Common use of SLAs Clause in Contracts

SLAs. Except as otherwise specified in this Agreement, Provider shall perform all Services in accordance with the SLAs set forth in Schedule E.2 to this Agreement. 2.4.1 NEW SLAs AND PROPOSED MODIFICATIONS TO EXISTING SLAs Provider shall continuously evaluate ways to improve performance and shall recommend improvements in the SLAs to the Management Committee, along with any impact on cost. Recommendations for improvements to SLAs by Provider should be based upon advances in available technology and methods that are suitable for use in performing the Services, the increased capabilities of any hardware or software acquired for use by the State, changes in the operations and environment of the Departments, and other changes in circumstances. All new SLAs, as well as proposed modifications to existing SLAs, shall be developed in the following manner: 2.4.1.1 The service level requirements of specific Departments shall be determined by representatives of the Parties conducting periodic meetings with the designated State representative for each Department. The means of gathering such Department data shall be detailed in the Communications Plan, which shall be contained in the Standards and Procedures Manual. 2.4.1.2 The Account Manager and the Project Director shall meet at least once monthly during the Transition Period and Transformation Period, and at least twice yearly thereafter, to address the SLAs. 2.4.1.3 Upon initiation by either or both the Account Manager and the Project Director, proposed new or modified SLAs shall be submitted to the Management Committee at its next regularly scheduled meeting (except where the urgency of the request requires the calling of a special meeting) for review and approval. 2.4.1.4 The Management Committee shall review and discuss the existing SLAs and proposed new SLAs from time to time as set forth in Section 11, but not less frequently than once during each Contract Year after the Transformation Period. After such review, the Management Committee shall make a formal recommendation as to whether a proposed SLA modification or new SLA is technologically feasible. As to any new or modified SLA that is determined to be technologically feasible by the Management Committee, either party may propose that such SLA be adopted by the Parties through the Work Order process described in Section 10, provided however, that a new or modified SLA accepted through a Work Order shall be implemented in accordance with Section 28.6. 2.4.2 SLA MEASUREMENT AND REPORTING Provider shall measure and report performance as required by Schedule E.2. Provider shall meet with the Project Director according to the schedule established by the Management Committee to review Provider's actual performance against the SLAs.