Performance Service Levels Clause Samples

Performance Service Levels. 5.1 Problem Classification

Performance Service Levels. 14.1 Starting on the Commencement Date, Supplier agrees to perform and provide the Services in a manner that shall meet or exceed each of the applicable Service Levels and other requirements set forth in the “Service Levels” Exhibit, subject to the limitations and in accordance with the provisions set forth in the Agreement, and to standards satisfied by well-managed operations performing services similar to the Services. 14.2 Supplier will perform and deliver to NCR Voyix within five business days of a Service Level Default (as defined in the Service Levels Exhibit) a root cause analysis for any incident that contributes to the occurrence of a Service Level Default and, will use Commercially Reasonable Efforts to correct any and all failures causing and/or contributing to the occurrence of a Service Level Default and thereafter satisfy the applicable requirements set forth in the Agreement (including Critical Service Level(s) (as defined in the Service Levels Exhibit)). At the request of NCR Voyix, and upon any failure to satisfy any Critical Service Level for any month, Supplier will: (a) perform an analysis to identify the cause(s) of such failure, (b) provide NCR Voyix with a written report of the results of such analysis and the procedure for correcting the failure, and (c) keep NCR Voyix informed of the status of Supplier’s remedial efforts with respect to the failure. Supplier will provide the required report within 30 days of the applicable Critical Service Level(s) failure, or within such other timeframe as is reasonably requested by NCR Voyix. Supplier will prepare and deliver to NCR Voyix, on a monthly basis, a report describing Supplier’s performance of the Services with respect to Supplier’s attainment of the Service Levels as set forth in the “Service Levels” Exhibit. Supplier will deliver such report to NCR Voyix not more 15 business days following the end of each month. 14.3 Subject to NCR Voyix’s prior approval, Supplier will implement the necessary measurement and monitoring tools and procedures required to set baseline measurements and to measure and report Supplier’s performance of the Services against the Service Levels and other requirements set forth in the “Service Levels” Exhibit as such standards and levels may be developed, modified and changed during the Term and as the Services may evolve and be supplemented and enhanced during the Term. Such measurement and monitoring will permit reporting at a reasonable level of detail suffi...

Performance Service Levels. 5.1 Problem Classification Problems will be classified in accordance with the following definitions:

Performance Service Levels. 5.1 Problem Classification Problems will be classified in accordance with the following definitions: (a) Emergency Problems. The following will be considered “emergency problems”: (i) the ITA Software is “unavailable” (as defined in Section 5.3(b)) to answer Queries; (ii) the ITA Software is not being supplied with any fare data, or new fare data is not loaded within four hours after ITA’s receipt thereof; (iii) the ITA Software is not being supplied with any schedule data, or new schedule data is not loaded within twelve hours after ITA’s receipt thereof; (iv) the ITA Software is not being supplied with any availability data, or an availability feed from a Participating Carrier to the Data Center is interrupted for a period exceeding four hours; or (v) any of the foregoing types of data is not being properly integrated into the ITA Software, so as to cause the ITA Software to return answers that are not “correct” (as defined in Section 5.3(b)).

Performance Service Levels. This summary should be read in conjunction with the main body of the specification and Section 4, which contains details of the precise service requirements and specifications. Provide appropriate quality sample collection kits and Chain of Custody forms in sufficient numbers to allow prisons to operate their MDT programme without hindrance and able to withstand legal challenge. Provide a safe and secure transport system for the transit of samples from prison to the testing laboratory, retaining integrity of samples. Collect sample parcels once a week from each prison establishment, on the same day each week (exclusive of weekends 00.00 Hrs Saturday to 23.59 Sunday and recognised Bank Holidays). Where that day falls on a recognised Bank Holiday the collection will be made on the next working day. Alternatively, suppliers may offer an on-demand collection service, whereby samples are collected within two working days of a request from a prison. Requests may be made between one and three times a week, depending on the size of the prison establishment. Screening –Screening reports to be received by prisons within 72 hours of collection (exclusive of weekends 00.00 Hrs Saturday to 23.59 Sunday and recognised Bank Holidays). Confirmation –Confirmation reports to be received by prisons within 96 hours of confirmation request (exclusive of weekends 00.00 Hrs Saturday to 23.59 Sunday and recognised Bank Holidays). Rapid Confirmation – 100% of Rapid Confirmation reports to be received by prisons within 48 hours of Rapid Confirmation request (exclusive of weekends 00.00 Hrs Saturday to 23.59 Sunday and recognised Bank Holidays). Confirmations to be 100% accurate.

Performance Service Levels