Exhibit B-003.docx

Exhibit B-003 Performance Requirement Calculations for Price Adjustment

The following performance requirements and per seat price reductions show the impact of performance on per seat pricing for Service Center Support under CLIN X002. Price reductions will be applied as indicated in the tables below, however the maximum per seat price reduction will not exceed 40% per monthly invoicing period. As business needs change and process improvements are implemented, a renegotiation of the performance requirements may be requested by the FAA or Contractor (frequency not to exceed once a year). In the case of automation, the FAA will unilaterally reallocate the weight factor of the per seat price reduction, as described under Metric 4. The parties agree that an emergency performance requirement renegotiation beyond the once per year schedule could be done if both parties consent. The Contractor must provide standardized monthly reports of actual performance against the standards and Acceptable Quality Levels (AQLs) for each metric described herein.

Service Center Support Metrics Summary Table

First Contact Resolution (FCR) Rate – All Categorized Incidents

Contract Year 3: > 74% of all categorized incidents resolved on first contact

Contract Year 4: > 76% of all categorized incidents resolved on first contact

Year 5 through the end of ISC Contract Period of Performance: > 78% of all categorized incidents resolved on first contact

Improvement Credit

If the Contractor did not meet the Performance AQL for the metric First Contact Resolution (FCR) Rate – All Categorized Incidents, which resulted in a per seat price reduction, the Contractor may be able to earn a 50% improvement credit. To earn the credit, the Contractor must exceed the metric in the following month by a minimum of 1% above the Acceptable Quality Level (AQL) and maintain that increased level for the next two months for a total of three months, or the remainder of the contract year, whichever comes first.

If the Contractor can demonstrate the improvement in the FCR service level as described above, the FAA will credit the Contractor 50% of lost payments for the metric in accordance with the conditions below.

The credit can be earned under the following conditions:

1. The Contractor has the potential to earn multiple improvement credits throughout the contract year, however, improvement credits will only be submitted for review and payment once per contract year. Therefore, the Contractor must keep track of all improvement trend data for the contract year and all supporting data must be provided upon submission of the request for credit

2. Earned Improvement Credits will not roll over to the next contract year.

Example:

First Contact Resolution (FCR) Rate – All Categorized Incidents (year 2) January Service Level achieved: 68% Assuming that the total amount lost for failing to meet this metric: $5,000 A 50% credit (in this example $2,500) can be earned if the Contractor exceeds the 70% AQL in February by at least 1%, then maintains that number in March and April. The Contractor can invoice for this credit at the end of the Contract year.

Performance Window:

Contract Year 2

Incident Categorization Table This table outlines how the priority level of an incident is determined. When categorizing incidents by priority, the impact of the incident and the degree of urgency are assessed, as indicated below.

Impact Level Priority = Impact + Urgency

Urgency Level

(1) Critical - Highly time sensitive and work cannot be completed.

No Workaround available.

(2) High - Time sensitive and work cannot be completed.

No Workaround available.

(3) Medium - Time sensitive and work can be completed.

Workaround available.

(4) Low - Not time sensitive and work can be completed.

Workaround is available.

Extensive/Widespread - (Agency Wide / All Users)

Significant/Large – (Regional Areas / Large Number of Users)

Moderate/Limited – (Large Number of Facilities / Multiple Users)

Minor/Localized - (Multiple Offices / Single Users)

Performance Requirements Summary The Government will use the table below to monitor the Contractor’s performance on this Task Order. The Contactor must report on the performance standards pertaining to each measurement area within the Monthly Status Report (as required by the ISC Program Management PWS).

VIP+ and VIP 1 - Priority 2 – High Incident Categorization Table

Priority 2 - 95% of incidents must be resolved in < 4 hours.

Weekly and monthly average resolution time reports developed from the ITMS.

Weekly Task Order management meetings.

Priority 3 - 95% of incidents must be resolved in < 6 hours.

Weekly and monthly average resolution time reports developed from the ITMS.

Weekly Task Order management meetings.

Service Center Performance Metrics The following tables describe the Service Center performance metrics, performance standards, and acceptable quality levels (AQLs). Service Center Metrics are calculated and maintained by the Contractor and reported in the Service Center reporting tool utilizing filters and queries. The final calculations are reviewed and mutually agreed upon by the FAA and Contractor. The Contractor is not to make any changes or adjustments to these filters and queries without concurrence from the FAA.

When calculating performance, the Contractor must not perform rounding. The Contractor must report final calculation results to two decimal places. When calculating the maximum per seat price reduction and actual per seat price reduction, the reduction must be rounded to the nearest cent.

When calculating inclusion of exceptions, any approved exception requests submitted by the Contractor (both made and missed metrics or the ACD data for those exception time periods), must be removed from overall metric calculations.

Service Center Metric 1

Calculation for Daily Average Speed to Answer:

· Number of calls answered in < 60 seconds ÷ (total calls received – Abandoned calls of < 60 seconds) = Daily ASA

· Example: Number of calls Answered in < 60 seconds is 1,824 calls ÷ (2,093 Total Calls received – 109 Abandoned calls of < 60 seconds) = 91.94% Daily ASA

· Calculation Used to Determine Actual Per Seat Price Reduction (if any):

· Service Center Support per seat price × 10% = maximum per seat price reduction

· Number of days in month where Daily ASA is more than 60 seconds ÷ number of days in the month = percentage of days missed

· Percentage of days missed X maximum per seat price reduction = actual per seat price reduction

· Example:

· $12.32 per seat price × 10% = $1.23 maximum per seat price reduction

· 2 days where Daily ASA is more than 60 seconds ÷ 30 days in the month = 6.67% of days missed Ex: (2 ÷ 30 x 100 = 6.67%)

· 6.67% of days missed × $1.23 maximum per seat price reduction = $0.08 actual per seat price reduction Definitions: Daily Average Speed to Answer measures the number of calls answered in less than or equal to 60 seconds after the caller’s last automated menu selection and the completion of the last IVR message. Any calls that are user-initiated disconnects of 60 seconds or less will be excluded from this count.

Measurement Tool: Call level Automated Call Distribution (ACD) call logs. The Contractor must use current ACD data to provide detailed data reports demonstrating that this performance requirement has been met.

Performance Reporting and Surveillance Method: Report monthly in detailed data reports. Report the number of days within the month where the standard was met, the number of days within the month where the standard was not met, and the total number of days within the month. The FAA will review all metrics reports to determine achievement of the performance standard and AQL.

Other Reporting: Report daily (via a dashboard and/or in reports) and weekly.

Service Center Metric 2

Metric

Calculation for Monthly Average Speed to Answer:

· Total of every speed to answer measurement for all calls within the month ÷ (total calls received – Abandoned calls of < 60 seconds within the month) = Monthly ASA

· Example: 2,500,000 seconds ÷ (34,400 total calls received – 1,400 Abandoned calls of < 60 seconds) = 75.75 seconds Monthly ASA Calculation Used to Determine Actual Per Seat Price Reduction (if any):

· Service Center Support per seat price × 10% = maximum per seat price reduction

Definitions: Average Speed to Answer measures the average amount of time taken to answer a phone call after the caller's last automated menu selection and the completion of the last IVR message. Any calls that are user-initiated disconnects of 60 seconds or less will be excluded from this count.

Measurement Tool: Call level Automated Call Distribution (ACD) call logs. The Contractor must use current ACD data to provide detailed data reports demonstrating that this performance requirement has been met.

Performance Reporting and Surveillance Method: Report monthly in detailed data reports. Report the number of days within the month where the standard was met, the number of days within the month where the standard was not met, and the total number of days within the month. The FAA will review all metrics reports to determine achievement of the performance standard and AQL.

Other Reporting: Report weekly to include both a weekly breakdown of the data and month-to-date data as of the week ending date. In addition, the Monthly ASA is an FAA Customer-Facing Metric that must be reported monthly to the FAA Dashboard.

Notes:

· When calculating this metric, the call “wait time” prior to the selection of the Contractor’s Interactive Voice Response (IVR) system “Callback” option MUST be included in the ASA calculation. Once the “Callback” is selected by the caller, the call “wait time” stops for those calls. The Contractor must provide the “Time in Callback Queue” data that shows the time callers wait for a callback once they select the option. The FAA may consider this information as mitigating circumstances when determining any deductions applicable to this performance requirement.

Service Center Metric 3

Calculation for Call Abandonment Rate:

· (Total number of abandoned calls within the month – Abandoned calls of < 60 seconds within the month) –÷ total calls received = Call Abandonment Rate

· Example: (450 abandoned calls – 14 Abandoned calls of < 60 seconds) ÷ 34,400 total calls received = 1.27% Call Abandonment Rate Ex: (450 - 14 ÷ 34,400 x 100 = 1.27%)

Calculation Used to Determine Actual Per Seat Price Reduction (if any):

· Service Center Support per seat price × 5% = per seat price reduction Definitions: An abandoned call is one where the caller hangs up before being connected to a live Service Center Helpdesk agent. Any calls that are user-initiated disconnects of 60 seconds or less will be excluded from this count.

Measurement Tool: Call level Automated Call Distribution (ACD) call logs. The Contractor must use current ACD data to provide detailed data reports demonstrating that this performance requirement has been met.

Performance Reporting and Surveillance Method: Report monthly in detailed data reports. The FAA will review all metrics reports to determine achievement of the performance standard and AQL.

Other Reporting: Report weekly to include both a weekly breakdown of the data and month-to-date data as of the week ending date. Report the daily Call Abandonment Rate in addition to the total number of days in the reporting period. Report daily, to include a complete 24-hour period from the prior day or days of the month, via a dashboard and/or in reports (per the FAA’s request).

Service Center Metric 4

Calculation for Email Response Rate:

· Total number of interactions processed in < 60 minutes (for email received within the month) ÷ total number of interactions created within the month = Email Response Rate

· Example: 900 combined interactions processed in < 60 minutes ÷ 1,000 total emails = 90%

Calculation Used to Determine Actual Per Seat Price Reduction (if any):

· Service Center Support per seat price × 10% = maximum per seat price reduction

Definitions: The Email Response Rate is the amount of time to respond to interactions, based on email submission time to the Service Center Helpdesk by end users through the ITSM Tool ServiceNow.

Measurement Tool: FAA-designated IT Service Management (ITSM) tool.

Performance Reporting and Surveillance Method: Report monthly in detailed data reports which include a breakdown of interactions created. Based on the ITSM tool, reports must capture the Closed/Abandoned Date/Time” of the ServiceNow “Interaction” minus the “Opened Date/Time” of the interaction or the “Closed/Complete Date/Time minus the “Opened Date/Time of the interaction. The FAA will review all metrics reports to determine achievement of the performance standard and AQL.

Other Reporting: Report daily (via a dashboard and/or in reports) to include a complete 24-hour period from the prior day or days of the month, and weekly to include both a weekly breakdown of the data and the month-to-date data as of week ending date.

Notes:

· In ServiceNow all emails sent to the Helpdesk@faa.gov email box automatically creates a ServiceNow interaction. That interaction creation date and time are captured in ServiceNow. The updated measure is to process the interactions (incoming emails) and either create a new incident, create a new request, associate the interaction with an already existing ticket, or close/abandon the interaction due to no action needed.

· Response rate will only be measured for interactions where the response includes a valid incident, request number, email requests/inquiries that would not normally require creation of an incident (these email requests/inquiries must be tracked and included in the measurement calculation for this performance requirement) such as associating the email requests/inquiries with an existing Incident or Request, or closed/abandoned the interaction due to no action needed.

· When FAA systems required to meet this performance requirement are unavailable, the Contractor must provide supporting data with detailed information regarding FAA system outages, including representative data showing the relationship of outages to meeting the performance standard/AQL. The FAA may consider this information as mitigating circumstances when determining any per seat price reductions applicable to this performance requirement.

· If the email system is unavailable, the Contractor must provide supporting data with detailed information regarding the outages, including representative data showing relationship of outages to meeting the performance standard/AQL. The FAA may consider this information as mitigating circumstances when determining any per seat price reductions applicable to this performance requirement.

· For email submissions, the Service Center Helpdesk agent must create a ticket, relate to an existing ticket, or close/abandon the interaction in the current ITSM tool.

· Chat capabilities were excluded at the beginning of the Contract period of performance but may be implemented and measured at some time during the period of performance as an additional feature.

* Emails are currently received into a separate Microsoft Outlook email box, but the FAA email relay connects the email box directly to the ServiceNow ITSM solution. In the event a solution is deployed that automates the current manual process of interaction handling, where the Service Center Helpdesk agent no longer must take any actions related to email submissions, the seat price reduction for Service Center Metric 4, Email Response Rate, will be discontinued. If this occurs, the FAA must approve the discontinuation of the seat price reduction for Service Center Metric 4 and will determine a date to transition the 10% weight factor to Service Center Metric 7, Incident Resolution Rate – Unresolved on First Contact, which will be distributed evenly between Priority 1 and Priority 2 level incidents, increasing those weight factors from 5% to 10%.

Service Center Metric 5

First Contact Resolution (FCR) Rate – All Categorized Incidents

Calculation for First Contact Resolution Rate:

· Total number of FCR capable categorized incidents resolved by Service Center Service Desk on first contact within the month ÷ total number of categorized incidents opened within the month = First Contact Resolution Rate – All Incidents

· Example: 1,000 incidents resolved as first contact ÷ 1,500 total incidents resolved by Service Center Service Desk = 66.66% Calculation Used to Determine Actual Per Seat Price Reduction (if any):

· Service Center Support per seat price x 15% = maximum per seat price reduction

Definitions:

· First Contact Resolution Rate is the percentage of contacts resolved by the Service Center Service Desk on the first live interaction with the end user. For live calls and chats, this means the end user’s issue is resolved before they hang up the phone or end the chat session. Calls or chats requiring call-back to the end user or escalation to another source of support do not qualify for FCR.

· Categorized incidents are incidents requiring correction of service operations to minimize the business impact; commonly referred to as “break/fix” incidents.

Measurement Tool: ITSM tool.

Performance Reporting and Surveillance Method: Report monthly in detailed data reports. The FAA will review all metrics reports to determine achievement of the performance standard and AQL.

Other Reporting: FCR for all incidents (not just categorized incidents) reported daily (via a dashboard and/or in reports as directed by the FAA) and weekly. In addition, the FCR Rate – All Categorized Incidents is an FAA Customer-Facing Metric that must be reported monthly to the FAA Dashboard.

Notes:

· If the FAA system required to meet this performance requirement is unavailable, the Contractor must provide supporting data with detailed information regarding the outages, including representative data showing relationship of outages to meet the performance standard/AQL. The FAA may consider this information as mitigating circumstances when determining any deductions applicable to this performance requirement.

· If incidents cannot be resolved by the Service Center Service Desk and require support from outside the Service Center Support Task Order (e.g. FAA AIT Teams, Lexmark, Dell, Fujitsu, HP, Cisco, and other vendors that may be required to provide warranty or other support services) the incidents are excluded from the metric. The Contractor must provide a list of those incidents with reasons why the incidents could not be resolved and hence excluded.

Service Center Metric 6

Calculation for Service Center Customer Satisfaction Rating:

· Compute the percentage of survey question responses indicating positive customer satisfaction from all returned Service Center Customer Satisfaction surveys for the month. To compute the Customer Satisfaction average rating, use the following:

1: Count the number of Questions with Satisfied Responses (4-5) 2: Count the total number of Question Responses (1-5) 3: Calculate Customer satisfaction rating: #Satisfied Responses ÷ Total # of responses

Example:

· Total Questions with Satisfied Responses: 20

· Total Question Responses: 23

· Customer Satisfaction Rating: 20 ÷ 23 = 87.0% Notes:

· The total count for all surveys distributed, survey responses returned, positive responses, and negative responses (question rating of 1 or 2) must be reported.

· The rating scale for survey questions is: 1 = Unacceptable, 2 = Poor, 3 = Average, 4 = Good, 5 = Excellent, with no fractional ratings.

· A “No” answer to the “Resolved?” survey question will result in removal of any positive (4 or 5) responses in that survey from the count of “satisfied” responses for purpose of calculating the AQL results. The negative survey review process will be invoked for all surveys with a “No” answer to the “Resolved?” survey question.

· The Contractor must follow up on any question rating of 1 or 2 (which is considered negative) to ensure corrections are made to improve performance. This includes surveys where the “Resolved?” question has an answer of “No”.

Notes:

· Surveys related to customer dissatisfaction about an application, policy, or procedures outside of Contractor responsibility may be excluded from the measurement. The Contractor must provide the FAA with a detailed report of these excluded surveys.

· ISC Base Contract Exhibit C-019 (Customer Feedback Reporting Template) must be used to assist in calculating and reporting this metric.

· The Contractor must break the Individual Survey Ratings into categories as defined in ISC Base Contract Exhibit C-019 (Customer Feedback Reporting Template).

Calculation Used to Determine Actual Per Seat Price Reduction (if any):

· Service Center Support per seat price × 20% = maximum per seat price reduction

Definitions: The Service Center Customer Satisfaction Rating measures or indicates the degree to which end users of the Service Center support products or services are pleased with those products or services.

Measurement Tool: Survey developed by the FAA, which is automatically sent to the end user upon incident closure. At the FAA’s option, this may be changed to a survey of a statistically significant sample rather than a 100% sample. Survey questions can be found in ISC Base Contract Exhibit C-018 – Service Center Customer Satisfaction Survey Questions. At the FAA’s option, a different tool(s) may be used for survey distribution. Modifications to the survey questions after Contract award must be mutually agreed-upon by the FAA and the Contractor, and the performance requirement must be modified if necessary.

Performance Reporting and Surveillance Method: Report monthly in detailed data reports, including details on excluded surveys. The FAA will review all metrics reports to determine achievement of the performance standard and AQL.

Other Reporting: Report weekly. In addition, the Service Center Customer Satisfaction Rating is an FAA Customer-Facing Metric that must be reported monthly to the FAA Dashboard.

Service Center Metric 7

Calculation for Monthly Incident Resolution Rate (%) =:

· (Number of incidents unresolved on first contact that are resolved within the applicable SLA resolution timeframe ÷ Total number of incidents unresolved on first contact and closed during the measurement period) × 100.

· The Incident Resolution Rate shall be calculated separately for each incident priority level and, where applicable, for each customer tier.

· Example: (80 Incidents Resolved ÷ 78 Incidents Unresolved) x 100 = 97.5% Monthly Incident Resolution Rate % Calculation Used to Determine Actual Per Seat Price Reduction (if any):

· Service Center Support per seat price x 10% = maximum per seat price reduction

Definition:

· Service Center Metric 7 measures the Service Center’s ability to resolve incidents within agreed resolution timeframes based on incident priority. Performance is evaluated monthly using an Acceptable Quality Level (AQL) of 95% on-time resolution per priority level.

Measurement Tool:

· IT Service Management (ITSM) system

Performance Reporting and Surveillance Method: Report monthly in detailed data reports. The FAA will review all metrics reports to determine achievement of the performance standard and AQL.

· If the FAA system required to meet this performance requirement is unavailable, the Contractor must provide supporting data with detailed information regarding the outages, including representative data showing relationship of outages to meet the performance standard/AQL. The FAA may consider this information as mitigating circumstances when determining any deductions applicable to this performance requirement.

Service Center Metric 8

Calculation for Incident Resolution Rate:

· Total of every speed to answer measurement for all calls within the month ÷ (total calls received – Abandoned calls of < 60 seconds within the month) = Monthly ASA

· Example: 2,500,000 seconds ÷ (34,400 total calls received – 1,400 Abandoned calls of < 60 seconds) = 75.75 seconds Monthly ASA Calculation Used to Determine Actual Per Seat Price Reduction (if any):

· Service Center Support per seat price × 2% for each metric missed = maximum per seat price reduction up to 10%

Definitions:

· EOC - Outage Notification(s): Formal issuance of validated outage alerts, specifying the affected services (scope), urgency (severity), and the extent of user/business disruption (impact).

· EOC - Technical Participation: Deployment of subject matter experts (SMEs) to the Emergency Operations Center (EOC) bridge for real-time troubleshooting and coordination.

· EOC - Status Updates: Progress updates on outages including scope, severity, and impact

EOC - After-Hours Notifications: Escalation to leadership for of Major Incidents occurring outside standard business hours.

· EOC - Post-Incident Report: A comprehensive report documenting the incident timeline, severity, impact, resolution, Root Cause Analysis (RCA), and corrective actions.

Measurement Tool: ITSM tool.

Performance Reporting and Surveillance Method: Report monthly in detailed data reports. Report the number of days within the month where the standard was met, the number of days within the month where the standard was not met, and the total number of days within the month. The FAA will review all metrics reports to determine achievement of the performance standard and AQL.

Other Reporting:

Service Center Metric 9

Calculation for Incident Re-Open Rate:

· Total number of interactions re-opened after resolution and prior to closure (7 days) ÷ total number of interactions resolved by the Service Center Service Desk = Email Reopened Rate

· Example: 5 combined reopened interactions ÷ 1,000 total resolved interactions = 5%

Calculation Used to Determine Actual Per Seat Price Reduction (if any):

· (Number of Reopened Incidents ÷ Total Closed Incidents) × 100 Definitions: Ensure incidents are fully resolved upon closure and minimize the number of tickets that must be reopened due to incomplete resolution, recurrence, or premature closure.

Measurement Tool: FAA-designated IT Service Management (ITSM) tool.

Performance Reporting and Surveillance Method: The Contractor must report the monthly Incident Re-Open Ticket Rate, including total closed and reopened incidents, percentage, and root cause analysis. The FAA will validate results through system reports and random sampling. Metrics exceeding AQL will require corrective actions and may be reviewed during monthly performance meetings.

Other Reporting: Report daily (via a dashboard and/or in reports) to include a complete 24-hour period from the prior day or days of the month, and weekly to include both a weekly breakdown of the data and the month-to-date data as of week ending date.

Alternative Language: The Contractor shall generate and provide additional reports as requested by the FAA to support program oversight, performance analysis, or management decision-making. These reports may include, but are not limited to, trends in ticket volume, incident categories, user satisfaction, resource utilization, and ad hoc analyses. All reports shall be accurate, complete, and delivered in a timely manner according to FAA requirements.

Notes:

· A high re-open rate may indicate deficiencies in problem resolution, documentation, or communication.

· Root cause analysis should be performed for any metric deviations to identify process or training improvements.

Service Center Metric 10

Calculation for Email Response Rate:

· Total number of interactions processed in < 30 minutes (for email received within the month) ÷ total number of interactions created within the month = Email Response Rate Example: 900 combined interactions processed in < 30 minutes ÷ 1,000 total emails = 90% Calculation Used to Determine Actual Per Seat Price Reduction (if any):

· Service Center Support per seat price × 10% = maximum per seat price reduction

Definitions: The Email Response Rate is the amount of time to respond to interactions, based on email submission time to the Service Center Helpdesk by end users through the ITSM Tool ServiceNow.

Measurement Tool: FAA-designated IT Service Management (ITSM) tool.

Performance Reporting and Surveillance Method: Report monthly in detailed data reports which include a breakdown of interactions created. Based on the ITSM tool, reports must capture the Closed/Abandoned Date/Time” of the ServiceNow “Interaction” minus the “Opened Date/Time” of the interaction or the “Closed/Complete Date/Time minus the “Opened Date/Time of the interaction. The FAA will review all metrics reports to determine achievement of the performance standard and AQL.

Other Reporting: Report daily (via a dashboard and/or in reports) to include a complete 24-hour period from the prior day or days of the month, and weekly to include both a weekly breakdown of the data and the month-to-date data as of week ending date.

Notes:

· In ServiceNow all emails sent to the ait-aps-executive-it-support-team@faa.gov (AIT-APS-Executive-IT-Support-Team) email box automatically creates a ServiceNow interaction. That interaction creation date and time are captured in ServiceNow. The updated measure is to process the interactions (incoming emails) and either create a new incident, create a new request, associate the interaction with an already existing ticket, or close/abandon the interaction due to no action needed.

· Response rate will only be measured for interactions where the response includes a valid incident, request number, email requests/inquiries that would not normally require creation of an incident (these email requests/inquiries must be tracked and included in the measurement calculation for this performance requirement) such as associating the email requests/inquiries with an existing Incident or Request or closed/abandoned the interaction due to no action needed.

· When FAA systems required to meet this performance requirement are unavailable, the Contractor must provide supporting data with detailed information regarding FAA system outages, including representative data showing the relationship of outages to meeting the performance standard/AQL. The FAA may consider this information as mitigating circumstances when determining any per seat price reductions applicable to this performance requirement.

· If the email system is unavailable, the Contractor must provide supporting data with detailed information regarding the outages, including representative data showing relationship of outages to meeting the performance standard/AQL. The FAA may consider this information as mitigating circumstances when determining any per seat price reductions applicable to this performance requirement.

· For email submissions, the Service Center Helpdesk agent must create a ticket, relate to an existing ticket, or close/abandon the interaction in the current ITSM tool.

· Chat capabilities were excluded at the beginning of the Contract period of performance but may be implemented and measured at some time during the period of performance as an additional feature.

* Emails are currently received into a separate Microsoft Outlook email box, but the FAA email relay connects the email box directly to the ServiceNow ITSM solution. In the event a solution is deployed that automates the current manual process of interaction handling, where the Service Center Helpdesk agent no longer must take any actions related to email submissions, the seat price reduction for Service Center Metric 4, Email Response Rate, will be discontinued. If this occurs, the FAA must approve the discontinuation of the seat price reduction for Service Center Metric 4 and will determine a date to transition the 10% weight factor to Service Center Metric 7, Incident Resolution Rate – Unresolved on First Contact, which will be distributed evenly between Priority 1 and Priority 2 level incidents, increasing those weight factors from 5% to 10%.

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