Attachment 9 - Specialty Services TO 1 SLAs.pdf

H92222-10-R-0044

Attachment 9

Sample Performance Measurement SLAs

H92222-10-R-0044

Attachment 9

Introduction

The Customer will evaluate contractor performance in accordance with the Service Level Agreements (SLA) contained in Appendix A to this attachment. The Customer’s evaluation will be used to calculate the Contractor’s eligibility for XXXXXX incentives.

Performance Incentive Calculation

The Customer 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 Customer will use the cumulative total of all months for the evaluation period to determine the Contractor’s eligibility for XXXXXX incentives.

If the Contractor exceeds the Target Criteria level of performance stated in block 4B of the SLA the Customer will assign a score “1” for the SLA. If the Contractor meets the Minimum Acceptable level in Block 4C of performance the Customer will assign a score of “0” for the SLA.

If the Contractor fails to meet the Minimum Acceptable level of performance the Customer will assign a score of “-1” for the SLA.

After the Customer has completed the monthly assessment of the SLAs the Customer 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 Customer 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.

Additional details pertaining to the Performance Incentive calculation methodology can be found in Appendix A of this document.

1.1 Management – Personnel Timeliness

1. SLA SUMMARY

1A. TASK AREA Task 1: Management 1B. PERFORMANCE

CATEGORY

Quality / Availability

1C. SLA # 1-1 1D. SLA NAME Personnel Timeliness

2. SLA OVERVIEW

2A. SLA DESCRIPTION The Contractor staffs all key personnel, as identified in the Contractor contract organization documents, as may be amended from time to time by customer, with personnel having appropriate skills, training, and experience to meet the job requirements in a timely manner. Contractor is required to notify the Customer in writing within 24 hours of date of initial position vacancy, including position title, name of personnel, the impact 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 task order 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

The customer will create, maintain, and update a key 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 Customer will conduct full reviews of all Contractor key personnel vacancies and the 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.

3F. EXCEPTIONS Field left blank intentionally.

4. SLA MEASUREMENT

4A. CALCULATION Total elapsed time in calendar days to fill an open key 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 <= 14 calendar days applicable to all open key positions during the measurement period.

4B. TARGET CRITERIA Total 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 Total 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.

4D. DEFINITIONS None.

5. SLA ADMINISTRATION

5A. REPORTING FREQUENCY 1. Reporting to commence upon Task Order Award and continue throughout the Period of Performance.

2. Monthly reporting of SLA attainment with report provided to the Customer within 5 working days of the end of each calendar month reporting period.

5B. NOTES AND COMMENTS None.

1.2 Management – Deliverable Quality

CATEGORY

Quality

1C. SLA # 1-2 1D. SLA NAME Deliverable Quality

2. SLA OVERVIEW

2A. SLA DESCRIPTION Contractor deliverables submitted to the Customer consistently meet or exceed Customer requirements and require minimal to no rework and resubmission prior to Customer approval. The SLA tracks and records the number of times individual Contractor deliverables submitted to the Customer requiring rework and resubmission prior to USSOCOM acceptance of the deliverables compared 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

The Contracting Officer (KO) and Primary Contracting Officer’s Representative (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 monthly on an on-going basis throughout the contract period.

3F. EXCEPTIONS Field left blank intentionally.

4. SLA MEASUREMENT

4A. CALCULATION The number of deliverables accepted by the Customer on first submission divided by the total number of deliverables submitted within measurement period.

4B. TARGET CRITERIA 85% of all deliverables receive formal Customer acceptance on the first submission to the Customer.

4C. MINIMUM ACCEPTABLE 99 % of the deliverables receive formal Customer acceptance by the second submission.

4D. DEFINITIONS For the purpose of this SLA, the term “deliverable” and “deliverables” shall equate to “CDRL” and “CDRLS” as used in the PWS.

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.

1.3 Management – Incident Monitoring

CATEGORY

Quality / Process Improvement

1C. SLA # 1-3 1D. SLA NAME Incident Monitoring

2. SLA OVERVIEW

2A. SLA DESCRIPTION The Customer will monitor the incident management resolution process for incidents, trace resolution responsibility to the appropriate IT Service Area provider, and submit a report that analyzes and identifies service quality and work volume trends regarding 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 contract 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. 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 Customer will periodically inspect all incident report data for a reporting period(s) to ensure / validate accurate reporting. Review will be by severity and time period.

3E. TIMING OF MEASUREMENT Measurements are taken within 5 calendar days of the end of the Measurement Period.

3F. EXCEPTIONS Field left blank intentionally.

4. SLA MEASUREMENT

4A. CALCULATION Calculated to each IT Service Area provider and for each incident severity levels

Service Quality Q% = Ir / It

Where: Q = Service Quality Impact 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 Service Quality Impact (Q) <=5% of total incidents assigned to any IT Service Area provider (by the Service Desk or ITMO) for any severity level will result in repeat incidents across all providers.

4C. MINIMUM ACCEPTABLE Service Quality Impact (Q) ≤10% of total incidents of any severity level type handled by any IT Service provider result in repeat incidents across all providers.

VT% trend should be decreasing on a month-to-month basis by >= 0% (No increase month-over-month/ measurement-period to measurement-period)

4D. 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 Customer discretion, the contractor 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.