Common use of PERFORMANCE MONITORING AND PERFORMANCE REVIEW Clause in Contracts

PERFORMANCE MONITORING AND PERFORMANCE REVIEW. The Supplier shall provide the Customer with performance monitoring reports (“Performance Monitoring Reports”) in accordance with the process and timescales agreed pursuant to paragraph 87.2 of Part B of this Call Off Schedule 6 above which shall contain, as a minimum, the following information in respect of the relevant Service Period just ended: for each Service Level, the actual performance achieved over the Service Level for the relevant Service Period; a summary of all failures to achieve Service Levels that occurred during that Service Period; any Critical Service Level Failures and details in relation thereto; for any repeat failures, actions taken to resolve the underlying cause and prevent recurrence; the Service Credits to be applied in respect of the relevant period indicating the failures and Service Levels to which the Service Credits relate; and such other details as the Customer may reasonably require from time to time. The Parties shall attend meetings to discuss Performance Monitoring Reports ("Performance Review Meetings") on a monthly basis (unless otherwise agreed). The Performance Review Meetings will be the forum for the review by the Supplier and the Customer of the Performance Monitoring Reports. The Performance Review Meetings shall (unless otherwise agreed): take place within one (1) week of the Performance Monitoring Reports being issued by the Supplier; take place at such location and time (within normal business hours) as the Customer shall reasonably require unless otherwise agreed in advance; be attended by the Supplier's Representative and the Customer's Representative; and be fully minuted by the Supplier. The prepared minutes will be circulated by the Supplier to all attendees at the relevant meeting and also to the Customer's Representative and any other recipients agreed at the relevant meeting. The minutes of the preceding month's Performance Review Meeting will be agreed and signed by both the Supplier's Representative and the Customer's Representative at each meeting. The Customer shall be entitled to raise any additional questions and/or request any further information regarding any failure to achieve Service Levels. The Supplier shall provide to the Customer such supporting documentation as the Customer may reasonably require in order to verify the level of the performance by the Supplier and the calculations of the amount of Service Credits for any specified Service Period.

PERFORMANCE MONITORING AND PERFORMANCE REVIEW. The Supplier shall provide the Customer with performance monitoring reports (“Performance Monitoring Reports”) in accordance with the process and timescales agreed pursuant to paragraph 87.2 100.2 of Part B of this Call Off Schedule 6 above which shall contain, as a minimum, the following information in respect of the relevant Service Period just ended: for each Service Level, the actual performance achieved over the Service Level for the relevant Service Period; a summary of all failures to achieve Service Levels that occurred during that Service Period; any Critical Service Level Failures and details in relation thereto; for any repeat failures, actions taken to resolve the underlying cause and prevent recurrence; the Service Credits to be applied in respect of the relevant period indicating the failures and Service Levels to which the Service Credits relate; and such other details as the Customer may reasonably require from time to time. The Parties shall attend meetings to discuss Performance Monitoring Reports ("Performance Review Meetings") on a monthly basis (unless otherwise agreed). The Performance Review Meetings will be the forum for the review by the Supplier and the Customer of the Performance Monitoring Reports. The Performance Review Meetings shall (unless otherwise agreed): take place within one (1) week of the Performance Monitoring Reports being issued by the Supplier; take place at such location and time (within normal business hours) as the Customer shall reasonably require unless otherwise agreed in advance; be attended by the Supplier's Representative and the Customer's Representative; and be fully minuted by the Supplier. The prepared minutes will be circulated by the Supplier to all attendees at the relevant meeting and also to the Customer's Representative and any other recipients agreed at the relevant meeting. The minutes of the preceding month's Performance Review Meeting will be agreed and signed by both the Supplier's Representative and the Customer's Representative at each meeting. The Customer shall be entitled to raise any additional questions and/or request any further information regarding any failure to achieve Service Levels. The Supplier shall provide to the Customer such supporting documentation as the Customer may reasonably require in order to verify the level of the performance by the Supplier and the calculations of the amount of Service Credits for any specified Service Period.

PERFORMANCE MONITORING AND PERFORMANCE REVIEW. The Supplier shall provide the Customer with performance monitoring reports (“Performance Monitoring Reports”) in accordance with the process and timescales agreed pursuant to paragraph 87.2 of Part B of this Call Off Schedule 6 1.2 above which shall contain, as a minimum, the following information in respect of the relevant Service Period period just ended: for each Service Level, the actual performance achieved over the Service Level for the relevant Service Periodperiod; a summary of all failures to achieve Service Levels that occurred during that Service Periodperiod; any Critical Service Level Failures and details in relation thereto; for any repeat failures, actions taken to resolve the underlying cause and prevent recurrence; the Service Credits to be applied in respect of the relevant period indicating the failures and Service Levels to which the Service Credits relate; and such other details as the Customer may reasonably require from time to time. The Parties shall attend meetings to discuss Performance Monitoring Reports Service Level reports ("Performance Review Meetings") on a monthly basis (unless otherwise agreed). The Performance Review Meetings will be the forum for the review by the Supplier and the Customer of the Performance Monitoring Reports. The Performance Review Meetings shall (unless otherwise agreed): take place within one (1) week of the Performance Monitoring Reports reports being issued by the Supplier; take place at such location and time (within normal business hours) as the Customer shall reasonably require unless otherwise agreed in advance; be attended by the Supplier's Representative and the Customer's Representative; and be fully minuted by the Supplier. The prepared minutes will be circulated by the Supplier to all attendees at the relevant meeting and also to the Customer's Representative representative and any other recipients agreed at the relevant meeting. The minutes of the preceding month's Performance Review Meeting will be agreed and signed by both the Supplier's Representative representative and the Customer's Representative at each meeting. The Customer shall be entitled to raise any additional questions and/or request any further information regarding any failure to achieve Service Levels. The Supplier shall provide to the Customer such supporting documentation as the Customer may reasonably require in order to verify the level of the performance by the Supplier and the calculations of the amount of Service Credits for any specified Service Periodperiod.

PERFORMANCE MONITORING AND PERFORMANCE REVIEW. The Supplier shall provide the Customer with performance monitoring reports (“Performance Monitoring Reports”) in accordance with the process and timescales agreed pursuant to paragraph 87.2 89.2 of Part B of this Call Off Schedule 6 above which shall contain, as a minimum, the following information in respect of the relevant Service Period just ended: for each Service Level, the actual performance achieved over the Service Level for the relevant Service Period; a summary of all failures to achieve Service Levels that occurred during that Service Period; any Critical Service Level Failures and details in relation thereto; for any repeat failures, actions taken to resolve the underlying cause and prevent recurrence; the Service Credits to be applied in respect of the relevant period indicating the failures and Service Levels to which the Service Credits relate; and such other details as the Customer may reasonably require from time to time. The Parties shall attend meetings to discuss Performance Monitoring Reports ("Performance Review Meetings") on a monthly basis (unless otherwise agreed). The Performance Review Meetings will be the forum for the review by the Supplier and the Customer of the Performance Monitoring Reports. The Performance Review Meetings shall (unless otherwise agreed): take place within one (1) week of the Performance Monitoring Reports being issued by the Supplier; take place at such location and time (within normal business hours) as the Customer shall reasonably require unless otherwise agreed in advance; be attended by the Supplier's Representative and the Customer's Representative; and be fully minuted by the Supplier. The prepared minutes will be circulated by the Supplier to all attendees at the relevant meeting and also to the Customer's Representative and any other recipients agreed at the relevant meeting. The minutes of the preceding month's Performance Review Meeting will be agreed and signed by both the Supplier's Representative and the Customer's Representative at each meeting. The Customer shall be entitled to raise any additional questions and/or request any further information regarding any failure to achieve Service Levels. The Supplier shall provide to the Customer such supporting documentation as the Customer may reasonably require in order to verify the level of the performance by the Supplier and the calculations of the amount of Service Credits for any specified Service Period.

PERFORMANCE MONITORING AND PERFORMANCE REVIEW. The Supplier shall provide the Customer with performance monitoring reports (“Performance Monitoring Reports”) in accordance with the process and timescales agreed pursuant to paragraph 87.2 of Part B of this Call Off Contract Schedule 6 above which shall contain, as a minimum, the following information in respect of the relevant Service Period just ended: for each Service Level, the actual performance achieved over the Service Level for the relevant Service Period; a summary of all failures to achieve Service Levels that occurred during that Service Period; any Critical Service Level Failures and details in relation thereto; for any repeat failures, actions taken to resolve the underlying cause and prevent recurrence; the Service Credits to be applied in respect of the relevant period indicating the failures and Service Levels to which the Service Credits relate; and such other details as the Customer may reasonably require from time to time. The Parties shall attend meetings to discuss Performance Monitoring Reports ("Performance Review Meetings") on a monthly basis (unless otherwise agreed). The Performance Review Meetings will be the forum for the review by the Supplier and the Customer of the Performance Monitoring Reports. The Performance Review Meetings shall (unless otherwise agreed): take place within one (1) week of the Performance Monitoring Reports being issued by the Supplier; take place at such location and time (within normal business hours) as the Customer shall reasonably require unless otherwise agreed in advance; be attended by the Supplier's Suppliers Representative and the Customer's Representative; and be fully minuted by the Supplier. The prepared minutes will be circulated by the Supplier to all attendees at the relevant meeting and also to the Customer's Representative and any other recipients agreed at the relevant meeting. The minutes of the preceding month's Performance Review Meeting will be agreed and signed by both the Supplier's Suppliers Representative and the Customer's Representative at each meeting. The Customer shall be entitled to raise any additional questions and/or request any further information regarding any failure to achieve Service Levels. The Supplier shall provide to the Customer such supporting documentation as the Customer may reasonably require in order to verify the level of the performance by the Supplier and the calculations of the amount of Service Credits for any specified Service Period.

PERFORMANCE MONITORING AND PERFORMANCE REVIEW. The Supplier shall provide the Customer with performance monitoring reports (“Performance Monitoring Reports”) in accordance with the process and timescales agreed pursuant to paragraph 87.2 85.2 of Part B of this Call Off Schedule 6 above which shall contain, as a minimum, the following information in respect of the relevant Service Period just ended: for each Service Level, the actual performance achieved over the Service Level for the relevant Service Period; a summary of all failures to achieve Service Levels that occurred during that Service Period; any Critical Service Level Failures and details in relation thereto; for any repeat failures, actions taken to resolve the underlying cause and prevent recurrence; the Service Credits to be applied in respect of the relevant period indicating the failures and Service Levels to which the Service Credits relate; and such other details as the Customer may reasonably require from time to time. The Parties shall attend meetings to discuss Performance Monitoring Reports ("Performance Review Meetings") on a monthly basis (unless otherwise agreed). The Performance Review Meetings will be the forum for the review by the Supplier and the Customer of the Performance Monitoring Reports. The Performance Review Meetings shall (unless otherwise agreed): take place within one (1) week of the Performance Monitoring Reports being issued by the Supplier; take place at such location and time (within normal business hours) as the Customer shall reasonably require unless otherwise agreed in advance; be attended by the Supplier's Representative and the Customer's Representative; and be fully minuted by the Supplier. The prepared minutes will be circulated by the Supplier to all attendees at the relevant meeting and also to the Customer's Representative and any other recipients agreed at the relevant meeting. The minutes of the preceding month's Performance Review Meeting will be agreed and signed by both the Supplier's Representative and the Customer's Representative at each meeting. The Customer shall be entitled to raise any additional questions and/or request any further information regarding any failure to achieve Service Levels. The Supplier shall provide to the Customer such supporting documentation as the Customer may reasonably require in order to verify the level of the performance by the Supplier and the calculations of the amount of Service Credits for any specified Service Period.

PERFORMANCE MONITORING AND PERFORMANCE REVIEW. The Supplier shall provide the Customer with performance monitoring reports (“Performance Monitoring Reports”) in accordance with the process and timescales agreed pursuant to paragraph 87.2 of Part B of this Call Off Schedule 6 above which shall contain, as a minimum, the following information in respect of the relevant Service Period just ended: for each Service Level, the actual performance achieved over the Service Level for the relevant Service Period; a summary of all failures to achieve Service Levels that occurred during that Service Period; any Critical Service Level Failures and details in relation thereto; for any repeat failures, actions taken to resolve the underlying cause and prevent recurrence; the Service Credits to be applied in respect of the relevant period indicating the failures and Service Levels to which the Service Credits relatenot used; and such other details as the Customer may reasonably require from time to time. The Parties shall attend meetings to discuss Performance Monitoring Reports ("Performance Review Meetings") on a monthly basis (unless otherwise agreed). The Performance Review Meetings will be the forum for the review by the Supplier and the Customer of the Performance Monitoring Reports. The Performance Review Meetings shall (unless otherwise agreed): take place within one (1) week of the Performance Monitoring Reports being issued by the Supplier; take place at such location and time (within normal business hours) as the Customer shall reasonably require unless otherwise agreed in advance; be attended by the Supplier's Representative and the Customer's Representative; and be fully minuted by the Supplier. The prepared minutes will be circulated by the Supplier to all attendees at the relevant meeting and also to the Customer's Representative and any other recipients agreed at the relevant meeting. The minutes of the preceding month's Performance Review Meeting will be agreed and signed by both the Supplier's Representative and the Customer's Representative at each meeting. The Customer shall be entitled to raise any additional questions and/or request any further information regarding any failure to achieve Service Levels. The Supplier shall provide to the Customer such supporting documentation as the Customer may reasonably require in order to verify the level of the performance by the Supplier and the calculations of the amount of Service Credits for any specified Service PeriodSupplier.

PERFORMANCE MONITORING AND PERFORMANCE REVIEW. The Supplier shall provide the Customer with performance monitoring reports (“Performance Monitoring Reports”) in accordance with the process and timescales agreed pursuant to paragraph 87.2 1.2 of Part B of this Call Off Schedule 6 above which shall contain, as a minimum, the following information in respect of the relevant Service Period just ended: for each Service Level, the actual performance achieved over the Service Level for the relevant Service Period; a summary of all failures to achieve Service Levels that occurred during that Service Period; any Critical Service Level Failures and details in relation thereto; for any repeat failures, actions taken to resolve the underlying cause and prevent recurrence; the Service Credits to be applied in respect of the relevant period indicating the failures and Service Levels to which the Service Credits relate; and such other details as the Customer may reasonably require from time to time. The Parties shall attend meetings to discuss Performance Monitoring Reports ("Performance Review Meetings") on a monthly basis (unless otherwise agreed). The Performance Review Meetings will be the forum for the review by the Supplier and the Customer of the Performance Monitoring Reports. The Performance Review Meetings shall (unless otherwise agreed): take place within one (1) week of the Performance Monitoring Reports being issued by the Supplier; take place at such location and time (within normal business hours) as the Customer shall reasonably require unless otherwise agreed in advance; be attended by the Supplier's Representative and the Customer's Representative; and be fully minuted by the Supplier. The prepared minutes will be circulated by the Supplier to all attendees at the relevant meeting and also to the Customer's Representative and any other recipients agreed at the relevant meeting. The minutes of the preceding month's Performance Review Meeting will be agreed and signed by both the Supplier's Representative and the Customer's Representative at each meeting. The Customer shall be entitled to raise any additional questions and/or request any further information regarding any failure to achieve Service Levels. The Supplier shall provide to the Customer such supporting documentation as the Customer may reasonably require in order to verify the level of the performance by the Supplier and the calculations of the amount of Service Credits for any specified Service Period.

PERFORMANCE MONITORING AND PERFORMANCE REVIEW. The Supplier shall provide the Customer with performance monitoring reports (“Performance Monitoring Reports”) in accordance with the process and timescales agreed pursuant to paragraph 87.2 of Part B of this Call Off Schedule 6 1.2 above which shall contain, as a minimum, the following information in respect of the relevant Service Period period just ended: for each Service Level, the actual performance achieved over the Service Level for the relevant Service Periodperiod; a summary of all failures to achieve Service Levels that occurred during that Service Periodperiod; any Critical Service Level Failures and details in relation thereto; for any repeat failures, actions taken to resolve the underlying cause and prevent recurrence; the Service Credits to be applied in respect of the relevant period indicating the failures and Service Levels to which the Service Credits relate; and such other details as the Customer may reasonably require from time to time. The Parties parties shall attend meetings to discuss Performance Monitoring Reports Service Level reports ("Performance Review Meetings") on a monthly basis (unless otherwise agreed). The Performance Review Meetings will be the forum for the review by the Supplier and the Customer of the Performance Monitoring Reports. The Performance Review Meetings shall (unless otherwise agreed): take place within one (1) week of the Performance Monitoring Reports reports being issued by the Supplier; take place at such location and time (within normal business hours) as the Customer shall reasonably require unless otherwise agreed in advance; be attended by the Supplier's Representative and the Customer's Representative; and be fully minuted by the Supplier. The prepared minutes will be circulated by the Supplier to all attendees at the relevant meeting and also to the Customer's Representative representative and any other recipients agreed at the relevant meeting. The minutes of the preceding month's Performance Review Meeting will be agreed and signed by both the Supplier's Representative representative and the Customer's Representative at each meeting. The Customer shall be entitled to raise any additional questions and/or request any further information regarding any failure to achieve Service Levels. The Supplier shall provide to the Customer such supporting documentation as the Customer may reasonably require in order to verify the level of the performance by the Supplier and the calculations of the amount of Service Credits for any specified Service Periodperiod.

PERFORMANCE MONITORING AND PERFORMANCE REVIEW. The Supplier Contractor shall provide the Customer Children’s Commissioner with performance monitoring reports (“Performance Monitoring Reports”) in accordance with the process and timescales agreed pursuant to paragraph 87.2 of Part B of this Call Off Schedule 6 1.2 above which shall contain, as a minimum, the following information in respect of the relevant Service Period period just ended: for each Service Level, the actual performance achieved over the Service Level for the relevant Service Periodperiod; a summary of all failures to achieve Service Levels and/or delivery to the Milestone Date(s) that occurred during that Service Periodperiod; any Critical Service Level Failures and details in relation thereto; for any repeat failures, actions taken to resolve the underlying cause and prevent recurrence; the Service Credits rebates to be applied in respect of the relevant period indicating the failures and Service Levels to which the Service Credits rebates relate; and such other details as the Customer Children’s Commissioner may reasonably require from time to time. The Parties shall attend meetings to discuss Performance Monitoring Reports ("Performance Review Meetings") to discuss Service Level reports ("Performance Monitoring Reports") on a monthly basis (unless otherwise agreed). The Performance Review Meetings will be the forum for the review by the Supplier Contractor and the Customer Children’s Commissioner of the Performance Monitoring Reports. The Performance Review Meetings shall (unless otherwise agreed): take place within one (1) week of the Performance Monitoring Reports reports being issued by the SupplierContractor; take place at such location and time (within normal business hours) as the Customer Children’s Commissioner shall reasonably require unless otherwise agreed in advance; be attended by the Supplier's Representative Contractor’s Contract Manager and the Customer's RepresentativeChildren’s Commissioner Contract Manager; and be fully minuted by the SupplierContractor. The prepared minutes will be circulated by the Supplier Contractor to all attendees at the relevant meeting and also to the Customer's Children’s Commissioner Representative and any other recipients agreed at the relevant meeting. The minutes of the preceding month's Performance Review Meeting will be agreed and signed by both the Supplier's Representative Contractor’s Contract Manager and the Customer's Representative Children’s Commissioner Contract Manager at each meeting. The Customer Children’s Commissioner shall be entitled to raise any additional questions and/or request any further information regarding any failure to achieve Service Levels. The Supplier Contractor shall provide to the Customer Children’s Commissioner such supporting documentation as the Customer Children’s Commissioner may reasonably require in order to verify the level of the performance by the Supplier Contractor and the calculations of the amount of Service Credits any rebate for any specified Service Period.period. SCHEDULE 5 - IMPLEMENTATION PLAN INTRODUCTION This Schedule specifies: the Implementation Plan in accordance with which the Contractor shall provide the Services

PERFORMANCE MONITORING AND PERFORMANCE REVIEW. The Supplier shall provide the Customer with performance monitoring reports (“Performance Monitoring Reports”) in accordance with the process and timescales agreed pursuant to paragraph 87.2 of Part B of this Call Off Schedule 6 above which shall contain, as a minimum, the following information in respect of the relevant Service Period just ended: for each Service Level, the actual performance achieved over the Service Level for the relevant Service Period; a summary of all failures to achieve Service Levels that occurred during that Service Period; any Critical Service Level Failures and details in relation thereto; for any repeat failures, actions taken to resolve the underlying cause and prevent recurrence; the Service Credits to be applied in respect of the relevant period indicating the failures and Service Levels to which the Service Credits relate; and such other details as the Customer may reasonably require from time to time. The Parties shall attend meetings to discuss Performance Monitoring Reports ("Performance Review Meetings") on a monthly basis (unless otherwise agreed). The Performance Review Meetings will be the forum for the review by the Supplier and the Customer of the Performance Monitoring Reports. The Performance Review Meetings shall (unless otherwise agreed): take place within one (1) week of the Performance Monitoring Reports being issued by the Supplier; take place at such location and time (within normal business hours) as the Customer shall reasonably require unless otherwise agreed in advance; be attended by the Supplier's Suppliers Representative and the Customer's Representative; and be fully minuted by the Supplier. The prepared minutes will be circulated by the Supplier to all attendees at the relevant meeting and also to the Customer's Representative and any other recipients agreed at the relevant meeting. The minutes of the preceding month's Performance Review Meeting will be agreed and signed by both the Supplier's Suppliers Representative and the Customer's Representative at each meeting. The Customer shall be entitled to raise any additional questions and/or request any further information regarding any failure to achieve Service Levels. The Supplier shall provide to the Customer such supporting documentation as the Customer may reasonably require in order to verify the level of the performance by the Supplier and the calculations of the amount of Service Credits for any specified Service Period.

PERFORMANCE MONITORING AND PERFORMANCE REVIEW. The Supplier shall provide the Customer with performance monitoring reports (“Performance Monitoring Reports”) in accordance with the process and timescales agreed pursuant to paragraph 87.2 of Part B of this Call Off Schedule 6 19.2 above which shall contain, as a minimum, the following information in respect of the relevant Service Period just ended: for each Service Level, the actual performance achieved over the Service Level for the relevant Service Period; a summary of all failures to achieve Service Levels that occurred during that Service Period; any Critical Service Level Failures and details in relation thereto; for any repeat failures, actions taken to resolve the underlying cause and prevent recurrence; the Service Credits to be applied in respect of the relevant period indicating the failures and Service Levels to which the Service Credits relate; and such other details as the Customer may reasonably require from time to time. The Parties shall attend meetings to discuss Performance Monitoring Reports Service Level reports ("Performance Review Meetings") on a monthly basis (unless otherwise agreed). The Performance Review Meetings will be the forum for the review by the Supplier and the Customer of the Performance Monitoring Reports. The Performance Review Meetings shall (unless otherwise agreed): take place within one (1) week of the Performance Monitoring Reports reports referred to in paragraph 21.1 above being issued by the Supplier; take place at such location and time (within normal business hours) as the Customer shall reasonably require unless otherwise agreed in advance; be attended by the Supplier's Representative and the Customer's Representative; and be fully minuted by the Supplier. The prepared minutes will be circulated by the Supplier to all attendees at the relevant meeting and also to the Customer's Representative and any other recipients agreed at the relevant meeting. The minutes of the preceding month's Performance Review Meeting will be agreed and signed by both the Supplier's Representative and the Customer's Representative at each meeting. The Customer shall be entitled to raise any additional questions and/or request any further information regarding any failure to achieve Service Levels. The Supplier shall provide to the Customer such supporting documentation as the Customer may reasonably require in order to verify the level of the performance by the Supplier and the calculations of the amount of Service Credits for any specified Service Period.. SATISFACTION SURVEYS In order to assess the level of performance of the Supplier, the Customer may undertake satisfaction surveys in respect of the Supplier's provision of the Services. The Customer shall be entitled to notify the Supplier of any aspects of their performance of the Services which the responses to the Satisfaction Surveys reasonably suggest are not in accordance with the Call Off Contract. All other suggestions for improvements to the Services shall be dealt with as part of the continuous improvement programme pursuant to Clause 17.   ANNEX 1 TO PART B: PERFORMANCE MONITORING [ ]

PERFORMANCE MONITORING AND PERFORMANCE REVIEW. The Supplier shall provide the Customer with performance monitoring reports (“Performance Monitoring Reports”) in accordance with the process and timescales agreed pursuant to paragraph 87.2 1.2 of Part B of this Call Off Schedule 6 above which shall contain, as a minimum, the following information in respect of the relevant Service Period just ended: for each Service Level, the actual performance achieved over the Service Level for the relevant Service Period; a summary of all failures to achieve Service Levels that occurred during that Service Period; any Critical Service Level Failures and details in relation thereto; for any repeat failures, actions taken to resolve the underlying cause and prevent recurrence; the Service Credits to be applied in respect of the relevant period indicating the failures and Service Levels to which the Service Credits relatenot used; and such other details as the Customer may reasonably require from time to time. The Parties shall attend meetings to discuss Performance Monitoring Reports ("Performance Review Meetings") on a monthly basis (unless otherwise agreed). The Performance Review Meetings will be the forum for the review by the Supplier and the Customer of the Performance Monitoring Reports. The Performance Review Meetings shall (unless otherwise agreed): take place within one (1) week of the Performance Monitoring Reports being issued by the Supplier; take place at such location and time (within normal business hours) as the Customer shall reasonably require unless otherwise agreed in advance; be attended by the Supplier's Representative and the Customer's Representative; and be fully minuted by the Supplier. The prepared minutes will be circulated by the Supplier to all attendees at the relevant meeting and also to the Customer's Representative and any other recipients agreed at the relevant meeting. The minutes of the preceding month's Performance Review Meeting will be agreed and signed by both the Supplier's Representative and the Customer's Representative at each meeting. The Customer shall be entitled to raise any additional questions and/or request any further information regarding any failure to achieve Service Levels. The Supplier shall provide to the Customer such supporting documentation as the Customer may reasonably require in order to verify the level of the performance by the Supplier and the calculations of the amount of Service Credits for any specified Service PeriodSupplier.

PERFORMANCE MONITORING AND PERFORMANCE REVIEW. The Supplier shall provide the Customer Contracting Authority with performance monitoring reports (“Performance Monitoring Reports”) in accordance with the process and timescales agreed pursuant to paragraph 87.2 1.2 of Part B of this Call Off Schedule 6 above which shall contain, as a minimum, the following information in respect of the relevant Service Period just ended: for each Service Level, the actual performance achieved over the Service Level for the relevant Service Period; a summary of all failures to achieve Service Levels that occurred during that Service Period; any Critical Service Level Failures and details in relation thereto; for any repeat failures, actions taken to resolve the underlying cause and prevent recurrence; the Service Credits to be applied in respect of the relevant period indicating the failures and Service Levels to which the Service Credits relate; and such other details as the Customer Contracting Authority may reasonably require from time to time. The Parties shall attend meetings to discuss Performance Monitoring Reports ("Performance Review Meetings") on a monthly basis (unless otherwise agreed). The Performance Review Meetings will be the forum for the review by the Supplier and the Customer Contracting Authority of the Performance Monitoring Reports. The Performance Review Meetings shall (unless otherwise agreed): take place within one (1) week of the Performance Monitoring Reports being issued by the Supplier; take place at such location and time (within normal business hours) as the Customer Contracting Authority shall reasonably require unless otherwise agreed in advance; be attended by the Supplier's ’s Representative and the CustomerContracting Authority's Representative; and be fully minuted by the Supplier. The prepared minutes will be circulated by the Supplier to all attendees at the relevant meeting and also to the CustomerContracting Authority's Representative and any other recipients agreed at the relevant meeting. The minutes of the preceding month's Performance Review Meeting will be agreed and signed by both the Supplier's ’s Representative and the CustomerContracting Authority's Representative at each meeting. The Customer Contracting Authority shall be entitled to raise any additional questions and/or request any further information regarding any failure to achieve Service Levels. The Supplier shall provide to the Customer Contracting Authority such supporting documentation as the Customer Contracting Authority may reasonably require in order to verify the level of the performance by the Supplier and the calculations of the amount of Service Credits for any specified Service Period.

PERFORMANCE MONITORING AND PERFORMANCE REVIEW. The Supplier shall provide the Customer with performance monitoring reports (“Performance Monitoring Reports”) in accordance with the process and timescales agreed pursuant to paragraph 87.2 of Part B of this Call Off Schedule 6 1.2 above which shall contain, as a minimum, the following information in respect of the relevant Service Period period just ended: for each Service Level, the actual performance achieved over the Service Level for the relevant Service Periodperiod; a summary of all failures to achieve Service Levels that occurred during that Service Periodperiod; any Critical Service Level Failures and details in relation thereto; for any repeat failures, actions taken to resolve the underlying cause and prevent recurrence; the Service Credits to be applied in respect of the relevant period indicating the failures and Service Levels to which the Service Credits relate; and such other details as the Customer may reasonably require from time to time. The Parties shall attend meetings to discuss Performance Monitoring Reports ("Performance Review Meetings") to discuss Service Level reports ("Performance Monitoring Reports") on a monthly basis (unless otherwise agreed). The Performance Review Meetings will be the forum for the review by the Supplier and the Customer of the Performance Monitoring Reports. The Performance Review Meetings shall (unless otherwise agreed): take place within one (1) week of the Performance Monitoring Reports reports being issued by the Supplier; take place at such location and time (within normal business hours) as the Customer shall reasonably require unless otherwise agreed in advance; be attended by the Supplier's Supplier Representative and the Customer's Customer Representative; and be fully minuted by the Supplier. The prepared minutes will be circulated by the Supplier to all attendees at the relevant meeting and also to the Customer's Customer Representative and any other recipients agreed at the relevant meeting. The minutes of the preceding month's Performance Review Meeting will be agreed and signed by both the Supplier's Supplier Representative and the Customer's Customer Representative at each meeting. The Customer shall be entitled to raise any additional questions and/or request any further information regarding any failure to achieve Service Levels. The Supplier shall provide to the Customer such supporting documentation as the Customer may reasonably require in order to verify the level of the performance by the Supplier and the calculations of the amount of Service Credits for any specified Service Periodperiod.

PERFORMANCE MONITORING AND PERFORMANCE REVIEW. The Supplier shall provide the Customer with performance monitoring reports (“Performance Monitoring Reports”) in accordance with the process and timescales agreed pursuant to paragraph 87.2 79.2 of Part B of this Call Off Schedule 6 above which shall contain, as a minimum, the following information in respect of the relevant Service Period just ended: for each Service Level, the actual performance achieved over the Service Level for the relevant Service Period; a summary of all failures to achieve Service Levels that occurred during that Service Period; any Critical Service Level Failures and details in relation thereto; for any repeat failures, actions taken to resolve the underlying cause and prevent recurrence; the Service Credits to be applied in respect of the relevant period indicating the failures and Service Levels to which the Service Credits relate; and such other details as the Customer may reasonably require from time to time. The Parties shall attend meetings to discuss Performance Monitoring Reports ("Performance Review Meetings") on a monthly basis (unless otherwise agreed). The Performance Review Meetings will be the forum for the review by the Supplier and the Customer of the Performance Monitoring Reports. The Performance Review Meetings shall (unless otherwise agreed): take place within one (1) week of the Performance Monitoring Reports being issued by the Supplier; take place at such location and time (within normal business hours) as the Customer shall reasonably require unless otherwise agreed in advance; be attended by the Supplier's Representative and the Customer's Representative; and be fully minuted by the Supplier. The prepared minutes will be circulated by the Supplier to all attendees at the relevant meeting and also to the Customer's Representative and any other recipients agreed at the relevant meeting. The minutes of the preceding month's Performance Review Meeting will be agreed and signed by both the Supplier's Representative and the Customer's Representative at each meeting. The Customer shall be entitled to raise any additional questions and/or request any further information regarding any failure to achieve Service Levels. The Supplier shall provide to the Customer such supporting documentation as the Customer may reasonably require in order to verify the level of the performance by the Supplier and the calculations of the amount of Service Credits for any specified Service Period.

PERFORMANCE MONITORING AND PERFORMANCE REVIEW. The Supplier shall provide the Customer with performance monitoring reports (“Performance Monitoring Reports”) in accordance with the process and timescales agreed pursuant to paragraph 87.2 92.2 of Part B of this Call Off Schedule 6 above which shall contain, as a minimum, the following information in respect of the relevant Service Period just ended: for each Service Level, the actual performance achieved over the Service Level for the relevant Service Period; a summary of all failures to achieve Service Levels that occurred during that Service Period; any Critical Service Level Failures and details in relation thereto; for any repeat failures, actions taken to resolve the underlying cause and prevent recurrence; the Service Credits to be applied in respect of the relevant period indicating the failures and Service Levels to which the Service Credits relate; and such other details as the Customer may reasonably require from time to time. The Parties shall attend meetings to discuss Performance Monitoring Reports ("Performance Review Meetings") on a monthly basis (unless otherwise agreed). The Performance Review Meetings will be the forum for the review by the Supplier and the Customer of the Performance Monitoring Reports. The Performance Review Meetings shall (unless otherwise agreed): take place within one (1) week of the Performance Monitoring Reports being issued by the Supplier; take place at such location and time (within normal business hours) as the Customer shall reasonably require unless otherwise agreed in advance; be attended by the Supplier's Representative and the Customer's Representative; and be fully minuted by the Supplier. The prepared minutes will be circulated by the Supplier to all attendees at the relevant meeting and also to the Customer's Representative and any other recipients agreed at the relevant meeting. The minutes of the preceding month's Performance Review Meeting will be agreed and signed by both the Supplier's Representative and the Customer's Representative at each meeting. The Customer shall be entitled to raise any additional questions and/or request any further information regarding any failure to achieve Service Levels. The Supplier shall provide to the Customer such supporting documentation as the Customer may reasonably require in order to verify the level of the performance by the Supplier and the calculations of the amount of Service Credits for any specified Service Period.

PERFORMANCE MONITORING AND PERFORMANCE REVIEW. The Supplier shall provide the Customer with performance monitoring reports (“Performance Monitoring Reports”) in accordance with the process and timescales agreed pursuant to paragraph 87.2 74.19 of Part B of this Call Off Contract Schedule 6 above which shall contain, as a minimum, the following information in respect of the relevant Service Period just ended: for each Service Level, the actual performance achieved over the Service Level for the relevant Service Period; a summary of all failures to achieve Service Levels that occurred during that Service Period; any Critical Service Level Failures and details in relation thereto; for any repeat failures, actions taken to resolve the underlying cause and prevent recurrence; the Service Credits to be applied in respect of the relevant period indicating the failures and Service Levels to which the Service Credits relate; and such other details as the Customer may reasonably require from time to time. The Parties shall attend meetings to discuss Performance Monitoring Reports ("Performance Review Meetings") on a monthly basis (unless otherwise agreed). The Performance Review Meetings will be the forum for the review by the Supplier and the Customer of the Performance Monitoring Reports. The Performance Review Meetings shall (unless otherwise agreed): take place within one (1) week of the Performance Monitoring Reports being issued by the Supplier; take place at such location and time (within normal business hours) as the Customer shall reasonably require unless otherwise agreed in advance; be attended by the Supplier's Suppliers Representative and the Customer's Representative; and be fully minuted by the Supplier. The prepared minutes will be circulated by the Supplier to all attendees at the relevant meeting and also to the Customer's Representative and any other recipients agreed at the relevant meeting. The minutes of the preceding month's Performance Review Meeting will be agreed and signed by both the Supplier's Suppliers Representative and the Customer's Representative at each meeting. The Customer shall be entitled to raise any additional questions and/or request any further information regarding any failure to achieve Service Levels. The Supplier shall provide to the Customer such supporting documentation as the Customer may reasonably require in order to verify the level of the performance by the Supplier and the calculations of the amount of Service Credits for any specified Service Period.

PERFORMANCE MONITORING AND PERFORMANCE REVIEW. The Supplier shall provide the Customer with performance monitoring reports (“Performance Monitoring Reports”) in accordance with the process and timescales agreed pursuant to paragraph 87.2 1.2 of Part B of this Call Off Schedule 6 above which shall contain, as a minimum, the following information in respect of the relevant Service Period just ended: for each Service Level, the actual performance achieved over the Service Level for the relevant Service Period; a summary of all failures to achieve Service Levels that occurred during that Service Period; any Critical Service Level Failures and details in relation thereto; for any repeat failures, actions taken to resolve the underlying cause and prevent recurrence; the Service Credits to be applied in respect of the relevant period indicating the failures and Service Levels to which the Service Credits relate; and such other details as the Customer may reasonably require from time to time. The Parties shall attend meetings to discuss Performance Monitoring Reports ("Performance Review Meetings") on a monthly basis (unless otherwise agreedbe be agreed with client whether quarterly face to face meetings and telephone monthly calls are required). The Performance Review Meetings will be the forum for the review by the Supplier and the Customer of the Performance Monitoring Reports. The Performance Review Meetings shall (unless otherwise agreed): take place within one (1) week of the Performance Monitoring Reports being issued by the Supplier; take place at such location and time (within normal business hours) as the Customer shall reasonably require unless otherwise agreed in advance; be attended by the Supplier's Representative and the Customer's Representative; and be fully minuted by the Supplier. The prepared minutes will be circulated by the Supplier to all attendees at the relevant meeting and also to the Customer's Representative and any other recipients agreed at the relevant meeting. The minutes of the preceding month's Performance Review Meeting will be agreed and signed by both the Supplier's Representative and the Customer's Representative at each meeting. The Customer shall be entitled to raise any additional questions and/or request any further information regarding any failure to achieve Service Levels. The Supplier shall provide to the Customer such supporting documentation as the Customer may reasonably require in order to verify the level of the performance by the Supplier and the calculations of the amount of Service Credits for any specified Service Period.

PERFORMANCE MONITORING AND PERFORMANCE REVIEW. The Supplier shall provide the Customer with performance monitoring reports (“Performance Monitoring Reports”) in accordance with the process and timescales agreed pursuant to paragraph 87.2 of Part B of this Call Off Schedule 6 21.2 above which shall contain, as a minimum, the following information in respect of the relevant Service Period just ended: for each Service Level, the actual performance achieved over the Service Level for the relevant Service Period; a summary of all failures to achieve Service Levels that occurred during that Service Period; any Critical Service Level Failures and details in relation thereto; for any repeat failures, actions taken to resolve the underlying cause and prevent recurrence; the Service Credits to be applied in respect of the relevant period indicating the failures and Service Levels to which the Service Credits relate; and such other details as the Customer may reasonably require from time to timetime including details of any Service Failures. The Parties shall attend meetings to discuss Performance Monitoring Reports Service Level reports ("Performance Review Meetings") on a monthly basis (unless otherwise agreed). The Performance Review Meetings will be the forum for the review by the Supplier and the Customer of the Performance Monitoring Reports. The Performance Review Meetings shall (unless otherwise agreed): take place within one (1) week of the Performance Monitoring Reports reports referred to in paragraph 23.1 above being issued by the Supplier; take place at such location and time (within normal business hours) as the Customer shall reasonably require unless otherwise agreed in advance; be attended by the Supplier's Representative and the Customer's Representative; and be fully minuted by the Supplier. The prepared minutes will be circulated by the Supplier to all attendees at the relevant meeting and also to the Customer's Representative and any other recipients agreed at the relevant meeting. The minutes of the preceding month's Performance Review Meeting will be agreed and signed by both the Supplier's Representative and the Customer's Representative at each meeting. The Customer shall be entitled to raise any additional questions and/or request any further information including regarding any failure to achieve Service LevelsLevels and any Critical Service Failures. The Supplier shall provide to the Customer such supporting documentation as the Customer may reasonably require in order to verify the level of the performance by the Supplier and the calculations of the amount of Service Credits for any specified Service Period.. SATISFACTION SURVEYS In order to assess the level of performance of the Supplier, the Customer may undertake satisfaction surveys in respect of the Supplier's provision of the Services. The Customer shall be entitled to notify the Supplier of any aspects of their performance of the Services which the responses to the Satisfaction Surveys reasonably suggest are not in accordance with the Call Off Contract. All other suggestions for improvements to the Services shall be dealt with as part of the continuous improvement programme pursuant to Clause 17. ANNEX 1 TO PART B: PERFORMANCE MONITORING [ ]

PERFORMANCE MONITORING AND PERFORMANCE REVIEW. The Supplier shall provide the Customer with performance monitoring reports (“Performance Monitoring Reports”) in accordance with the process and timescales agreed pursuant to paragraph 87.2 12.2 of Part B of this Call Off Schedule 6 above which shall contain, as a minimum, the following information in respect of the relevant Service Period just ended: for each Service Level, the actual performance achieved over the Service Level for the relevant Service Period; a summary of all failures to achieve Service Levels that occurred during that Service Period; any Critical Service Level Failures and details in relation thereto; for any repeat failures, actions taken to resolve the underlying cause and prevent recurrence; the Service Credits to be applied in respect of the relevant period indicating the failures and Service Levels to which the Service Credits relate; and such other details as the Customer may reasonably require from time to time. The Parties shall attend meetings to discuss Performance Monitoring Reports ("Performance Review Meetings") on a monthly basis (unless otherwise agreed). The Performance Review Meetings will be the forum for the review by the Supplier and the Customer of the Performance Monitoring Reports. The Performance Review Meetings shall (unless otherwise agreed): take place within one (1) week of the Performance Monitoring Reports being issued by the Supplier; take place at such location and time (within normal business hours) as the Customer shall reasonably require unless otherwise agreed in advance; be attended by the Supplier's Representative and the Customer's Representative; and be fully minuted by the Supplier. The prepared minutes will be circulated by the Supplier to all attendees at the relevant meeting and also to the Customer's Representative and any other recipients agreed at the relevant meeting. The minutes of the preceding month's Performance Review Meeting will be agreed and signed by both the Supplier's Representative and the Customer's Representative at each meeting. The Customer shall be entitled to raise any additional questions and/or request any further information regarding any failure to achieve Service Levels. The Supplier shall provide to the Customer such supporting documentation as the Customer may reasonably require in order to verify the level of the performance by the Supplier and the calculations of the amount of Service Credits for any specified Service Period.

PERFORMANCE MONITORING AND PERFORMANCE REVIEW. The Supplier shall provide the Customer Contracting Body with performance monitoring reports (“Performance Monitoring Reports”) in accordance with the process and timescales agreed pursuant to paragraph 87.2 of Part B of this Call Off Schedule 6 1.2 above which shall contain, as a minimum, the following information in respect of the relevant Service Period just ended: for each Service Level, the actual performance achieved over the Service Level for the relevant Service Period; ended (“Performance Monitoring Reports”): a summary of all failures to achieve Service Levels that occurred during that Service Periodperiod; any Critical Service Level Failures and details in relation thereto; for any repeat failures, actions taken to resolve the underlying cause and prevent recurrence; and the Service Credits to be applied in respect of the relevant period indicating the failures and Service Levels to which the Service Credits relate; and such other details as the Customer may reasonably require from time to time. The Parties shall attend meetings to discuss Performance Monitoring Reports Service Level reports ("Performance Review Meetings") on a monthly quarterly basis (unless otherwise agreed). The Performance Review Meetings will be the forum for the review by the Supplier and the Customer Contracting Body of the Performance Monitoring Reports. The Performance Review Meetings shall (unless otherwise agreed): take place within one (1) week of the Performance Monitoring Reports Report being issued by the Supplier; take place at such location and time (via audioconference within normal business hours) as the Customer shall reasonably require hours or unless otherwise as agreed in advance; be attended by the Supplier's Representative representative and the Customer's Contracting Body Representative; and be fully minuted recorded by the Supplier. The prepared minutes will be circulated by the Supplier to all attendees at the relevant meeting and also to the Customer's Contracting Body Representative and any other recipients agreed at the relevant meeting. The minutes of the preceding month's Performance Review Meeting will be agreed and signed by both the Supplier's Representative representative and the Customer's Contracting Body Representative at each meeting. The Customer Contracting Body shall be entitled to raise any additional questions and/or request any further information regarding any failure to achieve Service Levels. The Supplier shall provide to the Customer Contracting Body such supporting documentation as the Customer Contracting Body may reasonably require in order to verify the level of the performance by the Supplier and the calculations of the amount of Service Credits for any specified Service Periodperiod.

PERFORMANCE MONITORING AND PERFORMANCE REVIEW. The Supplier shall provide the Customer with performance monitoring reports (“Performance Monitoring Reports”) in accordance with the process and timescales agreed pursuant to paragraph 87.2 1.2 of Part B of this Call Off Lease Agreement Schedule 6 above which shall contain, as a minimum, the following information in respect of the relevant Service Period just ended: for each Service Level, the actual performance achieved over the Service Level for the relevant Service Period; a summary of all failures to achieve Service Levels that occurred during that Service Period; any Critical Service Level Failures and details in relation thereto; for any repeat failures, actions taken to resolve the underlying cause and prevent recurrence; the Service Credits to be applied in respect of the relevant period indicating the failures and Service Levels to which the Service Credits relate; and such other details as the Customer may reasonably require from time to time. The Parties shall attend meetings to discuss Performance Monitoring Reports ("Performance Review Meetings") on a monthly basis (unless otherwise agreed). The Performance Review Meetings will be the forum for the review by the Supplier and the Customer of the Performance Monitoring Reports. The Performance Review Meetings shall (unless otherwise agreed): take place within one (1) week of the Performance Monitoring Reports being issued by the Supplier; take place at such location and time (within normal business hours) as the Customer shall reasonably require unless otherwise agreed in advance; be attended by the Supplier's Representative and the Customer's Representative; and be fully minuted by the Supplier. The prepared minutes will be circulated by the Supplier to all attendees at the relevant meeting and also to the Customer's Representative and any other recipients agreed at the relevant meeting. The minutes of the preceding month's Performance Review Meeting will be agreed and signed by both the Supplier's Representative and the Customer's Representative at each meeting. The Customer shall be entitled to raise any additional questions and/or request any further information regarding any failure to achieve Service Levels. The Supplier shall provide to the Customer such supporting documentation as the Customer may reasonably require in order to verify the level of the performance by the Supplier and the calculations of the amount of Service Credits for any specified Service Period. The Supplier shall manage the Lease Agreement for Lots 1 and 2, by utilising the sout in clause 3.6, which provides escalation routes and enables development of the key strategies at senior levels. The Supplier shall agree the level of engagement and frequency with Contracting Authorities within one (1) month of the Lease Agreement Commencement Date, but as a minimum this shall include the following for Lots 1 and 2: Frequency Status Format Attendees Information Required Monthly Operational Meeting or telephone conference To be agreed at Implementation Monthly MI Highlight Report Quarterly Operational Meeting To be agreed at Implementation Highlight Report Dashboard Continuous Improvement Plan Bi-annually Operational / Strategic Meeting To be agreed at Implementation Dashboard, Mid-Year Review and Forecast Report Annually Strategic Meeting To be agreed at Implementation Dashboard, End of Year Review and Forecast Report The Supplier’s Lease Agreement Manager shall ensure where Service Levels are not being met, that appropriate extra resources are committed promptly and action is taken to resolve any issues to the satisfaction of Contracting Authorities which may include a Performance Improvement Plan (PIP).

PERFORMANCE MONITORING AND PERFORMANCE REVIEW. The Supplier shall provide the Customer Contracting Authority with performance monitoring reports (“Performance Monitoring Reports”) in accordance with the process and timescales agreed pursuant to paragraph 87.2 77.2 of Part B of this Call Off Schedule 6 above which shall contain, as a minimum, the following information in respect of the relevant Service Period just ended: for each Service Level, the actual performance achieved over the Service Level for the relevant Service Period; a summary of all failures to achieve Service Levels that occurred during that Service Period; any Critical Service Level Failures and details in relation thereto; for any repeat failures, actions taken to resolve the underlying cause and prevent recurrence; the Service Credits to be applied in respect of the relevant period indicating the failures and Service Levels to which the Service Credits relate; and such other details as the Customer Contracting Authority may reasonably require from time to time. The Parties shall attend meetings to discuss Performance Monitoring Reports ("Performance Review Meetings") on a monthly basis (unless otherwise agreed). The Performance Review Meetings will be the forum for the review by the Supplier and the Customer Contracting Authority of the Performance Monitoring Reports. The Performance Review Meetings shall (unless otherwise agreed): take place within one (1) week of the Performance Monitoring Reports being issued by the Supplier; take place at such location and time (within normal business hours) as the Customer Contracting Authority shall reasonably require unless otherwise agreed in advance; be attended by the Supplier's ’s Representative and the CustomerContracting Authority's Representative; and be fully minuted by the Supplier. The prepared minutes will be circulated by the Supplier to all attendees at the relevant meeting and also to the CustomerContracting Authority's Representative and any other recipients agreed at the relevant meeting. The minutes of the preceding month's Performance Review Meeting will be agreed and signed by both the Supplier's ’s Representative and the CustomerContracting Authority's Representative at each meeting. The Customer Contracting Authority shall be entitled to raise any additional questions and/or request any further information regarding any failure to achieve Service Levels. The Supplier shall provide to the Customer Contracting Authority such supporting documentation as the Customer Contracting Authority may reasonably require in order to verify the level of the performance by the Supplier and the calculations of the amount of Service Credits for any specified Service Period.

PERFORMANCE MONITORING AND PERFORMANCE REVIEW. The Supplier shall provide the Customer with performance monitoring reports (“Performance Monitoring Reports”) in accordance with the process and timescales agreed pursuant to paragraph 87.2 1.2 of Part B of this Call Off Schedule 6 above which shall contain, as a minimum, the following information in respect of the relevant Service Period just ended: for each Service Level, the actual performance achieved over the Service Level for the relevant Service Period; a summary of all failures to achieve Service Levels that occurred during that Service Period; any Critical Service Level Failures and details in relation thereto; for any repeat failures, actions taken to resolve the underlying cause and prevent recurrence; the Service Credits to be applied in respect of the relevant period indicating the failures and Service Levels to which the Service Credits relate; and such other details as the Customer may reasonably require from time to time. The Parties shall attend meetings to discuss Performance Monitoring Reports ("Performance Review Meetings") on a monthly basis (unless otherwise agreed). The Performance Review Meetings will be the forum for the review by the Supplier and the Customer of the Performance Monitoring Reports. The Performance Review Meetings shall (unless otherwise agreed): take place within one (1) week of the Performance Monitoring Reports being issued by the Supplier; take place at such location and time (within normal business hours) as the Customer shall reasonably require unless otherwise agreed in advance; be attended by the Supplier's Representative and the Customer's Representative; and be fully minuted by the Supplier. The prepared minutes will be circulated by the Supplier to all attendees at the relevant meeting and also to the Customer's Representative and any other recipients agreed at the relevant meeting. The minutes of the preceding month's Performance Review Meeting will be agreed and signed by both the Supplier's Representative and the Customer's Representative at each meeting. The Customer shall be entitled to raise any additional questions and/or request any further information regarding any failure to achieve Service Levels. The Supplier shall provide to the Customer such supporting documentation as the Customer may reasonably require in order to verify the level of the performance by the Supplier and the calculations of the amount of Service Credits for any specified Service Period.

PERFORMANCE MONITORING AND PERFORMANCE REVIEW. In addition to any more specific obligations imposed by the Contract, it shall be the duty of the Supplier to provide the Services to the Contract Standard, which in all respects shall be to the reasonable satisfaction of the Customer. The Supplier will be proactive when managing the Contract including, but not limited, to: dealing with and resolving complaints; slippages in performance or service standards; identifying and presenting opportunities to secure additional savings building and working with Sub-Contractors utilised in the execution of the Contract to maintain a wide and diverse Candidate pool. The Supplier shall also be proactive in broaching with the Contract Manager any opportunities and/or issues (potential or actual) that affect or may affect the above. The Supplier shall provide the Customer with performance monitoring reports (“Performance Monitoring Reports”) in accordance with the process and timescales agreed pursuant to paragraph 87.2 of Part B of this Call Off Schedule 6 1.2 above which shall contain, as a minimum, the following information in respect of the relevant Service Period period just ended: for each Service Level, the actual performance achieved over the Service Level for the relevant Service Periodperiod; a summary of all failures to achieve Service Levels that occurred during that Service Periodperiod; any Critical Service Level Failures and details in relation thereto; for any repeat failures, actions taken to resolve the underlying cause and prevent recurrence; the Service Credits to be applied in respect of the relevant period indicating the failures and Service Levels to which the Service Credits relate; Financial, e.g. during the period as specified by the Customer, the total value of the Services requested and provided by the Customer, details of the payments received from the Customer, savings achieved by the Customer etc.; Process/Operations, e.g. details of the Candidates Introduced, fill rates, response times, invoicing and timesheets etc.; Customer and quality, e.g. complaints made, complaints resolved, quality of the Candidates put forward etc.; and evaluation and review of the Contract including, without limitation, the performance of its Staff involved in the supply of the Services and Sub-Contractors utilised in the execution of the Contract; and such other details as the Customer may reasonably require from time to time, including, but not limited to, any specific Candidate details referred to in the Call-Off Terms or the Contract Agreement. The Supplier warrants that the Service Information referred to in paragraph 3.3 above is complete and accurate as at the date upon which it is delivered to the Customer and that the information does not contain any data or statement which gives rise to any liability on the part of the Customer following publication of the same. In the event that the Service Information ceases to be complete and/or accurate, the Supplier shall promptly notify the Customer in writing of any modification or addition to or any inaccuracy or omission in the Service Information provided. The Parties shall attend meetings to discuss Performance Monitoring Reports Service Level reports and to monitor and assess the Supplier’s and any Sub-Contractor’s performance of the Services pursuant to the Contact ("Performance Review Meetings") on a monthly basis (unless otherwise agreed). The Performance Review Meetings will be the forum for the review by the Supplier and the Customer of the Performance Monitoring ReportsReports and the Supplier shall answer such questions regarding its and/or its Sub-Contractors performance as the Customer may reasonably require. The Performance Review Meetings shall (unless otherwise agreed): take place within one (1) week of the Performance Monitoring Reports reports being issued by the Supplier; , but in exceptional circumstances, the Customer reserves the right to give the Supplier not less than three (3) Working Days’ notice of the Performance Review Meeting. during and immediately after Implementation take place on at least Monthly (or more frequently if required) basis and thereafter quarterly or six (6) Monthly, as agreed between the Parties take place at such location and time (within normal business hours) as the Customer shall reasonably require unless otherwise agreed in advance; be attended by at the Customer’s Contract Manager and the Supplier's Representative Account Manager and any other suitably senior personnel involved in the Customer's Representativeprovision of the Services as the Customer shall reasonably require; and be fully minuted by the Supplier. The prepared minutes will be circulated by the Supplier to all attendees at the relevant meeting and also to the Customer's Representative representative and any other recipients agreed at the relevant meeting. The minutes of the preceding month's Performance Review Meeting will be agreed and signed by both the Supplier's Representative Account Manager and the Customer's Representative Contract Manager at each meeting. The Supplier’s attendance at the Performance Review Meetings referred to in this paragraph 3.2 is essential and will be at no cost to the Customer. The Customer shall be entitled to raise any additional questions and/or request any further information regarding any failure to achieve Service Levels. The Supplier shall provide to the Customer such supporting documentation as the Customer may reasonably require in order to verify the level of the performance by the Supplier and the calculations of the amount of Service Credits for any specified Service Periodperiod. The Customer reserves the right to request additional meetings where necessary to address any matters arising in between the Contract performance review meetings. Such requests shall not be made unreasonably and again will be at no cost to the Customer. SATISFACTION SURVEYS In order to assess the level of performance of the Supplier, the Customer may undertake satisfaction surveys in respect of the Supplier's provision of the Services (“Satisfaction Surveys”). The Customer shall be entitled to notify the Supplier of any aspects of their performance of the Services which the responses to the Satisfaction Surveys reasonably suggest are not in accordance with the Contract. All other suggestions for improvements to the Services shall be dealt with as part of the continuous improvement programme pursuant to Clause 9.

PERFORMANCE MONITORING AND PERFORMANCE REVIEW. The Supplier shall provide the Customer with performance monitoring reports (“Performance Monitoring Reports”) in accordance with the process and timescales agreed pursuant to paragraph 87.2 86.2 of Part B of this Call Call-Off Schedule 6 above which shall contain, as a minimum, the following information in respect of the relevant Service Period just ended: for each Service Level, the actual performance achieved over the Service Level for the relevant Service Period; a summary of all failures to achieve Service Levels that occurred during that Service Period; any Critical Service Level Failures and details in relation thereto; for any repeat failures, actions taken to resolve the underlying cause and prevent recurrence; the Service Credits to be applied in respect of the relevant period indicating the failures and Service Levels to which the Service Credits relate; and such other details as the Customer may reasonably require from time to time. The Parties shall attend meetings to discuss Performance Monitoring Reports ("Performance Review Meetings") on a monthly basis (unless otherwise agreed). The Performance Review Meetings will be the forum for the review by the Supplier and the Customer of the Performance Monitoring Reports. The Performance Review Meetings shall (unless otherwise agreed): take place within one (1) week of the Performance Monitoring Reports being issued by the Supplier; take place at such location and time (within normal business hours) as the Customer shall reasonably require unless otherwise agreed in advance; be attended by the Supplier's Representative and the Customer's Representative; and be fully minuted by the Supplier. The prepared minutes will be circulated by the Supplier to all attendees at the relevant meeting and also to the Customer's Representative and any other recipients agreed at the relevant meeting. The minutes of the preceding month's Performance Review Meeting will be agreed and signed by both the Supplier's Representative and the Customer's Representative at each meeting. The Customer shall be entitled to raise any additional questions and/or request any further information regarding any failure to achieve Service Levels. The Supplier shall provide to the Customer such supporting documentation as the Customer may reasonably require in order to verify the level of the performance by the Supplier and the calculations of the amount of Service Credits for any specified Service Period.

PERFORMANCE MONITORING AND PERFORMANCE REVIEW. The Supplier shall provide the Customer with performance monitoring reports (“Performance Monitoring Reports”) in accordance with the process and timescales agreed pursuant to paragraph 87.2 1.2 of Part B of this Call Off Contract Schedule 6 above which shall contain, as a minimum, the following information in respect of the relevant Service Period just ended: for each Service Level, the actual performance achieved over the Service Level for the relevant Service Period; a summary of all failures to achieve Service Levels that occurred during that Service Period; any Critical Service Level Failures and details in relation thereto; for any repeat failures, actions taken to resolve the underlying cause and prevent recurrence; the Service Credits to be applied in respect of the relevant period indicating the failures and Service Levels to which the Service Credits relate; and such other details as the Customer may reasonably require from time to time. The Parties shall attend meetings to discuss Performance Monitoring Reports ("Performance Review Meetings") on a monthly basis (unless otherwise agreed). The Performance Review Meetings will be the forum for the review by the Supplier and the Customer of the Performance Monitoring Reports. The Performance Review Meetings shall (unless otherwise agreed): take place within one (1) week of the Performance Monitoring Reports being issued by the Supplier; take place at such location and time (within normal business hours) as the Customer shall reasonably require unless otherwise agreed in advance; be attended by the Supplier's Suppliers Representative and the Customer's Representative; and be fully minuted by the Supplier. The prepared minutes will be circulated by the Supplier to all attendees at the relevant meeting and also to the Customer's Representative and any other recipients agreed at the relevant meeting. The minutes of the preceding month's Performance Review Meeting will be agreed and signed by both the Supplier's Suppliers Representative and the Customer's Representative at each meeting. The Customer shall be entitled to raise any additional questions and/or request any further information regarding any failure to achieve Service Levels. The Supplier shall provide to the Customer such supporting documentation as the Customer may reasonably require in order to verify the level of the performance by the Supplier and the calculations of the amount of Service Credits for any specified Service Period.

PERFORMANCE MONITORING AND PERFORMANCE REVIEW. The Supplier shall provide the Customer with performance monitoring reports (“Performance Monitoring Reports”) in accordance with the process and timescales agreed pursuant to paragraph 87.2 89.2 of Part B of this Call Off Schedule 6 above which shall contain, as a minimum, the following information in respect of the relevant Service Period just ended: for each Service Level, the actual performance achieved over the Service Level for the relevant Service Period; a summary of all failures to achieve Service Levels that occurred during that Service Period; any Critical Service Level Failures and details in relation thereto; for any repeat failures, actions taken to resolve the underlying cause and prevent recurrence; the Service Credits to be applied in respect of the relevant period indicating the failures and Service Levels to which the Service Credits relate; and such other details as the Customer may reasonably require from time to time. The Parties shall attend meetings to discuss Performance Monitoring Reports ("Performance Review Meetings") on a monthly basis (unless otherwise agreed). The Performance Review Meetings will be the forum for the review by the Supplier and the Customer of the Performance Monitoring Reports. The Performance Review Meetings shall (unless otherwise agreed): take place within one (1) week of the Performance Monitoring Reports being issued by the Supplier; take place at such location and time (within normal business hours) as the Customer shall reasonably require unless otherwise agreed in advance; be attended by the Supplier's Representative and the Customer's Representative; and be fully minuted by the Supplier. The prepared minutes will be circulated by the Supplier to all attendees at the relevant meeting and also to the Customer's Representative and any other recipients agreed at the relevant meeting. The minutes of the preceding month's Performance Review Meeting will be agreed and signed by both the Supplier's Representative and the Customer's Representative at each meeting. The Customer shall be entitled to raise any additional questions and/or request any further information regarding any failure to achieve Service Levels. The Supplier shall provide to the Customer such supporting documentation as the Customer may reasonably require in order to verify the level of the performance by the Supplier and the calculations of the amount of Service Credits for any specified Service Period.

PERFORMANCE MONITORING AND PERFORMANCE REVIEW. The Supplier shall provide the Customer with performance monitoring reports (“Performance Monitoring Reports”) in accordance with the process and timescales agreed pursuant to paragraph 87.2 17.2 of Part B of this Call Off Schedule 6 above which shall contain, as a minimum, the following information in respect of the relevant Service Period just ended: for each Service Level, the actual performance achieved over the Service Level for the relevant Service Period; a summary of all failures to achieve Service Levels that occurred during that Service Period; any Critical Service Level Failures and details in relation thereto; for any repeat failures, actions taken to resolve the underlying cause and prevent recurrence; the Service Credits to be applied in respect of the relevant period indicating the failures and Service Levels to which the Service Credits relate; and such other details as the Customer may reasonably require from time to time. The Parties shall attend meetings to discuss Performance Monitoring Reports ("Performance Review Meetings") on a monthly basis (unless otherwise agreed). The Performance Review Meetings will be the forum for the review by the Supplier and the Customer of the Performance Monitoring Reports. The Performance Review Meetings shall (unless otherwise agreed): take place within one (1) week of the Performance Monitoring Reports being issued by the Supplier; take place at such location and time (within normal business hours) as the Customer shall reasonably require unless otherwise agreed in advance; be attended by the Supplier's Representative and the Customer's Representative; and be fully minuted by the Supplier. The prepared minutes will be circulated by the Supplier to all attendees at the relevant meeting and also to the Customer's Representative and any other recipients agreed at the relevant meeting. The minutes of the preceding month's Performance Review Meeting will be agreed and signed by both the Supplier's Representative and the Customer's Representative at each meeting. The Customer shall be entitled to raise any additional questions and/or request any further information regarding any failure to achieve Service Levels. The Supplier shall provide to the Customer such supporting documentation as the Customer may reasonably require in order to verify the level of the performance by the Supplier and the calculations of the amount of Service Credits for any specified Service Period.

PERFORMANCE MONITORING AND PERFORMANCE REVIEW. The Supplier shall provide the Customer with performance monitoring reports (“Performance Monitoring Reports”) in accordance with the process and timescales agreed pursuant to paragraph 87.2 1.2 of Part B of this Call Off Schedule 6 above which shall contain, as a minimum, the following information in respect of the relevant Service Period just ended: for each Service Level, the actual performance achieved over the Service Level for the relevant Service Period; a summary of all failures to achieve Service Levels that occurred during that Service Period; any Critical Service Level Failures and details in relation thereto; for any repeat failures, actions taken to resolve the underlying cause and prevent recurrence; the Service Credits to be applied in respect of the relevant period indicating the failures and Service Levels to which the Service Credits relate; and such other details as the Customer may reasonably require from time to time. The Parties shall attend meetings to discuss Performance Monitoring Reports ("Performance Review Meetings") on a monthly basis (unless otherwise agreed). The Performance Review Meetings will be the forum for the review by the Supplier and the Customer of the Performance Monitoring Reports. The Performance Review Meetings shall (unless otherwise agreed): take place within one (1) week of the Performance Monitoring Reports being issued by the Supplier; take place at such location and time (within normal business hours) as the Customer shall reasonably require unless otherwise agreed in advance; be attended by the Supplier's Representative and the Customer's Representative; and be fully minuted by the Supplier. The prepared minutes will be circulated by the Supplier to all attendees at the relevant meeting and also to the Customer's Representative and any other recipients agreed at the relevant meeting. The minutes of the preceding month's Performance Review Meeting will be agreed and signed by both the Supplier's Representative and the Customer's Representative at each meeting. The Customer shall be entitled to raise any additional questions and/or request any further information regarding any failure to achieve Service Levels. The Supplier shall provide to the Customer such supporting documentation as the Customer may reasonably require in order to verify the level of the performance by the Supplier and the calculations of the amount of Service Credits for any specified Service Period. The Supplier shall manage the Call Off Contract for Lots 2, 3, 4, 5 and 6 by utilising the Contracting Authorities tiered Supplier Relationship Management (SRM) approach as set out in clause 3.6, which provides escalation routes and enables development of the key strategies at senior levels. The Supplier shall agree the level of engagement and frequency with Contracting Authorities within one (1) month of the Call Off Contract Commencement Date, but as a minimum this shall include the following for Lots 2, 3, 4, 5 and 6: Frequency Status Format Attendees Information Required Monthly Operational Meeting or telephone conference To be agreed at Implementation Monthly MI Highlight Report Quarterly Operational Meeting To be agreed at Implementation Highlight Report Dashboard Continuous Improvement Plan Bi-annually Operational / Strategic Meeting To be agreed at Implementation Dashboard, Mid-Year Review and Forecast Report Annually Strategic Meeting To be agreed at Implementation Dashboard, End of Year Review and Forecast Report The Supplier’s Call Off Contract Manager shall ensure where Service Levels are not being met, that appropriate extra resources are committed promptly and action is taken to resolve any issues to the satisfaction of Contracting Authorities which may include a Performance Improvement Plan (PIP).

PERFORMANCE MONITORING AND PERFORMANCE REVIEW. The Supplier shall provide the Customer with performance monitoring reports (“Performance Monitoring Reports”) in accordance with the process and timescales agreed pursuant to paragraph 87.2 79.2 of Part B of this Call Off Schedule 6 above which shall contain, as a minimum, the following information in respect of the relevant Service Period just ended: for each Service Level, the actual performance achieved over the Service Level for the relevant Service Period; a summary of all failures to achieve Service Levels that occurred during that Service Period; any Critical Service Level Failures and details in relation thereto; for any repeat failures, actions taken to resolve the underlying cause and prevent recurrence; the Service Credits to be applied in respect of the relevant period indicating the failures and Service Levels to which the Service Credits relate; and such other details as the Customer may reasonably require from time to time. The Parties shall attend meetings to discuss Performance Monitoring Reports ("Performance Review Meetings") on a monthly basis (unless otherwise agreed). The Performance Review Meetings will be the forum for the review by the Supplier and the Customer of the Performance Monitoring Reports. The Performance Review Meetings shall (unless otherwise agreed): take place within one (1) week of the Performance Monitoring Reports being issued by the Supplier; take place at such location and time (within normal business hours) as the Customer shall reasonably require unless otherwise agreed in advance; be attended by the Supplier's Representative and the Customer's Representative; and be fully minuted by the Supplier. The prepared minutes will be circulated by the Supplier to all attendees at the relevant meeting and also to the Customer's Representative and any other recipients agreed at the relevant meeting. The minutes of the preceding month's Performance Review Meeting will be agreed and signed by both the Supplier's Representative and the Customer's Representative at each meeting. The Customer shall be entitled to raise any additional questions and/or request any further information regarding any failure to achieve Service Levels. The Supplier shall provide to the Customer such supporting documentation as the Customer may reasonably require in order to verify the level of the performance by the Supplier and the calculations of the amount of Service Credits for any specified Service Period.

PERFORMANCE MONITORING AND PERFORMANCE REVIEW. The Supplier shall provide the Customer with performance monitoring reports (“Performance Monitoring Reports”) in accordance with the process and timescales agreed pursuant to paragraph 87.2 1.2 of Annex 1 to Part B of this Call Off Schedule 6 above which shall contain, as a minimum, the following information in respect of the relevant Service Period just ended: for each Service Level, the actual performance achieved over the Service Level for the relevant Service Period; a summary of all failures to achieve Service Levels that occurred during that Service Period; any Critical Service Level Failures and details in relation thereto; for any repeat failures, actions taken to resolve the underlying cause and prevent recurrence; the Service Credits to be applied in respect of the relevant period indicating the failures and Service Levels to which the Service Credits relate; and NOT USED such other details as the Customer may reasonably require from time to time. The Parties shall attend meetings to discuss Performance Monitoring Reports ("Performance Review Meetings") on a monthly basis (unless otherwise agreed). The Performance Review Meetings will be the forum for the review by the Supplier and the Customer of the Performance Monitoring Reports. The Performance Review Meetings shall (unless otherwise agreed): take place within one (1) week of the Performance Monitoring Reports being issued by the Supplier; take place at such location and time (within normal business hours) as the Customer shall reasonably require unless otherwise agreed in advance; be attended by the Supplier's Representative and the Customer's Representative; and be fully minuted by the Supplier. The prepared minutes will be circulated by the Supplier to all attendees at the relevant meeting and also to the Customer's Representative and any other recipients agreed at the relevant meeting. The minutes of the preceding month's Performance Review Meeting will be agreed and signed by both the Supplier's Representative and the Customer's Representative at each meeting. The Customer shall be entitled to raise any additional questions and/or request any further information regarding any failure to achieve Service Levels. The Supplier shall provide to the Customer such supporting documentation as the Customer may reasonably require in order to verify the level of the performance by the Supplier and the calculations of the amount of Service Credits for any specified Service Period.

PERFORMANCE MONITORING AND PERFORMANCE REVIEW. The Unless otherwise requested by the school, the Supplier shall provide the Customer school with performance monitoring reports (“Performance Monitoring Reports”) within 10 Working Days of the end of each Service Period in accordance with the process and timescales agreed pursuant to paragraph 87.2 1.2 of Part B of this Call Off Schedule 6 above which shall contain, as a minimum, the following information in respect of the relevant Service Period just ended: ended and achieved over the previous Service Period where applicable; United Network Technologies is a specialist distributor for an extensive range of Cloud‐only cyber security services and solutions into Commerce, Education and Public‐ sector markets which include many NHS Trusts, London Borough Councils, Legal Firms, Lloyds Insurance institutions and over 3,500 schools, colleges and universities. United Network Technologies | Saxon House | Duke Street | Chelmsford | Essex | CM1 1HT pg. 26 xxx.xxxxxxxxxxxxxxxx.xxx for each Service Level, the actual performance achieved over the Service Level for the relevant Service Period; a summary of all failures to achieve Service Levels that occurred during that Service Period, which shall include: details of each Service Level failure which occurred during the Service Period, where applicable ordered by Severity Level; and which performance failures remain outstanding and progress in resolving them; details of any Service Level Failures which occurred during the Service Period; any Critical Service Level Failures and details in relation thereto; for any repeat failures, actions taken to resolve the underlying cause and prevent recurrence; the Service Credits to be applied in respect of the relevant period indicating the failures and Service Levels to which the Service Credits relate; and such other details as the Customer school may reasonably require from time to time. The Parties shall attend meetings to discuss Performance Monitoring Reports ("Performance Review Meetings") on a monthly an annual basis (unless otherwise agreed). The Performance Review Meetings will be the forum for the review by the Supplier and the Customer school of the Performance Monitoring Reports. The Performance Review Meetings shall (unless otherwise agreed): take place within one (1) week 5 working days of the Performance Monitoring Reports being issued by the SupplierSupplier upon reaching the end of a Service period (a year); take place at such location and time (within normal business hours) as the Customer school shall reasonably require unless otherwise agreed in advance; be attended by the Supplier's Representative and the Customerschool's Representative; and be fully minuted by the Supplier. The prepared minutes will be circulated by the Supplier to all attendees at the relevant meeting and also to the Customer's Representative and any other recipients agreed at the relevant meeting. The minutes of the preceding month's Performance Review Meeting will be agreed and signed by both the Supplier's Representative and the Customer's Representative at each meeting. The Customer school shall be entitled to raise any additional questions and/or request any further information regarding any failure to achieve Service Levels. The Supplier shall provide to the Customer school such supporting documentation as the Customer school may reasonably require in order to verify the level of the performance by the Supplier and the calculations of the amount of Service Credits for any specified Service Period.