Attachment 16 TACLAN_Performance_Measurement__Oct 4 10_ v7x.pdf

Attachment 16: TACLAN Provider Performance Measurement

4 October 2010

Introduction The Government will evaluate contractor performance in accordance with the Service Level Agreements (SLA) contained in Appendix A to this attachment. The Government’s evaluation will be used to calculate the Contractor’s eligibility for term incentives defined in section H clause entitled “Contract Incentives.” Common SLAs are independently evaluated SLAs that are in multiple SITEC contracts. Shared SLAs are SLAs that are in multiple SITEC contracts but are collectively evaluated to measure a service from end-to-end. Specific SLAs are unique to that contract.

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 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.

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

Transition-In Acceptance and SLA Performance Commencement

Transition-In will be deemed to be completed as of the first business day immediately following the service transition completion date as specified in the Transition Project Plan, provided that the ITMO provides written notice of acceptance of transition-in completion (“Service Acceptance Date”). As of the Service Acceptance Date, the Contractor shall have successfully completed implementation and deployment of all required Transition Project Plan activities to USSOCOM’s satisfaction, including all service delivery processes, procedures, security controls, management tools, and related documentation as specified in the SOW.

The Contractor shall also have all service management resources and support services in place and in full compliance with the SOW operational requirements.

The measurement and reporting of the Contractor’s performance will become effective in accordance with the Service Management Performance Measurement criteria as specified in Attachment 16 for the purposes of tracking Contractor’s eligibility to receive term incentives defined in section H clause entitled “Contract Incentives.”

In the event that the Contractor fails to achieve Transition-In Completion by the Transition-In Completion Date specified in the Transition Project Plan approved by USSOCOM, then the Contractor shall have a maximum of thirty (30) successive calendar days from the Transition- In Completion Date to finish all outstanding transition activities and deliverables to USSOCOM’s satisfaction, at which point Transition-In Completion will be deemed to have occurred for the purposes of Service Level Management Performance Measurement.

Priority Levels and IT Response Requirements In providing its respective IT services, the TACLAN Contractor shall manage service delivery and perform its services in accordance with the prioritization schema and incident response requirements as specified in Appendix C - Priority Level Definitions and Appendix D - IT Response Requirements by Priority.

Appendix A: TACLAN Contractor Performance Requirements

The following table summarizes the Service Level Agreements (SLAs) associated with TACLAN Contractor services.

Table 1: TACLAN Service Level Agreement (SLA) Summa ry

Service Area Task Area SLA

Number Shared Targets SLA Name Applicable CLINs

T A

C

LA

N

Operations for

TACLAN

G-3.0 Common TACLAN Customer Satisfaction

Clin 0001, 0002, 0003, 0004

TACLAN Area Specific Services

G-4.3 Common Project Management - On-Time Delivery – actual

vs. Delivery Order estimate

Clin 0001, 0002, 0003, 0004

G-4.7

Common Problem Resolution Management

Clin 0001, 0002

G-3.0 Service Operations for TACLAN

G-3.0 Service Operations for TACLAN – TACLAN Custo mer Satisfaction

1. SLA SUMMARY

1A. TASK AREA Service Operations for

TACLAN

1B. PERFORMANCE

CATEGORY

Timeliness

1C. SLA # G-3.1 1D. SLA NAME TACLAN Customer Satisfaction

2. SLA OVERVIEW

2A. SLA DESCRIPTION Measures the percentage of unsatisfactory ratings from TACLAN customers as compared to total BMC Remedy tickets assigned to TACLAN’s technical support group.

2B. PERFORMANCE

PERIOD

This SLA becomes effective upon contract award and is in effect on a continuous basis without interruption throughout the Task Order Period of Performance

3. SLA METRICS

3A. MEASUREMENT

INTERVAL

Program Management: The Interval is one calendar month.

3B. MEASUREMENT

PERIOD

Program Management: 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 system and responses to a customer satisfaction survey.

Positive rates are determined by 1) positive feedback on survey or 2) No response to survey. Negative comments are determined by 1) a negative response on survey.

3D. METHOD OF

SURVEILLANCE

100% Inspection . For each one month period, count the total number of closed BMC Remedy tickets assigned to TACLAN technical support. Determine the number of unsatisfactory ratings based on customer satisfaction survey results.

The appropriate report will be produced by the Service Desk and delivered to the

ITMO.

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 Program Management: To determine the percentage of unsatisfactory ratings divide the number of negative responses by the total number of closed BMC Remedy tickets.

4B. TARGET CRITERIA At least 98% customer satisfaction.

4C. MINIMUM

ACCEPTABLE

At least 95% customer satisfaction.

4D. DEFINITIONS None

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

This SLA will have to be underpinned heavily by Associate Contractor Agreements and Memorandums of Understandings.

G-4.0 TACLAN Area Specific Services

G-4.3 TACLAN Area Specific Services / Project Manag ement – On- Time Delivery / Milestone Completion to Schedule

1A. TASK AREA TACLAN Area Specific Services

1B. PERFORMANCE

CATEGORY

Timeliness and Accuracy

1C. SLA # G-4.3 1D. SLA NAME Project Management - On-Time Delivery – actual vs. Delivery Order estimate

2. SLA OVERVIEW

2A. SLA DESCRIPTION Ensures TACLAN Contractor’s actual dates of delivery are consistently on-time based on the stated delivery date on the USSOCOM-authorized Delivery Order or Project Schedule that was approved and signed off by the Contracting Officer. Government approved changes in the delivery date shall be considered as the new on time delivery date.

2B. PERFORMANCE

PERIOD

This SLA becomes effective upon contract award and is in effect on a continuous basis without interruption throughout the Delivery Order Period of Performance

3. SLA METRICS

3A. MEASUREMENT

INTERVAL

Program Management: The interval is per delivery schedule cited in each delivery order.

The Measurement Period for both program and contract management is based on the delivery schedule cited in each delivery order. Since delivery orders may not have the same period of performance the measurement period begins on the date that each DO is awarded.

3C. SOURCE OF

MEASUREMENT

DATA

KO and PCOR Task Order financial log.

3D. METHOD OF

SURVEILLANCE

100 Percent Inspection. Complete inspection of all Contractor Delivery Order delivery / completion schedule change requests resulting in a schedule slippage from the original delivery schedule and/or project plan as approved by the Government.

3E. TIMING OF

MEASUREMENT

Program Management: Program management is measured monthly during the delivery period.

3H. EXCEPTIONS Field left blank intentionally.

4. SLA MEASUREMENT

4A. CALCULATION Program Management: To determine the percentage of delivery orders late divide the number of delivery orders late by the total number of delivery orders issued.

4B. TARGET CRITERIA 95% of all scheduled deliverables and/or completion dates are completed according to the original Government-approved baseline delivery / completion schedule

4C. MINIMUM

ACCEPTABLE

90% of all scheduled deliverables and/or completion dates are completed according to the original Government-approved baseline delivery / completion schedule

4F. DEFINITIONS None

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

G-4.7 TACLAN Area Specific Services – Problem Res olution

1A. TASK AREA TACLAN Area Specific Services

1B. PERFORMANCE

CATEGORY

Quality / Availability

1C. SLA # G-4.7 1D. SLA NAME Problem Resolution Management

2. SLA OVERVIEW

2A. SLA DESCRIPTION Trouble tickets elevated to a TACLAN technical representative through BMC Remedy are resolved in a timely manner.

2B. PERFORMANCE

PERIOD

This SLA becomes effective upon contract award and is in effect on a continuous basis without interruption throughout the contract period of performance

3. SLA METRICS

3A. MEASUREMENT

INTERVAL

Program Management: The Measurement Interval is one calendar month.

The measurement period is from the time a BMC Remedy trouble ticket is assigned to a TACLAN technician to the time the trouble ticket is closed or replacement part/system is shipped.

3C. SOURCE OF

MEASUREMENT

DATA

BMC Remedy reports and/or log showing shipment of replacement part/system.

3D. METHOD OF

SURVEILLANCE

Complete inspection of BMC Remedy tickets and TACLAN Contractor shipment logs.

3E. TIMING OF

MEASUREMENT

Program Management; Measured monthly on an on-going basis throughout the contract period of performance.

3F. EXCEPTIONS Field left blank intentionally.

4. SLA MEASUREMENT

4A. CALCULATION Date/time of BMC Remedy ticket closure and/or shipping log entry showing equipment shipment minus the date/time of the BMC Remedy ticket being assigned to a TACLAN Technician.

4B. TARGET CRITERIA Total elapsed time of not more than 24 hours to close BMC Remedy ticket or shipment of parts/system required to solve issue. Non business days shall not be counted against the 24 hours.

4C. MINIMUM

ACCEPTABLE

Total elapsed time of not more than 36 hours to close BMC Remedy ticket or shipment of parts/system required to solve issue. Non business days shall not be counted against the 36 hours.

4D. DEFINITIONS None.

5. SLA ADMINISTRATION

5A. REPORTING

FREQUENCY

1. Reporting to commence upon Contract Award and continue throughout the Period of Performance.

2. Monthly reporting.

5B. NOTES AND

COMMENTS

None

Appendix B: Structure for Performance Incentive Administration

Performance Incentive Functions

The Government will establish the following performance incentive administration functions.

Performance Incentive Determination Official (PIDO) . The PIDO is the USSOCOM Special Operations Acquisition Executive (SOAE) or designee. Primary PIDO responsibilities include:

a) Determining the evaluation rating for each evaluation period and incentives earned for each incentive period

b) Changing the matters covered in this plan as addressed in Section 4 as appropriate

Contracting Officer (KO). The primary responsibilities of the Contracting Officer include:

a) Notifying the contractor in writing of the determination made by the PIDO

b) Implementing changes covered in this plan as addressed in Section 4

Primary Contracting Officer’s Representative (PCOR) . The primary responsibilities of the PCOR include:

a) Maintaining official paperwork that pertains to the incentive determination

b) Consolidating periodic evaluations of Contractor performance through quarterly reviews with the ITMO Performance Monitors and Site Representatives

c) Presenting the Performance Evaluation Report (PER) through the Chief Information Officer (CIO) Council covering the findings and recommendations for each evaluation period for an overall Enterprise performance report

d) Submitting the Performance Evaluation Report (PER) to the PIDO covering the findings and recommendations for each evaluation period

e) Consolidating changes in this plan and recommending those appropriate for adoption by the PIDO and KO, as addressed in Section 4

ITMO Performance Monitors / Service Level Managers An ITMO Performance Monitor / Service Level Manger will be assigned to each Service Level Agreement (SLA) category to be evaluated. The primary ITMO Performance Monitor / Service Level Manager responsibilities include:

a) Monitoring, evaluating, and assessing contractor performance in assigned areas

b) Periodically providing the input to the Performance Evaluation Report for the PCOR as appropriate

c) Recommending appropriate changes in this performance incentive structure for consideration, as addressed in Section 4

The Contracting Officer will appoint one or more contract Performance Monitor(s), based on the recommendations of the ITMO lead. The Contracting Officer is responsible for ensuring a performance monitor is assigned for each SLA category to be evaluated under the contract. The Performance Monitor(s) will have expertise relative to the assigned performance area emphasis. The Contracting Officer may change performance monitor assignments at any time without advance notice to the contractor. The ITMO will coordinate the performance monitor assignment change through the Contracting Officer who will notify the Contractor promptly of all Performance Monitor assignments and changes.

The PCOR will ensure that each Performance Monitor receives the following:

a) A copy of this plan along with any changes made

b) Appropriate orientation and guidance

c) Specific instructions applicable to the monitors’ assigned performance areas

ITMO Site Representatives The ITMO Site Representative responsibilities include:

a) Conducting periodic evaluations of contractor performance and submitting a PER to the PCOR covering the findings and recommendations for each evaluation period

b) Attending quarterly reviews called by the PCOR to review findings and recommendations

c) Recommending changes to this performance incentive structure and submitting recommendations to the PCOR for appropriate action

1. Method for Determining Performance Incentives

The Government will conduct a determination of the performance rating for each one month period within thirty days of the end of each month. The Contractor earns and accrues credits for service level performance that exceeds the Performance Targets in the Service Level Agreements. The PIDO will determine the evaluation rating for each twelve-month evaluation period and the performance incentive earned for within forty days after the end of the period.

This evaluation process will commence after the award of the contract.

ITMO Performance Monitors / Service Level Managers will evaluate and assess Contractor performance. Performance Monitors will submit inputs for Performance Evaluation Reports monthly and, if required, make verbal presentations to the PCOR.

2. Performance Incentive Calculation

USSOCOM will use a four-step process for determining incentives on the contract. The steps are described below and depicted graphically in Figure 1 below.

Figure 1. Incentive Determination Process

Award

Determination

Step 1 – Assess the contractor’s performance agains t the performance targets

The Government will measure and assess Contractor performance each month to determine the service level performance achievements compared to the Minimal Acceptable performance criteria for each SLA. The Government will assign a score of either: -1, 0, or +1 to each SLA based upon level of accomplishment toward satisfying the Minimal Acceptable performance criteria (see Section 8 for an example). These scores will summed to derive a total raw score for each SLA. The raw score will be multiplied by a Government-assigned weighting factor for each SLA that indicates relative degree of importance of each SLA. The monthly score will be used to ascertain if Contractor’s SLA performance levels areas meet, significantly exceed, or fall short of the Minimum Acceptable criteria and require a Service Improvement Plan to remediate or correct performance levels. The Government will develop a final score by summing all twelve months of weighted scores for each of the performance targets in each of the service level areas. The final score shall include all performance targets for the entire year. No score shall be accrued for the Performance Incentive where the Contractor performance only meets or minimally exceeds the Minimum Acceptable service level target. See the Performance Incentive Definitions (Section 5), Award Formulas (Section 6), and Example (Section 8) for additional details. USSOCOM will use total contract year performance scores to determine if the Contractor may be eligible for a performance incentive.

Step 2 – Assess the results for all of the performa nce targets

On an annual basis, the Government will assess the contractor’s SLA performance achievement using the monthly performance scores determined in Step 1 above for all of the individual SLAs.

The Government will determine the Contractor’s annual SLA performance score by calculating twelve overall total weighted score (one or each of the monthly SLA performance scores). The Government will then total the annual total score for each SLA to derive the overall annual service level performance.

Step 3 – Performance incentive decision

In step 3, the Government will use the results from Step 2 to determine if the Contractor is eligible for the performance incentive. The Government will add all of the weighted scores for all of the performance targets to derive a composite rating for the contract year, and based upon the results of the final rating, determine if the Contractor’s performance is sufficient to be eligible to receive the performance incentive.

Assess

TACLAN

Contractor performance against the performance target

Assess Results for all

Performance Targets in the

TACLAN

Contractor contract

Make the Award Decision

Award Determination

1 2 3 4

3. Changes in Plan Coverage

Right to Make Unilateral Changes - the Government may revise SLA in accordance with the procedures outlined below. The changes will be made without formal modification of the contract. Figure 2 below illustrates the actions and timeframe for initiating changes to the SLAs.

Figure 2. Steps to Change SLA Plan Coverage

Step Action Schedule

a. Performance Monitors/PCOR drafts proposed changes Ongoing.

b. Government PCOR / ITMO begin SLA requirements change discussions

NLT 180 days prior to beginning of evaluation period.

c. ITMO creates/updates SLAs NLT 150 days prior to beginning of evaluation period.

d. Contractor implements automated measurement systems where necessary

NLT 120 days prior to beginning of evaluation period.

e. Contracting Officer, ITMO, and Contractor begin discussions on SLAs and target service levels

NLT 90 days prior to beginning of evaluation period.

f. ITMO submits recommended changes to SLAs NLT 60 days prior to beginning of evaluation period.

g. ITMO submits recommended changes to the rest of the contract to the KO for approval

NLT 30 days prior to beginning of evaluation period.

f. Contractor submits new SLA Management Plan and updated SLAs

Prior to beginning of evaluation period.

g. KO notifies contractor of changes Prior to beginning of evaluation period.

4. Performance Incentive Definitions

Variable Name Description

(m) = Monthly score The monthly score of: -1, 0, or 1. Assigned each month to describe the service level achievements by a contractor for performance against the target criteria.

(r) = Raw score Total of all monthly scores evaluated for the award or incentive period. This is the score for the year not including weighting for the performance targets.

(f) = Weighting Factor The relative importance of one SLR against another SLR on a 100 point scale expressed as a percentage. Weighting factors are determined by the SLRs impact on Mission Critical Services first and then by impact on non-mission critical services.

(w) = Weighted Score The product of the weighting factor and the raw score.

(a) = Award Decision The sum of all Weighted Scores.

(pt) = Performance Targets Quantity of metrics that are measured in the SLAs for each contract area.

5. Award Formulas

Award Term Formulas

# / Area Formula Where

1. Weighted Score w = f * r w = weighted score f = weighting factor r = raw score

2. Raw Score r = ∑m r = raw score

∑m = sum of all monthly scores

3. Calculate raw score for all performance targets rpt= ∑mpt pt = performance targets

4. Award Decision a=(∑w for all pt) > 8.0 a = award decision

∑w = sum of all weighted scores pt = performance targets

6. Service Area and Service Level Requirement Weigh ts

Area

Area Weighting Task Area SLA

Number Shared Targets SLA Name Weighting

Factor

33.3% Service Operations for

TACLAN

G-3.1 Common Overall ITSM Delivery - Accountability for Ticket Ownership

33.3%

66.6% TACLAN Area Specific Services

G-4.3 Common Project Management – On-Time Delivery/Milestone Completion to Schedule

33.3%

G-4.7

Common Problem Resolution

33.3%

7. Example of Annual Year Performance Calculation S corecard

The notional example below illustrates four scenarios using random weighting for three Performance Targets:

a) Minimum Performance - Meeting only the minimum acceptable performance levels

b) Best Case - Achieving a perfect score for an entire year and achieving a new Award Term, the weighted score was equal to or greater than eight (8).

c) Exceeding Performance - Exceeding Performance and achieving a new Award Term, the weighted score was equal to or greater than eight (8).

LEGEND (Monthly Performance)

GREEN

Achieved SLA Minimum Acceptable Level

Performance

BLUE Exceeded SLA Performance Target

RED

Failed to Achieved Minimum SLA

Acceptable Level Performance

Performance Target SLR

Weighting Factor % Example

M o n th

M o n th

M o n th

M o n th

M o n th

M o n th

M o n th

M o n th

M o n th

M o n th

M o n th

M o n th

Raw

Score

Weighted

Score A w a rd

D e ci si o n

SLA Performance Target 1 SLR 1 27.00% 0 0 0 0 0 0 0 0 0 0 0 0 0.0000 0.00 0.00

SLA Performance Target 2 SLR 2 35.00% 0 0 0 0 0 0 0 0 0 0 0 0 0.0000 0.00

SLA Performance Target 3 SLR 3 38.00% 0 0 0 0 0 0 0 0 0 0 0 0 0.0000 0.00 No Award

Performance Target SLR

Weighting Factor % Example

M o n th

M o n th

M o n th

M o n th

M o n th

M o n th

M o n th

M o n th

M o n th

M o n th

M o n th

M o n th

Raw

Score

Weighted

Score A w a rd

D e ci si o n

SLA Performance Target 1 SLR 1 27.00% 1 1 1 1 1 1 1 1 1 1 1 1 12.0000 3.24 12.00

SLA Performance Target 2 SLR 2 35.00% 1 1 1 1 1 1 1 1 1 1 1 1 12.0000 4.20

SLA Performance Target 3 SLR 3 38.00% 1 1 1 1 1 1 1 1 1 1 1 1 12.0000 4.56 Award

Performance Target SLR

Weighting Factor % Example

M o n th

M o n th

M o n th

M o n th

M o n th

M o n th

M o n th

M o n th

M o n th

M o n th

M o n th

M o n th

Raw

Score

Weighted

Score A w a rd

D e ci si o n

SLA Performance Target 1 SLR 1 27.00% -1 -1 -1 -1 -1 -1 -1 -1 -1 -1 -1 -1 -12.0000 -3.24 -12.00

SLA Performance Target 2 SLR 2 35.00% -1 -1 -1 -1 -1 -1 -1 -1 -1 -1 -1 -1 -12.0000 -4.20

SLA Performance Target 3 SLR 3 38.00% -1 -1 -1 -1 -1 -1 -1 -1 -1 -1 -1 -1 -12.0000 -4.56 Penalties

Performance Target SLR

Weighting Factor % Example

M o n th

M o n th

M o n th

M o n th

M o n th

M o n th

M o n th

M o n th

M o n th

M o n th

M o n th

M o n th

Raw

Score

Weighted

Score A w a rd

D e ci si o n

SLA Performance Target 1 SLR 1 27.00% 1 0 1 1 0 1 0 1 1 1 1 0 8.0000 2.16 8.32

SLA Performance Target 2 SLR 2 35.00% 1 1 1 1 1 1 1 1 1 0 1 0 10.0000 3.50

SLA Performance Target 3 SLR 3 38.00% 1 0 1 1 0 -1 1 1 1 0 1 1 7.0000 2.66 Award

8.00

Blue

Red

Year 1 - 6

Year 1 - 6

Year 1 - 6

Award Term Threshold

Award

No Award

A.

B.

C.

D.

Appendix C: Priority Level Definitions

“Priority Levels ” (also known as Incident or Problem Severity Level ) means the defined categories that identify the degree of business criticality and importance to USSOCOM (the “MISSION/ Business Impact ”) of specific Incidents or Problems and the associated Contractor response requirements attributed to any such Incident, Problem or Service Requests. The following table provides the Priority Level Definitions categories and descriptions that apply to all Services.

Table 1 –Priority Level Definitions

Priority Level Definition/Examples

Priority Level 1 – Emergency / Urgent - Critical Mission / Business Impact

CRITICAL - Multiple End-User impact with no workaround. The Incident or Problem has caused a complete and immediate work stoppage affecting an entire Unit or Command Group or primary mission / business process or a broad group of End-Users. Examples:

� Major application Incident or Problem (e.g., Outlook/Exchange/ messaging application, portal) � Severe Incident or Problem during critical periods (e.g., deployment support, month-end processing) � Network/database failure, virus detected, command group assistance and deployment support � Security violation (e.g., denial of service, port scanning)

Priority Level 2 – Urgent - Major Mission / Business Impact

URGENT - Multiple end-user impact with approved workaround. A mission / business process is affected in such a way that mission/ business functions are severely degraded, multiple end-users are impacted or a key customer is affected (VIP Support). A workaround may be available; however the workaround is not easily sustainable. Examples:

� Major data/database or application Incident or Problem (e.g., Outlook Web

Automation email access on NIPR with MS-Exchange/ with Outlook still available)

Priority Level 3 – Priority - Minimal Mission / Business Impact

PRIORITY - Single End-User with single impact. A business process is affected in such a way that certain functions are unavailable to End-Users or a system and/or service is degraded. A Workaround may be available. Examples:

� Telecommunication Incident or Problem (e.g., In-Garrison Blackberry outage with non-mobile email still available, Video conference location unavailable with audio-conference still functioning)

� Workstation problem (e.g., hardware, software) � Individual related problems such as E-mail, printer, scanner, individual loss of network connections, or help using software applications

Priority Level 4 – Routine – Low Mission / Business Impact

ROUTINE - Service Request that has little impact on mission or normal business processes and can be handled on a scheduled basis. Example:

� End-User requests (e.g., system enhancement, deployment, access rights) � Preventative maintenance (not part of an Incident or Problem Resolution.)

Appendix D: IT Response Requirements by Priority

“IT Response Requirements ” (also known as Response Time ) means the elapsed reaction and response time within which specific or designated actions must be taken and notifications provided to response to, diagnose, and resolve any given Incident, based upon the designated Priority Level of the Incident at the time the Incident it is reported or as may be reprioritized as more information is gathered or the situation evolves. The Priority Level is assigned based upon its Mission/ Business Impact. The Contractor’s priority level response requirements for any given Incident, Problem, or Service Request are specified in the following table and apply to apply to all Contractor-provided Services:

Table 1 –IT Response Requirements Levels Description

Priority 1 Response Requirement

• Must acknowledge dispatch and begin managing in queue within 10 minutes of dispatch.

• Must complete:

o Within 30 minutes must have a work-around or temporary solution for non-IMAC o To be completed within 1 day for IMACs o For Patches to have 100% coverage within release package to target group within 1 business day or within 4 hours of first connectivity thereafter without related incident.

• Must update status every 15 minutes for non-IMAC, and every 2-hours for IMAC and patches.

Priority 2 Response Requirement

• Must acknowledge dispatch and begin managing in queue within 30 minutes of dispatch.

• Must update status every 30 minutes/ daily for patches / every 2 days for projects.

• Must complete:

o Within 24 hours for Non-projects or Non- IMACs.

o Within 3 business days for Projects and IMACs.

o For Patches to have 100% coverage within release package to target group within 3 business days or within 6 hours of first connectivity thereafter without related incident.

Priority 3 Response Requirement

• Must acknowledge dispatch and begin managing in queue within 2 hours.

• Must update status every 24 hours / every 2 business days for patches / every 5 days for projects.

• Must complete:

o Within 3 business days for Non-projects or Non-IMACs.

o Within 8 business days for Projects and IMACs.

o For Patches to have 100% coverage within release package to target group within 6 business days or within 24 hours of first connectivity thereafter without related incident.

Priority 4 Response Requirement

• Must acknowledge dispatch and begin managing in queue within 1 day.

• Must update status every 2 business days for Non-projects or Non- IMACs (and every 20 business days for Projects and IMACs).

• Must complete within 10 business days for Non-projects and Non- IMACs.

Appendix E: Contract Discrepancy Report

SERVICE PROVIDER DISCREPENCY REPORT 1. DISCREPENCY

REPORT NUMBER

2. TO: (Service Provider and Manager Name) 3. FROM: (PCOR Name)

DATES

PREPARED ORAL NOTIFICATION RETURNED BY

CONTRACTOR

ACTION COMPLETE

4. DISCREPENCY OR PROBLEM (Describe in Detail. Include PWS references. Attach Continuation Sheet if Necessary.)

5. SIGNATURE OF PCOR

6. TO: (Name of PCOR) 7. FROM: (Service Provider)

8. SERVICE PROVIDER RESPONSE AS TO CAUSE, EFFECT, CORRECTIVE ACTION AND

ACTIONS TO PREVENT RECURRENCE. (Attach Continuation Sheet if necessary. Cite applicable SP QC program procedures or new QC procedures.)

9. SIGNATURE OF SP REPRESENTATIVE 10. DATE

11. GOVERNMENT EVALUATION (Acceptance, partial acceptance, or rejection. Attach Coordination Sheet if necessary.)

12. GOVERNMENT ACTIONS (Cure notice, show cause, other.)

CLOSE OUT

Contractor

NOTIFIED

NAME AND TITLE SIGNATURE DATE

ITMO QAE

PCOR

Appendix F: Customer Feedback Report

CUSTOMER FEEDBACK RECORD

DATE AND TIME OF COMPLAINT

SOURCE OF COMPLAINT

ORGANIZATION

INDIVIDUAL

NATURE OF COMPLAINT

PWS REFERENCE

VALIDATION

DATE AND TIME SERVICE PROVIDER INFORMED

OF COMPLAINT

NAME OF SP REPRESENTATIVE

INFORMED OF COMPLAINT

ACTION TAKEN BY SERVICE PROVIDER (Responsible officer)

RECEIVED AND VALIDATED BY

Determination: Complaint Valid � Complaint Invalid �

Appendix G: Sampling Guide / Inspection Checklist

SERVICE FUNCTION: ________________________________________________________

PWS SECTION: ________________________________________________________

NOTE: E = Excellent Performance S = Satisfactory Performance U = Unsatisfactory Performance N/A = Not Applicable

1 Method of Surveillance:

2 Lot Size:

3 Sample Size:

4 Performance Requirement: Performance is excellent (E) when _____ or fewer defects are discovered per month. Performance is satisfactory (S) when _____ or fewer defects are discovered per month. Performance is unsatisfactory (U) when _____ or more defects are discovered per month.

5 Sampling Procedure: Instructions on how to select the sample must be clear and complete

6 Inspection Procedure: The procedure must be detailed enough to allow a yes/no objective decision as to the acceptability of performance by anyone making the inspection. Explain when evaluation is to occur and what is acceptable/unacceptable.

Performance: Excellent (E), Satisfactory (S), Unsatisfactory (U), Not Applicable (N/A)

Performance Requirements Timeliness Quality of Work Notes

Overall Rating Of Inspection (E, S, U, or N/A)

Inspector Comments:

Contractor Signature: Date: _________________

ITMO Performance Monitor Signature: Date: