14 Attachment E -SLA Performance Metrics.pdf

Transportation Security Administration

(TSA)

Service Level Agreement (SLA)

Performance Metrics

April 2026

Table of Contents

1. Purpose

2. Scope

3. Data Collection and Reporting Process

4. Operational Availability (Ao)

Ao SLA Performance Requirement

5. Average Technician Response Time (TRT)

TRT SLA Performance Requirement

6. Average Parts Availability Time (PAT)

PAT SLA Performance Requirement

7. Airport Operational Hours

1. Purpose

The purpose of this document is to define the process for developing the Contractor performance metrics specified in TSE Maintenance Language Section 1.13, Maintenance Services Service Level Agreement (SLA), to evaluate compliance with the SLA performance requirements; and define the processes for developing the metrics required to determine performance and apply disincentives as required.

The maintenance elements used in the development of these metrics are provided in Attachment B, Transportation Security Equipment (TSE) Terms and Definitions & Reliability, Maintainability & Availability (RMA) Metrics.

2. Scope

This document identifies the process the Contractor should use to develop the metrics to demonstrate compliance with the SLA performance requirements and substantiate the determinations made for invoice development, penalties, etc. It provides the calculation instructions for each metric required by the contract.

3. Data Collection and Reporting Process

The process identified in this document relies on the maintenance elements collected from the corrective maintenance actions conducted to return TSE to full operational capability. These maintenance elements will be collected in accordance with the process identified in Maintenance Attachment B and will be documented in the TSE Database in accordance with Maintenance Attachment D, TSE Database. This includes the time points (T-Values) and low-level metrics (M-Values) measured for each time points.

Sections 4 through 7 below identify the process for calculating the SLA performance metrics defined in section 1.13, to evaluate compliance with SLA requirements and substantiate the determinations made for invoice development, penalties, etc. These metrics will be calculated as specified in each section and will be reported to the Contractor as part of the TSE RMA Metrics report in accordance with Maintenance Attachment F TSE RMA Metrics Report, as required.

The TSE RMA Metrics Report must clearly identify the low-level metrics and times for each used in the calculation of a metric.

4. Operational Availability (Ao)

The Government seeks to minimize TSE downtime associated with relevant failures. The Government will measure overall Maintenance Service Provider (MSP) performance using Operational Availability (Ao) as defined in Attachment B. Ao will evaluate the operational availability of TSE in relation to all relevant critical failures and all relevant non-critical failures (includes all corrective maintenance, depot maintenance and telephone customer support work orders). It is the percentage of time during an airport’s operational hours that TSE is available to perform its required mission during a specified reporting period. For Ao, TSA only considers a TSE’s downtime when it is not in a condition to perform its required mission during an airport’s operational hours. The counting of low-level metrics times for Ao will be based on the TSE operating time and TSE operational downtime as defined below.

• TSE Operating Time – The period of time TSE is available to perform its required mission during the operational hours of a facility as specified by Airport’s Operating Hours. During the Operations & Maintenance (O&M) life cycle phase, TSE operating time will be equal to the airport’s operational hours (period of time within 24-hour day that an airport is operational) unless the TSE experiences any operational downtime.

• TSE Operational Downtime – The period of time during an airport’s operational hours that TSE is not in a condition to perform its required mission. This includes all times that a system is not available due to applicable on-site Corrective Maintenance (CM), Telephone Customer Support (TCS), and Depot Maintenance (DM) Low-Level Metric times during an airport’s operational hours. The determination of the operational downtime is made after all the low-level metrics are recorded against the 24-hour day and measured against the airport’s operational hours.

Section 1.13 establishes the Ao performance level the Contractor must meet to satisfy the overall SLA performance requirement. Below is the process for calculating the Ao metrics for these requirements.

Ao SLA Performance Requirement

For determining compliance with the Ao SLA performance requirement established in section 1.13, the MSP shall calculate Ao monthly for each TSE serial number at each airport using the airport’s operational hours as the required system operating time and should only include installed operational units in the calculations. The operational downtime will be calculated by summing the individual low-level metric times of each applicable failure that incur operational downtime > 0. No averaging will be used over a reporting period.

To evaluate SLA compliance, Ao will be calculated monthly at each airport for each serial number as follows:

1. Multiply daily airport operational hours as defined in Section 7 below, Airport Operational Hours, by the number of days in the month’s reporting period. This is the total operating hours for one TSE unit. The reporting period starts the first day (at 12:00 AM) of the month and ends on the last day (at 11:59 PM) of the month based on local time.

2. Subtract the sum of the operational downtime for all relevant critical (Priority 1 (P1)) and all relevant non-critical (Priority 2 (P2)) failures for the same TSE unit used in Step 1 from the total operating hours calculated in Step 1 at an airport during the reporting period.

3. Divide the difference (from Step 2) by the total operating hours calculated in Step 1 (daily airport operational hours multiplied by the same number of TSE units at an airport and the number of days in the reporting period).

Below is the Ao formula that will be used to develop the SLA performance metric and the disincentive threshold metric:

Ao =

(Airport Operational Hours x TSE Units x Number of Days) – (Sum of TSE all relevant critical (P1) and relevant non-critical (P2) failures Operational Downtime) (Airport Operational Hours x TSE Units x Number of Days)

Where:

• Airport Operational Hours = Period of time within a 24-hour day that an airport is operational (airport operational hours). A TSE is required to be available to perform its required mission during an airport’s operational hours.

• TSE Relevant Operational Downtime = The time a TSE is down for repair due to any relevant failure during an airport’s operational hours

For the failure types listed below, the low-level metrics (M-Values) identified in non-shaded blocks are counted toward the TSE operational downtime for Ao when the low-level metric times, or portion thereof, occur during the airport’s operational hours. The low-level metric times conducted during the airport’s non-operational hours are not counted in the Ao operational downtime calculations. If a maintenance repair cycle continues into two or more airport operational hours within the same reporting period, the operational downtimes within each airport operational hours will be summed together if operational downtime > 0. When a maintenance repair cycle continues into a new reporting period, the operational downtimes in the second reporting period will be calculated in the new reporting period as defined in Attachment B, Section 4.7.2, Open Ticket Accounting. The lightly shaded blocks with M-Values are measured but not counted in the Ao operational downtime calculations. The dark shaded blocks with no M-Values on the Table indicate that the associated low-level metric should not be applicable to that failure type in its repair cycle as defined in Attachment B. An individual serial number’s Ao can be calculated same method as above but only using the data from that serial number.

Table 1 - Ao Low-Level Metrics Count Failure Type

Low-Level Metrics Level Criticality Relevancy

CM Critical Relevant M1 M2 M3 M4 M5 M6 M7 M8

CM Non-Critical Relevant M1 M2 M3 M4 M5 M6 M7 M8

DM Critical Relevant M1 M2 M3 M11 M12 M8

TCS Critical Relevant M1 M13

TCS Non-Critical Relevant M1 M13

5. Average Technician Response Time (TRT)

The Government seeks to minimize system downtime associated with Field Service Technician (FST) response time to all failures. As defined and measured in accordance with Attachment B, this includes low level metrics, M1 (Initial Call Center Interaction Time) and M2 (Technician Dispatch Time), using airport operational hours. TSA has developed an

Average Technician Response Time (TRT) metric to evaluate compliance. This metric calculates the average low-level metrics (M1 + M2 > 0) downtimes for all critical (P1) and non-critical (P2) failures. Two different TRT metrics will be calculated: one for all critical failures where M1+M2>0 and another for all non-critical failures where M1+M2>0.

Section 1.13.2, Technician Availability, establishes the MSP SLA performance threshold for average FST response time. Below is the process for developing the Average TRT metric for these two requirements.

TRT SLA Performance Requirement

For determining compliance with the Average TRT SLA performance threshold established in section 1.13.2, the MSP shall calculate monthly average downtimes associated with all FST response times (M1 + M2 > 0) relating to all failures for the past month. The downtime for the month will be calculated by summing the individual low-level metric times of each applicable M1 and M2 that incurs downtime > 0. No averaging will be used over a reporting period.

To evaluate SLA compliance, the Average TRT metric will be calculated monthly for all FST response activities (M1 + M2 > 0) as follows:

1. Sum the individual downtimes of each low-level metric (M1 + M2 > 0) from all applicable failures completed during the past month using airport operational hours.

Only (M1 + M2 > 0) activities completed in the reporting period will be included, and no averaging will be used over the reporting period. The reporting period starts the first day (at 12:00 AM) of the month and ends on the last day (at 11:59 PM) of the month based on local time.

2. Divide the sum by the total number of occurrences during the reporting period that have an (M1 + M2 > 0) and accrue positive downtime during the period.

The Average TRT metric will be calculated as explained above based on the following formula:

Average TRT = Sum of M1 + M2

Number of Failures (work orders) where M1 + M2 >0

For the failure types listed below, the low-level metrics M2 times identified in non-shaded blocks are counted toward the downtime associated with TRT. For the Average TRT metric calculations, a (M1 + M2 > 0) time will be included in the reporting period when completed as defined in Attachment B, Section 4.7.1, Closed Ticket Accounting; the times in a (M1 + M2 > 0) occurrence will not be split between reporting periods. The lightly shaded blocks with M- Values are measured but not counted in the TRT metrics calculations. The dark shaded blocks with no M-Values on the table indicate that the associated low-level metric should not be applicable to that failure types in its repair cycle as defined in Attachment D-3.

Table 2 – TRT Low-Level Metrics Count Failure Type

Low-Level Metrics Level Criticality Relevancy

CM Critical Relevant M1 M2 M3 M4 M5 M6 M7 M8

CM Critical Non-Relevant M1 M2 M3 M4 M5 M6 M7 M8

CM Non-Critical Relevant M1 M2 M3 M4 M5 M6 M7 M8

CM Non-Critical Non-Relevant M1 M2 M3 M4 M5 M6 M7 M8

DM Critical Relevant M1 M2 M3 M11 M12 M8

DM Critical Non-Relevant M1 M2 M3 M11 M12 M8

6. Average Parts Availability Time (PAT)

The Government seeks to minimize system downtime associated with parts availability for all failures that required parts replaced. As defined and measured in accordance with Attachment B, this includes the low level metrics M4 (Part(s) Request Time) and M5 (Part(s) Fulfillment Time) using 24-hr clock hours. TSA has developed an Average Parts Availability Time (PAT) metric to evaluate compliance. This metric calculates the average low-level metrics (M4 + M5 >0) downtimes for all critical failures (both Relevant and Non- Relevant).

Section 1.13.3, Parts Availability, establishes the MSP SLA performance requirements for average parts availability time. Below is the process for developing the Average PAT metrics requirement.

PAT SLA Performance Requirement

For determining compliance with the Average PAT SLA performance requirement established in section 1.13.3, the MSP shall calculate monthly average downtimes associated with all parts availability (M4 + M5 > 0) relating to all critical failures for the reporting month.

The downtime for the month will be calculated by summing the individual low-level metric times of each applicable M4 and M5 that incurs downtime > 0. No averaging over a reporting period (i.e. if quarterly reporting, no averaging over 3 months). Each month will report average PAT.

To evaluate SLA compliance, the Average PAT metric will be calculated monthly for all parts availability activities (M4 + M5 > 0) as follows:

1. Sum the individual TSE downtimes of each low-level metric (M4 + M5 > 0) from all critical failures (relevant and non-relevant) completed during the reporting month using 24-hr clock hours. Only (M4 + M5 > 0) activities completed in the month will be included using the Closed-Ticket Accounting method. The reporting period starts the first day (at 12:00 AM) of the month and ends on the last day (at 11:59 PM) of the month based on local time. (Closed ticket accounting is where only tickets that are closed during the reporting period counts. For example, if a ticket is open in period 1 and has not closed until the period 2, this ticket’s M4 and M5 will count in period 2).

2. Divide the sum by the total number of occurrences (work orders) during the reporting month that have an (M4 + M5 > 0) and accrue positive downtime during the month.

The Average PAT metric will be calculated as explained above based on the following formula:

Sum of Parts Availability Times (M4 + M5) Average PAT = Number of Critical Failures with Parts Availability Time where M4 + M5 > 0

For the failure types listed below in Table 3, the low-level metrics (M-Values) identified in non-shaded blocks are counted toward the downtime associated with PAT. For the Average PAT metric calculations, a (M4 + M5 > 0) time will be included in the reporting period when completed as defined in Part D, Attachment 3, Section 4.7.1, Closed-Ticket Accounting; the times in an (M4 + M5 > 0) occurrence will not be split between reporting periods. The lightly shaded blocks with M-Values are measured but not counted in the PAT metrics calculations.

The dark shaded blocks with no M-Values on the Table indicate that the associated low-level metric should not be applicable to that failure types in its repair cycle as defined in Attachment B.

Table 3 - PAT Low-Level Metrics Count Failure Type

Low-Level Metrics Level Criticality Relevancy

CM Critical Relevant M1 M2 M3 M4 M5 M6 M7 M8

CM Critical Non-Relevant M1 M2 M3 M4 M5 M6 M7 M8

7. Airport Operational Hours

For determining compliance with the SLA performance requirement established in section 1.13, the MSP shall use the following airport operation hours based on airport category:

Category X = 21 operational hours Category I = 18 operational hours Category II = 16 operational hours Category III = 14 operational hours Category IV = 14 operational hours

7. Airport Operational Hours