TECHNICAL SERVICE LEVEL AGREEMENTS. The Contractor shall provide and manage the following Technical SLAs.
TECHNICAL SERVICE LEVEL AGREEMENTS. The Contractor shall provide and manage the following Technical SLAs. Basic (B) Standard (S) Premier (P) Bidder’s Objective Commitment (B, S or P)
TECHNICAL SERVICE LEVEL AGREEMENTS. The Contractor shall provide and manage the following Technical SLA’s. Basic (B) Standard (S) Premier (P) Bidders Objective Commitment (B, S or P) DS1 ≥ 99.2% ≥ 99.5% ≥ 99.8% P DS3 ≥ 99.7% ≥ 99.8% ≥ 99.9% P ISDN PRI ≥ 99.2% ≥ 99.5% ≥ 99.8% P Service(s): Long Distance Network Access Transport (1.4.2.2.2) Objective(s): Rights and Remedies Per Occurrence: N/A Monthly Aggregated Measurements: First month the service fails to meet the committed SLA objective shall result in a 15 percent rebate of the TMRC. The second consecutive month the service fails to meet the committed SLA objective shall result in a 30 percent rebate of TMRC. Each additional consecutive month the service fails to meet the committed SLA objective shall result in a 50 percent rebate of the TMRC. Basic (B) Standard (S) Premier (P) Bidders Objective Commitment (B, S or P) Long Distance Network Access Transport ≤ 3 hours ≤ 2 hours ≤ 1 hour B
TECHNICAL SERVICE LEVEL AGREEMENTS. (SLA)
24.6.8.1 Availability (M-S) Definition: The percentage of time a CALNET DNCS service is fully functional and available for use each calendar month. Measurement Process: The monthly Availability Percentage shall be based on the accumulative total of all Unavailable Time derived from all trouble tickets closed, for the individual affected service (per Circuit ID or Service ID), per calendar month. The monthly Availability Percentage equals the Scheduled Uptime per month less Unavailable Time per month divided by Scheduled Uptime per month multiplied by 100. Scheduled Uptime is based on 24 x number of days in the month. All Unavailable Time applied to other SLAs, which results in a remedy, will be excluded from the monthly accumulated total. Services:
TECHNICAL SERVICE LEVEL AGREEMENTS. (SLA) SLA Name: Availability Definition: Measurement Process: Services: Objectives: Rights and Remedies:
1. Per Occurrence: • End-User Escalation Process • CALNET CMO Escalation Process
2. Monthly Aggregated Measurements: • Each month the service fails to meet the committed SLA objective shall result in a 15% credit or refund of the TMRC.
30.5.8.1. a Backup LTE Availability
1. Per Occurrence: • N/A
2. Monthly Aggregated Measurements: • First month to fail to meet the committed SLA objective shall result in a 15% credit or refund of the TMRC. • The second consecutive month to fail to meet the committed SLA objective shall result in a 30% credit or refund of TMRC. • Each additional consecutive month to fail to meet the committed SLA objective shall result in a 50% credit or refund of the TMRC.
TECHNICAL SERVICE LEVEL AGREEMENTS. (SLA) SLA Name: Availability Definition: Measurement Process: Services: Objectives: Rights and Remedies:
1. Per Occurrence: • N/A
2. Monthly Aggregated Measurements: • First month service fails to meet the committed SLA objective shall result in a 15% credit or refund of the TMRC and two Business Days of the ADUC, when usage applies. • The second consecutive month to fail to meet the committed SLA objective shall result in a 30% credit or refund of TMRC and two Business Days of the ADUC, when usage applies. • Each additional consecutive month to fail to meet the committed SLA objective shall result in a 50% credit or refund of the TMRC and two Business Days of the ADUC, when usage applies.
TECHNICAL SERVICE LEVEL AGREEMENTS. 2.3.6.1 Provisioning (M-S)
TECHNICAL SERVICE LEVEL AGREEMENTS. 3.5.8.1 Availability (M-S) Mae Services Objective(s): The objective shall be based on the UNI physical interface: Access Type Basic (B) Standard (S) Premier (P) Bidder’s Objective Commitment (B, S or P) EPL and EVPL MAE Service 10/100 Mbps ≥ 99.2% ≥ 99.5% ≥ 99.9% P
TECHNICAL SERVICE LEVEL AGREEMENTS. 7.3.8.1 Availability (M-S) Measurement Process: The monthly Availability Percentage shall be based on the accumulative total of all Unavailable Time derived from all trouble tickets closed, for the affected service (includes Contractor provided web portal, dashboard and reports), and feature per calendar month. The monthly Availability Percentage equals the Scheduled Uptime per month less Unavailable Time per month divided by Scheduled Uptime per month multiplied by 100. Scheduled Uptime is 24 x number of days in the month. All Unavailable Time applied to other SLAs, which results in a remedy, will be excluded from the monthly accumulated total. DDoS Detection and Mitigation Service Email Monitoring and Scanning Service Web Security and Filtering Service Security Information and Event Management (SIEM) Objective(s): Basic (B) Standard (S) Premier (P) Bidder’s Objective Commitment (B, S or P) DDoS Detection and Mitigation Service ≥ 99.9% ≥ 99.95% ≥ 99.99% S Email Monitoring and Scanning Service ≥ 99.9% ≥ 99.95% ≥ 99.99% P Web Security and Filtering Service ≥ 99.9% ≥ 99.95% ≥ 99.99% P SIEM ≥ 99.9% ≥ 99.95% ≥ 99.99% P Rights and Remedies Per Occurrence: N/A Monthly Aggregated Measurements: First month the service fails to meet the committed SLA objective shall result in a 15 percent rebate of the TMRC. The second consecutive month the service fails to meet the committed SLA objective shall result in a 30 percent rebate of TMRC. Each additional consecutive month the service fails to meet the committed SLA objective shall result in a 50 percent rebate of the TMRC.
TECHNICAL SERVICE LEVEL AGREEMENTS. The Contractor shall provide and manage the following Technical SLAs.
5.5.8.1 Availability (M-S) 5.5.8.1 Availability (M-S) SLA Name: Availability Definition: The percentage of time a CALNET 3 service is fully functional and available for use each calendar month. Measurement Process: The monthly Availability Percentage shall be based on the accumulative total of all Unavailable Time derived from all trouble tickets closed, for the affected service (Per Circuit ID), per calendar month. The monthly Availability Percentage equals the Scheduled Uptime per month less Unavailable Time per month divided by Scheduled Uptime per month multiplied by 100. Scheduled Uptime is 24 x number of days in the month. All Unavailable Time applied to other SLAs, which results in a remedy, will be excluded from the monthly accumulated total. Services: Objective(s): SLA Objective Table 1 – Required Network Side Interface Basic (B) Standard (S) Premier (P) Bidder’s Objective Commitment (B, S or P)
5.5.8.1 Availability (M-S) Objective(s), continued: With the exception of XDSL, Bidder shall identify any additional Contractor identified network side interfaces not listed in the Table 1 above for InFRa and InFRaM services. Bidder shall provide an objective commitment percentage for each additional network side interface which must be above 99.2%: Rights and Remedies Per Occurrence: N/A Monthly Aggregated Measurements: First month the service fails to meet the committed SLA objective shall result in a 15 percent rebate of the TMRC and two (2) Business Days of the ADUC, when usage applies. The second consecutive month the service fails to meet the committed SLA objective shall result in a 30 percent rebate of TMRC and two (2) Business Days of the ADUC, when usage applies. Each additional consecutive month the service fails to meet the committed SLA objective shall result in a 50 percent rebate of the TMRC and two (2) Business Days of the ADUC, when usage applies. 1 3 4 5 6 7 9 10
5.5.8.2 Catastrophic Outage 1 (CAT 1) (M-S)
