Attachment-3-A---Matrix

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State of Texas

Texas Department of Information Resources

Data Center Services REQUEST FOR OFFER
ATTACHMENT 3-A SERVICE LEVEL MATRIX Attachment to Exhibit 3 (Service Levels) March 31, 2006

Attach 3-A Title Page Page 1 of 6

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Service Provider Guidelines
This Attachment to an Exhibit of the RFO contains specific information supplied by DIR for the Service Provider’s use when responding to the RFO.

Service Provider Instructions
1. 2. The Service Provider will not modify or change anything contained within this Attachment. The Service Provider’s response to the RFO should reflect and comply with the information contained in this Attachment.

3. If the Service Provider wishes to suggest changes to any of DIR’s content or requirements contained in this Attachment, these suggestions should be summarized and submitted separately to DIR in the Service Provider Confirmation Document, as described in the RFO Instructions – Part 4: Proposal Documents Created by the Service Provider. Any notation of objections or issues associated with the Attachment content does not eliminate or modify the requirements of this Attachment or this RFO, and the Service Provider’s proposal must not assume any incorporation of the Service Provider’s suggested changes.

Attach 3-A Service Provider Instructions Page 2 of 6

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INTRODUCTION
This Attachment 3-A to Exhibit 3 (Service Levels) sets forth the following: 1 For Critical Service Levels (Attachment 3-B): - the numeric measurements for Minimum Service Levels and Expected Service Levels; - the Allocation of Pool Percentage associated with each Performance Category; - the Service Level Credit Allocation Percentage associated with each Critical Service Level within a Performance Category; - the percent of the Monthly Charge that would be used in the calculation of a Service Level Credit if a Service Level Default occurs for each Critical Service Level - the timing regarding the commencement of obligations for each Critical Service Level - a cross-reference to Attachment 3-B (Critical Service Levels and Key Measurements) where the qualitative description of the Performance Category and the associated Critical Service Level can be found

2 For Key Measurements (Attachment 3-B): - the numeric measurements for Minimum Service Levels and Expected Service Levels; - a cross-reference to Attachment 3-B (Critical Service Levels and Key Measurements) where the qualitative description of the Performance Category and the associated Key Measurement can be found

3 For Critical Deliverables (Attachment 3-C): - the Deliverable Credit associated with each Critical Deliverable in the event the deliverable is not achieved - the timing regarding the commencement of obligations for each Critical Deliverable - a cross-reference to Attachment 3-C (Critical Deliverables) where the qualitative description of the Critical Deliverable can be found

Attach 3-A Introduction Page 3 of 6

Critical Service Level Matrix
Total Service Provider At Risk - Expressed in term of percentage of the Monthly Charge At Risk Pool Percentage Available For Allocation - Expressed as a % of the "At Risk" amount
Section Reference Attach. 3-B Section Reference

0e80a84d-ae7c-45cf-beae-ac148bd656ec.xls

15% 300% 0% 135% Current Mode Operation Future Mode Operation
Milestone / Date *** Expected Minimum

Allocation of Pool Percentage

Measurement Window
Allocation*

% of Invoice

1.1

Performance Category - Systems Availability
Critical Application's Infrastructure

Comm + mos**

Expected

Minimum

1.1.1 1.1.2 1.1.3 1.1.4 1.1.5 1.1.6 1.1.7 1.1.8

Critical Application Infrastructure Availability Critical - Single Application Infrastructure Outage not to Exceed Servers - High Complexity Application Infrastructure Availability Servers - High Single Application Infrastructure Outage not to Exceed Servers - Medium Complexity Application Infrastructure Availability Servers - Medium Single Application Infrastructure Outage not to Exceed Servers - 7x24 Application Infrastructure Availability Servers - 7x 24 Single Application Infrastructure Outage not to Exceed Mainframe

0 0 0 0 0 0 0 0

99.75% 1 hour 99.50% 1 hour 99.20% 2 hours 99.50% 1 hour

99.50% 2 hours 99.20% 2 hours 99.00% 4 hours 99.20% 2 hours

TBD*** TBD*** TBD*** TBD*** TBD*** TBD*** TBD*** TBD***

99.90% 1 hour 99.90% 1 hour 99.50% 2 hours 99.80% 1 hours

99.75% 2 hours 99.75% 2 hours 99.20% 4 hours 99.50% 2 hours

Monthly Monthly Monthly Monthly Monthly Monthly Monthly Monthly

20.0% 5.0% 20.0% 5.0% 10.0% 5.0% 10.0% 5.0%

4.05% 1.01% 4.05% 1.01% 2.03% 1.01% 2.03% 1.01%

1.1.9 1.1.10
Section Reference

Mainframe Application Infrastructure Availability Mainframe Single Application Infrastructure Outage not to Exceed Allocation of Pool Percentage

0 0

99.90% 2 hours 50%

99.50% 4 hours

TBD*** TBD***

99.90% 2 hours

99.50% 4 hours

Monthly Monthly Measurement

15.0% 5.0%

3.04% 1.01% % of

1.2 1.2.1 1.2.1.1 1.2.1.2 1.2.1.3 1.2.2 1.2.2.1 1.2.2.2 1.2.2.3 1.2.3 1.2.4
Section Reference

Performance Category - Problem Resolution
Resolution Time - Severity 1 Problem Servers - High - Less than 2 hours Servers - Medium - Less than 4 hours Servers - Low - Less than 8 hours Resolution Time - Severity 2 Problem Servers - High - Less than 4 hours Servers - Medium - Less than 8 hours Servers - Low - Less than 24 hours Root Cause Analysis Delivery Chronic Problems Allocation of Pool Percentage

Comm + mos**

Expected

Minimum

Milestone / Date ***

Expected

Minimum

Window

Allocation*

Invoice

0 0 0

98.50% 97.00% 95.50%

97.00% 95.50% 94.00%

TBD*** TBD*** TBD***

98.50% 97.00% 95.50%

97.00% 95.50% 94.00%

Monthly Monthly Monthly

15.0% 15.0% 10.0%

1.13% 1.13% 0.75%

0 0 0 0 0

98.00% 96.50% 95.00% 95.00% 3 30%

96.50% 95.00% 90.00% 90.00% 5

TBD*** TBD*** TBD*** TBD*** TBD***
Milestone / Date ***

98.00% 96.50% 95.00% 95.00% 2

96.50% 95.00% 90.00% 90.00% 4

Monthly Monthly Monthly Monthly Monthly Measurement

15.0% 15.0% 10.0% 10.0% 10.0%

1.13% 1.13% 0.75% 0.75% 0.75% % of

1.3 1.3.1 1.3.2 1.3.3
Section Reference

Performance Category - Batch Processing
Successful Backups Successful Recoveries Percent of Batch Processing Completed Successfully Allocation of Pool Percentage

Comm + mos**

Expected

Minimum

Expected

Minimum

Window Monthly Monthly Monthly Measurement

Allocation*

Invoice 1.13% 1.13% 2.25% % of

0 0 0

99.00% 99.00% 99.00% 25%

95.00% 97.50% 98.00%

TBD*** TBD*** TBD***

99.00% 99.00% 99.00%

95.00% 97.50% 97.00%

25.0% 25.0% 50.0%

1.4 1.4.1 1.4.2
Section Reference

Performance Category - Incident Response Time
Response Time - Severity 1 Problem Response Time - Severity 2 Problem Allocation of Pool Percentage

Comm + mos**

Expected

Minimum

Milestone / Date ***

Expected

Minimum

Window Monthly Monthly Measurement

Allocation*

Invoice 1.88% 1.88% % of

0 0

95% < 15 min 95% < 30 min 30%
Expected

90% < 15 min 90% < 30 min

TBD*** TBD***
Milestone / Date ***

95% < 15 min 95% < 30 min

90% < 15 min 90% < 30 min

50.0% 50.0%

1.5 1.5.1 1.5.2 1.5.3 1.5.4
Section Reference

Performance Category - Print/Mail
Ontime Completion of Recurring Critical Jobs Ontime Completion of One Time Critical Documents Ontime Completion of Standard Daily Mailings Results of Quality Control checks on printed output Allocation of Pool Percentage

Comm + mos**

Minimum

Expected

Minimum

Window Monthly Monthly Monthly Monthly Measurement

Allocation*

Invoice 1.35% 1.13% 1.13% 0.90% % of

0 0 0 0

99.00% 99.00% 96.00% 99.00% 30%

97.50% 97.50% 90.00% 97.50%

TBD*** TBD*** TBD*** TBD***
Milestone / Date ***

99.00% 99.00% 96.00% 99.00%

97.50% 97.50% 90.00% 97.50%

30.0% 25.0% 25.0% 20.0%

1.6 1.61. 1.6.2 1.6.3

Performance Category - Cross-Functional
Projects completed within +/- 10% of the agreed upon due date Meet Customer Satisfaction Surveys DR Test Restoration for DR Priority 1 and 2 Applications within Recovery Timeframes ATOT

Comm + mos**

Expected

Minimum

Expected

Minimum

Window Monthly Monthly ATOT

Allocation*

Invoice 1.80% 0.90% 1.80%

0 0 0

95.00% 4.00 100.00%

90.00% 3.50 100.00%

TBD*** TBD*** TBD***

95.00% 4.50 100.00%

90.00% 3.75 100.00%

40.0% 20.0% 40.0%

Notes:
* Service Level Credit Allocation Percentage ** Number of Months after Commencement Date when the Service Provider is responsible for Service Level performance and Performance Credits due for Service Level Default *** Application of the Milestones for Future Mode of Operation are defined with Exhibit 3 To be defined by the Service Provider and aligned with activities in the Transition Plan Critical Service Levels Attach 3-A
Page 4 of 6

Key Measurements Matrix
Attach. 3-B Section Reference

0e80a84d-ae7c-45cf-beae-ac148bd656ec.xls

2.1 2.1.1 2.1.2 2.2 2.2.1 2.2.2 2.3 2.3.1 2.3.2 2.3.3 2.4 2.4.1 2.4.2 2.4.3

Performance Category - Systems Availability
Servers - Low Complexity Application Infrastructure Availability Servers - Low Single Application Infrastructure Outage not to Exceed

Expected

Minimum

99.50% 4 hours
Expected

99.25% 8 hours
Minimum

Measurement Measurement Window Monthly Monthly Measurement Window Monthly Monthly Measurement Window Monthly Monthly Monthly Measurement Window Monthly Monthly Monthly Measurement Window Monthly Monthly Monthly Measurement Window Monthly Monthly Daily/Monthly Daily/Monthly Monthly Monthly ATOT Monthly Monthly Measurement Window Monthly Monthly Monthly Monthly Monthly

Performance Category - Problem Resolution
Resolution Time - Severity 3 Problem Resolution Time - Severity 4 Problem

95.00% 95.00%
Expected

90.00% 90.00%
Minimum

Performance Category - Batch Processing
Percent of Batch Scheduling Launched on Time Reports delivered on time as outlined in (Exhibit 13 - Reports) Completion of Special Batch Processing within Committed Timeframes

99.00% 98.00% 98.00%
Expected

98.50% 95.00% 95.00%
Minimum

Performance Category - Incident Response
Incident Management Communication for Severity 1s Response Time - Severity 3 Problem Response Time - Severity 4 Problem

95.00% 95% < 60 min 95% < 4 hrs
Expected

90.00% 90% < 60 min 90% < 4 hrs
Minimum

2.5 2.5.1 2.5.2 2.5.3 2.6 2.6.1 2.6.2 2.6.3 2.6.4 2.6.5 2.6.6 2.6.7 2.6.8 2.6.9 2.7 2.7.1 2.7.2 2.7.3 2.7.4 2.7.5

Performance Category - Print/Mail
Returned Documents Inventory levels Ontime delivery of output per production schedule

<0.50% 100.00% 99.00%
Expected

<1.0% 90.00% 97.50%
Minimum

Performance Category - Cross-Functional
Security Vulnerability Remediation Security Patching Status Support Center - Average Call Answer Time Support Center - Abandon Rate Support Center - Effective First Contact Resolution (Overall Requests) Change Management Effectiveness DR Test Restoration for Other Disaster Recovery Milestones within Recovery Timeframes Asset Inventory Accuracy Train the Trainer

95.00% 95.00% 27 sec 3.80% 82.00% 90.00% 100% 98% 95%
Expected

90.00% 90.00% < 30 sec < 5% 80.00% 85.00% 100% 95% 90%
Minimum

Performance Category - Project Management
Projects Delivered to Approved Budget Fulfillment of Server/Mainframe Service Requests Fulfillment of Service Requests with Committed Timeframes Project Management Delivery Customer Satisfaction Survey Resolution of Invoice Dispute Attach 3-A Key Measurements
Page 5 of 6

95.00% 95.00% 95.00% 4.00 95.00%

90.00% 90.00% 95.00% 3.75 95.00%

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Attach. 3-C Section Critical Deliverable Description Reference 2.0 Complete Asset Inventory 3.0 4.0 5.0 6.0 7.0 8.0 Transition Readiness Plan Enterprise Transition - Initial Plan Enterprise Transition - Final Plan Individual DIR Customer Transition - Initial Plan Individual DIR Customer Transition - Final Plan Detailed Transformation Plan

Commencement (***)
in months

Deliverable ($s) $50,000 $25,000 $25,000 $50,000 $10,000 per DIR Customer Plan $10,000 per DIR Customer Plan $50,000

Frequency monthly weekly weekly monthly weekly monthly monthly

3 30 days prior to Commencement 30 days prior to Commencement 3 30 days prior to Commencement 3 0 Delivery 1 - 30 days prior Commencement Delivery 2 - at Commencement Delivery 3 - 3 mo after Commencement Delivery 4 - 6 mo after Commencement 6 9 12 6 3 9 9 12 12 3 7 days after agreed delivery date according to Plan Delivery 1 - 2 Months prior to Commencement Delivery 2 - at Commencement Delivery 2 - 3 Months after Commencement Delivery 3 - 6 Months after Commencement
Attach 3-A Critical Deliverables Page 6 of 6

9.0

Policies and Procedure Manuals

$50,000 - Delivery 1 $50,000 - Delivery 2 $50,000 - Delivery 3 $100,000 - Delivery 4

monthly monthly monthly monthly

10.0 11.0 12.0 13.0 14.0 15.0 16.0 17.0 18.0 19.0 20.0

Consolidation Plan Customer Satisfaction Surveys Customer Satisfaction Improvement Plan New Customer Integration Plan Draft of Disaster Recovery Plan Final Disaster Recovery Plan Conduct Disaster Recovery Test – Critical Applications Turnover Plan Technology Plan Service Level Measurement Tools Security Assessment (See Exhibit 17 for details)

$100,000 - Initial Plan $50,000 - Annual Update $25,000 $5,000 $5,000 $10,000 $100,000 $50,000 $20,000 $75,000 $50,000 $50,000

monthly monthly monthly monthly weekly monthly monthly monthly monthly weekly weekly

21.0

Availability of Self Service Web Portal

$25,000 - Delivery 1 $10,000 - Delivery 2 $10,000 - Delivery 3 $10,000 - Delivery 4

monthly

Notes:


				
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