PRINCIPAL POINTS. The objectives of the Service Levels and Service Credits are to: ensure that the Goods and/or Services are of a consistently high quality and meet the requirements of the Customer; provide a mechanism whereby the Customer can attain meaningful recognition of inconvenience and/or loss resulting from the Supplier’s failure to deliver the level of service for which it has contracted to deliver; and incentivise the Supplier to comply with and to expeditiously remedy any failure to comply with the Service Levels.
PRINCIPAL POINTS. The objectives of the Service Levels are to: ensure that the Services are of a consistently high quality and meet the requirements of the Customer; provide a mechanism whereby the Customer can attain meaningful recognition of inconvenience and/or loss resulting from the Supplier’s failure to deliver the level of service for which it has contracted to deliver; and incentivise the Supplier to comply with and to expeditiously remedy any failure to comply with the Service Levels.
PRINCIPAL POINTS. 1.1 This Part B provides the methodology for monitoring the Services:
1.1.1 to ensure that the Supplier is complying with the Service Levels; and
1.1.2 for identifying any failures to achieve Service Levels in the performance of the Supplier and/or delivery of the Services ("Performance Monitoring System").
1.2 Within 20 Working Days of the Commencement Date the Supplier shall provide the Customer with details of how the process in respect of the monitoring and reporting of Service Levels will operate between the Parties and the Parties will endeavour to agree such process as soon as reasonably possible.
PRINCIPAL POINTS. 1.1 This Part B provides the methodology for monitoring the Services:
1.1.1 to ensure that the Contractor is complying with the Service Levels; and
1.1.2 to ensure that the Contractor is delivering to Milestone Dates; and
1.1.3 for identifying any failures to achieve Service Levels and Milestone Dates in the performance of the Contractor and/or provision of the Services ("Performance Monitoring System").
1.2 Within twenty (20) Working Days of the Commencement Date the Contractor shall provide the Children’s Commissioner with details of how the process in respect of the monitoring and reporting of Service Levels and Milestone Dates will operate between the Parties and the Parties will endeavour to agree such process as soon as reasonably possible. The Contractor shall report all failures to achieve Service Levels, Milestone Dates and any Critical Service Failure to the Children’s Commissioner in accordance with the processes agreed in paragraph 1.2 above.
PRINCIPAL POINTS. The objectives of the Service Levels are to: ensure that the Services are of a consistently high quality and meet the requirements of the Children’s Commissioner; provide a mechanism whereby the Children’s Commissioner can attain meaningful recognition of inconvenience and/or loss resulting from the Contractor's failure to deliver the level of Service for which it has contracted to deliver; and incentivise the Contractor to meet the Service Levels, deliver to the Milestones Dates as set out in Schedule 5 (Implementation Plan) and to remedy any failure to meet the Service Levels expeditiously.
PRINCIPAL POINTS. This Part B provides the methodology for monitoring the Services:
PRINCIPAL POINTS. 3.1 The objectives of the Service Levels and Service Credits are to:
3.1.1 ensure that the Services are of a consistently high quality and meet the requirements of the Contracting Body;
3.1.2 use Service Credits as a method of price adjustment to reflect poor performance in breach of the required Service Level Targets;
3.1.3 provide a mechanism whereby the Contracting Body can attain meaningful recognition of inconvenience and/or loss resulting from the Supplier's failure to deliver the level of Services which it has contracted to deliver; and
3.1.4 incentivise the Supplier to meet the Service Levels and to remedy any failure to meet the Service Levels expeditiously.
3.2 The Parties acknowledge that:
3.2.1 The Contracting Body will, in all cases, prefer to receive the Services within the Service Level Target in preference to receiving the Service Credits; and
3.2.2 the Supplier shall, in all cases, seek to deliver the Services within the Service Level Target in preference to accepting a liability for Service Credits. Schedule 3: Service Levels and Service Credits Telephony Services
PRINCIPAL POINTS. 1.1 Section B to this Schedule provides the methodology for monitoring the provision of the Services:
1.1.1 to ensure that the Service Provider is complying with the Service Levels and Key Performance Indicators; and
1.1.2 for identifying any failures to achieve Service Levels and Key Performance Indicators in the performance of the Service Provider and/or provision of the Services (Performance Monitoring System).
1.2 Within twenty (20) Working Days of the Commencement Date the Service Provider shall provide the Authority with details of how the process in respect of the quarterly monitoring and reporting of Service Levels and Key Performance Indicators will operate between the Parties and the Parties will endeavour to agree such process as soon as reasonably possible.
PRINCIPAL POINTS. 1.1 This Part B provides the methodology for monitoring the Services:
1.1.1 to ensure that the Contractor is complying with the Service Levels; and
1.1.2 for identifying any Service Failures in the performance of the Contractor and/or delivery of the Services ("Performance Monitoring System"), and shall apply where indicated in an Order Form.
PRINCIPAL POINTS. 1.1. Part B to this Schedule provides the methodology for monitoring the provision of the Services:
(a) to ensure that the Supplier is complying with the Service Levels; and
(b) for identifying any failures to achieve Service Levels in the performance of the Supplier and/or provision of the Services ("Performance Monitoring System").
1.2. Within twenty (20) working days of the Commencement Date of the Enabling Agreement, the Supplier shall provide the Authority and the Customer with details of how the process in respect of the monitoring and reporting of Service Levels will operate between the Parties and the Parties (including the Authority) will endeavour to agree such process as soon as reasonably possible.
