Service Level Measurement. FIS shall utilize the necessary measurement and monitoring tools and procedures required to measure and report FIS'S performance of the Services against the applicable Service Levels. Such measurement and monitoring shall permit reporting at a level of detail sufficient to verify compliance with the Service Levels, and shall be subject to audit by FNT as described below in Section 5.7. FIS shall provide FNT with information regarding such tools and procedures upon request, for purposes of verification, project and contract management.
Service Level Measurement. For any Service identified in this Service Agreement, Service Level Measurements are specified measurements for quantitatively calculating the Service Provider’s actual performance. Service Level Measurements are compared with required Service Level Standards to appraise performance. Service Level Measurement and Service Level Standards information is attached to this Service Agreement in Schedules D through J.
Service Level Measurement a. RapidDeploy will measure uptime monthly based on platform uptime outside of all planned mutually agreed maintenance windows.
b. RapidDeploy will measure platform downtime and unavailability based on Severity 1 incidents only, this includes any emergency downtime for resolution of Severity 1 incidents.
c. RapidDeploy considers all third-party integrations to be non-essential functions to perform critical functions within the platform.
d. RapidDeploy will provide availability reports for platform Service Levels within 3 business days following request of such information by Client or Prime Contractor (as applicable).
Service Level Measurement. Service Levels are based on a trouble ticketing system. Customer must report an Incident with the designated GCSC, and the GCSC registers and provides Customer with a trouble ticket number. Unless otherwise specified, the Service Level starts when the GCSC opens a case relating to a Severity Level 1 or 2 Incident, and ends when the GCSC clears the case by notifying Customer that the Incident is resolved. The Service Level will be suspended during the time Orange is waiting for information from the Customer.
Service Level Measurement. 2.1. In assessing whether a Service Failure has occurred, or whether a Service Level has been achieved, the Parties shall disregard any events or periods in respect of which Vorboss fails to achieve the relevant Service Level caused by:
(A) the Customer’s breach of the Agreement or the relevant Work Order;
(B) any act or omission of the Customer, its employees, agents or representatives;
(C) a Force Majeure Event;
(D) the Customer’s use of the Services in non-compliance with the Agreement, the relevant Work Order or Vorboss’ instructions or advice;
(E) the Customer’s failure or delay in complying with the reasonable instructions of Vorboss;
(F) the failure of the Customer’s employees, agents or representatives to provide such assistance or co-operation as is reasonably requested by Vorboss (including the provision of information or the supply of the necessary power or facilities) or to be contactable by Vorboss to confirm the relevant Service is restored;
(G) any failure or delay in the resolution of an Outage caused by the Customer, its employees, agents or representatives;
(H) any refusal or delay in allowing Vorboss, its employees, agents or sub-contractors to access (whether physical or virtual) the Customer’s premises or systems for any reason, including to diagnose, repair or prevent any fault or issue; or
(I) a failure of any network, equipment, circuit or software not operated or controlled by Vorboss.
2.2. The following principles will apply for the purposes of calculating whether the ‘Availability Target’ for a Service specified in the relevant Work Order has been met:
(A) the performance against the ‘Availability Target’ for the relevant Service is measured per calendar month;
(B) each Work Order will specify the ‘Availability Criteria’ for the relevant Service, and the Service will be considered to be ‘available’ if the Service meets (or exceeds) such ‘Availability Criteria’;
(C) the measurement of the duration of any Outage shall exclude Permitted Downtime; and
(D) for the purposes of calculating the duration of any Outage:
(i) (subject to section 2.3 below) such Outage shall commence on the earlier of: (a) Vorboss’s receipt of the Customer’s written notification of the relevant Outage (including via Vorboss’s online helpdesk available at xxxxx://xxxxxx.xxxxxxx.xxx); (b) the Customer’s receipt of written acknowledgement following the Customer’s telephone notification of the relevant Outage (using the 24-hour telephone support line operated by ...
Service Level Measurement. 2.1.1 The Contractor will monitor and measure the performance of the Services against the Target Service Levels set out below. For the avoidance of doubt, Service Level measurement shall not include the performance of NHSnet or performance related problems in other technical components outside of the Contractor’s service boundary.
2.1.2 Measurement of service Availability and service response times shall be in terms of the time it takes to deliver complete web pages and search results to independent monitoring servers on other networks connected to the Internet or to the Contractor’s offices in London.
2.1.3 The Contractor will sample the Availability and response time of the Services by measuring the time taken to display the website home page and perform a representative search (such as ‘dentist’ in ‘north-east’).
2.1.4 The Contractor will perform representative sampling from more than one location each working day, by using the services of an independent, respected third-party monitoring service. The measure of availability will be the ratio of successful results to the total applicable sampled measurements each day. The measure of response time, for the purpose of reporting against Target Service Levels, will be the average of the applicable sampled measurements over the month.
2.1.5 Measurement of user satisfaction shall be in terms of response to quarterly employer surveys. Survey questions will be proposed by the Contractor and agreed by the Authority, with the results collated by the Contractor. The first user satisfaction survey, following commencement of the ongoing Service, will be excluded from the Service Credit calculations.
2.1.6 The technical components falling within the Contractor’s service boundary are as follows: • E-Recruitment Service server hardware • E-Recruitment Service server system software • E-Recruitment Service application software • E-Recruitment Service data centre network infrastructure including firewall and router • E-Recruitment Service NHSnet link, if required • connection of the E-Recruitment Service to the Internet.
2.1.7 Unless specified otherwise, all Service Levels will be measured and reported over monthly intervals.
Service Level Measurement. LPS shall utilize the necessary measurement and monitoring tools and procedures required to measure and report LPS’s performance of the Services against the applicable Service Levels. Such measurement and monitoring shall permit reporting at a level of detail sufficient to verify compliance with the Service Levels, and shall be subject to audit by FNF as described below in Section 5.7. LPS shall provide FNF with information regarding such tools and procedures upon request, for purposes of verification, project and contract management.
Service Level Measurement. Unless otherwise set forth herein, all Service Levels under this SSLA shall be measured on a monthly basis.
Service Level Measurement. For the various service components and elements that are part of the ITUSS21 tender a set of measurable key performance indicators (KPIs) have been defined. These KPIs are the basis of the SLA. Service Level Targets (SLTs) have been defined based on European Parliament’s service requirement. The quality of the provided services will be assessed by monitoring key performance indicators (“KPI”) which will be compared to their target value (“service level target” or “SLT”). However, the mere use of KPIs does not enable a complete assessment of the quality of the services delivered and does not allow to effectively manage a continual service improvement path, which is one fundamental objective of the European Parliament in the execution of the future framework contract. Therefore a set of additional performance indicators will be defined, called “General Performance Indicators” (GPI). These indicators will be used to estimate the quality of service aspects that are not always measurable but are very important for customer and user satisfaction. During the framework contract the GPIs may evolve according with the evolution of European Parliament’s business requirements (and hence the service requirement variables and service level variables), with the changes of European Parliament’s organisation and with the technological evolution of the European Parliament’s ICT environment. In addition to KPIs and GPIs, Critical Performance Errors (CPE) have been defined. These CPEs are characterised by the unavailability or significant degradation of a service component or service element. Hence for every service component the following service criteria will be defined and followed: General Performance Indicators (GPI) Key Performance Indicators (KPI) Critical Performance Errors (CPE)
Service Level Measurement. The Availability of Open Videopresence Flexible Premium Services is based on the weighted impact of the Service Outages due to the Open Videopresence Flexible Premium Services platform. Service Availability is calculated on a monthly basis and is based on the Orange outage trouble ticketing system. Service Availability = 100 x Observation Period in hours Open Videopresence Flexible Premium Service Availability Target ≥ 99.99% If the applicable Service Level for Availability is not achieved, Customer shall be entitled to a credit equal to 0.5% of the Qualifying Charges per 0.1% below the Service Level for the affected Location, up to a maximum of one hundred percent (100%) of the Qualifying Charges per year per Location.
