Attachment J1 - Service Level Agreement (SLA) Requirements.pdf

Attachment J1 - DC2 Secondary Internet Service Level Agreement Requirements

SLA/SLO Definition and Measurement

The Internet service requires SLA performance measures in the following areas:

• Network Availability

• Network Performance

• Service Support and Issue Resolution

These SLA performance areas represent the minimum acceptable Service Level Objectives (SLO) for the DC2 Internet Service reported to the office of the Chief Information Officer monthly. Each SLO will be measured and reported for the internet service.

The Contractor shall report on the following SLOs:

Network Availability – The network availability SLO measures the availability of uninterrupted internet service. The service is considered not available if Library users cannot access the internet due to system or networking issues at the Contractor’s end. This excludes VPN or networking connectivity issues on the Government’s end. This shall be reported monthly as the number of unplanned downtime hours.

Network Availability will be measured by using the incident tickets in the case tracking tool generated during service unavailability. All infrastructure and service outages or problems will have an incident ticket generated which includes the date and time of when the problem started and when the problem was resolved.

The network is considered to be functioning well if the network meets 99.9% availability.

This ticket will be used to determine the service interruptions.

1. Network availability for Network Availability Hours will be calculated as follows:

Network Availability = (x-y)/y* 100

Where x is the Network Availability hours during the month and y is the Network interruptions measured in hours during the Network Availability Hours during the month.

The following exclusions apply:

• Planned Downtime;

• Standard Maintenance Window;

• Items not under the direct control of the contractor

Network Performance – The internet performance SLO measures the performance of the internet service. The service is considered to be performing well if the following occurs:

• network latency is guarantee is less than 45 milliseconds across the providers backbone; and

• the packet loss guarantee is less than 0.1%

Service Support and Issue Resolution – The service support and issue resolution SLO measures the service restoration time and response to outages notifications.

Service Restoration: 4 hours (no dispatch required)

Service Restoration: 8 hours (dispatch required)

Incident report provided within 72 hours of service restoration

*Dispatch means – the Internet service provider sends the field technicians to LOC location to troubleshoot the circuit/equipment issue and this usually happens when the circuit down physically or its equipment on LOC site has issue that need sending people to take a look, which this needs more time. “

**No dispatch means – the internet service provider can troubleshoot through online or on phone support.

Reports - The contractor will document the results of the service level monitoring in a monthly Service Level Agreement Report that is due to the LOC COR by the 20th of the month for the preceding month’s performance data. The report shall include:

• Reporting on service performance over time to track improvements.

• Coordinating service level monitoring and reporting with COR

• Developing performance improvement plans where appropriate

• Implementing improvement plans.

• Number of security incidents identified and number of security incidents reported within 24 hours after discovery

Penalties

The contractor will incur penalties if service level objectives are not met. This section defines how SLA-related penalties are managed.

Total penalties in a month cannot be greater than one month worth of service. LOC’s COR has the right to waive penalties.

Penalties will be assessed on the following service level objectives if the defined metric levels are not met.

Service Level Objective Penalty Metric Penalty Distribution Network Availability Less than 99.9% availability when factoring in scheduled network availability and approved exclusions

The contractor shall credit the Library for each day or part of a day that the service is unavailable. The amount will be calculated by taking the monthly amount divided by the number of days in the month to determine the credit amount due to the Library. This amount shall be deducted from the invoice.

Network Performance Less than 45 milliseconds across provider backbone; and packet loss is less than 0.1%

Penalties for this SLO cannot exceed $200 per month

Service Support and Issue Resolution

No penalties assessed N/A

Reports No penalties assessed N/A