consistent basis could have a significant impact on compensation levels to the Contractor (please see Performance-Based Withholds in Section 9). Maintenance and Operations Service Levels The following are service levels for the M&O services. All service levels will be reported monthly to the State in a written report, per Section 5.6. Validation of the SLAs will be conducted by the State and/or the OV&V Contractor, and each Contractor must provide any supporting documentation requested as part of validation activities. The Contractors shall provide full transparency via designated Local Area Network (LAN) for the State staff to access all materials and work products associated with the EDW, including but not limited to staff time reports, staff status reports, staff calendars, agendas, meeting notes, charters, and SSDW Request Tracker. Resolution Timeliness (User Requests/Incidents/Defects/Bugs) The table below provides a description of four severity codes that apply to items such as user requests, incidents, defects, and bugs. The severity code for each item will be assigned by the State, but may be adjusted based on discussions with each Contractor. Severity Code Definition A problem has made a Critical function unusable or unavailable, and no 1 workaround exists. A problem has made a Critical function unusable or unavailable, but a workaround exists. 2 or A problem has made an Important function unusable or unavailable, and no workaround exists. A problem has diminished Critical or Important functionality or performance, 3 but the functionality still performs as specified in the user documentation. A problem has diminished Supportive functionality or performance. 4 The table below provides descriptions for each type of function. Function Type Description Examples These functions are Data submission to IMAR / T-MSIS for critical to ensuring Federal (CMS) Reporting services are able to be Data extract submission to other vendors Critical provided to clients within (Milliman, Truven, Optum Rx, etc.) to the State of Indiana, in support their critical functions turn impacting User
consistent basis could have a significant impact on compensation levels to the Contractor (please see Performance-Based Withholds in Section 9). Maintenance and Operations Service Levels The following are service levels for the M&O services. All service levels will be reported monthly to the State in a written report, per Section 5.6. Validation of the SLAs will be conducted by the State and/or the OV&V Contractor, and each Contractor must provide any supporting documentation requested as part of validation activities. The Contractors shall provide full transparency via designated Local Area Network (LAN) for the State staff to access all materials and work products associated with the EDW, including but not limited to staff time reports, staff status reports, staff calendars, agendas, meeting notes, charters, and SSDW Request Tracker. Resolution Timeliness (User Requests/Incidents/Defects/Bugs) The table below provides a description of four severity codes that apply to items such as user requests, incidents, defects, and bugs. The severity code for each item will be assigned by the State, but may be adjusted based on discussions with each Contractor. Severity Code Definition 1 A problem has made a Critical function unusable or unavailable, and no workaround exists. 2 A problem has made a Critical function unusable or unavailable, but a workaround exists. or A problem has made an Important function unusable or unavailable, and no workaround exists. 3 A problem has diminished Critical or Important functionality or performance, but the functionality still performs as specified in the user documentation. 4 A problem has diminished Supportive functionality or performance. The table below provides descriptions for each type of function. Function Type Description Examples Critical These functions are critical to ensuring services are able to be provided to clients within the State of Indiana, in turn impacting User Data submission to IMAR / T-MSIS for Federal (CMS) Reporting Data extract submission to other vendors (Milliman, Truven, Optum Rx, etc.) to support their critical functions
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