SERVICE LEVEL AGREEMENT MATRIX

Transcription

1 SERVICE LEVEL AGREEMENT MATRI SERVICE LEVELS, VoIP CnerStone Telephone s Level agreement provided herein is limited to the scope of services it is proposing in this response to the RFP. Specifically, our response is limited to the VoIP services proposed in Section III.7. Operations Levels Levels f dering, installing, cutting-over, fault management and maintenance and facilitating end user acceptance of all services will meet the criteria in this RFP. Failure to provide these types of service activities in a timely manner may result in the assessment of Liquidated Damages. Mean Time To Respond/Repair (MTTR) CnerStone Telephone will respond to Troubles and Outages (defined in footnote 2 of the following table), and repair such problems, in accdance with the standards contained in the following table. CnerStone s responsibility to respond/repair exists, when there is a Trouble Outage, without regard to whether not the CnerStone was at fault in causing such Trouble Outage. These services shall, f the Types of Trouble listed below, and without regard to the time of day day of week (including holidays), be perfmed in accdance with the Response Times and Restal Times contained in the following table. It is noted that the numbers in the two columns should not be added together; the time in the Restal Time column includes any time that CnerStone takes to respond to a Trouble Outage. Response Time begins to be counted at the time that an Authized User notifies the CnerStone of a Trouble Outage, CnerStone s netwk management ganization determines that such a Trouble Outage exists on its own. Response Time concludes when the appropriate CnerStone staff commences perfmance of remedial services, either in person (if a Trouble is capable of being remedied remotely) remotely. In no case is acknowledgment of receipt of notification of a Trouble by CnerStone s service ganizations the simple generation of a trouble ticket to be construed defined as a response. Restal Time (which is sometimes, in the industry, referred to as Mean Time To Respond/Repair ) also begins to be counted at the time that an Authized User notifies CnerStone of a Trouble Outage, CnerStone s netwk management ganization determines that such a Trouble Outage exists on its own. As used here, the terms restal, restation and repair are synonymous. Restal Time ends when the Trouble is cleared and the Authized User confirms service restation. The service levels in the following table are f each individual incident not averages means.

2 CnerStone Telephone is required to make a recd (known as a trouble ticket ) f each such Trouble Outage, containing at a minimum the time of commencement, time of response, and time of repair. TYPE OF TROUBLE 2 RESPONSE TIME Non-Critical 1 2 Hour Less Critical 1, Single Line / Circuit 1 Hour Less Centrex, 1MB/POTS, Flexpath-Like, Analog Trunk Lines (DID, DOD and Combination),Off- Premises Extensions (OPs), DS-0 Circuits and ISDN BRI Circuits 1 Hour Less ATM, T-1, T-3, Frame Relay, ISDN (PRI), DSL, and 1 Hour Less OC3 to OC192+ Critical 1, multiple lines/circuits 1 Hour Less Significant ( over 25% of installed base) IMMEDIATE affecting Outage Catastrophic ( over 50% of installed base) Outage2 Loss of any Critical Contracting agency, department ganization IMMEDIATE Critical Circuit, Critical Multiple Lines/Circuits, Significant and Catastrophic s affecting Outage. Status Updates Every 15 Minutes TYPE OF TROUBLE 2 RESTORAL TIME Non-Critical 1 5 Hours Less Critical 1, Single Line / Circuit 3 Hours Less Centrex, 1MB/POTS, Flexpath-Like, Analog Trunk Lines (DID, DOD and Combination),Off-

3 Premises Extensions (OPs), DS-0 Circuits and ISDN BRI Circuits ATM, T-1, T-3, Frame Relay, ISDN (PRI), DSL, and OC3 to OC192+ Critical 1, multiple lines/circuits 3 Hours Less Significant ( over 25% of installed base) 2 Hours Less, affecting Outage Catastrophic ( over 50% of installed base) Outage2 Loss of any Critical Contracting agency, department ganization Critical Circuit, Critical Multiple Lines/Circuits, Significant and Catastrophic s affecting Outage. Status Updates Escalation 1 Hours Less, Escalation, DRP Not Applicable 1 s indicated as being critical priity public health and safety shall, f purposes of the above table, all be deemed to be covered by the label critical. The State and Authized Users reserve the right, upon at least seven days advance notice to the Contract, to designate the products, circuits, services and Authized User, departments ganizations deemed to be critical, priity, public health and safety, and the Contract shall be bound by such designations. Other services, f purposes of the above table, shall be deemed non-critical. 2 The definition of Outage Trouble -Affecting Trouble is defined as any circuit, product service that does not operate within contracted service level agreements. F purposes of this RFP, the terms are considered to be synonymous. See LIQUIDATED DAMAGES (below) f liquidated damages that may be assessed f failure to respond to repair a Trouble Outage within the contractual timeframe(s).

4 SERVICE MAINTENANCE REQUIREMENTS Upon successful installation of netwk services to the Authized User, CnerStone Telephone understands and agrees that it is required to provide the highest level of netwk service maintenance and netwk service uptime to the Authized User. The following sub-sections address the minimum requirements f post installation netwk service maintenance by CnerStone. Level Agreements (VoIP Voice s) OGS and the Authized Users require Level Agreements (SLA) on all voice services proposed in response to Section III of this RFP. Bidders must describe, in their proposal, its standard and optional SLAs f all proposed voice services. SLA Voice s Standard SLA s Or CnerStone Telephone standard SLA Attachment H Optional SLA Level Agreements (Connectivity s) s Level Agreements (Managed s) s MAINTENANCE REQUIREMENTS AND SERVICE LEVEL AGREEMENTS CnerStone Telephone agrees that Authized Users may require me stringent Level Perfmance Standards based on the unique requirements of the Authized User. F example, shter response times, on-line suppt, help desk suppt, penalties f nonperfmance, etc. Require- Require-

5 CRITICAL MAINTENANCE REQUIREMENTS It is required that CnerStone Telephone s Customer Representative Technical Specialist remain in constant communication with the repting Authized Users Representative while service testing is perfmed by bidders on the affected netwk service. Bidders must complete all testing of the affected circuits netwk service within 30 minutes of the initial service call by the repting Authized User. Bidders must provide repts recds, upon the Authized Users request, of all required netwk service testing to confirm compliance with the 30 minute testing requirement listed above. Should the affected netwk service not be repaired via remote access, the Contract must have a qualified technician, suitably equipped f the installed service, on site at the Authized Users location within two (2) continuous hours from the time of initial trouble rept. The Authized User understands the tentative nature of ensuring that a repair to any netwk service is completed in a set period of time. Thus, bidders are required to meet all response times listed above. In regards to repair of the service to nmal operating status, bidders is required to use commercially reasonable effts to repair the service within four (4) continuous hours of the initial trouble call from the repting entity. In the event bidders experiences extradinary obstacles to its repair of the affected netwk service within the required four (4) continuous hour time-to repair, bidders must notify the repting entity and provide a detailed plan of repair, including how bidders will provision alternative service during the service disruption. Emergency Maintenance s Additionally, the Contract must provide the following f netwk services listed in the emergency maintenance categy: ment ment Bidders must commence testing of the affected netwk service within 30 minutes of receipt of the trouble rept from the Authized User. Bidders must complete all testing of the affected circuits netwk service within 60 minutes of the initial service call by the repting Authized User. Bidders must provide repts recds, upon the Authized Users request, of all

6 required netwk service testing to confirm compliance with the 60 minute testing requirement listed above. Bidders must contact the repting Authized User within 60 minutes of the initial trouble rept by the Authized User with the results of its remote testing. Should the affected netwk service not be repaired via remote access, the Contract must have a qualified technician, suitably equipped f the installed service, on site at the Authized Users location within four (4) continuous hours from the time of initial trouble rept. The State of New Yk understands the tentative nature of ensuring that a repair to any netwk service is completed in a set period of time. Thus, bidders are required to meet all response times listed above. In regards to repair of the service to nmal operating status, bidders is required to use commercially reasonable effts to repair the service within eight (8) continuous hours of the initial trouble call from the repting Authized User. In the event bidders experiences extradinary obstacles to its repair of the affected netwk service within the required eight (8) continuous hour time-to-repair, bidders must notify the repting Authized User and provide a detailed plan of repair, including how bidders will provision alternative service during the service disruption. ROUTINE MAINTENANCE REQUIREMENTS Additionally, the Contract must provide the following f netwk services listed in the routine maintenance categy: Bidders must commence testing of the affected netwk service within two (2) hours of receipt of the trouble rept from the Authized User. Bidders must complete all testing of the affected circuits netwk service within four (4) hours of the initial service call by the repting Authized User. Bidders must provide repts recds, upon Authized Users request, of all required netwk service testing to confirm compliance with the four (4) hour testing requirement listed above. Bidders must contact the repting Authized User within four (4) hours of the initial trouble rept by the Authized User with the results of its remote testing. Should the affected netwk service not be repaired via remote access, the

7 Contract must have a qualified technician, suitably equipped f the installed service, on site at the Authized Users location within eight (8) business hours from the time of initial trouble rept. (F the purposes of this RFP, business hours are considered to be between 8:00 am and 6:00 pm, Monday through Friday.) The Authized User understands the tentative nature of ensuring that a repair to any netwk service is completed in a set period of time. Thus, bidder is required to meet all response times listed above. In regards to repair of the service to nmal operating status, bidders is required to use commercially reasonable effts to repair the service within 16 business hours of the initial trouble call from the repting Authized User. In the event bidders experiences extradinary obstacles to its repair of the affected netwk service within the required 16 business hour time-tepair, bidders must notify the repting Authized User and provide a detailed plan of repair, including how bidders will provision alternative service during the service disruption. MAINTENANCE / SERVICE HOURS Hours of operation vary between Authized Users. The Contract must determine the actual hours f maintenance service required by the Authized User. This may include a request by the Authized User to provide service (24) hours-a-day, seven (7) days-a-week, 365 days a year. RESTITUTION Credit f Down Time

8 The Contract must credit the repting Authized User f any service "downtime" experienced during the monthly billing cycle. Credit must be issued when downtime exceeds the Mean Time To Respond/Repair (MTTR) as defined in Section I In addition, credit must be issued when a particular netwk service experiences downtime on me than one occasion during the monthly billing cycle. Failure to Install Circuit Commence on Due Date Failure to install and/ deliver the services within required time frames may result in the assessment of liquidated damages, as follows: F the Contracts failure to install a circuit commence service by the required due date, a credit of Fifty Dollars ($50) per day may be assessed f the first fifteen (15) days, and One Hundred Dollars($100) per day f each additional day, up to fty-five (45) calendar days. If the installation delay is me than fty-five (45) calendar days, then, by written notice to the Contract, the Authized User may terminate the Authized Users der f the Contract to install the circuit(s) and service(s) and the Authized User may have the circuit(s) installed and service(s) provided by a substitute vend. In this event, the Contract would also be liable f all reasonable costs incurred by the Authized User in obtaining such substitute services which are in excess of the contracted charges. Credits f Failure to Respond/Repair Troubles Failure to Respond/Repair Troubles in the timeframes specified above, after the Contract has been notified of the Trouble by the Authized User ( determining a Trouble on its own through its netwk management facilities) may result in liquidated damages, assessed as follows: Failure to Respond/Repair any Non-Critical trouble within five (5) hours - A credit of fifty ($50.00) dollars per hour shall be assessed f each additional hour part thereof over the five-hour response/repair period that the Trouble was not repaired; and the amount deducted from the monthly Invoice. Failure to Respond/Repair Critical Single-Line/Circuit within Three (3) hours - A credit of one hundred ($100.00) dollars per hour shall be assessed f each additional hour part thereof over the three-hour response/repair period that the Trouble was not repaired; and the amount deducted from the monthly invoice. Failure to Respond/Repair Centrex, 1MB/POTS, Flexpath-Like, Analog Trunk Lines (DID, DOD and Combination), Off- Premises

9 Extensions (OPs), DS-0 Circuits and ISDN BRI Circuits Within four (4) hours - A credit of fifty ($50.00) dollars per hour shall be assessed f each additional hour part thereof over the four-hour response/repair period that the Trouble was not repaired; and the amount deducted from the monthly invoice. Failure to Respond/Repair ATM, T1, T3, Frame Relay, ISDN (PRI), DSL and OC-3 to OC-192 Circuits Within three (3) hours A credit of onethirtieth (1/30) of the circuit monthly cost shall be assessed f every hour part thereof over the three-hour response/repair period that the Trouble was not repaired; and the amount deducted from the monthly invoice. This shall not exceed the total monthly cost of the circuit. Failure to Respond/Repair Critical Multiple Line/Circuit Within Three (3) Hours - A credit of One Hundred ($100.00) dollars per hour shall be assessed f each additional hour part thereof over the three hour response/repair period that the trouble was not repaired; and the amount deducted from the monthly invoice. Failure to Respond/Repair Emergency Outages within 45 minutes F not responding immediately to Declared Emergency Outages determined by the Authized User to be the responsibility of the Contract, a credit of one full months recurring charge f the applicable circuits services shall be assessed against the Contract. Failure to repair within 45 minutes shall result in the credit assessment of one months recurring monthly charges f the entire service categy (i.e., ATM, T1, OC-3 etc.). Failure to Respond to Significant -Affecting Outage Immediately Repair Significant -Affecting Outage Within two (2) Hours F not responding immediately to a Significant -Affecting Outage determined by the Authized User to be the responsibility of the Contract, a credit of one full months recurring charge f the applicable circuits services shall be assessed against the Contract. Failure to repair within two (2) hours shall result in the credit assessment of one month s recurring monthly charges f the entire service categy (i.e., ATM, T1, OC-3 etc.). Failure to Respond to Catastrophic -Affecting Outage Immediately Repair Catastrophic -Affecting Outage Within one (1) Hour F not responding immediately to a Catastrophic -Affecting Outage determined by the Authized User to be the responsibility of the Contract, a credit of one full months recurring charge f the applicable circuits services shall be assessed f each hour part thereof that the Contract fails to respond. Failure to repair within one (1) hour shall result

10 in the credit assessment of one month s recurring monthly charges f the entire service categy (i.e., ATM, T1, OC-3 etc.). Failure to Provide Timely Quarter-Hour Status Updates f Critical Circuit, Critical Multiple Line/Circuit/s, Declared Emergency -Affecting Outage Significant Catastrophic -Affecting Outage F not providing timely quarter-hour status repting a credit of one tenth (1/10) months recurring charge f the circuits services not repted on in a timely manner shall be assessed f each quarter-hour update that the Contract fails to provide in a timely manner. Failure to timely rept f longer than one (1) hour shall result in the credit assessment of one month s recurring monthly charges f the circuit service not repted on. Chronic Outages / Unsatisfacty Perfmance A credit of one month s recurring charge may be applied f a circuit service meeting the definition of Chronic Outage in section above. In any subsequent month in which a circuit service has an Outage after qualifying as a Chronic Outage, a credit of one months total recurring charge f the circuit service may be assessed f that month, in addition to any other liquidated damages that may be assessable f failure to repair. When a Chronic Outage exists f a circuit service, the Authized User may direct the Contract, at no cost to the State Authized User to replace the circuit service with a new one; and the Contract shall install the new circuit service in the most expeditious timeframe f installation of a new circuit/service contained in the contract. In the event that an Authized contract user determines that the service provided is unsatisfacty and the contract is deemed to be in breech of contact and the Authized user must replace the services with comparable service from another contact the contract in breach will be responsible f: providing continued services during the transition period at no additional cost to the Authized User all transition expenses additional costs assessed damages Critical / Priity / Public Health and Safety s Failure by the Contract to respond within the required time to any three (3) Outages in any consecutive three-month period in individual locations Authized User that the State has specified to the Contract as being critical to the public health and safety, will, in lieu of the liquidated

11 damages set fth above, may result in the assessment of one months credit f the entire service categy f such individual location Authized User (i.e., ATM, T1, OC-3 etc.). Failure to respond within the required time to any subsequent Outage within six months following the third Outage in a consecutive three-month period may, in lieu of the liquidated damages set fth above, result in an additional assessment of one months credit f the entire service categy f such location agency. Billing Discrepancies Failure to resolve and crect any conditions resulting in billing discrepancies within 60 calendar days after the Contract received written notification from the Authized User may result in liquidated damages, assessed as follows: Failure to crect the discrepancies within 60 calendar days after notification - A credit of 150% of any amounts identified as erroneous non-authized will be assessed f each occurrence and any payments f the next monthly invoice may be reduced by the identified amount(s). Failure to crect the discrepancies within 120 calendar days after notification - A credit of 200% of any amounts identified as erroneous non-authized will be assessed f each occurrence and any payments f the next monthly invoice may be reduced by the identified amount(s).