Common use of Performance and Quality Clause in Contracts

Performance and Quality. The reliability of equipment delivered under this contract shall be specified in the orders. The contractor shall supply Mean Time Between Failure (MTBF) and Mean Time to Repair (MTTR) data (if available) to allow calculation of the serial reliability of the system supported by the products delivered and ensure its proper functioning. The contractor shall be capable of providing reliability calculations for the systems delivered under this contract in accordance with Telcordia standard SR-332 (Issue Number 02) “Reliability Prediction Procedure for Electronic Equipment” or other standards specified in the task order. The contractor shall be capable, in response and performance of a task order, of committing to a specified performance level and/or quality of service level in a Service Level Agreement (SLA). The SLA may include network metrics (e.g., availability, response time), billing metrics (e.g., the error rate of charges billed under the contract), customer service metrics (e.g., the percentage of calls to the customer service function that were answered in less than 30 seconds), and security metrics (e.g., the probability of detecting attempted intrusions into the system and the associated false-alarm rate). The contractor shall describe to the customer how the data will be collected and provide to the customer an acceptable reporting mechanism that tracks the requirements agreed to in the SLA. Basic requirements for the SLA may include but are not limited to:

Performance and Quality. The reliability of equipment delivered under this contract shall be specified in the orders. The contractor shall supply Mean Time Between Failure (MTBF) and Mean Time to Repair (MTTR) data (if available) to allow calculation of the serial reliability of the system supported by the products delivered and ensure its proper functioning. The contractor shall be capable of providing reliability calculations for the systems delivered under this contract in accordance with Telcordia standard SR-332 SR‐332 (Issue Number 02) “Reliability Prediction Procedure for Electronic Equipment” or other standards specified in the task order. The contractor shall be capable, in response and performance of a task order, of committing to a specified performance level and/or quality of service level in a Service Level Agreement (SLA). The SLA may include network metrics (e.g., availability, response time), billing metrics (e.g., the error rate of charges billed under the contract), customer service metrics (e.g., the percentage of calls to the customer service function that were answered in less than 30 seconds), and security metrics (e.g., the probability of detecting attempted intrusions into the system and the associated false-alarm false‐alarm rate). The contractor shall describe to the customer how the data will be collected and provide to the customer an acceptable reporting mechanism that tracks the requirements agreed to in the SLA. Basic requirements for the SLA may include but are not limited to:

Performance and Quality. ‌ The reliability of equipment delivered under this contract shall be specified in the orders. The contractor shall supply Mean Time Between Failure (MTBF) and Mean Time to Repair (MTTR) data (if available) to allow calculation of the serial reliability of the system supported by the products delivered and ensure its proper functioning. The contractor shall be capable of providing reliability calculations for the systems delivered under this contract in accordance with Telcordia standard SR-332 (Issue Number 02) “Reliability Prediction Procedure for Electronic Equipment” or other standards specified in the task order. The contractor shall be capable, in response and performance of a task order, of committing to a specified performance level and/or quality of service level in a Service Level Agreement (SLA). The SLA may include network metrics (e.g., availability, response time), billing metrics (e.g., the error rate of charges billed under the contract), customer service metrics (e.g., the percentage of calls to the customer service function that were answered in less than 30 seconds), and security metrics (e.g., the probability of detecting attempted intrusions into the system and the associated false-alarm rate). The contractor shall describe to the customer how the data will be collected and provide to the customer an acceptable reporting mechanism that tracks the requirements agreed to in the SLA. Basic requirements for the SLA may include but are not limited to: