J.2.5.2 J.2.10.2.1.3 AGF Electronic Funds Transfer Report (ATR) Monthly, NLT 15th business day GSA Conexus J.2.5.2 J.2.10.2.1.13 Monthly Billing Information Memorandum Monthly, NLT 15th business day (as needed) Agency COR J.2.5.2 J.2.6.2 J.2.8.2 J.2.10.2.1.4 Billing Adjustment (BA) Monthly, NLT 15th business day (as needed) GSA Conexus and agency COR Disputes J.2.6.2 J.2.10.2.1.9 Dispute (D) As needed GSA Conexus and agency COR J.2.6.2 J.2.10.2.1.10 Dispute Report (DR) Monthly, NLT 15th business day (as needed) GSA Conexus and agency COR Inventory J.2.7.2 J.2.10.2.1.12 Inventory Reconciliation Monthly, NLT 15th day of month GSA Conexus SLA J.2.8.2 J.2.10.2.1.14 Service Level Agreement Report (SLAR) Monthly, NLT 15th day of month GSA Conexus, OCO and agency COR J.2.8.2 J.2.10.2.1.22 SLA Credit Request Response Within 30 days of SLA Credit Request OCO and agency COR Trouble Ticket J.2.8.2 J.2.10.2.1.25 Trouble Management Performance Summary Report Quarterly, NLT 15 days after the end of the FY quarter Agency COR J.2.8.2 J.2.10.2.1.24 Trouble Management Incident Performance Report Quarterly, NLT 15 days after the end of the FY quarter Agency COR
Circuit Switched Voice Service CSVS Availability (POP-to-POP) – Routine Availability (SDP-to-SDP) – Routine Availability (SDP-to-SDP) – Critical of Service (Call Blockage) – Routine of Service (Call Blockage) – Critical C.2.2.2.4 Toll Free Service TFS Availability (POP-to-POP) Availability (POP-to-terminating-SDP) – Routine Availability (POP-to-terminating-SDP) – Critical Grade of Service (Call Blockage) – Routine Grade of Service (Call Blockage) – Critical C.2.2.3.4 Circuit Switched Data Service CSDS Availability (POP-to-POP) Availability (SDP-to-SDP) – Routine Availability (SDP-to-SDP) – Critical of Service (Call Blockage) – Routine Grade of Service (Call Blockage) – Critical C.2.2.4.4 Contact Center Service CCS Availability – Routine Availability – Critical C.2.3.1.7 Co-located Hosting Center Service CHS Internet Availability C.2.4.5.1 Infrastructure as a Service IaaS Availability (IaaS Data Center Infrastructure) C.2.5.1.4 Platform as a Service PaaS Availability (PaaS) C.2.5.2.4 Software as a Service SaaS Availability (SaaS) C.2.5.3.4 Content Delivery Network Service CDNS Availability GOS (Time to refresh content) C.2.5.4.4 Wireless Service MWS Availability C.2.6.4.1 Commercial Mobile Satellite Service CMSS Availability C.2.7.3 Commercial Fixed Satellite Service CFSS Availability Delay (One Way) Free Seconds (EFS) Severely Errored Seconds (SES) Degraded Minutes (DM) Mean Time to Loss of BCI (MTTLBCI). C.2.7.3 Managed Network Service MNS MNS performance levels will be specified in the TO C.2.8.1.4 Web Conferencing Service WCS Availability C.2.8.2.4 Unified Communications Service UCS Availability C.2.8.3.4
Managed Trusted Internet Protocol Service – Trusted Internet Connection Portal MTIPS-TIC Availability (TIC Portal) – Routine Grade of Service (Failover Time) Grade of Service (Monitoring and Correlation) – Routine Grade of Service (Monitoring and Correlation) – Critical Grade of Service (Configuration/ Rule Change) Notification (Firewall Security) Event Notification (Intrusion Detection/ Prevention Security) Grade of Service (Virus Updates and Bug Fixes) C.2.8.4.4 Managed Trusted Internet Protocol Service – Transport Collection and Distribution MTIPS Availability (Port) – Routine Availability (Port) – Critical Latency (CONUS) – Routine Latency – Critical GOS (Data Delivery Rate) – Routine GOS (Data Delivery Rate) – Critical Event Notification (Security Incident Reporting) C.2.8.4.4 Managed Security Service MSS Availability Event Notification Grade of Service (Configuration Change, Virus Updates) Incident Response Time (Telephone) Incident Response Time (On-Site) C.2.8.5.4 Managed Mobility Service MMS Availability Event Notification Grade of Service (Configuration Change) Incident Response Time (Telephone) Incident Response Time (Dispatch) C.2.8.6.4 Audio Conferencing Service ACS Availability GOS (Operator Assistance Response Delay) C.2.8.7.4 Video Teleconferencing Service VTS Availability Grade of Service (Completed Service Requests) C.2.8.8.4 DHS Intrusion Prevention Security Service DIPSS Performance metrics for this service be defined in the TO C.2.8.9.4 Incident-Based Service SLA References Service Service ID Section C Reference Virtual Private Network Service VPNS C.2.1.1.4