Service Level Agreements & Targets Sample Clauses

Service Level Agreements & Targets. This section is agreed to by Purchaser and Supplier as the key supplier performance indicator for this engagement. The following section reflects the measurements to be used to track and report systems performance on a regular basis. The targets shown in the following tables are for the period of contract or its revision whichever is later. 5.1 Project Management Submission of Monthly Project Status reports & 100% Minutes of Meetings 2% of monthly FMS charges for Mapping with Section G5 of SRS Document Service Parameter Service Level Validation Penalty Conducting Status meetings Approval of Status reports by Engineer- in-Charge every default 5.2 Helpdesk Resolution of ticket logged as per the Severity definition chart 99% Reports generated from Ticket logging system 95%-99% calls resolved in specified time: 2% penalty on the monthly FMS charges 90% - 95% calls resolved in specified time: 5% penalty on the monthly FMS charges 5.3 Install, Moves, Add, Changes (IMAC) Services Should be part of Monthly project status report 95% Report 0.2% of monthly FMS charges 5.4 Asset / Inventory Management Provide monthly MIS Asset Inventory 95% Report 0.2% of monthly FMS charges Provide monthly MIS on new requirements with procurement time 95% Report 0.2% of monthly FMS charges Conduct Annual Physical Asset verification 100% Management approval of Physical Asset Verification report 0.5% of Yearly FMS charges
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Service Level Agreements & Targets. 40.1. This section is agreed to by Authority and MSI as the key performance indicator for the project. This may be reviewed and revised according to the procedures detailed in Clause 46 SLA Change Control. 40.2. The following section reflects the measurements to be used to track and report system’s performance on a regular basis. The targets shown in the following tables are for the period of contact. 40.3. The procedures in Clause 46 shall be used if there is a dispute between Authority and MSI on what the permanent targets should be.
Sample 1
Service Level Agreements & Targets. This section is agreed to by Purchaser and Supplier as the key supplier performance indicator for this engagement. The following section reflects the measurements to be used to track and report systems performance on a regular basis. The targets shown in the following tables are for the period of contact or its revision whichever is later. 5.1 Project Management Submission of Monthly Project Status reports & 100% • Minutes of Meetings • Approval of 2% of monthly FMS charges for every default Conducting Status meetings Status reports by Engineer- in-Charge
Sample 1
Service Level Agreements & Targets. This section is agreed to by Authority and SI as the key performance indicator for the project. This may be reviewed and revised according to the procedures detailed in Clause 46 SLA Change Control.
Sample 1
Service Level Agreements & Targets. This section is agreed to by Purchaser and Bidder as the key bidder performance indicator for this engagement. The following section reflects the measurements to be used to track and report systems performance on a regular basis. The targets shown in the following tables are for the period of contact or its revision whichever is later.
Sample 1
Service Level Agreements & Targets. This section is agreed to by Purchaser and Supplier as the key supplier performance indicator for this engagement. The following section reflects the measurements to be used to track and report systems performance on a regular basis. The targets shown in the following tables are for the period of contact or its revision whichever is later. Service Level Chart For overall system availability Availability per quarter Deduction as % of the apportioned price of total FMS for SCADA-DMS portion of the contract applicable for that site > 99% NIL Less than 99% Deduction of 2% of the apportioned price of the apportioned quarterly AMC for every 1% or part there of decrease in availability under 99%. For individual hardware & non critical functions Availability per quarter Deduction as % of the apportioned price of total FMS for SCADA-DMS portion of the contract applicable for that site > 98% NIL Less than 98% Deduction of 2% of the apportioned price of the apportioned quarterly AMC for every 1% or part there of decrease in availability under 98%. While calculating Availability following shall be considered : The Overall SCADA/DMS System shall be considered as available if a) All SCADA applications are available b) All DMS applications are available c) All SCADA/DMS functions described in the specification are executed at periodicities specified in the specification. without degradation in the response times d) Requests from available Operator Consoles & VPS are processed e) Information Storage and Retrieval applications are available f) Data exchange with other system is available g) One of the redundant hardware is available so that all the SCADA/DMS applications are functional to ensure the design & performance requirement as envisaged in the MTS Further, Non-Availability of RTU/Data Concentrators/FRTUs/FPI/R-APDRP-IT System shall not be considered for calculating Overall SCADA/DMS System Availability. However each device, including RTU, FRTU & Servers etc. shall individually exhibit a minimum availability of 98%. Further, the non-availability of following Non-Critical functions shall not be considered for calculations of SCADA/DMS System availability , however these functions should be available for 98% of the time. (a) Database modification and generation (b) Display modification and generation (c) Report modification and creation (d) DTS The computation of Availability / Non-availability would be rounded up to 2 decimal places at each Contract Co-ordination Sit...
Sample 1

Related to Service Level Agreements & Targets

  • Service Level Agreements If a Service or a Plan includes a Service Level Agreement (‘SLA’): (a) we are liable for any remedy or rebate allowed to you under the SLA; and (b) subject to clauses 34 to 38, and to the express terms of the SLA, our liability for breach of the SLA is limited to such remedy or rebate.

  • Service Level Agreement 6.1 NCR Voyix will use commercially reasonable efforts to make the Service available to you at or above the Availability Rate set forth at xxxxx://xxx.xxx.xxx/support/aloha-sla. If NCR Voyix does not meet the Availability Rate, you are entitled to request a service-level credit subject to the terms of this Agreement. This credit is calculated as a percentage of the monthly recurring bill (or monthly pro rata share of billing, if billing does not occur monthly) for the Service for the month in which the Availability Rate was not met. The Availability Rate is determined by: (a) dividing the total number of valid outage minutes in a calendar month by the total number of minutes in that month; (b) subtracting that quotient from 1.00; (c) multiplying that difference by 100; and (d) rounding that result to two decimal places in accordance with standard rounding conventions. The number of outage minutes per day for a given service is determined by the lesser of the number of outage minutes. 6.2 Unavailability due to other conditions or caused by factors outside of NCR Voyix’s reasonable control will not be included in the calculation of the Availability Rate. Further, the following are expressly excluded from the calculation of the Availability Rate: (a) service unavailability affecting services or application program interfaces that are not used by you; (b) cases where fail-over to another data center is available but not utilized; (c) transient time-outs, required re-tries, or slower-than-normal response caused by factors outside of NCR Voyix’s reasonable control; (d) Scheduled Downtime, including maintenance and upgrades; (e) force majeure; (f) transmission or communications outages outside the NCR Voyix- controlled environment; (g) store-level down-time caused by factors outside of NCR Voyix’s reasonable control; (h) outages attributable to services, hardware, or software not provided by NCR Voyix, including, but not limited to, issues resulting from inadequate bandwidth or related to third-party software or services; (i) use of the Service in a manner inconsistent with the documentation for the application program interface or the NCR Voyix Product; (j) your Point of Sale (“POS”) failure or the failure to properly maintain the POS environment, including updating the POS firmware or version of the software running on the POS as recommended by either NCR Voyix, a third-party POS reseller or servicer; and (k) issues related to third party domain name system (“DNS”) errors or failures. 6.3 To obtain a service-level credit, you must submit a claim by contacting NCR Voyix through the website at xxxxx://xxx.xxx.xxx/support/aloha-sla Your failure to provide the claim and other information will disqualify you from receiving a credit. NCR Voyix must receive claims within 60 days from the last day of the impacted month. After that date, claims are considered waived and will be refused. You must be in compliance with the Agreement in order to be eligible for a service-level credit. You may not unilaterally offset for any performance or availability issues any amount owed to NCR Voyix. If multiple Services experience an outage in a given month, the total credit for that month will be the highest credit allowed for any single Service which failed; there is no stacking of credits. 6.4 The remedies set forth in the Section are your sole and exclusive remedies for performance or availability issues affecting the Services, including any failure by NCR Voyix to achieve the Availability Rate.

  • Service Levels All service level requirements will be set forth in Exhibit A (“XXXX.xxx Referral Service Level Requirements”). Recipient Xxxxxx agrees to adhere, and encourage Recipient Agent’s adherence, with the version of the XXXX.xxx Referral Service Level Requirements in effect at the time XXXX.xxx identifies the Referral to Recipient Broker/Agent.

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

  • 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.

  • Penalties for Non-compliance to Service Level Agreement Where the Supplier/Service Provider fails to deliver the Goods/Services within the agreed and accepted milestone timelines and provided that the cause of the delay was not due to a fault of Transnet, penalties shall be imposed at …………………………………………………… .

  • SERVICE LEVEL DESCRIPTION The Fund Accounting Agreement is hereby amended by deleting the Service Level Description attached thereto and replacing it in its entirety with the Service Level Description attached hereto.

  • 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.

  • Performance Schedule The Parties will perform their respective responsibilities in accordance with the Performance Schedule. By executing this Agreement, Customer authorizes Motorola to proceed with contract performance.

  • Detailed Description of Services / Statement of Work Describe fully the services that Contractor will provide, or add and attach Exhibit B to this Agreement.

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