Measurement Normal business Collected monthly beginning upon implementation, Weekly, Report Monthly Interval Measurement Defined by Contractor Tool Contractor Fee Amount $500.00 per percentage below the requirement, per month. Credit General Administrative Functions Definition Routine Hosting functions that are required to meet the State’s requirements. Required SLA Performance % Service Function Performance Target Measure Green Yellow Red Set Up/Modify Response Time User ID 1–5 User IDs 2 business days >97.0% >=95% <95% 6–10 Users IDs 3 business days >10 User IDs per agreed-upon time Notification of outage to ODJFS 10 minutes of discovery (i.e., immediate notification) via and/or Response Time 100% >=95% <95% representative or email designee and Contractor Help Desk Notification of outage to ODJFS Response Time 2 hours of discovery via e- mail 100% >=95% <95% representative or designee and Contractor Help Desk Number of requests or outages completed within Performance Target / of all requests (outages) occurring Formula during Measurement Interval Measurement Measure Weekly; Report Monthly Interval Measurement Contractor incident tracking System Tool Contractor Fee Amount $500.00 per occurrence. Credit Backup and Restore Contractor must implement and maintain backup and restoration capabilities for all data, applications and component configurations. Contractor must perform incremental backups, full backups and full archive backups according to the Backup Definition Schedule presented below. Recovery procedures must be capable of restoring service delivery for failed data, applications and component configurations according to the Services Level Restoration (SLA) listed below. SLA Performance % Storage Backup Type Frequency Retention Measure Location Red
Measurement Interval Normal business Collected monthly beginning upon implementation, Weekly, Report Monthly Measurement Tool Defined by Contractor Contractor Fee Credit Amount $500.00 per percentage below the requirement, per month. General Administrative Functions Definition Routine Hosting functions that are required to meet the State’s requirements. Function Service Measure Performance Target Required SLA Performance % Green Yellow Red Set Up/Modify User ID Response Time 1–5 User IDs 6–10 Users IDs >10 User IDs 2 business days 3 business days per agreed-upon time >97.0% >=95% <95% Notification of outage to ODJFS representative or designee and Contractor Help Desk Response Time 10 minutes of discovery (i.e., immediate notification) via and/or email 100% >=95% <95% Notification of outage to ODJFS representative or designee and Contractor Help Desk Response Time 2 hours of discovery via e- mail 100% >=95% <95% Formula Number of requests or outages completed within Performance Target / of all requests (outages) occurring during Measurement Interval Measurement Interval Measure Weekly; Report Monthly Measurement Tool Contractor incident tracking System Contractor Fee Credit Amount $500.00 per occurrence. Backup and Restore Definition Contractor must implement and maintain backup and restoration capabilities for all data, applications and component configurations. Contractor must perform incremental backups, full backups and full archive backups according to the Backup Schedule presented below. Recovery procedures must be capable of restoring service delivery for failed data, applications and component configurations according to the Services Level Restoration (SLA) listed below. Backup Type Frequency Storage Location Retention Measure SLA Performance % Red
0A1195_0A1195%20Supplement%201%20MSWord%20Version.docx