Service Level Management Sample Clauses
Service Level Management. Ricoh will monitor and record any service calls on the Covered Equipment [and Monitored Equipment], along with the Covered Equipment’s [and Monitored Equipment’s] uptime and service call response times, to help ensure that Ricoh and any third-party vendors are performing the Services in a manner that is designed to meet or exceed the agreed upon Service Levels as set forth in this Service Order or in any service contract with such third-party vendors. Ricoh will make Service Level compliance data available to Customer in periodic reports and upon Customer’s request.
Service Level Management. Service Level Management will maintain and gradually improve business-aligned IT service quality through a constant cycle of agreeing, monitoring, reporting, and reviewing IT service achievements and through instigating actions to eradicate unacceptable levels of service according to the Severity Levels, as described in Attachment 3-E. Service Provider will provide Service Level Management as described in Exhibit 3.
Service Level Management. Amdocs’ Service Level management team (the “Service Level Management Team”) will have responsibility for the daily tracking and reporting of the end-to-end compliance of Outsourcing Services with the Service Levels set forth in the Schedule 11. Working across functional boundaries, this team will assure that all elements of the Outsourcing Services are provided in accordance with the agreed upon provisions of Schedule 11. The Service Level Management Team will provide a single point of accountability and responsibility relating to Service Levels.
Service Level Management. The purpose of the service level management practice is to set clear business-based targets for service levels, and to ensure that delivery of services is properly assessed, monitored, and managed against these targets. 🠦 On a yearly basis, the Customer and TrustBuilder will reassess the Services designed at the start of the operational phase and decide whether the TrustBuilder Software and Services still meet the Customer’s expectations and needs. If appropriate, changes to these Services may be proposed and agreed upon in mutual consent.
Service Level Management. 9.1 In order to manage the Services provided by the Service Provider to SARS, the Parties agree that meetings between the Parties will be arranged on the following basis: Service Relationship Review Annually National Facilities Manager and National Financial Manager Project Manager Service Review Monthly SARS Regional Facilities Management Project Manager
9.2 During the monthly Service Review meeting the performance of the Service Provider will be discussed.
9.3 In the event that SARS is dissatisfied with the overall execution of the Services based on multiple Service Level failures, such dissatisfaction will be communicated to the Service Provider’s Project Manager at a meeting held between the Parties in terms of Clause 9.2. Should the Service Provider be unable to improve its performance and execute the Services at a level acceptable to SARS, during the month following such monthly Service Review meeting, SARS reserves the right to terminate the Agreement based on malperformance, as provided for in Clause 22.2. Service Credits will continue to accrue to SARS in respect of any Service Level Failures during such remedial period/s or during any notice period/s.
9.4 Where SARS is of the opinion that the Service Provider is failing to meet its obligations in terms of adhering to the Preventative Maintenance Schedule or prescribed Response and Resolution times, or where the Service Provider is of the opinion that SARS is not fulfilling its responsibilities in terms of Clause 13, such non-compliance shall be reported and escalated (if necessary) through the escalation channels as set out below.
9.4.1 The Service Provider’s escalation channels: Helpdesk Service Manager
9.4.2 The SARS escalation channels read with Annexure C- Primary Number Alternative Number Escalation #1 Regional Facilities Manager Helpdesk
Service Level Management. 2.1 The Supplier shall monitor actual performance against each service level contained in this SLA in order to:
2.1.1 Report and demonstrate service performance;
2.1.2 Provide pro-active identification of problems and mitigation thereof; and
2.1.3 Provide trend analysis to help predict future performance of the services.
2.2 As a result of trend analysis, Transnet will gain insight into where efficiencies can be achieved and where wastage can be reduced.
2.3 SLA reports will be reviewed in the relevant governance forums as set out in the Master Agreement.
2.4 In the event that the Supplier fails in any Month to meet any Service Level in any service category then the Supplier shall in respect of such failure take the action set out below for each respective failure.
2.4.1 On request, where a Service Level does not meet the minimum Service Levels, the Supplier shall provide a report within 24 (twenty four) hours on why the relevant Service Levels were not met and its plans to rectify performance where the Service Levels have not been met;
2.4.2 The Supplier shall define interim fixes and long-term solutions for instances where the Service Category has missed the Service Level for 3 (three) consecutive Months to resolve the failure and shall submit details, in writing of the same to Transnet by the 5th Business Day following the distribution and agreement of the Service Level Report detailing such failure;
2.4.3 The Supplier shall discuss such proposals during the following Contract Management Review meeting and the parties shall agree dates within which these remedial actions shall be completed; and
2.4.4 The Supplier shall maintain a record of the interim fixes, long-term solutions and remedial actions and the status of each action and provide reports in respect of those issues. The Supplier will keep Transnet updated on the progress of these actions during the Contract Management Review meeting.
Service Level Management. The Contractor shall maintain, monitor, and report on service quality through a constant cycle of reviewing IT service achievements based upon SLAs and OLAs. Service Level Management establishes SLAs with the Government and OLAs between Service Providers ensuring that all services are appropriate, and to monitor and report on service quality and achievement.
Service Level Management.
5.1 The Service Provider will diligently perform Service Level Management activities, including:
5.1.1 Monitoring, measuring, assessing and managing actual Service Level performance against target throughout the Measurement Period; and
5.1.2 Coordinating and aligning the activities of its various internal functions to support the achievement of the Service Level Targets; and
5.1.3 Producing monthly Service Level Reports; and
5.1.4 Presenting the Service Level Reports to Transnet Engineering at a monthly Outsourcing Committee; and
5.1.5 Initiating and executing activities to improve Service Levels where needed;
5.1.6 Engaging and establishing productive relationships with key Transnet Engineering stakeholders.
Service Level Management. 5.1 In order to promote an integrated and timely approach to enquiries, the design service, the production of quotations, order processing, manufacturing planning, distribution and the resolution of problems etc, Anglian have committed to provide a dedicated central contact and service team (see Appendix ‘B1’), led by a senior empowered Account Director, to proactively manage and co-ordinate all of these activities.
5.2 Anglian’s dedicated Account Director (Xxxxxxx Xxxxxx):- ✓ is responsible for ensuring that Consortium members and all of their collaborative/purchasing partners receive the quality of product and standard of service outlined in this Service Level Agreement. ✓ shall be the single point of contact (with back-up support), for all enquiries or problems relating to orders, deliveries, problems on site, and other similar enquiries. ✓ shall be provided with the resources necessary to ensure that the service is effectively supported by a unified, co-ordinated, frontline team that is fully au fait with the standards of service detailed within the Service Level Agreement. This shall include the provision of senior management cover for when he is on leave or unavailable. ✓ be responsible for ensuring that Consortium members’ contractors, developers and other purchasing partners are provided with full details of delivery schedules, including dates and drivers mobile telephone numbers etc. ✓ shall ensure that any unresolved issues that may occur from time to time are actively and promptly addressed, are dealt with as fairly and equitably as possible, and are monitored closely through to completion.
5.3 Anglian’s dedicated Account Director shall be supported by a client focussed Office Manager responsible for:- ⮚ fully understanding the SHA/SDC/Westworks framework agreement and ensuring, as far as is practical, that Anglian delivers the service laid out in the Service Level Agreement. ⮚ acting as a focal point and first point of contact, at a daily operational level, for all telephone or e-mail enquiries. ⮚ ensuring all enquiries are actioned in a swift and efficient manner and that a response is provided in a timely fashion. ⮚ ensuring that all enquiries are referred to the relevant person, and that a response is provided. ⮚ attending progress meetings when appropriate; taking notes and ensuring points raised are actioned. ⮚ monitoring/attending weekly internal review meetings; being proactive in ensuring that windows etc are placed into production at t...
Service Level Management. 1.1. Measurement and Calculation of Service CGI is responsible for measuring Service Levels and calculating appropriate Service Credits in accordance with this Section 1. CGI will utilize its then-current measurement and monitoring tools and procedures to track and report CGI performance in delivering the CGI Advantage® Cloud Solution relative to the applicable Service Levels and will produce a CGI-defined monthly report.
1.2. Monthly Service Level Reports CGI will provide monthly Service Level reports setting forth, for each item subject to Service Levels, the actual measured level of performance and resulting monthly Service Credits, if any. Delivery of the report will be no later than the fifteenth (15th) calendar day of the month following the reporting period.