Appendix 6 – Service level goals
September 2015
Open procedure
regarding
CONTRACT FOR DELIVERY AND IMPLEMENTATION OF
AN IT-SYSTEM FOR PLAGIARISM CONTROL, INCLUDING
OPERATIONS AND RELATED SERVICES
Aarhus University
Procurement
Fuglesangs Allé 26
8210 Aarhus V
Case-no. 105050
Contents
1.
Introduction .................................................................................................................................................. 4
2.
Service targets for response times ............................................................................................................... 4
3.
Performance ................................................................................................................................................. 5
4.
Service targets for System support .............................................................................................................. 6
5.
Service targets for response times for rectifying defects ............................................................................ 6
6.
Availability (Operating efficiency) ............................................................................................................... 7
7.
Non-compliance with service targets for support and corrective action in case of Defects or Faults ..... 8
8.
Total maximum Customer compensation ................................................................................................... 8
9.
Service level goal concerning new Versions and Releases ......................................................................... 9
Case-no. 105050
Instruction to the Tenderers
This Appendix 6 governs the service level goals for the IT-system for plagiarism control.
The Tenderer should:
-
Fill in the yellow marked service target for max response tine in section 2,
-
Fill in the yellow marked response box in section 3 concerning performance with “Yes”, “Partly”
or “No” as requested and insert a further description of the offered, and
-
Insert the offered System availability (Operating efficiency) in section 6 (in the yellow marked
response boxes)
Except from the above mentioned this Appendix constitutes a minimum requirement and no
reservations can be made.
The Tenderers completion of this appendix in the yellow marked response boxes will be assessed in
accordance with the sub-criterion “Time schedule, method and Process”.
Guidance text is in italics with yellow marking. This text will not form part of the final Contract.
This section under the heading "Instruction to the Tenderers" will not form part of the final Contract.
Case-no. 105050
1. Introduction
This appendix defines the service level goals with service targets to be complied with by the Supplier from
the Acceptance Date.
Definition
Daily time:
Business Days Monday to Friday 07.00 to 18.00 (Danish time).
2. Service targets for response times
‘Response time’ is the interval from the time the user issues his command to the time the user sees the
result and can enter a new command.
‘Command’ is the message sent to the System when an enter/return key, function key, mouse click or
equivalent is activated.
The System must be designed and the operating platform dimensioned so that the service targets below
can be achieved.
Transaction type
Examples
Simple transaction
with low complexity
Hide an assignment/make it
confidential in the database of
assignments in the system
Service target for
compliance, %
90%
Service target
for max.
response time,
sec.
Requirement:
2 sec.
Offered response
time:
To select and deselect sources in an
analysis
XX sec.
Open an analysis from link
[To be completed
by the Tenderer
by replacing “XX”
above with the
offered response
time]
Medium transaction
with medium
complexity
To run a new analysis after new
sources was chosen
To deselect sources before an
analysis is made
90%
Requirement:
4 sec.
Offered response
time:
XX sec.
[To be completed
by the Tenderer
by replacing “XX”
above with the
offered response
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time]
Complex transaction Delete assignments if needed
with high complexity Scanned documents – needs OCR
text recognition
90%
Requirement:
6 sec.
Offered response
time:
XX sec.
[To be completed
by the Tenderer
by replacing “XX”
above with the
offered response
time]
2.1. Measurement and assumptions for response times
Compliance with required response times must be measured while the System is operating under normal,
daily load and conditions. The response times will be measured on a PC connected to the Customer’s LAN
via cabled network. The PC is a laptop running Windows 7 with at least an Intel Core i5 processor and at
least 4 GB RAM installed or an equivalent MacBook running OS X.
Other programs will not be started on the PC while response times are being measured.
The measurements will be carried out on a PC inside the Customer’s firewall. Since the System is hosted
externally, response times will be measured on a PC in the external operating environment.
2.2. Non-compliance with response times
Non-compliance with service targets for response times is considered a defect according to the definitions
below and must be rectified in accordance with the service targets for defects.

Service target exceeded by 200% or more: Critical defect

Service target exceeded by 50–200%: Major defect

Service target exceeded by 0–50%: Minor defect
3. Performance
A description of the performance of the System with focus on:

General request times
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
Peak performance response times
- in addition to the service level goals follow from the box below:
Title
Requirement
1
Performance
In addition to the service
level goals the Supplier
should allocate resources
to ensure a stable
performance of the
System
Degree of
fulfilment
(Yes/Partly/No)
[To be completed
by the Tenderer
Description of Supplier’s
fulfilment
Insert either
“Yes”, “Partly” or
“No”]
The description could include a
description on how resources can be
dynamic allocated to the System as
needed in respect to maintain
performance and stability of the
System
[Please insert description of the
offered subject to the requirement]
4. Service targets for System support
The Supplier must provide second-line support for using the System and provide the Customer with other
advices, cf. Appendix 6.
The service level goal for response times for the Supplier’s:

Web-form or e-mail queries must be answered within 24 hours.
Compliance with the service target will be calculated on a calendar month basis.
5. Service targets for response times for rectifying defects
When the Customer reports Defects and Faults to the Supplier, or the Supplier otherwise registers a
problem with the System, the Supplier must respond within the service level goals subject to the table
below.
Description
Definition
Response time for
start of corrective
action
III. Critical
Defect
A Defect which means that all or central parts Two hours within daily
of the System are unavailable to multiple
time
users and/or that a critical functionality
cannot be used or that critical pages cannot
be displayed.
II. Major Defect A Defect which means that a critical
functionality is unavailable to multiple users
or can only be used with great difficulty.
Four hours within daily
time
I. Minor Defect
One working day
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A Defect which means that a small number of
functions are unavailable to users or can only
be used with difficulty and/or there is limited
functionality.
The response time for start of corrective action is calculated as the interval between the time when the
Supplier receives notification of the Defect from the Customer or independently registers the Defect to the
time the Customer receives notification from the Supplier that remedying and corrective action has begun.
The Supplier must continue to remedy Critical Defects – including outside the Supplier’s normal working
hours – until the defects have been resolved.
Against the basis of contacts made by the Customer the Supplier must keep a log of reported defects,
specifying defect status and repair time.
6. Availability (Operating efficiency)
The following service level goals concerning availability (operations efficiency) apply from the Acceptance
Date:
Availability (operations efficiency)
Time frame
Availability (operations efficiency)
Hours 07:00 – 22:00, all days
XX,X % availability (operations efficiency), within a month.
Requirement: 98,0% Availability (Operating efficiency) within
a month
The Tenderer shall insert the actual offered System Availability
(Operating efficiency) by replacing the ‘XX,X’ above
Hours 22:00 – 07:00, all days
XX,X % availability (operations efficiency), within a month.
Requirement: 90,0% Availability (Operating efficiency) within
a month
The Tenderer shall insert the actual offered System Availability
(Operating efficiency) by replacing the ‘XX,X’ above
The System must, however, be designed for service 24 hours a day, 365 days a year.
The values stated are calculated excluding agreed down-time or service windows.
The agreed operating time for the System is the Daily time period.
Availability (Operating efficiency) is measured for the System as a whole, and the efficiency percentage is
calculated on a monthly basis as follows:
Available operating time x 100 %
Agreed operating time
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‘Available operating time’ means the agreed operating time minus the time when all or part of the System
cannot be used due to a Defect in the operating environment or a Defect in the Critical or Major Defect
category; see section 5. Agreed service windows do not count as unavailable time.
Conditions concerning service windows follow from Appendix 5.
The Supplier is responsible for calculating the Availability (Operating efficiency). This will be measured
and calculated for one calendar month at a time (‘measuring period’).
Availability (Operating efficiency) in the period from the takeover date to the first day of the following
calendar month will be calculated proportionately.
If the Availability (Operating efficiency) calculated for a one-month period does not meet the agreed
service level goal the Customer will be entitled to a reduction in the monthly Service Delivery fee.
For each percentage point or part thereof by which the calculated Availability (Operating efficiency) falls
short of the agreed target, the total Service Delivery fee for the relevant period will be reduced by 10%.
7. Non-compliance with service targets for support and corrective action in
case of Defects or Faults
7.1. Service targets for support
The Customer is entitled to a penalty of DKK 500 for every occasion that the waiting time for requested
web or e-mail support exceeds 24 hours.
The penalty will be calculated monthly, and the total penalty for non-compliance with response times for
requested support can amount to a maximum of 5,000 DKK per month.
The Supplier is responsible for documenting compliance with response times.
7.2. Service target for corrective action in case of Defects or Faults
The Customer is entitled to a penalty if the guaranteed response times for Defects or Faults are exceeded.
The penalty will be calculated monthly and is computed as the number of hours or part thereof by which
the response time for rectification is exceeded, multiplied by a fixed amount per category of Defect or
Faults as follows.
Defect category
III. Critical
II. Major
I. Minor
Amount, DKK
1,000
750
500
The penalty for non-compliance with response times for rectifying Defects or Faults may amount to a
maximum of 50% of the monthly Service Delivery Fee.
The Supplier is responsible for documenting compliance with service targets.
8. Total maximum Customer compensation
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The Supplier’s total monthly compensation to the Customer in the form of penalties and reduced Service
Delivery fee may comprise a maximum amount equal to the monthly Service Delivery Fee.
9. Service level goal concerning new Versions and Releases
New Releases must be made available to the Customer in accordance with the Contract, including
Appendix 5.
If a delay in providing the Customer with a new Version or Release causes minor Defects in the System, the
Supplier must rectify this immediately and pay a fee of 5% of the monthly Service Delivery fee per started
week.
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