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Service Level Agreements (SLAs)

Purpose

CALNET Customers can use this page to learn how Service Level Agreements (SLAs) apply to CALNET services, understand their responsibilities when a service outage occurs, and find resources for assistance and oversight. Customers are responsible for working directly with their CALNET Contractor to report service outages, open trouble tickets, and resolve service issues. Customers are also responsible for reviewing their invoices to confirm that any applicable SLA credits are reflected.

Common Questions

What is an SLA?

An SLA identifies minimum service-level parameters in the CALNET contract that Contractors are held accountable for throughout the Contract Term. SLAs outline expected service performance levels and the applicable Rights and Remedies when SLA commitments are not met.

What should Customers know about SLAs?
  • SLAs establish Contractor service-level performance expectations and support contract compliance.
  • SLAs are found in the Statement of Work (SOW) Technical Requirements for applicable CALNET contracts and service categories.
  • The applicable SOW Technical Requirements provide details for each SLA, including the SLA name, definition, measurement process, objectives, and Rights and Remedies.
  • Common CALNET SLAs include:
    • Availability
    • Catastrophic Outage (CAT 1)
    • Catastrophic Outage (CAT 2)
    • Excessive Outage
    • Provisioning
  • SLA credits vary depending on the specific SLA, objective level, and circumstances or severity of the outage or service issue.
  • Rights and Remedies may include SLA credits when Contractors do not meet applicable SLA objectives in the CALNET contract.
  • Contractors are required to proactively apply applicable SLA credits when an SLA objective is not met.
  • Contractors provide a Customer Escalation Process on their website that identifies personnel who can assist with service outages, escalations, and questions regarding applicable SLAs.
  • Customers should first work with the Contractor’s SLA Manager or designated escalation contact. If the issue is not resolved, Customers may contact CALNET for assistance.

How do Customers receive SLA credits?
  • Applicable SLA credits are proactively applied by the Contractor according to the Rights and Remedies in the CALNET contract.
  • Customers should review their invoices to confirm that applicable SLA credits are reflected.
  • If an expected SLA credit does not appear, Customers should contact the Contractor for assistance.

How can Customers monitor SLA compliance?
  • Open, track, and monitor trouble tickets in the Contractor’s Trouble Ticket Reporting Tool (TTRT), when applicable.
    • Customers can gain access to the Contractor’s TTRT by contacting the Contractor and requesting login information.
    • The TTRT provides available trouble tickets and outage details.
  • Maintain records of service issues, trouble tickets, outage durations, and resolution times.
  • Identify the affected CALNET service category and review the applicable SLAs in the SOW Technical Requirements.
  • Review invoices to confirm that applicable SLA credits are reflected within the timeframe identified in the contract.
  • Contact the Contractor if an expected SLA credit does not appear on the invoice.
  • Customers should first work directly with their Contractor to resolve SLA questions, disputes, service outage issues, or missing SLA credits. If the Customer is unable to obtain an adequate resolution from the Contractor, the Customer may contact CALNET for additional assistance.