4B. MEASUREMENT PERIOD The Measurement Period begins at 7:00:00 AM on the first day of the contract month and ends at 7:00:00 PM on the last day of the contract month 4C. SOURCE OF The source of measurement data is the GFE SMS MEASUREMENT DATA SLA attainment is measured by calculating the elapsed time from the 4D. METHOD OF MEASUREMENT creation of a network IMAC ticket to closure of the ticket in the GFE SMS 4E. TIMING OF SLA attainment is calculated after the Measurement Period has expired MEASUREMENT Subject to random or planned audit by the Government or its 4F. METHOD OF GOVERNMENT designee SURVEILLANCE 4G. ASSUMPTIONS/ None CONDITIONS Tickets generated while during downtime of the GFE SMS due to a 4H. EXCEPTIONS network outage or network performance degradation outside the control of the Contractor are excluded from the calculation Contacts that during the following periods are excluded from the Numerator and Denominator for calculation purposes: GFE SMS downtime approved by the Government (e.g., for scheduled maintenance) GFE SMS downtime due to events outside Contractor control and approved as such by the Government Failure of Monitoring Tools 5. SLA CALCULATION 5A. CALCULATION (NUMERATOR) Number of network completed in less than the Target Service Level Objective ÷ (DENOMINATOR) Total network IMACs * 100 = (RESULT) Service Level (%) Attained A successful network IMAC is one completed in less than the Target 5B. SUCCESS CRITERIA Service Level Objective 5C. DEFINITIONS None 6. SLA ADMINISTRATION 6A. REPORTING Reporting planning and preparation to commence during Transition; FREQUENCY reporting to commence at of Option Period 1 Daily reporting of results from prior day Weekly reporting of results from prior week Monthly reporting of results from prior month Quarterly reporting of results from quarter Monthly reporting of SLA attainment and root cause of SLA failures at the Monthly Status Meeting None 6B. NOTES AND COMMENTS
4B. MEASUREMENT PERIOD The Measurement Period begins at 7:00:00 AM on the first day of the contract month and ends at 7:00:00 PM on the last day of the contract month 4C. SOURCE OF MEASUREMENT DATA The source of measurement data is the GFE SMS 4D. METHOD OF MEASUREMENT SLA attainment is measured by calculating the elapsed time from the creation of a network IMAC ticket to closure of the ticket in the GFE SMS 4E. TIMING OF MEASUREMENT SLA attainment is calculated after the Measurement Period has expired 4F. METHOD OF GOVERNMENT SURVEILLANCE Subject to random or planned audit by the Government or its designee 4G. ASSUMPTIONS/ CONDITIONS None 4H. EXCEPTIONS Tickets generated while during downtime of the GFE SMS due to a network outage or network performance degradation outside the control of the Contractor are excluded from the calculation Contacts that during the following periods are excluded from the Numerator and Denominator for calculation purposes: GFE SMS downtime approved by the Government (e.g., for scheduled maintenance) GFE SMS downtime due to events outside Contractor control and approved as such by the Government Failure of Monitoring Tools 5. SLA CALCULATION 5A. CALCULATION (NUMERATOR) Number of network completed in less than the Target Service Level Objective ÷ (DENOMINATOR) Total network IMACs * 100 = (RESULT) Service Level (%) Attained 5B. SUCCESS CRITERIA A successful network IMAC is one completed in less than the Target Service Level Objective 5C. DEFINITIONS None 6. SLA ADMINISTRATION 6A. REPORTING FREQUENCY Reporting planning and preparation to commence during Transition; reporting to commence at of Option Period 1 Daily reporting of results from prior day Weekly reporting of results from prior week Monthly reporting of results from prior month Quarterly reporting of results from quarter Monthly reporting of SLA attainment and root cause of SLA failures at the Monthly Status Meeting 6B. NOTES AND COMMENTS None
J-2__-_DOT_EITSS_-_Infrastructure_Operations_PWS_-_6-12-2018.docx