Measurement and Reporting. Each Member shall monitor its actual performance of its Node against each Service Level and shall use automated monitoring tools to monitor and log the general availability and proper functioning of the Node, collect and provide to Hedera the data made available to it by such tools, and be responsible for measuring its performance as against such Service Levels. A Member’s monitoring practices will be based on best practices and provided by Xxxxxx.
Measurement and Reporting. Unless otherwise specified, each Performance Standard shall be measured on a monthly basis. PROVIDER shall create, implement, support and maintain reports for monitoring the metrics associated with the Performance Standards and such other metrics as are mutually agreed upon by the parties on a schedule agreed upon in each PSA or within ninety (90) days after the execution of each PSA.
Measurement and Reporting. 5.1 Supplier’s performance against the Service Levels will be measured for each Measurement Window as of the Provider SLA Measurement Commencement Date for such Service Level. .- 30 - [*****] Text omitted for confidential treatment. The redacted information has been excluded because it is both (i) not material and (ii) would be competitively harmful if publicly disclosed 156275379.15
5.2 Supplier will implement automated or other measurement and monitoring tools and procedures reasonably acceptable to Ascension to measure Supplier’s performance against the Service Levels in a manner and at a level of detail approved by Ascension. Supplier will provide Ascension and the applicable Provider SLA Group with access to up-to-date problem management data and other data reasonably requested by Ascension and the applicable Provider SLA Group regarding the status of failures and/or user inquiries.
5.3 If, after the applicable [*****] with respect to a Service Level, Supplier fails to measure its performance with respect to a Service Level so that it is not possible to confirm whether the level of performance specified for the Service Level has been achieved for a given Measurement Window, then, unless such failure to measure was previously excused in writing by Ascension, such failure will be deemed a Provider Service Level Default for the applicable Measurement Window.
5.4 Supplier shall provide to the applicable Provider SLA Groups, as part of Supplier’s monthly performance reports, a set of hard- and soft-copy reports to verify Supplier’s performance and compliance with the Service Levels where data is available monthly.
5.5 Supplier shall provide detailed supporting information for each report to the applicable Provider SLA Groups in machine-readable form suitable for use on a personal computer. The data and detailed supporting information shall be Ascension Health Confidential Information, and the applicable Provider SLA Groups may access such information online, where technically feasible and permissible under Supplier’s applicable third party agreements, at any time.
Measurement and Reporting. A. Except as otherwise agreed upon by the Parties, Provider will monitor its actual performance of the Services against the Service Levels. Provider will provide automated tools, collect and provide to Company the data reasonably made available to it by such tools, and be responsible for measuring performance against the Service Levels. Provider’s failure to properly measure performance with respect to any particular Service Level for any month will be a Service Level Default with respect to such Service Level for such month.
B. Provider will provide Company with a set of hard- and soft-copy reports to verify Provider’s performance and compliance with the Service Levels. Detailed supporting information for all reports will be provided to Company in spreadsheet form, or such other form as reasonably requested by Company. The raw data, detailed supporting information, and other data produced or derived from measurement of the Services will be Company Data, and may be accessed by Company on-line and in real time, where feasible, at any time during the Term.
Measurement and Reporting. ACS shall measure its performance against the SLRs in accordance with the methodologies specified in the applicable Schedule 2 and shall provide a detailed, comprehensive report of its performance against the SLRs during the applicable reporting period (“SLR Reports”) by the fifth (5th) Business Day following Table of Contents the end of the applicable reporting period. Such reports shall be provided in accordance with Section 2.11.1 and in accordance with the SLR metrics set forth in the applicable Schedule 2. ACS shall meet with Symetra at least monthly, or more or less frequently if requested by Symetra, to review ACS’ actual performance against the SLRs and shall recommend remedial actions to resolve any performance deficiencies.
Measurement and Reporting. The Licensee agrees to report the following in connection with the Customer Service Levels described above, and in the form of the Benchmarking Template, as such may be amended from time to time by the mutual agreement of the Parties, and provide VEL or a party nominated by VEL, with a copy of such report within ten (10) Business Days of the end of each measurement period (other than in respect of the staff satisfaction survey referred to in paragraph (d) below, which shall be reported in accordance with the terms of paragraph (d)):
Measurement and Reporting. Except as otherwise specified in this SLA or agreed in writing by the Parties, each Party shall accurately measure and report on its performance against the applicable Service Levels on a calendar-month basis. Unless otherwise specified for a particular Service Level, the Servicer Services, Intermediary Services and each Party’s performance against the Service Levels are to be monitored by the Party providing such services [*] ([*]) [*] per [*], [*] ([*]) [*] per [*] during the Term, excluding, however, any Excused Downtime. Unless otherwise specified, each Party will be responsible to collect measurement data and execute the data collection plan for completing the Monthly SLA Report, as discussed below, for Service Level performance. Each day, where applicable, each Party will record all applicable Service Levels and shall, for the calendar month, determine the monthly service level. The total number of Service Level Failures during the specified measurement period will be documented in the Monthly SLA Report for that measurement period. All activities required for monitoring, measuring and reporting a Party’s performance against the Service Levels shall be performed at no additional charge to the other Party. Not later than the 10th Business Day of each calendar month, each Party shall provide to the other a detailed report, in form and with a level of detail reasonably satisfactory to the other Party, summarizing its performance of the Servicer Services or Intermediary Services, as applicable, against the Service Levels during the previous calendar month (the “Monthly SLA Report”). Such report shall include, for each Service Level Failure, (a) a description of the cause(s) of such failure, (b) the remedial efforts (if any) undertaken by the Party to correct the failure, and (c) the preventive measures (if any) taken, or currently being taken, by such Party so that the failure does not recur. Each Party shall provide all reports described in this Article 3 and elsewhere in this SLA in electronic format.
Measurement and Reporting. The Contractor shall measure its performance against the SLAs in accordance with the methodologies specified in Exhibit X, Service Level Agreement and shall provide a detailed, comprehensive report of its performance against the SLAs during each applicable reporting period ("SLA Reports") by the tenth (10th) business day following the end of the applicable reporting period. For continuing failures that occur in consecutive measurement intervals within a month, the Contractor shall report such failures in the month such failures commence. The Contractor shall meet with DSHS at least monthly, or more frequently if requested by DSHS, to review the Contractor's actual performance against the SLAs and shall recommend remedial actions to resolve any performance deficiencies. Notwithstanding the foregoing, all reporting on SLAs shall cover the results of SLA performance during the applicable Measurement Interval, regardless of the Reporting Period, and shall not be construed to limit the Contractor's obligations to comply with all SLAs as per the applicable Measurement Interval. Any failure by DSHS to analyze and enforce SLAs shall not be deemed a waiver of such performance standards. In the case where one or more SLAs are not able to be validated as contemplated by this Section, the parties will negotiate in good faith to establish meaningful SLA(s) to replace such SLA(s).
Measurement and Reporting. Confidential Master Services Agreement
(a) In addition to Critical Service Levels, Schedule B (Service Levels) also sets forth certain key measurements with associated service level expectations (“Key Measurements”). Vendor will measure its performance of the Services against such Key Measurements, will report such performance to ACI on a monthly basis and will strive to improve its performance related to such Key Measurements over the course of the Term. For each Key Measurement, Vendor will either use ACI’s existing methodology for measuring and reporting the Key Measurement or (if no such methodology exists) Vendor will formulate and propose to ACI a comprehensive, accurate and sufficiently detailed, measurement scope, calculation and reporting methodology.
(b) Vendor shall utilize the necessary measurement and monitoring tools and procedures required to measure and report Vendor’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 ACI. Vendor shall provide ACI with (i) performance and measurement data, for purposes of verification, project and contract management; (ii) problem management data and other data regarding the status of incidents, problems, Service Requests and Authorized User inquiries; and (iii) access to the data used by Vendor to calculate its performance against the Service Levels and procedures utilized by Vendor to generate such data for purposes of audit and verification. ACI 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.
(c) The raw data, the detailed supporting information, and the reports delivered to ACI under this Agreement relating to Service Levels and performance under this Agreement (“Performance Information”) will be ACI Data for the purposes of this Agreement. Vendor may only use Performance Information in the course of providing the Services and for its internal business purposes and will provide material containing that Performance Information to ACI promptly on request. Vendor may also use aggregated data derived from Performance Information for external purposes provided that such aggregated data is not identifiable as relating to ACI.
Measurement and Reporting. 3.1 The Supplier shall be responsible for monitoring its performance against all of the agreed Operational Measures and shall maintain adequate technical and organisational procedures and reasonable auditable tools to enable it to do so. HSBC reserves the right to measure the Supplier's performance, however the Supplier toolset shall be recognised as the system of record. In the event of a discrepancy between the Supplier's measurement and HSBC's measurement, the parties will discuss and resolve such discrepancy via the regular meetings held pursuant to Schedule 9 (Governance).
3.2 Operational Measures measured on a "time to perform" basis shall be measured from the time the relevant Incident is:
3.2.1 reported to the Supplier as measured by the time/date stamp of the Incident in HSBC's or the Supplier's problem management system (provided always that the Supplier shall have immediately logged and reported Incident upon such system, having been notified by HSBC or any connected third party); or
3.2.2 discovered by the Supplier, whichever is earlier.
3.3 The Supplier shall provide to HSBC, on a Quarterly basis, a written statement from the director, managing director or secretary of the Supplier confirming in good faith and to the best of its knowledge and belief having carried out due diligence:
3.3.1 the number of Learning Vendors by Region;
3.3.2 that all Learning Vendors have entered into a written and valid contract (e.g. the contract has not expired) with the Supplier (not applicable to instances where services have been requested of the Learning Vendor directly by HSBC); and
3.3.3 that all Learning Vendors have information security risk assessments in compliance with HSBC’s IT Security Policy and the dates of reassessment;
3.3.4 that all reports provided by the Supplier to HSBC in respect of the Operational Measures and Service Credits are accurate and complete and the underlying data and information upon which the Operational Measures and Service Credits are calculated is accurate and complete (excluding any data provided by HSBC or by a third party on behalf of HSBC) addressed to the Group Head of Learning Talent and Development and delivered by email. (such statement being the “Quarterly Statement”).
3.4 The Supplier shall ensure that the Quarterly Statement is received by HSBC's Global Third Party Engagement Manager by the end of the 15th Working Day of each Quarter (January, April, July, October). INTERNAL
3.5 HSBC shall (acting reasonably) conf...
