Drafting Service Level Agreements: Best Practices for Corporate and - - PowerPoint PPT Presentation

Drafting Service Level Agreements: Best Practices for Corporate and Technology Counsel

Structuring Key Provisions, Anticipating Common Areas of Dispute, and Streamlining Negotiations

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Drafting Service Level Agreements:

Best Practices for Corporate and Technology Counsel

Matthew A. Karlyn Partner Cooley, Boston (617) 937-2355 mkarlyn@cooley.com Aaron K. Tantleff Partner Foley & Lardner, Chicago (312) 832-4367 atantleff@foley.com

Why are Service Levels Important?

• Commitment from provider to provide the services

to an agreed standard

• Incentivize provider performance
• Ensure customer pays for what it gets
• Cooperation between customer and provider
• Builds trust

Service levels are a critical part of information technology agreements – invest the time and resources to negotiate appropriate service levels and corresponding remedies.

6

What is a Service Level?

• 1. Title
• 2. Description
• 3. Measurement Window
• 4. An agreed level of service
• Expected Service Level
• Minimum Service Level
• 5. Calculation

7

Service Level Agreement Structure

฀Specific information related to Service Levels commonly located in exhibits to a master services agreement ฀Reference in the master services agreement to the service level requirements in the exhibits

– The MSA typically states that a provider will provide services – The SOW typically states what will be provided – The SLA typically states how the services will be provided

฀Some service level-type requirements that are commonly found in the master services agreement and not in an exhibit:

– Root cause analysis and resolution – Cost and efficiency reviews

฀Warranties and other contractual terms are important but

– Difficult to enforce – Damages are hard to prove / might be capped by limitation of liability

8

Service Level Agreement Structure

฀Minimum Service Levels and Expected Service Levels ฀Percentage of performance vs. actual number, for example:

– 99% of responses within 1 hour – No more than 1 miss in each calendar month

฀Key Performance Indicators vs. Critical Service Levels ฀Services are described in a Statement of Work

– SOWs must contain enough detail to ensure both parties know exactly what is to be provided

9

The Service Level Agreement

฀General Requirements ฀Definitions ฀Provider Responsibilities ฀Additions, Deletions and Modifications ฀Service Level Failures ฀Cooperation ฀Measuring Tools ฀Reporting ฀Continuous Improvement ฀Earnback ฀Key Performance Indicators ฀Critical Service Levels

10

General Requirements

• Objective and purpose of the service levels
• Commencement date
• Critical factors that may have an affect on the

provider’s ability to provide the services in accordance with the service levels:

– Materials, equipment provided by the customer – Customer’s failure to meet its requirements – Outside factors – Disasters

11

Disaster Exception to Service Levels

except as set forth below in this Section 1.1, for a period not to exceed the first thirty (30) calendar days (the “Initial Disaster Period”) following the declaration of a disaster, as described in the Disaster Recovery Plan, and while any affected Services are being provided by the disaster recovery services provider, Provider shall be excused from complying with the Service Levels that, as a result of the disaster, cannot be met through the exercise of best efforts; provided, however, that, (a) during the Initial Disaster Period Provider shall use its best efforts to comply with the Service Levels, and ensure that the disaster recovery services provider complies with the Service Levels, with respect to the affected services, (b) in no case shall Provider be excused from complying with the Service Levels that are not materially affected by the disaster, (c) in no case shall Provider be excused from complying with the Service Levels with respect to Services that continue to be provided by Provider in the same manner notwithstanding the disaster, (d) in no case shall Provider be excused from complying with the Service Levels that can

• therwise be met through the exercise of best efforts, and (e) notwithstanding the

foregoing or anything to the contrary contained in this Exhibit C (Service Level Agreement) or elsewhere in the Agreement, for any Availability Service Levels including D1.2, D1.4, D1.5, D2.2, D2.5 and D3.6, the minimum Service Level shall be reduced to ninety-eight percent (98%) and Provider shall, and shall ensure that Provider’s disaster recovery services provider shall, meet or exceed such ninety- eight percent (98%) Service Level during the Initial Disaster Period.

12

Definitions

• Define each term used in each service level
• Examples of terms to define:

– Monthly Maximum At Risk Percentage: With respect to each calendar month, 18% of Provider’s fees for Services in such month – Critical Service Level: Those Service Levels that have a performance credits associated with service level failure – Key Performance Indicator: Those Service Levels that don’t have performance credits associated with service level failure – Earnback: The right of provider to earn back performance credits for Critical Service Level failures – Performance Credit Allocation Percentage: The total of the percentages (e.g., weights) of all Critical Service levels, which shall not exceed an agreed upon amount (e.g., 250%).

• Minimums and maximums

13

Provider Responsibilities

฀Initiating problem investigations ฀Reporting service level failures promptly ฀Reporting potential incidents and problems promptly ฀Meeting service levels as quickly as possible after transition ฀Reporting on root cause analyses and providing frequent updates ฀Recommending improvements to ensure service levels are met

14

Customer Responsibilities

฀ Support the service delivery process ฀ Provide access to premises and personnel as necessary for the provider to provide the services ฀ Provide training as necessary

15

Additions, Deletions and Modifications

• Key Performance Indicators (KPI) vs. Critical

Service Levels (CSL)

• KPIs

– Additions and deletions of KPIs at customer’s discretion – Formula for service level metric to be determined by the parties

• For example, average applicable service measurement

for the most recent 3 calendar months, or if no data, process for measuring performance

– Modifications to KPIs on mutually agreed basis

16

Additions, Deletions and Modifications

• CSLs

– Additions generally permitted after 12 or 18 months of service – Service level set by a pre-determined process, for example:

• Where measurement data exists, the average of the most recent 3

consecutive months of service

• Where no measurement data exists, set up a measurement period and set

service level

– Additions, modifications and deletions to CLSs don’t change the “performance credit allocation percentage” or the “monthly maximum at risk percentage”

• All additions, deletions and modifications to service levels in

accordance with change control process

• Promotion of KPIs to CSLs
• Demotion of CSLs to KPIs

17

Service Level Failures

• Performance Credits

– “Performance Credits” shall mean a credit to which Customer becomes entitled pursuant to the Agreement. All Performance Credits described are to reflect in part the diminished value for the Services delivered as compared to the Service Levels, or other contractual commitments, and, unless otherwise set forth in the Agreement, do not represent all damages, penalties, or

• ther compensation remedy that may result from any

failure to meet such Service Levels or other contractual requirements.

18

Service Level Failures

฀Performance credit = specified dollar amount ฀In more complex cases:

– Performance credit = the performance credit allocation percentage x the monthly at risk amount

฀Multiple failures ฀Reports ฀Payment of performance credits ฀Recurrence of the same issue ฀Additional remedies

19

Cooperation

• The achievement of the Service Levels by Provider

may (and is likely to) require the coordinated, collaborative effort of Provider with Third Party Vendors that contract directly with Customer. Provider will cooperate and provide to such parties a contact to help ensure the prompt resolution of all Service Level Failures.

20

Measuring Tools

฀Ensure provider has proper tools and methodologies to actually measure and report on the service levels ฀Must be implemented prior to transition complete (or prior to the start date for the applicable service level) ฀Failure to measure = service level failure

21

Reporting

฀Each service level has a measurement period ฀Reports delivered within a specified period after measurement period (e.g., 10 days) ฀Failure to deliver reports timely = service level failure for the applicable service level ฀Hard copy and/or online ฀Availability of supporting data ฀Quarterly and annual service level reports (in addition to regular reporting requirements) ฀Task force to review service level performance on a regular basis

– Monthly, quarterly annual meetings – Included in governance structure of transaction

22

Continuous Improvement

• Service levels should reflect improvement in service
• ver time
• Improvements to meet evolved customer

requirements

• Improvements to reflect provider’s ability to provide

higher quality of service

• For example:

– After first 12 months of service adjust service level to the average of the highest 10 months in the last 12 months – Appropriate limits on service level adjustments

23

Earnback

• Minimum / expected service level framework
• Earnback only applies to expected service level

– No earnback on failure to meet minimum service levels

• Earnbacks should be tied to continuous
• utperformance of the expected service level

– provider’s actual performance for a particular service annualized in excess of the expected service level

24

The Service Level Standard

฀ If currently performing the service

– What service level is being met today? – Is a higher level of service desired?

฀ If not currently performing the service

– What factors are important to the customer?

฀ Reliability ฀ Availability ฀ Timeliness

25

Service Level Definitions

฀Give each service level a descriptive title ฀Make descriptions clear ฀Choose a measurement window ฀Provide a descriptive calculation and test each calculation to ensure they work ฀Ensure all terms are consistent with MSA, SOW, supporting documents and defined terms

26

KPI Example

No. Title Description Service Level

• 1. Production Support

KPI 1.1 Severity 1 Response The number of Severity 1 Incidents Provider responds to within the Expected and Minimum Service Levels in each calendar month. Measurement Window Calendar Month Expected Service Level None Minimum Service Level No more than 1 Severity 1 Incidents responded to in more than 15 minutes in each calendar month. Calculation The actual number of Severity 1 Incidents with a Response Time greater than 15 minutes in each calendar month. Each report on this Service Level shall include a rolling 3 month trend. KPI 1.2 Severity 2 Response The number of Severity 2 Incidents Provider responds to within the Expected and Minimum Service Levels in each calendar month. Measurement Window Calendar Month Expected Service Level None Minimum Service Level No more than 1 Severity 2 Incidents responded to in more than 1 hour in each calendar month. Calculation The actual number of Severity 2 Incidents with a Response Time greater than 1 hour in each calendar month. Each report on this Service Level shall include a rolling 3 month trend. KPI 1.3 Severity 1 Repeated Incidents Number of repeated Severity 1 Incidents in each calendar quarter. Measurement Window Calendar Quarter Expected Service Level None Minimum Service Level No more than 1 repeated Severity 1 Incidents in each calendar quarter. Calculation The actual number of repeated Severity 1 Incidents in each calendar quarter. Additional Description This Service Level tracks the number of repeated Severity 1 Incidents (including

• utages) related to the Services from reports generated from the

Problem and Incident Management System, in the environment. This measure is an indicator of the stability of the environment.

27

CSL Example

• 3. Production Support

CSL 3.1 Severity 1 Resolution 20% The number of Severity 1 Incidents Resolved by Provider within a 4 hour Incident Resolution Time in each calendar month. Measurement Window Calendar Month Expected Service Level Less than 1 miss in each calendar month. Minimum Service Level 1 miss in each calendar month. Calculation The actual number of Severity 1 Incidents that have an Incident Resolution Time greater than 4 hours in each calendar month. Additional Description Incident records as recorded by Provider are used to determine the number of Incidents resolved on time. Incidents created at an inappropriately elevated Severity Level will be closed and excluded from the calculation as long as the record is closed and re-entered at the appropriate Severity Level within 1 hour of the applicable Incident Response Time. CSL 3.2 Severity 2 Resolution 10% The number of Severity 2 Incidents resolved by Provider within an 8 hour Incident Resolution Time in each calendar quarter Measurement Window Calendar Quarter Expected Service Level Less than 1 miss in each calendar month. Minimum Service Level Less than 3 misses in each calendar month. Calculation The actual number of Severity 2 Incidents that have an Incident Resolution Time greater than 8 hours in each calendar quarter Additional Description Incident records as recorded by Provider are used to determine the number of Incidents resolved on time. Incidents created at an inappropriately elevated Severity Level will be closed and excluded from the calculation as long as the record is closed and re-entered at the appropriate Severity Level within one hour of the applicable Incident Response Time.

28

Issues that Arise

• Exceptions, exclusions and assumptions
• Service levels should be specific

– Avoid “reasonable” and similar terms

• Inconsistencies with underlying agreement and SOW

29

Root Cause Analysis

฀Conducted within a specified period of time after service failure

– Analysis of the cause of the failure

฀Identify cause of failure ฀Specified timeframe for correcting issue that caused failure ฀Implement process for avoiding issues in the future ฀Cooperate with customer to correct failures that were identified as not caused by provider

30

Root Cause Analysis

Upon Provider’s discovery of, or, if earlier, Provider’s receipt of a notice from Customer in respect of, Provider’s failure to provide any of the Services in accordance with the Service Levels or this Agreement, Provider shall within a reasonable period of time (and in any event within five (5) business days), conduct a Root Cause Analysis to identify the cause of such

• failure. Provider shall, within the timeframes prescribed in the applicable Statements of Work,
• r if no such timeframes are prescribed in the applicable Statement of Work, within five (5)

business days (or a longer period of time if Approved by Customer) after such discovery or notice: (i) correct such failure without charging Customer additional fees (except as provided below); and (ii) if such failure is not capable of being corrected within such timeframe, provide Customer’s with a written report detailing the cause of and procedure for correcting such failure as promptly as possible and provide Customer with reasonable assurances that (a) applicable corrective steps reasonably calculated to be a permanent fix have been taken, (b) a short term workaround has been implemented and Provider will use its best efforts to implement a permanent correction as soon as possible, and (c) such failure will not recur and that any correction shall not result in additional fees to Customer. If the Root Cause Analysis demonstrates that such failure was not caused by Provider, Provider shall timely cooperate with Customer in correcting such failure and Provider shall be entitled to reasonable fees, consistent with and not in excess of Fees charged for similar Services to Customer and similar services provided to Provider’s other customers, for such efforts to the extent involving incremental resources. If the Root Cause Analysis demonstrates that such failure was wholly

• r partially caused by Provider, Provider shall also timely cooperate with Customer in

correcting such failure; however, Provider shall not be entitled to any fees.

31

Termination Rights

฀Precise termination rights for service level failure

– Failure to meet 1 or more of the same CSL for 3 consecutive months – Failure to meet 1 or more of the same CSL for 4 of the last 6 months – Failure to meet 1 or more the same KPI for 6 consecutive months – Performance credits exceed 50% of the total monthly at risk amount in any 6 month period – Failure to meet any CSL marked as ***Tier 1***

32

Service Availability

• Provider may stop delivering services to client, due

to:

– a server being down, – failure of a telecommunications link, – a natural disaster causing damage to the provider’s data center, – provider withholding services because of a fee dispute, or – provider closing its business because of financial difficulties

• Result:

– Client has no access to

• the services (which may be supporting a critical

business function), and

• any client data stored on the provider’s systems

33

Service Availability

• Client needs to be able to

– continue to operate its business, and – have access to its data at all times.

• To mitigate risk client should obtain

– appropriate uptime service level and remedies – customer data ownership rights and provider’s delivery

• f regular data backups

– disaster recovery and business continuity protections – provider’s agreement not to withhold services – protections against provider financial instability

34

Service Availability – Service Levels

• Include uptime service level to ensure service

availability is aligned with the client’s expectations

• Also, include appropriate remedies to incentivize

provider to perform in accordance with service levels (meaningful remedies)

• Uptime service level and the corresponding remedies

discussed in more detail in later slides

35

Scenario: Server is down, or failure of a telecommunications link

Service Availability – In-House Software Solution

• Risk mitigation

– Consider requiring the provider to make available or develop an in-house software solution

• if provider stops providing “software” services, your operations

could be dead in the water

• “Software” services are typically unique and more difficult to replace

than infrastructure services

• Inclusion of an “in-house” solution provision is very dependent on

the nature of the software provided as a service

• The more critical the application, the more important it is to explore

an in-house solution – even if it is escrowed

36

Scenario: Server is down, or failure of a telecommunications link

Service Availability – Disaster Recovery and Business Continuity

฀Risk mitigation:

– Include a provision requiring the provider to continue to make the services available, even in the event of a disaster, power outage, or similarly significant event. – Continuity of services should be provided through a secondary server, data center, or provider, as appropriate.

฀Review any related provider policies and procedures ฀Example:

37

Scenario: Natural disaster is causing damage to the provider’s data center

Example: Provider shall maintain and implement disaster recovery and avoidance procedures to ensure that the Services are not interrupted during any disaster. Provider shall provide Client with a copy of its current disaster recovery plan and all updates thereto during the Term. All requirements of this Agreement, including those relating to security, personnel due diligence, and training, shall apply to the Provider disaster recovery site.

Service Availability – Withholding of Services

• Include a provision prohibiting the provider’s

withholding of services

• Example:

38

Scenario: Provider is withholding service because of a fee dispute Provided Client continues to timely make all undisputed payments, Provider warrants that during the Term of this Agreement it will not withhold Services provided hereunder, for any reason, including but not limited to a dispute between the parties arising under this Agreement, except as may be specifically authorized herein.

Service Availability –

Bankruptcy; Financial Wherewithal

• Include a bankruptcy provision

– provides the client the right to terminate the Agreement in the event of a provider bankruptcy

• Include a transition assistance services provision

– requires the provider to assist in transition of the services to a 3rd party provider or to the client, in the event of expiration or termination of the Agreement

• However, once the provider has declared bankruptcy,

Provider’s ability to assist the client may be limited

39

Scenario: Provider is closing its business because of financial difficulties

Service Availability– Bankruptcy; Financial Wherewithal (cont’d.)

• If the client is not confident of the provider’s financial

stability, then consider adding a provision that enables the client to identify provider’s financial issues in advance

– Require the provider to deliver periodic reports on its financial condition

• Example:

40

Scenario: Provider is closing its business because of financial difficulties

Quarterly, during the Term, Provider shall provide Client with all information reasonably requested by Client to assess the overall financial strength and viability of Provider and Provider’s ability to fully perform its obligations under this Agreement. In the event Client concludes that Provider does not have the financial wherewithal to fully perform as required hereunder, Client may terminate this Agreement without further obligation or liability by providing written notice to Provider.

Service Levels

• Most common service level issues:

– uptime – service response time – simultaneous visitors – problem response time and resolution time – data return – remedies

• 2 main purposes:

– assure the client that it can rely on the services in its business and provide appropriate remedies if the provider fails to meet the agreed service levels – provide agreed upon benchmarks that facilitate the provider’s continuous quality improvement process and provide incentives that encourage the provider to be diligent in addressing issues

41

Service Levels – Uptime Service Level

• Requires that the services will have an uptime (i.e.,

availability) of a certain percentage, during certain hours, measured over an agreed upon period.

• Ensure service availability is aligned with customer’s

expectations and business needs (e.g. peak season)

• Example:

42

Provider will make the Services Available continuously, as measured over the course of each calendar month period, an average of 99.99% of the time, excluding unavailability as a result of Exceptions, as defined below (the “Availability Percentage”). “Available” means the Services shall be available for access and use by Client. For purposes of calculating the Availability Percentage, the following are “Exceptions” to the service level requirement, and the Services shall not be considered Un-Available, if any inaccessibility is due to: (i) Client’s acts or omissions; (ii) Client’s Internet connectivity; and (iii) Provider’s regularly scheduled downtime (which shall

• ccur weekly, Sundays, from 2 am – 4 am central time).

Service Levels – Uptime Service Level

• Downtime

– Scheduled downtime

• Customers should receive written documentation of a provider’s

scheduled downtime

• Ensure the schedule creates no issues for the customer’s business

– Downtime monitoring

• Provider should be proactive in detecting downtime (e.g., require the

provider to constantly monitor the “heartbeat” of all its servers through automated “pinging”)

• Measurement Window

– Providers tend to want longer measurement periods (e.g., quarterly)

• dilutes the effects of a downtime and thus masks periodic

performance issues that may temporarily impact the business and eliminates meaningful remedies

43

Service Levels – Service Response Time Service Level

• Services that fail to provide timely responses to its

users are effectively “unavailable”

• Therefore, include a service level that sets forth

maximum response times for a customer’s use of the Services

– a specific service level target depends on the facts and circumstances in each case (e.g., transaction complexity, processing required, whether services are being accessed

• ver an Internet connection or a leased line)
• Example:

44

The average download time for each page of the Services, including all content contained therein, shall be within the lesser of (a) 0.5 seconds of the weekly Keynote Business 40 Internet Performance Index (“KB40”) or (b) two (2) seconds. In the event the KB40 is discontinued, a successor index (such as average download times for all other customers of Provider) may be mutually agreed upon by the parties.

45

Service Levels – Simultaneous Visitors

• Does customer expect the services to support

multiple simultaneous users?

• If so, include a service level explicitly specifying a

requirement that aligns with customer’s expectations

46

Service Levels – Data Return

• The client should also consider adding a data return

service level, if services involve

– a critical business function, or – sensitive client information

• Measures the time period between the client’s

request for data and the provider’s return of such data in accordance with the timeframe requirements

• f the agreement
• Provides additional assurance that customer will be

able to receive its data and continue to operate, in the event that provider stops providing services or concerns of a loss of service arise

47

Service Availability – Client Data

• Explicitly specify client’s ownership of any

information stored by the provider for the client

• Require that provider

– deliver periodic copies of all client data to client, and – perform regular data backups to an off-site storage facility

48

Service Levels – Problem Response Time and Resolution Time Service Levels ฀Providers often include only a response time measurement, which typically falls short of what is necessary

– Response Time

฀ measures the time period from when the problem is reported to when the provider notifies the client and begins working to address the issue

฀Also, include a resolution time measurement

– Resolution Time

฀ measures the time period from when the problem is reported to when the provider implements a fix or acceptable workaround

49

Service Levels – Remedies

• Credits

– Typically, remedies for failure to hit a service level start

• ut as credits towards the next period’s service
• Right to Terminate

– If repeated failure occurs, the client should have the right to terminate the agreement without penalty or having to wait for the current term to expire

• Example:

50

In the event the Services are not Available 99.99% of the time but are Available at least 95% of the time, then in addition to any other remedies available under this Agreement or applicable law, Client shall be entitled to a credit in the amount of $_____ each month this service level is not satisfied. In the event the Services are not Available at least 95% of the time, then in addition to any other remedies available under this Agreement or applicable law, Client shall be entitled to a credit in the amount of $_____ each month this service level is not satisfied. Additionally, in the event the Services are not Available 99.99% for (a) three (3) months consecutively or (b) any three (3) months during a consecutive six (6) month period, then, in addition to all other remedies available to Client, Client shall be entitled to terminate this Agreement upon written notice to Provider with no further liability, expense, or obligation to Provider.

Additional Provisions Tied to Service Levels

฀ Services Generally – Statements of Work – Transition-In ฀ Warranties – Quality of service – Deliverables ฀ Customer Satisfaction ฀ Governance ฀ Change Control Process ฀ Installation and Acceptance Testing ฀ Limitation of Liability – Application to performance credits ฀ Termination ฀ Disaster recovery / force majeure ฀ Remedies ฀ Audit

51

State of Indiana v. IBM Corp.

Case No. 49D10-1005-PL-021451

• Indiana was granted the ability to terminate the

Agreement without penalties in the event of a “material breach”

• Agreement was silent on what constituted a

“material breach”

• Up to court to determine what constituted a

“material breach”

• Was the State of Indiana entitled to terminate its

agreement with IBM for material breach?

52

State of Indiana v. IBM Corp.

• 10 year, $1.3B agreement to modernize welfare

eligibility system

• Indiana sued IBM for $1.3 billion, claiming breach of

contract

• IBM countersued for the value of equipment it was
• bligated to leave with the State
• As a result of known modernization problems in
• ther state systems, the agreement attempted to

lighten performance obligations by disclaiming warranties of “uninterrupted or error-free

• peration” and referring to the modernization

transition time-table as “preliminary”

53

State of Indiana v. IBM Corp.

• “[N]either party deserves to win this case.”
• The Court found that the State failed to meet its

burden to show that IBM committed a material breach, despite a record showing that “IBM did not perform well in some respects.”

• The State was able to achieve a “new welfare system

that works better” as a result of the modernization efforts with IBM

– This factor carried “great weight regarding whether there is a material breach or not.”

54

State of Indiana v. IBM Corp.

• “All in all, the State was not deprived of benefits it

reasonably expected from the contract, although some benefits were not received as smoothly as the parties would have expected.”

• While IBM’s performance was “premature and

problematic” and key performance metrics for timeliness were “consistently missing the mark,” IBM’s performance was “steadily improving during 2009, especially in the months leading up to the October 2009 termination.”

– Court reasoned that IBM’s failures had the “likelihood of being cured” and were “apparently in the process of being cured.”

55

State of Indiana v. IBM Corp.

฀Award of over $12M to IBM in its counter-suit to a breach of contract action filed by the State of Indiana (in addition to $40M awarded to IBM on summary judgment in the same action)

56

State of Indiana v. IBM Corp.

• Agreement contained detailed performance

standards for

– Critical transition milestones – Transition key performance indicators – Key performance indicators – Service level metrics – …with liquidated damages provisions the State could enforce if IBM failed to meet those standards

• But, the amount of liquidated damages were

nominal ($500 - $5,000) and the service level metrics were not applicable during the transition period

57

State of Indiana v. IBM Corp.

• Challenges were met during transition

– U.S. economic disaster

• Indiana’s unemployment went from 4.5% in

December 2007 to 9% in November 2009, resulting in a 31% increase in government benefit applications

• A series of floods and other natural disasters in 2008

which forced the State to shift resources from modernization to disaster relief

• Despite problems, scope expanded 11 times (adding

$178M to the contract price)

58

State of Indiana v. IBM Corp.

• After repeated problems, State moved to “Plan B” –

a hybrid approach

• State terminated the contract after 19 months
• Despite acknowledging that KPI metrics for

timeliness consistently missed the mark, the Court noted

– IBM’s performance improved over time – Excused initial poor performance because of economic uncertainty, natural disaster, administrative difficulties, internal political environment

59

State of Indiana v. IBM Corp.

• Several of the obligations the State claimed as

“material breaches” – Application backlog – Food stamp error rates – Timeliness – The number of appeals from adverse decisions and the reversal rate of appeals – Employer turnover or staffing levels – …were not the subject of performance standards in the agreement

60

State of Indiana v. IBM Corp.

• Further …

– Because IBM could, and did, pay liquidated damages whenever it missed a performance metric during transition, the Court found that IBM’s failure to meet those metrics did not constitute a breach of the agreement

• The $12M award

– Included both the fair market value of the IBM equipment the State retained after termination – Early termination close out payments – Prejudgment interest (but not deferred fees or mandatory change fees)

61

State of Indiana v. IBM Corp.

• 6 weeks, 92 witnesses, 7,500 exhibits
• Lessons learned…

– Draft service level metrics and other performance requirements clearly and precisely – Include specific lists of obligations that the provider must meet, in addition to service levels themselves – Ensure that the time periods to which the service levels apply are clearly indicated – Clearly articulate the different damages the customer is entitled to recover should the provider fail to meet the metrics – Break up performance requirements into specific deliverables, with defined consequences for bad performance – Consider spreading risk across multiple providers – Create detailed governance that includes reporting on, and procedures for addressing, failures to meet the service levels

62

State of Indiana v. IBM Corp.

• IBM’s failure to satisfy the performance metrics did

not violate the purpose of the agreement

– What is the objective? – How are the performance metrics and service levels affected by the objectives? – What is a “material breach”? – What are the requirements to provide notice and cure? – What are the performance requirements? – What are the rights when performance metrics are not met?

• Termination
• Liquidated damages or other penalty
• Right to cure

63

QUESTIONS?

Aaron K. Tantleff Partner Foley & Lardner, Chicago (312) 832-4367 atantleff@foley.com Matthew A. Karlyn Partner Cooley, Boston (617) 937-2355 mkarlyn@cooley.com