Common use of Service Credit Clause in Contracts

Service Credit. a. Problem severity level 1 – 2. • Where percentage problem response is greater than 99.00%, no service credit will be due to Citizens. • Where percentage problem response is equal to or less than 99.00%, Citizens shall be due a service credit in the amount of 1% of the services fees (as calculated on a monthly basis for the reporting month) for each full 1% reduction in percentage problem response. b. Problem severity level 3 – 4. • Where percentage problem response is greater than 90.00%, no service credit will be due to Citizens. • Where percentage problem response is equal to or less than 90.00%, Citizens shall be due a service credit in the amount of .5% of the services fees (as calculated on a monthly basis for the reporting month) for each full 1% reduction in percentage problem response.

Service Credit. a. Problem severity level 1 – 2. • Where percentage problem response resolution is greater than 99.00%, no service performance credit will be due to Citizens. • Where percentage problem response resolution is equal to or less than 99.00%, Citizens shall be due a service performance credit in the amount of 5% of the services fees (as calculated on a monthly basis for the reporting month) for each full 1% reduction in percentage problem resolution. b. Problem severity level 3 – 4. • Where percentage problem resolution is greater than 90.00%, no performance credit will be due to Citizens. • Where percentage problem resolution is equal to or less than 90.00%, Citizens shall be due a performance credit in the amount of 1% of the services fees (as calculated on a monthly basis for the reporting month) for each full 1% reduction in percentage problem responseresolution. b. Problem severity level 3 – 4. • Where percentage problem response is greater than 90.00%, no service credit will be due to Citizens. • Where percentage problem response is equal to or less than 90.00%, Citizens shall be due a service credit in the amount of .5% of the services fees (as calculated on a monthly basis for the reporting month) for each full 1% reduction in percentage problem response.

Service Credit. a. a) Problem severity level 1 – 2. • . (1) Where percentage problem response resolution is greater than 99.00%, no service performance credit will be due to Citizens. • . (2) Where percentage problem response resolution is equal to or less than 99.00%, Citizens shall be due a service performance credit in the amount of 5% of the services fees (as calculated on a monthly basis for the reporting month) for each full 1% reduction in percentage problem resolution. b) Problem severity level 3 – 4. (1) Where percentage problem resolution is greater than 90.00%, no performance credit will be due to Citizens. (2) Where percentage problem resolution is equal to or less than 90.00%, Citizens shall be due a performance credit in the amount of 1% of the services fees (as calculated on a monthly basis for the reporting month) for each full 1% reduction in percentage problem responseresolution. b. Problem severity level 3 – 4. • Where percentage problem response is greater than 90.00%, no service credit will be due to Citizens. • Where percentage problem response is equal to or less than 90.00%, Citizens shall be due a service credit in the amount of .5% of the services fees (as calculated on a monthly basis for the reporting month) for each full 1% reduction in percentage problem response.

Service Credit. a. a) Problem severity level 1 – 2. • . (1) Where percentage problem response is greater than 99.00%, no service credit will be due to Citizens. • . (2) Where percentage problem response is equal to or less than 99.00%, Citizens shall be due a service credit in the amount of 1% of the services fees (as calculated on a monthly basis for the reporting month) for each full 1% reduction in percentage problem response. b. b) Problem severity level 3 – 4. • . (1) Where percentage problem response is greater than 90.00%, no service credit will be due to Citizens. • . (2) Where percentage problem response is equal to or less than 90.00%, Citizens shall be due a service credit in the amount of .5% of the services fees (as calculated on a monthly basis for the reporting month) for each full 1% reduction in percentage problem response.

Service Credit. a. a) Problem severity level 1 – 2. • . (1) Where percentage problem response is greater than 99.00%, no service credit will be due to Citizens. • . (2) Where percentage problem response is equal to or less than 99.00%, Citizens shall be due a service credit in the amount of 1% of the services fees (as calculated on a monthly basis for the reporting month) for each full 1% reduction in percentage problem response. b. b) Problem severity level 3 – 4. • . (1) Where percentage problem response is greater than 90.00%, no service credit will be due to Citizens. • . (1) Where percentage problem response is equal to or less than 90.00%, Citizens shall be due a service credit in the amount of .5% of the services fees (as calculated on a monthly basis for the reporting month) for each full 1% reduction in percentage problem response.

Service Credit. a. Problem severity level 1 – 2. • Where percentage problem response is greater than 99.00%, no service credit will be due to Citizens. • Where percentage problem response is equal to or less than 99.00%, Citizens shall be due a service credit in the amount of 1% of the services fees (as calculated on a monthly basis for the reporting month) for each full 1% reduction in percentage problem response. b. Problem severity level 3 – 4. • . (1) Where percentage problem response is greater than 90.00%, no service credit will be due to Citizens. • . (2) Where percentage problem response is equal to or less than 90.00%, Citizens shall be due a service credit in the amount of .5% of the services fees (as calculated on a monthly basis for the reporting month) for each full 1% reduction in percentage problem response.