PRODUCTION SUPPORT AND TRANSITION APPROACH Describe the Production Support and Transition Approach and methodology planned for the deployment of the MMIS. <Response> SYSTEM SERVICE LEVEL REQUIREMENTS The State will monitor the performance of the Contract issued under this RFP. All services and deliverables under the Contract shall be provided at an acceptable level of quality and in a manner consistent with acceptable industry standards, custom, and practice. The Vendor must agree to establish Liquidated Damages to each of the Service Level Requirements (SLRs) listed in the Tables below, as responded to in Section 2 of this Template. The specific terms and amounts of the Liquidated Damages will be defined as part of the final Contract. The Vendor may propose Liquidated Damages in their proposal, but this is not required. Instructions: Provide proposed Liquidated Damages amounts for each SLR (optional). Respondents must not change any of the pre-filled cells in the following Table. Any changes to the pre-filled cells in the following table could lead to the disqualification of a respondent. Vendor must only respond in the response section provided. SLR Liquidated Damages – System Performance SLR NAME SERVICE LEVEL REQUIREMENT MEASUREMENT OF NONCOMPLIANCE FREQUENCY OF MEASUREMENT Virus All software developed and delivered by the Vendor must be free of viruses. Each virus that is included in software developed and delivered by the Vendor. Monthly On-line Availability The components of the Solution under Vendor control as delivered into production shall be available at a level agreed to in the Contract (the contracted target level of availability). This will be chosen from one (1) of the three (3) availability levels shown in Table 3 Levels of Availability of the future MMIS. Each tenth of percentage point less than the contracted level of availability. Monthly on
On-line Search and Lookup queries Response Times The System response time during operations will be five (5) seconds or less for 95% of the search and lookup queries (does not include ad hoc queries and analytics). Maximum response time will not exceed 15 seconds except for agreed to exclusions. Response time is defined as the time elapsed after depressing an ENTER key (or clicking a button that submits the screen for processing) until a response is received back on the same screen. Each 0.5 second that the monthly average response time exceeds the maximum response time. Monthly Dashboard Report Response Times The System will return a Dashboard report within 5 seconds or less, 95% of the time. Each 0.5 second that the monthly average response time exceeds the maximum response time. Monthly Static Standard Report Response Times The System will return a Static Standard report within 5 seconds or less, 95% of the time. Each 0.5 second that the monthly average response time exceeds the maximum response time. Monthly Report Response Times The System will return a parameter-based report within 20 seconds or less. Each 0.5 second that the monthly average response time exceeds the maximum response time. Monthly On-line Application Response Times The System will achieve performance for interactive transactions other than the transactions above, conforming to the minimum acceptable performance standard of 5 seconds response time, for 95% of interactions. Each 0.5 second that the monthly average response time exceeds the maximum response time. Monthly related
Software Maintenance Request Resolution Times: *Severity 1 - Emergency The service provider must resolve Severity 1 Maintenance requests within 4 hours. Each hour beyond the requirement for resolving Severity 1 Maintenance requests. Monthly Software Maintenance Request Resolution Times: *Severity 2 - Urgent The service provider must resolve Severity 2 Maintenance requests within 8 hours. Each hour beyond the requirement for resolving Severity 2 Maintenance requests. Monthly Software Maintenance Request Resolution Times: *Severity 3 - Important The service provider must resolve Severity 3 Maintenance requests within 3 calendar days. Each calendar day beyond the requirement for resolving Severity 3 Maintenance requests. Monthly Quality of Code Delivered to UAT All priority 3 or higher defects (testing defects) resulting from software development activities shall be resolved by the Vendor prior to the software being delivered for User Acceptance Testing (UAT) and prior to deployment to production. Each priority 3 or higher defect that is uncovered in UAT. Monthly after start of the UAT phase of each Phase UAT Defect Resolution Times: Response to *Priority 1 test defect The Vendor must respond to priority 1 test defects within 1 hour. Each instance that a response is not provided within the required timeframe for each test defect. Monthly after start of the UAT phase of each Phase UAT Defect Resolution Times: Response to *Priority 2 test defect The Vendor must respond to priority 2 test defects within 4 hours. Each instance that a response is not provided within the required timeframe for each test defect. Monthly after start of the UAT phase of each Phase