Common use of Problem Resolution Time Clause in Contracts

Problem Resolution Time. Contractor shall ensure compliance on metric regarding percentage resolution time where the customer inquiry resolution time shall be resolved within one interaction with the Contractor’s Customer Service Call Center. The Contractor shall monitor and report on a quarterly basis the metric based from the number of times the using entity calls Customer Service for assistance, subtracting the number of attempts it takes for resolution. Performance Standard: 98.0% The target: 100.0%

Problem Resolution Time. Contractor shall ensure compliance on metric regarding percentage resolution time where the customer inquiry resolution time shall be resolved within one interaction with the Contractor’s Customer Service Call Center. The Contractor shall monitor and report on a quarterly Quarterly basis the metric based from the number # of times the using entity calls Customer Service for assistance, subtracting the number of attempts it takes for resolution. Performance Standard: 98.0% The target: 100.0%