Service Level Codes Clause Samples

Service Level Codes. Multiple Service Level Conditions and Multiple Month Measurement Periods.

Service Level Codes. (a) The Service Levels shall be categorized as follows for purposes of determining commencement dates and Baselining Periods (if any): (i) Service Levels for which acceptable measurement tools exist as of the Commencement Date and for which the Parties have agreed to the applicable Performance Standard based on some period of raw historical performance data; (ii) Service Levels for which acceptable measurement tools exist as of the Commencement Date but for which the Parties have not yet agreed to the applicable Performance Standard because additional time is required to gather and review raw historical performance data; (iii) Service Levels for which historical performance data or measurement tools are lacking and which will be measured following the Commencement Date in order to establish sufficient historical data. (iv) Service Levels for which historical performance data and measurement tools are lacking and which require changes to the existing IT Environment infrastructure or processes and which will be measured following the deployment of the necessary measurement tools and/or *Information omitted pursuant to a confidential treatment request under Rule 24b-2 of the Securities Exchange Act of 1934 and filed separately with the SEC. implementation of the necessary changes to the IT Environment infrastructure or processes in order to establish sufficient historical data. (v) Service Levels for which IBM’s responsibility is limited to monitoring, measuring and reporting (rather than achieving). A Service Level may be coded as “C/D” if the tools or processes needed to provide the report are not available as of the Commencement Date. For each of the Service Levels set forth in Attachments ▇-▇-▇, ▇-▇-▇, ▇-▇-▇, ▇-▇-▇ and B-5-1, one of the codes above has been designated in the “Code” column of the applicable table. (b) For each Service Level metric designated as a * Service Level, IBM shall meet or exceed the corresponding Service Level as of the Commencement Date and for the remainder of the Term. (c) For each Service Level designated as a * Service Level, the Parties shall work to determine the applicable Performance Standard no later than * calculated based on historic performance data for: (A) * for Service Levels that are subject to substantial fluctuation during the year (e.g., due to peak season demand) and (B) * otherwise. This calculation shall average the historic performance data for each month of the period, excluding the highest and the lowest ...