Measurement and Monitoring. On or before the relevant dates that Service Provider is obligated to perform the Services in accordance with any Service Levels, Service Provider shall implement measurement and monitoring tools and metrics as well as standard reporting procedures, all approved by DIR after notice thereof to DIR, to measure and report Service Provider's performance of the Services at a level of detail sufficient, as determined by DIR, to verify Service Provider's compliance with the applicable Service Levels. Certain measurement and monitoring tools approved as of the Effective Date are set forth in Attachment 3-B. DIR or its designee shall have the right to access and audit all such measurement, monitoring and reporting tools, performance metrics and reporting procedures. Service Provider shall provide DIR Customers with on-line access to up-to-date problem management data and other data regarding the status of service problems, service requests and user inquiries. Service Provider also shall provide DIR Customers with access to the data used by Service Provider to calculate its performance against the Service Levels and the measurement and monitoring tools and procedures utilized by Service Provider to generate such data. DIR shall not be required to pay any amount in addition to the Charges for such measurement and monitoring tools or the resource utilization associated with their use.
Measurement and Monitoring. The methodology and measures to be used for management of the services including performance, tracking, monitoring and reporting of Services and System performance on a regular basis during the Term of the Prime Services Agreement including any extensions thereof shall be as set forth in this SLA. The provisions herein contained are in addition to and not in derogation of the provisions contained in Prime Services Agreement.
a. The SLA parameters shall be monitored on a monthly basis as per the individual SLA parameter requirements. However, if the performance of the system/services is degraded significantly at any given point in time during the contract and if the immediate measures are not implemented and issues are not rectified to the complete satisfaction of ESIC or an agency designated by them, then ESIC will have the right to take appropriate actions including termination of the contract.
b. Overall Availability and Performance Measurements will be on a monthly basis for the purpose of Service Level reporting.
c. Monitoring tool system as specified in this RFP shall play a critical role in monitoring the SLA complianceThe selected Service Provider must use EMS tool and develop additional scripts (if required) for capturing the required data for SLA report generation in automated way. This tool should generate the SLA Monitoring report in the end of every month which is to be shared with ESIC on a monthly basis. The tool should be capable of generating SLA reports for the entire period of contract.
d. ESIC shall have full access to the Monitoring tool solution (and any other tools / solutions deployed for SLA measurement and monitoring) to extract data (raw, intermediate as well as reports) as required during the project. ESIC will also audit the tool and the scripts on a regular basis.
e. The measurement methodology / criteria / logic will be reviewed by ESIC.
f. Wherever, the measurement is through a client setup at DC / DRC, remote access to the client should be available at ESIC-HQ. In addition, remote access should be provided at ESIC-HQ for all Monitoring tool data and logs.
g. In case of default on any of the service level metric, the Service Provider shall submit performance improvement plan along with the root cause analysis for ESIC’s approval.
h. For SLA related payments, the SLA measurement will be measured and computed on a quarterly basis.
Measurement and Monitoring. Visa shall use its standard measurement and reporting tools to measure and report performance of the Services against the Service Levels.
Measurement and Monitoring. As part of the Services, the Transfer Agent shall implement the necessary measurement and monitoring tools and procedures required to measure and report the Transfer Agent's performance of the Services against the applicable Service Levels. Such measurement and monitoring shall permit reporting at a level of detail sufficient to verify compliance with the Service Levels and shall be subject to audit by each Fund in accordance with this Agreement. The Transfer Agent shall provide each Fund with information and access to such tools and procedures upon request, for purposes of verification, and shall furnish each Fund with monthly reports setting forth the Transfer Agent's performance of the Services against the applicable Service Levels. Through the term of this Agreement, and as a part of the Services, the Transfer Agent shall maintain and provide to each Fund (a) all reports in content and format specified by each Fund and reasonably agreed to by the Transfer Agent in writing from time to time, in both a hardcopy and an electronic form and (b) such documentation and information as may be reasonably requested by each Fund from time to time in order to verify the accuracy of the reports. At each Fund's request, the Transfer Agent shall promptly correct any material errors or inaccuracies in the reports.
Measurement and Monitoring. CONA will implement and, where applicable, require the Vendors to implement measurement and monitoring tools and metrics as well as standard reporting procedures within the timeframe set forth in the applicable Services Exhibit, to measure and report the performance of the Services against the applicable Service Levels and KPIs. To the extent available from Vendors, Bottler will be provided with access to on‑line databases containing up‑to‑date information regarding the status of Service problems, Service requests and user inquiries.
Measurement and Monitoring. Supplier shall, not later than the date by which Supplier is required to collect Service Level related data to enable it to comply with the requirements set forth in the applicable Supplement, implement measurement and monitoring tools and metrics as well as standard reporting procedures, all acceptable to Kraft, to measure and report Supplier’s performance of the Services at a level of detail sufficient, as determined by Kraft, to verify Supplier’s compliance with the applicable Service Levels. Kraft or its designee shall have the right to audit all such measurement and reporting tools, performance metrics and reporting procedures. Supplier shall provide Kraft with on-line access to up-to-date problem management data and other data regarding the status of service problems, service requests and user inquiries. Supplier also shall provide Kraft with access to the data used by Supplier to calculate its performance against the Service Levels and the measurement and monitoring tools and procedures utilized by Supplier to generate such data for purposes of audit and verification. Kraft shall not be required to pay any amount in addition to the Charges for such measurement and monitoring tools or the resource utilization associated with their use.
Measurement and Monitoring. UPSTREAM shall maintain the measurement and monitoring tools, metrics and reporting procedures set forth on Exhibits A and B to measure and report UPSTREAM's performance of the Services against the applicable Service Levels, including, without limitation, the NICE, Inc. online monitoring tool whereby the monitoring party may listen to calls remotely or historically and view actual screen shots used throughout the handling of a Contact (the "NICE system"). The NICE System shall be installed and functional no later than the completion of the Implementation Period. UPSTREAM shall provide ORBITZ with information and access to such tools and procedures upon request, for purposes of audit verification. If ORBITZ reasonably requests that UPSTREAM provide additional tools, metrics and reports, UPSTREAM shall, in its sole discretion, provide them as part of the Services.
Measurement and Monitoring. The States agree to undertake measuring, monitoring, and recording in accordance with the arrangements outlined in Schedule G of this Agreement.
Measurement and Monitoring. On or before the applicable Services Agreement Commencement Date, Vendor shall implement reasonable and customary measurement and monitoring tools and metrics as well as standard reporting procedures to measure and report Vendor's performance of the Services against the applicable Service Levels. Vendor shall provide Oncor with real-time monitoring and up-to-date problem management data and other data regarding the status of service problems, service requests and user inquiries at levels consistent with those being used as of the Services Agreement Commencement Date.
Measurement and Monitoring. Supplier shall implement measurement and monitoring tools and metrics as well as standard reporting procedures, all acceptable to ABM, to measure and report Supplier’s performance of the Services against the applicable Service Levels. Supplier shall provide ABM with on-line access to up-to-date problem management data and other data regarding the status of service problems, service requests and user inquiries received by Supplier. Supplier also shall provide ABM with access to the data used by Supplier to calculate its performance against the Service Levels and the measurement and monitoring tools and procedures utilized by Supplier to generate such data for purposes of audit and verification. ABM shall not be required to separately pay for such measurement and monitoring tools or the resource utilization associated with their use.
