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. 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. 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. 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. 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.
Service Level Management. The Contractor shall maintain, monitor, and report on service quality through a continual review of 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. Service Description neacon is responsible for the development, maintenance and management of the systems developed by xxxxxx, whether on behalf of the customer or in own management. The aim of the service is to ensure the customer’s business in terms of the systems developed. Services include: - systems developed by neacon - connections with other systems made by neacon - detection and repair of defects in the systems after they have been notified by the customer or neacon - change requests on systems - monitoring of availability of servers - monitoring of availability of systems developed by neacon - monitoring of availability of connections made by neacon with other systems - optimizing IT infrastructure - implementing legally binding measurements - periodically backing up and restoring backups on demand - reporting on server availability - Reports of availability of systems developed by neacon - Reports of availability of links made by neacon with other systems - advice on improving business processes through automation Not included in this SLA: - server downtime beyond the control of neacon - central infrastructure of servers (hardware) - routers, switches and storage - system software of the servers, installed by parties other than neacon - PC’s - peripherals - internet connections (including core components and DNS connections) - services purchased from third parties - connections to other systems, made by a third party - systems developed and maintained by third parties - disruptions caused by computer viruses and infections that cannot be identified and / or deleted by antivirus software - vulnerabilities that are not caused and / or mended by neacon’s systems - emergencies which include fire, theft and water damage - damage caused by third parties, such as power and data line disturbances neacon provides the following current services: - logistic systems in e-commerce • return system for announcing and approving returns • grading system: rating returned goods • return labels for 16 carriers in Europe • forward labels • order management system - Website services • development of websites in Wordpress • development of dynamic web shops in custom software • development of webshops in Magento • development of webshops in OpenCart • development of website modules • development of webshop modules • hosting • domain name management - optimizing business processes • development of CRM systems • development of order systems • development systems in web-bas...
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 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 stakeholders.
