Service Level Agreement – Contractor Score Card Sample Clauses

Service Level Agreement – Contractor Score Card. The Contractor Score Card is a specific table to the agreement for Contractor performance in various areas. This Contractor Score Card is tracked daily, while reported on a quarterly basis, unless otherwise requested by the State Account Manager. The Contractor is encouraged to utilize automated processes to generate data and reports to ensure utmost authenticity. The Contractor shall not round up on any numerical numbers, percentages, etc. See Table titled: Service Level Agreement – Contractor Score Card. Service Level Agreement - Key Performance Indicator (KPI) A Key Performance Indicator (KPI) is a specific survey submitted to the key stakeholders of the Ordering Agencies. Each Ordering Agency is required to complete the KPI by someone, known as a key stakeholder that utilizes the agreement on a continuous basis and answers the survey on behalf of the Ordering Agency. The intent of the KPI is to obtain real, continuous feedback from Ordering Agencies on the Contractor’s management performance, the Contractor’s overall performance, and other identified factors are substance of the KPI. The State shall supply contact information for the key stakeholders to the Contractor. The Contractor shall then reach out to the key stakeholders of the Ordering Agency on a quarterly basis to ask the key stakeholder of the Ordering Agency to complete the KPI and return. The key stakeholder of the Ordering Agency shall complete the KPI on behalf of the Ordering Agency, and provide their signed off response to the Contractor. The Contractor shall then compute and report on the results in the Quarterly Business Review. The Contractor shall not round up on any numerical numbers, percentages, etc. The Contractor shall provide all original, supportive documentation to the State Account Manager. See KPI titled: Service Level Agreement - Key Performance Indicator.
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Service Level Agreement – Contractor Score Card. The Contractor Score Card is a specific table to the agreement for Contractor performance in various areas. This Contractor Score Card is tracked daily, while reported on a quarterly basis, unless otherwise requested by the State Contract Manager. The Contractor is encouraged to utilize automated processes to generate data and reports to ensure utmost authenticity. The Contractor shall not round up on any numerical data. See Table titled: Service Level Agreement – Contractor Score Card. Service Level Agreement - Key Performance Indicator (KPI) A Key Performance Indicator (KPI) is a specific survey submitted to the key stakeholders of the using entities. Each Using Entity is required to complete the KPI; the person completing the KPI should be someone who utilizes the agreement on a continuous basis and is answering the survey on behalf of the Using Entity. The intent of the KPI is to obtain real, continuous feedback on the Contractor’s management performance, overall performance, and other identified factors. The Contractor shall reach out to key stakeholders to complete and return the KPI, signed, to the Contractor. The Contractor shall then compute and report on the results in the Quarterly Business Review. The Contractor shall not round up on any numerical data. The Contractor shall provide all original, supportive documentation to the State Contract Manager. See Table titled: Service Level Agreement – Key Performance Indicator.
Sample 1Sample 2Sample 3
Service Level Agreement – Contractor Score Card. The Contractor Score Card is a specific table to the agreement for Contractor performance in various areas. This Contractor Score Card is tracked daily, while reported on a quarterly basis, unless otherwise requested by the State Contract Manager. The Contractor is encouraged to utilize automated processes to generate data and reports to ensure utmost authenticity. The Contractor shall not round up on any numerical numbers, percentages, etc. See Table titled: Service Level Agreement – Contractor Score Card. Service Level Agreement - Key Performance Indicator (KPI)
Sample 1
Service Level Agreement – Contractor Score Card. Service Level Agreement Performance Standard Performance Target Description Calculation Frequency of Review 1 Catalog System “Up Time” 95.0 % 100% Percentage of time the system is accessible and usable during business hours of 7AM – 5PM EST Monday through Friday. Time the system is available / Time the business is open Quarterly 2 Market Basket Fill Rate 100.0% 100.0% The total number of requisition lines filled divided by the number of lines requested over a given period. The difference, therefore, would be items on back-order. The total number of Market Basket requisition lines filled divided by the number of lines requested over a given period. The difference, therefore, would be items on back-order. Quarterly 3 Non-Market Basket Fill Rate 98.0% 100.0% The total number of requisition lines filled divided by the number of lines requested over a given period. The difference, therefore, would be items on back-order. The total number of Non-Market Basket requisition lines filled divided by the number of lines requested over a given period. The difference, therefore, would be items on back-order. Quarterly
Sample 1
Service Level Agreement – Contractor Score Card. Service Level Agreement Performance Standard Performance Target Description Calculation Frequency of Review 1 Preventative Maintenance Turnaround (1) Hour 99.0% Calculation of maintenance from the time of service appointment to the time of completion of maintenance and return of vehicle back to the customer. Appointment date and time compared to the timestamped proof of PM completion and return of vehicle to customer. Quarterly
Sample 1
Service Level Agreement – Contractor Score Card. Service Level Agreement Perform-ance Standard Perform-ance Target Description Calculation Frequency of Review 1 System “Up Time” 98.0 % 100% Percentage of time the system is accessible and usable during 24 hours/ 7 days a week. Time the system is available / Time the business is open Quarterly 2 Background Check Package Turnaround (3) Business Days (2) Business Days Contractor must submit results of background check packages to the State or requesting using entity within (3) business days of receiving the candidates’ Agreement and Disclosure form. Completion of reports provided according to number of business days taken to provide. Quarterly
Sample 1

Related to Service Level Agreement – Contractor Score Card

  • Service Level Agreement Subject to the terms and conditions of this Agreement, Bank agrees to perform the custody services provided for under this Agreement in a manner that meets or exceeds any service levels as may be agreed upon by the parties from time to time in a written document that is executed by both parties on or after the date of this Agreement, unless that written document specifically states that it is not contractually binding. For the avoidance of doubt, Bank’s Service Directory shall not be deemed to be such a written document.

  • Service Level Agreements If a Service or a Plan includes a Service Level Agreement (SLA):

  • Service Levels Annex 1 to this Part A of this Call Off Schedule sets out the Service Levels the performance of which the Parties have agreed to measure. The Supplier shall monitor its performance of this Call Off Contract by reference to the relevant performance criteria for achieving the Service Levels shown in Annex 1 to this Part A of this Call Off Schedule (the Service Level Performance Criteria) and shall send the Customer a Performance Monitoring Report detailing the level of service which was achieved in accordance with the provisions of Part B (Performance Monitoring) of this Call Off Schedule. The Supplier shall, at all times, provide the Services in such a manner that the Service Levels Performance Measures are achieved. If the level of performance of the Supplier of any element of the provision by it of the Services during the Call Off Contract Period: is likely to or fails to meet any Service Level Performance Measure or is likely to cause or causes a Critical Service Failure to occur, the Supplier shall immediately notify the Customer in writing and the Customer, in its absolute discretion and without prejudice to any other of its rights howsoever arising including under Clause 12 of this Call Off Contract (Service Levels and Service Credits), may: require the Supplier to immediately take all remedial action that is reasonable to mitigate the impact on the Customer and to rectify or prevent a Service Level Failure or Critical Service Level Failure from taking place or recurring; and if the action taken under paragraph (a) above has not already prevented or remedied the Service Level Failure or Critical Service Level Failure, the Customer shall be entitled to instruct the Supplier to comply with the Rectification Plan Process; or if a Service Level Failure has occurred, deduct from the Call Off Contract Charges the applicable Service Level Credits payable by the Supplier to the Customer in accordance with the calculation formula set out in Annex 1 of this Part A of this Call Off Schedule; or if a Critical Service Level Failure has occurred, exercise its right to Compensation for Critical Service Level Failure in accordance with Clause 13 of this Call Off Contract (Critical Service Level Failure) (including subject, for the avoidance of doubt, the proviso in Clause 13.1.2 of this Call Off Contract in relation to Material Breach). Approval and implementation by the Customer of any Rectification Plan shall not relieve the Supplier of any continuing responsibility to achieve the Service Levels, or remedy any failure to do so, and no estoppels or waiver shall arise from any such Approval and/or implementation by the Customer. SERVICE CREDITS Annex 1 to this Part A of this Call Off Schedule sets out the formula used to calculate a Service Credit payable to the Customer as a result of a Service Level Failure in a given service period which, for the purpose of this Call Off Schedule, shall be a recurrent period of [one Month] during the Call Off Contract Period (the Service Period).

  • Service Level In the event that League InfoSight discovers or is notified by you of the existence of Non-Scheduled Downtime, we will use commercially reasonable efforts to determine the source of the problem and attempt to resolve it as quickly as possible.

  • Minimum Customer Support Requirements for TIPS Sales Vendor shall provide timely and commercially reasonable support for TIPS Sales or as agreed to in the applicable Supplemental Agreement.

  • Service Level Expectations Without limiting any other requirements of the Agreement, the Service Provider shall meet or exceed the following standards, policies, and guidelines:

  • Subproviders and Suppliers List Pursuant to requirements of 43 Texas Administrative Code §9.350 et seq., the Engineer must provide the State a list (Exhibit H-5/DBE or Exhibit H-6/HUB) of all Subproviders and suppliers that submitted quotes or proposals for subcontracts. This list shall include subproviders and suppliers names, addresses, telephone numbers, and type of work desired.

  • Attachment A, Scope of Services The scope of services is amended as follows:

  • Statement of Work The Contractor shall provide the services and staff, and otherwise do all things necessary for or incidental to the performance of work, as set forth below:

  • The Web Services E-Verify Employer Agent agrees to, consistent with applicable laws, regulations, and policies, commit sufficient personnel and resources to meet the requirements of this MOU.

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