EUHW Attch 11, Service Level Requirements FINAL.xlsx
XLSX spreadsheet 333 KB Posted
- Attached to
- NGEN-R End User Hardware as a Service and Supply
- Solicitation number
- N00039-18-R-0004
About this file
This document outlines service level requirements for the Naval Enterprise Network Program solicitation for End User Hardware as a Service. The solicitation seeks to procure end user hardware, including laptops, desktops, tablets, virtual desktops, and associated peripherals, through an indefinite-delivery, indefinite-quantity contract with both fixed price and cost reimbursement line items. The contract would have a three-year base period and six one-year option periods.
The service level requirements specify targets for delivery of end user hardware within five days of order, delivery of refresh orders within specified windows prior to scheduled refresh dates, and acknowledgement of task orders within 24 hours. Other requirements include removing and replacing recalled equipment within 24 hours for safety issues and seven days for non-safety issues, as well as submitting asset data to the accountable property system of record within 24 hours of delivery, refresh, or decommissioning of equipment. Performance will be measured against the specified targets.
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Title Page
| Naval Enterprise Network Program |
| UNITED STATES NAVY |
| Solicitation: N00039-18-R-0004 |
| Attachment 11, EUHW Service Level Requirements |
Date: 17 September 2018
| Program Executive Office Enterprise Information Systems |
| Program Manager, Naval Enterprise Networks |
| 1325 10th Street, SE, Suite 301 |
| Washington, DC 20374 |
EUHW SLRs End User Hardware (EUHW) Service Level Requirements (SLRs)
| SLR # | Service Category | SLR DESCRIPTIONS |
| SLR 37.1 | Order to Delivery | Order to Delivery - End User Hardware as a Service (EUHWaaS) & Purchased EUHW |
Deliver EUHWaaS and purchased EUHW devices(s) to the location specified in the order in ≤ 5 days.
How Measured: Contractor acceptance of a Task Order and/or build-out for an as-a-service or purchased device shall be the measurement start point; receipt and acceptance of the order at specified base, building and room shall be the measurement end point.
Target ≥ 99.00% SLR 37.2 Order to Delivery Order to Delivery - EUHW Refresh
Deliver complete and accurate EUHW Refresh orders to the specified location no earlier than three (3) Government business days prior and no later than one (1) Government business day prior to the scheduled refresh date.
How Measured: Scheduled refresh dates will be compared to delivery dates for all EUHW devices required to execute the refresh.
Target ≥ 98.50% SLR 37.3 Order to Delivery Order to Delivery - Peripherals
Deliver peripheral(s) to the location specified in the order in ≤ 5 days.
How Measured: Contractor acceptance of a Task Order shall be the measurement start point; receipt and acceptance of the order at specified base, building and room shall be the measurement end point.
Target ≥ 99.00% SLR 37.4 Order to Delivery Order to Delivery - Deployables
Deliver complete and accurate Pack-Up Kits (PUKs) to the location specified in the order ≤ 96 hours prior to the unit's scheduled deployment departure date/time.
How Measured: Scheduled departure dates for units will be compared to delivery dates for all ordered devices required to deploy.
Target ≥ 98.00% SLR 38 Acquisitions / Program Equipment Recall
Remove and replace recalled equipment in ≤ 24 hours for safety related recalls; ≤ 7 days for non-safety related recalls.
How Measured: Contractor receipt of notification from the COR to proceed with required recall actions, shall be the measurement start point; removal of recalled equipment and confirmation that replacement equipment has been shipped, shall be the measurement end point.
Targets:
Safety Recall = 100.00% Non-Safety Recall ≥ 98.50% SLR 39 Acquisitions / Program Contract Ordering Application (COA) Receipt Responsiveness
Acknowledge receipt of Government Owned and Managed Ordering (GOMO) Application Task Orders (ATO) in ≤ 24 hours.
How Measured: Contractor receipt of GOMO ATOs shall be the measurement start point; Government receipt of the Contractor's order acknowledgement shall be the measurement end point.
Target ≥ 99.50% SLR 40 Acquisitions / Program Asset Record Management
Submit accurate and complete asset data files to the Accountable Property System of Record (APSR) in ≤ 24 hours.
How Measured: The date/time stamp for delivery of EUHWaaS, purchased EUHW, refreshed EUHW or decommissioned EUHW shall be the measurement start point; Government confirmation of the transfer of complete and accurate asset data to the SMIT contractor shall be the measurement end point.
Target ≥ 99.50% image1.png
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