A17 A1 Appendix A SLA Final.docx

Appendix A – Service Level Agreement (SLA)

1. Introduction

This section details the Service Levels expected for the NLRB FOIA Solution. Metrics are defined as measures of activities or actions that are collected and analyzed to evaluate performance. The Contractor must provide specifications for the Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) as described below.

1) Key Performance Indicators (KPIs)

KPIs are Service Level metrics with automatic impacts (financial and/or non-financial) to the Contractor for failure to meet the acceptable quality level. The table below lists all KPIs that are applicable and shall be specified in the Contractor’s SLA. Details for each KPI are listed in the table below.

All the KPIs below apply to the NLRB FOIA Solution in the Production environment.

Key Performance Indicators

K1: Application Availability

Measures the percentage of Application Availability. The NLRB FOIA Solution is deemed available when the following conditions are met:

· The NLRB FOIA Solution is up and fully functional, and users are able to work within the application as designed and intended.

· For purposes of this performance metric, approved downtime hours include scheduled maintenance, deployments, and unscheduled downtime (if approved by the NLRB).

This applies during NLRB business hours, which shall, for purposes of SLA determination, include non-holiday business days, from 6a-9p Eastern Time.

Measured and reported monthly for previous month.

K2: System Response Time

K3: Incident Response

Measures the percent of Incidents responded to within an acceptable timeframe:

· For purposes of this performance metric, the Incident count includes Incidents responded to in the reporting month.

· For purposes of this performance metric, Incidents are considered responded to when a contractor resource capable of understanding the problem communicates with the NLRB support contact about the Incident (e.g., via phone, email). A ticket is created (Date/time-stamped) and tracked to the time that the Incident is resolved.

Timeframes assume the clock starts at the time the Incident was assigned to Contractor and stops at the time the Incident is resolved by Contractor as captured systematically in an Incident Management System for the oldest ticket related to the Incident.

· Severity level 1 incident(s) must be responded to within two business hours and must be resolved within two business days.

· Severity level 2 incident(s) must be responded to within four business hours and must be resolved within five business days.

· Severity level 3 incident(s) must be responded to within 1 business day and must be resolved within ten business days.

· All responses and confirmation of the resolution shall be sent in writing to the NLRB Oversight Manager and COR. See PWS Sections 4.15.11, 4.15.12 for the Severity Level descriptions.

Measured and reported monthly for the previous month.

K4: Support Response

Measures the percent of Support Requests responded to within an acceptable timeframe:

· For purposes of this performance metric, the Support Request count includes support requests responded to in the reporting month.

· For purposes of this performance metric, Support Requests are considered responded to when a contractor resource capable of understanding the request communicates with the NLRB support contact about the Request (e.g., via phone, email). A ticket is created (Date/time-stamped) and tracked to the time that the Request is resolved.

Timeframes assume the clock starts at the time the Request was assigned to Contractor and stops at the time the Request is resolved by Contractor as captured systematically in an Incident Management System (or similar) for the oldest ticket related to the Request.

· Severity level 1 request(s) must be responded to within four business hours and must be resolved within two business days.

· Severity level 2 request(s) must be responded to within 1 business day and must be resolved within five business days.

· Severity level 3 request(s) must be responded to within 3 business days and must be resolved within ten business days.

· As per 4.15.13, the level assigned to a Support Request is determined by the user, based on their response-time need, and can be escalated or de-escalated at their discretion.

Measured and reported monthly for the previous month.

2) Monthly Service Level Performance Report

Contractor shall track its performance with respect to each KPI every month and provide the results to NLRB in a monthly Service Level Performance Report, which will include source data that substantiates the Contractor’s reported performance. The format and structure of the monthly Service Level Performance Report will be mutually agreed to by NLRB and the Contractor.