Problem Management Key Performance Indicators Sample Clauses

Problem Management Key Performance Indicators. Performance Qualification Report (PQR) is a problem, question, or request from the State to the Provider service center. Call ticket priority levels are noted in the table below. The State will review Provider performance using the below metrics and Provider’s monthly report on key performance indicators (“KPI”). Service Level Table Key Performance Indicator During Standard Support Hours Priority 1 PQR acknowledgement Within 15 minutes from receipt of a call from the State Priority 1 PQR resolution or workaround Resolve within 2 clock hours from receipt of PQR call Priority 1 PQR Root Cause Analysis Root cause analysis (RCA) provided within 5 Business Days after Level C PQR Resolution Priority 2 PQR Acknowledgement within 30 minutes Priority 2 PQR Resolution or workaround Resolve within 6 clock hours Priority 2 PQR Root Cause Analysis Root cause analysis provided within 5 Business Days after Category 1 PQR Resolution Priority 3 PQR Acknowledgement Within one hour Priority 3 PQR Resolution or workaround Resolve within 1 Business Day Priority 4 PQR Acknowledgement Within eight hours Level 4 PQR resolution or workaround Resolve within 5 Business Days, root cause noted in next monthly report if applicable. Outside Standard Support Hours Priority 1 PQR acknowledgement Within 15 minutes from receipt of Licensee call Priority 1 PQR resolution or workaround Resolve within 2 clock hours from receipt of PQR call Priority 1 PQR Root Cause Analysis Root cause analysis provided within 5 Business Days after level C PQR resolution Priority 2 PQR Acknowledgement within 30 minutes Priority 2 PQR Resolution Resolve within 6 clock hours Priority 2 PQR Root Cause Analysis Root cause analysis provided within 5 Business Days after Category 1 PQR Resolution Priority 3 PQR 24x7 Acknowledgement Within 8 clock hours Priority 3 PQR Resolution Resolve within 1 Business Day Priority 4 PQR Acknowledgement Next Business Day Level 4 PQR resolution Resolve within 5 Business Days, root cause noted in next monthly report if applicable. Service Reports Service Reports will be delivered to the State by the 10th Business Day of each month +/- 2 Business Days; electronic delivery to the appropriate person(s) and standing monthly meeting presentation by the Service Manager to the appropriate person(s) shall be considered an acceptable delivery vehicle
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Related to Problem Management Key Performance Indicators

  • Key Performance Indicators 10.1 The Supplier shall at all times during the Framework Period comply with the Key Performance Indicators and achieve the KPI Targets set out in Part B of Framework Schedule 2 (Goods and/or Services and Key Performance Indicators).

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  • PERFORMANCE MANAGEMENT SYSTEM 5.1 The Employee agrees to participate in the performance management system that the Employer adopts or introduces for the Employer, management and municipal staff of the Employer.

  • Attainment on Performance Indicators The District will be responsible for overseeing the academic programs offered in its schools and ensuring that those programs meet or exceed state and local expectations for levels of attainment on the statewide performance indicators, as specified in 1 CCR 301-1.

  • Contractor Performance Evaluations The Contract Administrator will evaluate Contractor’s performance as often as the Contract Administrator deems necessary throughout the term of the contract. This evaluation will be based on criteria including the quality of goods or services, the timeliness of performance, and adherence to applicable laws, including prevailing wage and living wage. City will provide Contractors who receive an unsatisfactory rating with a copy of the evaluation and an opportunity to respond. City may consider final evaluations, including Contractor’s response, in evaluating future proposals and bids for contract award.

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  • CONTRACTOR PERFORMANCE AUDIT The Contractor shall allow the Authorized User to assess Contractor’s performance by providing any materials requested in the Authorized User Agreement (e.g., page load times, response times, uptime, and fail over time). The Authorized User may perform this Contractor performance audit with a third party at its discretion, at the Authorized User’s expense. The Contractor shall perform an independent audit of its Data Centers, at least annually, at Contractor expense. The Contractor will provide a data owner facing audit report upon request by the Authorized User. The Contractor shall identify any confidential, trade secret, or proprietary information in accordance with Appendix B, Section 9(a), Confidential/Trade Secret Materials.

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