Test 3.4.7.2 Build quality into the process by following a standard project management framework, system development and validation lifecycles, as well as standard operating procedures (SOPs). X Test 3.4.7.3 Conduct quality assurance testing on production releases of applications packages and standard images. X Test 3.4.7.4 Update appropriate SOPs in the Policy and Procedures Manual to reflect roles and responsibilities transitioned to service provider and any changes thereto. X Test 3.4.7.5 As appropriate SOPs changes, be responsible for additional training requirements, including . X Test 3.4.7.6 Review recommended changes to processes and, if INPRS determines appropriate, approve. X Test 3.4.7.7 Work with service provider to enable service provider to update SOPs to reflect roles and responsibilities that have transitioned to service provider and any changes thereto. X Test 3.4.7.8 Provide access to INPRS online training system for applicable regulatory and compliance training courses. X Test 3.4.7.9 Update INPRS training record system to reflect training taken by service provider upon notification from service provider that training has been completed. X Test 3.4.7.10 As SOPs change, work with service provider to identify additional training requirements. X Test 3.4.8 Account Management Test 3.4.8.1 Develop and document account management/reporting requirements and policies. X Test 3.4.8.2 Develop and document account management reporting procedures. X
3.6 Service Level Request (SLR) A key objective of INPRS’s decision to source the identified managed services is to maintain effective service levels. Penalties for repeated failures to meet appropriate service levels will be built into the final contract. Section 3.6.1 depicts INPRS starting expectation with respect to the Provider’s commitment to meet and measure certain quantitative or qualitative measures of performance of the Services. The service provider’s failure to meet critical service levels could have an adverse impact on INPRS operations, and appropriate service level credits for each such failure will be expected by INPRS. Critical Service Levels will be defined as part of the Contract. Each Service Level is structured with a minimum Service Level. The Provider is expected to review the table and insert suggested additional SLAs and using strikethrough on Service Levels it is not willing to utilize. NOTE: INPRS encourages the inclusion of any/all "creative and customer focused" SLRs that the service providers has contributed to client success; as such, we encourage you to suggest additional or alternative SLRs. 3.6.1 Managed Services SLR Details Description Service Measure Performance Target Minimum Requirement Data fixes completed on time Timeliness Completion of all data fixes by scheduled completion date 98 percent of system integration testing/user acceptance testing (SIT/UAT) completed within agreed-upon time frames. Monthly releases Timeliness Completion of testing of all components of monthly release by scheduled completion date 98 percent of SIT/UAT completed within agreed-upon time frames. Large testing projects Timeliness Completion of large testing projects by scheduled completion date 98 percent of testing projects completed within agreed-upon time frames. Off cycle deployments Timeliness Completion of off cycle deployment testing by scheduled completion date 100 percent of SIT/UAT completed for emergency deployments within 24 Overall defect detection rate Testing Quality Percent of defects overall in UAT 100 percent of all defects found before promotion into production. Initial defect Testing Percent of defects 99 percent of all defects found
Data fixes Monthly releases Large testing projects Total Annual Cost Base Fees should be based on the following Assumptions Pricing Volumes Description Projected Monthly Volume Fixed Transition Price Price to transition from current service provider solution to new solution na Base Fees Fixed monthly amount to include management, overhead and tools na Data fixes Small data fixes. Typically take between 1 hour and 16 hours to complete (average of 3 hours) 100 Monthly releases Monthly QA release for all applications. 1 Large testing projects multi-month QA projects. 150 hours per month In addition, Service Provider shall provide the following unit rates for Optional/Periodic services: Data (cost per fix) Monthly/Off Cycle releases (cost per hour) Large testing projects (cost per hour) Performance testing beyond normally expected testing events (cost per hour) B.5 Assumptions B.6 Confirmation Document # Topic Position Supplier Confirmation 1 Term The initial term is requested as a three year contract, inclusive of transition, with two 1 year extensions which can be executed at INPRS's discretion. 2 Pricing & Productivity INPRS expects annual pricing productivity that reflects the expected increased personnel productivity. 3 Inflation/COLA The service provider’s price is to include an inflation or COLA adjustments. There will be no inflation adjustments in the future.