ATO IT SERVICE LEVEL AGREEMENT by MNNn61

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									                        ATO IT SERVICE LEVEL AGREEMENT (SLA) TEMPLATE                                                 EXHIBIT 2
                                               AND
                                              SLA PLAN GUIDANCE

                                                             MISSION:
The mission of ATO Information Technology (IT) Services is to provide secure and reliable IT services, management, and technical
support that facilitates IT problem resolution to the highest satisfaction of our customers.

Introduction. This SLA is fundamental to the provision of services rendered under the Performance Work Statement (PWS) issued
under RFP DTFAWA-08-R-00013. It essential documents and defines the parameters of service support between the Service
Provider and the FAA (ATO) for It services.

Purpose. The SLA shall either be a jointly negotiated instrument. If found acceptable, both parties shall bilaterally accept and sign at
time of contract award, thereby making this document binding, and it shall be automatically incorporated by reference to the PWS, and
is mandatory in its use, terms, metrics, and performance outcomes. It is designed to create a binding agreement regarding performance
of all PWS services, priorities, and service provider responsibilities. Use of this SLA is designed to create a mutual expectations-
management mechanism with regard to service levels under the PWS and the contract. The SLA may be revised jointly by the CO and
the contractor in order to keep pace with changes in contract requirements.

Background. As part of the RFP effort, the purpose of any SLA (and this one) is to discuss and understand the ground rules for
performance, working together, in a true client-customer relationship regarding transition, phase-in and actual performance.
This SLA is to aid in communication, prevent conflicts between the FAA and the service provider, serve as a living document, and
mostly importantly be an objective basis for gauging performance and service level effectiveness. It contains information on:
Stakeholders, Mandatory Outcomes, Minimum Requirements for each Outcome, Minimum Service Standards, Key Performance
Indicators (KPI) with associated purpose and measurement per KPI and the Performance Measurement Scorecard.

                                                    SERVICE LEVEL PERIOD:
                                                   10/01/08 through until rescinded.
SLA Manager: Mr. Gerald Carter, ATO IT COTR
SLA Manager for the Service Provider (SP): TBD at time of contract award.
These individuals with service as primary points of contact for all service problems or concerns with the SLA itself, to maintain an
ongoing dialogue and relationship with the SP, evaluate KPI and Outcomes monthly, and meet quarterly to discuss and resolve
performance issues.

GENERAL INFORMATION:
BUSINESS HOURS: TBD based on locality.

MANDATORY SERVICE OUTCOMES (GOALS):
1. Respond to all service requests within the time specified in the Priority Level Chart 90% of the time, providing responses in a
timely, professional and courteous manner without duplication of effort, waste and in accordance with FAA ATO guidelines and
directives.

2. Resolve the service requests within the time specified in the Priority Level Chart 80% of the time, in a professional, courteous
manner in accordance with all FAA ATO guidelines and directives.

3. Maintain Customer satisfaction levels at or above 92% in a courteous, professional manner.

LOCATIONS: ATO-A IT service locations per the PWS and list of Infrastructure Facility list. Not all services are offered in all
locations.
METHOD FOR REQUESTING SERVICES (shall be):
NATIONWIDE:
Web:
Phone:
Toll Free:
Email:
                              ATO IT SERVICE LEVEL AGREEMENT (SLA) TEMPLATE                                                                         EXHIBIT 2
                                                     AND
                                                          SLA PLAN GUIDANCE

DESKTOP SUPPORT STANDARDS AND PRACTICES:
CUSTOMER RESPONSIBILITIES:                                            COMPLIANCE REPORTING METHODS:
   Provide name, location and phone number.                             Performance metrics will be reported quarterly against SLA and posted on ATO IT Services
   Provide a detailed description of the problem/request.                website for SP cognizance.
   Provide initial assessment of the severity of the problem or         Customer satisfaction follow-up surveys will be conducted on all ATO IT Service requests,
    issue.                                                                as applicable, and metrics reported..
   Indicate if alternative resources are available.                     Semi-Annual quality review conducted with customers to review SLA complia nce.
   Comply with FAA security policies.
   Full Disclosure of non-standard desktop configurations.


PRIORITY LEVEL CHART:                                    * MANDATORY                      ** MANDATORY

Priority Code                     Customer Impact                     Response Time*                     Resolution Time**

                                   Office/Unit impacted
1- Critical                         (Complete work stoppage)          15 min.                            4 Business Hours
                                   Critical Service Request
                                   Individual impacted
2- Important                        (Inability to perform job)        1 Hour                             8 Business Hours
                                   Important Service Request
                                   Low/No Impact (Able to
3- Non-Critical                     perform job)                      1 Hour                             16 Business Hours
                                   Non-Critical Service
                                    Request
                                   New Service,
4- Special Request                  Schedule/Planned work.            1 Hour                             As Scheduled

*Response time is defined as when a technician on the ATO Helpdesk acknowledges the customer. Response time is calculated from the time the ticket is opened.
**Resolution time is defined as the total amount of time the ticket is open. Resolution time is calculated from the time the ticket is opened to until the technician
resolves the problem and closes the call.

Exceptions:
- Levels of service may be affected by unplanned power outages, service provider outages, telecom outages, or system outages beyond the control of the IT Services
Helpdesk.
- In geographically dispersed areas resolution times may vary.
- These priority levels are based on the standard FAA/ATO desktop configuration.

OPERATIONAL GUARANTEES:
The service provider (prime contractor) will work to improve all operational measurements and implement effective cost reduction
methods and practices from contract start for PWS Tasks 5.1 through 5.16, or as modified by the CO. If the contractor is unable to
meet the SLA APL due to lack of quality in SP deliverables and/or the inability to eliminate the defects that are causing APL to be
missed, the SP shall automatically reduce their prospective award fee in accordance with their “award fee reduction schedule.”

AWARD FEE: SP will receive the calculated amount of Award Fee quarterly dependent on the outcome of their quarterly
performance assessment by the Government’s fee determining official and award fee board. Consideration will also be provided as
warranted towards earning future Award Term credit consideration based overall annual performance in accordance with the Award
Term Plan and as evidenced by monthly APL of all work to be performed. The SP will be eligible to receive the Award Fee based on
the level of service provided during the quarterly. It is likely that the contract will be awarded an extended term option at the discretion
of the Government under the award term plan if performance warrants the award term option.

DEVELOPMENT PROCESS GUARANTEES
After developing the baseline measurements for this contract relative to the development process, the SP shall improve performance
against the measures over time and reduce costs. The SP shall work cooperatively with the FAA to define SLA APLs and KPIs
associated with the development process being considered under this contract.
                   ATO IT SERVICE LEVEL AGREEMENT (SLA) TEMPLATE                               EXHIBIT 2
                                          AND
                                     SLA PLAN GUIDANCE
SERVICE LEVEL AGREEMENT (SLA) PLAN---GUIDANCE FOR CONTRACTORS

Overall Performance
FAA wants contractors to propose an SLA that not only meets but exceeds its own (FAA ATO)
performance expectations as outlined above. The four priority levels with their associated Response time
and Resolution time shall be considered the VERY MINIMUM permitted by the FAA. Therefore, contractors
shall propose their own Service Level Agreements for which they will be individually evaluated during
Source Selection process for overall merit and usefulness to the FAA ATO IT support operation. This SLA
shall then become a jointly agreed by product of the RFP and resulting contract. Contractors should
consider the below factors and criteria listed below, along with cost performance and using the ATO IT SLA
template shall develop an SLA proposal the provides the FAA with the very best value possible and ease of
data capture and measurement to enable a joint assessment of outcomes. The factors that follow shall be
considered in design of the SP SLA and technical proposal for the functional work areas described in the
Performance Work Statement.


Performance Measures
ATO performance measures related to all contract requirements listed in the PWS, as well as cost
reduction performance, and require there be subjective and objective measures related to outcomes, and
that the selected contractor provide the FAA with excellent performance, and cost reduction via constant
metric and outcome assessment reporting in relation to FAA Acceptable Performance Levels (APL), Key
Performance Indicators and Performance Standards. Contractors shall propose appropriate performance
measures in their SLA to be evaluated, and which if accepted by the Government, shall be subject to
throughout the life of the contract. To motivate contractors towards excellence in overall user satisfaction,
and exceed FAA customer requirements an Award Term Provision along with use of Award Fee is provided
in this contract along with the ability to earn full award fee for excellent in performance.
In addition to the many requirements listed in the PWS, certain other considerations shall be used in
developing proposed SLAs, they include:

1. Staffing Stability
In additional to the basic PWS requirements and cost performance, the FAA ATO seeks staffing stability,
and as such requires a core team of professionals to provide continuous support for its mission. ATO’s goal
is the contractor has a low turnover rate for all contractor team members and their personnel. FAA
expects core team members that exhibit low productivity or lack of sufficient expertise to be replaced
immediately which is the contractor’s responsibility. Security clearances for new contractor personnel may
require up to six (6) months to complete, therefore, contractor employees cannot support ATO without a
security clearance. Conduct of Contractor employees is to be of the highest ethical, professional and
personal traits and standards. Less than professional, rude or unethical behavior shall not be tolerated by
the Government or by the contractor. It is the responsibility to take immediate action to investigate,
reprimand and if advised by the COTR, to remove the employee from FAA premises. Contractors shall
implement criteria for evaluation of staff performance, attitude and turnover in their proposed SLAs.
Performance Targets – Acceptable <5% turnover per yr; Superior - <1% turnover per yr Unacceptable
<10% turnover per year.

2. Configuration Control
ATO has a goal of zero unauthorized changes to the infrastructure. Changes shall be detected by the NSC
and network monitoring tools. Changes made by ATO contractor staffs that do not have a corresponding
change request (CR) shall be deemed as unauthorized for this metric.
Performance Target s– Acceptable 0 alerts issued; Superior - >5 alerts of unauthorized changes raised
by contractor staff per award fee period
                   ATO IT SERVICE LEVEL AGREEMENT (SLA) TEMPLATE                                EXHIBIT 2
                                          AND
                                     SLA PLAN GUIDANCE



SLA Target Compliance
ATO requires complete, accurate, effective, and secure service support and quality deliverables on time
and within budget. The NSC shall be the source of all data for this measure. Contractors shall implement
criteria for the following targets in their proposed SLAs.


Performance Target, Response Time – Acceptable >90%; Superior - >95% response
Performance Target, Resolution Time –Acceptable >80%; Superior - >95% resolved (resolution)
Performance Target, MTTR – Acceptable <2.5 hours; Superior - <1 hour to repair


NOTE: Contractors shall ensure they proposed an SLA meeting or exceeding these requirements.


3. First Fix Rate
ATO expects incident resolution to be definitive or final. Incidents that are reopened are detrimental to
user productivity and reflect poorly on the service quality provided by IT Ops.


Performance Target – Acceptable 65% first fix rate (35% of incidents have tickets adjudged as
“reopened” during the performance period (which shall also be the award fee period); Superior -
Acceptable 80% first fix rate (20% of incidents have tickets adjudged as “reopened”)


NOTE: Contractors shall ensure they proposed an SLA meeting or exceeding these requirements.



4. Customer (User) Satisfaction
ATO has a goal of high user/customer satisfaction within the constraints of time, cost, and
reasonableness. Surveys shall be distributed by the NSC at completion of all service requests. Customer
satisfaction of 3-5 (measured on a scale of 1-5) shall be deemed “satisfied” for this measure.
Performance Target, User Satisfaction – Acceptable >92% satisfied; Superior ->95% satisfied of the
total statistical population of service requests executed during the performance period.


NOTE: Contractors shall ensure they proposed an SLA meeting or exceeding these requirements.


5. Timely Submission of Contract Deliverables
ATO uses various contract deliverables in its decision making process. The ATO will keep logs of all
deliverables, their due dates and the receipt date of submission. The initial schedule of deliverables will be
jointly developed and approved within 60 days of contract start of by both COTR and contractor
management. The Government will have final decision authority as to submission date requirements. The
logs shall be available for contractor inspection, review and comment during normal business hours.


Performance Target, Timeliness – Acceptable >95%; Superior - 100% per period
NOTE: Contractors shall ensure they proposed an SLA meeting or exceeding these requirements.
                   ATO IT SERVICE LEVEL AGREEMENT (SLA) TEMPLATE                               EXHIBIT 2
                                          AND
                                     SLA PLAN GUIDANCE

6. Overall Service Excellence-Performance
The ATO IT Operations consolidation is predicated on reducing its current and future operational expense,
and improve overall service performance to its customers. The overarching desire is for excellence in all
quality factors related to performance. The ATO intends to incentivize the contractor by use of a Contract
Award Term options in years 6 through 10. Additionally standard performance measurement against APLs
by the Government (COTR, QAE workforce and end users) will occur throughout the entire contract
performance period for this FFP contract using SLA proposed by a contractor that exceeds the FAA’s
minimums. Should a contractor propose, and through evaluation have their SLA used (accepted) they will
be subject to those standards.
Performance Target-
Excellence & Efficiency:
Satisfactory– All of the above categories is rated satisfactory at the minimum level considered acceptable
by the Government, and contractor meet performance and delivery requirements;
Above Satisfactory– The majority of performance categories are rated higher than satisfactory, and
contractor exceeded standard performance and delivery requirements more than 90% of the time;
Excellent- All performance categories are rated at the extreme high end of performance with the more
than 95% of all performance categories receiving agency and user assessment ratings of above 95% or
better with all service deliveries on time and per performance schedule. All deliverables are never late.


NOTE: Contractors shall ensure they proposed an SLA meeting or exceeding these requirements.


7. Performance Quality Control
The Contractor shall be responsible for the quality control of all services provided to the Government
under this contract as indicated in the PWS, and the jointly agreed to Service Level Agreement (SLA). The
contractor shall develop their own internal Quality Control Plan (QCP) which as prescribed in Section L,
Instructions to Offerors, will be used and maintained throughout the course of the contract to monitor
contractor internal work processes, and the QCP developed shall directly relate to each performance
metric proposed and accepted SLA under this contract. The QCP in its original format and as updated,
shall be provided to the FAA ATO COTR for information purposes and review.
Further, the QC Plan shall describe the contractor’s inspection system as it relates directly to the SLA for
the all performance requirements listed in the PWS. The QCP shall specify how, when, and who shall
inspect each service requirements and shall describe methods used to record and inspection services,
reporting mechanisms, and disposition of inspection records. The contractor shall collaboratively work
with the COTR on all quality matters. The QC plan shall demonstrate that the contractor fully
understands, shall be proactive and not reactive approach to quality service, user requirements,
performance requirements, and their own SLA to be used on this contract. Quality Control audits shall be
planned throughout the lifecycle of IT projects by the contractor, and quality assurance audits shall be
performed by the Government. Audits can also be ad hoc at the discretion of FAA management or the
COTR. Quality assurance personnel under the direction of the CO and the COTR shall develop and produce
quality assurance audit reports that make recommendations for process improvements where it is
determined there is a process weakness.


      The Contractor shall submit reports on contractor-performed service desk tasks on a monthly basis
       as part of the status report (reference the CDRL). These reports should include, but are not limited
       to, quantity of help calls, calls opened for excessive time periods, status of current call queues and
       any other data pertinent to the delivery of quality service. The content and format of these reports
       shall be discussed at regular status meetings and changed as required by the FAA.
                   ATO IT SERVICE LEVEL AGREEMENT (SLA) TEMPLATE                            EXHIBIT 2
                                          AND
                                    SLA PLAN GUIDANCE
      The IT Operations Group shall verify process adherence and service results. The FAA shall use a
       surveillance plan to monitor the quality of the services provided by the Contractor. The primary
       sources of data shall be the contractor’s quality assurance reports, NSC data and customer
       surveys.


CONTRACTORS: Please develop and propose a Service Level Agreement (SLA) with a “price
reduction schedule” for each PWS requirement using the SLA template, Exhibit 1 and the APL targets
above, ensure the following information is reflected in your SLA proposed agreement:

             Reflects all stakeholders
             Indicates Mandatory Performance Objectives
             Provides Key Performance Indicators (KPI) for each contract requirement with
              associated purpose and measurements for each KPI as they related to the Performance
              Measurement Scorecard.
             Reflects Mandatory Minimum Performance Outcomes
             Reflects Minimum Acceptable Service Standards

								
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