System Performance and Availability KDFWR wishes to maximize system availability and performance across all solutions. Performance degradation or availability issues within the control of the vendor shall be assessed based on the sales day type and issue severity. KDFWR recognizes performance and availability issues may be caused by factors outside the control of the vendor. These situations shall be taken into consideration for any performance or availability issue, but the vendor is expected to engage the necessary resources and provide the Agency options to address the issue whether in their control or not. Availability, performance, and maintenance windows are discussed in section 1 Technical Requirements. Based on sales day type and the issue severity, the vendor will have a grace period to correct any performance issues. The Agency may extend the grace period based on issue reason and resolution timeframe supplied by the vendor.
