Service Level Matrix Clause Samples
A Service Level Matrix clause defines the specific performance standards and metrics that a service provider must meet under a contract. Typically, it outlines measurable criteria such as response times, system uptime percentages, or resolution deadlines for support issues, often presented in a tabular format for clarity. This clause ensures both parties have a clear, shared understanding of service expectations and provides a basis for monitoring compliance and addressing any service deficiencies.
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Service Level Matrix. In connection with the applicable Subscription(s), ChargePoint will use commercially reasonable efforts to provide the support level objectives for Support Services (“Service Levels”) as set forth in the “Service Level Category” table below. For more details on which Service Levels apply to your Subscription, please refer to the applicable Support Scope and Terms. Any failure by ChargePoint to meet and/or maintain the Service Levels shall not constitute a breach of this Agreement. Type of Hardware- Related Issue Outage Impairment Non- Critical Outage Impairment Non- Critical Service Levels Response 1 Business Day 2 Business Days 3 Business Days 1 Hour 1 Business Days 2 Business Days Diagnosis 2 Business Days 3 Business Days - 12 Hours 2 Business Days - Resolution 5 Business Days 6 Business Days - 24 Hours 5 Business Days - Annual Port Uptime 98% - - 99% - - Part Delivery 4 Business Days 4 Business Days 4 Business Days 4 Business Days 4 Business Days 4 Business Days
Service Level Matrix. While Customer may self-categorize the severity of the issue when the initial incident is reported, the categorization of such incident for the purposes of this SLA shall be determined based upon the Definitions contained in the table below. Customer shall follow reasonable guidelines issued by Telesoft for reporting an incident as they may occur. SLA Severity Number & Category Example Stipulation Initial Acknowledgment upon Receipt Target Resolution Time 1 Critical/ Production Impacting System Crash, Data Corruption Support cases are received during the Support Hours or measurement of response starts the beginning of the next Support day. Two (2) hours during Support Hours 6 business hours 2 Not as Documented/N o Reasonable Workaround Feature does not work as documented, no reasonable workaround exists, and Customer has critical need of the feature Support cases are received during the Support Hours or measurement of response starts the beginning of the next Support day. Four (4) hours during Support Hours 3 Business days 3 Not as Documented/ Reasonable Workaround Feature does not work as documented but a reasonable workaround has been provided and Customer is able to wait until a future release for a resolution Support cases are received during the Support Hours or measurement of response starts the beginning of the next Support day. One (2) business days N/A 4 Enhancement Request Enhancement request for additional feature(s) which is/are non-existent in current version Enhancement requests are entered through the Telesoft ticketing system N/A N/A
Service Level Matrix. Each Service Schedule shall include a Service Level Matrix, setting forth the quantitative measurements associated with Critical Service Levels, Key Performance Indicators, and Critical Deliverables. The Vendor shall perform the Services at or above the levels of performance indicated in each such Service Level Matrix. For example, the Service Level Matrix for Exhibit A, SFR Recyclable Materials Processing is set forth as Section 11 (Service Levels) of that Exhibit A. All Service Level Matrices are incorporated into the Master Agreement by inclusion in a Service Schedule.
Service Level Matrix. 2.2.** Availability.
Service Level Matrix. Supplier shall perform the Services so as to meet or exceed the Service Levels set forth in this Exhibit B.1 (Service Level Matrix) (this “Exhibit B.1”) to Exhibit B (Service Level Agreement) of the Master Services Agreement, dated as of the Reference Date, between Gap and Supplier (the “Agreement”). All Presumptive Measurement Periods will be reviewed and modified, as appropriate, based on the timetable set forth in the Transition-In Plan. Terms used herein with initial capital letters shall have the meanings set forth in the Agreement and all Exhibits attached thereto. Terms used herein with initial capital letters and not otherwise defined in the Agreement shall have the meanings set forth in this Exhibit B.1. Exhibit B.1.1 - Store Service Request Call Handling B-2 Exhibit B.1.2 - Store POS Priority Response Service Calls B-3 Exhibit B.1.3 - Stores LRT B-5 Exhibit B.1.4 - Corporate Support Help Desk B-7 Exhibit B.1.5 - Corporate Support Problem Management B-8 Exhibit B.1.6 - Enterprise Network B-10 Exhibit B.1.7 - ▇▇▇▇▇▇▇▇▇ ▇-▇▇ Exhibit B.1.8 - * B-15 Exhibit B.1.9 - * B-17 Exhibit B.1.10 - Security Incident Response Team (SIRT) Alerts B-19 Exhibit B.1.11 - Corporate Production Operations B-20 Exhibit B.1.12 - Distribution Center Support B-22 Exhibit B.1.13 - IMAC Performance B-24 Exhibit B.1.14 - Asset Management B-26 Exhibit B.1.15 - Reports B-27 Exhibit B.1.16 - Critical Reports B-28 Exhibit B.1.17 - Critical Service Levels Allocation of Pool Percentages B-29 * Certain information on this page has been omitted and filed separately with the Commission. Confidential treatment has been requested with respect to the omitted portions. Exhibit B.1 Gap/IBM Confidential and Proprietary Information B - 1
Service Level Matrix. During the period from the 2nd Amendment Date to the end of November 2013, the Parties will measure the actual Service Level attainments and thereafter mutually agree upon the Service Level metrics and credits to be included in Service Level Matrix in the form of Attachment F-1. Upon agreement, the completed Service Level Matrix shall be attached to this Schedule as a new Attachment F-1, and shall be effective, for purposes of measuring Service Provider’s performance, beginning January 1, 2014. Service Level Credit Allocation Percentage The matrix below sets forth the Service Level Credit Allocation Percentage associated with each Service Level identified for that Service. TBD
Service Level Matrix. During the period from the 2nd Amendment Date to the end of November 2013, the Parties will measure the actual Service Level attainments and thereafter mutually agree upon the Service Level metrics and credits to be included in Service Level Matrix in the form of Attachment F-1. Upon agreement, the completed Service Level Matrix shall be attached to this Schedule as a new Attachment F-1, and shall be effective, for purposes of measuring Service Provider’s performance, beginning January 1, 2014. Service Level Credit Allocation Percentage The matrix below sets forth the Service Level Credit Allocation Percentage associated with each Service Level identified for that Service. Function Area Service Level(1) Above Target Percentage Target Percentage Measurement Window Service Level Credit Allocation Percentage Critical Service Level Threshold (if applicable) Critical Service Level Credit Escalation TBD
(1) This Attachment will also include definitions of Service Levels that will be listed in the above table. [Insert Local Country] (“Local Country”) This Outsourcing Services Agreement – [Insert Local Country] (this “Agreement”) is entered into effective [—] (the “Effective Date”) by and between [Insert Recipient’s full legal name, jurisdiction of organization, principal business address and any other identification required by applicable Law, e.g., registration number] (“Local Customer”) and [Insert Local Service Provider’s full legal name, jurisdiction of organization, principal business address and any other identification required by applicable Law, e.g., registration number] (“Local Service Provider”).
Service Level Matrix. 2.2.** Availability. Measure ID Measure Target Attainment Measurement Period A-1 Visa’s VisaNet System must be available and ready for processing, measured ** and reported no later than **. * *% * *
Service Level Matrix. Service and support requests will be ranked and actioned according to the SLA Matrix below: 1 - Critical Within 10 Minutes Within 1 Business Hours 2 - High Within 15 Minutes Within 4 Business Hours 3 - Moderate Within 30 Minutes Within 12 Business Hours 4 - Low Within 30 Minutes Within 48 Business Days *For the purpose of this SLA, Resolution and Neutralization time is considered from the time that OREL Team is granted access to the Customer Environment and based on the availability of backup ups/DR systems with the Client. E.g., during a total VM or system failure where the Client does not have a backup copy or provisioned DR component/system available, OREL IT may not be able to meet these Resolution/Neutralization times. The response time measures the length of time it takes to respond to a support request raised by the end user via an accepted method of notification (Phone Call, SMS, WhatsApp Message, Email, or Helpdesk Ticket). OREL IT here is deemed to have responded when a written communication is created and a solution or request for further information is referred to the client via the Online Helpdesk System. Where incomplete information is provided, a normal response priority will initially be allocated, and escalated as/if necessary. OREL IT here will allocate the response priorities based upon the information provided or other information determined by us. Interim fixes reducing the impact or severity of a fault or service failure, are deemed to be acceptable neutralizations to critical or high Response priorities, permitting an extended response or resolution window to fully resolve the issue.