procedures are timely and accurate. The following list is representative of performance standards for the maintenance of the existing Information Systems detailed in section 2 of this PWS. System downtime or outage refers to when the system (or website) is unavailable or to perform primary functionality (to include system reliability, availability and recovery). Actual performance standards will be established at the task order level. Performance Performance Surveillance Frequency Acceptable Element Requirement Method Quality System Downtime Corrective actions Assessment by the Daily and 99.9% Target completed as required by System with uptime the Task Order monthly status report System Recovery Corrective actions Assessment by the Weekly Less than Time Objective completed as required by System Owner and with 24 hours the Task Order monthly each status instance report Support and Corrective actions Assessment by the Weekly 100% (24 Maintenance completed as required by System Owner per Availability the Task Order day/7 days per week) Severity 1 Initial Corrective actions Assessment by the Daily and 60 minutes Response Time completed as required by System with or less each the Task Order monthly instance report Severity 2Initial Corrective actions Assessment by the Monthly 6 hours or Response Time completed as required by System Owner less each the Task Order instance Severity 3 Initial Corrective actions Assessment by the Monthly 12 hours or Response Time completed as required by System less each the Task Order instance Severity 4 Initial Corrective actions Assessment by the Monthly 48 hours or Response Time completed as required by System Owner less each the Task Order instance Alternate Site/Disaster Corrective actions Assessment by the Daily 24 hours or Recovery completed as required by System Owner assessment less each the Task Order and with instance monthly report Severity 1 (Critical)
procedures are timely and accurate. The following list is representative of performance standards for the maintenance of the existing Information Systems detailed in section 2 of this PWS. System downtime or outage refers to when the system (or website) is unavailable or to perform primary functionality (to include system reliability, availability and recovery). Actual performance standards will be established at the task order level. Performance Element Performance Requirement Surveillance Method Frequency Acceptable Quality System Downtime Target Corrective actions completed as required by the Task Order Assessment by the System Daily and with monthly status report 99.9% uptime System Recovery Time Objective Corrective actions completed as required by the Task Order Assessment by the System Owner Weekly and with monthly status report Less than 24 hours each instance Support and Maintenance Availability Corrective actions completed as required by the Task Order Assessment by the System Owner Weekly 100% (24 per day/7 days per week) Severity 1 Initial Response Time Corrective actions completed as required by the Task Order Assessment by the System Daily and with monthly report 60 minutes or less each instance Severity 2Initial Response Time Corrective actions completed as required by the Task Order Assessment by the System Owner Monthly 6 hours or less each instance Severity 3 Initial Response Time Corrective actions completed as required by the Task Order Assessment by the System Monthly 12 hours or less each instance Severity 4 Initial Response Time Corrective actions completed as required by the Task Order Assessment by the System Owner Monthly 48 hours or less each instance Alternate Site/Disaster Recovery Corrective actions completed as required by the Task Order Assessment by the System Owner Daily assessment and with monthly report 24 hours or less each instance Severity 1 (Critical)
N0018918RZ031RFP_N00189-18-R-Z031.docx