iTRAK Attachment F - Hosting Operations and Maintenance Final.pdf

Attachment F - iTRAK Hosting, Operations, and Maintenance Services Performance Metrics

Performance Objective

(desired outcomes)

Standard

(Unit of measure)

Performance Threshold

(This is the maximum error rate.)

Method of Surveillance

1 The application response time will be six

(6) seconds.

Online Transaction (Posting, Expenditure, etc.) response time is two (2) seconds.

Performance includes the Application and the User Response times.

Application response time includes program and reports.

Response Time Definition: The amount of time necessary to present the resultant data when conducting requests.

Seconds The system will conform to the performance thresholds of 95% of the time.

All measurements are recorded by the monitoring tool and these data are reported at the end of each month.

100% Inspection by COTR and Project Office for compliance.

2. System will support 100 concurrent users with a minimum of 4000 transactions a day.

During each upgrade of the software, the simulated load and performance testing results will provide the threshold information

Number of concurrent users

System will be able to have at a minimum of 100 concurrent users at the same time in production.

Implementation testing should simulate 100 or more concurrent users to verify that the hardware and software can handle the capacity.

100% Inspection by COTR and Project Office for compliance.

3. The system will be available 24 hours a day, 365 days a year. (99.95 % uptime for production)

Planned downtime will not correspond to core business hours of 7:00 AM to 8:00

PM EST

The percentage of time in a calendar month that the Application and Systems at the primary or secondary sites are available.

99.95% up time for production (not including planned outages.

The Operational level metrics should be provided to NSF on a monthly basis.

100% Inspection by COTR and Project Office for compliance.

4. Recovery time:

Recovery Time Objective (RTO) will be within 48 hours.

Number of hours the system is unavailable (unscheduled).

System should be restored within 24 hours.

Provide outage metric as part of the regular reporting cycle including all

Performance Objective

(desired outcomes)

Standard

(Unit of measure)

Performance Threshold

(This is the maximum error rate.)

Method of Surveillance

Recovery Point Objective (RTO) will be the backup of data up to the last 24 hours.

The system would be available 99.95% of the time and outages will be notified within 1 hour of occurrence.

A complete loss of all services will not exceed 24 hours in case of emergency.

types of outages, root causes and corrective actions.

100% Inspection by COTR and Project Office for compliance.

5. All security incidents will be reported to NSF no more than two hours after detection.

System Reporting tool acknowledges an automated alarm, customer-generated ticket, phone call, or consulting issue.

Number of hours after detection.

All security incidents will be reported to NSF as soon as possible but no more than two hours after detection.

Provide monthly incident reports.

100% Inspection by COTR and Project Office for timeliness.

6. End user inquiries will be responded to within __ amount of time.

(The Contractor shall propose the response time performance objective, standard, and performance threshold for this metric.)

Amount of time after inquiry is reported

95% of inquires are responded to within __ amount of time.

Inquiry response times, answer times and status updates -creates incident reports that track actions with timestamps. These are measured against the time thresholds.

100% Inspection by COTR and Project Office for timeliness.

7 End users issues will be resolved within __ amount of time.

(The Contractor shall propose the response time performance objective (including severity levels and definitions), standard, and performance threshold for this metric.)

Number of hours after issue is reported

95% of issues are resolved within__ amount of time.

Issue response times, answer times and status updates -creates incident reports that track actions with timestamps. These are measured against the time thresholds.

100% Inspection by

Performance Objective

(desired outcomes)

Standard

(Unit of measure)

Performance Threshold

(This is the maximum error rate.)

Method of Surveillance

COTR and Project Office for timeliness.

8. Provide C&A documentation on time. Number of days late

3 calendar day deviation from standard set in agreed upon schedule.

100% Inspection by COTR and Project Office for timeliness.