Service Availability, Support and Performance Requirements The Contractor provided service must deliver the following availability, uptime and performance requirements that can be directly attributed to Contractor provided services or service elements: Service Availability must exceed 99.5% based on a 24 hour x 365 day service period, less mutually agreed service maintenance periods which must be generally scheduled to occur after State published working hours as measured and reported on a monthly basis. Should the production service be unavailable, or State email flow be impeded or severely degraded as to impact State operations, the Contractor will diagnose, implement and resolve such issues within one (1) hour of detection by the Contractor or the State reporting to the Contractor such a condition. Should State emails be delayed by more than fifteen (15) minutes the Contractor will diagnose, implement and resolve such issues within five (5) hours of detection by the Contractor or the State reporting to the Contractor such a condition. State originated support requests must be acknowledged and resolved within four (4) business hours. Such support requests are considered by the State as not performance or availability impacting and would include but not be limited to (as examples): support questions; system settings, configuration and service tuning assistance; and general, technical or support information as well as system enhancement and upgrade inquiries. Service Credits The contractor will render a service credit and apply it to the State’s next scheduled invoice as a service credit (i.e., service cost reduction) as a result of failure to meet the State’s requirements. In each calendar month, the Contractor will produce a report for service exceptions to each of the aforementioned (bulleted) requirements where the State requirement was not met as follows: System Availability: Below Standard (99.5%) Service Credit 30% of monthly service charges. Should the service in any month fall below 98% the Contractor will issue a full credit (i.e., 100%) to the State for that month of service. Failure of the Contractor to support the State under all other service attribute requirements (taken as a collective) will result in a 25% service credit to the State.
Service Availability, Support and Performance Requirements The Contractor provided service must deliver the following availability, uptime and performance requirements that can be directly attributed to Contractor provided services or service elements: Service Availability must exceed 99.5% based on a 24 hour x 365 day service period, less mutually agreed service maintenance periods which must be generally scheduled to occur after State published working hours as measured and reported on a monthly basis. Should the production service be unavailable, or State email flow be impeded or severely degraded as to impact State operations, the Contractor will diagnose, implement and resolve such issues within one (1) hour of detection by the Contractor or the State reporting to the Contractor such a condition. Should State emails be delayed by more than fifteen (15) minutes the Contractor will diagnose, implement and resolve such issues within five (5) hours of detection by the Contractor or the State reporting to the Contractor such a condition. State originated support requests must be acknowledged and resolved within four (4) business hours. Such support requests are considered by the State as not performance or availability impacting and would include but not be limited to (as examples): support questions; system settings, configuration and service tuning assistance; and general, technical or support information as well as system enhancement and upgrade inquiries. Service Credits The contractor will render a service credit and apply it to the State’s next scheduled invoice as a service credit (i.e., service cost reduction) as a result of failure to meet the State’s requirements. In each calendar month, the Contractor will produce a report for service exceptions to each of the aforementioned (bulleted) requirements where the State requirement was not met as follows: System Availability: Below Standard (99.5%) Service Credit 30% of monthly service charges. Should the service in any month fall below 98% the Contractor will issue a full credit (i.e., 100%) to the State for that month of service. Failure of the Contractor to support the State under all other service attribute requirements (taken as a collective) will result in a 25% service credit to the State.
0A1242_DMARC%20Supplement%201.docx