E_-_Sample_Service_Level_Agreements.docx

VTC IDIQ Attachment E

Service Level Agreement Template

2. Service Name:

3. Service Description:

4. Applicable Service Delivery Points:

5. Levels of Service:

6. Performance Category:

7. Performance Measure Description:

8. Performance Standard/Level of Service

9. Incentive/Disincentive:

Instructions for completing each numbered block:

1. Identify the specific SOW task(s) related to the service to be measured and the proposed SLA Number.

2. Provide a brief name for the service to be measured.

3. Briefly and concisely describe the service to be performed.

4. Identify where the service is to be delivered.

5. Identify how many levels of service apply and what they are (if applicable).

6. Identify the category of performance (e.g., design services, installation services, acceptance testing and training services, quality services, security services, maintenance services).

7. Describe what will be measured and the scope of measurement (e.g., measured from where to where and what the measurement includes).

a. Identify the organizational element responsible for measuring the service.

b. Identify how often the service is measured, summarized, and reported.

c. Identify where the service is measured.

d. Identify how the service is measured.

8. Identify the performance standard (level of performance) being proposed.

9. Provide a narrative description (and sample calculations) of the incentive/disincentive applicable to exceeding/not meeting the specified service level.

Incentive Examples:

Positive

1. When performance has exceeded the standard for x consecutive months, reduce government oversight or contractor reporting as appropriate.

2. Document Past Performance report card, paying particular attention to performance that exceeded the standard.

Negative

1. When performance is below standard for a given time period, x% of that period’s payment will be withheld.

2. When performance is below standard for a given time period, require the contractor to re-perform the service at no additional cost to the government.

3. When performance is below standard for x consecutive months, increase surveillance or contractor reporting.

4. Document past-performance report card, paying particular attention to performance that failed to meet the standard.

Example Service Level Agreements

*The Government does not intend to pay incentive/disincentive amounts associated with acceptable service.