Annex XVIII:
Lot 1: Service Level Agreement and Key Performance Indicators (KPIs)
Objective
The tenderer has to provide a Service Level Agreement (SLA) that describes its proposal to deliver
the required services in the tender specifications. The proposed SLA will be assessed in the technical
evaluation of the tenderer’s offer.
The tenderer’s proposal for a SLA is considered as a formal commitment to provide the services in
accordance with it. In case of contract award, the SLA proposed by the tenderer will become part of
Annex II to the FWC to be signed.
The SLA is to be used by the Project Officer and the Contractor for the management of the service.
Although these two parties are the main players involved in this SLA, the terms of the present SLA
also apply to all sub-contractors to the Contractor involved in the service.
Key Performance Indicators (KPIs)
This draft Service Level Agreement describes the minimum expected level of service and set of key
performance indicators to be followed by the contractor during the contract implementation. The
tenderer is expected to propose a SLA containing at least the suggested indicators and targets
confirming or exceeding the minimum levels. The tenderer may propose additional indicators when
applicable.
For each of these indicators, a level of performance is defined, representing the minimum level of
service to be provided. The means of measuring these performances are also defined, as for the
appropriate methods for calculating and levying financial liquidated damages for any possible failure
to achieve the minimum levels.
All KPIs will have the following attributes:
KPI Attribute
KPI Attribute Description
KPI Id:
Represents the KPI Identifier
Indicator
Name of the KPI
Definition
Describes the context and requirements of the KPI
Calculation
Describes how the data is collected to compute the value of the KPI and the
calculation formula
Threshold
Value of the KPI calculation to be matched
Damage points
Number of KPI damage points applied for deviations from the threshold
Reporting on the SLA implementation
Poor performance of the Contractor shall be recorded on a monthly basis.
Within the scope of each specific contract/order, the contractor is required to present in a SLA
implementation report the concrete figures of his activities for each relevant performance indicator
for the reference period (e.g. Interim Progress Report or Final Report), summarised sector and global
total points, the state of the applicable threshold and the final result of points against the threshold.
The sum of KPI damage points defines the performance of the contractor under the SLA.
The template of the SLA implementation report will have to be agreed with the Contracting
authority.
Application of liquidated damages for poor performance
For each case of poor performance the contractor shall be attributed with the corresponding number
of points as defined in the SLA. Should damage points be incurred by the contractor during the
reference period, they will be used to calculate the relevant liquidated damages in accordance with
the formula defined below.
By derogation from Article II.12, for each reference period the number of KPI damage points
incurred by the contractor under the SLA will be used to calculate the value of the possible
liquidated damages.
Should the number of KPI damage points be two hundred (200) or more for the reference period,
the liquidated damages shall be applied in accordance with the following formula:
Liquidated damages =
KDP
200
x
Invoiced amount
200
Where:
Liquidated damages are the liquidated damages calculated for the reference period;
KDP are the total number of KPI damage points incurred by the contractor under the SLA in
relation with the concerned invoice (interim or balance payment);
Invoiced amount is the amount invoiced in the concerned period (interim or balance payment).
The liquidated damages may not exceed twenty per cent (20 %) of the total value of the service as
indicated in the order/specific contract.
The amounts of the liquidated damages applied by the contracting authority shall be directly
deductible from the respective payment invoiced by the Contractor. The Contractor will issue a
credit note for the corresponding sum.
Overall Performance and Quality KPIs
ID
Indicator
Definition
Calculation
Damage
points
0 working
days
Minimum 10
per working
day
KPI-1
Punctuality of
reports/deliverables1
Every report/deliverable will have an agreed deadline, which may
be extended in duly justified circumstances. A deliverable is on
time if its delivery date matches its due date. Delays are counted
in whole days, irrespective of time of the day. No delays are
tolerated.
KPI-2
Quality of
reports/deliverables2
All reports/deliverables are subject to acceptance (with or without Count of rejections per
reservations) or rejection by the contracting authority, within the report/deliverable
specified deadlines. Only one rejection3 is possible before the KPI or
threshold is exceeded.
Measured by Project
Officer
1 rejection
Minimum 100
per rejection
KPI-3
Provision of the
takeover report
10 working days before the end of the takeover period. This KPI Retro-planning:
is only measured once, at the end of takeover.
comparison of delivery
date against due date
Take-over plan
Clean
acceptance of
the takeover
Minimum 1
000 per each
rejection
KPI-4
Provision of the
handover report
5 working days following the end of the handover period. This Retro-planning:
KPI is only measured once, at the end of the Framework Contract. comparison of delivery
date against due date
Hand-over plan
Clean
acceptance of
the handover
Minimum 1
000 per each
rejection
1
Retro-planning:
Comparison of
delivery date against
due date
Threshold
This KPI applies to all specific orders/contracts to be signed during the implementation of the FWC
See footnote 1
3
Rejection of a report/deliverable will be applicable if significant modifications are required. Number of comments and minor modifications are not to be
considered as rejection.
2
Hosting KPIs4
ID
Indicator
Definition
Calculation
Threshold
Damage
points
Availability refers to the percentage of time that a service is
available to its users for the duration of the reference period.
 A service is considered as “available” at a given moment
in time when the user is provided with access to those
services within a threshold of 20 seconds and the services
and applications have the expected behaviour.
 A service is considered as “unavailable” at a given
moment in time when any such event takes place:
o Connection refused
o Any server failure (5xx or similar message)
o Expected behaviour not met (includes 4xx
messages)
o More than 1 consecutive Socket timeout (20 sec)
If an event listed under bullet points 1-3 is encountered just before
or after a socket timeout then also the first socket timeout is
counted as NOT OK.
Availability will be
expressed in
percentage of time the
service is available
within the reference
period ( 1 month)
99.5 %
availability of
the service
during
working hours
Minimum
100 per
0.01% below
target
Response time refers to the time the system takes to deliver a
response to a request. Response time shall be less than two (2),
(4), (8) seconds to display a random page.
Cacheable pages: expected level of performance 2 sec
Non-cacheable pages: expected level of performance 4 sec
Transactional services: expected level of performance 8 sec
Performance will be
expressed in
percentage of values
"response time ok"
within the reference
period (1 month)
Hosting Service –H - Production System
This includes any system supporting production services
KPI-H-1
KPI-H-2
4
Availability of
service
Performance of
systems
The KPIs apply to specific contracts/orders covering the hosting services for the website
To be measured in the
Monthly Hosting
Report.
98.9%
availability of
the service
outside
working hours
95 % of
responses
within
maximum
response time
Minimum 50
per 0.1%
below target
Monthly Hosting
The response time will be regularly checked. Only samples within Report
the maximum response time will be considered "ok". Samples
above the maximum response time will be considered "not ok".
Web Maintenance KPIs5
ID
Indicator
KPIWM-1
Corrective
maintenance
Definition
Timeliness on resolving anomalies through Corrective maintenance
requested by the contracting authority or detected by the contractor.
Within a reference period of one month, the percentage of corrective
maintenance requests handled within the agreed time period is calculated.
Calculation
Incident management
tool: comparison of
delivery date against
due date
The performance targets will depend on the priority of the call initially set
Web maintenance
by the contractor/contracting authority. The priorities are:
 Urgent: for anomalies preventing end-users from doing their work monthly report
and related to the Critical and Major service classes.
 Normal: for anomalies causing deterioration of service quality for
end-users and related to the Critical and Major services or
preventing end-users from doing their work and related to other
service classes.
 Low: all others
Threshold
Damage
points
Urgent priority
anomalies:
80% resolved
or bypassed
within one (1)
working day
Minimum
400 per
working day
Normal
priority
anomalies:
80% resolved
or bypassed
within three
(3) working
days
Low priority
anomalies:
80% resolved
5
The KPIs apply to specific contracts/orders covering web maintenance services
Minimum
200 per
working day
Minimum
100 per
or bypassed
within fifteen
(15) working
days
KPIWM-2
Incident
management
response time
The contractor must respond promptly to all issues assigned to them in the
incident management tool. For each issue, the contractor must acknowledge
reception and initiate assessment by confirming the due date or proposing a
new due date.
Incident Management
tool: hours between
assignment of new
issue and update of
issue status
working day
2 working
hours
Minimum 5
per extra
working hour
0
Minimum
1 000 per
data loss
incident
Web
maintenance
monthly report
KPIWM-3
Data loss
A data loss incident is identified as a specific case for which data has been
lost and cannot be recovered by any means.
Data loss is measured by the number of data loss incidents. An incident is
considered as a data loss incident when:
 Data cannot be restored without assistance of another party;
 Data which was received outside the rolling forward backup
window of 15 minutes cannot be restored.
Individual
incident
report to the Project
Officer