Problem Resolution ReportCoSll Contract No. 554833

Service LevelsES/CoSD O1G

Date: October 20,.2017

Satnmarv:

In accoirdance with tt~e provisions of the I7' and Telecommunications Service Agreement, Contract No. 554833, (the"Agreemetrt") by and between the County t~f Sin Diego ("County") and Enterprise Services, LLG a QXC TechnologyCompany ~"ES" or "Contractor" and Hereinafter collectively referred to as "the Parties"), agreement is reached an theEffective: Date shown below.

Issae ar Problem:

The Parties intend to ~mand some of the Service; Levels in ;Schedule 4.8 of the Agreement.

Resolutions

1. Schedule A.8 — Sexv ce Levels of the Agreement is replaced in its entirety by Att~chrneni 1 to this PR 2:

The Parties further. agree that specific Service Level suspend provisions such as those related to Coniract~raccess limitations to Sites. and lower Priority .levels for remote Sifes, shall be documented in the Standards andProcedures Manual.

The resolution ofthe issue or Problem as described in this T'roblem fZeSOlution Report sha11 gt~vern the Patties' actiUnsunder the Agreement until a formal amendment afthe Agreement is implemented in accordance with the terms of theAgreement, at which time this Problem Resolution Report shall be deemed superseded and shall be nuH and void.

All other terms and conditions of the Agreement remain unchanged and the Parties agree that such Cernts -andconditions set forth in the Agreerr►ent shall continue to apply. Uttless otherwise indicated, the terrr►s used herein s}~al(have the same meaning as those given in the Agreement.

IN WIThtESS WHEREC?F, The Partiies hereto; intending to be legally bound, have executed by their authorizedrepresentatives and delivered this Problem Resolution Report as of the date firsf written above.

GOUN7'Y OF SAN DIEGO

Name: John M. Pelleerino

Title:Director, Department of :Purchasing andContracting __ ___

~ffeCtiveDate.

~~

l of 1

ENTI~RPRISE SERVICES, LLC

Name: Cathy Varl~er --- __.

T'ifle: Director, US Public Sector - Civilian} Stateand Local m _..~_

Date: ._._. ~t?~~~~.~1'? . ._—~..__

PRR 01.6 —S~RVtc~ LEV~[as — r4'r'rA~H~i~~rrT 1

s~~t~~ur~ ¢.8 —Service Levels

Table of Contents

1. .Overview .,.. ........ .. ........... ......... ................. ..,....,......,......,.....,............,.. .5

2. High Level Requirements:.................. ......... ......... ......... ....:...:........... ........: :........ .................<..........5

3. Break-~'ix Service Level Priorities ..................................... .........................................................................:5

3.1 Break-Fix Service ,Level Reporting Exclusions.. .................... 6......... ....., ......... ................

4. Output Delivery Schedules.. ...... ..................................... .................. ... .. 7

5. Service Level Sumimarzaton and. Wei~htin~ Factors ........: .....:.:. ........: :.................... 8............................

6. Cross Functional Service Levels ......................................... ......... .................... .................. .......:......'1 l

6.1. Break-Fix Priority 1 .. . ... .................... ......... ......... ................................... 11

6.2. ~r~ak-Fix Prrority 2 .....:........ ..............:.:....:..:... :..::... ......... ...:..... 12...::... .....:....................

63. Break-Fix Priority 3 .............. ....................... .. ..... .. 13

6.4. Break-Fix Priarity 4. ... ...., ,... ..............14

6.5. Add Etld-User Account .......................:........ :........ ...;..... .....,... ...:..... ......... ..:....; ,............. l 5

6.6. Delete End-User Account...„ ...:....:............ :.......: ....:.... ........ ............................................. l Z

6.7. Budgetary estimate Request .:.. ......... .....:... ...:..... ......... ......... .................... ........................:19.

b.&. Project Estimate Request:. ....,.. ., ... 20...... .......................

b.9. Accuracy of Chargeback Billing :...:.... ......................:..:. . ...::... ..............:.:. .................:.....21

6.1 `0. Annual D~sa~terRecovery (DR) Test.

6:1 1. Application Recovery Post-Disaster ... ......... ........, ....,..., ......,.. ..,...... ......... ......... .............23

6.12. Asset Tracking .. ........................... .....,.., , ,...,... ......... ...........:...... ......:...,:...,.. 24..........:.,

6..13.. Root Cause Analysis ................. .. .26

6..14. ~Cey Personnel Vacant Position .....:........:...........: ......:......:.......................................................27

?, Service Desk Levels.Service ... •• •. ........... ...,....,...`28

7.1. Break-Fix Resolution Confirmation Notice. ...., .. ........................... 28..... ..

7.2. Password Reset Completion .... .......... .......: ......... ....:::.. ....:.... ......... 29........• ,....,...................

7.3. Response Tisne ............ .................. 30....... ..... ...

7.4. Service Repair Scheduling ................. ...............,........... ......,.; .................. .....:...............31

C'OIINTY OF SAfV D1EG0 5,64$33: IT ANt~ ̀CELF.C(?t1MifNICATIpIVSSERVKES AGR~EMEN'I'

PAGE 3

Sclrerlrrle 4. $ –Service Levels

7.5. Customer Satisfaetian ........................ .......................... .... ..... ...... , ...... ....,.........,. ...,. 32

7.6. First CaIt Resolution. ........... ... ...... ............................ . 33

r. ~. rtrsc ~..ai,i xesottitlon – l„~ Cien~ratian .................................... .... ...... ...,,.. ..... ....,

8. End-User Service Levels .......... .... ......., ................................................ 35

8.1. Critical Software Patches. .. ....., .. ... ............... ................... .`35

8.2. Software [MAR ................................................................................................................................... 3G

8.3. Hardware IMAR ...... ....................................... .......... .. ...... ..... .,... ,.~.,.. 37

~.~. ~~ t3dditi4~YS an~i Remavais. .. .. ......................... .....,.... .....,.., ..........,...................... 38

9. ~Ietwark Service Levels....., ..... .....,. ...,... ............ ............................ .... . 39

9.1. Transaction Response Time --- Internetllntranet Access ........ :........ ......... .....:... ........................ 39

9.2. Transaction Response Time – nata Center ...... ........................................... ................................... 400.2 + V C s n lI n 1 f

~ .. ........ ...... ........... ........................p viL~ :7~'~.~?CLIi1 7..[711 Tj1V~%K171~.. ..

9.4. Data Neh~~ork Flvailabilty ................. ..,.,..,,........,....:......,......................:....,.....,......,.........,......,.42

9.5, Internet Availability. ............. ............................... ............ .. ............ .. ....., ..43

9.6. Voice Network Availability :................. ....... .... ... ... ......,.................................44

I Q. llata Cenk~r Service Levels .,.. ........ ......... ............................. ..45

I0.1. Output Delivc►y ... ........................... ............. .... .45

iQ.2. Daily backup . ..... ... ... ....................................... ... ..... ..,,.. 46

I0.3. Quarterly backup /Restore ...... ... . . ... ,.. .... ....................................47

1~,4, Data Restore .................. .................... ................................................:.... .................................48

I0.5. Server Decommission. ......................................... ,. ... ., . 49

10.6. Server h~rovisionin~— ~'roduction....... ..... ..... .. ... .................. 50

10.7. Server I'rovisianing –Test:. ... .... ................. ............................... S 1

1U.$. Server Saftruare Update ....... ............. ............................. ... ... .. S2

10.9. S~rverAvaitahility. _ ......... .. ................... ... . ...., 53

1 I . Applications Service Levels .................................... .. ,..,...................... 54

l 1.1. Project Management flan Rework .,,. ............ ............. ........ ........ .......... 54

Couti~rY qF Sin btFCO 554833: iT nvo Te►,ECO:rt~aux~cn`r~ons Seev~ceS AcRee~sE*tr

Pat;w 3

Schedule 4.8 --Service Levels

11.2. Service Request Schedule Performance ....,... ............ ................................ ................. ..... Sb

11,3. Variance do Application Budget ..... ...................................................................... 57

11:4. Application Availability .......:. ......... ......... .....:........:...........................................................:...... 58

11.5. Dacumentafion Update Accuracy ....:........... .................... .........................:.:. .......... <.....:......'S9

11.6. Application Response Time .... ......... ......... ..:...... :........ .....:...:...:..... .....:....:...................... 63

12. Transition Service Levels .... ......... .....:............ ...............:... . .......................................................... 6S

13. Special. Requirements ......... ....... .. .,....... ..............,........ 65

14. I~etcv~rtc Gr~dzt "Cable < ,~ , 6~,

C~p1IN'tY qF SAS U[ECO ,S,Sd$3~: IT ANA TE[,ELO;~7h4UNICAT[ONS SF,RVICES AGRF.EA4~NT

PAGE 4

Sc/teclule 4, 8 —Service Levels

1. ~'VERVIEW

Each Service Level has been created to identify key perfQ~rnance measures that will be used to evaluate Contractor's

deli cy of Serv'c~s. TI I!£.? ~~D~~ d?l ~~4r~~fll?!!l~ .4~'e!'Sf~t;a I~PVf*lc _~ !tv rncynptr,}r %~sV rr-~~~es a r...~,ir. v utv ~.rv~ l tiiµ4tl~VVI

khe County's most significant business requirements. The expectation is that new Service ~.evels ~vifl be added,deleted or changed to reflect changing or new business requirements. The continuous improvement rn effective andreliable provision of Sert!ices for Service Levels on yearly basis' is expected.

~. HIGkt LEV,EI, REQUIR]~iMEh''I'S

2.1. Contractor sha[i post all Service I,~v~ls reports to the Service Portal

2,2. Contractor shall maintain a live end up-#c~-dot., dashbaa~d of current, sel~ci~;d :iervice i,evels on

the Service Portal

2 3, Contrac:tar shall. immediately respond to requests far Services from the af~ces of the Chief

Administrative Office (GAO) and Board of Supervisors (SOS) by dispatching person~tel ohsite. Site visits

will be coordinated thr~iugh t}~e County TechnolUgy Office representative

3, BR~~.K~FIX SEl(~"!'10E L.EVFL PRIORYTIE5

~'rioriiy Severity De#inition

Incidents~that c~c~se~ a ecamplete and imlrlediate workstoppage affecting Priority l Applications affecting tnultip(eusers.. in addition, any Service Request related to Sitesinvolving life, health or safety, includingbut n~tlimited xo,

1 Critical the: following'.

• Poli~~sky Center {entire site data system) qr AutoAttendant.

a Rosecrans Psych Hospital (entire site Hato System)o Edgempor Hospital (entire site. data system)

CQI~NTY OM SAN DIEGp 5$483: IT AND ̀CELF:CObfMtINiCATIO\iS SERVICES AGREEht~N7'

r ~cF s

ScheduCe 4.$ —ServBce Levels

Priority Severity _ l)e~niticin - ---- --~ -----

Incidents that cause a complete and immediate workstoppage affecting Priority 2 Applications affecting multipleusers. In addition, any Service Request meeting the

follo~vin~ criteria:e All Data or Voice down at any County Site• Autq Attendants or ACDs

• Video teleconferencing systems located at theProbation Department and Public Defender

• Internet access (entire County)

+ Intranet access (entire County)2 Urgent

File Services (more than nne (1) user)

• Print Seavices (more than one (1) user)

4 E-mail Services (more than tine{1) user)

• Security violation

• Identity management system (more than dne (l ~user)

~ Any Interactive Voice System (IVS) ApplicationToll-free number

e Remote access Service (chore than one (I) user)

• County badge reader system (entire system only)

incidents that cause a complete and immediate workstoppage affecting a Priority 3 Applications affecting:

multiple users. In addition, any Service:Request meeting thefollowing criteria::

• Jail Blue Phones

3 important • Vnce mail. system {more than 1 (one) user

~ Audio systems

a A.11 other video teleconferencing systems

a Alarm circuits

• SCADA monitoring circuits

• Anynan-priority 1 or 2 multiple-tis~r Incident

LQ~ A~i Incident that ~ff~cts ~ singleEnd-User's ability toperform his/her normal daily activities

3.1 Break~Fix Service Level Reporting Exclusions

Tickets pertaining to the follor~~ing shall not be included in the calculations for the freak-Fix .Service

Levels:

• Status Tickets

Internal Contractor' Tickets

Coarr~ bF Snw nieco 51833: IT n~vu T~r,et' o~~htun~cAa~roNS Si~avfcES Arxi~~;n~~;nr

PAGE 6

Sc{iertuCe 4, 8 -Service Levels

o 'Chi exctc~s ors cif ̀sntc~r-~~l ~c~ trac~tar t c ifs wild scat xes It ~z the ~~cl~~~ an cat nyr ,~~d-ti~~~° ~et~erat d ~ick~:is w~ itft the Sa xe rc~c~t c~~~se.

LUtJlil:alC lAtiICCIJ U.t1`GG4l~% IG1iELGU 4U 'c1 Ii1dSLG!'.11C-1Ce[

o I'pwer Outage time will be excluded unless the Contractor is respo~asible for directly or

indirectly causing the po~~rer outage.

~. ~U7CPUT D~LLVERY SCHEDULES

The distribution of reports by Contractor for managed print Services (as set forth in the Data Center Services

Frarnewark} shall be in accordance with the following schedule:

'Trigs1~~~~

I,ocatiom Descriptionl

)Points /Delivery l~ei~very Ti~ae(s~

ll~y~.ocat~c~n

days No ~.a9~r Th~~

Co~inty Adininistratian Center

16Q0 Pacific Coast. Highway ~ 2Monday -- 6;00 a.m,, 10:00 a.m.,

Rooms 2 Y 1,.77, 72 and 92Sunday 2:Od p.m., 4:00 p.m.

County Operations Center_ _ .- _--,

5555.Overland: Road1 ~ Monday -Friday 7:30 a.m.

Sheriff-Marshall's DataCenter 1 1 Monday - Friday '7:30 a.rn.13~ 1 ~re~nt StreetI~owttto~vn courthouse220 West ~3roadway

~ 1 Mo►iday - Friday ?:30 a.m.

Kearny Mesa TrafficCourt

~ ~ Monday - Friday 7:30 a.m,

Caur~TY:a~ S,~~i D~~eco 554833: 1T Ayn T'e1.EC0;11i4lUNi('ATIQNS SERVICES AGRF.F.MEiVT

PAGE 7

Schedule 4.8 —Service Levels

4. SERVICE T.~EVEL StJMMA,RIZA'T'IQ1V AND WEIGFi'I'II~G FAGT(JRS

Thy Service Levels are summarized in the table below. Service [,evel ~veighfing factors apply as indicated itt the

table below. The County will adjust We ghring Factors in accordance with Schedule 1G.8.

Service Level Weighting Table

Service LevelTp Framew°urk ServiceLevel !%Veighting

Cross Functiona} Break-Fix Ariority 1

1 lA 13%

2 1B 9%

`3 l C ~3 °!o

Cross Functional Break-Fix Priority 2

4 2A 1I%

S ZB ! ~/O

( ~C ~ °lo

Grass Functional Break-Fix Priority 3

3A 7%0

Q 3B 3°IO

9 3C ~%o

Cross Functional Break-Fix Priority 4

10 4A 7%

11 4B 2%0

~ 2 ~c r~Q13 Cross Functional Add End-User Account 3°l0

14 Crass Functional Delete End-User Account 3%

15 -Cross Functional Budgetary estimate itequest 3°l0

16 Cross Functional Project Estimate Request 3%

17 Cross Functional. Accuracy of Ch~rgeback Billing 3%

l $ Cross: Functional Annual Disaster Recn~very (DR) Test` CI%

19 Crass T~'unctional Application Recovery Posh-Disaster 3%

COUNTY C!F SAM YfIEGO SS~H33:. IT AIYD Z~ELF.CbnflNUM1iCAT10N5 $ERA'/CF:S AGREEMENT

{'AGF 8

Scl:~dule 4.8 -- Service Levels

See^vicc Level Weighting 'i'able

S~rv~ce Le~°el~ ~ ----1---_~ ~`rame~vor~C Service Level ~ Weighting

24 Crass F~rnctional Asset ~rackzng 3%

21 Cross Funeti~nal Raat Cause Analysis 3°l0

22 Crpss Functional Key Personnel Vacant Position 3%

~3 Service Deskfreak-Fix Resolution Confirmation

Notice

~a~o

24 Service Desk Password iZesets 3°!~

?S Ser~iice desk response T'ims 3%~

26 Service Desk Ser~rice Repair Scheduling 3"/a

;27 S~rvic~ Desk Customer Satisfaction 3%

2$ Servicetlesk I~irstCalllZesolution 3°/a

29 End-User Critical Software Patches 3°/9

30 End-User Software 1MAR 3%

31 End-User

~._~~µ~nd

1-Iard~vare IMAR 3%

32 -U$er OIC Additions and Removals 3°ln

33 Ne~rvorkTransaction Response Tung --

Tnterttet/Intranet Availability3%

34 Net~nrorkTransaction Response Time.

I?ata Center3%~

3S Network Vice System Call Blocking 3%n

36 Network Data Network Availability 4Q/o

37 Network. Cnternet Availability 4°/a

3$ Network Voice Network Availability 3%

39 Data Center Out~sut nel very 3%

40 Data Center Daily Backup 3%

4l Data Center Quark~rly f3ackupJRestore Test 0°/a

42 Data Center Daka Restore 1

43 Data Center Server Decommission 3°/a

44 Data Center Sen~er Provsian►tg— P►•oduciion 3%0

C'OI)tiSY pF $AN D6EGQ S~$33: IT ANDTELE.C;Qb1,41UhICATMOYS $tiKY{CES .aGREF.t17F,NT

PACi~ 9

Schedule 4.R —Service Levels

Service Level Weighting Table

Service Level~D Framework Serviee Level Wei~btir~g

4S Data Center Server Provisioning.— Test V 3%

46 .Data Center Server :Software Update 3%

47 Data Center Server Availability 6%

48 Applications. Projecfi Management Plan Re~x~ork 3%0~F9 Applications Service Request Schedule performance 6°l0

50 Applications Variar►~e to Application Budget 6%0

S 1 Appl catir~ns Application Availability. S%

52 Applications Documentation Update Accuracy. 3%n

S3 Applications Application Respor~s~ Time 3°l0

54 Service Desk First Gall Resolution — 2"'~ Generation 0%

SS Cross Ft~netionalRoot Cause Analysis Corrective and

preventative Action Camp(etiono~ f8

COl1NT7~~or SnNb~~co SS~833: IT ANU TEI,$C0111~11L'NICATIQNS SERVICE$ AGREEMfifV't'

PAGE l0

Schedule 4.8 —Service Levels

G. CROSS F1JiVCTNQi+IAL SERVICE L~YELS.

6.1. Break-~+'ix Priority 1

.Service Levei Break-fix priority 1 incidentsService Level ID: ~ ~, 3

Time to restt~r~ service from time of Break-Fix incident report to ServiceUesk

Aefi~nition Vote: Any Al incident whose duration > ~ or 8 hours, and time

eYelusions were taken by DXC, are subject to revie~vlapproval by tl~eCounty. Any exceptions taken shad be reported with the monthly SLAr~~orts and mai;;t~~~~ed ~y t~~~ ~

1

Service lV~e;~surer

' l~er#'ormance Target

1:A.: D 1 = PI tncder~ts resolved 4 4

r

SL Performance (%)---- ----

hpurs'D 1 ~ 91 % of total P l

Percent cif incidents.1B: D2 = P1'ineidents resolved ~ 8

incidents for Month

resolved for D l , D2 azidhours

D2 > 96°l0 of total P 1II3 designation

1C: D3 =average of4% ofth~ total Flincidents fir Month

incidents with longest resolution timesn~ ~ ~ ~ i.,..,..~is~.~. iv i:VU~a

lA: (Total At incidents per Month resolved ~ 4 ho~trs7 total Plincidents)

~+ormula lBc (T'ata! P1 incidents per Month resolved < 8 hours I total Pli neidents}

_-- 1C Average of 4°l0 of P1 Incidents per Mo~lth with longest restore time

Ii'Ieasurement Interval Monthly

Repor#iug Period Manthty

MeasurementTicket Duration: Service Uesk receipt through service restoration

Tirol/Source Data

COL~YTY` o~ 5nx Dteco 5548331 1~C AN0 TEi,~('OhlfitiiNTCATl~N5 SERVI~F,S A GRF;~:h1E~iT

PAGE I1

S`chedu[e 4.8 -service Levels

6.2. Break-Fix Priority 2

Service Level

~

Break-Fix Priority 2 Incidents

Service Level ID 4, 5, 6

Time to restate service from time of Break-Fix incident report

DefinitionNote: Any P2 incident whose duration > b or 10 hours, and timeexclusions were taken by DXC, are subject to reviewlapproval by theCounty, Any exceptions taken shall be reported with the monthly SI~Areports and mainfained key DXC

Service Measure __ PerTormancK Target 5i1 Performance (%)2A: I71 = P2 incidents resolved < G

-~_._~

hoursD1 ? 91°l0 of total P2

Percent of incidents2B:-D2 = P2 incidents resolved ~ IQ

incidents far Monithresolved far Dl, D2 and

hoursD2>_ 96°lo aftotal P2

D3 designation2C D3 =average of 4%0 of'the ttiCal P2

~~cdents for Month

incidents .with longest resolution timesD3 < 20 hours

2A: (Total P2 incidents per Month resolved < 6 hours / tatal P2incidents)

Formula 2B: (Total P2 incidents per Month resolv~:d < l 0 hours l total 1'2incidents}

2C: Average of 4% of F2 Incidents per Month with longest restore timeMeasurerr►ent Iatem~a! l~~fonthly

Reporting Period Monthly

Measurement"~~icket Duration: Service Desk receipt tk~raugh service restoration

Toc~USource llata

Cdl1NTY OE'' SAN DII;GU 554833: 1T AND TELECODI:~1(?NICATIhI~'S $ERVIC~S t1CrRF:Eh1ENT

pnc~l2

Scfre~tule 4.8 — Service Levels

6,3. Break-Fia Priarity 3

____Service I.~e~~ct

__ _—

_Break-Fix Priority 3 incidents

Serviee Le~~el ID

~~~

7, 8, 9

De~nitinn Time to restore erv[ce fr~inn Time of 33r -F' c' rts eak ax in ode t i~portService Measure Performance Target. 5~., k'erformamce (%}

3A D1 =P3 ir~oidents resolved <8_

hoursD~ ~ ~~o~o Qf fatal P3

Percent of incidents3B: D2 = P3 incidents resglved < 12

incidents fog` Month.r~so(ved f'or D 1, D2 and W

hoursD2 > 96°l0 of total P3

D3 designation. incidents far Moxtth3~t T33 -average of 4°/n ~f the totai'P3

_______ incidents-with lott~~st r~sol~ation timesD3 ~ 24 hours

3A: (Total P3 incidents per Month resolved < 8 hours /Total P3incidents}

Formula 3~s ('C'otal P3 incidents per Month resolved ~ 12 hours /Total P3

il1Gl{{~I1fS~

~ 3C: Average of ~4% o~ P3 Incidents pez- Month with longest resiUre tirz~e~r~~a~.~~.,,.,... r..+.,..~...~_. ae...ea o.nds nos an.x vao

neA.,~ti~..~vsvAxcut~~

Reporting i'eriod Montt~(y

19~Ie;~s~arement

'FocalTicket Duration: Service Desk receipt through service restoration

/SourcQ ~lDa1a

~.OUNI'Y C1F SAN Ti IE;G~ $$•1$33: IT~ 1ND 7~F,1.ECQ~141tt;1i1CATIUNS SERY[CES'AGREEdtENT

Pnc~:1a

Schedule 4.8 —Service Levels

6.4. Break-Fix Priority 4

Sen~ice Level Break~Fix Priority ~ IncidentsService Level YD 1~~, 1 ], 12

lleGniti~n_.~

Time to restore service from time of Break-Fax incident reporf

Service Measure Performance Target SLPerforn~ance (%)

4As D1 = P4 incidents resolved c 10 hours4B: D2 = P4 incidents resolved _< 16 lours D1 >_ 92% of Total P4

Percent of incidents 4G D3 =:average of 4°to of the total p4 incidents fnr Monthresolved for D 1, D2 and incidents with longest resoh~tian tittaes D2 ? 9b% of'Total P4D3 desgn~tiot~ :incidents for Month

6 AM to 6 PM Monday-Friday, excluding D3 <_ 32 hours

the County's holidays4A: {Total P4 incidents per Month resolved <_ 10 hours/ total P4incidents)

Formula 4B: (Total P1 ~ncid~nt~ per Month resolved < 76 hours /total. P4incidents)4C: Average of 4% of P4 Inc dents per'Month with longest restore time

Measurement Interval Monthly

Reporting Period Monthly

MeasarerrdentTicket Duration: Service Desk receipt through service restoration

Too~/Source Data

COUNTY OF $AlV DIEGO SS~R33: IT AND 7~ELF:CO'11n11?NtCA77QN5 SERVYL'ES AG[2E~N1~iY7'

PACe 14

Schedule 4.8 —Service Levels

6.5. Adid/Modify End-~.Ts~r Recount

_ __ ~__

fi~►~~Cp i,~.~~~t

~

Time duration for creation of andlor changes to end-User ac~o~ant frc~zn~1TTl~ Of ~J~I'VIC~ ~~C~tl~'St

Service Level ~dD~ t3

Definition Measures the time to add and/or modify ne~v End-User aceounkService Measure Performance '~'ar~et SL ~'erfoa~anance (%)

G'.OUNTY OF SA~i ~lEGO 55~3$J3: I7~ AND'I~F,LEC()hInf []YICATI()NS SF,R VICES ACItEE;11EYT

PACE15

Selrerlule 4.~8—Service L~ve/,~

End-User account~ business days or by the date describedaddition or modification~n the Service Request or scheduled due 9d°JoService Requestdate

completed

'Number ofEnd-User Account creatian requests completed withinPerformance Target/total number End-User Account creations requested

Algorithta~,: 100 x ((A - E) / (B — D)) >= 90%where.A — # of requests for account andlor access creation and/or changecompleted within 3 business days or by date described in the servicerequest or by scheduled due date(# Traditinnai + #Automated CSRF + # Aeoplesol't}B — Totat # of requests for account andtor access creation and/or change(# Traditional -t- ~# A.utomated CSRF + # I'eopl~soft)U — # of requests for account antUor access creation and/ar change fornon-Couniy employees (i.e. e~.ter►ial agencies, Contractor staff,Contractor managed vendors)(# Tradiiianaa + # Automated CSR)E—For non-County employees (i.e. external agencies, Contractor staff,Contractaa• managed vendors) (# Traditional ~-`# Automated CSRF), # ofrequests for account and/or access creation and/or change completed

Formula within 3 business clays or by date described in the service request ar bysohedul~d doe date..Gluck starts when:o Parent ticket and. line teens created by Help besk or Automated GSRFWorkflow #or account creation andlor access requests to be processedvia manual provisioning and any incomplete items or items open tointerpretation resolvedo Request approved. and released by Automated. GSRF' Workflow faraccount creation and/ar access requests to be processed via automatedprovisioningo Request released by I'eoplesoft far account creatiop and defa~ilt accessdefined per the PeopleSoft business rules to be processed via automatedprovision inga) Requests for:User IDs received from the same County d4partment

on the same day, in excess of twenty.{2Q) or more, an NP teammember will contact the requester to determine the required deliverydate for some ar all of the User IDs<requested, and/or salicxapproval far an exception fratn the CIO or designee.

Measuremend Interval Mat~thlyReporting Period MonthlyMeasurement

contractor-providedToot/Source llata

COLJPiTS' OF SAN D►EGO $5A$~3; I"I~ ANDTELEC~M~IUNICATIONS SERVICES t#GREF:MENT

PAGE~6

ScheduCe 4.8 —Service Lepels

6.6. Delete End-User Account

_, _..Time duration for deletion of End-lJser_account fr~tt~ ti~~ c+f se~,~zest by

vv...yv ••y•y• COtlitt~

Service ~,e~~el 3[D t ~}

~~¢~~~~~~~ Tune for deletion of access authorizations and codes for the organizationor Cc~ntractar

S~rvi~e IVle~saar~ ~erf~e~~eamce 'd'~rget SI, k'~rf~~~anc~ ~%)

CaUN'fY pF S:lTY DiF:CO 554$3: IT ~►ND TELF.00;1i1l9UnICA'C[ONS $ERtrICES 1GR6En1EN7'

P~c~: l7

Sc{iediale 4.8 —Service Levels

end-.User deletionService Request 1 business day or by requested due date 9S%corrtpleted

End-User Account'deietion requests completed within PerfprmanceTargetiTotal End-User Account deletion requests

Algorithm100 x ((A - ~) ! (I3 — C — D)) >= 95%whereA - # of requests for account deletion completed within l business day(# Traditional + # Auxomated CSR + # PeopleSof})S —Total # of requests for acc~un~ deletion(# Traditiai~al + #Automated CSRF + # PeopleSoft)C — # of requests without: request for account deletion, i.e, those requestswith Drily access reimoval(#~ Traditional + #Automated GSRF + # I'eoplesoft}i? — # of requests for non-County employees(i.e. external agencies, Contractor staff, Contractor managed vendors)(# Traditipnal + #Automated CSRL )E -- # of requests for non-County employes (i.e. external agencies,

Formula Contractor staff, Contractor managed ventiars)(# Traditional + #Automated CSRF)account deletion completed within 1 business day

Clock starts when:a Parent ticket and line items created by Help Desk ar Automated CSRFWorkfla~~v for account deletion requests to be processed via manual.provisioningo Request approved and released bye Automated ~SR~' to be processedvia automated provisioningo Request released by PeopleSoR for account termination to beprocessed via automated provisioning

a) Far terminations, GoSD business rules digitate the account bedisabled and retained far 4;monthspriorto.deletion. Access is notdeleted.. For SLE1 purposes, the disabling of the account: is counted.

b) Request for access deletions not includedMeasurement interval MonthlyKeporting Period MonthlyMeasurement The tool supplied by Contractor automatically records date and timeTaal/Source Data stamps for each activity wthin,a process

COUM1TY OF SAN-DIEGO 554$33: IT A1VD TEI,CC01iP9UNICATtO\S SERVICkS AGitEEM~NT

PAGE 1$

Schedule 4.8 —Service Levels

6.7. Budgetary Estimate Kequest

- --- __ _Service Level Tirkae Duration to eQmplete a Budgetary Estimate

~ Service Levu Ili I S

Length of time to provide budget sstimate in response to Service~~~~i~~~ Rec{uests, including schedule and cost estimates or make contact witk~

Requester to negotiate a Budgetary Estimate delivery date for ServiceRequests.

~crvice 1l~Ieasure Perforntance'I'arge.t SI, Per~'or~ance (%)l . Proposal fUr Devetopitxent a

~• ~$ ~0 for Proposal firRequest ~ompletinn comj~l~t~~ with?t~ 5 b~.~S1nPSS~ Deuelapment~~~~

_._ _.._Proposal fir Development =10Q x (CtD)(~) =Total Aroposal for Development Completed within S business day§F armul~(U} = Tota(1'ropc~sal for Development requested

Measurement Interval Daily'~~p~~r~i~ig ;~eria~ ~ iviontiliy__ _.Measurenicret Prdposal far Development completed within 5 business days or as`['oolfSource data negQtiat~d with rEquestor

COUNTI' OF SA1V D[EGO SS~$3~: ITAYD TELF,CbM~1ltNICAT(ONS $E:RVICES AGItE~NE:NT

PAGE 14

Schedule 4. S —Service Levels

6.$. Project Estimate Request

Service Level mm Titre Duration to complete a Project Estimate

Service Level IlD 16

Letagth of time to provide a Project Estimate in response to a 1'rajectestimate Service Request, including schedule and costs estimates oe

Definitio►e make contact with Requester to negotiate a Project Estimate deliverydate for Service Requests: Time excludes any County incurred timeneeded tt~ updateldetine requirements needed to complete the estimate.

Service Measure Performance Target SL Performance (%)Request Completion 10 i~tasiness days o~• as negotiated 95%0

FormulaNumber of Project. Estinnate regaests submitted withintarget/'Cotalnumber of Project ~stitnafz requests

Measurement Interval

~

Daily

Reporting Period Monthly

Measurement Project Estimates completed within l0 business days or as negotiatedTo~USo~rce Data with requestor

~U[~NTY OF SAN ~tEGO 554833: I~~ AND T6LECOiN;~tU~tC.AT10PiS SFI2~r►CES AGRF:KME\T

PncE 2p

Schedule 4.8 —Service Levels

6.9, Accuracy of C#aar~eback Billing

_ ~_~_Service Level Accuracy of billing: chargeback billing; accuracy

17service 1.eve1 lll ~

Definition Measures the ~ccur~cy of c}largeback billingService Measure ~'erformance Target SL Perfmrmanee (%~)Accuracy Va(id ch~rg~es ~nd.credits ~ 98°l0

('Total number ofcharges --Number of disputed charges resolved inG~unty favar -- Low Urg change requests not executed) / Tatal numberof charges

~ ~ or~~9~i~ rats error impacting more than azie ehargeback item is counted as asmile error. I~ow CQrg requests not executed are counted as'individualerrors;

Measurement Interval MonthlyReporting Period Monthly

ITrack Chargebacl: [data and Change Re~n~~P.~t~t~ 11'Ieastaa~entera~ ~ Ds}~uted Charges are those submitted via ITrack as Deletef Tool/Source Data requests.

• Law Ord Change Requests are those submitted via ITracle Moverequests.

COIINT'~' QM SAN UIECq 454$33: IT ADD ̀CEI.ECObIM1tliN[GATlO~S $~RVICFS 1~GREE;;11E:hT

P.aG~: 21

Scl:edule 9.8 —Service Levels

b.10. Annual Disaster Recovery {DR) 'Pest

Service Level A,nnu~.l tesC of ~DRplanService Level ID 1$

Definition Once per year activity t~ test DR preparednessService Measure Perfortnance~ Target SL Yerfor~anee (%)

Annul test of t(fe DR plan completedand accepted by County i►t accordance

Test. Completion with.the criteria agreed upon by County I d0%and Contractor prior to execution of eachannual test

Number of instances within Performance TargetlTotal number ofFormulainstances during 1Vteasurement Period

Measurement Period ~ OnceReporting Period AnnuaiMeasurement

Contractor pR ̀T'est ReparkTooUSource llata

C',O(.iNTY OF.$AN.b1EG0 $x$33: ITAND T~LEGOIWMUN[C'ATIONS S£RVICF.S ACRF.EhtENT

PACE ~2

Sc/recXule 4:8 – Serviee Levels

6.1.1. Application R.ecavery PostrD sas~er

____._ _Servi~ e Level Recovery of Applications following ciisastex__ _._Service Level y~ 1-9

i)e~nrtion Kecovery of applicat ans after a disasterservice 1Vleasure Performance Ta►get SI. I'e~orAaeance (%) ___.___ ~ _~ ___ _n ~.....__ _. _~_

P1 Apps -~– 48 hou~~s with 428 Itoursof_ .~_

data lossAppticatian Recovery~'2 Apps — 72 hours ti~vith <_28 hours of

ioaprn

data lass.

R'VD llla!!1II

Nuz~tber of ins~attces ~vithi►~ P~rf~rrnance Target/total nu►nber o~instances during Me~surem~nt Inte~r~~

M~ easurepnent lnterva[ Designated recovery period f~llpwng a,dsasterReporting Period Periodreally throughout the recnvery periodIO~Ieasaarement

Contractor-provided'ToollSouree Data

C,ot{[rr~~ of Sny D~E.co 554833; 1'M" nNn'i'~L,ero;►r~itr~rcaTro~s Sekv~cr:s AcxeeMt nr

Pnr,E 2a

Scl:edrrCe 4.8 —Service Levels

6.12. Asset Taracking

Service Level Management of AssetsService Level ID 2p

Definitimn Effective management afAssetsService Measure Performance Target SL Performance (°/a)

COUNTY OI' SAN DIEGO 554H~3: IT AND TELECOM[1it~NtCA'CIUNS SF;RV[CF.S AGIiF:EMENT

PaGF 24

Schedule 4.8 —Service Leve!'s

Accurate tracking of ~

Asset components_ _

Accuracy of serial ntimbcrs, assigned o m~~~~ation/f'erson, Hardwire/Software 9910configuration_...... .. y..a..Thic ~~. iS ~ n~~dY+~r~xset~r :e;FR.+FiplC~i ~~ r~ °̀"i~r~i°iu vin a~~'~., ~GU~ i1~5C[S)aI)DMi (Datacen~er Assets), scripts (Stara~e assets) and S~~ctrum (AT&TNetwork assets) in a given month versus the data for those assets as foundin Asset Manager 9 (AM9}. Asset types rraeasured will be atl Deskto~a,Wa~•kstation, X.aptap, Windows Tablet, Server, Storage, and Network.

Attrilautes that will used to measure this SLA:l Device Name

2. Serial Nurribe:r~

~ ~ 3. Brand

4, Mgdel

5. I.ocatic~n (CoSp SiteLevel}6. Status (Deployed)7. OS (~llS and Servers)8. Qwner Lagin ID (EUS)

1Form~ula~ "I'he d~nnminat~r will be the (number of assets auto-discovered in a givenmonth) * (nu~~~ber of fields}, ~vitit location only gathered fot~ Desktops,Workstations, Laptops, anc! Winda~vs Tablas. The numerator will be the(number of fields that matched between AssetMa~aager a nd autod sc~very~)

Example Calculation:l 5,00 flssetsdiscover~d in 11~c~nih. ~fti~ose, there ~v~re 200 ~~ids thatfailed.

(1500Q*$)-2001(15000*8) = 99,&3%0

Matching will b~ done based on Computer Name. [,ocation (not adiscoverable field} will. be scored based pn Cotu~ry issued ITrack [pcationdisputes which are deemed valid, after confirming an IMAR or ITrack CRhad been submitted and not property executed.. U~vner Login ID will b~scared based on County issued ITraek Owner Login ID disputes which aredeemed valid, after confiirm ng art IMAR yr iTrack CR had been submittedand. not prpperly executed.

MeasurementModtt~lyInterval

Reporting Period Monthlyid~easuremerat System provided by the Contractor to track and report out-of-compliancyTool/Source data aCtiyities

C:pUN'CY' OF SAN UIEGO 55~H33z 1~I ANI?~[,ECOI4IhiUNtCATIQNS S~R~'IC.fS AGRE~:DIF:NT

PAGE2S

Schedule 4.8 —.Service Levels:

6.13. Rant Cause Analysis

Service Level ~~ Root Cause .Analysis conducted on critical incidentsService Level ID 21

neCaition Assessment of Problems and their causes, Fvith resaluYionsService Measure Per~'ormanec Target SY. Performance (%)

~ business days from E' i and P2 Incidents orElapsed Time toother Incidents as requested by County starting

6

9910produce RCA reportat Incident Resolution

Number of instances within Performance Targetttotal number of instancesduringMeasurement [nterval

Formula

Nate — completion criferia for publication of RCA sha11 lie per the denCifiedprocess in the Standards and Procedures manual

1Vleasurement.MonthlyInterval

Repa~rting Period MonthlyMeasurena~r~t

Measared by the Tieket management systemTooUSource ]Data

CflU\TY U~' $AN llIEGV 5545$x: 1T?IND TELECOI11Mi11YlCATfONS SEItVICF,S ACRF.EAf ENT

PAGE 26

Schedule 4.8 — Servr"ce Levels

6.1~. Key Personnel V~c~nt Positiom

_, ,----Seo-r~ice Level—~_ __ Filiing vacant Key Personnel posiCions___

22Service Level YD

De#initio~n ~nuration a ICey Position is vacant beyond required tim~frat~e to illSee-vice Measure Performance 'Target SL P~rf~iraBaarree (%)Number of days 2 business day after Ke}~ Position becomes

1~Q°lopc>sitior~ is vacant vacant

Vacant Key Positions filled wikhin the target/al( vacant Key Positions~~~-~,~Qr~ , ~~r~aj 4-AJ1E~~:~ii~eti inkero•~ae I Da% y ~~—•—Reporting Period

~~

y,

Monthly

Formal notification in writing of the individual filling the position. if theIY~easure.ment

"ool:individual is an interim, a target date for thepermanent assign[nent shall7l /Source Databe provided.

COl~N7'Y QP S~►N I?IEGO SS¢8337 lT AND'T~ELF~OtiT[17ttNIGdTiONS SERY[CES AGRE;Ec~tENT

YAGE 27

ScheaCule 4.8 — Service Levels

7. SF~~~~c~ D~s~ s~Rr~~cE L~v~~,s

71. Break-Fix Resolution Confirnnation No~icc

Service Level Providing a Resalution Confz~mation notice for all Break-Fix tickets andService Requests

Service Level ID ?3

Totai time elapsed to provide all resolution conficmatian notices viaautomated emiail notification and/or telephone call to the: End-U~er.Service Desk may leave a message wit~~ a' phone number,tn cal! back with

Definition any questions. For Break-Fix Tickets, if a message is lift, the Break-FaxTicket shall retrain open in a pending closure status for 24 hours to all~~vthe End-User the opportunity to confirm the freak-~"ix incident. isResolved.

Service Ndeasure Performance Target SI. Per#'orcnance (%)Schedule Contirniation Notic~withn 3Q ~ 99°fo

minutes of Break-T'ix resolution--------Number of instances within Perforr►tance TargeUT~ta( number of instances~+ormuladuring Measurement Interval

i1'keasurement Interval .Monthly

Reporting Period Monthly

Me~asureme~nt Recording the confirmation notice received in #lae Ticket managementTooUSource Data system ~

COUNTX O~ SAN DIEGq 5,54$33: 1T AND TELF,CO~1VtLCVICA't'ION5 S~;RV[CF.S AGREE61EN'P

PAGE: 28

Schedule 4.8 -- Service Levels

7.2, Password Reset Corn~letion

Service Level Length of time bettiween password reset request and cotnt~~etion~en>ice Level ID ~4

Defia►~teon All requests ..~~..Service Meas~ar~ Yer#'ormar~ce Target S[., P~rforrte~nce ( %̀)Schedule o 30 minutes

« 60 minutess 95% ~vitl~in ~Q minutesp 99°l0 within 60 minutes

~~rmul~~_~~ __i:'~~aSi3i-Gi1l~~G[ i/17:eTV~➢i

Number o#' instances within Performance Target/total n~rmber of instancesdurittg Measurement Interval

_?V~4

Reportfing Period

__... N.

iYToi~thly

Measurement'I'oaU~ource llata

Recording the r~c~uest completion in the Ticked Management System

GOI~hTY OF S.~Y D t~;GO 55833: IT AYU ̀rELEC07FThit; 4[CA7YONS SERVI<`F.$ AGRG~:~1IF.tr"i'

PAGE Z~

ScJ:~~lr~le ~.8 —Service Levels

7.3. Response Time.

Response Time for:• Speed-to-answer'

Service Level + Catl abandonment rate• Emat Response Timee Voice Mail Response Time

Service Level YD 25

Response Tune is the duration (measured in seconds) the End-Usesrequires to cannec# with the Contractor's ca~~tact center representative.The Contractor will provide loll-free tel~pha~ae lines in sufficient quantityUe~nitionto handle the call volume; AGD systenn(s) to record coil date, time andduration information, and electronic interfacesto all systems formonitoring and re~~orting.

Service Measure Performance Targe4 SL Perfc~rn~ance (%)- - - -• Speed-to-answer Titne

-

c 75 seconds beginning90%

,..

1 S` fu11 month of I $' yearof measurement ineffect; 65 seconds for 2"~year of measurement ineffect; SS seconds for 3~dyear of measurement ineffect; 45 seconds for 4`''year + of measurementin effect

• Speed-to-answer Time • ~ gOseconds• 99°fo

CaII abandonment rate • ~5°gip• bnlirte Response Tune <l hour—

• 100%

• Vaice Mail Response Time ' ~~a tr►inutes r 9~~~0(~

• 7S°!0Number ~f instances within Ferfo~nance Target/total numberof instances during Measurement IntervalFormtelaAil Respond Time metrics must be met for'this Kespo~ld Tirtz~Service Level

Measurement Interval MonthlyReporting Period MonthlyMeasurement Tool/Source nata Contractor-provided

COUN'►}' OP SAN DIF.CrQ 554833: ITANA TE:L~COl19MUNICATIgNS SERVICES AGREF:MEN1`

PACE 3U

Sclredi~le 4.8 — S'ervr'ce Levels

7.4. service Repair Scheduling

~ Serviee I.,evel (The amflunt oftime necessary t~ schedule a Service RepairSen~ice Revel ID ~ 26

The elapsed time from the tithe the call is determined to b~ a desktopPe~nition Break-Fix Ticket until the End-User is contacted to schedule an ansite

service appointment.

Service Measure Perfor~aei~e Target- ~I, ~'~rfo~iakanc~ ~%)

98%

____ _._Time to complete

_ _ _. _ r _.

W{t}~ir~ 94 minutesscheduling_ ___~..__I ~I~~mber ~f ~~zst2~ce~ w;th~r P~rfori2'ia~Ce 'TaY~et/7'ttai riutnb~r O~Formulaii~star►cep during Measu~~ement Interval

M[casa►rement Interval Monthly

Reportiu~g Period Monthly

I!'Ieasurementp~'s~top Br~ak~Fx resolution Tickets onlyTool/Source Data

COtrN7'~~ o~S,~x D►EGO 554833: 1T<1ND TE[.F.GOh1tUNICr1Tl01YS SERVICESACF2~EhtENT

PAGE: 31

Schedule A.8 — Service ,Levels

7.5. Custaim~r Satisfaction

_~_ _ _Service Level Customer Satisfaction after Service perfornaanceService Level ID 27

Measures the performance of the Service provided to End-User or

Definition customer. Used to identify End-User's opinion of Service performance."I~he results are used to identify and Resolve any issues and Problems.Resulting actions are to improve End-User/management satisfaction.

Service Measure PerfUrmance Target SI, Performance (%)Positive Evaluation p~rcen#age(POS) —the percentage ofevaluations with ascore of 2 or 3 POS a 95°l0 =Pass

Percent satisfied POS 4 95%0 =FailPositive % -Sum of surveyevalua#ions scoring 2 and 3 /'T'otalnumber of surveys

Positive °!n =Total number of survey evaluations returned scaring 2 and 3!Total number ofi surveys returnedThe surveys will be rated on a three (3) paint scale (1 —.Dissatisfied, 2 -Satisfied, 3 — Highly satisfied)formula

For any month where the End-User response'rate is 20°/a'or less, thisSLA ~wi~l be repor#ed but will have no standing for determining a FeeReduction for that month.

Excludes internal Contractor ticketsMeasurement Interval Monthly far IssueResalution sarveyReporting ~e~i7od Monthly

Measurementpurvey dataTool/Source Data

COl3N'1'YOF SAN Dt~CO S.Pt~SJ3: IT ~iND ~TEI..ECOh'1111llN[CA'1'IO~SSER'4'ICF,S AGR£EMESV7'

PAee 32

ScJ:educe 4.8 --Service Levels

7.6. ~irs~ Call Resolution

~erviee Level ResQlutiot~ on first call ~-!~SW~ y ., ~~-... c.•..~ ~~~ ~

~efinit6on~ First call resolution applies when an end-user request or issue is resolvedpz1ar to t}is conclusion of the fall ~r chat with the Service~Desk.

Se►w~ice Measure P~rfmrratian~e 'I'~e-gei 5~.1 ~'erfor►r►ance (%)Percent cort~~leted Call reso(c~eti (i6Qla

formulaNumb~:r of ticketsclosedand resolved an ~rstca6lor chatltotal number ofcalls ar~d chats during Measurement Interval

~__~~v ~ u~ement Interval

__ ._~ 1]ai~y

Reporting Period

1V~easure~entTool/Soa~rce Llata

~1~lanthly

Contractor provides a system with date and time stamp capabilities totrack and report out-of-compliance activities.

COUNT'!' tlF SAiV D(EGO 55~IH33: IBC ANf3 TF(.ECOM~tUNiCAT►nNS SER~'[CES AGREEMENT

Pavt~'.33

Sc/iedule 4.8 —Service Levels

7.7. First Gall Resolutimn — 2"a Geaeratipn

Service Level Resolution on first callService Level Ill 54

First call resolution applies when an end-user request or issue is resolvedprior to the conclusion of the call or chat to include hot hand-oFfs t~support tiers other than Service Desk.

Definition On implementation of end user enablement projects (e.g, seif-service orself-help projects), the parties shall mutually agree this SLA shall receiveQ%weighting for a duration of S months (pr as rnutual(y agreed}, after thesix months, the parties shall either validate tie current performance targetor mutually agree an a revised performance target

Serw~ice 1V$easurc Yerform~nce Target SL Per#'ormance (%)Percent completed C~11 resol.v~d ~ 70%~

_

Number oftickets closed and resolved on first call (continuous call) orchatltotal number of calls and chats d~rring Measurement'Interva(

~ormala

Measurement Interval Daily

Reporting Period Monthly

Coirtra~tar provides a sysEem with, date and. time stamp ~~ipabili#ins to.Measurementtrack and report out-~of-compliance activities. (Service Manager; chat;TooUSource Data~SFR tool).

COL~N'f3' OF SAIY DIEGO 554833: /T ANp TE1.~CgD1htUNICATiQNS $F.RI7CES AGREEI►'fElti7'

Pnc~:34

Schedule 4.8 -Service Levels

$. ENS-LTSE~t S~Rtrr~~ ~.~V~~,s•t~.~.-~. ~ s~.~. ~"~~aa..a..~Va~wa-c i ai4nes

—__~_ ~,Service Leve! Patches involving technical issues artd security vulnerabiiitiesService ~,eve~ ~ ~~9 ~_.

Updates to Software so that tiechnical issues end security vuln~~-~b titie:sDefinition~lCe e;ther i►xed or improved

~crvic~ 1Vleasure Perfo►•mance Target ~L. I'~;a•fore~sane~ (%)_..~._ v___ ~. - --------.. _ _-- --._.~_.<1 b~s,~itYe~~ ~iay.~._ _

Measuredfrom approved execution ~iat~ in theRequest-for Change to successful deployrr~ent to

Time t~ i►n~le~ttent End-User managed, network~avAilable devices 9S%during the speci~Ed titzi~ frame. Devices mustbe connected to the net~vark during. the firstbusiness day of the requested change_. _ _~ _.1.00 ~ f a 1 l~ ~i >= 95~t, v~~hPr

a. # ofdevices cotnpX~ted within'apprc~ved exect~Cion date' + 1Formula business day

b # of netwarEc devices affected by the patch

Me~suremenkMonthly

interval

Reporting Period Monthly

Ndeasurement ~~ Contractor-provided'Tool/Saa~rce Data

CQL'NTY 4F SAN BiEGO 554833: IT r1ND ~I~iiLECOTi~41t1NICA7'tONS Sk:RVICFS A(:RE~i4tF.tiT

PAGE 35

Schedule 4.8 — Service Leuels

8.2. Software IMA12

Service Level ~Coinpletion o~Software IMARService Level ID 30

Acceptable time required to Install, Move, Add or Remove Software of aDefinition desktop upon the Service Request from. the bounty for items covered in the

Optional Iterr~s Catalogue (tJ(;)Seirvice Measure lPerfbrmance Target SL Perforn~ar~ce (%)

34a) I busi~~ess clay t~ add vvlaeu a~ ~oft~~~are 30a} 9U°lolicense is available at the time t~f the ServiceRequest30b) 5 business days to add if no software licenseis available at the time of the Serv'rce`Request or 30b) 90%Contractor notification of vendor delivery ETAElapsed Timeaccepted by requestor30c) 3 business days to move ar remove software 3Uc) 90%as requested in the Service Request

County business :day - Monday --- ~"r day d a.Yn,to 6 p.m., excluding the County HolidaysNumber of instances within Performance TargetJtotal number afinstance"sduring Measurement Interval. User requests that specify IMAR execution..outside a 1 business day time window will be measured from tl~e point ofthe sehed~tledtime.

30a Number of requests completed tivithin ] business day(when softwarelicense was av~itable) divided by number of requests completed (whensoftware license was available) >— 90%

Formula 3Qb Number of requests completed within 5 businiess days.{when nosoftware iic~nse was available at the time ofil~e request) divided by numberof requests completed (when nq software license was available] >= 90°10,30c Number of saftwar~ move/remove requests completed within 3business' day divided by number of software tno~ve/rcn~ove requestscompleted ~- 90%

FQr clarity 30a, 30b, and 30c must be met for this Service Level.

l~casurementMonthlyInterval

Reporting Period Moftt~►1yMeasurement

Contractor-providedFool/~nurce Data

CQ(J4TY OF SAN DIEGO '$S+~$3~; IT.AND TELECf3M11t1?NICA'TIO~5 SERVICES AGR.EEMEN'1`

Pnc~ 36

Sclie~lr~te 4.8 — Service LeveCs

83. I-iardware IIVV~AR

Q,_...d ., r__..... ~: ' ̂.~.....~S.~aS~~ estr_ s 7. ., _. _.~ ~,~,,,~Nicu~u c~i riartttivare ~~v~1~t2s~~;~~ Levu m ~ ~

Acceptable time required to Install, Move, fldd'or Retnove.Hardwarenponthe Servi~~ Request from the Cpunty or notiftcatian of scheduled

Definition campletian accepted by requesfor. Applies to end user Resource Unithardware such as desktop computing devices, network pri~~ters, andtelephone handsets.

Service Meastaa~e Performance 1'argct SL, ~erforma~~a~~ ~%1___. —__~U"/>~! :I, ed '!',..... 3 ~i:~ r~~ss days

Number of instances within Performance Target/total number of instancesduring Measurement Interval.. Sarvice Requests that specify IM~1,R

F°~°AL°~~ execution cuts do of 3 business days will be measitred from the point of thescheduled tine.

MeasurementMonthly

Intervalq,~~

~epc~rtirag.Pe~iod Monthly

P!'[easurement~p~ltractor-providedToollSouree laata

COI~NTY OF S,~:v D~ec9 .5,5~t8J3: 7T AND TELEC0~1hiUVICATIUNS $ER1%ICES AGRI:Eb1ENT

P:~ce 37

Sclierlule 4.$ —Service Levels

8.4. OIC Additions and Removals

_ ._..

Service LevenCompletion of addition ar removal request for Optional Items Catalog~OIC) change

Service Level IU 3?

lle~nition"fhe elapsed time behveen the service request and the addition anii/orremoval of items to the OIC

Service Meas~nre Performance Target

^SL Performance (%)

Elapsed time 30 Days

~Nutnber80°/a

of instances within 1'erfnrmance Target/Total number of instancesFormula

during :Measurement Interval

Measurement Monthly

Interval

Reporting Period Monthly

Measurement Contractor-provided

ToollSource Data

COUh"!'Y QF S}►N E?lEGQ ,KS4S33:- ITS ANp TF.1,~",CO!~IMt7lVICAT[ONS $ER~'ICES riGREEMENT

Pnc~3x

Sch~rlule 4 $ –Service Levels

9. NE:TWOFtK SEI2VICF I,,,EVFL,S

9.1. "~"~~~asaction Response ̀Tia~ae -- I~teraaet/I~atr~n~t ~~cess

_ __. _Service Level I~atertietlIntranet systems. Response is measured from each'S toService Level ID 33

i~ength of tmc host systems and networks. transmit and process requests

Definitioncrass the tnternedintranet and return data to End-User's screen. Internet/

Iix~ranet Rc;spond Ti[n~ tivili be measured by accessing the County Internet!Intranet Sites

Service Measuwe------

Perfor~ance'i`~rget SL ~'erforma~ce (°lo)

~tesponse Time~it~'in U.5 sPcai}~s

~

-- ._Ts~tra€et -- 9~°1

~_._.__~ Internet — 95°,~01. Tesk transactions will be serif to designated County endpoints for

Intranet/fnternet locations every 15 minutes.2. These transactions will be tested 6 a,m. to 6 p,m. M-F, exctudn~;

County Holidays.

~'ornauia 3. The algorithm shall be: I~tumb~r of [nternetllntranet tra►~sactions perj j i~o~ir (4 j .~c nunttber of hours Gheciceci per day (12) x number afi days per

Month.

4. The percentage is derived from the number of passingtransaetaans/~~umber of passible transactions

Measurepnent ~~,~~, ~5 minutesInterval

Reporting Period Mant}ily

Titne is measuzed using a defined sampling scheme, data transfer sizes andMeasurement

net~vt~rle Locations. The curirent measurement tool is network probes,TooUSourcc Data

replaced by APM after deployment

CQLiNT1" O(' S:IN DIEGO $51$33. IT ANU TELEtp11AiUN[Cr1710tiS ~$F.RVICES AGREEM19EIVT

PAGE 39

Schedule 4.8 – ServPce Levels

9.2. Transaction ]C~esponse Time –Data Center

Service Levcl Transaction T~esponse Time for Server Systems — Loca1 NetworkService Level ID 3~}

I.engtli of time host systems and networks transnut and process requestsat~d re~rn data to End-User's screen, Response Time will be measured

Definition using a defined sampling scheme, data transfer sizes and network.Locations. County Sites and management of the probes used tivill bedocumented in the Standards and Procedures Manual.

Service Measure Performance Target SL Ycrfor~a~ance (%)

Res~anse TinYe 24/7 ~ 95°lo within 1 seconds

------99%within 3 seconds

1. Test transactions will be sent to an endpoint selected at random. Thiswill. be repeated 100 times, and the average response time of the 140transactions will be recorded.

~• ~~~P ~ ~'~'~~l be repeated twice a dayj at.9 a.ttn. and 10 a;m. as will as 2Forr~eulap.m. and 3 p.m., two days a Vdeek, an chosen business days at random.

3. At the .conclusion of the calendar Month, the recorded data for allsamples will be added together, divided by the number of samples, andreported..

MeasurementSee formula~~t~~$~

Repmrting Period Monthly

MeasurementTime is measured using ~ defined sampling scheme, data transfer sizes and

Tail/Source Datanetwork Locations, The current measurement tool is network probes,replaced by f1PM after deployment

COUNTY OF SAN DtF.CO S$4$33: IT ANT? TF.I.E(`QpTd9UNt~:AT10N$ SERVJCI;S t~GRE6MEN7`

i'~GF 40

Sclierlule 4.8 —Service Levels

9.3. Voice System Ca[~ Blacking_ __..___Serr~ic~ Level Vice system cell blocking

rServiceL,evelI~ .i5

Definitionk'ercentage of calls blocked, or experiencing busy service, measured per:trunk rput0

Service Meas~aa~e Performa[~ce Ta et SI. Perfiorn~ance °/a ~~}3~OC~ifC1~ t1Q~ ti0 BXC~€C~ ~% Of ~~l C~tI~S t~UC([l~ ~dG~l

Cats blocked 24/7 hor2r by route unless otherw se directed by theCounty~_____ _

Number of calls blocked ar experiencing busy service each hour perFormula trunkltotal calls attempted per-hour per tj~unk. This metric will be calculated

~ fc~r each hour cif the Month for each phone switch.__~IV~easurement ~ k~~~~,~~;IntervalReportir~~ Period MonthlyIV~easurement 'C'ool supplied by the Contractor automatically records date and time stampsTool/Sa~eree Bata far each activity within a process, including uptime and da~vntime data

COUIY"C1' OF SAN DIEGO SS4$33. IT ASVD "i~ELECO;~{1IUNICA't'tOYS SERV[CF.S AGREED~El47'

PncF Ql

Sclre~Cu/e ~l 8 —Service Levels

9.4. Data Network Availability---

Serviee Level The percentage of time that the data network is available.

Service Level III 36a 36b,,36c

The time during which the network is fully functioning and :Normal business

1Definition operations can be carried aut with no data loss, downtime, or performance.degradation during available site hours.

Service Measure __~ Perforrt~~tnce Tar et SL performance

36a: Ial =average availability of allnetwork circuits and active cornpon~nts

Availability36b: D2 -Individual site connected via

~~ ~ 89.95°fo aggregate availabilityD2 ~ 99.5°l per fiber Site availabilityfiber with the lowest availability

3bc: t33 s Individual site connected viaD3 > 99°l0 bier copper Site availability

capper with the lowest availability

36A

Components. include all circuits end active data network components

Component Availability (%) = 100°fo -Component Unavailability (°10)

Component Unavailability = Component outage duration /Available

Co~nponcnt Hours

Component outage duration does. not include scheduled outages

36A — if Average Component Availability of All Active Components >=

X9.95%, then Pass; otherwise, Fail.k'ormula

36B & 3GC

Site availability (%o) = 1 p0% -Site Unavailability

Site Unavailability =Total outages at Site f Site Available Fours

(?uta~es do trot include scheduled outages

3fB= If Site Availability for all. Sites linked via fiber >= 99.5°l0, then Pass;

otherwise, see credit table 4,8.14.

36C — If Site Availability for all Sites linked via copper >= 99%, then Kass;

otherwise, see credit table 4,8.:14.

MeasurementInterval

Monitor Continuously/Measure Daily

Re ortin Period Monthly'Fool supplied: by the Contractor automatically records'date and time stamps for

Measurement each activity within a process including uptime and downtime data.. AllTool/Source Data performance criteria are to be measured on a per circuit and component basis,

G~UNTX OF 5AN DfFGQ SSa83~: IT AND TF;1.F.00:M1~11U7!'ICAT[ONS SERVTCES ~Cr~fE~;441ENT

pacF a2

Schedule 4.8 —Service Levels

9.5. Internet Availabiliiry

~~Serviee Level

The availability ofti}~e IrtEertzet. Thy percentage oftime that the Internet is~vailabte fpr normal business operations.

ServNCe ~,evei Ill ~7

Definition Percentage of tirlie (ntecnet access is availableService Measure ~erforn~aucc Target SL Perforrn~nce (%)Availability 2~,~7 ~1~:8U°lo

-- Availak~lity (°!o) = 100%o—'Unavai(abitity (°~o)Formula Where Unavailabii~ty is defined as: (Sum of Outage Duratia►~ x l00°fo) /

(Schedule Titre --- Planned'Qutape}_.__Me~s~re~~rat

MQ?~tl?1_yin4erval

Reporting JPeriod~ MonthlyMeasurement

~ '1CooUSource Data

'ToQI supplied try the Contractor automatically recards date and tithe stampsfor each activity wit}t n a process, including uptim~ and downtime data

C0111VT}' Oi~ $AN DIECQ 554$33:. 1T AND T'ELECOhip11~NICAT101~iS $ERVIC~S ACREE~tENT

PACE 43

.Schedule 4,8--Service Levels.

~.6. Vaice Network Availability

Service Love!The percentage of time that the Voice Services (telephQn~, PBX or'voicemail} is available for normal business operations

Service Level ID 3g

~efiniti~n Percentage ~f fiax►e that the Voiee Services are available fear useService Measure~""__._.______ Performance Target SL Performance (%)Availability

~~

X4/7 __.__.__.___99.80% ~-

Availability (%j = 1 Q0% --Unavailability (%)

~'orrnula Where Unavailability is defined as:

(Sum pf Outage Duration x ] 04°lo)I(Schedule Time —Planned putage)

MeasurementMonthly

Interval

.Reporting ~'eriod Monthly

Measurement Taot supplied by the Contractor autorriatically records date and time stamps

TooUSource llata for each activity within a process, including uptitne and downtime data

COUNTY U6 SAN DIEGO 554533: IT AND TE[~ECQAIMLJ(VIGATIQNS SERVICES AGCiEEM11EIv'T

PACE 44

Scleedule 4.8 —Service Levels

10. D.a~cA C~~'FER SEC2VICE LEVELS

XO.~. Orut~ut Delivery

~n :lnn. T,n..nl ~ Tlvl' ,:eat :a:...r ~.~v fTv~~iii ~~44 Vt4t~U4

Service Level ID 39Percentage oft me that the printed output is created and delivered on timeDefinition~l~tcl free from errc~cs at~d omissions

Service Measure Pe~rformanee 'Target S~. Performa~tzce (%)-- Fer ~n~t~~ty schedule

__--- -._ _ __

Percent Attained Monday --- Friday 6 a.m. to 6 ~.ttt., 98 /~excluding the County Holidays

~ _.~~orrraula

Nurn~er ~f't rn~~ c~ti~tr~~r rn~t the pr nt.~~~ ~i~~ f,~r',~~tivs~,~/tflt~! ~atp~~ t

~~~

ae~~,~~xE~~Measurerne~!

pityInterval

I2eportrng Period Monthly

Measurement The tool supplied by the Contractor autamaticatly records date and time'I'~o~/Source ]Data stamps eac~i activity ~~ithin a process, including uptia~~:e and downtime data

CQUNTY OF $AN DIECQ S$~833: IT A1VD 3El.ECt7~ii~tlf[YICA"ftOYS SERVICES A,GRE~ME~i7'

IxACE~#$

Sche~lute 4.8 —Service Levels

i o.z. na;~y sa~k~-- Daily Backup for;

Scrvi~e revel• .Incremental. Full (backup)

• ~utl (archive}

Service Level ID 40

Definition Backup of fifes that have changed or are new since the last daily backup

Service Measure

^

Performance Target SL Performa►~ce (%)• BflCICUj3 G4111pI~:Y~ • Daily ~ ~ . 99%

• Backup'complete Weekly . 99%0• Backup complete • Monthly • 99%

~p~~U~~`Number of instances within I'erforrnat~ce Taz•~et/total number of instancesscheduled for backuip during Me~suretnent Interval

M`easuremen#Daily

Interval

Reporting Period Mdnthly

Measa~xement Ttae tool supplied by the Ca~tiractor automatically records date and time.'I'aol/SE~►~rce Data stamp~,eacki activity within a process, including u~time and downtime data

COt71tiTY OF SAN AlECO $54833: lT AtVU 1'EI.ECIJ~tME1;VICA7'tON5 SERVICES AGR~E;NENT

DACE 4~

Sclreciute a.8 --Service LeveC.s

10.3. Quarterly Bacl~up / Itestor~__. ----

5ervice Level Addresses any gaps in proper operation of backup and restr~reServiee I.c~~el III ~41 ~~__De~nrtior~ Confirmation that the backup`and researe is proper{y operating

Service M~asur~ Pcrfor~n~nc~ Target 5~.. Performance (%)Sueeessfulte~t

completionTest completed and confirmed I O(l%

Formula Successful test completionMeasurementInterval

Mt~nthly

_I~e~ata~-te~ug pers~d Quarterly

IVleasurement

TooUSa~urce data~~ntrd~ic~r-~r~~vided

~OCtIV'T'!' Oh SAN AIEGO 55~~33: ITT:1lYD'rELECOMAit?NICATtt?NS SERVIC.~S AGREF.h9F.N7'

PACE 9'7

Schedule 4,8 —Service bevels

10.4. Data Restore

J Data restore nneasarements:

» Restore Service Request for production dataService Le~~el. Restore Service Request for recovery of test data or data vplume

backupsService Level Ili X12Definition Initiation of restore service RequestSer~~ice Measure Perfortt~ance Target SL Performance (%)~► a. Respond Time data a~~3 :hours from Service

30 days old or less Request submittal * a. 95%b. Respo~id Time data ~ b. <8 hours from Service a b. 95°l03 ~ days old or more Request submittal

Restore initiation within the required timeframes, SL success requiresFormulameeting perfprmance targets on both a AND h.

Measurement Interval l~(anthly~teporting Yerioci MonthlyMeasurement

Gantractar-providedTool/Source Data

COiiNTY OF SAN DIECq $54833: ITAND TF:LECOMA1UJHtCATIONS Sk:R'Y10ES AGREEM1tEtVT

Pnc~e 4$

Sch~~IrRle 4, & -Service Levels

O.S. Server D~comm►ssionservice Iaevel

-- --Completion ot'decornmissi~ix request

Service Level YD -_. 43

~etinitionK~moval pf either a physical or a virtual Server from active status andfi•«m active billing, if applicable

Service IVleasure Performance Target SL k'erformance (°/v)Server deconnmisson

Co~np(etion Time Monday — Friday 6 a.m, to G p.m.,9~n/o wthtz~ 3 business days

excluding the Cpunty Holidays~ a~}o fo ~v~fihi~ 30 business days

Formu6aNumber of'Servers decort~~nissionad within targetltotal numh~r of

Servers authorized for cemov~l during Meas~~rement Interval ~

I9~[easurernent Interval ~ Monthly

Re~ortir~g Period ~

~_--

Mpnthly

IVleas~r~nierat -~Cantractc~r-provided

Tool/~o~dr~e D~Ta

COUNTY QF 5Ati DIEGO 554833: I1' ANp 1't;t,~COMw1UN6C~TtON5 SERVICES AGRF£AtF.NT

i'AG~ ~9

Schedule 4.8 –Service Levels

10.6. Server Frovisia~i~g -- Production

Service Level Server provisioning – prodi~ctian

Service Level ID 44

DefinitionSetting up a virtual or a physioal production Server for use in the network

fc~~lowittg County approval

Service Measure Performance Target SI, I~erformauce (%)

-- Yhysieai; within 12 business days or as ------~v-

d rected per the project schedule

Monday — FXday 6 a.m. to 6 p.n~.,

~ampletion excluding the County Holidays 4S%

Virtual: within 6 business clays

Monday — ~riclay 6 a.m. tq b'p.m.,

~~

.excluding the County Holidays

Number p~'Productinn Servers requested for provisioning withinFormula

Per"formance Target~total number of Production Servers requested

I1~easurem~nt~Q~thly

Interval

Reporting Period Monthly

1Vleasurement~~ntractor-provided

Tool/Source Data

(oUNTY d1~ SAN ll~EGO SSA833: IT AIVD T$LECOh11fUN[C:iTI01VS SERVICES AGREEHIENT

PACE 5Q

Selie~lule 4 8 —Service Levels

10.7. Sei-~ver Provisianing —Test

Serviee Leve! Server provisioning —.test ~Serviec L,e~~el T1[~ 4~5

Setting up a virtual or a physical tesf Server for use in the nel4vork~~fnition

following County approval

Service Measure Performance Target SL Perforaa~ancc (%,)Physical; w~thi►~ 1 Q business days,or asdirected by the'pr~jectsctiedul~

Monday — Friday d a.m. tc~ 6 p.m.,

M2esp~nd Time exeludn~ the County I-1oli~iays 95°Jo

Virtual: w'sthin 3 business days

Monday --- Friday 6 a.m. to 6 p.m.,

excluding; the County Holidays

FormulaNumbex oETest Servers requested for provisioning within Performance

Target/total number o~Test Servers requested

Nieasuremen4Monthly

IntervalRP~nrtin~ PPrinrl

~~

iVlnnt(ily

Measurement~Qn~raotor-provided

Toil/Source Data

Cdli~'FY OF SAN nIF,GO SSaH33: IT AND TELECO:41N1UNLCA'f►O~IS SEi2YC(:ES i~1CR~:E.IttENT

1~,~c~S1

Sctiedule 4.& —Service Levels

10.8. Server Software Update

Service LevelNotification of Third-Party Software upgrades and implementation ofrelevant updates

Setw•ice Level ID 46

Nokiacation of Third.=Parry Server Software (excludingPortfoliolle~inition Applications) upgrades and ~~ew releases as well as the implementation of

service packs and :updates to "dot" releases

Service Measure ~ Perforra~ance Target SL Performance (%o)

• Time to notify* Notify within 34 days ~fterThi~d-Party

• Time toSoftware announcement

95%impleme~it ` ~InPlement' within_ 60 days after

approved by County

FormulaNumber of ins~at~ces within Performance Target/fatal nutr ber of instancesduring Measurement Interval

MeasuremcretMonthly

Interval

Reporting Period Monthly

MeasurementContractor-provided

Tool/Source llata

Coo;VTY;OF SAiY DaEGO 554833: ITANn TE1,ECpMDtC±NICAT'IbtiS SER'VICE3 r1C12fiF.h1ENT

PACE 52

Sche~lrsle 4.8 — Service Levets

10.1. server Availability

Service Level The percentage of time that the se~'ver'is mailableSet~i~e Level II)--

4?

Definition The percentage oftitne".that the system is aF~ailable for business operations.Service Measure Per~ormance'Target Sl. Performance (°/u)

Availability 24/7990 0°.o per: praductian Server9S.lo per. test Set~ver

Avaiiabitiry (%) ~ I OQ°lo ---~ Unavailability (%o)Where t3n~vai(ab lity is defined as :(Sum of Outage Duration x iQ0°,o}/((ScheduleTime -~ (Planned Outage))

FormuEaFor ct~riry, ,~,~~i?nreG autagp +.iin~ sha]l ::et be ~~~rue~ if Y!:e ;ever is ~a~ ~f a h uh,a~~ailablity system/cluster, ~~rhere the seriic~ provided by the server systemlciusterremains available

IVleasurenzent Irctervai Monthly

Reporting Period Monthly

Measurement Tool su~splied by the Contractor automatically records date and time stamps far each'Tool/Source Data activity wi#hint a process, including uptim~ and downtime data

Coi~nmvoF Sax Deco 554$33: IT A~7D ~~EI.F.COM`i[tNICATIOVS SFRViCESACREF.M1iF.NT

PAGE S

Seleedule 4. S — Service Levels

11. AFPLICATIONS SER'VIC:E LEVELS

11.1. Projecf'Management Plan Rework

Each Project Management Plan (PMP) rejection that requires revision, and`a}the .revision. is delivered during the Measurement Period; and b) the rationale

Service Levedfor rejection is either dui solely foContractor-TC~d[~d 15SL1ES, or a combinationof Contractor and Caugty issues

Service Levci 1D_~_ 4$

Project dela}~ in Business Hours due to Rejection and Revision of PMP.Tk~e number of Business Hours delayed is defined a~ the nu"tuber of businesshours from the C.ounty's notification date to Contractor ofa PMP rejectionthrough, and including, the County's receipt ~f Contractor's revised MP.As a part of the rejection process, the County will identify the category that therejection falls within., as well as the specific rejection reason:.1. "Contractor Caused Reasons for Rejecti6n (SL.A clock starts) must becategorized as:A. Project scope is incorrect based on county input document providedB. Contractor Math error

be~inition C. Contractor Schedule issueD. Contractor Fees applied incntrect(yE. Changes: made after "draft° review2. County Causetl Reasons for Rejection (SLA clock does notstart) -must be categorized as:A. County requested changes to scopeB. County requested changes to list of planned workproducts to be d~liver~tlC. PMP timeframe for approval has expiredD. County requested changes to business requirem~nfsE Time is Post solely due 4o contract disputes/reasons

Serv~ee Measure Performance Target SL Performance (%)Number of Busi~~ess Hours delayedduring Measuren~erit Period <I'arget The Target Baseline Total of Business

Schedule Baseline Total of County Business Hours decayed isHours delayed • 102 hours

LfJU[VTY OF SAN DIEGO .KiSAH3$: IT ANp TF,LEC(?~1MUNICA7'IONS SERVICES AGREEMENT`

1'AGE'Sd

Sc{rerlute 4.8 — Service Levels

Average Number of County Btisir~ess Eiours Delayed

stem of County business Haurs ~e(ayed on each applicable PMP in the

Measurement Period/number of PMPs

rbrrnuia ii ii►~ ~aiiuinie ic~r t'e,~r4ilu Ui a a ivir iS a c;ciizivtidiiu[i u~ u~l~'auiur a~au '

County issues, then the applicable Business Hours Delayed on the specificAMR for the purposes of this algorithm will be reduced by 50%, or as mutualty

agreed-talon by the parties.

1VleasurenientMonthly

I~fervaf

Reporting Period .Monthly

~easure►eYentMetric d~t~ is creat~ci by the Cc~ntr~ctar using Sera ce Request Tracking Sheets

1

COO;VTY OF SAN DIF;GO 55 833: I~t~ AND TELECAA1rifUlYICATIdNS SERVICES AGREE,r3EN'i'

!'AGE SS

Schedule 4.8 —Service .bevels

11.2. Service Request Schedule Performance---

~ach completed Service Request with an :approved PMP. Exclusions:• firm fixed }rice Service Requests

This SL will be in effect far each in-flighfi Service Request which had anSen~ice Level

~Rproved PMP prior to the implementation of this SL, Exceptions to thiswill be an a case-by-case bass and will be agreed appn .prior to the.irnplementatian of this SL.

Service i,evel ID 49

Service Requests completed within. last approved schedule excluding any

Definition non-approved project revisions as dEntified via formal change requestprocess.

Service Measure ~erform~a'nce Target SL k'er£ornn~nce (%)

Meet SPI targetSchedule Monday — Friday 6 a.rn. to b p,m,, SPI > 0.90

excluding the Gounry Holidays

`m' = multiptizr for ~'ee Adjustra~ent calculation. ̀ m' ='Q.OS

Fo►•mula `n' =factor far.T'ee Adjustment calculation. ̀n' - 16S U00~L fee Adjustzinent= m * (n1SPI2)

MeasurementMonthly

Interval

Reporting ~'eriod Monthly

Measurement Last approved schedule end SPITooUSource D~eta

('OG'IY7~' OF SAI~i DIEGO $S4H33t ~T AND ~1'ELECQTi,'NI3N[CAT(()N5 SER~'IC~S t~.lslt~EhT$NT

P~c~6

Sclte~lule 4 $ —Service Levels

11.3. Variance to A~pl catia~ Budget-- --

Service bevel Service Request Budget PerformanceService Level ID 50 ...~..~ _

Measuretn~nt of performance to budget and hoer tt~e ContraGtc~r meets itsDefinition projections excluding any non-approved project revisions as identified via

format chap e r~ uest rocess.Servece_10'Ieasure_ . Performan4e Target _ ____ -_

SI, Performans~ % ,Budget _._ t~,dherence to bt~d~;et CPI => 0.90

Formula`m' =Multiplier for fee reduction. ̀ m'=a.OSservice Level fee 1Z~dE~ction — m * {L,ast Apprpyed Badget / C~~}Eaca~ cornplefed Service Request tivith an approved Project Man~gexnent

1 I Flan (PMl~).

Exclusio~is:

m Firm fixed Price Service Requests

This Service Level shall lie in effect far each i«-flight Service Rearrest

Mcasurenientw'~~ich had an appeaved PMP prior fo the implementation of this Service

~~A~~~~1 .Level. exceptions to this shall be an a case-by-case basis and will be agreedupon prior zo tine im~ieineittatic~n o~ tfrs Service L,eve[.

The tykes ofcosts that are to be included in the budget and actua,tcalculations f~~-the Service Level are labor billed through resource ut~i~s as~defit~edin the Rgreement.

'The fee reduction upper. bound is the weighting percentage ofthe at riskpool.

Re ortin Period Mgntt~ly

Measurenaeat'~ooUSo~urce ~l~t~

~,ast approved budget and GPI

COUNTY Ql~ SAN DIEGO 554$33: [`f AAill'I~EL£COAtb1UN7f .iTIQNS SERVICES AG12EEiTENT

~'AG~: 57

Sclreciule 4.8 — Service Levels

11.4, Application Availability

Service Level: Measurement of service for general application availabilityService I.evc6 II): Sl

The percentage aFtime that_the application is av~i[able for normal businessoperations. Application en~rironments that have performance issues not1Definetion:~yith n control of the Contractor to correct and as detnonst"rated by theContz'actor will be eligible for an exclusion at the County CIO's discretion

Service Measure ~'erfortnance Ta~et SIa Perforraeamee (°/u)

~~~Availability ~I;vailable 2417~~~~ - ~--~~ 49.90%

P1, P2 and P3 applications7'afal available hours for P I I total hours in measurement period For P IAND

Formula Total availablehours for P~ J total hours in`measurement period for P2ANDTotal available hours for P3 /total. hours in lneasur~m~nt p~ridd fir P3

Measurement Intc~ival Mot2thlyReporting Period w MonthlyMeasurement Tool. supplied by the Go»tractor automatically records date and time stampsTool/Source Data for each activity within a process, including uptime and. downtime data

COU`NT1~ of SAN DIFGt► 534833: 1TAND "TELEC01431t~~ICA'CION3 SERVICES tIGREFMEN7'

P~Ge SR

Scheclrrle 4.8 — s'ervice Levees

11.5. 1Documentutian Update Ace~aracy

service Level: Measures adherence to update fihe Applications ~onfiguratian repository

--:and Application architectural documents

Service Level dl~: 52 'I

CUUY7'Y OF Si1N I?(ECO ~~~$3~: I'I'AVp TF:(.ECCIiAtMLNFCA7'IONS SERYICf,S At+(t~~:M[~;NT

PAGE 54

,Schedule 4, & —Service Le~~e1s

Projects that require updates to in-scope artifacts or repasitaries arerefreshed according to the established processIn scope. project itenns include:Architecture Documents: (PAIDs and IAIDs included)• Solution Design Docume~~ts required for:

o New implementation of an applicationa Upgrade of and existing applieatic~rio Tech Refresh.

s Architecture;Diagram5 required for:o New. Implementation of an applicatit~no Upgrade of at~d existing applicationo Tech Refresh

o TPAIt far new/modified firewall ruleo Third party IP address change

Specified Apps Manager fields: (C1nly PAIDs included)1. Support Bundle —Must be completed.2. Application Status — Current Status or Pending Status is set to

correct status3. P~•oduction Release Date --Is set to the date identified for the

change to be implemented4. NDSR -must be yes if an NDSR is identified during the

De~mition: project and reset to ̀ No' when the NDSR Period ofPerformance has expired.

S. Certificates (Ifnone-"None" in name field}a. Name - cannot be blankb. Type -cannot be blankc. Issuer -cannot be blankd. Expired Date - cannot'be blank'e. Issue Date - cannot be blankf. DXC Contact ~tnail - cannot be blank

6, Servers (X nunnb~r ofser~ve~s)a. 5crver Name - cannot be blankb. Server Environment - cannot be :blankc. Server Location - cannot be blankti. VLAN - cannot'be blanke. Server Purpose -cannot be 6~ank

7. 'Software (X items ofslw needed for the application}a. Name — updated/entry created if RFC identifies that

SW was installed, removed ar upt~ated.b. Version - updated/entry created if' RFC identifies that.

SW was installed, r~rnoved or updated..c. Vendor — updatedlentry created ii' RFC: identifies ihaf

SW was installed, removed or updated.8. Application AssociationstDependencies

a. PAID -updated/entry created if RFC identifies

GOpNTY Ow' SAN _DIEGO SS~A33: IT ANn TEL~COIl1Ht(fNK'AT((IN$ SERVICES AGRF,F.AIEN7'

PAGE 6Q

Schedule a.8 —Service LeveCs

b. App Name/Dependency Type,- ~~pdated/eritty createdif RAC identifies application assaeiati~t~,

c. ~Portfolia — updatedfentry created if RFC identFiesapn~i~~tit~~t ~SSn~aation:

9, Applicatian Interfaces

a. Name — updated/entry created if RFC identifiesinterface.

b, Descript an -updated/ent~y~ CTL1t8CI l~ RFC iCL~d1t1f1~Sinterface.

c. Type --updated/entry created if RFG identifiesinterface:

d. ~xequency ~ updatedlentry created if RAG identifiesinterface.

~ a. Msta. Name — updated/entry created if RFC idexitiftes new,

removed or updated MSI.11. Active Directory (AD)fService Accau~~t (SVG)

a, Name — updated/entry created if RAC identi£'ies ne~v,removed or updated Service Accpunt or AU Accoun#.

b. Type — updatedlentry created if RFC identifies ne~v,i~',',`s^;'v:~i ~r ~~r~riaYa~ri C~r;i,re ;~~r^~,%en.~ ̂ ur ATl Ayr~ni%nt

tiss 4ikJ Ca6tYb0.+ v

12. ~ocurnent'Link to .current Cort~guration Instructionsa. Doc Type.— must be cornpletedb. I~Iame —must be completedc. Link--must be completed and (inked dpcurnents most

be updated as validated by the ̀ Modified' date. in the.file properties of the configuration instructioci.

13. 1~c~curnent Link to current Tnsta(lation Instructionsa. I?oc Type —must be completedb. Name —:must be corr~pletedc. Link — rnust be completed and linked documents must

b~ u~dafed as validaked by the °̀Modified' date in theale properties of tha Installation Instractions.

14. Document Link to current Architecture.: Diagrama. Doc Type —must be cor►~pletedb. Name--must be completede. Link— rnust be completed and (inked documents must

be updated as valitlated by the ̀ Modified' date in the~[e properties of the Architecture Diagram.

'15. Uacurnenti link to current Solution I?esgn Documenta. I?oe Type — rr►ust be camplet~.db. Name -- must be com~letec~

c. Link —must be completed and [inked documents misthe;npdated as validated by the ̀ Modified' date in thefile-properties of the_ St~D.

~dUN7'Y OF Sr1N ~lEGO 4$~A33. t7~ AN6 ~EF,ECU~11~9L}NtCA7'(OYS SERVICES AGREF:M1tE.NT

F~1GF 61

Sc/teciate 4.f~ ~-Service Levels

Service Measure Performance Target ~ SL Performance (%)In Scope documents updated per.schedule. Schedule will be derivedfrom open actions during CRCB

Document updated readiness review. Readiness review 95%0items determined from the weeklyApproved RFG s spreadsk~eet used by-the CRCB.For documented RPCs Total in scope documents-and Apps Manager fields.completed correctly and those that met action due dates as idea# fled during

F'ornnulaReviewJtotal in scope documents and Apps Manager felds for documentedRF'CsEach in scope document is counted separately.

~~

Each in scope Apps Manager field is counted separately.

Measurementmonthly

In4erval

Reporting Period Monthly

Document and field compliance are rneasared and documented during the

Change cantrc~l process. The source date that triggers an eventto be in-scope

.for this SLA is the weekly Approved RFC's spreadsheet. The Gate Review

Coordinator resource dt~cuments compliant items and ftecessary actions in

the Gate Visibility Board and tracks to comp{etinn. Schedule is identified as

action date onthe Visibility board and 95°!o'afth~se fallo~~ up dates are nnet.Measurement Maxitnunn due date: is 15 business days frarn Apps Manager actionsTool/Source llata

identified. Fqr nsCances where a new or updated SDD or Architecture

diagram is required, the new/updated SDD or Architecture diagram would b~

submitted to EA for approval within 15 business days,

SI.A for each artifact is measured based on the identified completion monthof tie ]ast action due date for that artifact, not the Completion month of theassociated RFG.

CQUNTY OF SAIV DI~G~ 5548:13; IT AIVb'I'EL~:COn1MUN1~ATlOh`S SER~'IC.~S?1GCiEEIl4ENT

PAGE d2

Scltedrsle 4.8 —Service Levels

11.6. Application Respanse Time

Response Tune of the Flpplicat nn for End-User to include a!1 functions of

cam: T the Application. Appl eatic~n environments that have peri'ormance issues rtot. ,;~,_ ~ v,Rrwithin oontcol of the Confractar to correct and as demonstrated by theContractor will be eligible for an e~ctusion at tlZe County CIU°s discretion

Service Level ~D 5~

i)e~nition Ef'feetive Resp~r~se li me for Fnd-Users accessing the ApplicationService Measure Performance Target SL Perforrt~ance (%)

Response TimeFtes~on~c: 'Dime 2~/7 Ag~rcgate 98°l0

_...__ <2 seconds Per Applicatia~~ 95°fo daily

~'ormul~n~ Performance =transactions completed within required timeltotal

~~ ~~.N~e~_transactions

~n~thly

_ _1Vieasurerra~nty nterval

Reporting Period Monthly

MeasurementMeasured at the end-User, given the close proximity td the Appiicatian

TooUSource Da#aprocessing C~acatiol~ and to account for network issues. Tlie current

`measurement tool is netyvark t~robes, rentaced by ~1.YM after deolovment

CptiN'T'1~' QE' SAN DISCO $54$33; IT AYA ~1`F:I:EC6h1S7UttitCATtONS SER1'(CES AGRE.Fl1#~:NT

P.aGe 63

Scl:edr4Ce 4.& —Service Levels

11.7. Root Cause Analysis Action Closure

_ ..~Serviee Level Koot Cause Analysis Corrective and Preventative Action CompletionService Level ID ~S---

DefinitionClasure of identified corrective and preventative ~ctians from Root CauseAnalyses (SI.A 24)

Service Measure Performance Target 5~.. Performance (%)

- ~VyElapsed Time to ~ Actions closed within published timeframe g~o~pproduce RCA report (subject to t7rutual agreem~ilt)

Number of instances within Per~armance T`arget/total number of instancesduring Measurement Interval

Foa~mula

For clarity— actions. requiring CoSi,? approual/support may. be excluded.subject to mutual apre~ment.

Measurement~ol~thlyInterval

Reporting Period Monthly

MeasurementMeasured by the Problem nnanagerrient systemTooUSc~urce Data

Cot~nra~~Y aF SAx AtECt~ SS~833: ITnnn ~I~EI.ECbM1i1~tUNICA7'tQ~9 SEf2VICES AGREEIltENT

PACE~~

Scltedtde 4.8 —Service Levels

12. TRANSITIQN SEtt'VICE LEVELS

The County recagniz~s that transitianing from one primary Contractor to another ~•equ res a unique level of

cooperation and facilitation 6etwe~n the LegacyProvider and the ~oz~tractor In general, the Contractor will assume

respans biliCy far Service Framework-specific Service Levels upon Cutaver of the applicable Service Framework.

The Contractt~r will trot be responsible .for Service Levels (or portions of Service; ~.evels) '.relating to Seruice

Eram~works that xre not within. its control. Fir ̀Service Levels that span Service Frameworks (e.g., Break-Fig

Service Levels}, the Contractor shall have r~spc~nsibility ~vlien tl~e ~x is within ~ Service Fraame~vork for which the

Contractor has already assumed cat~tral and responsibility..

I3. ~PECI~#L ~~QUI[2~M~NTS

In addition t~ Service L,e~els, Contractor shall comply with the Special Service Levels speared in Schedule 4.8

Services Levels - Exhibit 4.8-1 Special Service Levels.

A~i. ii~'Y Wtif~h l..if~i➢i i' A AFfi.~: g.' XAi~li't,~;~

SL,A 36 b and 36 c shall compute SI,,A credits based an the following table.

Network Availability; allow t failure for availability target every 100 sites (rounded up)

Q% of a[locat~d weight if# of failures is less than or equal to allowable failures

2S% of allocated weight iF#? cif failures exceeds allowable failures

SO°lo afall~cated weight if # Offailures exceeds 2x allowable failures

l Op% of allocated weight: if # of failures exceeds 3x allowable faituras

For clarity, If the number of sites is I to 1.00, the allowable failure count is l,; If the number of sites is l Q l to 2QQ,

-the allowable failure count is 2; tf the number of sites. is 201 to 300, the allowable Caiture caur~t is 3, etc.

examples based on 125 TI sites atxd 171 Fiber sites (1 allowable failure for T1, 2 allotivable failures for Fiber):

Exa~x►ple #1 One "Fiber" location does not meet its individual availability target; no ST.A credit is due tc~ the

County

example #2 Three "Fiber" (ocatioas da not meet their individual availability targets; are SLA credit Qf 25% of

the allocated r~veight is due ka the County

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PA~:k. 6S

Sc{iedule 4,$ --.Service Levels

Example #3 Three "Fiber" locations de r►ot meet their individual availability tar~eta and three "Tl" locationsdo nat meet their individual availability targets; an'~LA credit of 75°fo of the allocated weight is due to the County

Example #4 Three "Fiber" locations do not meet their individual availability targets; six "TI"locations do not,

meet,their individual availability targets; an SLA credit of 100% ofthe allocated weight is due tia the County (25°l0

+ I00%o; however the maximum credit due is capped at 140% t~f the assigned weight)

~+ ND +pF SCHEDiJL~

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PACe 6d