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. The Contractor shall provide and manage the following Technical SLA’s. Basic (B) Standard (S) Premier (P) Bidders Objective Commitment (B, S or P) Analog ≥ 98.9% ≥ 99.2% ≥ 99.5% S DS0 ≥ 98.9% ≥ 99.2% ≥ 99.5% S DS1 ≥ 99.2% ≥ 99.5% ≥ 99.8% S DS3 ≥ 99.7% ≥ 99.8% ≥ 99.9% S OCX ≥ 98.7% ≥ 99.8% ≥ 99.9% S
1.6.6.8.1 Availability (M-S) 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:
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. The Contractor shall provide and manage the following Technical SLA’s. Basic (B) Standard (S) Premier (P) Bidders Objective Commitment (B, S or P) Standalone VoIP Handset Service Packages ≥ 98.9% ≥ 99.2% ≥ 99.5% S Standalone VoIP Voice Mail Service ≥ 98.9% ≥ 99.2% ≥ 99.5% S Audio Conferencing ≥ 98.9% ≥ 99.2% ≥ 99.5% S Service(s): Standalone VoIP Handset Service Packages (Table 1.3.2.2.4) Standalone VoIP Voice Mail Service (1.3.2.5) Audio Conferencing (1.3.2.7) 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 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. Basic (B) Standar d (S) Premier (P) Bidders Objective Commitment (B, S or P) Standalone VoIP Service ≤ 3 hours ≤ 2 hours ≤ 1 hour S Standalone VoIP Voice Mail Service ≤ 3 hours ≤ 2 hours ≤ 1 hour S
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) NBCC Service ≤ 6 hours ≤ 4 hours ≤ 2 hour P
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) Converged VoIP Service ≥ 98.7% ≥ 99.2% ≥ 99.5% P Converged VoIP Voice Mail Service ≥ 98.9% ≥ 99.2% ≥ 99.5% P SIP Trunk ≥ 98.9% ≥ 99.2% ≥ 99.5% P Service Basic (B) Standard (S) Premier (P) Bidder’s Objective Commitment (B, S or P) DS1 ≥ 99.2% ≥ 99.5% ≥ 99.8% P DS3 ≥ 99.7% ≥ 99.8% ≥ 99.9% P OCx ≥ 99.7% ≥ 99.8% ≥ 99.9% P Ethernet ≥ 99.2% ≥ 99.5% ≥ 99.8% P 1.2.9.8.1 Availability (M-S) Objective(s) A applies to the following Services: • Converged VoIP Service (Error! Reference source not found.) • Converged VoIP Voice Mail Service (Error! Reference source not found.) • Audio Conferencing (Error! Reference source not found.) • SIP Trunk Objective(s) A: Objective(s) B applies to the following Service(s): • MPLS (Error! Reference source not found.) (Includes Error! Reference source not found. through Error! Reference source not found.) Objective(s) B: The objectives will be based on the transport type. The speeds appear in ranges. 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. Bidder understands the Requirement and shall meet or exceed it? Yes X No
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. 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.
