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Performance Measurement Section J Attachment 2
Introduction The Government will evaluate contractor performance in accordance with the Service Level Agreements (SLA) contained in Appendix A to this attachment. The Governments evaluation will be used to calculate the contractors eligibility for term and cash incentives defined in section H clause H.7 entitles “Contract incentives”.
Performance Incentive Calculation The Government will measure and assess Contractor performance each month to determine the service level achievements performance against the Minimal Acceptable SLA performance criteria, assign a score to each SLA, and develop a monthly performance score by applying weights to each SLA score. The Government will use the cumulative total of all months for the evaluation period to determine the Contractor’s eligibility for term and cash incentives in accordance with Section H clause entitled “Contract Incentives”.
If the contractor exceeds The Target Criteria level of performance stated in block 4B of the SLA the Government will assign a score “1” for the SLA. If the Contractor meets the Minimum Acceptable level in Block 4C of performance the Government will assign a score of “0” for the SLA. If the Contractor fails to meet the Minimum Acceptable level of performance the Government will assign a score of “-1” for the SLA.
After the Government has completed the monthly assessment of the SLAs the Government will determine SLA Area scores and monthly performance score using the weights in Appendix B. The SLA Area Score will be the sum of each SLA score within the SLA Area multiplied by the weights assign to the respective SLAs. The monthly performance score will be the sum of each SLA Area score multiplied by the weights assign to the respective SLA Areas.
For each evaluation period, the Government will assess the contractor’s SLA performance achievement using the monthly performance scores determined. Each Evaluation Period Score will be the sum of the monthly performance scores for all months within the evaluation period.
Appendix A: ITSM Performance Requirements
The following table summarizes the Service Level Agreements (SLAs) associated with the performance of the ITSM support services.
ITSM Performance Requirements
The following table summarizes the Service Level Agreements (SLAs) associated with the performance of the ITSM support services.
Table 1: ITSM Service Level Agreement (SLA) Contents
| Service Area |
| Task Area |
| Service Level Agreement Number |
| Shared Targets |
| Service Level Agreement Name |
| Applicable CLINS |
Service Area A: ITSM/SD
| Management |
| A1-1 |
| Area Specific |
| Personnel Timeliness |
| 3001, 3002, 4001, 4002, 5001, 5002, 6001, 6002 |
A1-2
Project Reporting and Performance
A1-3
Deliverable Quality
| A1-4 |
| Shared |
| Service Improvement Plan |
| A1-5 |
| Area Specific |
| Incident Monitoring |
A1-6
Transition Management
| IT Service Integration and Delivery Performance Management |
| A2-1 |
| Area Specific |
| End User Support Request |
| 3001, 3002, 4001, 4002, 5001, 5002, 6001, 6002 |
| A2-2 |
| Shared |
| Configuration and Asset and Reported Accuracy |
| A2-3 |
| Shared |
| Change and Release Without Incidents |
| A2-4 |
| Area Specific |
| Supporting Agreements |
| A2-5 |
| Shared |
| Performance Management Satisfaction Rate |
| A2-6 |
| Shared |
| Overall ITSM Delivery –Percentage of Accountability for Ticket Ownership |
| A2-7 |
| Shared |
| Request Management/ Fulfillment Satisfaction |
| A2-8 |
| Shared |
| Critical Services Throughput |
Service Desk Services
A3-1
Area Specific
Speed-to-Answer Rate 1003, 1004, 1005, 2003, 2004, 2005, 3003, 3004, 3005, 4003, 4004, 4005, 5003, 5004, 5005, 5003, 6004, 6005
A3-2
Abandonment Rate
A3-3
First-Call Resolution
A3-4
Re-Route Rate
A3-5
Non-Escalated Ticket Closure Rate
A3-6
End-User Satisfaction Rate
A-1.0 ITSM / Management
A-1.1 ITSM / Management – Personnel Timeliness
1. SLA SUMMARY
| 1A. TASK AREA |
| Task 1: ITSM / Management |
| 1B. PERFORMANCE CATEGORY |
| Quality / Availability |
| 1C. SLA # |
| 1-1 |
| 1D. SLA NAME |
| Personnel Timeliness |
2. SLA OVERVIEW
| 2A. SLA DESCRIPTION |
| Contractor staffs all key personnel, as identified in the Contractor contract organization documents, as may be amended from time to time by USSOCOM, with personnel having appropriate skills, training, and experience to meet the job requirements in a timely manner. Contractor is required to notify ITMO in writing within 24 hours of date of initial position vacancy, including position title, name of personnel, the effect such vacancy is anticipated to have on existing work, and action to be taken to mitigate risk |
| 2B. PERFORMANCE PERIOD |
| This SLA is in effect on a continuous basis without interruption throughout the term of the SITEC agreement |
3. SLA METRICS
| 3A. MEASUREMENT INTERVAL |
| Measurements to be taken on a rolling daily calendar day basis for each unfilled position |
| 3B. MEASUREMENT PERIOD |
| The Measurement Period begins at 00:01 on the first calendar day of the month and ends at 24:00 on the last calendar day of the month |
| 3C. SOURCE OF MEASUREMENT DATA |
| ITMO will create, maintain, and update a key position personnel log where the Contractor will, at minimum, record and track key position titles and responsibilities, date that the position was initially established, date that the key position was staffed, name of the individuals filling the key position at any given period of time, the date that (for any reason) the key position vacated, and the cumulative elapsed time the position is vacant. |
| 3D. METHOD OF SURVEILLANCE |
| 100 Percent Inspection. Monthly report on SLA attainment providing length of elapsed time to fill vacant key positions with qualified and trained staff from date of initial vacancy. The government ITMO personnel will conduct full reviews of all Contractor key personnel vacancies and their timely filling of open key personnel positions. |
| 3E. TIMING OF MEASUREMENT |
| Measurements are taken monthly on a per-position vacancy basis commencing no more than 24 hours following the date a position is created and unfilled or vacated by Contractor staff member |
| 3H. EXCEPTIONS |
| Field left blank intentionally. |
4. SLA MEASUREMENT
| 4A. CALCULATION |
| Total elapsed time in days to fill an open position from date position is initially vacated until qualified appropriately cleared personnel are working onsite is calculated as |
· The Minimum Service Level shall be obtained if the Total of calendar days to fill position <= 28 calendar days ; and
· The Target shall be obtained if the Total of calendar days to fill position <= 28 calendar days applicable to all open positions during the measurement period.
| 4B. TARGET CRITERIA |
| Average elapsed time of not more than 2 calendar weeks (i.e., 14 calendar days) to fill any given key position vacancy with appropriately cleared qualified personnel |
| 4C. MINIMUM ACCEPTABLE |
| Average elapsed time of not more than 4 calendar weeks (i.e., 28 calendar days) to fill any given key position vacancy with qualified and appropriately cleared qualified personnel |
5. SLA ADMINISTRATION
| 5A. REPORTING FREQUENCY |
| 1. Reporting to commence upon Contract Award and continue throughout the Period of Performance. |
2. Monthly reporting of SLA attainment with report provided to ITMO within 5 working days of the end of each calendar month reporting period.
| 5B. NOTES AND COMMENTS |
| None |
A-1.2 ITSM / Management – Project Reporting and Performance
1. SLA SUMMARY
| 1A. TASK AREA |
| Task 1: ITSM / Management |
| 1B. PERFORMANCE CATEGORY |
| Quality |
| 1C. SLA # |
| 1-2 |
| 1D. SLA NAME |
| Project Reporting and Performance |
2. SLA OVERVIEW
| 2A. SLA DESCRIPTION |
| Project performance reviews are conducted in accordance with dates stated in ITMO project review schedule. This measures Contractor conducting monthly project performance reviews for project performance according to plan with USSOCOM project sponsors, project managers, and ITMO according to a project review schedule developed, maintained, updated by the Contractor and filed with the ITMO. The Contractor will record and distribute a written record of the discussion topics, risks, agreed upon actions to be taken as a result of the review, and the party assigned the responsibility for each action item. |
Criteria for Project review selection is defined as those SITEC contractor lead projects where variance reported is +-10% for cost or schedule. Review Criteria is defined as cost, schedule, resource usage and forecast, and risks and associated mitigation activities identified in risk plans.
| 2B. PERFORMANCE PERIOD |
| This SLA is in effect on a continuous basis without interruption throughout the Task Order Period of Performance |
3. SLA METRICS
| 3A. MEASUREMENT INTERVAL |
| The Measurement Interval is 1 month or as determined in the specific Project Plan. |
| 3B. MEASUREMENT PERIOD |
| The Measurement Period begins at 00:01 on the first day of the measurement interval and ends 24:00 on the last day of the measurement interval. |
| 3C. SOURCE OF MEASUREMENT DATA |
| Monthly project review findings. |
| 3D. METHOD OF SURVEILLANCE |
| 100 Percent Inspection. Monthly report on SLA attainment providing the number of project performance reviews conducted. The government ITMO personnel will participate in all monthly project performance reviews conducted by the Contractor. |
| 3E. TIMING OF MEASUREMENT |
| Measured monthly on an on-going basis throughout the contract period |
| 3H. EXCEPTIONS |
| Field left blank intentionally. |
4. SLA MEASUREMENT
| 4A. CALCULATION |
| a) Number of open projects meeting review criteria reviewed in the last review period must be greater than zero. |
b) Percentage of Open Projects Reviewed = Number of open projects meeting the specified review criteria that are reviewed in the last three review periods divided by total number of open projects meeting the specified review criteria
c) When cost or schedule exceed a +\- 10% variance from the ITMO current approved project baseline schedule and project budget the days till escalation is calculated as the Julian date the variance is escalated to ITMO leadership minus the Julian date the review concludes.
| 4B. TARGET CRITERIA |
| a) 100% of all projects are within +-10 variance. |
b) Reviews escalated to the ITMO leadership within 2 business days with a draft recommended SIP.
| 4C. MINIMUM ACCEPTABLE |
| a) 80% of all projects are within +-10 variance. |
b) Reviews escalated to the ITMO leadership within 3 business days with a draft recommended SIP.
5. SLA ADMINISTRATION
| 5A. REPORTING FREQUENCY |
| 1. Reporting to commence upon Contract Award and continue throughout the Period of Performance. |
2. Reporting based on Measurement Interval identified in the specific Project Plan for SLA attainment.
| 5B. NOTES AND COMMENTS |
| None |
A-1.3 ITSM / Management – Deliverable Quality
1. SLA SUMMARY
| 1A. TASK AREA |
| Task 1: ITSM / Management |
| 1B. PERFORMANCE CATEGORY |
| Quality |
| 1C. SLA # |
| 1-3 |
| 1D. SLA NAME |
| Deliverable Quality |
2. SLA OVERVIEW
| 2A. SLA DESCRIPTION |
| Contractor deliverables submitted to the Government consistently meet or exceed SITEC requirements and require minimal to no rework and resubmission prior to Government approval. Track and record the number of times individual Contractor deliverables submitted to the USSOCOM require the rework and resubmission prior to USSOCOM acceptance of the deliverable and compare to the total number of deliverables submitted by Contractor |
| 2B. PERFORMANCE PERIOD |
| This SLA is in effect on a continuous basis without interruption throughout the Task Order Period of Performance |
3. SLA METRICS
| 3A. MEASUREMENT INTERVAL |
| The Measurement Interval is 1 month |
| 3B. MEASUREMENT PERIOD |
| The Measurement Period begins at 00:01 on the first day of the month and ends at 24:00 on the last day of the month |
| 3C. SOURCE OF MEASUREMENT DATA |
| KO and PCOR delivery log and acceptance documents for deliverables. |
| 3D. METHOD OF SURVEILLANCE |
| 100 Percent Inspection. Complete inspection of all Contractor deliverables. |
| 3E. TIMING OF MEASUREMENT |
| Measured weekly on an on-going basis throughout the contract period |
| 3H. EXCEPTIONS |
| Field left blank intentionally. |
4. SLA MEASUREMENT
| 4A. CALCULATION |
| The number of deliverables accepted by the Government on first submission divided by the total number of deliverables submitted within measurement period. Example Deliverables: Documentation, Project Plans, Service Catalog, Job descriptions, Cost estimates, Risk Management Plans, Architecture diagrams (accurate and current). |
| 4B. TARGET CRITERIA |
| 85% of all deliverables receive sign-off that they have met Government requirements for the deliverable on the first submission to the Government |
| 4C. MINIMUM ACCEPTABLE |
| 99 % of the deliverables receive sign-off that they have met Government requirements for the deliverable by the second submission. |
5. SLA ADMINISTRATION
| 5A. REPORTING FREQUENCY |
| 1. Reporting to commence upon Contract Award and continue throughout the Period of Performance. |
2. Monthly reporting of SLA attainment.
| 5B. NOTES AND COMMENTS |
| None |
A-1.4 ITSM / Management – Service Improvement Plan
1. SLA SUMMARY
| 1A. TASK AREA |
| Task 1: ITSM / Management |
| 1B. PERFORMANCE CATEGORY |
| Quality |
| 1C. SLA # |
| 1-4 |
| 1D. SLA NAME |
| Service Improvement Plan |
2. SLA OVERVIEW
| 2A. SLA DESCRIPTION |
| IT service performance must be maintained at prescribed levels. Unsatisfactory levels of performance require the development and implementation of Service Improvement Plans (SIPs). This metric monitors the effectiveness of the Contractor in keeping services optimized. Service Improvement areas are identified and Improvement Plans are developed, which must include the performance measurement method and TARGET CRITERIA and submitted to the ITMO Lead for approval. Government approved SIPs are implemented and managed as a project for risk, cost, schedule, progress towards service improvements, and achieving SIP defined metric goals according to schedule and plan. The SIP mechanism is used whenever service improvements or corrective modifications to services are needed. Examples include improving process compliance by modifying process to handle reoccurring exceptions or removing impediments to service area provider process compliance when in the best interest of USSOCOM as demonstrated by SIP plan approval. |
| 2B. PERFORMANCE PERIOD |
| This SLA is in effect on a continuous basis without interruption throughout the Task Order Period of Performance |
3. SLA METRICS
| 3A. MEASUREMENT INTERVAL |
| The Measurement Interval is 1 month |
| 3B. MEASUREMENT PERIOD |
| The Measurement Period begins at 00:01 on the first day of the month and ends at 24:00 on the last day of the month |
| 3C. SOURCE OF MEASUREMENT DATA |
| Project status and review documents for SIPs. |
| 3D. METHOD OF SURVEILLANCE |
| 100 Percent Inspection. Monthly report on SIPs. |
| 3E. TIMING OF MEASUREMENT |
| Measurements are taken within 5 calendar days of the end of the Measurement Period |
| 3H. EXCEPTIONS |
| Field left blank intentionally. |
4. SLA MEASUREMENT
| 4A. CALCULATION |
| Percentage of overdue Service Improvement Plans (SIP) Action Items and Milestones divided by the total number of Action Items and Milestones for all SIPs. |
| 4B. TARGET CRITERIA |
| 100 % of SIP action items and milestones are reviewed for costs, schedule and risks. Those where cost/resources, or the targeted service level benefits according to SIP achievement schedule are outside of 10% variance and/or at risk of failure, are escalated within the ITMO for action within 2 business days of review. |
| 4C. MINIMUM ACCEPTABLE |
| 90 % of SIP action items and milestones are reviewed for costs, schedule and risks. Those where cost/resources, or the targeted service level benefits according to SIP achievement schedule are outside of 10% variance and/or at risk of failure, are escalated within the ITMO for action within 5 business days of review. |
5. SLA ADMINISTRATION
| 5A. REPORTING FREQUENCY |
| 1. Reporting to commence upon Contract Award and continue throughout the Period of Performance. |
2. Monthly reporting of SLA attainment.
| 5B. NOTES AND COMMENTS |
| None |
A-1.5 ITSM / Management – Incident Monitoring
1. SLA SUMMARY
| 1A. TASK AREA |
| Task 1: ITSM / Management |
| 1B. PERFORMANCE CATEGORY |
| Quality / Process Improvement |
| 1C. SLA # |
| 1-5 |
| 1D. SLA NAME |
| Incident Monitoring |
2. SLA OVERVIEW
| 2A. SLA DESCRIPTION |
| Trend the volume of single and repeat incidents by Severity per ITSAP via a weighted sampling criteria determined by the ITMO to gauge whether quality is decreasing or workload volume is increasing by severity and/or other conditions. The ITMO shall monitor the incident management resolution process for incidents, trace resolution responsibility to the appropriate ITSAP, and submit a report that analyzes and identifies service quality and work volume trends regarding each service provider’s resolution performance relative to the number of sampled incidents that the provider handled and resolved on first occurrence versus the number of handled incidents that the provider reported as resolved, but subsequently reoccurred, resulting in repeated resolution efforts of a single incident. |
| 2B. PERFORMANCE PERIOD |
| This SLA is in effect on a continuous basis without interruption throughout the Task Order Period of Performance. |
3. SLA METRICS
| 3A. MEASUREMENT INTERVAL |
| The Measurement Interval is 1 month. |
| 3B. MEASUREMENT PERIOD |
| The Measurement Period begins at 00:01 on the first day of the month and ends at 24:00 on the last day of the month. |
| 3C. SOURCE OF MEASUREMENT DATA |
| BMC Remedy ticketing and CMDB related incident history records for Configuration Items serviced. |
| 3D. METHOD OF SURVEILLANCE |
| Periodic inspection by random sampling by time periods. Monthly report on SLA attainment providing the percent of total incidents of any severity level type handled by any IT Service provider result in repeat incidents across all providers. The Government will periodically inspect all incident report data for a reporting period(s) to ensure / validate accurate reporting. |
| 3E. TIMING OF MEASUREMENT |
| Measurements are taken within 5 calendar days of the end of the Measurement Period. |
| 3H. EXCEPTIONS |
| Field left blank intentionally. |
4. SLA MEASUREMENT
| 4A. CALCULATION | |
| Calculated to each IT Service provider for incident severity levels Service Quality | Q% = Ir / It |
| Where: | Q = Service Quality per measurement period | |
| Ir = Number of recurring incidents (including those that were repeat | |
but not correctly matched against open or previous closed/ resolved incidents) per severity type It = Total number of incidents per severity type
| Volume Trend | | VT = It P1 / It P2 |
| Where: | VT% = Volume Trend | |
| It P1 = Total number of incidents per severity type current period | |
| It P2 = Total number of incidents per severity type previous period | |
| 4B. TARGET CRITERIA |
| <=5% of total incidents assigned to any ITSAP (by the Service Desk or ITMO) for any severity level will result in repeat incidents across all providers |
| 4C. MINIMUM ACCEPTABLE |
| ≤10% of total incidents of any severity level type handled by any IT Service provider result in repeat incidents across all providers |
| 4F. DEFINITIONS |
| See definition below of Incident Severity Levels |
5. SLA ADMINISTRATION
| 5A. REPORTING FREQUENCY |
| 1. Reporting to commence upon Contract Award and continue throughout the Period of Performance. |
2. Monthly reporting of SLA attainment.
| 5B. NOTES AND COMMENTS |
| The metric does not account for the potential negative impact of a single Severity Level 1 or 2 incidents causing multiple service disruptions which collectively overshadow all other incidents in a given month. |
At the ITMO discretion, the ITSAP and severity with the most incidents for a monthly reporting period may have SIPs established to drive improvements in incident handling. The goal is to reduce mission disruption and prevent future reoccurrences of the same errors.
A-1.6 ITSM / Management – Transition Management
1. SLA SUMMARY
| 1A. TASK AREA |
| Task 1: ITSM / Management |
| 1B. PERFORMANCE CATEGORY |
| Quality |
| 1C. SLA # |
| 1-6 |
| 1D. SLA NAME |
| Transition Management |
2. SLA OVERVIEW
| 2A. SLA DESCRIPTION |
| Zero degradation in performance for Contractor-related services after all SITEC ITSAP supported service transitions as designated by the ITMO, or during any ITSAP transition, or major changes to a service that directly support a mission function. |
| 2B. PERFORMANCE PERIOD |
| This SLA is in effect on a continuous basis without interruption throughout the Task Order Period of Performance. |
3. SLA METRICS
| 3A. MEASUREMENT INTERVAL |
| The Measurement Interval is monthly throughout the implementation period and continues through the service or systems transition and post stabilization period for a 2 observation past final sign-off of the service or system change. |
| 3B. MEASUREMENT PERIOD |
| The Measurement Period begins at 00:01 on the first day of the month and ends at 24:00 on the last day of the month |
| 3C. SOURCE OF MEASUREMENT DATA |
| SLA historical reports archived on USSOCOM portal or a mutually determine source of new baseline data. |
| 3D. METHOD OF SURVEILLANCE |
| 100 Percent Inspection. Monthly report of SLA attainment covering service performance during and after any cutover. The Government personnel will fully review performance levels during transition(s). |
A performance level baseline will be used. At USSOCOM’s sole discretion, a revised baseline may be established upon any service or system change. In case of an upgrade the prior average for the service may be used going back up to 6 months as data is available. USSOCOM may choose to use a new baseline instead of the current measure. For areas that a baseline measure does not exist, a new baseline will be averaged over the first 3 months. For the first month, the actual measure will be used if a new baseline is being used, for month 2 the average of the first 2 months will be used.
| 3E. TIMING OF MEASUREMENT |
| Measurements are taken within 5 calendar days of the end of the Measurement Period |
| 3H. EXCEPTIONS |
| Field left blank intentionally. |
4. SLA MEASUREMENT
| 4A. CALCULATION |
| The calculation for each SLA will be: |
X = Percentage of Performance Baseline Change during and after Transition Y = Current Achievement in SLA Units Z = Baseline in SLA Units Service level is achieved if X>=0 deviation from performance baseline
X = |Y–Z| / Z
| 4B. TARGET CRITERIA |
| Target is achieved when X >= 0% decrease in service level from cutover for Contractor and SITEC service-provider related transitions. (from previous performance baseline) |
| 4C. MINIMUM ACCEPTABLE |
| 5% degradation in performance for Contractor-related services and all SITEC service provider transitions. |
Additionally, for target to be achieved, during the first 6 months of transition, if target of each SLA is higher than the baseline, service performance should increase an average of 5% per month or until target is achieved.
5. SLA ADMINISTRATION
| 5A. REPORTING FREQUENCY |
| 1. Reporting to commence upon Contract Award and continue throughout the Period of Performance. |
2. Monthly reporting of SLA attainment.
| 5B. NOTES AND COMMENTS |
| None |
A-2.0 IT Service Integration and Delivery Performance Management
A-2.1 IT Service Integration and Delivery Performance Management – End-User Support Request
1. SLA SUMMARY
| 1A. TASK AREA |
| Task 2: IT Service Integration and Delivery Performance Management |
| 1B. PERFORMANCE CATEGORY |
| Quality |
| 1C. SLA # |
| 2-1 |
| 1D. SLA NAME |
| End User Support Request |
2. SLA OVERVIEW
| 2A. SLA DESCRIPTION |
| Maintain consistent high levels of Service Level performance for IT Services provided to USSOCOM. The Contractor will obtain an incident management report and a service request report from the Service Desk that provides a breakdown of all Service Desk Tickets for the measurement period based upon the IT Service Area providers (ITSAP) that resolved or fulfilled the ticket, the nature of the ticket ( incident, problem, change, or request), date and time ticket was opened, date and time ticket was resolved, the severity or priority level assigned (as applicable), , level of achievement for ticket within SLA guidelines. The Contractor will analyze the report to compare actual service delivery performance by the respective IT Service Area provider against agree-upon SLAs to determine level of actual performance. |
| 2B. PERFORMANCE PERIOD |
| This SLA is in effect on a continuous basis without interruption throughout the Task Order Period of Performance |
3. SLA METRICS
| 3A. MEASUREMENT INTERVAL |
| The Measurement Interval is 1 month |
| 3B. MEASUREMENT PERIOD |
| The Measurement Period begins at 00:01 on the first day of the month and ends at 24:00 on the last day of the month |
| 3C. SOURCE OF MEASUREMENT DATA |
| BMC Remedy; SLA Reporting |
| 3D. METHOD OF SURVEILLANCE |
| Periodic Inspection. Monthly reporting of SLA attainment providing the total number of service desk tickets not meeting service level targets. The government ITMO personnel will periodically inspect service desk data for a reporting period(s) to ensure / validate accurate reporting. The data will be broken down by each ITSAP for the following service categories: |
a) Incidents
b) Problems
c) Changes
d) Security Patch Deployment (by Security and Applications)
e) Service Requests
f) IMACS (Small (20 less users) and Large)
Each individual ticket reviewed will be classified if it met or did not meet SLA targets and tabulated (normally part of ticket closing). Assigned Severity and Priority will determine appropriate SLA targets to compare for SLA compliance. Aggregated calculations will occur for each category and the average percentage across all categories will be reported for ITSAP, with given the above categories, each may receive up to 8 service type averages. The mean average of all service types for an ITSAP will be used to determine minimum and target service level achievements.
| 3E. TIMING OF MEASUREMENT |
| Measurements are taken within 5 calendar days of the end of the Measurement Period |
| 3H. EXCEPTIONS |
| Field left blank intentionally. |
4. SLA MEASUREMENT
| 4A. CALCULATION |
| For each ITSAP service category, the Total number of IT service tickets for a month by service category area as define in this SLA not meeting service level targets (as defined by respective SLA documents) is divided by the total monthly tickets for each ITSAP by service category. The mean service category average is used across categories to compare with target and minimum service levels. |
| 4B. TARGET CRITERIA |
| For each ITSAP less than 10% of monthly tickets for all services exceed targets as established by SLAs |
| 4C. MINIMUM ACCEPTABLE |
| For each ITSAP less than 20% of monthly tickets for all services exceed targets as established by SLAs. |
| 4F. DEFINITIONS |
| Service categories are defined as: |
a) Incidents
b) Problems
c) Changes
d) Security Patch Deployment (by Security and Applications)
e) Service Requests
f) Installs, Moves, Additions, and Changes (IMACs) (Small (20 less users) and Large)
5. SLA ADMINISTRATION
| 5A. REPORTING FREQUENCY |
| 1. Reporting to commence upon Contract Award and continue throughout the Period of Performance. |
2. Monthly reporting of SLA attainment.
| 5B. NOTES AND COMMENTS |
| None |
A-2.2 IT Service Integration and Delivery Performance Management – Configuration, Asset, and Reported Accuracy
1. SLA SUMMARY
| 1A. TASK AREA |
| Task 2: IT Service Integration and Delivery Performance Management |
| 1B. PERFORMANCE CATEGORY |
| Quality |
| 1C. SLA # |
| 2-2 |
| 1D. SLA NAME |
| Configuration, Asset and Reported Accuracy |
2. SLA OVERVIEW
| 2A. SLA DESCRIPTION |
| Contractor monitored changes to IT Services supporting asset and configuration item (CI) attributes are controlled and tracked, with all system configuration and asset data promptly and accurately recorded reflecting the as-installed configuration of the infrastructure CIs within each ITSAP’s area and its associated lifecycle (asset) data. |
For each ITSAP, validation checks are performed on a randomly selected set of CIs recorded in the Configuration Management Database (CMDB) of record and compared to the actual as-installed configuration of each CI in the randomly selected data set. Both CI and Asset attributes are validated.
Asset and configuration accuracy reports are generated and reviewed by the ITMO with the Contractor to identify where and how the configuration management process failed and determine corrective action to be taken.
| 2B. PERFORMANCE PERIOD |
| This SLA is in effect on a continuous basis without interruption throughout the Task Order Period of Performance for all baselined CIs and assets. |
3. SLA METRICS
| 3A. MEASUREMENT INTERVAL |
| The Measurement Interval is a continuous process with CI accuracy validation checks conducted at ITMO-selected periodic intervals within the monthly measurement period, as well as conducted whenever it is determined that the root cause of implementation failure of an authorized Request for Change (RFC) failed |
| 3B. MEASUREMENT PERIOD |
| The Measurement Period begins at 00:01 on the first day of the month and ends at 24:00 on the last day of the month |
| 3C. SOURCE OF MEASUREMENT DATA |
| BMC CMDB, BMC Configuration Exception and Reconciliation Reports, Microsoft SCCM Scan Reports, Change and Release records. |
| 3D. METHOD OF SURVEILLANCE |
| At the end of an observation period with significant lead-time to meet reporting requirements, 100 Percent monthly inspection by Contractor of available reconciliation reports using scans of all items that are able to be electronically scanned with the current deployed scanning and discovery solutions. Annual physical inventory for those items that cannot be scanned electronically and any inaccuracies of physical inventoried items to be rechecked within 6 months. |
A performance level baseline will be used by Configuration Item (CI) and asset type. At USSOCOM’s sole discretion, it will be determined when the data regarding a service area, grouping of CI or assets within a service area is stable enough to be baselined and the responsible ITSAP’s ability to maintain configuration and asset accuracy be measured. After a service or system transition, USSOCOM may or may not remove baseline status at their discretion for items until data or process to establish baseline or measure is stable. (Examples: During initial operating capability (IOC), after a major COOP event, or during re-locations). Note that separate CI versus asset baseline status may be used.
Random sampling will occur by ITMO of Contractor configuration and asset accuracy reporting. The Contractor will review the accuracy of ITSAP managed configurations and assets using reconciliation and physical inventory.
SIP actions will be developed and primarily assigned to the Contractor if accuracy of reporting falls below the minimum accuracy used in this SLA or to the appropriated ITSAP(s) if an issue with asset or CMDB accuracy.
Until a CI or asset is baselined, SLA achievement will consider the minimum being met for that CI or asset or it will be excluded from the SLA calculation.
| 3E. TIMING OF MEASUREMENT |
| Performed on an ongoing basis throughout the contract term once items are baselined. |
| 3H. EXCEPTIONS |
| Field left blank intentionally. |
4. SLA MEASUREMENT
| 4A. CALCULATION |
| For Contractor accuracy of CI and Assets: |
· Quantity of sampled CIs from accuracy and reconciliation reports reflecting inaccurate status divided by the total number of sampled report items
For ITSAP accuracy of CI and Assets:
· Quantity of reviewed CIs having inaccurate, incomplete, or improperly documented CI or asset attributes divided by the total number of CIs baselined by ITSAP area.
4B. TARGET CRITERIA
The following targets are for each ITSAP managed service area once baselines are established for a CI or asset by the ITMO.
| ITSAP |
| Year 1 After Initial Baseline |
| Year 2 After Initial Baseline |
| Beyond Year 2 After Initial Baseline |
| ITSM |
| Data Center and Enterprise Network |
| <=15% CI inaccuracy |
| <=10% CI |
inaccuracy <=2% CI inaccuracy
| <=15% asset inaccuracy |
| <=10% asset |
<=2% asset inaccuracy
| All Other ITSAP |
| <=25% CI inaccuracy |
| <=15% CI |
<=10% CI inaccuracy
| <=25% asset inaccuracy |
| <=15% asset |
inaccuracy <=10% asset inaccuracy
| Data Center and Enterprise Network |
| <=15% CI inaccuracy |
| <=10% CI |
<=2% CI inaccuracy
| <=15% asset inaccuracy |
| <=10% asset |
inaccuracy <=2% asset inaccuracy
| All Other ITSAP |
| <=25% CI inaccuracy |
| <=15% CI |
<=10% CI inaccuracy
| <=25% asset inaccuracy |
| <=15% asset |
<=10% asset inaccuracy
4C. MINIMUM ACCEPTABLE
The following minimums are for each ITSAP managed service area once baselines are established for a CI or asset by the ITMO.
| ITSAP |
| Year 1 After Initial Baseline |
| Year 2 After Initial Baseline |
| Beyond Year 2 After Initial Baseline |
| ITSM |
| Data Center and Enterprise Network |
| <=20% CI inaccuracy |
| <=15% CI |
<=5% CI inaccuracy
| <=20% CI inaccuracy |
| <=15% CI |
<=5% asset inaccuracy
| All Other ITSAP |
| <=25% CI inaccuracy |
| <=15% CI |
<=10% CI inaccuracy
| <=40% asset inaccuracy |
| <=25% asset |
inaccuracy <=10% asset inaccuracy
| Data Center and Enterprise Network |
| <=15% CI inaccuracy |
| <=10% CI |
<=5% CI inaccuracy
| <=15% asset inaccuracy |
| <=10% asset |
inaccuracy <=5% asset inaccuracy
| All Other ITSAP |
| <=25% CI inaccuracy |
| <=15% CI |
<=10% CI inaccuracy
| <=40% asset inaccuracy |
| <=25% asset |
<=10% asset inaccuracy
5. SLA ADMINISTRATION
| 5A. REPORTING FREQUENCY |
| 1. Reporting to commence upon Contract Award and continue throughout the Period of Performance. |
2. Monthly reporting of SLA attainment.
| 5B. NOTES AND COMMENTS |
| The CI attributes that are validated should include at a minimum: Name, Description, Custodian/Steward, Criticality, Type, Manufacturer, Serial number, Support Provider, License information, Version, History, Date of Purchase, Date of Install, Current status, Relationships to IT Services and CIs, how used, Relationships to other service management data objects (incident, problems, changes, etc.), documentation location (operating, contractual, User, COOP, etc.) |
Once an enterprise asset management process is established, lifecycle data is captured during procurement/ installation activities (IMAC) and maintained for at least the following: asset location, asset tag, asset serial number, inventory quantity, purchase date, purchase date, cost and warranty/ contract expiration dates.
These are then sampled from the data stores that comprise the CMDB and asset databases and compared to discovery and audit data.
Method of reconciliation is defined as when a sampling criteria is determined and BMC scan runs against SCCM formerly SMS are other discovery/ scanning data sources. Data is parsed by the tool into two records and compared line for line in the CMDB. The exceptions are then presented in a report/ screen. On the screen Contractor or ITSAP will need to check which fields to use – current CMDB or scan value. It forces reconciliation via the procedures. Note this is the tool the ITSAPs will use to clean their data. Not every run of this process in an SLA report, only a monthly run. ITSAPs are going to likely run this weekly and a day or so prior to SLA report run to clean up where they can. Also this procedure is used to identify “leaks” where configuration drift is occurring and fix root cause of inaccuracy.
A-2.3 IT Service Integration and Delivery Performance Management – Change and Release Without Incidents
1. SLA SUMMARY
| 1A. TASK AREA |
| Task 2: IT Service Integration and Delivery Performance Management |
| 1B. PERFORMANCE CATEGORY |
| Quality |
| 1C. SLA # |
| 2-3 |
| 1D. SLA NAME |
| Change and Release Without Incidents |
2. SLA OVERVIEW
| 2A. SLA DESCRIPTION |
| Changes and Releases must be introduced into the infrastructure without service disruption. The Incident Management system will be scanned to identify all Incident tickets classified as Severity #1 and #2 that have occurred within the Measurement Interval. Details of each selected Incident ticket will be reviewed and compared to RFC Release Management tracking records to determine if there is any direct correlation between any changes introduced up until the previous release cycle or 30 calendar days (whichever is shorter in duration) prior to an incident occurrence. Each such event correlation will be considered as a deficiency in the Change and Release Management processes and included as a “Failed Change” for SLA calculation. Also, the Incident will be escalated to Problem Management to perform Root Cause Analysis (RCA) to determine the underlying cause and recommend corrective action |
| 2B. PERFORMANCE PERIOD |
| This SLA is in effect on a continuous basis without interruption throughout the Task Order Period of Performance |
3. SLA METRICS
| 3A. MEASUREMENT INTERVAL |
| The Measurement Interval is weekly |
| 3B. MEASUREMENT PERIOD |
| The Measurement Period begins at 00:01 on the first day of the month and ends at 24:00 on the last day of the month |
| 3C. SOURCE OF MEASUREMENT DATA |
| Measurement data will be sourced from the Service Desk Incident Management system, the Change Management request for change (RFC) record repository, and the Release Management record repository |
| 3D. METHOD OF SURVEILLANCE |
| Periodic Inspection. Monthly reporting of SLA attainment providing the results of failed change analysis. The government ITMO personnel will periodically inspect service desk data for a reporting period(s) to ensure / validate accurate reporting. |
| 3E. TIMING OF MEASUREMENT |
| Measurements are taken within 7 calendar days of the end of the Measurement Period |
| 3H. EXCEPTIONS |
| Field left blank intentionally. |
4. SLA MEASUREMENT
| 4A. CALCULATION |
| The number of Failed Changes divided by the total number of approved RFCs introduced into a production system within the measurement period |
| 4B. TARGET CRITERIA |
| 0% of introduced RFCs are determined to have caused a Severity 1 or Severity 2 Incident |
| 4C. MINIMUM ACCEPTABLE |
| ≤5% of all introduced RFCs are determined to have caused a Severity 1 or Severity 2 Incident |
5. SLA ADMINISTRATION
| 5A. REPORTING FREQUENCY |
| 1. Reporting to commence upon Contract Award and continue throughout the Period of Performance. |
2. Monthly reporting of SLA attainment.
| 5B. NOTES AND COMMENTS |
| None |
A-2.4 IT Service Integration and Delivery Performance Management – Supporting Agreements
1. SLA SUMMARY
| 1A. TASK AREA |
| Task 2: IT Service Integration and Delivery Performance Management |
| 1B. PERFORMANCE CATEGORY |
| Quality |
| 1C. SLA # |
| 2-4 |
| 1D. SLA NAME |
| Supporting Agreements |
2. SLA OVERVIEW
| 2A. SLA DESCRIPTION |
| Contractor proactively coordinates, integrates, and synchronizes service delivery among and between all of the IT Service Area Providers to establish, adopt, and adhere to inter-provider cooperative operating agreements (ACA, OLA, UC, MOU, etc.) in support of the USSOCOM SLA requirements The Contractor must establish, maintain, and update written service integration support and collaboration agreements, which are acceptable to the Government, between and among all service providers that incorporate mutual collaboration and cooperation assistance commitments in support of each provider’s SLAs, Agreements must be in place as a transition completion requirement, with the original filed with the ITMO. The Contractor will be responsible for monitoring and managing the collective IT service providers’ compliance with these agreements and to immediately escalate any non-compliance and disputes to the ITMO. The Contractor will provide the ITMO monthly reports on the status and effectiveness of the providers’ compliance. |
| 2B. PERFORMANCE PERIOD |
| This SLA is in effect on a continuous basis without interruption throughout the Task Order Period of Performance |
3. SLA METRICS
| 3A. MEASUREMENT INTERVAL |
| The Measurement Interval is 1 month |
| 3B. MEASUREMENT PERIOD |
| The Measurement Period begins at 00:01 on the first day of the month and ends at 24:00 on the last day of the month |
| 3C. SOURCE OF MEASUREMENT DATA |
| Existence of original signed agreements for each IT Service Area provider on file with the ITMO and Contractor monthly status reports |
| 3D. METHOD OF SURVEILLANCE |
| 100 Percent Inspection. Monthly report on SLA attainment covering the status and effectiveness of the IT Service Area Providers’ compliance with inter-provider cooperative operating agreements. The government ITMO personnel will inspect all written service integration support and collaboration agreements among IT Service Area Providers and monitor their effectiveness |
| 3E. TIMING OF MEASUREMENT |
| Measurements are taken within 5 calendar days of the end of the Measurement Period |
| 3H. EXCEPTIONS |
| Field left blank intentionally. |
4. SLA MEASUREMENT
| 4A. CALCULATION |
| % of SLA agreements that have supporting agreements in place between and among all service providers or within 6 months of a new IT Service Area Provider being brought on-board to cover 100% of all IT Service Area delivery environments or within 60 days of an approved contract SLA change order required by government to a service that impacts a current SLAs. |
| 4B. TARGET CRITERIA |
| 100% of all active SLAs are supported by agreements and signed, up-to-date support agreements are in place among all IT service providers and on file with the ITMO. New IT Service Area Providers (ITSAP) will have a 6 month grace period for which time they will be given credit for achieving the minimum until they have updated agreements in place. All existing ITSAP agreements not impacted by the change or addition of a new ITSAP will remain in effect. |
| 4C. MINIMUM ACCEPTABLE |
| 80% of all active SLAs are supported by agreements and signed, up-to-date support agreements are in place among all IT service providers and on file with the ITMO. |
5. SLA ADMINISTRATION
| 5A. REPORTING FREQUENCY |
| 1. Reporting to commence upon Contract Award and continue throughout the Period of Performance. |
2. Monthly reporting of SLA attainment.
| 5B. NOTES AND COMMENTS |
| None |
A-2.5 IT Service Integration and Delivery Performance Management –Performance Management Satisfaction Rate
1. SLA SUMMARY
| 1A. TASK AREA |
| Task 2: IT Service Integration and Delivery Performance Management |
| 1B. PERFORMANCE CATEGORY |
| Quality |
| 1C. SLA # |
| 2.5 |
| 1D. SLA NAME |
| Performance Management Satisfaction Rate |
2. SLA OVERVIEW
| 2A. SLA DESCRIPTION |
| High level of USSOCOM satisfaction with Contractor delivery management of IT Services (includes the Service Desk services and the SITEC service areas). |
| 2B. PERFORMANCE PERIOD |
| This SLA is in effect on a continuous basis without interruption throughout the Task Order Period of Performance. |
3. SLA METRICS
| 3A. MEASUREMENT INTERVAL |
| The Measurement Interval is 3 months for first year and then every 6 months thereafter. |
| 3B. MEASUREMENT PERIOD |
| The Measurement Period begins at 00:01 on the first day of the month and ends at 24:00 on the last day of the month. |
| 3C. SOURCE OF MEASUREMENT DATA |
| Data will be collected from management surveys containing satisfaction criteria specified by USSOCOM that are either developed internally by USSOCOM personnel or by a USSOCOM-selected impartial 3rd party |
| 3D. METHOD OF SURVEILLANCE |
| Customer Feedback. The Government will issue customer satisfaction surveys to designated government SITEC management representatives from USSOCOM HQ, AFSOC, NAVSOC, USASOC, MARSOC, JSOC (contractors cannot participate), TSOCs, and survey responses will be tabulated to determine overall satisfaction with Contractor delivery management of IT Services using a 5 category scale. The scale is: Dissatisfied, Less than Satisfied, Satisfied, More than Satisfied, Very Satisfied. |
| 3E. TIMING OF MEASUREMENT |
| Measurements are taken within 5 days of the end of the Measurement Period |
| 3H. EXCEPTIONS |
| Field left blank intentionally. |
4. SLA MEASUREMENT
| 4A. CALCULATION |
| The number of users who were Satisfied, More Than Satisfied, or Very Satisfied divided by the total number of completed surveys returned |
At least 30 Government personnel must complete and return surveys for the results to have at least a 90% confidence factor with a 5% error rate
| 4B. TARGET CRITERIA |
| ≥90% of all survey respondents are Satisfied, More Than Satisfied, or Very Satisfied |
| 4C. MINIMUM ACCEPTABLE |
| ≥85% of all survey respondents are Satisfied, More Than Satisfied, or Very Satisfied with Contractor delivery management of all SITEC IT Services |
5. SLA ADMINISTRATION
| 5A. REPORTING FREQUENCY |
| 1. Reporting to commence upon Contract Award and continue throughout the Period of Performance. |
2. Monthly reporting of SLA attainment for periods surveyed. Quarterly survey reporting from USSOCOM ITMO during first year, semi-annual thereafter.
| 5B. NOTES AND COMMENTS |
| None |
A-2.6 IT Service Integration and Delivery Performance Management – Overall ITSM Delivery – Accountability for Ticket Ownership
1. SLA SUMMARY
| 1A. TASK AREA |
| Task 2: IT Service Integration and Delivery Performance Management |
| 1B. PERFORMANCE CATEGORY |
| Timeliness |
| 1C. SLA # |
| 2.6 |
| 1D. SLA NAME |
| Accountability for Ticket Ownership |
2. SLA OVERVIEW
| 2A. SLA DESCRIPTION |
| % of IT Service Management tickets (incidents, requests, problems, and changes) within guidelines for acceptance, response, and status as defined by severity and priority for service interactions (see Appendix C: IT Response Requirements by Severity). |
| 2B. PERFORMANCE PERIOD |
| This SLA is in effect on a continuous basis without interruption throughout the Task Order Period of Performance. |
3. SLA METRICS
| 3A. MEASUREMENT INTERVAL |
| The Measurement Interval is 1 month. |
| 3B. MEASUREMENT PERIOD |
| The Measurement Period begins at 00:01 on the first day of the month and ends at 24:00 on the last day of the month. |
| 3C. SOURCE OF MEASUREMENT DATA |
| BMC Remedy ticket timing and SLA data. |
| 3D. METHOD OF SURVEILLANCE |
| For the 30 day observation period BMC ticket routing data will be examined for service interactions which are defined as acceptance, status, and response/completion target achievement for the following service categories: |
Service categories are defined as:
a) Incidents
b) Problems
c) Changes
d) Security Patch Deployment (by Security and Applications)
e) Service Requests
f) IMACS (Small (20 less users) and Large)
The appropriate report will be produced.
| 3E. TIMING OF MEASUREMENT |
| Measurements are taken within 5 days of the end of the Measurement Period |
| 3F. EXCEPTIONS |
| Field left blank intentionally. |
4. SLA MEASUREMENT
| 4A. CALCULATION |
| Within the 30 day period: |
Total SLA Compliant Interactions is divided by Total Service Interactions to arrive at the ratio of Active Ticket Ownership interactions. This ratio is subtracted from 100% to determine the % of accountability for Ticket Ownership Interactions. This is calculated as the Percentage Accountability for Ticket Ownership and is expressed as:
X%= 1- (Y/ Z)
Where:
X = Percentage of Active Ticket Ownership interactions Y = Total Service Interactions Z = Total Compliant Service Interactions.
Y= Total Number of Incident taskings dispatched + total number of change related taskings assigned, + total number of problems and related taskings dispatched, + total number of project requests taskings routed + total service request taskings
Z= total compliant service interactions.
This equation can be described as the total number of service interactions for which no acceptance of dispatch, completion/ response of activity, or completion of required ticket status occurred during service delivery are totaled yielding Total SLA Compliant Interactions is divided by Total Service Interactions to arrive at the ratio of Active Ticket Ownership interactions. This ratio is subtracted from 100% to determine the % of accountability for Ticket Ownership Interactions.
| 4B. TARGET CRITERIA |
| At least 85% of Service Delivery Transactions should be within IT Service Area Provider guidelines for service interactions measured. |
| 4C. MINIMUM ACCEPTABLE |
| At least 70% of Service Delivery Transactions should be within IT Service Area Provider guidelines for service interactions measured. |
5. SLA ADMINISTRATION
| 5A. REPORTING FREQUENCY |
| 1. Reporting to commence upon Contract Award and continue throughout the Period of Performance. |
2. Monthly reporting of SLA attainment.
| 5B. NOTES AND COMMENTS |
| Any one late interaction component can make the total IT service delivery transaction miss its SLA. This includes total response and internal hand-offs. This SLA will have to be underpinned heavily by Associate Contractor Agreements and Memorandums of Understandings. |
A-2.7 IT Service Integration and Delivery Performance Management – Request Management / Fulfillment Satisfaction
1. SLA SUMMARY
| 1A. TASK AREA |
| Task 2: IT Service Integration and Delivery Performance Management |
| 1B. PERFORMANCE CATEGORY |
| Quality |
| 1C. SLA # |
| 2.7 |
| 1D. SLA NAME |
| Request Management/Fulfillment Satisfaction |
2. SLA OVERVIEW
| 2A. SLA DESCRIPTION |
| USSOCOM users that submit a reasonable service requests should have a high degree of expectation that the result of their service request meets their satisfaction as defined in the requirements section of their request document. |
| 2B. PERFORMANCE PERIOD |
| This SLA is in effect on a continuous basis without interruption throughout the Task Order Period of Performance. |
3. SLA METRICS
| 3A. MEASUREMENT INTERVAL |
| The Measurement Interval is 1 month. |
| 3B. MEASUREMENT PERIOD |
| The Measurement Period begins at 00:01 on the first day of the month and ends at 24:00 on the last day of the month. |
| 3C. SOURCE OF MEASUREMENT DATA |
| BMC Remedy Service Request ticketing data and customer satisfaction surveys sent to users. Sampling of requests may be used. |
| 3D. METHOD OF SURVEILLANCE |
| For the 30 day observation period BMC ticket data and customer satisfaction data from service request ticket closeout surveys will be examined for tickets where the contractor provided service request fulfillment activities. (Note: A single service request may have multiple contractors supporting it.) At a minimum 10% of service requests processed and closed during the previous 30 day period must be sampled. Sample and survey rates and mechanisms should be adjusted as needed by the ITMO to assure a minimum of 10% of service recipients are surveyed and of those a 10% (or other value as updated annually during SLA reviews) survey return. Basic survey criteria will include statements if the services delivered were acceptable the first time delivered (not including rework). Positive responses will be counted and a ratio to returned response will be determined. The appropriate report will be produced. If not enough surveys are returned, the SLA minimum will be deemed attained. |
Survey responses will be tabulated to determine overall satisfaction with Contractor delivery management of IT Services using a 5 category scale. The scale is: Dissatisfied, Less than Satisfied, Satisfied, More than Satisfied, Very Satisfied.
| 3E. TIMING OF MEASUREMENT |
| Measurements are taken within 5 days of the end of the Measurement Period |
| 3F. EXCEPTIONS |
| Field left blank intentionally. |
4. SLA MEASUREMENT
| 4A. CALCULATION |
| Number of acceptable service requests returned based on survey data divided by returned survey sample size. Acceptable is defined as those responses that are rated Satisfied, More than Satisfied or Very Satisfied instead of Less than Satisfied or, Dissatisfied. |
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United States Special Operations Command