Exhibit 3.1: Service Level Matrix VA UC

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Jayson Powell
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1 Exhibit 3.1 Service Level Matrix VA UC COMMONWEALTH OF VIRGINIA VIRGINIA INFORMATION TECHNOLOGIES AGENCY (VITA) SUPPLY CHAIN MANAGEMENT DIVISION MEADOWVILLE LANE CHESTER, VIRGINIA 23836

2 INTRODUCTION This Exhibit 3.1 (Service Level Matrix) sets forth the following: 1. Critical Service Levels: - the numeric measurements for Minimum Service Levels and Expected Service Levels; - the timing regarding the commencement of obligations for each Critical Service Level - a cross-reference to Exhibit 3.2 (Service Level Definitions and ) where the qualitative description of the Performance Category and the associated Critical Service Level can be found 2. Key s: - the numeric measurements for Minimum Service Levels and Expected Service Levels; - a cross-reference to Exhibit 3.2 (Service Level Definitions and ) where the qualitative description of the Performance Category and the associated Key can be found 3. Critical Deliverables: - the credits associated with the Critical Deliverables and frequency - a cross-reference to Exhibit 3.3 (Critical where the Deliverable is described

3 At-Risk Amount Pool Percentage Available for Critical Service Level Matrix 12% 250% Ref Performance Categories Comm + mos (1) Expected Minimum 1.1 Availability and Tower-Specific Expected Minimum of Pool Percentage: 75% Availability - Single Instance of Tier 1 or Tier 2 Server or Storage % % Monthly CSL S 10.00% 0.90% Availability - Single Instance of Tier 3 Server/ Storage % % Monthly CSL S 10.00% 0.90% Average Server Availability - Tier % % Monthly CSL S 0.00% 0.00% Average Server Availability - Tier % % Monthly CSL S 15.00% 1.35% Average Server Availability - Tier % % Monthly CSL S 15.00% 1.35% Average DC LAN Availability % % Monthly CSL S 10.00% 0.90% Average Storage Availability % % Monthly CSL U 10.00% 0.90% Backup and Restore - Successful Backup % % Monthly CSL U 10.00% 0.90% Backup and Restore - Successful Restore % % Monthly CSL U 10.00% 0.90% Disaster Recovery Effectiveness % % Monthly CSL U 10.00% 0.90% Checksum -> % 1.2 Incident and Problem of Pool Percentage: 125% Expected Minimum Incident Resolution Time - Sev 1 - (<= 2 hours) % 90.00% Monthly CSL R 25.00% 3.75% Incident Resolution Time - Sev 2 - (<= 4 hours) % 90.00% Monthly CSL R 25.00% 3.75% Incident Resolution Time - Sev 3 - (<= 16 hours) % 90.00% Monthly CSL R 20.00% 3.00% Incident Resolution Time - Sev 4 - (<= 72 hours) % 90.00% Monthly CSL R 10.00% 1.50% Security Incidents - Containment Time (<= 4 hours) % 99.70% Monthly CSL R 5.00% 0.75% Security Incidents - Resolution Time (<= 72 hours) % 98.50% Monthly CSL R 5.00% 0.75% Formal Root Cause Analysis Delivery (<= 10 business days) % 90.00% Monthly CSL R 10.00% 1.50% Checksum -> % 1.3 Cross Functional of Pool Percentage: 50% Change Management Compliance % 96.00% Monthly CSL R 20.00% 1.20% Service Request Fulfillment Time - Expedited % 96.00% Monthly CSL R 10.00% 0.60% Service Request Fulfilment Time - Normal % 92.00% Monthly CSL R 20.00% 1.20% Service Request Fulfilment Time - Scheduled % 96.00% Monthly CSL R 20.00% 1.20% Solution Request Proposal Delivery % 95.00% Monthly CSL R 10.00% 0.60% Solution Request Implementation % 90.00% Monthly CSL R 10.00% 0.60% CMDB Reconciliation Accuracy % 90.00% Quarterly CSL R 10.00% 0.60% Checksum -> % Notes: Expected Minimum (1) Number of Months after Commencement Date when the Supplier is responsible for Service Level performance and Service Level Credits due for Service Level Default

4 Ref Performance Categories Key Matrix Comm + mos (1) Expected Minimum (2) 2.1 Availability and Tower-Specific Expected Minimum Storage Performance 11 (3) TBD TBD Monthly KM U Inter-Data Center Latency Note % 95.00% Monthly KM U Intra-Data Center Latency % 95.00% Monthly KM U Batch Processing Completed within % 99.00% Monthly KM U Backup and Restore - Initiation of Restore % 95.00% Monthly KM U DR Replication % 95.00% Monthly KM U 2.2 Incident and Problem Expected Minimum Reopen tickets (Incidents and Service Requests) % 3.00% Monthly KM R Incidents open greater than 30 days % 3.00% Monthly KM R 2.3 Cross Functional Expected Minimum Dispute - Response to Customer with findings (<=15 days) % 93.00% Quarterly KM R Solution Request - Initial assessment complete and returned (<=5 days) % 90.00% Monthly KM R On-time Report Delivery % 95.00% Monthly KM R Security and Vulnerability Patching % 99.00% Monthly KM R Corrective Action Plan for Identified Security Issues (<=30 days) % 95.00% Monthly KM R Service Requests open greater than 20 days % 0.50% Monthly KM R Projects delivered on time and within budget % 90.00% Monthly KM R Devices reporting via electronic management tool % 99.00% Monthly KM R Notes: (1) Number of Months after Commencement Date when the Supplier is responsible for Service Level performance.

5 Critical Deliverables - One-Time Deliverables: based on Supplier's Implementation Plan. - Recurring Deliverables: in accordance with Section 4.1 of Exhibit 3 (Reporting and Service Level Management), the sum of all Recurring Deliverable Credits will not exceed the At Risk Amount. Exhibit 3.3 Section Deliverable Title Reference Recurring Deliverables 2.1 Service Improvement Plan 2.2 Annual Technology Plan 2.3 Annual Refresh and Currency Plan 2.4 Annual Integrated Disaster Recovery Test Plan 2.5 Integrated Capacity Plan 2.6 Annual Security Plan 2.7 Service Management Manual Currency - Quarterly Report 2.8 Customer Satisfaction Measures - Results Report 2.9 CMDB Reconciliation 2.10 Service Catalog Accuracy Assessment 2.11 Service Management Process Maturity Assessment and Plan 2.12 Single Process Compliance Assessment 2.13 Service Management Systems Implementation, Improvements Register, and Release Schedule 2.14 Operating Level Agreements Improvements Register and Release Schedule 2.15 Training Plan One-Time Deliverables 3.1 Services Detailed Implementation Plan 3.2 Services Implementation Readiness Plan Service Management Manual - Initial Draft Service Management Manual - Final Document 3.4 Service Performance and Reporting 3.5 Initial Security Plan 3.6 Initial Technology Plan 3.7 Complete Asset Inventory and CMDB Data Population 3.8 Service Catalog Request and Fulfillment Implementation 3.9 Service Management Systems Integration Final Due Date Deliverable Credit (1) Frequency Credit Applies (1) Where the Deliverable Credit is a percentage, that percentage shall be of the Service Level.

Instructions for CSL1 / CSL 2

Instructions for CSL1 / CSL 2 Instructions for Controlled Shipment Level 1 1) Return a copy of attached document with an authorized signature within 24 hours, confirming that you have received the notification