-around however it is difficult to implement. Mean Time to Repair/Resolve pre-implementation High Defects is expected to be less than or equal to 72 hours Mean Time to Repair/Resolve post-implementation High Defects is expected to be less than or equal to 72 hours This SLA is calculated as follows: “Mean Time to Repair/Resolve (High Defects)”” equals “Total elapsed time it takes to repair High Defect Service Requests” divided by “Total High Defect Service Requests” Mean Time to Repair Medium Service Level The Mean Time to Repair Medium Service Level will be calculated by determining time (stated in hours and minutes) representing the statistical mean for all
DBDAS-17-06-002_DBDAS-17-06-002_MS%20Word%20Version.docx