Customer Performance Metrics and Remuneration Clause Samples
Customer Performance Metrics and Remuneration. AT&T and Supplier have developed the Performance Metrics set forth herein to ensure the delivery of high quality, efficient customer service and an optimal experience for AT&T’s customers. Supplier and AT&T will meet no less than once every **** to review the call types, performance metrics or targets and remedies under this Appendix B where appropriate to identify potential changes or modification to such call types, performance metrics or targets and remedies desired to address then current AT&T business and procedural requirements. The parties shall discuss such changes and mutually agree on any modifications to target ranges on existing metrics with such changes to be effective **** (or such other period as mutually agreed upon by the parties) after mutual discussion and agreement between the Parties on such changes. Changes that impact Transaction Prices or base **** Rates, add or remove metrics or adjust calculations on existing metrics shall be documented in a written amendment to this Order executed by the Parties. AT&T will provide Performance Metric results to Supplier on a **** basis and Supplier shall identify and incorporate corresponding Discounts and Bonuses based on attainment of such Performance Metric on the following **** invoice.
1.1 Performance Metric Description and Calculation: Source Work Activity Metric Calculation Description **** **** **** **** **** **** **** **** **** **** **** **** **** **** **** **** **** **** **** **** **** **** **** **** **** **** **** ****
1.2 Target Ranges and At Risk Amounts: Source Work Activity Metric Target Range SLA remedy when Metric attainment is not met (credit to AT&T as a percentage of fees applicable to such Transaction Type in such ****) Incentive credit when Metric attainment is exceeded (bonus payment to Supplier as a percentage of fees applicable to such Transaction Type in such ****) **** **** **** **** **** **** **** **** **** **** **** **** **** **** **** **** **** **** **** **** **** **** **** **** **** **** **** **** **** **** Source Work Activity Metric Target Range SLA remedy when Metric attainment is not met (credit to AT&T as a percentage of fees applicable to such Transaction Type in such ****) Incentive credit when Metric attainment is exceeded (bonus payment to Supplier as a percentage of fees applicable to such Transaction Type in such ****) **** **** **** **** **** ****
Customer Performance Metrics and Remuneration. AT&T and Supplier have developed the Performance Metrics set forth herein to ensure the delivery of high quality, efficient customer service and an optimal experience for AT&T’s customers. Supplier and AT&T will meet no less than once every **** to review the call types, performance metrics or targets and remedies under this Appendix B where appropriate to identify potential changes or modification to such call types, performance metrics or targets and remedies desired to address then current AT&T business and procedural requirements. The parties shall discuss such changes and mutually agree on any modifications to target ranges on existing metrics with such changes to be effective **** (or such other period as mutually agreed upon by the parties) after mutual discussion and agreement between the Parties on such changes. Changes that impact Transaction Prices or base **** Rates, add or remove metrics or adjust calculations on existing metrics shall be documented in a written amendment to this Amended and Restated Order executed by the Parties. AT&T will provide Performance Metric results to Supplier on a **** basis and Supplier shall identify and incorporate corresponding Discounts and Bonuses based on attainment of such Performance Metric on the following **** invoice.
1.1 Performance Metric Description and Calculation: Source Work Activity Metric Calculation Description Source Work Activity Metric Calculation Description Source Work Activity Metric Calculation Description
1.2 Target Ranges and At Risk Amounts: Source Work Activity Metric Target Range SLA remedy when Metric attainment is not met (credit to AT&T as a percentage of fees applicable to such Transaction Type in such ****) Incentive credit when Metric attainment is exceeded (bonus payment to Supplier as a percentage of fees applicable to such Transaction Type in such ****) Source Work Activity Metric Target Range SLA remedy when Metric attainment is not met (credit to AT&T as a percentage of fees applicable to such Transaction Type in such ****) Incentive credit when Metric attainment is exceeded (bonus payment to Supplier as a percentage of fees applicable to such Transaction Type in such ****)