![]() ![]() In addition to the sixteen telecommunications services for which SLAs are required, both Networx Universal and Enterprise require four SLAs that are applicable to all services. Sixteen services were deemed sufficiently essential to government operations to also require mandatory Service Level Agreements (SLAs). For each KPI, the Networx contractors are required to meet specified Acceptable Quality Levels (AQLs). Not all Networx contractors offer all services, but if a contractor does offer a service, it must comply with those KPIs. Service Level Agreements 2.1 Definition of Service Level Agreement The Networx Universal and Enterprise contracts have specific performance metrics, or Key Performance Indicators (KPIs), for nearly all services. ![]() Example SLA credit assessments appear in Appendix B, and several special SLA issues are discussed in Appendix C. The requirements for SLAs are in Section J.13 of the Networx contracts, and are repeated in Appendix A. The roles of the contractor, the Agency, and GSA in managing Networx SLAs are outlined in Sections 3, 4, and 5, respectively. 1.3 Organization of Guide The Service Level Agreements are identified in Section 2. In the event of a conflict, the Networx contracts take precedence over this document. This document provides guidance in accordance with the Networx contracts. 1.2 Scope This guide is intended for use by Agency officials involved with managing and monitoring services ordered under the Networx contracts. A Service Level Agreement (SLA) is an agreement between the government and the contractor to provide a service at a performance level that meets or exceeds the specified performance objective(s). Introduction 1.1 Purpose This guide provides information to federal Agencies on managing the Service Level Agreements (SLAs) that apply to telecommunications services obtained from the Networx Universal and Enterprise contracts. Special Networx Issues 36 C.1 Contract Modifications to Accommodate Agency SLAs 36 C.2 Independent Agency SLA Measurements 36 iiiĥ List of Figures Figure Page Figure 1 SLA Management Timeline 6 Table List of Tables Page Table 1 Service-Specific SLAs 3 Table 2 Service-Independent SLAs 4 Table 3 Networx SLA Management Roles and Responsibilities 5 Table 4 Networx Points of Contact 9 ivĦ 1. Examples of SLA Credit Assessments 33 B.1 Service Outage and Time to Restore SLAs 33 B.2 On Time Provisioning SLA 34 B.3 Service-Dependent SLAs 34 Appendix C. SLAs in Networx Universal Contracts 12 H.14 Credits and Consideration for Failure to Provide Service or Meet Contract Requirements 12 J.13 Service Level Agreements 13 J.13.1 Introduction 13 J.13.2 SLA Measurement Guidelines 14 J.13.3 SLA Performance Objectives 16 J.13.4 Credit Arrangements 21 J.13.5 Networx Credit Notification Forms 23 J.13.6 Suggested Format for Future Service Level Agreements 30 J.12.3 Service Provisioning Intervals 31 Appendix B. GSA s Role Review Contractor Reports Resolve SLA Issues Escalated by Agencies Negotiate with the Contractor to Add, Delete, or Modify an SLA 10 Appendix A. Agency s Role Review the Agency-Specific SLA Management Report Identify Discrepancies Apply for Credit Ensure Receipt of SLA Credit Escalate an SLA Issue or Obtain Help from GSA Other Information 9 5. Contractor s Role Measurement Reporting Credits and Adjustments 7 4. Description of Service Level Agreements Service Level Agreement Definition Service Specific SLAs Service Independent SLAs Roles and Responsibilities 4 3. ![]() Introduction Purpose Scope Organization of Guide 1 2. Director, Network Services ffograms Integrated Technology Service General Services Administrationģ REVISION HISTORY: Version Description Date Updated By 1.0 Initial Draft Kathy Kemerer 1.1 Revisions suggested by QTCA Kathy Kemerer 2.0 Revisions suggested by TWG Kathy Kemerer iiĤ Table of Contents 1. 1 General Services Administration (GSA) Networx Service Level Agreement (SLA) Management Guide Version 2.0 April 30, 2009Ģ This document is hereby authorized for limited release by the General Services Administration. ![]()
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