Attachment J-XX GEOTAM Service Level Requirements.pdf
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- Attached to
- Census Bureau Transformation & Application Modernization (CenTAM) - Draft Solicitation Sections for Industry Review and Feedback Federal contract opportunity
- Solicitation number
- YA1323-26-CENTAMSN-0002
- Issued by
- Department of Commerce US Census Bureau
About this file
This is a Service Level Requirements attachment for the Geography Division Transformation and Application Modernization (GEOTAM) contract with the U.S. Census Bureau, dated April 17, 2026 (Draft).
The document establishes mandatory service level agreements for contractor issue resolution across three categories. Core hour support (6:00 am – 7:00 pm) requires Critical issues (outages, performance issues, data corruption, security incidents) to receive initial technical assessment within 30 minutes and complete resolution within 2 hours, with incident reports due within 24 hours. High priority issues (password reset, run scripts, data restore) require response within 30 minutes and resolution within 4 hours. Medium priority issues (create/delete account, security issues, health checks) require response within 2 hours and resolution within 8 hours. Low priority issues (ROM estimates, schedule work, data calls, security investigations) require response within 5 hours and resolution within 12 hours. Non-core hour support (before 6:00 am and after 7:00 pm) applies only to Critical issues with the same 30-minute assessment and 24-hour incident report requirements. Section 1.3 adds specific requirements for IT Management and Support for Spatial and Topology Applications and COTS Solutions, including post-maintenance validation completion within 1 hour, comprehensive incident reporting within 24 hours of resolution, issue communication via phone or email within 2 hours of discovery, and government approval with 3 business days' notice for any process, schedule, or procedure changes. Downtime and outage notifications must follow established communication procedures.
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Text version
Geography Division Transformation and Application Modernization
(GEOTAM)
Attachment J-XX – GEOTAM Service Level Requirements:
Draft
April 17, 2026
U.S. Census Bureau
Geography Division Transformation and Application
Modernization
Attachment J-XX – GEOTAM Service Level Requirements
1.0 Service Level Requirements
1.1 Core Hour Issue Resolution
The contractor shall adhere to the timeframe below for issue resolution during core hours from 6:00 am – 7:00 pm.
Urgency Maximum Time Initial Technical
Assessment Incident Report
Critical:
Outage, Performance
Issues, Data Corruption, Security Incident
30 Minute
Critical Response Within 30 minutes of issue notification Within 24 hours of issue resolution 2 Hour
Critical Resolution
High:
Password Reset, Run
Scripts, Data Restore
1 Hour
High Response Within 30 minutes of issue notification n/a
4 Hour
High Resolution
Medium:
Create/Delete Account, Security Issues, Health
Checks
2 Hour
Medium Response Within 2 hours of issue notification n/a
8 Hour
Medium Resolution
Low:
ROM estimates, Schedule work, Data Call, Security
Investigations
2 Hour
Low Response Within 5 hours of issue notification n/a
12 Hour
Low Resolution
1.2 Non- Core Hour Issue Resolution
The contractor shall adhere to the timeframe below for issue resolution outside of core hours before 6:00 am and after 7:00 pm.
Urgency Maximum Time
Initial Technical
Assessment Incident Report
Critical: Outage, Performance Issues, Data Corruption
30 Minute
Critical Response
Within 30 minutes of issue notification Within 24 hours of issue resolution
U.S. Census Bureau
Geography Division Transformation and Application
Modernization
Attachment J-XX – GEOTAM Service Level Requirements
1.3 IT Management and Support for Spatial and Topology
Applications and COTS Solutions
The Contactor shall ensure compliance with the current SLA listed below:
1. Complete post maintenance validation within 1 hour after completing the maintenance.
2. Incident reports are due within 24 hours of issue resolution. The report shall contain Incident ID, Stakeholder information, Incident description, Root cause analysis, Recommendations for corrective actions so as not to repeat the incident, and action items.
3. Any issues must be communicated via phone or email within 2 hours of issue discovery.
4. Any changes to the Process, schedule, or procedure must be approved by the government and communicated to the customer no less than 3 business days before implementing the change.
Notifications of downtimes/outages shall be communicated in accordance with established processes/procedures
File details come from the government source that posted it. Updated .