Common use of Performance Management Clause in Contracts

Performance Management. The CONSULTANT, at City’s request, will provide City with information regarding CONSULTANT’s methodologies and tools in order to demonstrate the CONSULTANT’s ability to meet the performance requirements in the Proposed Service Level Agreement (SLA). The CONSULTANT, at City’s request, will provide performance measurements regarding the Services provided, including, but not limited to, the following: Quality of work: defect rate, re-work rate Response time Service fulfillment rate User Satisfaction ( City as user/ City users ) Proposed Service Level Agreement Summary: Priority Definition Response Time After Notification Provide Solution Time Target Resolution Time Escalation Path Emergency • Entire organization is affected. • Core business process cannot be carried out. • Security violation. 1 hour 1 day 1 day Resolution > 2 day Escalation path: tbd Critical • Multiple users or departments are directly affected. • Incident has serious impact on critical tasks and no workaround is available • Customer affected. 4 hours 1 day 3 days Resolution > 2 day Escalation path: tbd High • System cannot function as designed or installed. • Small group of users are directly affected. • Compliance time line is affected 1 day 3 days Requires resource estimation, City's approval, prioritization and scheduling Medium • Small number of users are affected. • Isolated incident. • Degraded performance and/or is difficult to use. 5 days 2-3 weeks Requires resource estimation, City's approval, prioritization and scheduling Priority Definition Response Time After Notification Provide Solution Time Target Resolution Time Escalation Path Low • User requests general information, service or consultation. • Cosmetic enhancements • Report enhancements 5 days 4-6 weeks To be prioritized based on resource availability and cost The CONSULTANT shall assign personnel to provide Services under this Agreement with the following qualifications:

Performance Management. The CONSULTANT, at City’s request, will provide City with information regarding CONSULTANT’s methodologies and tools in order to demonstrate the CONSULTANT’s ability to meet the performance requirements in the Proposed Service Level Agreement (SLA). The CONSULTANT, at City’s request, will provide performance measurements regarding the Services provided, including, but not limited to, the following: Quality of work: defect rate, re-work rate Response time Service fulfillment rate User Satisfaction ( City as user/ City users ) Proposed Service Level Agreement Summary: Priority Definition Response Time After Notification Provide Solution Time Target Resolution Time Escalation Path Emergency • Entire organization is affected. • Core business process cannot be carried out. • Security violation. 1 hour 1 day 1 day Resolution > 2 day Escalation path: tbd Critical • Multiple users or departments are directly affected. • Incident has serious impact on critical tasks and no workaround is available • Customer affected. 4 hours 1 day 3 days Resolution > 2 day Escalation path: tbd High • System cannot function as designed or installed. • Small group of users are directly affected. • Compliance time line is affected 1 day 3 days Requires resource estimation, City's approval, prioritization and scheduling Priority Definition Response Time After Notification Provide Solution Time Target Resolution Time Escalation Path Medium • Small number of users are affected. • Isolated incident. • Degraded performance and/or is difficult to use. 5 days 2-3 weeks Requires resource estimation, City's approval, prioritization and scheduling Priority Definition Response Time After Notification Provide Solution Time Target Resolution Time Escalation Path Low • User requests general information, service or consultation. • Cosmetic enhancements • Report enhancements 5 days 4-6 weeks To be prioritized based on resource availability and cost The CONSULTANT shall assign personnel to provide Services under this Agreement with the following qualifications: