DRAFT CIG SLOs.pdf

DRAFT - Quality Assurance Surveillance Plan (QASP) Performance Standards

DRAFT DRAFT 10

Table 4-1 Performance Requirement Summary (PRS)

PWS

Ref.

CIG Req.

ID

ELM ID

Service Area in the PWS Proposed Performance

Measure/Standard Acceptable

Quality Level (AQL)

Contractor Reporting

Document / Contractor Reporting Frequency

Primary Monitoring Approach

Penalty for not meeting AQL

3.1

PSPIS-

SLO-

S.3.1.30

2565832 Service and Program Integration Services

Successful publication of stakeholder satisfaction survey. 100.00%

• SLO

Compliance Report

• Quarterly

Contractor Self-reporting

Negative CPARS and Award Term impact

3.1

PSPIS-

SLO-

S.3.1.31

2565833 Service and Program Integration Services

Inclusion of all stakeholders (identified and approved by IRS) in stakeholder satisfaction survey.

100.00%

• SLO

Compliance Report

• Quarterly

Contractor Self-reporting

Negative CPARS and Award Term impact

3.1

PSPIS-

SLO-

S.3.1.29

2565835 Service and Program Integration Services

Portal Service and Program Integration Services Reporting:

• Managed Service Provider reporting provides sufficient, accurate data for the Government to make informed decisions regarding programmatic, strategic, and financial planning.

• Managed Service Provider communicates, acknowledges, and resolves issues and/or complaints promptly.

• Financial reporting is accurate and enables the COTR and CO to monitor the contract and ensure that expenditures are kept within budget constraints.

90.00%

• SLO

Compliance Report

• Annually

Contractor Self-reporting;

Trend Analysis

Award Term impact

3.1

PSPIS-

SLO-

S.3.1.32

2565834 Service and Program Integration Services

Communications Plan adequately describes Managed Service Provider's stakeholder engagement approach to ensure customer satisfaction.

100.00%

• SLO

Compliance Report

• Annually

Contractor delivered plan

Negative CPARS and Award Term impact

DRAFT DRAFT 11

the PWS Proposed Performance

Measure/Standard Acceptable

Quality Level (AQL)

Contractor Reporting

Document / Contractor Reporting Frequency

Primary Monitoring Approach

Penalty for not meeting AQL

3.1

PSPIS-

SLO-

S.3.1.33

1370038 Service and Program Integration Services

The Managed Service Provider routinely report Service Level Objectives metrics.

99.99%

• SLO

Compliance Report

• Monthly

IRS

Inspection

Negative CPARS

3.2.1 PIS-SLO-

S.3.2.1.1 2703687 Infrastructure

Services

Newly configured WCMS developer Drupal environment response targets -execution time as measured from irs.gov developer points of presence for:

• Cache clear (below 2 sec)

• Generate content (below 2.8 sec)

• Generate media (below 25 sec)

• Export configuration (below 0.8 sec)

• Export database (below 0.5 sec)

• Import database (below 2.7 sec)

95.00%

• SLO

Compliance Report

• Monthly

Contractor Self-reporting

Negative CPARS and Award Term impact

3.3.3

PWHS-

SLO-

S.3.3.3.3

2565836 Application Hosting

Incident Management: Incident Response Time (Production) for:

• Priority 1 incidents (within 15 minutes); and

• Priority 2 incidents (within 1 hour), as per IRM 2.148.2

95.00%

• SLO

Compliance Report

• Monthly

Contractor Self-reporting

Negative CPARS and Award Term impact

3.3.3

PWHS-

SLO-

S.3.3.3.4

2565838 Application Hosting

Incident Management: Incident Notification Time (Production):

• Priority 1 incidents (within 15 minutes); and

• Priority 2 incidents (within 1 hour), as per IRM 2.148.2

95.00%

• SLO

Compliance Report

• Monthly

Contractor Self-reporting

Negative CPARS and Award Term impact

3.3.3

PWHS-

SLO-

S.3.3.3.5

2565839 Application Hosting

Incident Management: Incident Target Resolution Time (Production) for:

• Priority 1 incidents (within 4 hours);

and

• Priority 2 incidents (within 8 hours), as per IRM 2.148.2

95.00%

• SLO

Compliance Report

• Monthly

Contractor Self-reporting

Negative CPARS

DRAFT DRAFT 12

the PWS Proposed Performance

Measure/Standard Acceptable

Quality Level (AQL)

Contractor Reporting

Document / Contractor Reporting Frequency

Primary Monitoring Approach

Penalty for not meeting AQL

3.3.3

PWHS-

SLO-

S.3.3.3.9

2565840 Application Hosting

Incident Management: Incident Response Time (Production) for:

• Priority 3 incidents (within 4 hours)

• Priority 4 incidents (within 1 day), as per IRM 2.148.2

95.00%

• SLO

Compliance Report

• Monthly

Contractor Self-reporting

Negative CPARS and Award Term impact

3.3.3

PWHS-

SLO-

S.3.3.3.10

2565841 Application Hosting Incident Management: Incident Notification Time (Production) for:

• Priority 3 incidents (within 3 hours)

• Priority 4 incidents (within 8 hours)

95.00%

• SLO

Compliance Report

• Monthly

Contractor Self-reporting

Negative CPARS and Award Term impact

3.3.3

PWHS-

SLO-

S.3.3.3.11

2565842 Application Hosting Incident Management: Incident Target Resolution Time (Production) for:

• Priority 3 incidents (within 16 hours)

• Priority 4 incidents (within 32 hours)

95.00%

• SLO

Compliance Report

• Monthly

Contractor Self-reporting

Negative CPARS and Award Term impact

3.3.3

PWHS-

SLO-

S.3.3.3.12

2565843 Application Hosting Incident Management: Incident Response Time (Non-Production) for:

• Priority 3 incidents (within 8 hours)

• Priority 4 incidents (within 16 hours)

95.00%

• SLO

Compliance Report

• Monthly

Contractor Self-reporting

Negative CPARS and Award Term impact

3.3.3

PWHS-

SLO-

S.3.3.3.13

2565844 Application Hosting Incident Management: Incident Notification Time (Non-Production) for:

• Priority 3 incidents (within 12 hours)

• Priority 4 incidents (within 24 hours)

95.00%

• SLO

Compliance Report

• Monthly

Contractor Self-reporting

Negative CPARS and Award Term impact

3.3.3

PWHS-

SLO-

S.3.3.3.14

2565845 Application Hosting Incident Management: Incident Target Resolution Time (Non-Production) for:

• Priority 3 incidents (within 3 days)

• Priority 4 incidents (within 5 days)

95.00%

• SLO

Compliance Report

• Monthly

Contractor Self-reporting

Negative CPARS

DRAFT DRAFT 13

the PWS Proposed Performance

Measure/Standard Acceptable

Quality Level (AQL)

Contractor Reporting

Document / Contractor Reporting Frequency

Primary Monitoring Approach

Penalty for not meeting AQL

3.3.9

PWHS-

SLO-

S.3.3.8.8

2565846 Application Hosting

Service Desk: Service Desk Responses for Non-Production activities are within the following timeframes:

a. New User Access – 24 hours

b. Password reset – 4 hours

c. General information – 5 business days – unless otherwise defined

d. New virtual environments provisioning – 5 business days – unless otherwise defined

e. Code promotion to different instance or environment – 2 business days – unless otherwise defined

f. Setting up a site such as GitLab clone, database import, configuration import, etc. – 2 business days – unless otherwise defined

g. Changing site configuration - 2 business days - unless otherwise defined

h. Log files – continuous

i. Existing user log-in to assigned non-production environment 24x7

95.00%

• SLO

Compliance Report

• Monthly

Contractor Self-reporting

Negative CPARS and Award Term impact

3.3.7

PWHS-

SLO-

S.3.3.6.7

2565847 Application Hosting Configuration Change Management:

Application Hosting Service applications changes successfully deployed as per schedule in the ticket

97.00%

• SLO

Compliance Report

• Monthly

Contractor Self-reporting

3% App Hosting Service invoice and Award Term impact

3.3.7

PWHS-

SLO-

S.3.3.6.8

2565848 Application Hosting Deployment of high priority patches is completed on schedule 97.00%

• SLO

Compliance Report

• Monthly

Contractor Self-reporting

Negative CPARS

DRAFT DRAFT 14

the PWS Proposed Performance

Measure/Standard Acceptable

Quality Level (AQL)

Contractor Reporting

Document / Contractor Reporting Frequency

Primary Monitoring Approach

Penalty for not meeting AQL

3.3.7

PWHS-

SLO-

S.3.3.6.9

2565849 Application Hosting Applications maintain availability after patch deployment or rollback 99.99%

• SLO

Compliance Report

• Monthly

Contractor Self-reporting

Negative CPARS and Award Term impact

3.3.7

PWHS-

SLO-

S.3.3.6.10

2565850 Application Hosting Gap of time between a patch release and its deployment is less than 10 business days

97.00%

• SLO

Compliance Report

• Monthly

Contractor Self-reporting

Negative CPARS and Award Term impact

3.3.7

PWHS-

SLO-

S.3.3.6.11

2565851 Application Hosting All patch planned vulnerabilities are addressed with planned deployment 99.00%

• SLO

Compliance Report

• Monthly

Contractor Self-reporting

Negative CPARS and Award Term impact

3.3.2

PWHS-

SLO-

S.3.3.6.12

2565853 Application Hosting Capacity Utilization (Production) – Number of business days capacity utilization is in excess of 80% of the provisioned capacity

Less than 3 business days above 80%

• SLO

Compliance Report

• Monthly

Contractor Self-reporting

Negative CPARS and Award Term impact

3.3.2

PWHS-

SLO-

S.3.3.6.13

2565855 Application Hosting Capacity Utilization (Production) – Number of business days required to adjust the provisioned capacity with target utilization.

TBD

• SLO

Compliance Report

• Monthly

Contractor Self-reporting

Negative CPARS and Award Term impact

3.3.2

PWHS-

SLO-

S.3.3.6.14

2565856 Application Hosting Capacity Utilization (Non-Production) - Number of business days capacity utilization is in excess of 80% of the provisioned capacity

Less than 3 business days above 80%

• SLO

Compliance Report

• Monthly

Contractor Self-reporting

Negative CPARS and Award Term impact

3.3.2

PWHS-

SLO-

S.3.3.6.15

2565857 Application Hosting Capacity Utilization (Non-Production) – Number of business days required to adjust the provisioned capacity with target utilization.

TBD

• SLO

Compliance Report

• Monthly

Contractor Self-reporting

Negative CPARS and Award Term impact

3.3.1

PWHS-

SLO-

S.3.3.1.1

2565858 Application Hosting

Application Hosting Support:

Application Hosting Service Availability to RUP and EUP applications as measured from end-user access environment. Inclusive of contractor maintenance activities

99.99%

• SLO

Compliance Report

• Monthly

Contractor Self-reporting

3% App Hosting Services invoice and Award Term

DRAFT DRAFT 15

the PWS Proposed Performance

Measure/Standard Acceptable

Quality Level (AQL)

Contractor Reporting

Document / Contractor Reporting Frequency

Primary Monitoring Approach

Penalty for not meeting AQL

3.3.1

PWHS-

SLO-

S.3.3.1.2

2565859 Application Hosting

Application Hosting Support:

Application Hosting Service Availability (non-production) – Cumulative monthly availability of Managed Service Provider managed non-production environments based on infrastructure monitoring and reporting tools. Non-production environment includes but not limited to hardware, virtual machine, containers, software, tools to support, application development, monitoring, CI/CD and Agile Collaboration Tools. This excludes planned down time such as patching.

Inclusive of contractor maintenance activities.

99.90%

• SLO

Compliance Report

• Monthly

Contractor Self-reporting

Negative CPARS and Award Term impact

3.3.1

PWHS-

SLO-

S.3.3.1.3

2600632 Application Hosting

System and Data backup and restoration: Monthly cumulative accuracy and validity of successful backup and restoration monitored by backup and restore application.

99.99%

• SLO

Compliance Report

• Monthly

Contractor Self-reporting;

Backup and Restoration Analysis Report

Negative CPARS and Award Term impact

3.3.4

PWHS-

SLO-

S.3.3.3.6

1370026 Application Hosting Problem Management: Root cause analysis for Priority 1 through Priority 4 Problem candidates completed within 30 business days of second incident

90.00%

• SLO

Compliance Report

• Monthly

Contractor Self-reporting

Negative CPARS and Award Term impact

3.4 PSS-SLO-

S.3.4.5.10 2565861 Security

Security Vulnerability Remediation Percentage of critical and high vulnerabilities remediated in the required timeframe as per IRS Internal Revenue Manual

100.00%

• Security

Status and Reports

• Monthly

Contractor Self-reporting;

Periodic Inspection Random Sampling

2% of Security invoice

DRAFT DRAFT 16

the PWS Proposed Performance

Measure/Standard Acceptable

Quality Level (AQL)

Contractor Reporting

Document / Contractor Reporting Frequency

Primary Monitoring Approach

Penalty for not meeting AQL

3.4 PSS-SLO-

S.3.4.3.11 2565862 Security

Security POA&M Remediation – Percentage of security deficiencies remediated and closed in Treasury FISMA Information Management System (TFIMS) within the agreed to timeframe.

90%

• Security

Status and Reports

• Monthly

Contractor Self-reporting;

Trend Analysis

2% of Security

3.4

PSS-SLO-

S.3.4.9 2565863 Security

Verify effective Security Operations are in place:

• Ensure all reporting is timely and accurate.

• Ensure all data feeds are maintained per requirements.

• Ensure activities are executed according to Security Services Process plans and documents.

• All status reports and actions for the month are addressed and signed off by IRS CIG Authorizing Official or Authorizing Official Designated Representative (AODR)

100.00%

• Security

Status and Reports

• Monthly

Contractor Self-reporting;

Periodic Inspection Random Sampling

6% of Portal Security invoice

3.3.6 PAS-SLO-

S.3.5.2.12 2565864 Application Hosting

IRS.Gov & Microsite Website Availability – Managed Service Provider as measured from end user perspective for: https://www.irs.gov and the microsites https://www.stayexempt.irs.gov, https://www.marketingexpress.irs.gov, and https://www.eitc.irs.gov for both Production and Non- Production environments

99.99%

• SLO

Compliance Report

• Monthly

Contractor Self-reporting;

Trend Analysis

6% of irs.gov invoice

3.3.6 PAS-SLO-

S.3.5.2.13 2565865 Application Hosting

WCMS Availability – Monthly cumulative availability of WCMS as measured from end-user points of presence

99.99%

• SLO

Compliance Report

• Monthly

Contractor Self-reporting;

Trend Analysis

Negative CPARS

DRAFT DRAFT 17

the PWS Proposed Performance

Measure/Standard Acceptable

Quality Level (AQL)

Contractor Reporting

Document / Contractor Reporting Frequency

Primary Monitoring Approach

Penalty for not meeting AQL

3.3.6 PAS-SLO-

S.3.5.2.22 2600634 Application Hosting

Non-Production System Response Targets: application response time under 800ms – application response time as measured from the end users point of presence. Applications include developer and project management tools.

99.00% overall.

95.00% of website responses handled under 500ms

• SLO

Compliance Report

• Monthly

Contractor Self-reporting;

Customer Feedback, Trend Analysis

Negative CPARS and Award Term impact

3.3.6 PAS-SLO-

S.3.5.2.14 2565866 Application Hosting

Production System Response Targets:

application response time under 500ms

– website response time as measured from the end users point of presence

99.00% overall.

95.00% of website responses handled under 300ms

• SLO

Compliance Report

• Monthly

Contractor Self-reporting;

Customer Feedback, Trend Analysis

Negative CPARS and Award Term impact

3.3.6 PAS-SLO-

S.3.5.2.24 2600635 Application Hosting

WCMS Search System Availability Targets: Monthly cumulative availability of Search Engine which supports WCMS as measured from end-user points of presence.

99.99%

• SLO

Compliance Report

• Monthly

Contractor Self-reporting;

Trend Analysis

Negative CPARS and Award Term impact

3.3.6 PAS-SLO-

S.3.5.1.16 2565932 Application Hosting

System Response Targets: irs.gov application transactions (user interaction with applications) completed in 3 seconds or less

95.00%

• SLO

Compliance Report

• Monthly

Contractor Self-reporting;

Customer feedback, Trend Analysis

6% of Application Hosting Services

DRAFT DRAFT 18

the PWS Proposed Performance

Measure/Standard Acceptable

Quality Level (AQL)

Contractor Reporting

Document / Contractor Reporting Frequency

Primary Monitoring Approach

Penalty for not meeting AQL

3.3.6 PAS-SLO-

S.3.5.2.17 2565933 Application Hosting

WCMS: % Successful content updates.

100% of content updates (including user interfaces, templates and style sheets) to the Content Management System must be publicly available on all access sites, with all stale instances flushed from any CIG Web hosting cache components, within 3 minutes or less of completion of the CMS "publish" task by CMS user if published via CMS workflow: CMS “publish” action if published via CMS manual publish; or CMS publish date/time if published via scheduled publishing

99.99%

• SLO

Compliance Report

• Monthly

Contractor Self-reporting;

Customer feedback, Trend Analysis, 100% Inspection

Negative CPARS and Award Term impact

3.3.6 PAS-SLO-

S.3.5.25 2565935 Application Hosting

Application Development: All Managed Service Provider developed applications are available for use after completion of the deployment and there is no outage attributed to the application development.

95.00%

SLO

Compliance Report (During Transition, As required for new products and services)

Test plans and reports are received timely and approved by the IRS

6% of Application Hosting Services

3.3.6 PAS-SLO-

S.3.5.26 2565938 Application Hosting

For applications developed and hosted by MSP, full compliance with the Section 508 and resolution of all Section 508-related issues prior to deployment in Production in accordance with IRS policies and Legislative mandates.

99.00%

SLO

Compliance Report (During Transition, As required for new products and services)

Test plans and reports are received timely and approved by the IRS

Negative CPARS and Award Term impact

3.3.6 PAS-SLO-

S.3.1.27 2566050 Application Hosting

Implementation and Provision Services Availability: CIG IDIQ Filing Season application readiness

100.00% Annually

Contractor Self-reporting;

Trend Analysis

Award Term

DRAFT DRAFT 19

the PWS Proposed Performance

Measure/Standard Acceptable

Quality Level (AQL)

Contractor Reporting

Document / Contractor Reporting Frequency

Primary Monitoring Approach

Penalty for not meeting AQL

3.3.6 PAS-SLO-

S.3.1.28 2566052 Application Hosting Availability of file transfer functionality 99.99%

• SLO

Compliance Report

• Quarterly

Contractor Self-reporting

Negative CPARS and Award Term impact

3.3.6 PAS-SLO-

S.3.1.29 2566053 Application Hosting Upload file round-trip response time within 1 second. 99.50%

• SLO

Compliance Report

• Quarterly

Contractor Self-reporting

Negative CPARS and Award Term impact

3.3.6 PAS-SLO-

S.3.1.30 2566054 Application Hosting Bulk file upload throughput of at least

5 gigabits per second 99.50%

• SLO

Compliance Report

• Quarterly

Contractor Self-reporting

Negative CPARS and Award Term impact

3.3.6 PAS-SLO-

S.3.1.31 2566055 Application Hosting

File transfer success rate (file transfer success defined as file transferred without corruption).

99.50%

• SLO

Compliance Report

• Quarterly

Contractor Self-reporting

Negative CPARS and Award Term impact

3.3.6 PAS-SLO-

S.3.1.32 2566057 Application Hosting

File security (in transit and at rest upon completion) – All files in transit during upload and download and at rest upon completion of upload are protected from unauthorized or accidental access or exposure

100.00%

• SLO

Compliance Report

• Quarterly

Contractor Self-reporting

Negative CPARS and Award Term impact

3.3.6 PAS-SLO-

S.3.5.27 2566059 Application Hosting

For MSP developed applications, the Managed Service Provider resolved all Section 508-related issues prior to deployment to Production in accordance with IRS policies and Legislative mandates.

99.00%

• SLO

Compliance Report

• Periodic, upon release

Contractor Self-reporting

Negative CPARS and Award Term impact

3.3.6 PAS-SLO-

S.3.5.28 2566061 Application Hosting

CIG Application Availability - Application availability as measured from end-user points of presence.

99.99%

• SLO

Compliance Report

• Monthly

Contractor Self-reporting

Negative CPARS

DRAFT DRAFT 20

the PWS Proposed Performance

Measure/Standard Acceptable

Quality Level (AQL)

Contractor Reporting

Document / Contractor Reporting Frequency

Primary Monitoring Approach

Penalty for not meeting AQL

3.3.6 PAS-SLO-

S.3.5.29 2566062 Application Hosting

Successful and timely completion of Filing Season updates of PUP applications developed and hosted by MSP. Filing Season critical applications include but not limited to: Earned Income Tax Credit (EITC) Assistant, Free File, Interactive Tax Assistant (ITA), Link and Learn, Understanding Taxes, EITC Due Diligence Training, Sales Tax Deduction Calculator (STDC), and Tax Withholding Estimator (TWE).

100.00%

• SLO

Compliance Report

• Annually

Contractor Self-reporting

Negative CPARS and Award Term impact

3.3.10 PAS-SLO-

S.3.5.30 2566066 Application Hosting

Web Analytics: Target fulfillment time to request for access to unsampled data - within 2 business hours

90.00%

• SLO

Compliance Report

• Monthly

Contractor Self-reporting

Negative CPARS and Award Term impact

3.3.10 PAS-SLO-

S.3.5.31 2566067 Application Hosting

Web Analytics: Concurrent IRS employee users having successful access to unsampled data - at least 25 users.

90.00%

• SLO

Compliance Report

• Monthly

Contractor Self-reporting

Negative CPARS and Award Term impact

3.3.10 PAS-SLO-

S.3.5.32 2566068 Application Hosting

Web Analytics: System response to request for sampled or unsampled data

- within 3 seconds

90.00%

• SLO

Compliance Report

• Monthly

Contractor Self-reporting

Negative CPARS and Award Term impact

3.3.10 PAS-SLO-

S.3.5.33 2566069 Application Hosting

Web Analytics: System response to request for generating complex reports within 5 seconds

90.00%

• SLO

Compliance Report

• Monthly

Contractor Self-reporting

Negative CPARS and Award Term impact

3.3.10 PAS-SLO-

S.3.5.34 2566218 Application Hosting

Web Analytics: Rate of producing the requested data: (Total number of successfully completed requests for data in a calendar month / Total number of requests for data in a calendar month).

99.00%

• SLO

Compliance Report

• Monthly

Contractor Self-reporting

Negative CPARS

DRAFT DRAFT 21

the PWS Proposed Performance

Measure/Standard Acceptable

Quality Level (AQL)

Contractor Reporting

Document / Contractor Reporting Frequency

Primary Monitoring Approach

Penalty for not meeting AQL

3.6

IEPTS-

SLO-

S.3.7.1

2566070 Transition Services The final, IRS-approved CIG Services Transition Plan (TP) is delivered within 2 months of CIG contract award, and its status is provided monthly.

100.00% Contractor deliverable

IRS Review of deliverable

Negative CPARS and Award Term impact

3.6

IEPTS-

SLO-

S.3.7.2

2566071 Transition Services

A plan to achieve Authority to Operate (ATO) for CIG infrastructure is delivered within 2 months of CIG contract award, and its status is provided monthly.

100.00% Contractor deliverable

IRS Review of deliverable

Negative CPARS and Award Term impact

3.6

IEPTS-

SLO-

S.3.7.3

2566073 Transition Services All milestones established in the final, IRS-approved CIG Services Transition Plan (TP) are delivered by the planned completion dates.

97.00% Contractor deliverable

IRS Review of deliverable

% off invoice that corresponds to x % of total systems due to transition that invoice period

3.6

IEPTS-

SLO-

S.3.7.4

2566074 Transition Services

All applications and platforms hosted previously in IEP 1.5 infrastructure are transitioned and operational completely and successfully to CIG infrastructure by the planned completion date.

97.00% Contractor deliverable

IRS Review of deliverable

% off invoice that corresponds to x % of total systems due to transition that invoice period

3.6

IEPTS-

SLO-

S.3.7.5

2566075 Transition Services

All incidents and problems opened during the transition period and assigned to the CIG Contractor are resolved completely and approved for closure by IRS by the planned cutover date.

99.90% Contractor deliverable

IRS Review of deliverable

% off invoice that corresponds to x % of total systems due to transition that invoice period

3.6

IEPTS-

SLO-

S.3.7.6

2566078 Transition Services The IRS-approved CIG Services Termination Plan is delivered by a delivery date as determined by IRS.

100.00% Contractor deliverable

IRS Review of deliverable

Negative CPARS and Award Term impact

3.5

CWIS-

SLO-

S.3.6.1

2566082 Cloud Professional Services

Continuous availability of cloud hosting platform (production) to IRS cloud applications as measured from end-user access environment.

99.90%

• SLO

Compliance Report

• Monthly

Contractor Self-reporting

Negative CPARS

DRAFT DRAFT 22

the PWS Proposed Performance

Measure/Standard Acceptable

Quality Level (AQL)

Contractor Reporting

Document / Contractor Reporting Frequency

Primary Monitoring Approach

Penalty for not meeting AQL

3.5

CWIS-

SLO-

S.3.6.2

2566093 Cloud Professional Services

Cumulative monthly availability of cloud hosting platform (non-production) to IRS cloud applications based on infrastructure monitoring and reporting tools. This excludes the planned downtime such as patching.

99.90%

• SLO

Compliance Report

• Monthly

Contractor Self-reporting

Negative CPARS and Award Term impact

3.5

CWIS-

SLO-

S.3.6.3

2566094 Cloud Professional Services

A given IRS application workload, including all its non-production environments, is migrated and operational completely and successfully to the targeted IRS / CIG cloud environment(s) by the planned completion date.

100%

• SLO

Compliance Report

• Monthly

• Contractor Self-reporting

• Trend Analysis

Negative CPARS