Service_Level_Agreement_Template_04-2016.docx

C-005.1 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 PWS task(s) related to the service to be measured and the proposed SLA Number.

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

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

1. Identify where the service is to be delivered.

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

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

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

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

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

6. Identify where the service is measured.

6. Identify how the service is measured.

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

1. Provide a narrative description of the incentive/disincentive applicable to exceeding/not meeting the specified service level. REMINDER: The Government will not pay monetary incentives, but will use acceptable performance as the basis for extending the following option year.

Incentive Examples:

Positive

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

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

1. The CO and COR will document and submit a report into the Contractor Performance and Assessment Retrieval Systems that identifies the contractor’s performance as outstanding.

Negative

1. 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.

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

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

C-005.2 SERVICE LEVEL AGREEMENT EXAMPLES

Solicitation SAQMMA16R0028 Attachment 1