To ensure timely and accurate diagnosis and resolution (or acceptable temporary fix) of incidents affecting the Commuter Rail IT Environment.
Definition
A Severity Level 4 incident is successfully addressed when the incident has been fixed or a temporary workaround acceptable to the MBTA has been implemented within three (3) Business days of being reported; provided, however, that where a response and resolution of an Incident Communication by an MBTA customer is at issue, the MBTA shall have reasonable discretion to modify such three (3) Business day period, and the applicable period shall be as directed by the MBTA.
Method
Data Capture
Operator designated Issue Tracking Portal will capture data.
≥ 90% of Severity Level 4 incidents for Supported Systems are fixed or a temporary workaround acceptable to the MBTA has been implemented within three (3) Business days of being reported.
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.
Time to Meet Service Level
Time to Meet Service Level
Upon Activation of Commuter Rail IT Environment.
Severity Level 5 Resolution or Temporary Fix
Severity Level 5 Resolution or Temporary Fix Service Level Specifications
Service Category
Problem Resolution
Objective
To ensure timely and accurate diagnosis and resolution (or acceptable temporary fix) of incidents affecting the Commuter Rail IT Environment.
Definition
A Severity Level 5 incident is successfully addressed when the incident has been fixed or a temporary workaround acceptable to the MBTA has been implemented within five (5) Business days of being reported; provided, however, that where a response and resolution of an Incident Communication by an MBTA customer is at issue, the MBTA shall have reasonable discretion to modify such five (5) Business day period, and the applicable period shall be as directed by the MBTA.
Method
Data Capture
Operator designated Issue Tracking Portal will capture data.
Measurement Interval
Monthly
Responsibility
Reporting Period
Monthly
Hours of Support
7x24x365
Resource Range
N/A
Service Level
Service Level
≥ 90% of Severity Level 5 incidents for Supported Systems are fixed or a temporary workaround acceptable to the MBTA has been implemented within five (5) Business days of being reported.
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.
Operator Service Center and Incident Communications Response and Resolution
Objective
The Operator will ensure that Operator Service Center and Incident Communications Response and Resolution are provided at all times with high quality and consistency and in accordance with applicable Service Levels set out in Section 17 (Operator Service Center), Section 18 (Interactive Voice Response), and Section 19 (Response and Resolution of Incident Communications) of this Schedule 3.18 ("Service Center SLAs"). A Satisfaction Survey will measure the efforts of the Operator to deliver a consistently high level of telephone and other support for such purposes.
Definition
The "Satisfaction Survey" will rate User satisfaction and quality of the Services provided by the Operator.
Method
Data Capture
The Satisfaction Survey will be based on a scale of one (1) to five (5), with one (1) being worst and five (5) being best level of satisfaction. The results will be calculated by the Operator and audited by the MBTA for accuracy. The target audience of this survey will be every fifth User of Services provided by the Operator, selected automatically by the Service Desk system. The Operator will make the raw Satisfaction Survey data available to the MBTA upon request. The MBTA shall provide the questions for the survey to the Operator, though the Operator may add additional questions with MBTA approval. Scale definition is as follows:
Statistically significant, random sample of Incident Communications on a monthly basis, or at the MBTA's direction.
Responsibility
Reporting Period
Monthly
Hours of Support
7x24x365
Resource Range
N/A
Service Level
Service Level
The total average score for Satisfaction Survey is 4.5. In the event that the number of surveys received is deemed statistically insufficient (i.e., if the number of surveys is less than 25% of the total number of resolved tickets), then Service Center SLAs shall be used as a proxy. In the event that the number of surveys is insufficient as above then the Operator shall be assumed to have failed this SLA if it fails to meet over 50% of all Service Center SLAs.
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.
REPORTS, PLANS AND OTHER DELIVERABLES.
Timeliness
Timeliness
Service Level Specification
Service Category
Applies to any report, plan, required written information or other contractual deliverable with a specified due date and/or time (each, a "Time-Constrained Report") including, but not limited to, those set out in Appendix 1 (Operator Deliverable Requirements Lists) to Schedule 3.14 (Reporting and Submittals). The period of delay in delivery (in hours during a Business Day) of a Time-Constrained Report, unless the Operator has obtained a written extension of the applicable deadline for the Time-Constrained Report.
Method
Measurement Interval
24 hour period from morning to evening.
Responsibility
Reporting Period
Daily
Hours of Support
7x24x365
Service Level and Service Credits
Service Level and Failure to Achieve Service Level
A delay in delivery of any Time-Constrained Report of more than 2 hours and less than 6 hours
Sev 5 Service Credit
A delay in delivery of any Time-Constrained Report of 6 or more hours
Sev 4 Service Credit
Time to Meet Service Level
Time to Meet Service Level
Upon Activation of Commuter Rail IT Environment.
Accuracy
Accuracy
Service Level Specification
Service Category
Percentage of errors allowed in the Operator's report.
Method
Measurement Interval
The number of errors in any Time-Constrained Report as well as any other report, plan, required written information or other contractual deliverable (excluding typographical errors) that involve substantive content and meaning ("Content Errors"). The term "Content Errors" expressly excludes obvious typographical errors.
Responsibility
Reporting Period
Monthly
Hours of Support
7x24x365
Service Level
Service Level
100% (i.e., No substantive content missing and no material errors present)
Ability to test restoration and backup of the Commuter Rail IT Environment (or relevant portion) in the event of a disaster or major system failure.
Definition
Testing of restoration capability is deemed successful when the system passes a minimal scope test (for example, selecting certain random files for restoration and log examination) and full coverage is assured.
Method
Data Capture
Random file tests; and log extractions and functional/operational tests of the Commuter Rail IT Environment.
Measurement Interval
Monthly
Responsibility
Reporting Period
Monthly
Hours of Support
7x24x365
Service Level
Service Level
Successful tests 100%
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 1 Service Credit.
Time to Meet Service Level
Time to Meet Service Level
Upon Activation of Commuter Rail IT Environment.
System Restoration
System Restoration
Service Level Specification
Service Category
General Services
Objective
Restoration of the Commuter Rail IT Environment (or relevant portions) in the event of a disaster or major system failure (each, a "System Failure")
Definition
Restoration deemed successful when the system is operational in compliance with the Documentation and applicable Service Levels after a disaster occurs.
Method
Data Capture
Full operation of the system in compliance with all applicable Service Levels and otherwise meets the MBTA's expectations.
Measurement Interval
Per incident.
Responsibility
Reporting Period
Per incident.
Hours of Support
7x24x365
Service Level
Service Level
Successful restoration of operational capability within two (2) hours of the disaster incident.
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 1 Service Credit per System Failure.
