Attachment_9_-_Service_Levels_ISS.xlsx
XLSX spreadsheet 51 KB Posted
- Attached to
- Infrastructure Support Services (ISS) Federal contract opportunity
- Solicitation number
- SECHQ1-15-R-0015
- Issued by
- Securities and Exchange Commission
About this file
Attachment 9 - Service Levels
View the file
Other files for this federal contract opportunity
Show all 49
On GovTribe
Work with this file on GovTribe
- Download the original file
- Contacts named in this file
- Similar government files
- Ask GovTribe AI about this file
Text version
Priority Levels
| INCIDENT PRIORITY LEVELS | SERVICE REQUEST PRIORITY LEVELS | |||
| Priority Level | Definitions | Priority Level | SEC Employee Level | Activity |
| 1 - Critical | Significant problem affecting multiple users; a critical business function or entire application is inaccessible; multiple customers' work flow impacted | 1 - Critical | Service request for an activity with a legitimate urgent deadline |
Service request for something with an immediate impact to productivity such as:
1) Password reset
2) Account unlock or re-enable
| 2 - High | System operations are severly degraded; potential loss of critical business function is imminent; can impact one or multiple customers | 2 - High | VVIPs, VIPs | Significant impact on productivity |
| 3 - Standard | Operation Performance of one system that is moderately impaired or may be needed, while most other business operations continue to function | 3 - Standard | All Others | Most request by default will be priority 3 |
No deadline or impact on immediate productivity Equipment deployment or software installation with minimal impact on daily productivity General question How-to or procedural questions 4 - Low Problems typically affecr a single user or a routine service request, does not impact core workflow
Service Desk
| Category | Service Level | Service Measure | Performance Target | Minimum Performance | Measurement Interval | Reporting Period | Calculation Methdology |
| Service Desk Availability | Dedicated Global Service Desk Availability | Schedule/Language | Mon-Sun, 00:00-24:00 | 99.99% | Monthly | Monthly | Availability(%) = 100% - Unavailability (%) |
Where Unavailability is defined as:
[(Sum of Outage Duration) / (Scheduled Time)]% Scheduled Time = (Total possible time in Measurement Interval – Maintenance Window time) Speed to Answer Average Speed to Answer call made to Central Service Desk- measures the percentage of timely answered calls from callers who select the option to speak to a Service Desk analyst Average Phone response time ≤ 30 seconds ≤ 40 seconds Monthly Monthly Average time to answer Number of events per event type within performance target / total number of events per type during Measurement Interval = percent (%) attained
| Speed to Answer | Speed to Answer Messages - measures the percentage of messages electronically submitted to the Service Desk by Service Desk users (e.g., via Email, Self-service via web page, or voicemail) that are timely acknowledged, responded to and ticketed | Response time measure from the time created by the user (not when logged in the system), until attempt to make first non-automated contact (i.e, first personlaized email, or leaving a voicemail) | ≤ 60 minutes, 98% of the time | ≤ 60 minutes, 95% of the time | Monthly | Monthly | Number of events per event type within performance target / total number of events per type during Measurement Interval = percent (%) attained |
| Speed to Answer | Speed to Answer Chat Messages - measures the percentage of messages electronically submitted to the Service Desk by Service Desk users via chat that are timely acknowledged, responded to and ticketed | Chat response time | ≤ 60 seconds | < 120 seconds | Monthly | Monthly | Number of events per event type within performance target / total number of events per type during Measurement Interval = percent (%) attained |
***Within chat hours 7AM - 7PM
| Response Time | Call Abandonment Rate | Phone response time | ≤ 2% | < 3% | Monthly | Monthly | Number of events per event type within performance target / total number of events per type during Measurement Interval = percent (%) attained. Total number of events per type during the measurement interval will not include any calls that are abandoned within the first 30 seconds |
| Incident Resolution | First Contact Resolution for all failure incidents (escalation outside Service Desk does not qualify as being resolved) | First Contact Resolution percentage. Measures the effectiveness of service desk to resolve incidents on first contact regardless of if contact was made over phone, walk-in to Service Desk, walk-up to Mobile cart, chat, or other means. Resolution can be achieved via multiple contractors teams | 95% | 93% | Monthly | Monthly | Number of instances within performance target / total number of instances during Measurement Interval = percent (%) attained |
***Excludes those that cannot be resolved over the phone (e.g., HW swap)*** Vendor to propose categories of incidents that will not be resolvable at first contact. Governement will review and determine final list
| Incident Resolution | Follow-On Calls | ||||||||
| (due to problem repeated after initial fix failed or customer request to be reopened) | Follow-on Contact percentage | 1.5% | 2.5% | Monthly | Monthly | Number of repeat calls / total calls = service level attained | |||
| Incident Response | Contact End User to acknowledge receipt of Priority 1 Service Desk Trouble Ticket and schedule repair (Applies to incidents that are not initial warm contacts or resolved during first contact) | Elapsed time between incident creation and when a contractor representative contacts the user regarding a resolution for an unresolved incident | ≤ 30 minutes 98% of the time | ≤ 30 minutes 95% of the time | Monthly | Monthly | Number of events per event type within performance target / total number of events per type during Measurement Interval = percent (%) attained | ||
| Incident Response | Contact End User to acknowledge receipt of Priority 2 Service Desk Trouble Ticket and schedule repair (Applies to incidents that are not initial warm contacts or resolved during first contact) | Elapsed time between incident creation and when a contractor representative contacts the user regarding a resolution for an unresolved incident | ≤ 1 hour minutes 98% of the time | ≤ 1 hour 95% of the time | Monthly | Monthly | Number of events per event type within performance target / total number of events per type during Measurement Interval = percent (%) attained | ||
| Incident Response | Contact End User to acknowledge receipt of Priority 3-4 Service Desk Trouble Ticket and schedule repair (Applies to incidents that are not initial warm contacts or resolved during first contact) | Elapsed time between incident creation and when a contractor representative contacts the user regarding a resolution for an unresolved incident | ≤ 2 hours 98% of the time | ≤ 2 hours 95% of the time | Monthly | Monthly | Number of events per event type within performance target / total number of events per type during Measurement Interval = percent (%) attained | ||
| Incident Resolution | Time to Resolution for Priority 1 Incidents | Elapsed time between incident creation to when the incident is fully resolved, adjusted for any clock stoppage based on mutually agreed to reasons*** | ≤ 2 hours 98% of the time | ≤ 2 hours 95% of the time | Monthly | Monthly | Number of instances resolved within performance target / total number of instances resolved at Level 1 during Measurement Interval = percent (%) attained |
***Vendor to provide a valid list of reasons to stop the SLA clock (user requested delay, customer unreachable after multiple attempts, customer accepted work around etc.). Does not include customer cancelled incidents*** Incident Resolution Time to Resolution for Priority 2 Incidents Elapsed time between incident creation to when the incident is fully resolved, adjusted for any clock stoppage based on mutually agreed to reasons*** ≤ 6 hours 98% of the time ≤ 6 hours 95% of the time Monthly Monthly Number of instances resolved within performance target / total number of instances resolved at Level 1 during Measurement Interval = percent (%) attained
***Vendor to provide a valid list of reasons to stop the SLA clock (user requested delay, customer unreachable after multiple attempts, customer accepted work around etc.)*** Incident Resolution Time to Resolution for Priority 3 Incidents Elapsed time between incident creation to when the incident is fully resolved, adjusted for any clock stoppage based on mutually agreed to reasons*** ≤ 1 Business Day 98% of the time ≤ 1 business Day 95% of the time Monthly Monthly Number of instances resolved within performance target / total number of instances resolved at Level 1 during Measurement Interval = percent (%) attained
***Vendor to provide a valid list of reasons to stop the SLA clock (user requested delay, customer unreachable after multiple attempts, customer accepted work around etc.)*** Incident Resolution Time to Resolution for Priority 4 Incidents Elapsed time between incident creation to when the incident is fully resolved, adjusted for any clock stoppage based on mutually agreed to reasons*** ≤ 2 Business Days 98% of the time ≤ 2 Business Days 95% of the time Monthly Monthly Number of instances resolved within performance target / total number of instances resolved at Level 1 during Measurement Interval = percent (%) attained
***Vendor to provide a valid list of reasons to stop the SLA clock (user requested delay, customer unreachable after multiple attempts, customer accepted work around etc.)*** Scheduled IMACs 5 or less IMAC requests (users or machines) % complete Contractor meets requested time frame as agreed to with the SEC 98% of the time 95% Monthly Monthly Number of instances within performance target / total number of instances during Measurement Interval = percent (%) attained ****Vendor shall be provided with an approximate expected mix of IMAC timeframes required by the SEC****See IMAC mix below Scheduled IMACs 6-10 IMAC requests (users or machines) % complete Contractor meets requested time frame as agreed to with the SEC 90% of the time 75% Monthly Monthly Number of instances within performance target / total number of instances during Measurement Interval = percent (%) attained ****Vendor shall be provided with an approximate expected mix of IMAC timeframes required by the SEC****See IMAC mix below Scheduled IMACs 10 or greater IMACs % complete TBD on a case by case basis TBD on a case by case basis Monthly Monthly Number of instances within performance target / total number of instances during Measurement Interval = percent (%) attained ****Contractor and government will mutually establish a target performance that will determine the performance against this SLA***
| Service Requests Response Times | Response times for Priority 1 Service Requests | Elapsed Time | ≤ 30 minutes at least 95% of the time | ≤ 30 minutes at least 92.5% of the time | Monthly | Monthly | Number of events per event type within performance target / total number of events per type during Measurement Interval = percent (%) attained | |
| Service Requests Response Times | Response times for Priority 2 Service Requests | Elapsed Time | ≤ 1 hours at least 95% of the time | ≤ 1 hours at least 92.5% of the time | Monthly | Monthly | Number of events per event type within performance target / total number of events per type during Measurement Interval = percent (%) attained | |
| Service Requests Response Times | Response times for Priority 3 Service Requests | Elapsed Time | ≤ 2 hours at least 95% of the time | ≤ 2 hours at least 92.5% of the time | Monthly | Monthly | Number of events per event type within performance target / total number of events per type during Measurement Interval = percent (%) attained | |
| Service Requests Resolution Times | Resolution times for Priority 1 Service Requests | Elapsed Time | ≤ 4 hours at least 95% of the time | ≤ 4 hours at least 92.5% of the time | Monthly | Monthly | Number of events per event type within performance target / total number of events per type during Measurement Interval = percent (%) attained | |
| Service Requests Resolution Times | Resolution times for Priority 2 Service Requests | Elapsed Time | ≤ 1 business day at least 95% of the time | ≤ 1 business day at least 92.5% of the time | Monthly | Monthly | Number of events per event type within performance target / total number of events per type during Measurement Interval = percent (%) attained | |
| Service Requests Resolution Times | Resolution times for Priority 3 Service Requests | Elapsed Time | ≤ 2 business days at least 95% of the time | ≤ 2 business days at least 92.5% of the time | Monthly | Monthly | Number of events per event type within performance target / total number of events per type during Measurement Interval = percent (%) attained | |
| Service Responsiveness | New User Account Adds | Elapsed time | ≤ 1 business day of request | 99% | Monthly | Monthly | Number of instances successfully completed per Service Type within Performance Target/Total number of instances per Service Type occurring during the Measurement Interval | |
| End User Account Administration | End User Account change | |||||||
| Elapsed time | ≤ 1 business day of request | 99.0% | Monthly | Monthly | Number of instances within performance target / total number of instances during Measurement Interval = percent (%) attained | |||
| Service Responsiveness | User Account Termination | Elapsed time | Within 1 business day after final termination date/time or notification date whichever is later | 100% | Monthly | Monthly | Number of instances successfully completed per Service Type within Performance Target/Total number of instances per Service Type occurring during the Measurement Interval | |
| Incident Resolution | Level 1 Time to Resolution (escalation to Level 2 does not qualify as being resolved) |
Mohit Sehgal: Mohit Sehgal:
Delete
| Elapsed time | ≤ 4 hours of request | 95.0% | Monthly | Monthly | Number of instances resolved within performance target / total number of instances resolved at Level 1 during Measurement Interval = percent (%) attained | |||
| Incident Resolution | Level 2 Time to Resolution (escalation to Level 3 does not qualify as being resolved) | Elapsed time | ≤ 4 hours of request | 95.0% | Monthly | Monthly | Number of instances resolved within performance target / total number of instances resolved at Level 2 during Measurement Interval = percent (%) attained | |
| Incident Resolution | Incident Closure Notice (communicated with the user via e-mail and/or phone (no VM), or in-person) | Elapsed time. Non-Automated incident closure communication to the end user | Notification prior to Incident Completion in the tracking system | 98.0% | Monthly | Monthly | Number of instances within performance target / total number of instances during Measurement Interval = percent (%) attained | |
| Client Satisfaction | Customer Satisfaction | Satisfaction rate | End Users surveyed should be very satisfied or satisfied, based on a 10% survey response rate of all Service Desk Trouble Tickets closed in the Reporting Period | 90.0% | Measure Monthly based on closed Service Desk Trouble Tickets in same monthly period | Monthly | ||
| Sum of survey results from each participant/total number of participants responding to periodic sample | ||||||||
| Active Direcotory | Creation of accurate and timely Active Directory User Data | Reported problems with records. The following fields are to be accurately created in the Active Directory system for each employee or contractor entry: Department, Logon ID, Last Name, First Name, Phone, Room and Company name. | 0 Problems Reported | 0 Problems Reported | Monthly | |||
| Monthly | ||||||||
| Total number of problems reported to and logged by the contractor | ||||||||
| Active Direcotory | Maintaining Accuracy of Active Directory Data | Reported problmes with records. The Contractor will ensure that all data in the following fields is maintained and kept up-to-date (based on any moves or changes) in the Active Directory system for each employee or contractor entry: Department, Logon ID, Last Name, First Name, Phone, Room and Company name. | 0 Problems Reported | ≤ 1 Problems Reported | Monthly | |||
| Monthly | ||||||||
| Total number of problems reported to and logged by the contractor |
| Expected Scheduled IMAC mix | |||
| < 5 days | 1 or Less | <1 day notice | |
| 5 or less | <50% | <15% | <5% |
| 6 to 10 | 0% | ||
| 10+ |
Deskside
| Category | Service Level | Service Measure | Performance Target | Minimum Performance | Measurement Interval | Reporting Period | Calculation Methdology |
| Software Installation | Supported Enterprise-wide Software Packaging (for deployment) - Basic | Elapsed time to package | Within 5 Business Days after scheduling | 95% with no single instance exceeding 10 days | Monthly | Monthly | (Number of instances within performance target / total number of instances during Measurement Interval) x 100 = percent (%) attained |
| Software Installation | Supported Enterprise-wide Software Packaging/Deployment | Elapsed time to deploy | Within 3 Business Days of request | 95% with no single instance exceeding 14 days | Monthly | Monthly | Number of instances within performance target / total number of instances during Measurement Interval = percent (%) attained |
| Software Installation | Supported Enterprise-wide Software Packaging (for deployment) - Complex | Elapsed time to package | Within 10 Business Days of request | 95% with no single instance exceeding 14 days | Monthly | Monthly | (Number of instances within performance target / total number of instances during Measurement Interval) x 100 = percent (%) attained |
| Software Installation | Success rate of Enterprise-Wide Software Deployment for Basic and Complex | Rate of Success | 98% of active systems deployed within 7 days |
***Active systems are defined as systems communicating with TEM during the initial release period and having unlocked availability during the initial release period**** 100% for active systems deployed within 90, that have been active for at least 7 days in TEM
**Active system defined as communicating with TEM during the 90 day period and having unlocked availability during the 90 day period*** Monthly Monthly (Number of software deployments without incident / Total Number of Software Deployments) x 100
Response Time Contact End User to acknowledge receipt of Priority 1 Service Desk Trouble Ticket and schedule repair Elapsed time between incident creation and when a contractor representative contacts the user regarding a resolution for an unresolved incident ≤ 30 minutes 98% of the time ≤ 30 minutes 95% of the time Monthly Monthly (Number of instances within performance target / total number of instances during Measurement Interval) x 100 = percent (%) attained ***During normal business hours*** Response Time Contact End User to acknowledge receipt of Priority 2-4 Service Desk Trouble Ticket and schedule repair Elapsed time between incident creation and when a contractor representative contacts the user regarding a resolution for an unresolved incident ≤ 2 hours 98% of the time ≤ 2 hours 95% of the time Monthly Monthly (Number of instances within performance target / total number of instances during Measurement Interval) x 100 = percent (%) attained ***During normal business hours***
| Security and Vulnerability Patch Management | Security and Vulnerability Patch Management | Successful patching of active machines | |||
| ***Active systems are defined as systems communicating with TEM during the initial release period and having unlocked availability during the initial release period**** | Patches must be successfully installed on the same day for all patches rated as Extremely Critical, within three (3) calendar days for all patches rated as Critical, within thirty (30) calendars days for all others patches rated as, after customer approval notification is sent to the contractor | 98% | Monthly | Monthly | (Number of patches completed within performance target /total of all patches occurring during Measurement Interval) x 100 = Performance % attained |
*Extremely Critical, Critical, Important, and All Other to be defined by SEC** Need to adjust for machines that are not online for X period of time** Anti-virus Patch Management Anti-virus Patch Management Mohit Sehgal: Mohit Sehgal:
| Need to incorporate current SLA for patching, assess what is today. Irfan to provide | Successful patching of active machines | ||||
| ***Active systems are defined as systems communicating with McAfee during the initial release period and having unlocked availability during the initial release period**** | Patches must be successfully installed on the same day for all patches rated as Extremely Critical, within three (3) calendar days for all patches rated as Critical, within thirty (30) calendars days for all others patches rated as, after customer approval notification is sent to the contractor | 98% | Monthly | Monthly | (Number of patches completed within performance target /total of all patches occurring during Measurement Interval) x 100 = Performance % attained |
*Extremely Critical, Critical, Important, and All Other to be defined by SEC** Need to adjust for machines that are not online for X period of time**
| Imaging | Enterprise-wide quartely image update for the Desktop environment | Successful Imaging | 100% | 100% | Quarterly | Quarterly | Successfully created image, approved/scanned by security, to include all up-to-date patches by the close of the last business day of each quarter |
| O&M | Enterprise-wide Availability of end user infrastructure tools (McAfee, Pointsec, eCopy, BigFix, Swimmage/SCCM, Casper, etc.) ***Each tool measured individually*** | Availability | 99.9% | 98% | Monthly | Monthly | Availability(%) = 100% - Unavailability (%) |
Where Unavailability is defined as:
[(Sum of Unavailable Duration) / (Scheduled Time)]% Scheduled Time = (Total possible time in Measurement Interval – Maintenance Window time)
O&M Major updates to Enterprise-wide end user infrastructure tools and applications Updates The latest version of tools, only if new version is approved by the SEC, must be deployed within 10 months of release by the vendor 100% of the time The latest version of tools must be deployed within 10 months of release by the vendor 95% of the time Annually Annually (The number of tools upgraded to the latest version within the target time frame / Total number of upgrade releases) x 100 ***Version must be approved by the SEC*** O&M Minor updates to Enterprise-wide end user infrastructure tools and applications Updates The latest version of tools, only if new version is approved by the SEC, must be deployed within 6 months of release by the vendor 100% of the time The latest version of tools must be deployed within 6 months of release by the vendor 95% of the time Annually Annually (The number of tools upgraded to the latest version within the target time frame / Total number of upgrade releases) x 100 ***Version must be approved by the SEC***
| Adaptive technologies | Deployment of approved adaptive technology | Deployments | 100% completed within 5 business days once approval received from the Office of Disability and Accomodation if no equipment needs to be ordered. | ||
| 100% completed within 10 business days once approval received from the Office of Disability and Accomodation if equipment needs to be ordered. | 95% completed within 5 business days once approval received from the Office of Disability and Accomodation if no equipment needs to be ordered | ||||
| 95% completed within 10 business days once approval received from the Office of Disability and Accomodation if equipment needs to be ordered | Monthly | Monthly | (Number of deployments completed within the target time frame / Total number of approved requests) x 100 = Percent complete |
NOC-NMS-DC Operations
| Category | Service Level | Service Measure | Performance Target | Minimum Performance | Measurement Interval | Reporting Period | Calculation Methdology |
| NOC Availability | Network Operations Center Availability | Schedule | Mon-Sun, 00:00-24:00 | 99.999% | Monthly | Monthly | Availability(%) = 100% - Unavailability (%) |
Where Unavailability is defined as:
[(Sum of Outage Duration) / (Scheduled Time)]% Scheduled Time = (Total possible time in Measurement Interval – Maintenance Window time)
| Response Time | Notification of Incident or Problem to SEC or Third Party providers | Time to notify | ≤5 minutes from start of incident, or notification from third party vendor | 95.0% | Monthly | Monthly | Number of events per event type within performance target / total number of events per type during Measurement Interval = percent (%) attained |
| Monitoring | Monitoring of the health and performance of the SEC IT Infrastructre and Applications in the Data Center, using SEC tools | Schedule | Mon-Sun, 00:00-24:00 | 99.999% | Monthly | Monthly | Availability(%) = 100% - Unavailability (%) |
Where Unavailability is defined as:
[(Sum of Outage Duration) / (Scheduled Time)]% Scheduled Time = (Total possible time in Measurement Interval – Maintenance Window time) Monitoring Monitoring of Data Center Environmental (Power, HVAC, etc. TO BE DEFINED) in Data Centers, Regional Offices and at HQ Schedule Mon-Sun, 00:00-24:00 99.999% Monthly Monthly Availability(%) = 100% - Unavailability (%) Where Unavailability is defined as:
[(Sum of Outage Duration) / (Scheduled Time)]% Scheduled Time = (Total possible time in Measurement Interval – Maintenance Window time)
| IT Continuity and Disaster Recovery | Semi-Annual Site DR Testing for Sites that are defined in the SOW | Successful DR test | Successful performance of annual failover testing per requirements in all Data Center locations (HQ, Beltsville, MD, New Jersey, and all SEC regional offices) | 100% | Per Test | Per Test | Number of tests completed within performance target /total of all tests occurring during Measurement Interval | ||
| IT Continuity and Disaster Recovery | Annual File Server Testing for remote sites with tape backup that are not in Corporate DR plans | Successful DR test | Successful performance of annual failover testing per requirements | 100% | Per Test | Per Test | Number of tests completed within performance target /total of all tests occurring during Measurement Interval | ||
| IT Continuity and Disaster Recovery | Meet recovery objectives as defined in the BIA or DR documentation | ||||||||
| DC Operations Support | Priorty 1 tasks | Time to start task | < 1 hour | ||||||
| 100% of the time | < 1 hour | ||||||||
| 95% of the time | Monthly | Monthly | Total number of Tasks completed within the Performance Target / Total Number of Tasks | ||||||
| DC Operations Support | Priorty 2 tasks | Time to start task | < 4 hours | ||||||
| 100% of the time | < 4 hours | ||||||||
| 95% of the time | Monthly | Monthly | Total number of Tasks completed within the Performance Target / Total Number of Tasks | ||||||
| DC Operations Support | Priorty 3 tasks | Time to start task | < 24 hours | ||||||
| 100% of the time | < 24 hours | ||||||||
| 95% of the time | Monthly | Monthly | Total number of Tasks completed within the Performance Target / Total Number of Tasks | ||||||
| DC Operations Support | Priorty 4 tasks | Time to start task | < 48 hours | ||||||
| 100% of the time | < 48 hours | ||||||||
| 95% of the time | Monthly | Monthly | Total number of Tasks completed within the Performance Target / Total Number of Tasks | ||||||
| DC Operations Support | Priorty 5 tasks | Time to start task | < 72 hours | ||||||
| 100% of the time | < 72 hours | ||||||||
| 95% of the time | Monthly | Monthly | Total number of Tasks completed within the Performance Target / Total Number of Tasks |
Asset Management
| Category | Service Level | Service Measure | Performance Target | Minimum Performance | Measurement Interval | Reporting Period | Calculation Methodology |
| Hardware and/or Software Inventory Accuracy | Inventory Accuracy | Measures the accuracy of entries for equipment coming into and leaving the warehouse | 99.00% | 98.00% | Monthly | Monthly | (Number of inaccurate entries / number of total entries) x 100 = service level attained. |
| Hardware and/or Software Inventory Accuracy | End-to-end Inventory Disposal | Successful disposal of inventory from ticket inception to inventory update in the system | 100% within 30 days | 98% within 30 days | Monthly | Monthly | (Number of equipment disposals based on approved SF120s completed within the performance target / total of number of SF120s approved) x 100 = service level attained |
| Hardware and/or Software Inventory Accuracy | Wall-to-wall inventory checks of all Capitalized property | Measures inventory of Capitalized property (equipment >= $50k in value or bulk purchase >= $300k in value) | 98% | 95% | Annual | Annual | Physical count or electronic discovery count (via asset tag) / total asset inventory * 100 |
| Hardware and/or Software Inventory Accuracy | Wall-to-wall inventory checks of all Accountable property | Measures inventory of Accountable inventory (assets with a value >= $5,000 or any sensitive asset such as a laptop, smartphone, tablet, desktops, or any device carrying data) | 98% | 95% | Annual | Annual | Physical count or electronic discovery count (via asset tag) / total asset inventory * 101 |
| Timeliness of Updates | Timeliness of Updates in Asset Management System | Time to update equipment received, transferred, disposed in the system | One business day, 100% of the time | One business day, 95% of the time | Monthly | Monthly | (Number of transactions completed within performance target / Total Number of transactions/requests received in the system)*100 |
| Recording | Monthly Reporting of Asset Management Status (Issues, Resolutions, Consent to purchase (CTPs)) | Status report delivered during monthly meeting with SEC team | Completed by the 5th business day of the month | Completed by the 5th business day of the month | Monthly | Monthly | Performance target met |
| Finance | Financial Reconciliation with System of Record | Reconcile System of Record and Asset Management Systems | Completed by the 5th business day of the month | Completed by the 5th business day of the month | Monthly | Monthly | Performance target met |
Network Engineering
| Category | Service Level | Service Measure | Performance Target | Minimum Performance | Measurement Interval | Reporting Period | Calculation Methdology |
| Network Availability | WAN Service Availability | Availability of WAN Router (Aggregate Measure) | 99.99% | 99.98% | Monitor continuously, measure monthly | Monthly | Availability(%) = 100% - Unavailability (%) |
Where Unavailability is defined as:
[(Sum of Outage Duration) / (Scheduled Time)]% Scheduled Time = (Total possible time in Measurement Interval – Maintenance Window time) **Contractor will measure and report this service level as an aggregate measure for all routers on the WAN***
Network Availability LAN Service Availability Availability of each LAN Switch (individual measure) 99.97% 99.73% Monitor continuously, measure monthly Monthly Availability(%) = 100% - Unavailability (%) Where Unavailability is defined as:
[(Sum of Outage Duration) / (Scheduled Time)]% Scheduled Time = (Total possible time in Measurement Interval – Maintenance Window time) **Contractor will measure and report this service level for each indivdual switch on the network***
Network Availability Internet Access (Centralized Gateway and Local Access) Availability 24 x 7
Excluding Maintenance Window 99.99% Monitor continuously, measure monthly Monthly Availability(%) = 100% - Unavailability (%) Where Unavailability is defined as:
[(Sum of Outage Duration) / (Scheduled Time)]% Scheduled Time = (Total possible time in Measurement Interval – Maintenance Window time)
| Network Administration | Network Circuit Capacity Monitoring | Proactive continuous monitoring of each circuit and supporting network devices and proactive notification to advise SEC of need to adjust capacity per SEC requirements | Notify SEC if Business Day average utilization reaches 60% of circuit provisioned capacity (in and out of in scope components) | 98.0% | Monthly | Monthly | (Events completed within performance target / total events) x 100 |
| Network Administration | Network Peak Utilization Monitoring | Proactive continuous monitoring of each circuit and supporting network devices and proactive notification to advise SEC of need to remediate | Notify SEC if network utilization sustains at 90% or greater for 15 minutes (in and out of in scope components). Begins troubleshooting within 15 minutes and determine root cause within an hour | 98.0% | Monthly | Monthly | (Events completed within performance target / total events) x 100 |
| Network Administration | Implementation of Emergency Network Changes (e.g., IMACs, firewalls, routers, switches) | Elapsed time to successfully complete from SEC authorized request | Per mutually agreed incidence response plan | 99.0% | Monthly | Monthly | (Events completed within performance target / total events) x 100 |
| Network Administration | Implementation of Scheduled Network Changes (e.g., IMACs, firewalls, routers, switches) | Elapsed time to successfully complete from SEC authorized request | Per Agreed upon schedule | 98.0% | Monthly | Monthly | (Events completed within performance target / total events) x 100 |
| Voice Communications Service Availability | Overall Voice System Core Infrastructure (Call Center, CER, WebEx, phones) Availability | Availability per location | 100.00% | 99.99% | Monitor Continuously, Measure Weekly, Report Monthly | Monthly | Availability (%) = 100% - Unavailability (%) |
Where Unavailability is defined as:
((Σ Outage Duration ) ÷ (Schedule Time – Planned Outage)) x 100 Voice Communications Service Availability Voicemail System Connectivity Availability Availability per Region (from the regional offices or HQ) 100.00% 99.99% Monitor Continuously, Measure Weekly, Report Monthly Monthly Availability (%) = 100% - Unavailability (%) Where Unavailability is defined as:
((Σ Outage Duration ) ÷ (Schedule Time – Planned Outage)) x 100
| WiFi Availability | WiFi Availability (all Access Points and Controllers are operating) | Availability of all Access Points (Aggregate) | 99.97% | |
| 99.93% | Monitor and measure continuously | Monthly | Availability(%) = 100% - Unavailability (%) |
Where Unavailability is defined as:
[(Sum of Outage Duration) / (Scheduled Time)]% Scheduled Time = (Total possible time in Measurement Interval – Maintenance Window time) **Contractor will measure and report this service level as an aggregate for all Access Points on the network*** Mohit Sehgal: Mohit Sehgal:
Consider using ports in calc
Service Availability Streaming Services Availability per location 100.00% 99.99% Monitor Continuously, Measure Weekly, Report Monthly Monthly Availability (%) = 100% - Unavailability (%) Where Unavailability is defined as:
((Σ Outage Duration ) ÷ (Schedule Time – Planned Outage)) x 100 Service Availability Enterprise wide Load Balancer Availability per application 100.00% 99.99% Monitor Continuously, Measure Weekly, Report Monthly Monthly Availability (%) = 100% - Unavailability (%) Where Unavailability is defined as:
((Σ Outage Duration) ÷ (Schedule Time – Planned Outage)) x 100
Servers and Storage
| Category | Service Level | Service Measure | Performance Target | Minimum Performance | Measurement Interval | Reporting Period | Calculation Methdology |
| Service Availability | Application/Service Availability - Primary Mission Essential Function (PMEF) | SLA applicable to provider-managed boundaries. All Class PMEF application as defined by the DR plan and attachement on RFP | 99.990% | 99.500% | Monthly | Monthly | Total available hours / by total hours in measurement period (example: 24 hours x 21.16 days [average work days in a month] = "monthly available" to define if service level attained). |
** Exceptions: outages that do not affect service availability due to redundant capabilities are excluded. Note: Failure of equipment managed by the contractor will not be excluded from the requirements of this SLA
| Service Availability | Application/Service Availability - Mission Essential Function (MEF) | SLA applicable to provider-managed boundaries. All Class MEF application as defined by the DR plan and attachement on RFP | 99.950% | 99.100% | Monthly | Monthly | Total available hours / total hours in measurement period (example: 24 hours x 21.16 days [average work days in a month] = "monthly available" to define if service level attained). |
| Service Availability | Application/Service Availability - Essential Function (EF) | SLA applicable to provider-managed boundaries. All Class EF application as defined by the DR plan and attachement on RFP | 99.90% | 99.10% | Monthly | Monthly | Total available hours / total hours in measurement period (example: 24 hours x 21.16 days [average work days in a month] = "monthly available" to define if service level attained). |
| Server Provisioning | Provision Physical Servers including OS creation and certified operational | Time to provision | < 5 business days from receipt of HW at the target location | 98.0% | Monthly | Monthly | Number of requests/events accurately (no rework as a result of contractor error) completed within performance target /total of all requests/events occurring during Measurement Interval |
| Server Provisioning | Virtual Server Provisioning - Creation of virtual instance per Customer specification and Customer compliance requirements | Time to provision | < 3 business days from authorized request to implement | 98.0% | Monthly | Monthly | Number of requests/events accurately (no rework as a result of contractor error) completed within performance target /total of all requests/events occurring during Measurement Interval |
| Software Deployment/Changes | Successful implementation of approved Changes in production environment | Per approved time | Successful Deployments completed within approved timeframe | 95% | Monthly | Monthly | Number of requests completed within performance target /total of all requests occurring during Measurement Interval |
| Software Deployment/Changes | Mean time to respond to Emergency Changes in production environment. Expected 30 Minutes, Max 60 Minutes (Contact the requester) | Response Time | Successful contact with Requester within requested timeframe | 100% | Monthly | Monthly | Total time elapsed from notification to acknowledgment for all requests / total number of requests to respond |
| Storage | New Disk Storage Capacity Change Requests | Deployment time | End to end delivery of the storage requests within timeframe of request | 99.00% | Monthly | Monthly | Number of requests/events completed within performance target /total of all requests/events occurring during Measurement Interval |
| Storage | Capacity/Performance Trend Analysis and Reporting | Monthly measurement/ analysis and periodic notification on resource utilization and trends for critical system resources | On schedule delivery of monthly analysis reports |
and Interim reports on rapidly developing events and trends identification
| 100.0% | Monthly | Monthly | Number of requests/events completed within performance target /total of all requests/events occurring during Measurement Interval | |||||
| Backup | Completion of Backup (Daily, monthly, annually) per schedule, backup windows and retention policy | Successful backup | 100% Per Schedule | 99.7% | Monthly | Monthly | Number of backups completed on schedule/total of all backups scheduled during Measurement Interval | |
| Backup | Completion of Production Backup within backup windows | Successful backup | Per backup windows at local sites | 99.7% | Monthly | Monthly | Number of backups completed on schedule/total of all backups scheduled during Measurement Interval | |
| Security and Anti-virus Patch Management | Servers must be successfully patched in accordance with the performance target | Successful patching | Servers must be successfully patched within five calendar days of the Vendor making a patch available for all patches rated as Critical (Zero Day), within One (1) patch cycle for severity 5 and 4 vulnerabilities and within two patch cycles for Severity 3 and below vulnerabilities. Successful patching is determined by both the resolution of the vulnerability in subsequent system scans and includes sufficient testing and validation to ensure no post patching operational impact to production systems. | 100% | Monthly | Monthly | Number of patches completed within performance target /total of all patches occurring during Measurement Interval |
Number of systems degraded by production patching / Total Number of systems patched (MF) Network Availability VPN Availability (Site to Site and Remote Access) Availability 24 x 7
Excluding Maintenance Window 99.5% Monitor continuously, measure monthly Monthly Availability(%) = 100% - Unavailability (%) Where Unavailability is defined as:
[(Sum of Outage Duration) / (Scheduled Time)]% Scheduled Time = (Total possible time in Measurement Interval – Maintenance Window time)
| Database Administration | Database Creation | Within approved time | Create within 2 Business Days of agreed upon database specifications | 98.0% | Monthly | Monthly | Total number of events completed within performance target/total number of events scheduled, due or required | ||
| eDiscovery | Response time to fulfill eDiscovery requests by Congress | Time to completion | < 3 working days | ||||||
| 100% of the time | < 3 working days | ||||||||
| 95% of the time | Monthly | Monthly | Total number of eDiscovery request completed within 3 business days / Number of eDiscovery requests from Congress | ||||||
| eDiscovery | Response time to fulfill eDiscovery requests by FOIA | Time to completion | < 5 working days | ||||||
| 100% of the time | < 5 working days | ||||||||
| 95% of the time | Monthly | Monthly | Total number of eDiscovery request completed within 5 business days / Number of eDiscovery requests from FOIA | ||||||
| Service Availability | The percentage of time the Government infrastructure services, including DNS, DHCP and Domain Controllers are fully functioning and available to Users. | Time to completion | ≥ 99.99% | 99.50% | Monthly | Monthly | Uptime / (TTRP – SD) * 100 |
Uptime, Scheduled Downtime (SD), and Total Time in Reporting Period (TTRP)
**Standard Exceptions, Outages that do not affect service availability due to redundant capabilities are excluded. Note: Failure of equipment managed by the contractor will not be excluded from the requirements of this SLA.
DC Operations Avaialbility SP, Beltsville, NJ Data Center is avaialble with the correct cooling, power, etc Mohit Sehgal: Mohit Sehgal:
Team to provide the SLAs from Beltsville agreement
| Availability | 24x7, 365 days a year | |
| DC Operations Avaialbility | Need Smarthands SLAs for ops work |
Mohit Sehgal: Mohit Sehgal:
Phoung to provide
Resources
| Category | Service Level | Service Measure | Performance Target | Minimum Performance | Measurement Interval | Reporting Period | Calculation Methdology |
| Resource Management | Skills review | Review | 100.00% | 100.00% | Monthly | Monthly | Contractor candidate resumes reviewed by the SEC / Number of open positions filled by the contractor |
| Resource Management | Time to fill open positions | Time to fill | <15 days | <30 days | Monthly | Monthly | Number of days to begin suitability on an identified contractor resource from the time a position becomes open |
General
| Category | Service Level | Service Measure | Performance Target | Minimum Performance | Measurement Interval | Reporting Period | Calculation Methdology |
| Customer Satisfaction | End User Customer Satisfaction | Survey | > 85% | 80% | Monthly | Monthly | Both parties will collectively define a survey that measures End User Satisfaction. Survey will measure various services on a scale of 1-5. Contractor will compile the results of the survey and report the average score across all services and surveys. The SEC currently has a satisfaction survey that is intends to continue the use of |
| Customer Satisfaction | IT Satisfaction | Survey completed by the IT Groups (as designated by the SEC) | > 85% | 80% | Quarterly | Quarterly | Both parties will collectively define a survey that measures OIT Satisfaction. Survey will measure various services on a scale of 1-5. Contractor will compile the results of the survey and report the average score across all services and surveys. The SEC currently has a satisfaction survey that is intends to continue the use of |
File details come from the government source that posted it. Updated .