Service Level Metrics i. Subject to the existence of a Force Majeure Event, Help Desk Personnel shall answer no less than eighty-five percent (85%) of Support Requests made by telephone within sixty (60) seconds measured on a quarterly basis. Support Requests will be addressed on a first-come, first-served basis.
ii. Subject to the existence of a Force Majeure Event, the abandon rate for Support Requests made by telephone shall be less than five percent (5%) measured on a quarterly basis.
Service Level Metrics. 4.1. Availability PacketFabric is committed to delivering Availability of at least 99.999% on its Core Network. Furthermore, PacketFabric offers an additional Availability metric for any component of the Service that provides connectivity between two (2) or more Access Ports: the Availability of a Diverse Service is 99.99%, while the Availability of a Non-Diverse Service is 99.9%. In the event that these performance metrics cannot be met, the following table(s) shall define the amount of SLA credit the Customer is entitled to receive: >=99.862 <99.999% 26 seconds – 1 hour 10% of MRC >=99.445 <99.862% 1 hours – 4 hours 20% of MRC >=98.889 <99.445% 4 hours – 8 hours 30% of MRC >=98.334 <98.889% 8 hours – 12 hours 40% of MRC >=96.667 <98.334% 12 hours – 24 hours 60% of MRC <96.667% More than 24 hours 100% of MRC >=99.901 <99.999% 4 minutes – 43 minutes 15% of MRC 0% of MRC >=99.445 <99.901% 43 minutes – 4 hours 25% of MRC 10% of MRC >=98.889 <99.445% 4 hours – 8 hours 35% of MRC 20% of MRC >=98.334 <98.889% 8 hours – 12 hours 50% of MRC 30% of MRC >=96.667 <98.334% 12 hours – 24 hours 75% of MRC 50% of MRC <96.667% More than 24 hours 100% of MRC 100% of MRC
Service Level Metrics. Service Category Metric Measurement Formula Interval/Reporting Period Data Sources
Service Level Metrics. The following metrics shall apply to the Service Levels: METRIC PERMITTED TIME SERVICE LEVEL SERVICE FAILURE CREDIT ALLOCATION Time To Acknowledge 15 minutes or less 99% 5% Time To Respond 1 business day 99% 10% Problem Resolution 2 business days 99% 20% Service Availability: XxxxxXxxxxxx.xxx client- side script and gate rendering (xxx.xxxxxxxxxxxx.xxx) N/A 99.9% 30% Service Availability: XxxxxXxxxxxx.xxx gate management website (xxxxx.xxxxxxxxxxxx.xxx) N/A 99.5% 30% Service Response Time: XxxxxXxxxxxx.xxx client- side script (xxx.xxxxxxxxxxxx.xxx) 1 minute or less 99.5% 5% 30% (20% + 10%) X £2,500 (25% of £10,000) = £750.
Service Level Metrics. In addition to any Service Levels described in detail in the Proposal, and unless these Service Levels are expressly modified in the Proposal, the following Service Levels are deemed to be default metrics and will apply to the Agreement.
Service Level Metrics. 14.1 Telesign will use commercially reasonable efforts to maintain a performance at or above the Monthly Uptime Percentage Target as set out in the Table below: Service Level Metric Monthly Uptime Percentage Target Telesign API Availability 99.99% WhatsApp Business API Availability 99.95% The “Monthly Uptime Percentage” for a Telesign API Availability is calculated by the following formula:
14.2 Telesign API Availability Service Level is measured by HTTPS calls made every minute to the designated Telesign API URL(s) by an independent 3rd-party web service monitoring service.
Service Level Metrics. ● All An individual at the SSC who specializes in Accounts Payable, Payroll, Procurement, TLAM, or Travel & Expense. ● TLAM The Take Calendar processes all approved leave requests reducing the employee's leave balance as needed. The Take Calendar name ends with the letters "TC1." ● TLAM ● Hire to Retire The PeopleSoft process used to convert reported time to payable time. ● TLAM ● Hire to Retire The PeopleSoft HRMS module that automates the time reporting and processes of reportable time and shares payable time with Payroll. ● Travel & Expense Original authorized documentation for requesting reimbursement of expenses incurred by an individual while traveling on official State business. This documentation, including itemized, original hotel bills and receipts as required, provides support for reimbursement of travel expenses. Chrome River will collect the information required on the TERV in lieu of completing a paper form to request reimbursement. By submitting an expense report in Chrome River, the traveler is certifying the accuracy of all of the information, the legitimacy of the travel, and the appropriateness of the expenses. By approving the expense report in Chrome River, the approver certifies that he/she agrees the travel was necessary and the requested reimbursements are proper. ● Travel & Expense An individual who is traveling on official VCCS business, to include any assigned Chrome River delegate(s).
Service Level Metrics. Exhibit B outlines the specific Service Metrics, the associated Applicability Factors Service Penalties, and Minimum Service Levels by which they will be measured.
1.4.1 Below the identified Minimum Service Level, Customer would be entitled to the associated percentage of the monthly fees as a Service Credit against current monthly fees, capped and not to exceed 15% of the monthly fees for any and all failures during the month in which SIRE’s respective performance was below the Minimum Service Level. In no month will the aggregate Service Credit for all failures be greater than this amount.
Service Level Metrics. (a) In delivering Services, Provider shall provide such Services so as to meet or exceed all applicable Service Level Metrics.
(b) Provider acknowledges that the Service Level Metrics represent the minimum acceptable standards for the Services provided pursuant to which would entitle Provider to receive full payment under the Agreement. The failure to comply with these standards constitutes a less than full delivery of Services and may result in less than full payment for Services or lead to GBC’s right to terminate the Agreement.
(c) Once Provider becomes aware of any failure to meet any Service Level Metrics, Provider shall apply its best efforts to rectify any deficiency which caused or contributed to that failure.
Service Level Metrics. 4.1. Availability
