| Major Deliverable: 1. Reliable and secure telecommunication services for inmates and their friends and families consisting of all service requirements listed under Section III and in accordance with Section III., O. Performance Measures and Financial Consequences.
2. All value-added goods and services, as described in Section III., M. Value-Added Services.
3. Reports as required in Section III., P., General Reporting Requirements.
4. Compliance with Contract terms and conditions.
5. Bi-Annual Audit Report demonstrating that all equipment in-use is accurately and consistently capturing and reporting call data correctly.
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| Deliverable Price: $0.00 |
| Non Price Justification: Rate Agreement |
| Performance Metrics: 1. Performance Measures
Performance Measures (PM)
No. Description Expectation Measurement Duration Financial Consequences
PM-01 All services shall be operational by the agreed-upon implementation date at each facility As determined
by the Final Implementation Plan and Transition Schedule Per facility
PM-02 All requests for routine service shall be completed within 24 hours of request for service from the Department, unless otherwise instructed by the Department.
95% Compliance
PM-03 All major emergency repair service requests shall be resolved within 12 hours of the request for repair from the Department unless otherwise instructed by the Department. 95% Compliance Monthly
PM-04 The Contractor shall notify the Department of all Tier I System Outages as specified in Section III., L., System Outage Notification Requirements, 1. Within 30 minutes of the occurrence Per Occurrence
PM-05 The Contractor shall notify the Department of all Tier II System Outages as specified in Section III., L., System Outage Notification Requirements, 2. Within 60 minutes of the occurrence Per Occurrence
PM-06 The Contractor shall notify the Department of all Tier III System Outages as specified in Section III., L., System Outage Notification Requirements, 3. Within 60 minutes of the occurrence Per Occurrence
PM-07 The Contractor shall notify the Department of all Tier IV System Outages as specified in Section III., L., System Outage Notification Requirements, 4. Within 60 minutes of the occurrence Per Occurrence |
| Financial Consequences: $2,500 per day, per facility, for each calendar day past the due date specified in the Final Implementation Plan and Transition Schedule
$1,000per incident, per institutional site, per month, under 95% performance
$2,500 per incident, per institutional site, per month, under 95% performance
$2,500 per 30 minutes period past the required notification time frame, per occurrence
$1,500 per hour past the required notification time frame, per occurrence
$1,000 per hour past the required notification time frame, per occurrence
$500 per hour past the required notification time frame, per occurrence
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| Source Documentation Page Reference: |
| Deliverable Number: |
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