Threshold for Compliance SLA# Key Service Level Agreement Scope (Reported Monthly) Maintain system uptime System Uptime. against a 24-hours per day, 7 days per week operating schedule, excluding maintenance time. 99.99% uptime other than 1 A scheduled maintenance time Note: Any maintenance exceptions should be either for a standing window (such as 2:00 A.M. to 4 A.M. on Sundays) or require written pre-approval from the State. 98% of total measured response times are met Response Timeliness. Provide response time For example, if there are 25 items compliance for user requests, incidents, opened in a month, that equates to 2 A, B defects, and bugs based on Severity Code 100 response time measurements timeliness standards outlined in Section 9.2.2. (25 items X 4 response stages). The Contractor must meet the response times for at least 98% of these measurements in the month. Resolution Timeliness. Resolve opened 99% of opened incidents resolved 3 incidents in the required timeframes to the A, B on time satisfaction of the State 100% of total measured inbound and outbound exchanges reports are accurate and completed on Extracts Accuracy/Timeliness. Conduct time* inbound and outbound file exchange in 4 A, B accordance with approved requirements Any detected inaccuracies will be accurately and on time corrected on a schedule based on critical nature of the deviation as determined by the State Recurring Reports Accuracy/Timeliness. Produce recurring reports in accordance with approved requirements accurately and on time 100% of reports are accurate and 5 A, B delivered on time* (Any unapproved deviation from timeliness and accuracy standards will be corrected on a schedule based on critical nature of the deviation as determined by the State)
SLA# Key Service Level Agreement Threshold for Compliance (Reported Monthly) Scope 1 System Uptime. Maintain system uptime against a 24-hours per day, 7 days per week operating schedule, excluding maintenance time. Note: Any maintenance exceptions should be either for a standing window (such as 2:00 A.M. to 4 A.M. on Sundays) or require written pre-approval from the State. 99.99% uptime other than scheduled maintenance time A 2 Response Timeliness. Provide response time compliance for user requests, incidents, defects, and bugs based on Severity Code timeliness standards outlined in Section 9.2.2. 98% of total measured response times are met For example, if there are 25 items opened in a month, that equates to 100 response time measurements (25 items X 4 response stages). The Contractor must meet the response times for at least 98% of these measurements in the month. A, B 3 Resolution Timeliness. Resolve opened incidents in the required timeframes to the satisfaction of the State 99% of opened incidents resolved on time A, B 4 Extracts Accuracy/Timeliness. Conduct inbound and outbound file exchange in accordance with approved requirements accurately and on time 100% of total measured inbound and outbound exchanges reports are accurate and completed on time* Any detected inaccuracies will be corrected on a schedule based on critical nature of the deviation as determined by the State A, B 5 Recurring Reports Accuracy/Timeliness. Produce recurring reports in accordance with approved requirements accurately and on time (Any unapproved deviation from timeliness and accuracy standards will be corrected on a schedule based on critical nature of the deviation as determined by the State) 100% of reports are accurate and delivered on time* A, B
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