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: Core Network Availability Core Network Unavailability Duration SLA Credit >=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 Availability Service Component Unavailability Diverse Service SLA Credit Non-Diverse SLA Credit >=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 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.
Service Level Metrics. Service Category Metric Measurement Formula Interval/Reporting Period Data Sources Timeframe/ Availability Applications – 98% Uptime 24 hours/daily; 7 days/week Service Window Weekdays, 6pm – 5am Weekends, 5am – 8am Maintenance Notification Lead Time Hours down/Hours possible Monthly Manual Data Collection Emergency – ASAPRoutine – 1 week (State Software) Routine – 2 days (eFinance Plus) Support Hours of Operation Regular business hours: M-F, 8am – 4pmAfter hours: Best effort Software Management 100% of major releases installed 10 business days from the date of the release. (State Software) 100% of major releases installed per the MCOECN and Powerschool schedule from the date of the release. (eFinance Plus) Number of major releases installed by deadline/ number of major releases Monthly Manual Data Collection Data Management 95% of data backups will be no more than one business day old Number of successful nightly backups and/or number of work days Monthly System manager maintains a log of successful backups by date. Log maintained of backup tapes to offsite storage. Training Post-training evaluation forms indicate that at least 80% of trainee respondents are at least satisfied or very satisfied with the training overall. Number of respondents indicating “satisfied” or “very satisfied” on one overall satisfaction question / total number of respondents to overall satisfaction question Monthly Question added to ALL post training evaluation formsthat asks “How satisfied were you with this training session?” All users who attend trainings complete surveys that include this question. Service Category Metric Measurement Formula Interval/ Reporting Period Data Sources Problem resolution 95% Requests acknowledged within 4 business hours of receipt 90% Critical requests resolved within 8 business hours of acknowledgement *above metrics for escalated problems to software vendors do not apply Requests acknowledged within an hour/total # of requests Monthly Tracking within NEOMIN helpdesk. Critical requests closed with solution within 8 hours/total # of requests NEOMIN Documentation of software applications 80% customer satisfaction with quality of documentation (as defined by its accuracy, usability, relevance, and availability). Number of respondents indicating “satisfied” or “very satisfied” on one overall documentation quality question /total number of respondents to overall documentation quality question Annual Question added to annual survey that asks “How satis...
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% Example. The following example indicates how the Service Failure Credit model works: In a month, XxxxxXxxxxxx.xxx breaches two (2) Service Levels which have Service Failure Credit Allocations of 20% and 10%, respectively. The Monthly Fee is £10,000. The Revenue at Risk equals 25% of the monthly Fee, or £2,500. The total amount of Service Failure Credits incurred by XxxxxXxxxxxx.xxx and to be credited towards the invoice for the next month is calculated as follows: 30% (20% + 10%) X £2,500 (25% of £10,000) = £750.
Service Level Metrics. ● All An individual at the SSC who specializes in Accounts Payable, Payroll, Procurement, TLAM, or Travel & Expense. SSC Specialist ● 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." Take Calendar ● TLAM ● Hire to Retire The PeopleSoft process used to convert reported time to payable time. Time Administration ● TLAM ● Hire to Retire The PeopleSoft HRMS module that automates the time reporting and processes of reportable time and shares payable time with Payroll. Time and Labor Term Service Area Description ● 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 Reimbursement Voucher (TERV) ● Travel & Expense An individual who is traveling on official VCCS business, to include any assigned Chrome River delegate(s).
Service Level Metrics. (a) In delivering Services, Provider shall provide such Services so as to meet or exceed all applicable Service Level Metrics.
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. Exhibit B outlines the specific Service Metrics, the associated Applicability Factors Service Penalties, and Minimum Service Levels by which they will be measured.
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: (Monthly Minutes – Downtime) * 100 / (Monthly Minutes)
Service Level Metrics
