Attachment J.3_ECMP Service Level Agreement.xlsx

XLSX spreadsheet 22 KB Posted Sep 13, 2011

Attached to: 2012 Career Forum Federal contract opportunity
Solicitation number: CC11HQQ0013
Issued by: Department of the Treasury Office of the Comptroller of the Currency

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SLA

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Other files attached to 2012 Career Forum, newest first.
File	Type	Posted
Attachment J.14_ECMP Demonstration_Scope Objectives and Evaluation Criteria.docx	DOCX document	Sep 13, 2011
Attachment J.10_ECMP Past Performance Reference.docx	DOCX document	Sep 13, 2011
Attachment J.13_Alignment of Implementation Phases with CLIN Structure.docx	DOCX document	Sep 13, 2011
Attachment J.4_ECMP Solution Use Case Model.doc	DOC document	Sep 13, 2011
Attachment J.5_ECMP Technical and Performance Requirements.doc	DOC document	Sep 13, 2011
Attachment J.11 Non-Disclosure Form.doc	DOC document	Sep 13, 2011
Attachment J.8_PMO Formatting and Style Guide.doc	DOC document	Sep 13, 2011
Request for Proposal 09.13.2011.doc	DOC document	Sep 13, 2011
Attachment J.12_QandA Matrix for ECMP RFP Questions.docx	DOCX document	Sep 13, 2011
Attachment J.15_ Sample Subcontracting Plan.doc	DOC document	Sep 13, 2011
Attachment J.1_ECMP Applicable Documents.docx	DOCX document	Sep 13, 2011
Attachment J.6_SAS Recommended Architecture.pdf	PDF	Sep 13, 2011
Section A_ SF 33.pdf	PDF	Sep 13, 2011
Attachment J.7_PMO Quality Assurance Plan.doc	DOC document	Sep 13, 2011
Attachment J.2 SOO.doc	DOC document	Sep 13, 2011
Attachment J.9_Information Security Self Assessment.pdf	PDF	Sep 13, 2011
Amendment 2.pdf	PDF	Aug 25, 2011
Amendment 1.pdf	PDF	Aug 18, 2011
Industry Q A.doc	DOC document	Aug 8, 2011
2012 Career Forum Class of 2009 - RFQ Parts I-V.doc	DOC document	Jul 28, 2011
SF 1449.pdf	PDF	Jul 28, 2011

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SLA Detail

Critical Success Factor	SLA Business Objective	Service Measure	Performance Target	SLR Performance	SLR Performance Basis of Measurement	Formula (TBD)	Measurement Interval	Reporting Period	Measurement Tool
Change Management	Ensure that planned changes are implemented in the mutually agreed timeframes	CR Completion	All CRs implemented on or before Planned Date identified in CR record	99%	N/A	Compliant CRs/All CRs x 100	Measure daily	Report monthly	Automated tool with dashboard & reporting capabilities
	Ensure that all implemented changes address the problem or situation for which they were requested	CR Accuracy/Relevance	All CRs completed testing successfully including UAT	99%	N/A	Compliant CRs/All CRs x 100	Measure daily	Report monthly	Automated tool with dashboard & reporting capabilities
Configuration Management	Ensure that planned releases are implemented in the mutually agreed timeframes	Release Completion	All releases implemented on or before Planned Release Date identified in project schedule	99%	N/A	Compliant Releases/All Releases x 100	Measure by release	Report monthly or by release (whichever is more frequent)	Automated tool with dashboard & reporting capabilities
	Ensure that all deployed releases contain all changes—and only those changes—planned for the release	Release Accuracy/Relevance	All releases complete CM pre-deployment audit successfully	99%	N/A	Compliant Releases/All Releases x 100	Measure by release	Report monthly or by release (whichever is more frequent)	Automated tool with dashboard & reporting capabilities
	Ensure the success of releases by eliminating rollbacks due to failure	Release Success	No releases rolled back due to failure	99%	N/A	Compliant Releases/All Releases x 100	Measure by release	Report monthly or by release (whichever is more frequent)	Automated tool with dashboard & reporting capabilities
Security Monitoring	Ensure that the OCC is notified of security breaches in a timely manner	Security Breach Notification	Relevant OCC personnel are notified of security breaches in a timely manner	100% within 15 minutes	24x7	Compliant Notifications/All Notifications x 100	Real-time measurement	Report weekly	Automated tool with dashboard & reporting capabilities
SLA Monitoring	Ensure that the OCC receives warning alerts for SLA violations in a timely manner	SLA Violation Notification	Relevant OCC personnel are notified of SLA violations are notified in a timely manner	100% by COB day of identification of violation	Business Hours	Compliant Notifications/All Notifications x 100	Real-time measurement	Report weekly	Automated tool with dashboard & reporting capabilities
Environment Monitoring	Ensure that the OCC receives warning alerts for all environmental problems in a timely manner	Environmental Problem Notification	Relevant OCC personnel are notified of environment problems are notified in a timely manner	100% within 15 minutes	24x7	Compliant Notifications/All Notifications x 100	Real-time measurement	Report weekly	Automated tool with dashboard & reporting capabilities
	Ensure that the OCC is notified when resource utilization reaches 75% of capacity in the following areas:

o Central Processing Units (CPU) o Memory o Data-storage utilization

o Network utilization	Resource Utilization Notification	Relevant OCC personnel are notified when resource utilization reaches 75% of capacity	100% by COB on day when capacity ceiling is reached	Business Hours	Compliant Notifications/All Notifications x 100	Real-time measurement	Report weekly	Automated tool with dashboard & reporting capabilities
	Availability	Ensure that solution uptime and network connectivity meet OCC’s requirements
**NOTE: Solution uptime only applies to components provided by the solution provider.	Environment Availability	Production, User and Collaboration environments are available 24 x 7	99%	N/A	100% – Unavailability (%)

where unavailability is defined as:

(Sum of Outage Duration × 100%) ÷ (Schedule Time – Planned Outage)	Real-time measurement	Report weekly	Automated tool with dashboard & reporting capabilities
			Environment Availability	Development and Staging environments are available 24 x 7, excluding scheduled down-time (limited to four contiguous hours on weekends only)	99%	N/A	100% – Unavailability (%)

where unavailability is defined as:

(Sum of Outage Duration × 100%) ÷ (Schedule Time – Planned Outage)	Real-time measurement	Report weekly	Automated tool with dashboard & reporting capabilities
		Ensure that the uptime and network connectivity of all graphical user interfaces (GUI) meet OCC’s requirements	Application Availability	Tier-1 applications are available 24 x 7	99%	N/A	100% – Unavailability (%)

where unavailability is defined as:

(Sum of Outage Duration × 100%) ÷ (Schedule Time – Planned Outage)	Real-time measurement	Report weekly	Automated tool with dashboard & reporting capabilities
			Application Availability	Tier-2 applications are available 24 x 7, excluding scheduled down-time (limited to four contiguous hours on weekends only)	99%	N/A	100% – Unavailability (%)

where unavailability is defined as:

(Sum of Outage Duration × 100%) ÷ (Schedule Time – Planned Outage)	Real-time measurement	Report weekly	Automated tool with dashboard & reporting capabilities
	Performance	Ensure that system performance meets requirements for the following:						Automated tool with dashboard & reporting capabilities
		o Disk input/output (I/O), including throughput	Performance Achievement	Minimum 75 MB/sec maintained	99%	N/A	99% – Non-compliant (%)

where non-compliance is defined as:

(Sum of Non-compliance Duration × 100%)	Real-time measurement	Report monthly	Automated tool with dashboard & reporting capabilities
		o Network performance, including throughput
**NOTE: Network service levels apply to the solution provider's network only. Errors on the OCC network or other external networks are excluded.	Performance Achievement	Error Rate	No errors on any device	N/A	Total Errors per Month	Real-time measurement	Report monthly	Automated tool with dashboard & reporting capabilities
		o Database performance	Performance Achievement	Architecture Dependent - TBD	TBD after solution is selected	TBD after solution is selected	TBD after solution is selected	Real-time measurement	Report monthly	Automated tool with dashboard & reporting capabilities
	Solution Issue Response and Resolution	Ensure timely resolution of security issues detected via monitoring	Incident Closure	Resolution Time	80% of Urgent issues (as defined by OCC) = Within 60 minutes of completed response
20% of Urgent issues = Within 1 business day	Business Hours	Compliant Closures/All Closures x 100	Real-time measurement	Report weekly	Automated tool with dashboard & reporting capabilities
			Incident Closure	Resolution Time	80% of High issues (as defined by OCC) = Within four hours of completed response
20% of High issues = Within 1 business day	Business Hours	Compliant Closures/All Closures x 100	Real-time measurement	Report weekly	Automated tool with dashboard & reporting capabilities
			Incident Closure	Resolution Time	80% of Medium issues (as defined by OCC) = Within 1 business day or 24 hours (whichever is less) of completed response
20% of Low issues = Within 2 business days	Clock Time	Compliant Closures/All Closures x 100	Real-time measurement	Report weekly	Automated tool with dashboard & reporting capabilities
			Incident Closure	Resolution Time	80% of Low issues (as defined by OCC) = Within 2 business day or 48 hours (whichever is less) of completed response
20% of Low issues = Within 5 business days	Clock Time	Compliant Closures/All Closures x 100	Real-time measurement	Report weekly	Automated tool with dashboard & reporting capabilities
		Ensure timely installation of security patches and anti-virus updates detected via monitoring	Patch Management	1 day	80% in one month	N/A	Compliant Patch Applications/All Patch Applications x 100	Real-time measurement	Report monthly	Automated tool with dashboard & reporting capabilities
		Ensure timely resolution of environment issues detected via monitoring
	Incident Closure	Resolution Time	80% of Urgent Issues (as defined by OCC) = Within 60 minutes of completed response
20% of Urgent issues = Within 1 business day	Business Hours	Compliant Closures/All Closures x 100	Real-time measurement	Report monthly	Automated tool with dashboard & reporting capabilities
			Incident Closure	Resolution Time	80% of High issues (as defined by OCC) = Within four hours of completed response
20% of High issues = Within 1 business day	Business Hours	Compliant Closures/All Closures x 100	Real-time measurement	Report monthly	Automated tool with dashboard & reporting capabilities
			Incident Closure	Resolution Time	80% of Medium issues (as defined by OCC) = Within 1 business day or 24 hours (whichever is less) of completed response
20% of Low issues = Within 2 business days	Clock Time	Compliant Closures/All Closures x 100	Real-time measurement	Report monthly	Automated tool with dashboard & reporting capabilities
			Incident Closure	Resolution Time	80% of Low issues (as defined by OCC) = Within 2 business day or 48 hours (whichever is less) of completed response
20% of Low issues = Within 5 business days	Clock Time	Compliant Closures/All Closures x 100	Real-time measurement	Report monthly	Automated tool with dashboard & reporting capabilities
	User Issue Response and Resolution	Ensure response times to user-initiated help desk calls meet requirements	Help Desk Response Time	Call Abandonment	<=5%	N/A	Abandoned Calls/All Calls x 100	Real-time measurement	Report monthly	Automated tool with dashboard & reporting capabilities
			Help Desk Response Time	Call Answer	100% <=30 seconds	Clock Time	Compliant Calls/All Calls x 100	Real-time measurement	Report monthly	Automated tool with dashboard & reporting capabilities
		Ensure response times to user-logged help desk tickets meet requirements	Help Desk Response Time (Initial Call)	Response Time	80% of Urgent incidents (as defined by OCC) = Within 15 minutes
20% of Urgent incidents = Within 4 hours	Business Hours	Compliant Responses/All Responses x 100	Real-time measurement	Report monthly	Automated tool with dashboard & reporting capabilities
			Help Desk Response Time (Initial Call)	Response Time	80% of High incidents (as defined by OCC) = Within 30 minutes
20% of High incidents = Within 4 hours	Business Hours	Compliant Responses/All Responses x 100	Real-time measurement	Report monthly	Automated tool with dashboard & reporting capabilities
			Help Desk Response Time (Initial Call)	Response Time	80% of Medium incidents (as defined by OCC) = Within 4 hours
20% of Low incidents = Within 8 hours	Business Hours	Compliant Responses/All Responses x 100	Real-time measurement	Report monthly	Automated tool with dashboard & reporting capabilities
			Help Desk Response Time (Initial Call)	Response Time	80% of Low incidents (as defined by OCC) = Within 8 hours
20% of Low incidents = Within 12 hours	Business Hours	Compliant Responses/All Responses x 100	Real-time measurement	Report monthly	Automated tool with dashboard & reporting capabilities
		Ensure help desk resolution times meet requirements	Incident Closure Time	Incidents closed in a timely manner	80% of Urgent incidents (as defined by OCC) = Within 60 minutes of completed response
20% of Urgent incidents = Within 1 business day	Business Hours	Compliant Closures/All Closures x 100	Real-time measurement	Report monthly	Automated tool with dashboard & reporting capabilities
			Incident Closure Time	Incidents closed in a timely manner	80% of High incidents (as defined by OCC) = Within four hours of completed response
20% of High incidents = Within 1 business day	Business Hours	Compliant Closures/All Closures x 100	Real-time measurement	Report monthly	Automated tool with dashboard & reporting capabilities
			Incident Closure Time	Incidents closed in a timely manner	80% of Medium incidents (as defined by OCC) = Within 1 business day or 24 hours (whichever is less) of completed response
20% of Low incidents = Within 2 business days	Clock Time	Compliant Closures/All Closures x 100	Real-time measurement	Report monthly	Automated tool with dashboard & reporting capabilities
			Incident Closure Time	Incidents closed in a timely manner	80% of Low incidents (as defined by OCC) = Within 2 business day or 48 hours (whichever is less) of completed response
20% of Low incidents = Within 5 business days	Clock Time	Compliant Closures/All Closures x 100	Real-time measurement	Report monthly	Automated tool with dashboard & reporting capabilities
			Incident Closure	Incidents closed on first contact	75%	N/A	Compliant Closures/All Closures x 100	Real-time measurement	Report monthly	Automated tool with dashboard & reporting capabilities
		Ensure incident resolution meets OCC customer satisfaction expectations, including those for timeliness and quality	Incident Closure Satisfaction	% Customer Satisfaction	90%	Survey	Satisfied Customers Surveyed Within Period/All Customers Surveyed Within Period x 100	Real-time measurement	Report monthly	Automated tool with dashboard & reporting capabilities
	Content Recoverability	Ensure ad hoc content recoverability meets requirements	Content Availability (Archive) - Time to retrieval	24x7	Tier-1 retrieval initiated = <15 seconds	Clock Time	Compliant Retrievals/All Retrievals x 100	Real-time measurement	Report monthly	Automated tool with dashboard & reporting capabilities
			Content Availability (Archive) - Time to retrieval	24x7	Tier-2 retrieval initiated = <24 hours	Clock Time	Compliant Retrievals/All Retrievals x 100	Real-time measurement	Report monthly	Automated tool with dashboard & reporting capabilities
			Content Availability (Archive) - Time to retrieval	24x7	Tier-3 retrieval initiated = <72 hours	Clock Time	Compliant Retrievals/All Retrievals x 100	Real-time measurement	Report monthly	Automated tool with dashboard & reporting capabilities
		Ensure disaster recovery content recoverability meets requirements	Content Availability (DR ) - Time to recovery	24x7	Tier 1 = <48 hours	Clock Time	Compliant Retrievals/All Retrievals x 100	Real-time measurement	Report monthly or by incident (whichever is more frequent)	Automated tool with dashboard & reporting capabilities
			Content Availability (DR ) - Time to recovery	24x7	Tier 2 = <seven days	Calendar Days	Compliant Retrievals/All Retrievals x 100	Real-time measurement	Report monthly or by incident (whichever is more frequent)	Automated tool with dashboard & reporting capabilities
			Content Availability (DR ) - Time to recovery	24x7	Tier 3 = <30 days	Calendar Days	Compliant Retrievals/All Retrievals x 100	Real-time measurement	Report monthly or by incident (whichever is more frequent)	Automated tool with dashboard & reporting capabilities

ECMP Service Level Agreement

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File details come from the government source that posted it. Updated Nov 14, 2017.