MONITORING, MEASURING AND REPORTING Clause Samples
MONITORING, MEASURING AND REPORTING. 25.2.1 The Service Provider shall monitor its own performance of the Services provided to SARS under this tender. The Service Provider shall prepare a comprehensive report for SARS within 7 (seven) calendar days of being requested to do so by SARS, paying specific attention to reporting on but not limited to:
25.2.1.1 the quality of goods manufactured and their adherence to SARS’s minimum specifications;
25.2.1.2 any items rejected by SARS officials when delivered to site and the reasons given by SARS;
25.2.1.3 the late delivery of furniture; and
25.2.1.4 the circumstances which lead to any of the above issues including what steps will be put in place by the Service Provider to prevent a similar re-occurrence.
25.2.2 This report will be utilised by SARS to highlight areas in which the Service Provider must improve their quality of services to SARS, or risk having their contract terminated.
25.2.3 Regardless of the requirement for the Service Provider to furnish SARS with a consolidated monthly performance Report, the Service Provider shall, in respect of each and every Service Level Failure, immediately upon it coming to the Service Provider’s attention:
25.2.3.1 Inform SARS of its non-compliance with the prescribed Service Level;
25.2.3.2 Investigate the non-compliance and advise SARS in writing of the cause of the Service Level Failure;
25.2.3.3 Advise SARS of the corrective actions being undertaken to remedy such Service Level Failure, as well as the status of and expected resolution time for the aforesaid Service Level Failure;
25.2.3.4 Take commercially reasonable steps to prevent such Service Level Failure from recurring in the future.
MONITORING, MEASURING AND REPORTING. 10.2.1 The Service Provider shall-
10.2.1.1 be responsible for monitoring, measuring, and reporting on the Service Provider’s compliance with the Service Levels;
10.2.1.2 monitor its performance of the Services with respect to the Service Levels on a continuous basis and measure and provide SARS with a monthly report on such performance (a “Monthly Performance Report”);
10.2.1.3 within seven (7) Business Days after the end of each month deliver to SARS the Monthly Performance Report with respect to the Service Provider’s performance during such month;
10.2.1.4 provide SARS with detailed supporting documentation and/or information for each Monthly Performance Report in soft-copy format as reasonably requested by SARS;
10.2.1.5 include the following information in each Monthly Performance Report with respect to any failure to achieve a Service Level during a month (a “Service Level Failure”)-
10.2.1.5.1 the nature of the Service Level Failure;
10.2.1.5.2 the nature of, and time and date when, each incident that led to such Service Level Failure during the month arose;
10.2.1.5.3 the impact of the Service Level Failure on other parts of the Services;
10.2.1.5.4 the direct and root cause of the incident or other event that gave rise to the Service Level Failure; and
10.2.1.5.5 a summary of the steps the Service Provider has taken to determine the root cause of the Service Level Failure, the steps the Service Provider has taken to resolve the Service Level Failure and the steps the Service Provider has taken to reduce, to the extent reasonably possible, the likelihood that such Service Level Failure will recur.
10.2.2 Any failure by the Service Provider to perform any of the functions set forth in this Clause 10.2 during a month will constitute a Service Level Failure in itself.
MONITORING, MEASURING AND REPORTING. 5.6.2.1 The Service Provider shall:
5.6.2.1.1 Be responsible for monitoring, measuring and reporting on the Service Provider’s compliance with the Service Levels;
5.6.2.1.2 Monitor its performance of the Services with respect to the Service Levels on a continuous basis and measure and provide SARS with a monthly report on such performance (the “Monthly Performance Report”);
5.6.2.1.3 Within six (6) Business Days after the end of each month, deliver to SARS the Monthly Performance Report with respect to the Service Provider’s performance during such month;
5.6.2.1.4 The Service Provider shall provide SARS with detailed supporting information for each Monthly Performance Report in soft-copy, or as otherwise reasonably requested by SARS; and
5.6.2.1.5 The Service Provider shall include the following information in each Monthly Performance Report with respect to any Performance Failure during any given month:
5.6.2.1 5.1 the nature and date of the Service Level Failure;
MONITORING, MEASURING AND REPORTING. The Service Provider shall- be responsible for monitoring, measuring and reporting on the Service Provider’s compliance with the Service Levels; monitor its performance of the Services with respect to the Service Levels on a continuous basis and measure and provide SARS with a monthly report on such performance (the “Monthly Performance Report”); within six (6) Business Days after the end of each month deliver to SARS the Monthly Performance Report with respect to the Service Provider’s performance during such month; provide SARS with detailed supporting information for each Monthly Performance Report in soft-copy, or otherwise as reasonably requested by SARS; and include the following information in each Monthly Performance Report with respect to any failure to achieve a Service Level during any given month (“Service Level Failure”)- the nature and date of the Service Level Failure; the cause of the Service Level Failure; and a summary of the steps the Service Provider has taken to resolve the Service Level Failure and reduce, to the extent reasonably possible, the likelihood that such Service Level Failure will be repeated. Any failure by the Service Provider to perform any of the obligations set forth in this Clause 6.2 during any given month will also be deemed to be a Service Level Failure.