To ensure Availability of all LANs and WANs established by the Operator such that end-user accessibility to Software and servers is not interrupted.
Definition
LANs are those local area networks providing an infrastructure and network type service. WANs are those wide area networks providing an infrastructure and network type service.
Method
Data Capture
System-monitoring tools and Issue Tracking Portal which will monitor that portion of the Network for which the Operator has responsibility.
Measurement Interval
Daily
Responsibility
Reporting Period
Monthly
Hours of Support
7x24x365
Resource Range
LANs and WANs.
Service Level
Service Level
LAN/WAN Availability for Priority Sites is 99.9% or greater.
Service Credits
Failure to Achieve Service Level
In each case of a failure to achieve this Service Level for Priority Sites, the MBTA shall be entitled to recover a Sev 2 Service Credit.
To ensure that network performance for any network or segment of the System established by the Operator satisfies the MBTA's business needs.
Definition
Network Response Time is the delay in time between any two points of connectivity within the Commuter Rail IT Environment (or between the Commuter Rail IT Environment and the MBTA Internal IT Environment) network infrastructure. The amount of time that elapses between (a) a user-initiated remote request, and (b) the response to said request received from the destination component. The elapsed time constitutes a roundtrip event. Utilization is defined as the current percentage of aggregate traffic over a circuit relative to the total capacity of the circuit.
Method
Data Capture
Network Response Time shall be measured by the network monitoring and performance tools and periodic manual checks for that portion of the Commuter Rail IT Environment. Utilization metrics shall be determined from the network components themselves. Peak moments shall be defined as limited bursts of extreme traffic that is temporary, less than two (2) minute duration, and random.
Measurement Method
Burst test on demand by the MBTA or as regularly scheduled. Testing method shall ensure sufficient checks over a period of time, one (1) hour minimum, to rule out peak occurrences.
Responsibility
Reporting Period
Daily, Weekly, Monthly
Hours of Support
7x24x365
Service Level
Service Level
99.99% up time ≤ links supporting Mission Critical Availability
99.9% up time ≤ links supporting Mission Support Availability
Network Response Times are less than 60 milliseconds. If there is a failure of this Service Level, then a Sev 2 Service Credit.
The network is considered unhealthy if the average non-peak utilization is above 60% or if Peak utilization exceeds 80% of aggregate capacity. This is deemed a Sev 2 Service Credit.
If the Network is confirmed unavailable, then a Sev 1 Service Credit.
If there is Permitted Downtime, then no Service Credit will apply.
Time to Meet Service Level
Time to Meet Service Level
Upon Activation of Commuter Rail IT Environment.
Response Time - Commuter Rail IT Environment Access Times.
Commuter Rail IT Environment: Capability of the Operator's internal network to respond to user activity.
Method
Measurement Interval
Number of hours that the Website is operational and is capable of displaying all required links, screens and forms; accepting, processing and recording all required patron input; processing all valid payment types for MBTA Fare Media purchases; initiating order fulfillment for MBTA Card purchases; and generic use of web services/applications via mobile devices or network-provided medium.
Responsibility
Reporting Period
Daily service
Hours of Support
7x24x365
Service Level
Service Level
Mission Critical Availability ≥ 99.99%
Mission Support Availability ≥ 99.99%
Service Credits
Failure to Achieve
Service Level
In each case of a failure to achieve this Service Level, the MBTA shall be entitled to recover Sev 4 Service Credit.
Time to Meet Service Level
Time to Meet Service Level
Upon Activation of Commuter Rail IT Environment.
Aggregate Network Latency.
Aggregate Network Latency
Service Level Specification
Service Category
Latency for the aggregate network.
Method
Data Capture
Operator system logs and the designated Issue Tracking Portal.
Measurement Interval
Latency will be measured by averaging samples taken during a calendar month.
Responsibility
Reporting Period
Monthly
Hours of Support
7x24x365
Service Level
Service Level
Aggregate network latency will not exceed a core data center network latency of thirty (30) milliseconds plus an advance hosting provider internal backbone network latency of fifty (50) milliseconds, or a total of eighty (80) milliseconds.
Service Credits
Failure to Achieve
Service Level
In each case of a failure to achieve this Service Level, the MBTA shall be entitled to recover a Sev 3 Service Credit.
To ensure timely implementation of Updates to the Commuter Rail IT Environment.
Definition
The time between (a) the date upon which the Update is made available for installation, and (b) the date the Operator completes the implementation of the applicable Update into the Commuter Rail IT Environment.
Method
Data Capture
Audit
Measurement Interval
Daily
Responsibility
Reporting Period
Monthly
Hours of Support
7x24x365
Service Level
Service Level
High Risk or Survivability-Related Updates: 2 days
All other Updates: 90 days
Service Credits
Failure to Achieve Service Level
In each case of a failure to achieve this Service Level, the MBTA shall be entitled to recover a Sev 2 Service Credit.
To provide the MBTA with timely access to information from the Operator.
Method
Measurement
Interval
Begins when the Operator receives an official request for information from the MBTA. Ends when the Operator sends a response, provided that the MBTA's request is for information that is not the subject of a database query.
Responsibility
Reporting Period
Monthly
Service Level
Service Level
The Operator responds within six (6) business days with the requested information.
Service Credits
Failure to Achieve Service Level
In each case of a failure to achieve this Service Level, the MBTA shall be entitled to recover a Sev 2 Service Credit.
To provide the MBTA with timely access to data stored in databases hosted by the Operator.
Method
Measurement
Interval
Begins on the submission of the query to the database;
Ends upon a return acknowledgement.
Responsibility
Reporting Period
Monthly
Service Level
Service Level
One-hundred (100) milliseconds from submission of query until return acknowledgement.
Service Credits
Failure to Achieve Service Level
In each case of a failure to achieve this Service Level, the MBTA shall be entitled to recover a Sev 4 Service Credit.
Time to Meet Service Level
Time to Meet Service Level
Upon Activation of Commuter Rail IT Environment.
Timely Data Entry by the Operator
Timely Data Entry by the Operator
Service Level Specification
Objective
To ensure data and records are up-to-date. The Operator shall accomplish data entry, ticket entry and other necessary inputs to the Commuter Rail IT Environment of the Operator and the MBTA.
Method
Measurement
Interval
Begins on the Operator's receipt of the information at issue;
Ends on upload of the information to the relevant system.
Responsibility
Reporting Period
Monthly
Service Level
Service Level
90% of entries completed within twenty-four (24) hours of the Operator's receipt of applicable information.
Service Credits
Failure to Achieve Service Level
In each case of a failure to achieve this Service Level, the MBTA shall be entitled to recover a Sev 4 Service Credit.
