Service Level Agreement TABLE_2022.pdf
PDF 82 KB Posted
- Attached to
- Noncitizen Communication Services Federal contract opportunity
- Solicitation number
- 70CDCR23R00000005
- Issued by
- Immigration and Customs Enforcement
About this file
This document contains a service level agreement (SLA) table and details of a related federal contract opportunity. The SLA table outlines key performance measures and goals for priority levels 1 through 4 for noncitizen communication services. Priority 1 issues must be resolved within 12 business hours for 20% of cases and 5 business days for 50% of cases. Priority 2 issues must be resolved within 24 business hours for 20% of cases and 7 business days for 50% of cases. Priority 3 issues must be resolved within 72 business hours for 20% of cases and 10 business days for 50% of cases. Priority 4 items will have time frames determined upon contractor reporting and ICE review and acceptance. Refund and rebate reports are due monthly with 100% accuracy on totals.
The related federal contract opportunity is a competitive small business set-aside RFP from the Department of Homeland Security's Immigration and Customs Enforcement for noncitizen communication services. The NAICS code is 517121 for telecommunication resellers, and the small business size standard is 1,500 employees. ICE intends to award a single fixed firm unit price contract using FAR Part 12 and 15 procedures. The contractor must maintain an approved accounting system to support the contract type.
View the file
Other files for this federal contract opportunity
| File | Type | Posted |
|---|---|---|
| Solicitation Number_70CDCR23R00000005_FINAL 01-30-2023.pdf | ||
| Attachment A - Rate Sheet.xlsx | XLSX spreadsheet | |
| Attachment B - Authorized List of Facilities.xlsx | XLSX spreadsheet | |
| Solicitation Number_70CDCR23R00000005_FINAL 01-30-2023.pdf |
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Text version
SLA TABLE
Key Performance Measurements SLA /Goal ICE requires Standard Service Priority Levels Priority 1: 50% or more of the service at a single facility or housing unit is out of service, any call processor or node failure, any falure in call restriction functions, or any other condition that renders the system incapable of performing all its normal functions:
Service issues at all Primary locataion and summarized as follows:
i. Resolved less than 12 business hours (20% or better)
ii. Resolved less than 5 business days (50% or better)
iii. Status of reparis greater than 5 business days, to include a confirmed repair date for resolution Probono ticet monitoring, for all ticketing on a monthly basis to include at a minimum:
iv. Resolved less than 40 business hours (20% or better)
v. Resolved less than 7 business days (50% or better)
vi. Status of tickets greater than 7 business days pending, to include a confirmed repair date for resolution Priority 2: 25%-50% of the service at a single site of housing unity is out of service or any device that has an impact on that sites' ability to conduct normal business.
Service issues at all Primary locataion and summarized as follows:
vii. Resolved less than 24 business hours (20% or better)
viii. Resolved less than 7 business days (50% or better)
ix. Status of reparis greater than 7 business days, to include a confirmed repair date for resolution Probono ticet monitoring, for all ticketing on a monthly basis to include at a minimum:
x. Resolved less than 40 business hours (20% or better)
xi. Resolved less than 7 business days (50% or better)
xii. Status of tickets greater than 7 business days pending, to include a confirmed repair date for resolution Priority 3: 0%-25% of the service at a single site or housing unit is out of service, local exchange or area code issues, or PIN administrative issues that have a limited impact on the ability to conduct normal business.
Service issues at all Primary locataion and summarized as follows:
xiii. Resolved less than 72 business hours (20% or better)
xiv. Resolved less than 10 business days (50% or better)
xv. Status of reparis greater than 10 business days, to include a confirmed repair date for resolution Probono ticet monitoring, for all ticketing on a monthly basis to include at a minimum:
xvi. Resolved less than 72 business hours (20% or better)
xvii. Resolved less than 10 business days (50% or better)
xviii. Status of tickets greater than 10 business days pending, to include a confirmed repair date for resolution Priority 4: Items that are on a software fix list, administrative issues not directly related to noncitizens, non-service affecting conditions, or issue that are non-business critical.
Contractor will provide a written summary and include a time frame.
ICE will review and respond with acceptance or adjustments.
Contractor will agree to report status updates as requested by ICE.
Refunds and Rebates reports submitted on a monthly basis to include at a minimun:
a: Total number of refunds and total monetary amounty of refunds (100% accuracy)
b. Method of refudn
c. Any refund requested by ICE on an individual noncitizen or by facility
SLA Chart
File details come from the government source that posted it. Updated .