DS Appendix 1-E Distributed Computing Services SOO 10-18-2010 FINAL.pdf

DIPLOMATIC SECURITY

APPENDIX 1-E: DISTRIBUTED COMPUTING SERVICES SOO

APPENDIX 1-E

DISTRIBUTED COMPUTING SERVICES

STATEMENT OF OBJECTIVES (SOO)

for

DIPLOMATIC SECURITY

FINAL

18/OCT/2010

18/OCT/2010Page i

Table of Contents

1.0 Distributed Computing Services Overview and Service Objectives

1.1 Distributed Computing Services Overview

1.2 Service Objectives

2.0 Service Environment

2.1 Scope of the Infrastructure to Be Supported

2.1.1 Hardware and Software

2.1.2 Service Locations

2.1.3 Personnel

2.1.4 Policies, Procedures and Standards

2.1.5 Agreements and Licenses

2.1.6 Work-In-Progress

2.1.7 Future Initiatives

2.2 Baseline Information

3.0 Distributed Computing Services Requirements

3.1 Service Descriptions and Roles and Responsibilities

3.1.1 General Responsibilities

3.1.2 Core Software Image Build and Deployment Services

3.1.3 Application Software Image Build and Deployment Services

3.1.4 Install, Moves, Adds, Changes (IMACs)

3.1.5 On-Site Technical Support

3.1.6 Video Conferencing Services

3.1.7 Special Support Services

3.2 Exclusions

3.3 Service-Specific Milestones

4.0 Service Management

4.1 Service Level Requirements (SLRs)

4.2 Reports

5.0 Referenced Appendices

List of Tables

Table 1. Distributed Computing Baseline Projections

Table 2. General Roles and Responsibilities

Table 3. Core Software Image Build and Deployment Roles and Responsibilities

Table 4. Application Software Image Build and Deployment Roles and Responsibilities

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Table 5. Install, Moves, Adds, Changes (IMACs) Roles and Responsibilities

Table 6. On-Site Technical Support Roles and Responsibilities

Table 7. Video Conferencing Services Roles and Responsibilities

Table 8. Distributed Computing Services Availability SLR

Table 9. Software Installation SLR

Table 10. Install, Moves, Adds and Changes—Workstation and Peripherals

Table 11. Deployment—New Server SLR

Table 12. Server Updates/Refresh Requirements SLR

Table 13. Distributed Computing Services Reports

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This is Appendix 1-E: Distributed Computing Services SOO to the Agreement between Diplomatic Security (―DS‖) and Contractor.

1.0 Distributed Computing Services Overview and Service

Objectives

1.1 Distributed Computing Services Overview

This Appendix 1-E: Distributed Computing Services SOO is the Statement of Objectives (or ―SOO‖) that sets forth the roles and responsibilities of the Parties for the distributed computing support services (―Distributed Computing Services‖) provided under the Agreement as part of the Services. Distributed Computing Services are the services and activities, as further detailed in this SOO, required to provide and support DS’s Distributed Computing infrastructure.

Contractor shall provide and support the DS-standard approved Distributed Computing infrastructure environment that includes:

Desktop computing hardware devices and associated system Software

Laptop/notebook computing hardware devices and associated system Software

Business productivity Software and DS applications that are part of DS-standard approved computing device image(s)

Network-attached printers, scanners, multi-functional devices (e.g., printer/scanner/fax) and copiers that are attached to the local-area network (LAN)

Handheld computing hardware devices and associated System Software (i.e., smartphones, PDAs, handhelds)

Locally attached peripheral devices (e.g., personal printers) Excludes OpenNet and ClassNet printers other than pick up and delivery

File, print and local application servers, excluding OpenNet and ClassNet file and print servers.

In addition to the Services described in this SOO, Contractor is responsible for providing the Services described in Appendix 1-A: Cross-Functional Services SOO.

The services described in this SOO will be provided for the DS Networks desktop services and will not include support for OpenNet and ClassNet.

1.2 Service Objectives

The following are the key high-level Service objectives DS expects to achieve through Distributed Computing Services and this Distributed Computing Services SOO:

Meet DS business needs for highly available, reliable and secure Services

Acquire Services with availability guarantees backed by Service-Level Requirements (SLRs)

Improve desktop and End-User SLRs

Improve End-User productivity

Standardize the desktop environment (hardware and software)

Improve security, data management and backup in the desktop environment

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Improve asset management and control

Improve total cost of ownership management

Support Directorate initiatives

Identify opportunities for improvement and work collaboratively to improve services for end users

Support the Bureau’s need for flexibility in standing up new programs on short notice

Encourage innovation and understanding of emerging technologies

Increase accountability in all functional areas

2.0 Service Environment

2.1 Scope of the Infrastructure to Be Supported

The following subsections and related Service Environment Appendices further describe and scope the Distributed Computing environment to be supported and/or with which Contractor shall comply. These Service Environment Appendices are to be maintained by Contractor, reviewed with DS, and updated by Contractor and made available to DS on a quarterly basis.

The Contractor is expected to understand relevant Federal, NIST, DoS, DS, and CTO policies.

It is assumed that the Contractor is familiar with delivering services in the Federal Government environment.

2.1.1 Hardware and Software

a. A listing and description of hardware to be supported is provided in Appendix E.1— Distributed Computing Hardware.

b. A listing and description of the Software and utilities to be supported is provided in Appendix E.2—Distributed Computing Software.

c. A listing and description of core images to be supported is provided in Appendix E.3— Distributed Computing Core Images. – One image per network is supported (OpenNet, ClassNet)

2.1.2 Service Locations

A description and location of all DS facility and office locations requiring Distributed Computing Services is provided in Appendix E.4—DS Service Locations.

2.1.3 Personnel

Contractor will be responsible for providing appropriately skilled staffing to meet the Distributed Computing Services Roles and Responsibilities and Service Levels set forth in this SOO.

2.1.4 Policies, Procedures and Standards

The policies, procedures and standards with which Distributed Computing Services will comply are provided in Appendix E.5—Distributed Computing Services Policies, Procedures and Standards.

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2.1.5 Agreements and Licenses

A list of Distributed Computing Services-related agreements and licenses is provided in Appendix E.6—Distributed Computing Services Agreements and Licenses.

2.1.6 Work-In-Progress

DS currently has a number of Distributed Computing-related initiatives in progress that are included in the scope of this SOO and may impact Services. Such projects are the responsibility of Contractor to complete within the time frames specified by DS. A list of these projects is provided in Appendix E.7—Distributed Computing-Related Work-in-Progress.

2.1.7 Future Initiatives

Other Distributed Computing-related initiatives considered but not in process are included in Appendix E.8—Distributed Computing-Related Future Initiatives.

2.2 Baseline Information

DS’s current Distributed Computing utilization and projected usage is presented below. These business requirements represent DS’s projection of the Service requirements for Day 1 implementation based on a combination of past trends and current anticipated overall business direction over the term of the Agreement.

Table 1. Distributed Computing Baseline Projections

System Yr 0 Yr 1 Yr 2 Yr 3 Yr 4 Yr 5 Projected 2% growth

Desktop Computers / Laptops

9662 9855 10052 10253 10458 10668 Projected 2% growth

Laptop Computers 1200 1224 1248 1273 1299 1325 Projected 2% growth

Application Servers 80 82 83 85 87 88 Projected 2% growth

File and Print Servers 10 10 10 11 11 11 Projected 2% growth

Networked Printers 591 603 615 627 640 653 Projected 2% growth

Non-Networked Printers

678 692 705 719 734 749 Projected 2% growth

Scanners 300 306 312 318 325 331 Projected 2% growth

Faxes 450 459 468 478 487 497 Projected 2% growth

Wireless Devices (e.g., BlackBerrys)

550 561 572 584 595 607 Projected 2% growth

IMACs 180 184 187 191 195 199 Projected 2% growth

Number of Email accounts

5193 5297 5403 5511 5621 5733 Projected 2% growth

Mailbox size (MB per individual)

100 102 104 106 108 110 Projected 2% growth

Number of Images supported

4 4 4 4 4 4 Projected 2% growth

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3.0 Distributed Computing Services Requirements

3.1 Service Descriptions and Roles and Responsibilities

In addition to the Services, activities, and roles and responsibilities described in Appendix 1-A:

Cross-Functional Services SOO, Contractor shall be responsible for the following Distributed Computing Services.

3.1.1 General Responsibilities

The following table identifies General roles and responsibilities associated with this SOO. An ―X‖ is placed in the column under the Party that will be responsible for performing the task.

Contractor responsibilities are indicated in the column labeled ―Contractor.‖

Table 2. General Roles and Responsibilities

Asset management for OpenNet / ClassNet devices is in included in-scope

General Roles and Responsibilities Contractor DS

1. Define Distributed Computing/End-User requirements and policies X

2. Recommend Services and standards for supporting the Distributed Computing environment/End-Users

X

3. Review and approve Services and standards for supporting the Distributed Computing environment/End-Users

X

4. Support procurement of Government desktop and laptop hardware and Software (e.g., operating system, personal productivity and office automation Software)

X

5. Deploy and manage desktop and laptop hardware and Software X

6. Support procurement of Government Network-attached servers, storage devices and peripherals

X

7. Deploy and manage Network-attached servers, storage devices and peripherals

X

8. Support procurement of Government locally attached printers, storage devices and miscellaneous peripherals

X

9. Deploy and manage locally attached printers, storage devices and miscellaneous peripherals

X

10. Provide End-User data backup, offsite storage and recovery Services X

11. Support remote access Services for DS personnel in remote or home locations

X

12. Provide Level 2 support for in-scope Software as coordinated through the Service Center

X

13. Provide desktop/laptop Break/Fix and Level 2 support for hardware as coordinated through the Service Center

X

14. Provide server Break/Fix and Level 2 hardware and system Software support as coordinated through the Service Center

X

15. Provide Incident determination, Root Cause Analysis and Resolution X

16. Provide support for external and internal audits (e.g. financial, security) X

17. Manage End-User accounts, disk space quotas and access control (OS, database, Middleware, file systems, disk space, etc.)

X

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3.1.2 Core Software Image Build and Deployment Services

Core Software Image Build and Deployment Services are the activities associated with building and deploying Core Software Images. Core Software is defined as the suite of Software programs used to build a DS-defined standard image for a supported device (e.g., OS Software, office productivity and messaging Software, security tools, remote connectivity Software). The following table identifies the Core Software Image Build and Deployment roles and responsibilities that Contractor and DS will perform.

Responsibilities include managing the master images (including OpenNet and ClassNet images which are distributed by IRM) and owning all changes. The IRM image is validated by DS and then customized as needed.

Table 3. Core Software Image Build and Deployment Roles and Responsibilities

Core Software Image Build and Deployment Roles and Responsibilities Contractor DS

1. Define Core Software Build and Deployment requirements and policies X

2. Develop and document in the Standards and Procedures Manual Core Software Build and Deployment procedures that meet requirements and adhere to defined policies

X

3. Review and approve Core Software Build and Deployment procedures X

4. Provide technical assistance for defining Core Software Image(s) Specifications for desktops, laptops, servers and other in-scope Devices

X

5. Develop and document detailed technical Specifications that define and support the build, test and deployment plans for the standard Core Software Image(s)

X

6. Review and approve standard Core Software Image Specifications X

7. Build Core Software Images for devices and servers X

8. Conduct system-level and End-User testing of Core Software Image(s) to validate that they perform in accordance with the approved Specifications and can be deployed successfully and operate with all supported applications, hardware and Software

X

9. Review and approve Core Software Image testing results X

10. Approve Core Software Image(s) for deployment X

11. Provide necessary utilities/tools to maintain and ensure compliance with Core Software Image deployment/management policies and procedures

X

12. Manage deployment efforts using formal project management tools, methodologies and standards (e.g., ITIL change and configuration management practices)

X

13. Deploy approved Core Software Image(s) on applicable devices and servers

X

14. Provide and administer Software distribution tools X

15. Recreate End-User desktop environment to previous state including base build plus all End-User-specific features, functions and applications, as required

X

16. Automate Core Software Image deployment processes (e.g., remote electronic upgrading of desktop images)

X

17. Conduct deployment reviews and provide results to DS X

18. Review and approve results of deployment reviews X

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3.1.3 Application Software Image Build and Deployment Services

Application Software Image Build and Deployment Services are the activities associated with building and deploying Application Software. Application Software is defined as any non-core Software package (e.g., DS COTS, GOTS, and custom-developed applications). The following table identifies the Application Software Image Build and Deployment roles and responsibilities that the Contractor and DS will perform.

Responsibilities include managing the master images (including OpenNet and ClassNet images which are distributed by IRM) and owning all changes. The IRM image is validated by DS and then customized as needed.

Table 4. Application Software Image Build and Deployment Roles and Responsibilities

Application Software Image Build and Deployment Roles and Responsibilities

Contractor DS

1. Define Application Software Image Build and Deployment requirements and policies

X

2. Develop and document in the Standards and Procedures Manual Application Software Image Build and Deployment procedures that meet requirements and adhere to defined policies

X

3. Review and approve Application Software Image Build and Deployment procedures

X

4. Provide technical assistance for defining Application Software Image Specifications and deployment plans

X

5. Review and approve Application Software Image Specifications and deployment plans

X

6. Build DS Application Software Image X

7. Perform testing to verify the Application Software image performs in accordance with the approved specifications.

X

8. DS Verfication / Validation group approves Application Software image X

9. Conduct End-User testing of Application Software Image(s) to validate that they perform in accordance with the approved Specifications and can be deployed successfully and operate with all supported applications, hardware and Software

X

10. Approve Application Software Image(s) for deployment X

11. Manage deployment efforts using formal project management tools, methodologies and standards (e.g., ITIL change and configuration management practices)

X

12. Electronically or manually deploy approved Application Software Image(s) on applicable devices or servers

X

13. Conduct Application Software deployment reviews and provide results of reviews to DS

14. Review and approve results of Application Software deployment reviews X

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3.1.4 Install, Moves, Adds, Changes (IMACs)

IMAC Services are the activities associated with providing routine installations, relocations, upgrades and disposals of Distributed Computing hardware and Software. The following table identifies the IMAC Services roles and responsibilities that the Contractor and DS will perform.

Responsible includes the physical move for all cases with the separation as defined above for OpenNet / ClassNet. Software and reinstallation is for DS Network devices only.

Table 5. Install, Moves, Adds, Changes (IMACs) Roles and Responsibilities

Install, Moves, Adds, Changes (IMACs) Roles and Responsibilities Contractor DS

1. Define IMAC requirements and policies X

2. Develop and document in the Standards and Procedures Manual IMAC procedures that meet requirements and adhere to defined policies

X

3. Review and approve IMAC procedures X

4. Conduct pre-installation and site survey activities (e.g., Network connectivity, power, data jack preparation) in accordance with the procedures and specific Service Request

X

5. Build, configure and test the system in accordance with the standard hardware configuration(s) and Software Image and in accordance with the procedures and specific Service Request for DS networks only.

X

6. Perform hardware and Software IMACs and re-installations in accordance with the specific Service Request, procedures and other application policies (e.g., security policies) Software and reinstallation is for DS networks only. – Hardware delivery for all networks.

X

7. Conduct data and application migration that is necessary due to any hardware or Software IMACs and re-installations for DS networks only

X

8. Update all Cross-Functional management tools (e.g., asset management database) with required data and Close an IMAC Service Request

X

9. Provide basic End-User or technical staff orientation as needed when installing a new desktop/laptop for DS networks only.

X

10. Coordinate with DS Service Center, IT Service Center (IRM) and all other necessary Contractor, Third-Party and DS support organizations to manage all IMAC Service Requests to Resolution and Closure

X

3.1.5 On-Site Technical Support

On-Site Technical Support Services are the activities associated with the dispatch and management of Level 2 and Level 3 Incident Resolution Services (e.g., on-site troubleshooting, diagnosis and Resolution of Incidents for devices or servers). The following table identifies the On-Site Technical Support roles and responsibilities that Contractor and DS will perform. This support for DS and IRM networks

Table 6. On-Site Technical Support Roles and Responsibilities

On-Site Technical Support Roles and Responsibilities Contractor DS

1. Define On-Site Technical Support requirements and policies X

2. Develop and document in the Standards and Procedures Manual On- Site Technical Support procedures that meet requirements and adhere to defined policies

3. Review and approve Technical Support procedures X

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On-Site Technical Support Roles and Responsibilities Contractor DS

4. Support procurement of government equipment for spares and establish and maintain appropriate equipment sparing requirements and spares inventory levels to meet Service Level Requirements for On-Site Technical Support

X

5. Coordinate with the IT Service Center, DS Service Center and all other necessary Contractor, Third-Party and DS support organizations to manage all On-Site Technical Support requests to Resolution and Closure

X

6. Coordinate with End-User or other site staff to schedule On-Site Technical Support visit in response to an escalated Incident or Service Request

X

7. Dispatch appropriate Level 2 or Level 3 technician(s) in response to an escalated Incident or Service Request

X

8. Troubleshoot, diagnose and Resolve Incidents for devices, including removing and/or repairing physically broken or inoperable devices or servers

X

9. Conduct appropriate tests of repaired device or server to ensure the device or server is operating appropriately

X

10. Obtain End-User acknowledgment for completion of Service Request X

3.1.6 Video Conferencing Services

Contractor shall provide Video Conferencing Services that provide DS users with video conference capabilities. Services include the planning and assessment, implementation, training, and ongoing management necessary to implement Video Conferencing Service. An array of features will be supported with the delivered services. The following table identifies the roles and responsibilities associated with Video Conferencing Services.

Table 7. Video Conferencing Services Roles and Responsibilities

Video Conferencing Services Roles and Responsibilities Contract or

DS

1. Develop Video Conferencing Services strategies and requirements X

2. Design Video Conferencing Services to meet DS strategies and requirements

X

3. Approve Video Conferencing Services X

4. Provide support for the following:

Point-to-point calls

Multi-point calls

Presentation capabilities, such as PowerPoint and laptop presentations, electronic whiteboard integration, document camera, and VCR presentations

X

5. Integrate teleconferencing into video conference meetings upon request

X

6. Monitor and support calls in progress X

7. Maintain and manage video conference calendar and scheduling X

8. Manage and maintain video room calendar X

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Video Conferencing Services Roles and Responsibilities Contract or

DS

9. Manage video room clock coordination X

10. Provide monthly reports of the number of bridged calls X

11. Provide provisioning support for Video Conferencing services X

Specific skills required to support VTC (Video Tele-Conferencing) include the following:

VTC Design:

• Able to collaborate with the project manager and the client on the client’s VTC requirements for a certain location;

• Understand the client’s VTC requirements and collaborate with the third-party vendors to create a design, timeline and installation and configuration plans to meet those requirements;

• Able to collaborate with the IRM Video Program Office to include the VTC system to their existing central gatekeeper (i.e. forms, IP addressing, gatekeeper address, E232 address, NTP IP address, address list and testing);

• Understand and design using existing network infrastructure or design a new network system that will support the VTC throughput and security needs of the client;

• Understand and/or collaborate with an encryption subject matter expert on incorporating and installing these devices in the design of secure locations.

• Able to collaborate with the DS ISSO or designee to meet their requirements during VTC design, installation and configuration;

• Create a turnover document for the VTC system to be used by DS Operations;

• Perform a high-level training of the DS Operations network engineers and VTC administrators on the new VTC system;

• Coordinate with DS security, DS client and third-party vendors during the installation and configuration of the systems especially on secure locations

VTC Maintenance:

• Understand the configuration, design and operation of the VTC system based on knowledge transfer from DS/CTO/CPA/SIB prior or during the turnover process

• Able to administer and troubleshoot problems related to VTC systems, network related issues and encryption devices that have been transitioned from design to production

• Maintain third-party vendor communications and contracts to ensure maintenance and support of the system directly by the vendors who installed them

• Able to train the client or users of the VTC system on how to use the VTC system, set-up a point-to-point call, set-up multi-point calls, set-up and schedule bridging with the IRM VPO office, use of the tablets, hooking up laptops to use applications such as PowerPoint slides, turning on DVDs, adjusting audio, adjusting projection screens, adjusting lighting, etc.

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• Available when a client or user requires immediate assistance prior, during or after a VTC meeting occurs

• Coordinate with the DS ISSO or designee, DS client, Other State Department and third-party vendors during troubleshooting or modifications of the system

• Available to troubleshoot immediately when a VTC system is not functioning properly during a VTC call.

3.1.7 Special Support Services

Special Support Services are the activities associated with special installation/deployment, maintenance, support, break/fix, software and other technical training, upgrades, etc., for the following:

a. VIP support for designated DS Executives/VIPs. This can include support in the home or other remote locations.

Procedure for high level support will be made available. The VIP list is approx. 150 employees.

b. Walk-in support at DS supported locations, (e.g., remote users temporarily in DS offices).

- This support will include FOB and laptop usage with DS and/or IRM provided support for FOB and Blackberry

- DS assures application dependency and remote users coming onsite are supported.

c. Periodic events (e.g., annual and interim meetings, Board meetings, annual/monthly events, Olympics, United Nations General Assembly), as well as short notification ad hoc events.

3.2 Exclusions

The following items are specifically excluded from this SOO:

NONE

3.3 Service-Specific Milestones

Milestones specific to the deployment of Distributed Computing Services are listed in the following table:

MILESTONE DESCRIPTION MILESTONE DATE

General Roles and Responsibilities Proposal recommended completion timeline

Core Software Image Build and Deployment Roles and Responsibilities

Proposal recommended completion timeline

Application Software Image Build and Deployment Roles and Responsibilities

Proposal recommended completion timeline

Install, Moves, Adds, Changes (IMACs) Roles and Responsibilities

Proposal recommended completion timeline

On-Site Technical Support Roles and Responsibilities

Proposal recommended completion timeline

Video Conferencing Services Roles and Responsibilities

Proposal recommended completion timeline

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TBD

4.0 Service Management

4.1 Service Level Requirements (SLRs)

The following minimum Service levels are required at the end of the Transition Period.

Contractor must consistently meet or exceed the following SLRs. All times referenced are in Eastern Time.

Table 8. Distributed Computing Services Availability SLR

Definition Availability is defined as the accessibility and proper functioning of CPU, system memory, disks and peripherals up to the connection to the Network.

Distributed Computing Services Availability

Category Service Measure Performance Target SLR Performance %

LAN, File and Print Servers

Schedule 7x24x365 99.5%

Local Applications Servers

Schedule 7x24x365 99.9%

Formula Availability (%) = 100% – Unavailability (%)

Where Unavailability is defined as:

( Outage Duration × 100%) (Schedule Time –

Planned Outage)

Measure Interval Measure Weekly

Reporting Period Report Monthly

Measurement Method TBD

Table 9. Software Installation SLR

Software Installation

Request Service Measure Performance Target SLR Performance %

Distributed Computing Software (shrink-wrap)

Elapsed Time to Deploy Within 5 days of request 95.0%

Desktop/Laptop Operating System (including service packs and non-critical security patches)

Elapsed Time to Deploy As agreed per project plan 95.0%

Local and Corporate Applications Software

Elapsed Time to Deploy to Target Population

As agreed per project plan 95.0%

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Software Installation

Request Service Measure Performance Target SLR Performance %

Core Software Elapsed Time to Refresh

As agreed per project plan 95.0%

Service/Security Patches and Antivirus Updates

Elapsed Time to Update to Target Population for Each Deployment

≤1 calendar day

Measured from approval for deployment by DS to successful deployment for End-Users who connect to the Network during the specified time frame

99.9%

Formula Number of instances within Performance Target

Total number of instances during Measurement Interval = ―Percent (%) Attained‖

Measurement Interval Measure Monthly

Table 10. Install, Moves, Adds and Changes—Workstation and Peripherals

Definition Defined as an Installation, Move, Add or Change of any hardware or Software included within the scope of Distributed Computing Services.

Installs, Moves, Adds, Changes

Request Service Measure Performance Target SLR Performance %

1–10 in a single request

Elapsed Time to Deploy Within 3 calendar days of receipt of product

95.0%

More than 10 in a single request

Date and Time Scheduled

As agreed case-by-case 95.0%

Urgent request, single move

Elapsed Time to Deploy Per agreed schedule 95.0%

Formula Number of instances within Performance Target

Total number of instances during Measurement Interval = ―Percent (%) Attained‖

Measurement Interval Measure Monthly

Table 11. Deployment—New Server SLR

Deployment—New Server

Category Service Measure Performance Target SLR

New Server Elapsed Time to Deploy As agreed per project plan 95.0%

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Deployment—New Server

Category Service Measure Performance Target SLR

Formula Number of instances within Performance Target

Total number of instances during Measurement Interval = ―Percent (%) Attained‖

Measurement Interval Measure Monthly, Report Monthly

Note: Time to deploy new server is measured from the time the hardware and Software arrive at the installation site.

Table 12. Server Updates/Refresh Requirements SLR

Definition Maintaining technology and performance currency.

System Updates/Refresh Requirements

Type Service Measure Performance Target SLR

Servers Frequency of Refresh Entire server population greater than Four years old

95.0%

Formula Number of instances within Target Total number of instances during Measurement Period = ―Service Level Attained‖

Measure Interval Measure Weekly

4.2 Reports

Contractor shall provide written reports to DS regarding Contractor’s compliance with the SLRs in addition to the reports specified in this Section. Reports are required per the following table:

Table 13. Distributed Computing Services Reports

REPORT DESCRIPTION TIMING

Service Level Requirements (SLRs) Daily, Weekly, Monthly, Quarterly, Annually

TBD

5.0 Referenced Appendices

SOO APPENDIX DESCRIPTION

E.1 Distributed Computing Hardware

E.2 Distributed Computing Software

E.3 Distributed Computing Core Images

E.4 DS Service Locations

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SOO APPENDIX DESCRIPTION

E.5 Distributed Computing Services Policies, Procedures and Standards

E.6 Distributed Computing Services Agreements and Licenses

E.7 Distributed Computing-Related Work-in-Progress

E.8 Distributed Computing-Related Future Initiatives